City of Gold Coast - Draft Accessible and Inclusive City Action Plan 2013 - 2018

Draft Accessible and
Inclusive City Action
Plan 2013-2018
Everyone’s included

Contents
Foreword............................................................................................................1
Our achievements..............................................................................................3
Executive summary...........................................................................................5
Purpose .............................................................................................................7
Vision .................................................................................................................8
Context ..............................................................................................................9
Community consultation.................................................................................13
Priority areas...................................................................................................15
Priority Area 1:
City services and information..................................................................16
Priority Area 2:
Customer contact and community engagement.....................................28
Priority Area 3:
City buildings, community facilities and recreational facilities.............36
Priority Area 4:
Pedestrian environments, public transport infrastructure
and car parking........................................................................................50
Priority Area 5:
Planning and development......................................................................62
Priority Area 6:
Tourism and events..................................................................................70
Priority Area 7:
Employment and training.........................................................................78
How we will monitor, evaluate
and update the plan........................................................................................87
Appendix 1: Glossary.......................................................................................89
Appendix 2: Engagement methods.................................................................90
Appendix 3: Stakeholders...............................................................................92

Foreword
As Mayor, I want to see our city as a place where nobody is left behind.
'Everyone’s included - Accessible and Inclusive City Action Plan' is the
City of Gold Coast’s (the City’s) next big step towards creating a city that is
genuinely accessible and inclusive for all.
This Plan will make our city a better place to live and visit for people of all
age groups and abilities. Providing good access makes good business
sense and will ensure we are nationally and internationally recognised as an
accessible destination.
The title of this Plan, 'Everyone’s included' sets the tone for the City’s proactive model of supporting
an organisational culture where equity of access is routinely considered across our operations. The
Plan sets the strategic direction for ensuring that we are doing all we can to remove barriers to access
and inclusion. Taking into consideration the challenging economic conditions, it details the actions
that will be taken to plan for progressive improvement in the delivery of quality infrastructure, facilities,
services and information for all.
As we strive towards our City Vision, the Accessible and Inclusive City Action Plan fulfils a
commitment to our residents and visitors. It promotes compliance with the requirements of the
Disability Discrimination Act 1992 (Cth) and the Anti-Discrimination Act 1991 (Qld). However,
the plan is not just about avoiding discrimination, it directly seeks to establish an accessible and
welcoming environment for the diverse people who live, work and play here.
Capturing the community’s needs and aspirations to inform the Action Plan would not have been
possible without cooperative input from the community and organisations who work in and with the
community on a daily basis. I sincerely thank all of the community members and organisations who
took the time to provide input.
I am pleased to present the Accessible and Inclusive City Action Plan to the people of our city - it is
our proactive and public commitment to improving accessibility for all. I look forward to seeing the
positive outcomes of this Plan over the next five years.

Tom Tate, Mayor
CITY OF GOLD COAST

1

Our achievements
The City of Gold Coast is proud of its achievements in the areas of improved access to buildings,
facilities, services and programs. Below are examples of our successes in improving access
and inclusion.
Our commitment to best practice has received public recognition by disability organisations, access
consultants and the State Government. A recent example of best practice provision is the City’s All
Abilities Playground at Kurrawa Beach/Pratten Park (partly funded by the State Government). This
playground offers a change facility which contains an adjustable change table and ceiling hoist to
assist people with disabilities, their families and carers. This change facility will allow personal care
needs to be more easily met, improving access to the playground. This change facility is one of only
two such facilities provided by local governments in Australia, and the first facility of its kind
in Queensland.
Another project is the Gold Coast Rapid Transit (GCRT) Corridor Access and Mobility Study (CAMS)
which is a key component of the award winning Gold Coast Rapid Transit Corridor Study. The CAMS
study identified access issues for the walk-up areas within a 200 metre radius of the proposed GCRT
stations across the whole of the light rail corridor. The information presented in the CAMS study
will be used to ensure the walk up areas to these light rail stations are safe and accessible for all of
the community.

Other awards include:
•• Gold Coast Urban Design Award 2007 Innovation in Urban Design - Gold Coast Oceanway
•• Disability Action Week Award 2008 for Building Accessible Housing and Environments (Qld)
•• Inclusive Community Champion Award 2010 Regional Winner for Best Recreational Leisure
Entertainment Venue or Precinct for the Southport Broadwater Parklands (Qld)
•• Inclusive Community Champion Award 2011 Regional Winner for Best Government Department or
Agency (Qld)
•• Inclusive Community Champion Award 2011 State Winner for Kurrawa All Abilities Playground (Qld)
•• Inclusive Community Champion Award 2012 Best Government Department or Agency — Active
and Healthy Program
This action plan will assist us to further our efforts in providing access and inclusion for everyone.

3

Executive summary
"Everyone’s included’, the Gold Coast’s Accessible and Inclusive City Action Plan, will improve access
for all people by working towards removing access barriers across all areas of the City of Gold Coast’s
operations, with the aim of allowing all people to participate fully in community life. It will enhance
lifestyles and promote a stronger sense of community belonging and connectedness.
The plan provides the City and the community with an approach for addressing the access and
inclusion priorities identified during community consultation.
To implement the Accessible and Inclusive City Action Plan, key priority areas have been identified for
action over the next five years. These priority areas will help achieve a more accessible and inclusive
Gold Coast. The action plan’s priority areas deal with customer service functions, employment and
recruitment practices, consultative processes, planning and approval mechanisms and corporate
planning and communications, as well as highlighting our commitment to providing accessible
pedestrian and transport infrastructure, community and recreational facilities and civic buildings.
The plan identifies actions, responsibilities and timeframes. It undertakes to improve access in
a number of areas in the lead-up to the Gold Coast 2018 Commonwealth Games, including
developing a mobility map for visitors to provide information on accessible facilities in the city and
promoting accessible tourism through development of a Tourism Destination Management Plan. It
requires engagement of access consultants in major City infrastructure projects, such as design and
development of the Cultural Precinct. It commits to taking a customer-centric approach through the
Customer Orientated Business Improvement project, which will improve customer access to the City
through online lodgement of town planning applications and complaints and online registration of cat
and dog licenses. It plans for an ageing community.
Wherever possible, actions will be undertaken as part of current business processes and within
existing available budgets and resources, with priority given to addressing access barriers identified
by the community. These actions ensure we have a prioritised approach to a sustainable and
progressive program of access improvements.
The Accessible and Inclusive City Action Plan will be monitored, evaluated and updated over its fiveyear lifespan to ensure that actions are being addressed, timeframes are being met, and it remains
up-to-date in a fast-changing society.

5

Purpose
The City of Gold Coast is committed to enhancing the quality of life of everyone living on the Gold
Coast. Good access is important for everyone, whether it is a person walking or jogging, a mother
pushing a pram, a person using a wheelchair or mobility aid, or a person with a vision impairment
using one of our webpages to find information on City services or look for a job.
The purpose of this plan is to assist the City in removing existing or potential access barriers and to
provide equity of access for everyone, to its premises and public infrastructure, services, programs,
information, communication and employment processes. The plan aligns with our vision and
strategic objectives, and is consistent with section 61 of the Disability Discrimination Act (1992)
by specifically:
•• identifying access barriers and/or access opportunities
•• outlining actions to remove barriers and/or realise opportunities
•• including priorities for actions
•• identifying who has responsibility for ensuring actions are completed
•• outlining how monitoring, review and evaluation will be conducted.
Extensive community consultation was undertaken to develop this plan. The findings from this
process were important in establishing the priority actions and timeframes.
The plan sets out how we will improve a wide range of municipal facilities, operations, services,
employment and information including:
•• buildings, facilities, infrastructure
•• communications and consultations
•• events
•• format of information and publications
•• programs and services
•• service delivery methods
•• signage
•• staff and volunteer employment, training and support
•• support services
•• website and online communications.
We are moving forward proactively and seeking to realise the outcomes set out in this plan in an
economically challenging environment. The Accessible and Inclusive City Action Plan establishes a
financially sustainable program that will result in progressive access improvements over the life of
the plan.

