Understanding disability and inclusion

Our approach to disability inclusion

Disability is part of the diversity of our people and communities. At the Department of Customer Service (DCS), we recognise that disability can be experienced in many ways. It can be physical, mental, intellectual, neurological or sensory. Some can be seen, while others cannot. Some can be temporary, while others permanent. And some people are born with disability, while some people develop disability later in life.

Creating an inclusive organisation means understanding these experiences and recognising the barriers that can affect people with disability.

We use the social model of disability at DCS. This means we understand that people are often limited by the barriers around them, rather than by disability itself. These barriers can include attitudes, buildings, systems and ways of working. We are committed to removing or reducing these barriers so people with disability can contribute, connect and thrive.

We also use the human rights model of disability. This model recognises that disability is a natural part of life. It acknowledges that people with disabilities have the same rights as everyone else.

These models guide how we work to become a more inclusive organisation. This includes involving people with lived experience of disability in shaping the policies and decisions that affect them. 
In 2008, Australia agreed to the United Nations Convention on the Rights of Persons with Disabilities (UNCRPD). We acknowledge and respect people’s rights, dignity, and ability to make informed decisions.

Applying an intersectional approach

We recognise that disability does not exist on its own. It can connect with other parts of a person’s identity. This can include Aboriginality, gender, age, religion, cultural and linguistic background, sexuality, and more. These overlapping experiences can shape how people with disability experience barriers and access services. 

Our people and community are diverse. That is why we value meaningful consultation and ongoing collaboration with people who have different lived experiences. We build this into how we design policies, programs and services, including this Disability Inclusion Action Plan (DIAP).

Our DIAP was developed in partnership with our people and community, and we greatly value their input. It also aligns with other departmental plans and strategies. This includes our Gender Equality Action Plan (GEAP), Multicultural Plan and ‘Inclusion Benefits Everyone’ strategy.

By taking this approach and focusing on intersectionality and universal design, we can reduce barriers and support fair access and participation for all.

Inclusive language

Inclusive language helps everyone feel valued, respected, and able to contribute. Our DIAP uses person-first language when referring to people with disability. This focuses on the person and not their disability.

We know some people with disability prefer identity-first language. We respect and recognise  individual and community preferences.

Understanding disability in our community

_Sources

_{Australian Bureau of Statistics - Disability, Ageing and Carers, Australia: Summary of Findings,2022
Australian Institute of Health and Welfare - People with disability in Australia, 2024}