Disability Inclusion Action Plan 2026 - 2029

This book is from the Department of Customer Service.

When we use the word we, it means the Department of Customer Service. 

This is an Easy Read book.

Easy Read uses simple words and pictures.

We add a star before and after *hard words*. 

Then we explain what the words mean.

You can ask someone to help you read and understand this book.

Contact information is at the end of this book.

The Department of Customer Service helps make NSW a safer and fairer place.

To make life and work easier for everyone, we

• use technology to help people

• keep people safe and treat them fairly

• make sure things work well for everyone

• work with others to get better results.

We have a *diverse* and *inclusive* workplace to help us make things better. 

Diverse means a lot of different people work there. 

Inclusive means everyone can be part of it.

We have a *Disability Inclusion Action Plan*.

The Disability Inclusion Action Plan says what we will do to make sure people with disability can

• join in and be part of things

• do well.

We will call it the plan.

The plan says how we will make the department more inclusive in the next 4 years.

We want *access* and inclusion in all our work. 

Access or accessible means places and things are easy for everyone to use and understand.

We asked people for their ideas about the plan.

This included people with disability.

People told us

• what was hard

• how we can make things better.

Their ideas helped us make the plan.

We know that everyone does better when workplaces are inclusive. 

We have 3 ideas to make inclusion part of everything we do. 

We want people to feel connected and do their best.

We will train leaders to 

• learn skills to support workers with disability

• understand inclusion and give people with disability opportunities. 

We will use information to understand and support inclusion in the workplace. 

We know the plan works when 

• people with disability tell us they like their job and the department

• people with disability have jobs at all levels

• leaders feel confident and responsible for inclusion.

We want people to feel safe and respected and get more opportunities. 

We will make *workplace adjustments* easier. 

Workplace adjustments means things to help more people at work. 

For example, screen readers and desks that move up and down.

We will train leaders to think about disability inclusion when they interview people and give them jobs.

We will make it easier for people with disability to get opportunities for development at work. 

We will make it easier for people with disability to get jobs at the Department of Customer Service. 

We know the plan works when 

• people with disability tell us they like their job and the department

• more people with disability get jobs and opportunities for higher jobs

• people with disability have better experiences at work

• people can use workplace adjustments.

We want people to get what they need in a way that works for them.

We will 

• check our systems and make them easier for people with disability to use

• train staff to make information and customer service more accessible and inclusive

• make services accessible for everyone

• make sure everyone can find and use our information. 

We know the plan works when

• our customers with disability are happy

• people with disability tell us they can access our information

• our staff’s work and services are inclusive

• we meet the rules for online accessibility. 

Senior leaders will be responsible for making sure the plan happens.

We have an *Inclusion Steering Committee*. 

The committee checks our work

We will make a report about the work we do every year. 

We will keep making the plan better by 

• listening to people, including people with disability

• working with partners and networks.

Our plan follows the areas of work in the NSW Disability Inclusion Plan and Australia’s Disability Strategy. 

For more information contact the Department of Customer Service.

Website

Department of Customer Service

www.nsw.gov.au/departments-and-agencies/customer-service/contact-us

Call 13 77 88 

Monday to Friday from 7 am to 7 pm. 

Write to us 

Service NSW 

GPO Box 7057 

Sydney NSW 2001 

If you need help to speak or listen, the National Relay Service can help you make a call. 

Call 1800 555 660 

Website NRS Helpdesk

accesshub.gov.au/about-the-nrs/nrs-helpdesk 

If you need help with other languages, contact the Translating and Interpreting Service.

Call 131 450

Website TIS National

tisnational.gov.au