7

Vision
The City’s vision is to create better access to our services,
infrastructure and information in order to enhance community
inclusiveness and connectedness.

2.1 Objectives
The objectives of this plan are to:

1

acknowledge that residents and visitors to the city include people of
all ages and abilities, and to ensure that everyone in our city has equal
opportunity to access our facilities and services

2

provide a framework for working towards the creation of barrier-free access
to all areas of City planning, services, programs, facilities, and information,
communication and employment systems

3

promote opportunities for participation and inclusion of everyone in our
services, events and employment

4
5

demonstrate community leadership and champion best practice

assist the City to meet its legislative requirements under
anti-discrimination legislation

It is important to note that making the entire city accessible and inclusive is beyond the scope of this
plan and our responsibility as a local government authority. However, we will continue to advocate on
behalf of residents and visitors, and work in partnership with the community, business sector,
professional organisations and other levels of government, on issues of access and inclusion for Gold
Coast residents and visitors.

8

Context
3.1 People
The Gold Coast is Australia’s second largest Local Government Area in terms of population. It is also
Australia’s sixth largest city and is growing steadily. In 2011, the estimated resident population of Gold
Coast City was 536,4801. The population is expected to grow by almost 12,000 new residents each
year. By 2031, the Gold Coast will be home to over 798,000 people2.
The Gold Coast is also a main destination for tourists and visitors from other parts of Australia and
all over the world. Over 4.2 million domestic and international tourists visited the city in the year to
December 20113.
People with a disability
In 2009 it was estimated that the total number of Gold Coast residents with a disability was 91,700 —
accounting for 16.2 per cent of the city’s total population4.
Within Gold Coast City5, 28 per cent of residents with a disability were aged between 0 to 44 years
and 72 per cent were aged 45 years and over (compared to 29 per cent and 71 per cent respectively
for Queensland).
Of residents with a disability, more than one quarter (28.6 per cent) had a profound or severe
disability, and over half (54.2 per cent) had a moderate/mild disability.
There were 7,300 Gold Coast residents who had a disability which restricted their schooling and/or
employment.
Ageing population
The Gold Coast is faced with the challenge of a rapidly ageing population. In the 2011 Census, 14.4 per
cent of Gold Coast residents (71,300 people) were recorded as aged 65 years or over6. By 2031, the
number of residents aged 65 years or over is set to increase by almost 2.3 times to 161,100 residents,
1 As at 30 June 2011. Australian Bureau of Statistics, Regional Population Growth Australia, 20102011, catalogue 3218.0.
2 Queensland Government population projections, 2011 edition (medium series), Office of Economic
and Statistical Research, Queensland Treasury.
3 Tourism and Events Queensland, Gold Coast Regional Snapshot, year ended December 2012.
4 Customised data for Gold Coast City taken from the Australian Bureau of Statistics, Survey of
Disability, Ageing and Carers: 2009.
5 Please note: "Gold Coast" refers to the pre-2008 Local Government Boundaries — including
the Statistical Local Areas (SLAs) of Bethania-Waterford, Edens Landing-Holmview, Beenleigh,
Eagleby, Mt Warren Park and Wolffdene-Bahrs Scrub - which have since become part of the
Logan Local Government Area.
6 Australian Bureau of Statistics, Census of Population and Housing, 2011, Basic Community
Profile — B04.
9

accounting for over 20.2 per cent of Gold Coast City’s population7.
As people get older, their level of disability increases. The ageing population will have a number of key
impacts on our community.
Increasing levels of impairment, both physical (especially affecting mobility) and sensory (hearing and
vision).
Increasing levels of cognitive impairment due to increasing number of people being diagnosed with
dementia.
State Electoral Division of Surfers Paradise and the Federal Electoral Division of Moncrieff both have the
highest prevalence of dementia in Queensland.
By 2050, it is predicted that the incidence of dementia on the Gold Coast will increase by 498 per cent.8
7 Queensland Government population projections, 2011 edition (medium series), Office of Economic
and Statistical Research, Queensland Treasury.
8 2011 Alzheimer’s Australia Queensland Report — Projections of Dementia Prevalence and
Incidence in Queensland 2011-2050
10

Increasing community expectations that the built environment be designed to accommodate these
impairments, e.g. accessible car parking, footpaths, kerb ramps and public toilets.
Increasing community expectations that City services will cater for the needs of an ageing population,
including increased access to tailored services such as our Cab Service, smaller wheelie bins and targeted
recreational, library and cultural services.
An ageing population impacts on all of our services and operations, highlighting the need to ensure that
they are accessible for all ages and abilities.

3.2 Role of Local Government
Anti-discrimination legislation
The City has obligations to address issues of access and inclusion for all residents and visitors
through its operations under a range of anti-discrimination legislation. This includes:
•• Disability Discrimination Act 1992 (Commonwealth)
•• Age Discrimination Act 2004 (Commonwealth)
•• Queensland Anti-Discrimination Act 1991 (State)
We also have obligations under the Disability Standards, which are given a legislative head of power
through the Disability Discrimination Act 1992, and make it unlawful to contravene disability
standards (s32) and also assumes liability for City of Gold Coast in so far as The City may permit
another person to do an unlawful act, e.g. contravene the Disability Standards (s122). The Disability
Standards include the following:
•• Disability (Access to Premises — buildings) Standards 2010 — covering all new buildings classes
1b, 2, 3, 5, 6, 7, 9 and 10, including new Transport Buildings and existing buildings which undergo
upgrades requiring building/construction approval
•• Disability Standards for Accessible Public Transport 2002 — covering all new transport
conveyances and infrastructure introduced into service after 23 October 2002. This also covers
existing conveyances and infrastructure which must be timetabled for staged compliance over a
30 year period.
Anti-discrimination legislation requires a local government to ensure that it does not discriminate
against people on the basis of disability, age or impairment in:
the provision of goods, services and facilities (section 24 of the Commonwealth Disability
Discrimination Act 1992, section 28 of the Commonwealth Age Discrimination Act 2004 and
section 46 of the Queensland Anti-Discrimination Act 1991)
to the provision of access to premises and associated facilities, that the public (or a selection of the
public) are allowed to enter or use (section 23 of the Commonwealth Disability Discrimination
Act 1992 and section 27 of the Commonwealth Age Discrimination Act 2004)
employment practices and treatment in the workplace (section 15 of the Commonwealth Disability
Discrimination Act 1992, section 18 of the Commonwealth Age Discrimination Act 2004 and
section 15 of the Queensland Anti-Discrimination Act 1991).
11

Why prepare a Disability Action Plan?
Anti-discrimination legislation in Australia has significant implications for local government. Local
governments can work towards addressing these responsibilities by the development and
implementation of an effective and up-to-date Disability Action Plan under the Commonwealth
Disability Discrimination Act 1992, that identifies a framework for providing access for people of
all ages and abilities across relevant areas of the organisation’s operations.
Currently more than 170 local government authorities across Australia have registered Disability
Action Plans (prepared under the Disability Discrimination Act) with the Australian Human Rights
Commission (AHRC). A number of these have also registered updated and revised plans after several
years, to ensure currency and relevance.

Local Government Act
The LGA places a number of obligations on local government authorities regarding the provision of
equitable access.
Principles of Local Government: Officers performing responsibilities under the LGA are to
observe the principles underpinning the LGA. These principles include sustainable development and
management of assets and infrastructure, and delivery of effective services (section 4(2)(b)), and
democratic representation, social inclusion and meaningful community engagement (section 4(2)(c)).
Best Practice: Council Officers are to provide excellence in service delivery (section 13(2)(a)(ii)) and
continual improvement (section 13(2)(a)(iii)). The CEO is responsible for managing local government
in a way that promotes excellence in service delivery (section 13(3)(a)(ii)) and continual improvement
(section 13(3)(a)(iii)).
Equal Employment Opportunity (EEO): The CEO has the responsibility of managing local
government employees using management practices that promote equal employment opportunities
(section 13(3)(b)(i)). The Local Government (Operations) Regulations (2010) require councils to develop
and implement an EEO management plan and establish procedures to monitor compliance with EEO
requirements.
Access and Equity: the CEO has the responsibility of establishing and implementing practices about
access and equity to ensure that community members have access to local government programs
and services (section 13 (3)(d)(i)).

