Guide to Giving
MEDIA, JOBS & RESOURCES FOR THE COMMON GOOD
NEWS  | 

Smart Businesses Know the ‘Disability Dollar’


Thursday, 25th July 2013 at 11:56 am
Staff Reporter, Journalist
Smart businesses are taking steps to ensure their customer service staff possess the systems and skills to ensure outstanding customer service to everyone including those affected by disability, says the CEO of the Australian Network on Disability, Suzanne Colbert AM.

Thursday, 25th July 2013
at 11:56 am
Staff Reporter, Journalist


0 Comments


FREE SOCIAL
SECTOR NEWS

 Print
Smart Businesses Know the ‘Disability Dollar’
Thursday, 25th July 2013 at 11:56 am

Smart businesses are taking steps to ensure their customer service staff possess the systems and skills to ensure outstanding customer service to everyone including those affected by disability, says the CEO of the Australian Network on Disability, Suzanne Colbert AM.

Over the years, we've heard conversations about attracting the pink dollar and the grey dollar. However, both of these markets are considerably smaller than the “disability dollar”.

Australia has over four million people with some form of disability. That's one in five of our population. Estimates indicate that Australians with disability have a combined disposable income of $54 million per annum.

The correlation between age and disability gives even greater insight into why smart businesses are ensuring they are accessible and welcoming to all. 40% of Australians aged between 65 and 69 years are affected by disability.

It’s therefore easy to see why smart businesses are taking steps to ensure their customer service staff possess the systems and skills to ensure outstanding customer service, in order to win the brand-loyalty of this well-off market segment and to diversify their customer base.

For example, Westpac is responding to the needs of the almost four million Australians with a hearing impairment by employing full-time Auslan interpreters to support communication with customers and employees who are Deaf and use Australian sign language.

The big four banks are also taking steps to ensure their websites are fully accessible to the 300,000 Australians who are blind or have vision impairment.

More Australian businesses are educating call centre staff to work with the National Relay Service, to ensure that staff can handle calls smoothly from people who have speech or hearing impairments.

These are all good business moves, because 48% of all complaints against businesses that are lodged with the Australian Human Rights Commission are disability related.

Recently, we saw a backlash against a firm that alienated this sector of the market. Apart from the potential damage to reputation, it just makes good business sense to be inclusive and welcoming to all customers and employees.

According to a 2006 University of Massachusetts survey, 87% of people agree that they would prefer to give their business to companies that hire people with disability. Many leading Australian businesses are taking steps to ensure that they actively attract and recruit skilled and talented people with disability as employees. Apart from recruiting for good business reasons, profiling staff to reflect the entire community gives businesses a better chance of being accessible to all.

Expertise on how to become a more inclusive business is available through the Australian Network on Disability (AND), a Not for Profit organisation.

AND helps businesses to understand complex customer and employee demographics, facilitating them in responding to this growing market segment by building their disability confidence through publications, reviews, training and advisory services.

By becoming more “disability confident”, businesses will contribute to a prosperous Australia, and reap the full business benefits of a wide customer base.


Staff Reporter  |  Journalist |  @ProBonoNews


Social Suite

FEATURED SUPPLIERS


From strategic planning to project facilitation, from indivi...

Creative Practice

ASI is the provider of iMIS 20 Engagement Management System ...

Advanced Solutions International

Fifty Acres is Australia’s leading communications and gove...

Fifty Acres – The Communications Agency

NGO Recruitment is a highly specialised provider of recruitm...

NGO Recruitment

More Suppliers

Get more stories like this

FREE SOCIAL
SECTOR NEWS

YOU MAY ALSO LIKE

Grants for Innovation in Human Rights are Now Open

Rachel McFadden

Thursday, 25th May 2017 at 4:16 pm

Proposed Changes to HECS/HELP Repayment Will Be Particularly Harsh on Women

Rachel McFadden

Thursday, 25th May 2017 at 4:09 pm

Advocacy, Politics and Mowing the Lawn

David Crosbie

Thursday, 25th May 2017 at 8:51 am

Indigenous People Worse Off 20 Years After the Bringing Them Home Report

Rachel McFadden

Thursday, 25th May 2017 at 8:49 am

POPULAR

Disability Sector Warns of NDIS Staffing Turmoil

Lina Caneva

Wednesday, 17th May 2017 at 4:58 pm

Forrest Makes Philanthropic History with $400M Donation

Rachel McFadden

Monday, 22nd May 2017 at 4:45 pm

Social Enterprise In Australia ‘Disappointing’ and ‘Self-Obsessed’

Lina Caneva

Thursday, 18th May 2017 at 12:59 pm

Treasurer Calls for Heart and Mind Approach to Homelessness

Wendy Williams

Monday, 15th May 2017 at 5:09 pm

Write a Reply or Comment

Your email address will not be published. Required fields are marked *


Guide to Giving
pba inverse logo
Subscribe Twitter Facebook

Pro Bono News

Charity and not-for-profit news delivered directly to your inbox twice a week. Stay up to date with the latest news from the country’s most valuable sector.

You have Successfully Subscribed!