Consideration of complaints lodged with the Anti-Discrimination Board has established that requiring members of the public to put something in writing may discriminate indirectly against people who are unable to comply with such requirements, such as people with dyslexia.

To avoid the possibility of inadvertent discrimination, agencies’ disability and customer service policies should be reviewed, and revised as necessary, having regard to the principle that where agencies require something in writing they should provide appropriate assistance for people with writing difficulties in complying with such requirements.

As a guide, the review should address:

• reasons for requiring something in writing;
• procedures for requesting meetings, including reasons for meetings;
• nature and extent of assistance provided in meeting agency requirements; and
• advice to customers and staff training, including induction of new staff and reminders for staff through regular staff training of the assistance to be provided for people with writing difficulties.

It is important that any changes in agency policies and practices arising from the review are communicated throughout agencies and that the internal processes for assisting people with writing difficulties are well understood by agency personnel.

To assist with monitoring, would you please arrange for your agency’s contact details regarding this matter to be notified by email to [email protected].

Robyn Kruk

Director General