12

Community consultation
We sought advice and feedback about the accessibility of our operations from local residents and
visitors, community representatives and our staff in the development of this plan, through community
forums, focus groups, interviews, written submissions and surveys.
Some of the key questions asked during the community consultation phase were:
•• what is the City doing well?
•• what are the access barriers and issues?
•• what suggestions do you have for improving access and inclusion?
•• what do you think are priorities?
Feedback received through consultation informed the drafting of actions in this plan.

13

Priority areas
Based on community feedback, the actions in this plan have been grouped into seven sections.

1
2
3
4
5
6
7

City services and information

Customer contact and community engagement

City buildings, community facilities and recreational facilities

Pedestrian environments, public transport infrastructure and car parking

Planning and development

Events and tourism

Employment and training

Each section details:
•• what the City is currently doing to promote access and inclusion in this area
•• what the community said they’d like to see the City do
•• actions the City has committed to in order to improve access and inclusion
•• which City department is responsible for each action
•• when each action will be implemented.

15

Priority Area 1:
City services and information
What we are doing
We are committed to ongoing improvement in all areas of public communication and interaction.
In doing so, we are focusing on minimising the barriers that make it hard for some members of the
community to access our online and printed information.
In order to ensure that all visitors to our website can access information, we are enhancing our web
publishing practices to meet the needs of people with vision impairments. This includes working with
Vision Australia to incorporate more accessible online features and working with web page owners to
ensure Portable Document Format (PDF) documents are provided in accessible formats compatible
to screen reading devices or alternate formats on request.
We are using online technology to share information and enable participation in more accessible
ways, e.g. streaming Council meetings live online. Our social media platforms provide additional
feedback options which enable members of the community to engage in genuine dialogue with us
and have their say on current issues and matters that affect them.
We produce a range of written communications in accessible formats on our services and programs
and we recognise the needs of all customers including those with vision and cognitive impairments.
Examples of accessible written communication includes our Community Resource Directories for
Seniors and People with Disabilities and our large font Waste and Recycling Calendars.

What the community said they want us to do
Areas for improvement that were identified by the community include:
•• access to information about City activities, services, facilities and community events
•• the City to be aware of and fully utilising, available technology and
systems for communicating with residents and visitors
•• providing information in different formats and font sizes to suit people
with vision impairment and other disabilities, and having this information
prominently located on web pages for reading on screen or downloading.
Community members also suggested we could advocate for the provision of
information about accessible restaurants, tourist accommodation and public
facilities on the Gold Coast with local business and tourist organisations.

16

What are our key actions?
What does this mean for me?
Action:
Review rates payment methods currently
available to identify any access barriers for
seniors or people with disabilities.
(Refer to Action 1.4)

Now I can pay my rates
easily.

Action:
Audit immunisation service centres to identify
the level of accessibility at each location.
(Refer to Action 1.37)

I know the locations where
it is easiest for me to get
immunisation for my family.

Action:
Continue to provide mowing assistance for road
reserve areas fronting residential properties,
to eligible residents who are aged or have a
disability. (Refer to Action 1.39)

I can get help from the City
to mow the lawn in front of
my house if I am physically
unable to do this myself.

17

We found it of particular help that
this time the Waste Calendar was
written in large print. As many of
us on the Gold Coast are ageing and some
have sight loss, it is very important that the
large print is easy to see. This also helps
us to get the correct day of the waste cycle.
Many thanks for your consideration.
Kerry Campbell

We will progressively improve access and inclusion to our services and information through the
following actions.

Outcome 1:
People of all ages and abilities can access online information.
Action

Timeline

1.1 Conduct a review of all web pages covering major City projects,
to make information accessible for people with disabilities
by ensuring:

Resp

2014

MP

Ongoing

IS

•• compatibility with screen reading software
•• all attachments are provided in PDF and
Microsoft Word or other accessible format
•• that accessible contact options are provided for people seeking
further information e.g. email, phone and National Relay Service.
1.2 Provide and upgrade Information and Communication Technology
(ICT) facilities and services that meet defined requirements for
accessibility.

Key
Resp Responsibility
CC

Corporate Communication

CD

City Development

DMU

Disaster Management Unit

GCW

Gold Coast Water

HR&LS Health Regulatory and Lifeguard Services
IS

Information Services

MP

Major Projects

PMO

Program Management Office

P&RS

Parks and Recreational Services

RS

Revenue Services

SD&CS Social Development and Community Safety
TP

Tourist Parks

W&RM Waste and Resources Management

19

Outcome 2:
Information produced by the City is accessible to people of all ages and abilities.
Action

Timeline

Resp

1.3 Investigate options to provide hard copies of the general rates and water
and wastewater rates notices in large print and braille upon request.

2015

RS

1.4 Review rates payment methods currently available to identify any access
barriers for seniors or people with disabilities. Review to specifically
consider accessibility for customers with the following:

2015

RS

2014

WRM

•• vision impairment
•• hearing impairment
•• intellectual disability or an acquired brain injury
•• no internet access.
1.5 Provide large print and braille Waste and Recycling Calendars to
residents upon request.

Promote large print and braille versions of the Waste and Recycling
Calendar via:
•• printed messages on all calendars
•• email or newsletter to the community
•• a message on our Green GC website under the heading
of 'Information for people with disabilities'.

20

Outcome 2 (cont):
Action

Timeline

Resp

1.6 Ongoing review and amendment to our Brand and Communication
Guides and Signage Masterplan undertaken in consultation with
the Social Development and Community Safety Branch to ensure
consistency with the intent of the Commonwealth Disability
Discrimination Act 1992.

2013

CC

1.7 Investigate Communication Guides amendments to require the inclusion
of a standard statement at the bottom of all CCs that would refer to the
various alternate formats in which information can be provided.

2013

CC

1.8 Provide information to staff regarding the production and use of
accessible print, media and web information to raise awareness of
accessibility issues.

2013

CC

Outcome 3:
Our Tourist Parks are inclusive and accessible to people of all ages and abilities.
Action

Timeline

Resp

1.9 Establish an online booking system for accessible cabins.

2015

TP

1.10 Review Tourist Park maps to include more information for people with
limited mobility. For example, adding icons to show the location of
accessible parking, pathways, entrances, amenities and cabins.

2013

TP

1.11 Progressively provide information on accessible cabins, including
descriptions of access and images on the Tourist Parks website, under a
heading of 'Accessible Accommodation' on the home page.

Ongoing

TP

1.12 Utilise the Access Guidelines for Tourist Parks in all City Tourist
Park developments.

Ongoing

TP

1.13 Include access provisions consistent with the intent of the
Commonwealth Disability Discrimination Act 1992 and relevant
Australian Standards in all specifications for the design of Tourist Park
amenities and facilities.

Ongoing

TP

21

Outcome 4:
Disaster management planning information includes and is accessible to people
of all ages and abilities.
Action

Timeline

Resp

1.14 Undertake a review of the hard-copy, electronic plans and information
on our web page to ensure that information on evacuation and how to
prepare and respond in a disaster event is available and accessible for
everyone.

2015

DMU

1.15 Ensure all information, including accessible options for contacting the
hotline and disaster preparedness specific to people with disabilities,
is printed in community resources and located on the City’s disaster
management webpage under the heading of 'Information for people
with disabilities'.

