Accessible and Inclusive Tourism
3.0 Themes
3.3. Policy and regulations
Policies and regulations are essential for access and inclusion as they set clear standards and guidelines that ensure equity and safety for all individuals, particularly those with disability. These frameworks help create an environment where accessibility is not just an option, but a mandatory practice. Regulations can mandate the availability of ramps, accessible restrooms, or sensory-friendly spaces, ensuring that businesses and public services are equipped to accommodate diverse needs. Meanwhile, policies promote consistency so people with disability can expect reliable access to facilities, services, and information, reducing barriers to participation. This also raises awareness among businesses and encourages the integration of inclusive practices, ultimately fostering a culture of acceptance and support. Government organisations are equipped with data and skills to provide resources to promote inclusivity as a universal design approach, and initiatives such as the national WELCOME framework seek to inspire businesses and ensures that inclusivity is not just a compliance checkbox.
Disability Services and Inclusion Act 2023
The Disability Services and Inclusion Act 2023 (DSI Act), effective from January 2024, replaces the outdated Disability Services Act 1986. Developed through public consultation, the Act provides a legislative framework for the Commonwealth to fund disability support and services outside the National Disability Insurance Scheme (NDIS). It aims to improve quality and safeguarding standards, aligning with international obligations such as the United Nations Convention on the Rights of Persons with Disabilities.
The DSI Act supports diverse services, including accessibility, advocacy, education, employment, and community inclusion, without defining or limiting the scope of "disability." Service providers must meet statutory funding conditions, such as compliance with a Code of Conduct, appropriate complaints management, and adherence to compliance standards for regulated activities. This factsheet highlights the difference between the Disability Services Act 1986 and the new Disability Services and Inclusion Act 2023 (DSI Act).
Disability Transport Standards
The March 2024 Disability Transport Standards introduce the first major reforms in over 20 years, enhancing accessibility across public transport. Key changes include providing all transport information in accessible formats, onboard next-stop information through signage and audio announcements, and vertical edge barriers on portable boarding ramps for safer access for wheelchair users. Additionally, more accessible taxi rank spaces will be available for wheelchair-accessible taxis, improving overall transport inclusivity and safety. Summary of the two staged reform process and decision can be found here.
The WELCOME Framework was prepared by the Commonwealth of Australia, represented by Austrade with the support of tourism organisations across the country. The objective is to guide operators to reduce barriers to participation, making their offerings inclusive and accessible. It encourages businesses to view accessibility and inclusivity as a universal approach to business. The framework educates and guides businesses through the accessible journey:
W - Welcome focuses on creating an inclusive experience for all visitors, starting from their initial interaction online or by phone. Businesses should ensure accessibility details are easy to find, and physical spaces are welcoming, with clear pathways and good lighting. Quality service from well-trained, inclusive staff is essential. Simple actions like updating websites and ATDW listings to showcase accessible features can enhance the visitor experience and make all visitors feel comfortable and included.
E - Environment emphasises the importance of clear, accurate information about the physical setup, helping visitors understand what to expect from arrival onward. Details on facilities, such as ramps, lifts, audio services, and bathrooms, are crucial for planning. Businesses should consider beyond just mobility issues and accommodate diverse needs of the accessible community, including those with sensory issues or hidden disabilities. Suggestions include offering alternative check-in locations, providing quiet spaces, and keeping website information current to avoid confusion and enhance the visitor experience.
L - Links highlights the importance of connecting with local services and nearby operators to enhance a visitor's experience. Understanding how public and private amenities integrate with your business helps ensure a seamless journey for visitors. Staff should be well informed about accessible local services and able to communicate these clearly. Businesses can provide information on transport options, give advice on arrival directions, and list complementary accessible businesses. This approach helps visitors plan their journey more efficiently, supporting a cohesive and inclusive regional tourism experience.
C - Communication emphasises providing multiple channels and methods to engage with visitors, supporting their journey from research to repeat visits. Consistency across all platforms, including websites, emails, and phone interactions, ensures clear and reliable information. Businesses should follow Web Content Accessibility Guidelines (WCAG) to improve online accessibility and include detailed descriptions of accessible features rather than vague terms like "fully accessible." Adding FAQs, allowing visitors to specify needs during booking, and sharing local insights can further assist visitors. Effective, clear communication helps build trust and ensures visitors can make informed decisions about their visit.
O - Operations ensures a focus on consistent, high-quality customer service through effective internal training. Staff should be knowledgeable about accessibility policies, including allergy management, assistance animals, and emergency procedures. Businesses are encouraged to designate an accessibility champion to mentor staff and address queries about accessible features. Training should also cover supporting neurodiverse customers and recognising assistance dogs. Rather than seeing accessibility as a compliance task, businesses should view it as a key marketing opportunity, staying informed about new practices and delivery models. Comprehensive training ensures staff can provide considerate, informed service to all visitors, enhancing the overall customer experience.
M - Marketing highlights the importance of making promotional information accessible and clear, addressing a key barrier for the accessible tourism community. Businesses should ensure that details about accessible features, such as ramps, toilets, sensory-friendly lighting, and parking, are easy to find on their websites and booking channels. Including photos, image descriptions, and closed captions on videos enhances understanding and engagement. Companies are encouraged to use specific apps to address the needs of the community and provide feedback channels to make the experience more enjoyable.. Only features that are consistently available should be promoted, ensuring transparency. Thoughtful, detailed marketing helps businesses attract a broader audience by clearly communicating how they support diverse needs, fostering trust and encouraging greater participation.
E - Experience encourages businesses to focus on enhancing customer experience and in doing so to creatively workaround physical barriers that are challenging to address. Understanding the diverse accessible needs and the accessible tourism community can inspire creative solutions that improve the visitor journey. Engaging directly with visitors, asking for feedback, and respecting their autonomy when offering help are essential practices. Clear communication about what to bring or wear ensures visitors can prepare for the experience. Additionally, providing opportunities for visitors to speak directly with staff, rather than relying solely on automated systems, allows for personalised service and better support. Prioritising the customer experience helps businesses navigate accessibility challenges more effectively.