2013

DMU

Ongoing

DMU

2013

DMU

Ongoing

DMU

Audio and hard-copy versions are available in large print and braille
upon request, and these options and the contact for requesting these is
included on all versions.

1.16 Our Disaster Management Unit (DMU) to provide free training, resources
and information to community groups, such as Neighbourhood Watch
to enable these groups to raise awareness and work on disaster
preparedness in their local communities.
1.17 The DMU to work with the Social Development and Community Safety
Branch and the community to:
•• raise awareness of the need for everyone to be prepared for disasters
•• review our disaster management information and
planning to ensure that it is accessible to everyone;
specifically seniors and people with disabilities.
1.18 The DMU to work with local agencies to raise awareness about
disasters and the need for preparedness. Agencies targeted are those
who work alongside people who are often the most vulnerable in a disaster
event, including:
•• people living in aged care facilities
•• older people living alone
•• people who are homeless
•• people with disabilities, including mental illness.

22

Outcome 5:
Communication and information systems are accessible and useable.
Action

Timeline

Resp

1.19 In the project planning phase for all new Information and Communications
Technology and online services, include a requirement to meet the intent of
the Commonwealth Disability Discrimination Act 1992.

Ongoing

PMO

1.20 Engage a suitably qualified and experienced access advisor in the
early planning stages of new Information and Communications
Technology to provide advice on the accessibility of systems, and to
ensure consistency with the intent of Commonwealth Disability
Discrimination Act 1992. Incorporate testing by users with a range of
disabilities in the project methodology.

Ongoing

PMO

Outcome 6:
People can easily find information and contacts for community and City services.
Action

Timeline

Resp

1.21 Enhance and promote social media platforms to residents via direct
mail (Mayor’s Message in rates notices) to engage more followers on
Facebook and Twitter.

2013

CC

1.22 Assist Councillors to prepare local newsletter articles and comments
with content specifically targeted to seniors.

2013

CC

1.23 Use on-hold messages, City of Gold Coast website and advertising for
particular projects to inform the community of current City programs
and information, including how to access and request alternative
formats of information.

2013

CC

Ongoing

SD&CS

2013

SD&CS

1.24 Provide information on accessible facilities, activities and services
to support seniors and people with a disability in the Gold Coast by
making the information currently contained in the Community Resources
Directories, 'Assisting Seniors' and 'Assisting People with Disabilities',
freely available and easily accessible.
1.25 Centralise information regarding City rates and water and wastewater
rate payments and enquiries through the inclusion of web links to the
Community web pages for seniors and people with disabilities.

23

Outcome 7:
Access information is available on our website
Action
1.26 Review and update the Gold Coast Access web page which identifies
the accessibility of key facilities, including:
•• parks
•• community centres
•• libraries
•• toilets, and
•• accessible tourist accommodation and entertainment facilities.

Photographer John Mills

24

Timeline

Resp

2014

SC&CS

Outcome 8:
Attachments on our website are accessible to everyone.
Action

Timeline

Resp

1.27 Investigate and implement as viable, PDF alternatives, such as MS
Word versions, to facilitate access for people using screen reading
software to documents on our website.

2014

CD

1.28 Collaborate with officers from across the organisation to undertake the
Customer Orientated Business Improvement (COBI) project to improve
customer experience when dealing with us.

2013

HR&LS

1.29 Commence and continue to implement where viable the provision of
smart forms, to enable community members to complete and submit
forms online.

2014

HR&LS

HR&LS

Outcome 9:
People of all ages and abilities can participate in training provided by the City.
Action
1.30 Include information about the accessibility of training venues in
invitations, and a message encouraging participants to notify organisers
of any accessibility requirements they may have.

Timeline

Resp

2013

HR&LS

Outcome 10:
Eligible seniors and people with disabilities can access an assisted bin service.
Action

Timeline

Resp

1.31 Continue to provide assistance to eligible seniors and people with
disabilities to empty their waste and recycling bins.

Ongoing

W&RM

1.32 Promote the assisted bin service (subject to eligibility) on all printed
calendars, and on our Green GC website under the heading of
'Information for people with disabilities'.

2014

W&RM

25

Outcome 11:
Pensioners can pay less for their rates.
Action

Timeline

Resp

1.33 Continue to offer pensioner rate concessions and rate deferral options
for eligible residents, subject to annual City endorsement.

Ongoing

RS

Outcome 12:
Our water services are accessible and inclusive to people of all ages and abilities.
Action

Timeline

Resp

1.34 Identify and assess Gold Coast Water high risk customers
(e.g. people on dialysis) and ensure appropriate processes and
procedures are in place to meet their needs in the event of
water outage.

2013

GCW
(Operational
Performance)

1.35 Review Gold Coast Water incident management framework to
ensure accessibility issues are addressed and appropriate actions
are taken to ensure effective communication, identification and
inclusion for all.

2013

GCW
(Operational
Performance)

1.36 Review Gold Coast Water community partnership and education
programs to ensure accessibility issues are considered.

2013

GCW
(Operational
Performance)

Outcome 13:
The community can easily find out which immunisation services are at accessible
locations.
Action
1.37 Audit immunisation service centres to identify the level of accessibility at
each location.

Resp

2014

HR&LS

2016

HR&LS

Update printed and online service information to include information
about the accessibility of each site.

1.38 Relocate immunisation services provided from City vans to accessible
immunisation centres.

26

Timeline

Outcome 14:
Residents who are unable to maintain their nature strip, due to age or disability,
can apply to the City for mowing assistance.
Action

Timeline

Resp

1.39 Continue to provide mowing assistance for road reserve areas fronting
residential properties, to eligible residents who are aged or have a
disability.

Ongoing

P&RS

Promote the availability of this service to eligible residents on the Parks
website under the heading of 'Information for people with a disability'.

Outcome 15:
The community is informed about access for people with disabilities at transfer
stations.
Action

Timeline

Resp

1.40 Undertake a progressive review of all transfer stations to identify
accessible areas, and install accessible signage to indicate areas which
offer the easiest access for someone with a disability e.g. points where
there may be step free access, handrails and wider parking bays.

2014

W&RM

1.41 Progressive listing of transfer station locations and accessible features,
including images on our Green GC website under the heading of
'Information for people with disabilities'.

2014

W&RM

27

Priority Area 2:
Customer contact and community
engagement
What we are doing
We are proud of our dedicated customer contact centres which are staffed with friendly, trained
professionals. We recognise that different people want to engage with us in different ways and various
methods of contact are listed on our home page, including email, phone, National Relay Service,
translation and interpretation service and in person.
We strive for excellence in customer service, and in order to enhance customer contact and
community engagement we have implemented a Customer Contact Strategy.
There are four main portals for customer contact:
•• face to face (at customer service points, through Councillors, field officers,
rangers, lifeguards, home/site visits, community events, etc.)
•• telephone (including telephone contact centres)
•• correspondence (including mail, e-mail, fax and SMS)
•• web based/Internet.
While current approaches to 'face to face' customer contact are very effective, other aspects
will be improved.
The City is working to remove the barriers that prevent some people from participating in key
decision-making processes. We do this by providing a range of comment and feedback options for
community consultation.

Suggestions for improving customer contact and community engagement included:
•• proactively engaging people with disabilities, especially on our major projects
•• establish a 'one-stop shop' to provide easy access to information, and
simple options for providing feedback on a range of important facilities
such as parking, footpaths, road crossings, driveways, buildings, parks
and playgrounds, bus stops, printed information and online information
•• enhance partnerships and improve networks between the City and people with
a disability to increase opportunities for information sharing and consultation.

28

Action:
Review the Community Consultation Policy
and associated processes, to ensure they
meet our obligations under anti-discrimination
legislation and are consistent with the intent of
the Commonwealth Disability Discrimination
Act 1992. (Refer to Action 2.2.)


I can easily have a say in
City decision-making.

Action:
Audit all customer service areas of City
Administration Centres, including the building and
communication systems, to identify any access
barriers, and actions for progressively improving
access. (Refer to Action 2.5.)

I can easily access
Administration Centres and
customer services.

Action:
Develop a contact list for community members
to report concerns and provide feedback in
relation to disability access for City infrastructure
and services. (Refer to Action 2.8.)

I know who to contact when
I encounter access issues.

29

I have always loved
the beach and I have
never been able to
access it. I am pleased to see
that Council has installed a
beach access pathway at the
Broadwater Parklands and
it is wonderful to be able to
go down with my family and
sit on the beach in my own
scooter or wheelchair. I hope
to see more of this on other
beaches around the Gold
Coast in the future.
Sharon Morris

We will progressively improve access and inclusion to our services and information through the
following actions.

Outcome 1:
People of all ages and abilities can participate in community engagement activities.
Action

Timeline
2014

MP

Timeline

2.1 During preparation for major City projects, facilitate equitable access in
engagement with the community by:

Resp

Resp

2013

CP&P

•• utilising the Event Accessibility Checklist, produced by
the Australian Network on Disability for planning and setup www.and.org.au/pages/event-checklist.html.
•• following the Guidelines for Producing Readable Text by Vision
Australia www.visionaustralia.org/info.aspx?page=1845
•• including access information and a message on all
invitations to encourage participants to notify organisers
of any accessibility requirements they may have
•• providing the above information and resources to consultants
conducting engagement on behalf of Major Projects.

Outcome 2:
Community engagement processes are accessible and inclusive.
Action
2.2 Review our Community Consultation Policy and associated processes,
to ensure they meet our obligations under anti-discrimination legislation
and are consistent with the intent of the Commonwealth Disability

Key
Resp Responsibility
CC

Customer Contact

CP&P

Corporate Planning and Performance

IS

Information Services

MP

Major Projects

PS

Property Services

RS

Revenue Services

SD&CS Social Development and Community Safety

31

Outcome 3:
Our customer services are accessible and inclusive to people of all ages and
abilities.
Action

Timeline

Resp

2.3 List the various ways in which community members can contact the
City on our website homepage, and in any relevant publications.

2014

CC

2.4 Review our online computer telephony options to identify opportunities
for increasing accessibility for people with disabilities. The review will
include functions such as:

2015

CC

2.5 Progressively audit all customer service areas of our Administration
Centres, including the building and communication systems, to identify
any access barriers, and actions for progressively improving access.

Ongoing

PS

2.6 Continue to provide the following in customer service areas of City
Administration Centres:

Ongoing

•• bill payments
•• form lodgements
•• service requests
•• making complaints.

•• lower height customer counter areas for
customers and staff with disabilities
•• customer seating for people waiting in line for service
•• display information via counter cards or stickers to encourage
customers to notify staff if they require assistance
•• signage to indicate availability and location of hearing loops.

32

CC
CC

Action
2.7 Update web page information regarding rates and water and
wastewater payments and enquiries, including rate concession and
deferral options, to highlight the following accessible options for
contacting us:

Timeline

Resp

2014

RS

2014

SD&CS

•• Translation and Interpretation Service (TIS)
•• National Relay Service
•• email.

Provide concession and rate remission online application forms in PDF
and Microsoft Word to ensure accessibility for customers using screen
reading software.

2.8 Develop a contact list for community members to report concerns or
provide feedback in relation to the accessibility of:
•• parking
•• footpaths
•• road crossings
•• driveways
•• buildings
•• parks and playgrounds
•• bus stops
•• printed information
•• online information.

33

Outcome 4:
Accessible emergency procedures are in place at all City staff and customer
premises.
Action

Timeline

Resp

2016

PS

2.10 Conduct an annual audit of staff work locations, to ensure that all
employees who require assistance in the event of an emergency
evacuation have a Personal Emergency Evacuation Plan in place.

Ongoing

PS

2.11 Review and update emergency evacuation procedures after every
evacuation event (including evacuation exercises).

Ongoing

PS

2.9 Review all City buildings to incorporate both audible and visible
emergency information systems for people with vision and hearing
impairment, such as:
•• visual cues including easy-to-read text on screens,
clear concise signage, visible emergency alarms
•• clear, easy-to-understand audible announcements with specific
instructions, to assist people with vision impairment
•• use of international symbols in signage to assist people with
an intellectual disability or people who cannot read.

Outcome 5:
We communicate and share information regularly with community service
providers, advocacy and support groups and the general community.
Action

Timeline

Resp

2.12 Continue to produce and distribute an eNewsletter to community
groups and service providers sharing information on our projects and
events, opportunities for community involvement and feedback, and
available community grants.

Ongoing

SD&CS

34

Priority Area 3:
City buildings, community facilities
and recreational facilities
What we are doing
We are working to progressively improve access and inclusion to our buildings, community facilities
and recreational facilities for residents and visitors alike.
A key recreational asset is the Gold Coast Oceanway, which seeks to make sections of the city’s surf
beaches accessible to the whole community.
We are also developing recreational facilities for people of all abilities. Our commitment to best
practice in this area has received public recognition by disability organisations, access consultants
and the State Government. Our highly awarded All Abilities Playground and "Changing Places"
accessible change facility at Kurrawa /Pratten Park, Broadbeach (partly funded by the State
Government) is a much loved example of the benefits to the community from the City delivering best
practice in accessibility. This facility includes a height adjustable change bench and tracking hoist
system, which caters to children and adults with a disability. The facility is available to parents, carers,
groups and visitors to the city via the Master Locksmith Access Key (MLAK) system.
At Southport Broadwater Parklands, access to the beach, showers and toilets, the pontoon and
outdoor stage have all been planned with accessibility in mind.
Further improvements to accessibility include:
•• low height counters at Administration Centres
•• provision of a special needs library in Nerang
•• provision of mobile library services and house bound service
•• new library and community precincts with exceptional accessibility features, e.g. the Upper
Coomera Community Hub and Helensvale Community and Cultural Centre
•• provision of a FINA (International Swimming Federation) compliant access ramp at the 50 metre
pool at Palm Beach - one of the first FINA compliant pools with an access ramp in Australia.

36

Since the opening of Sports House as a fully accessible
sports facility almost two years ago, the one major thing
that has astounded me is the obvious demand for fully
inclusive and accessible places for participants with a disability
to undertake recreational activities.
Nearly all of the sports clubs based at Sports House now have a
disability program, which have all gone from strength to strength
and are continuously growing in numbers.
Whilst seeing the disabled members out on the water is inspiring,
its seeing these members back on land that is the exciting
part. They are treated as any other member of the club would
be treated and are growing genuine friendships with their club
mates. This has seen once shy kids becoming confident, and
this is showing whilst competing on the water, as all the disabled
members are developing at an incredible rate. It’s a true credit to
both the club and the members, and a joy to watch.
Dale Salmon, Manager — Sports House at Varsity Lakes

What the community and staff said they want us to do
Stakeholders recommended a number of initiatives to further enhance visitor and community
experience of the Gold Coast as a city with high levels of access and inclusion. These include:
•• implement the full range of accessibility features for footpaths and building entrances,
within buildings and at facilities such as theatres, stadiums, pools and parks
•• integrate better signage, including braille signage, in building
and precinct design wherever possible
•• create more accessible car parking, self-opening doors, wider
corridors and other accessible building features
•• incorporate best practice principles into the design of paths of travel to improve access
for people in wheelchairs, those with mobility aids and people pushing prams
•• create more accessible beach access points.

Key
Resp Responsibility
CV&S
ES

Executive Services

LS&CD

Library Services and Cultural Development

P&RS


PS

Property Services

SC&CS

Social Development and Community Safety

W&RM

38

Community Venues and Services

Waste and Resources Management

Action:
Continue to provide information and services
at all branch libraries for people with disabilities
and older people, including special needs library
collection, mobile and house-bound service,
assistive and adaptive equipment and free
meeting room space for not-for-profit/support
group meetings. (Refer to Action 3.2.)

I can access a large
range of library resources
and books in a format
that I can read.

Action:
Implement the city-wide 'Public Toilet
Refurbishment Program' to improve the
accessibility and safety of public amenities.
Regular updates on accessible facilities will be
provided to the online 'National Public Toilet
Map' (toiletmap.gov.au/).
(Refer to Action 3.17.)

I can access and
locate accessible
public toilets easily.

Action:
Provide a list of playgrounds, under the heading
of 'Information for people with a disability' on
the Parks website, of all accessible playgrounds
which have border fencing and nearby
accessible toilets, car parking and connecting
pathways. (Refer to Action 3.23.)

I can easily plan
outings, find recreation
venues and locations
that are accessible.

Action:
Incorporate ramp entry into City pools in
standard design documentation for new and
upgraded works for aquatic centres. (Refer to
Action 3.27.)

I can use the City’s
pool facilities.

39

We will progressively improve access and inclusion to our buildings, community facilities and
recreational facilities through the following actions.

Outcome 1:
City libraries are accessible to people of all ages and abilities.
Action

Timeline

Resp

3.1 Review existing access audits, or undertake audits for older branch
libraries (where not previously audited), and progressively implement the
recommendations as part of ongoing asset management planning.

Ongoing

LS&CD

3.2 Continue to provide information and services at all branch libraries for
people with disabilities and older people including:

Ongoing

LS&CD

3.3 Review existing assistive and adaptive equipment and programs, and
replace outdated items with more recent technology, to enhance the
accessibility of systems for people with a disability.

2014

LS&CD

3.4 Investigate options for improving access to online information about
branch libraries' services and programs specific to people with
disabilities e.g. establishment of a central point / page which links to all
relevant information.

2014

LS&CD

3.5 Develop further operational initiatives and programs in consultation with
SD&CS Branch and people with disabilities, that specifically support
people with disabilities e.g. story-telling with Auslan.

Ongoing

LS&CD

3.6 Increase awareness of the availability of the special needs library by
promoting it to local families, special schools, disability agencies and
networks. Examples may include an introductory letter to principals
of schools with special education units, emails to disability agencies,
website screensaver and message, and community newsletter articles.

2013

LS&CD

•• special needs library collection at Nerang (majority of items
available for reservation and collection at all branches)
•• mobile and house-bound service — including
the accessible mobile library
•• assistive and adaptive equipment
•• collections in a variety of formats
•• free meeting room space for not-for-profit/support group meetings.

40

Enhance online access to the special needs collection by including
images, to enable people to view and request items online.

Outcome 2:
Our facilities are accessible for people of all ages and abilities.
Action

Timeline

Resp

3.7 Develop information about access and inclusion and provide it to
all lessees of City-owned property via a mail-out or article in the
Leasehold Newsletter.

Ongoing

PS

2015

PS

Information is to include:
•• awareness of the new Access to Premises Standards
(Buildings) in relation to any upgrade or modification works
•• obligations for lessees to ensure that people with
disabilities have equitable dignified access.
3.8 Review lease agreements to determine if any alteration needs to occur
to comply with anti-discrimination legislation.

Outcome 3:
The Arts Centre Gold Coast is accessible for people of all ages and abilities.
Action

Timeline

Resp

3.9 Continue to implement the Arts Centre Disability Action/Management
Plan and associated actions, including:

Ongoing

PS

•• braille and tactile signage
•• visible and audible fire alarms and emergency
procedures that address the needs of all people.

Outcome 4:
Our private sector companies fulfil their obligations under anti-discrimination
legislation.
Action

Timeline

Resp

3.10 As part of the next round of renewals for City and Controlled Entities
service level agreements, ensure all entities meet their legislative
obligations under anti-discrimination legislation.

Ongoing

ES

42

Outcome 5:
Our community and staff buildings are inclusive and accessible to people of all
ages and abilities.
Action

Timeline

Resp

3.11 Investigate a Scooter Recharge Point and possible trial at one of
the major branch library locations. Widely publicise the trial to the
community via internet, email to community networks, signage in
libraries and in relevant library resources.

2014

LS&CD

3.12 Ensure that information regarding the accessibility of the City’s individual
branch libraries is available on our website.

2014

LS&CD

3.13 Continue to seek access advice from our Technical Disability Planner, or
an accredited and suitably qualified Access Consultant, at the inception
of projects involving community and staff buildings.

Ongoing

PS

Ongoing

PS

The resulting advice is considered during the planning, construction and
final approval stages of projects.

3.14 Continue to ensure that all tender documents and contracts for the
design of new buildings and connecting infrastructure contain specific
requirements for adherence to current standards for accessibility and
best practice outcomes, where achievable, for the following elements:
•• ramps and stairs
•• emergency egress
•• street furniture
•• pathways
•• way finding
•• lighting
•• communication systems (audio loops)
•• customer service counters (lowered section for
officers and customers with a disability)
•• accessible parking
•• access to buildings.
3.15 Ensure that all upgrades to existing City buildings continue to meet
the requirements of the Commonwealth Disability Discrimination
Act 1992 and the Disability Access to Premises (Buildings) Standards
(2010) and give due consideration to the design constraints of the
building, and future plans for the site.

44

PS
Ongoing

Outcome 6:
Public waste and recycling bins are accessible to everyone.
Action
3.16 Investigate progressive replacement of the current standard height bins
with accessible height bins, as part of routine asset management and
replacement processes.

Timeline

Resp

2015

W&RM

Timeline

Resp

2017

P&RS

2013

P&RS

Outcome 7:
Accessible toilets and amenities are provided across the city.
Action
3.17 Continue to implement the city-wide 'Public Toilet Refurbishment
Program' to improve the accessibility and safety of public amenities.

Promote the upgrades and new accessible facilities via regular updates
to 'The National Public Toilet Map' www.toiletmap.gov.au

3.18 Investigate accessible tap operating systems in hand basins, in
response to concerns raised by the community about the inaccessibility
of the "push panels" currently used. Investigations to include:
•• sensor systems, and
•• short stem / flick lever taps.

Outcome 8:
Groups facilitating social outings for seniors and people with disabilities are
assisted to access parks.
Action

Timeline

Resp

3.19 a) Continue to provide park gate keys for free, to eligible organisations
providing social and recreational outings for seniors and people with
disabilities. (Keys enable vehicle access into the park, which assists
people with limited mobility to access facilities including toilets and
picnic areas).

Ongoing

P&RS

b) Promote the availability of keys to eligible groups on the Parks
website, under the heading of 'Information for people with a disability'.

45

Outcome 9:
The All Abilities Playground at Kurrawa provides a positive experience for people
of all ages and abilities.
Action
3.20 Engage with families and organisations who use the All Abilities
Playground, and adult-sized change facility at Kurrawa, to find out what
is working well and to identify improvements.

Timeline

Resp

2014

SD&CS
P&RS

Develop a plan for progressive improvement in response to feedback
from the community.

Outcome 10:
Playgrounds offer access for children and adults of all ages and abilities. The
community can easily locate fenced, accessible playgrounds.
Action
3.21 Investigate and assess existing parks, to identify possible future
'All Abilities' playground sites, based on the model at Kurrawa and
subsequent feedback from the community.
3.22 Continue to monitor and maintain playground equipment, and provide
a timely response to requests from the community regarding potential
issues and concerns about access.

46

Resp

2014

P&RS

Ongoing

P&RS

2014

P&RS

Include a contact email and phone number on the Parks website under
the heading of 'Information for people with a disability' for people to
report concerns or provide feedback regarding the accessibility of parks
and facilities.

3.23 Provide a list of playgrounds, under the heading of 'Information for
people with a disability' on the Parks website, of all fenced, accessible
playgrounds e.g. list playgrounds which have border fencing and nearby
accessible toilets, car parking and connecting pathways.

Timeline

Promote the list via website, email and newsletter to disability and
playgroup networks, special schools and community organisations.

Outcome 11:
The unique Gold Coast natural environment is accessible to people of all ages and
abilities.
Action
3.24 Investigate natural bushland / bushwalking areas to identify accessible
areas and features.

Timeline

Resp

2014

P&RS

Include details of these features, including photos, on the Gold Coast
Access website and link to the Parks website under the heading
'Information for people with a disability'.

Outcome 12:
Plant choices in our parks and gardens consider the sensory experience of people
with vision impairment
Action
3.25 Review and amend the City 'Planting Guide' to incorporate more edible
and fragrant plants in parks and gardens across the city.

Timeline

Resp

2014

P&RS

47

Outcome 13:
City-owned aquatic centres and community centres are welcoming, accessible
and inclusive of people of all ages and abilities.
Action

Timeline

Resp

2015

CV&S

3.27 Incorporate ramp entry into pool in standard design documentation for
new and upgraded works for aquatic centres.

2015

CV&S

3.28 Progressively incorporate accessibility upgrade priorities in the annual
review of asset management plans for aquatic centres and community
centres, allowing targeted investment across our asset base.

Ongoing

CV&S

2015

CV&S

3.26 List information regarding the accessibility of each aquatic centre and
community facility on our website and printed material.

Information may include a description of:
•• accessible parking
•• front entrance
•• entry to main pool
•• access to change room
•• change facilities
•• accessible toilets
•• pool chairs

Identify access issues in the older facilities and planning for
improvements over time — as budget and resources allow.

Engage the community to provide feedback on access issues and to
assist with prioritising works.

3.29 Achieve full compliance with Australian Disability Standards for the new
community centres at Upper Coomera and Helensvale and incorporate
accessibility enhancements to meet the intent of disability discrimination
legislation in relation to the following:
•• internal fit out
•• egress/ stair refuges (Helensvale)
•• way finding principles (Helensvale)
•• set down areas.

49

Priority Area 4:
Pedestrian environments,
public transport infrastructure
and car parking
What we are doing
We would like residents and visitors to be able to get around the city easily, safely and efficiently.
In order to achieve this goal, we are working to progressively improve access and inclusion to our
pedestrian environments, public transport infrastructure and car parking.
Whether it’s getting around the city by bus, car or foot, a number of initiatives are planned to help
make it easier for older people or people with a disability. This includes our planned improvements in
the provision of low-cost or free accessible transport; planning for more convenient, compliant and
sufficient accessible parking; and ensuring that people can move seamlessly throughout the city via
connected, accessible pathways.
Our design processes also ensure accessibility is an integral consideration. This means new City
assets comply with the Australian Disability Standards and best practice specifications wherever
possible.

Stakeholders provided a number of suggestions on how to improve accessibility for
people moving throughout the city. These included:
•• improve public transport infrastructure, with better design for access and safety
•• better information with improved timetables and accessibility
information to help journey planning
•• public transport operators, including cab drivers, be made aware
of the needs of passengers with disabilities, and the needs of
older people and carers travelling with young children
•• improve footpaths and pathways, including creating wider
paths, better gradients and improved surfaces
•• footpaths be monitored to ensure they are free of clutter and obstacles
•• provide more information about accessibility and 'way finding' aids (signage, standard
designs and features, tactile surface indicators and audio aids at signalised crossings)
•• adopt a more consistent approach to the provision of adequate accessible parking
and improve enforcement activities to ensure proper use of accessible bays.

50


Action:
Investigate and implement free off-peak public
transport for seniors. (Refer to Action 4.4.)

I will have more opportunity
to get out and about and
access the services I need.

Action:
Establish a program for identifying and
upgrading all City-owned, non-compliant
kerb ramps and footpaths associated with
road crossings, to meet Australian Disability
Standards. (Refer to Action 4.16.)

There will be more
locations where I feel
safe crossing the road.

Action:
Develop a City Parking Strategy which will
assess disability parking needs of the city and
maximise utilisation of disability parking bays.
A parking bay audit will be undertaken of the
city including disability parking bays. Locations
of parking bays will be included on our website
- Where to Park on the Gold Coast. (Refer to
Action 4.8.)

Accessible parking bays
are available in convenient
locations and I can easily
find out where to park.

Action:
Implement the City Bus Stop Upgrade Program,
in accordance with the requirements of the
Disability Standards for Accessible Public
Transport (2002) by 2022. List the locations of
all Disability Standards for Accessible Public
Transport (2002) compliant bus stops on our
website, including images, and a contact for
reporting any access issues or damage to bus
stops. (Refer to Actions 4.29 and 4.30.)

I have improved access
to public transport.

51

We will progressively improve access and inclusion to its pedestrian environments, public transport
infrastructure and car parking through the following actions.

Outcome 1:
Older people and people with a disability can access or find out about low cost, or
free, accessible transport.
Action

Timeline

Resp

4.1 Provide information on community transport providers in the Community
Resources Directories and on the City’s Gold Coast Access website.

Ongoing

SD&CS

4.2 Review and expand coverage, frequency, and alternate shopping/
activity destinations of the existing City Cab program to include areas
with high need where appropriate.

Ongoing

CT

4.3 Develop and provide public and community transport information in
hardcopy and online; including accessibility features of each service for
people with restricted mobility, e.g. prams, wheelchairs, walking aids,
and confirmation of an appropriate and accessible footpath between
destinations and transport stops.

Ongoing

CT

2014

CT

Maps that are included with promotional material for public and
community transport services are updated to show the locations of
stops along the route.

4.4 Investigate and implement free off-peak public transport for seniors.

Key
Resp Responsibility
AB

Assets Branch

CAM

Corporate Asset Management

CD

City Development

CP

City Planning

CT

City Transport

DB

Design Branch

HR&LS

Health, Regulatory and Lifeguard Services

M Maintenance
MP

Major Projects

SD&CS


T Traffic

52

Outcome 2:
Convenient, compliant and sufficient accessible parking is available throughout
the Gold Coast.
Action

Timeline

Resp

4.5 Investigate the potential to apply new parking management technology
to assist with compliance relating to disability parking bay use.

Ongoing

HR&LS

4.6 Collaborate with City Transport branch to advocate parking compliance
within the community through an educational program on the
appropriate use of disability parking bays.

Ongoing

HR&LS

4.7 Advocate parking compliance with government agencies including
Queensland Police and Queensland Department of Transport.

Ongoing

HR&LS

2014

CT

4.8 Develop a City Parking Strategy which achieves the following:
•• review all relevant town planning requirements, the City Transport
Plan, and relevant codes and standards to ensure consistency in
requirements of supply of accessible bays at a minimum of 3 per cent
•• assess on and off-street accessible parking needs in high
use areas including activity centres and health service
precincts, for increased provision (up to 6 per cent)
•• provide guidance on locating and designing
accessible parking bays for development
•• provide recommendations on the implementation of Parking
Strategy initiatives in our Planning Scheme, Car Parking,
Access and Transport Integration constraint code
•• provide opportunity for feedback from the community
regarding accessible parking and progressively
implement endorsed recommendations
•• assess disability parking needs of the city and maximise utilisation of
disability parking bays with the provision of easy access information
and real time information on disability parking information
•• request State Government review of the Australian Disability
Parking Scheme to minimise illegal or misuse of accessible
parking bays (e.g. include photo identity on permits)
•• explore options include provision of contact email/SMS to
enable reporting of alleged misuse of parking bays
•• undertake a parking bay audit of the city including
disability parking bays and include information on the
City’s website - Where to Park on the Gold Coast.

53

Outcome 3:
People of all ages and abilities can move seamlessly throughout the city via
connected, accessible pathways.
Action

Timeline

Resp

4.9 Repair paths of travel (i.e. pedestrian connections) in response to
community requests and annual inspections, to provide improved
access as part of the disability access capital works program.

Ongoing

AB

4.10 Ensure all planning and design activities address accessibility
considerations and are undertaken in accordance with legislative
obligations under the Commonwealth Disability Discrimination
Act 1992 and the agreed functional design specifications (asset class
acceptance criteria, where available). Incorporate opportunities for
increased accessibility beyond "deemed to satisfy" requirements,
considering overall functionality for all users.

Ongoing

DB

4.11 Provide input to the City Solicitors Branch Local Law Review
processes with a view to highlighting the benefits of clear, accessible
paths of travel for footpath users of all ages and abilities, as consistent
with the requirements of Commonwealth Disability Discrimination
Act 1992.

ongoing

HR&LS

4.12 Provide feedback to Planning, Environment and Transport (PE&T)
regarding concerns expressed by residents about access for
wheelchairs from driveways onto the road.

ongoing

HR&LS

4.13 Update all Standard Operation Procedures including checklists, to
ensure accessibility issues are considered to the extent permitted under
legislation in the licensing and permit approval assessment process.
e.g. roadside dining activities.

2013

HR&LS

4.14 Facilitate the incorporation of standard drawings for kerb ramps
(ramped pedestrian crossings) issued by the Institute of Public Works
Engineering Australia Queensland in the Land Development Guidelines,
for consistent use across the organisation.

2015

CP

54

CD

I am an extremely
outgoing person.
Without inclusiveness
and accessibility, quite simply
I would be stuck inside my
home and I wouldn’t be able to
work or enjoy the things that
others enjoy!
Savyy Hunt

Outcome 4:
The design and construction of our City assets comply with Australian Disability
Standards and best practice specifications where possible.
Action

Timeline

Resp

4.15 Develop an Asset Class Acceptance Criteria to ensure assets are
delivered in compliance with the Commonwealth Disability

2013

AB

4.16 Establish a program for identifying and upgrading all City-owned, noncompliant kerb ramps and footpaths associated with road crossings, to
meet Australian Disability Standards.

2013

AB

4.17 As part of the review of the Asset Custodian Policy, include the following
responsibility of Asset Custodians:

2013

CAM

4.18 Update the Levels of Service section of the Asset Management Plan
Template to include 'Accessibility' as a service component to be
considered by Asset Custodians when specifying levels of services.

2013

CAM

4.19 Develop best practice technical guidelines to inform the City’s asset
custodians about key elements of accessibility including:

2014

SD&CS

'Comply with the Commonwealth Disability Discrimination Act 1992 and
Equitable Access Policy for all assets, and develop plans to achieve
compliance over time for existing assets, and develop management
plans for existing assets where compliance is not achievable.'

•• ramps and stairs
•• emergency egress
•• street furniture
•• pathways
•• way finding
•• lighting.

56

Outcome 4 (cont):
The design and construction of our City assets comply with Australian Disability
Standards and best practice specifications where possible.
Action

Timeline

Resp

4.20 Maintain clear, accessible paths of travel for people with disabilities, as
part of routine maintenance services, and respond to requests from the
community regarding maintenance concerns related to access.

Ongoing

M

4.21 Incorporate in design briefs to Design Branch, scope to include
the provisions of the Australian Disability Standards for all new and
upgraded installations of:

Ongoing

T

Ongoing

T

Ongoing

CT

•• pathways and kerb ramps to AS1428.1 (2009)
•• tactile ground surface indicators to AS1428.4.1 (2009)
•• car parking to AS2890.6 (2009).
And wherever possible:
•• pedestrian kerb ramps at a minimum width of 1200mm
•• pedestrian pathways at a minimum width of 1800mm.
4.22 Continue to investigate and rectify access issues at road crossings to
provide pedestrian refuges at appropriate locations on roadways as
reported by community members.

Promote the relevant contact on the City of Gold Coast web page for
residents to report concerns about traffic facilities e.g. signage, line
marking and pedestrian safety.

4.23 Investigate and rectify insufficient timing at signalised crossings as
reported by community members.

Promote relevant contact information on our web page for residents to
report concerns about transport infrastructure.

57

Outcome 5:
New City assets comply with Australian Disability Standards.
Action

Timeline

Resp

4.24 Ensure that the planning and design of new municipal infrastructure that
is delivered, meets our obligations under anti-discrimination legislation
and complies with relevant Australian Disability Standards.

Ongoing

MP
AB

Outcome 6:
We are an active advocate for accessible public transport services and
information.
Action

Timeline

Resp

4.25 Advocate to state and private bus operators in Gold Coast City to:

Ongoing

CT

•• confirm timeline for when Gold Coast bus fleet will be accessible
•• confirm options and timeframe to deliver accessible
information on bus stop and bus service accessibility
•• confirm options and timeframe to deliver appropriate
information on bus stop/station accessibility e.g. stops are
on steep sites and the next nearest accessible bus stop
•• address bus stop locations that do not have a safe,
convenient and accessible pedestrian crossing point
•• investigate improved wheelchair stability/safety on buses
•• investigate opportunities for audible and visual 'real time'
travel information for all buses and bus stops
•• provide training for bus drivers regarding access and
inclusion, including driver attitude, driving style and
understanding of barriers to access for people with
disabilities, including people using assistance animals
•• investigate new technology to communicate
public transport accessibility information.

59

Outcome 7:
Our planning and design work demonstrates leadership in access and inclusion.
Action

Timeline

Resp

4.26 Ensure that the planning and design stages of all major transport
projects consider impacts on access and inclusion.

Ongoing

CT

Ongoing

CT

2015

CT

Consider access issues in the early concept planning phase, including
the location of services and facilities (e.g. libraries, community centres,
health services etc.) and access for people who do not drive.

4.27 Prioritise planning and provision of accessibility upgrades for transport
infrastructure to allow for progressive improvement and inform our
annual Capital Works program (e.g. footpath upgrades, intersection
upgrades, increased accessible parking etc.).
4.28 Provide a map showing footpath locations on our website.

Outcome 8:
Bus stops are well connected and accessible to people of all ages and abilities.
Action

Timeline

Resp

4.29 Implement the City Bus Stop Upgrade Program, in accordance with the
requirements of the Disability Standards for Accessible Public Transport
(2002) by 2022.

Ongoing

CT

4.30 List the locations of all Disability Standards for Accessible Public
Transport (2002) compliant bus stops on our website, including images,
and a contact for reporting any access issues or damage to bus stops.

2018

CT

60

Priority Area 5:
Planning and development
What we are doing
Creating an environment where all people feel welcome, and a city that is accessible and can be
enjoyed by all, is one of the City’s key priorities.
We recognise that the best results are achieved when the whole community is engaged in planning
for the future, and we want to encourage all residents to be actively engaged in shaping the decisions
that will impact on the city now and in the future.
We are working to improve accessibility through planning and development processes and allowing
opportunities for involvement from the whole community. This includes ensuring that the planning
scheme document and its review process are accessible online to all members of the community;
development decisions are informed by requirements of accessibility; fast tracking the assessment of
development applications for affordable housing and project owners and managers are informed of
their obligations under anti-discrimination legislation.

Stakeholders identified the need for more accessible development to be
delivered throughout the city. Suggestions to achieve this include:
•• increasing awareness of best practice planning and design principles through the
provision of supporting information and guidelines, training and compliance
•• increase awareness and understanding of legislation governing built environment outcomes
•• increase opportunities to contribute to strategic planning
and design processes for major projects
•• extend the higher standards of accessibility being achieved in public buildings and
facilities to the private and commercial sectors, e.g. shopping centre and commercial
complexes could improve access and movement by better coordinating the design
of essential features such as parking areas, bus stops, drop-off and taxi zones
•• increase provision of affordable, adaptable and accessible housing
•• increase awareness and promotion of the economic benefits of inclusive and equitable access.

It should be noted that the City’s ability to influence some of these matters is limited to our role as
assessment manager in the development assessment process and advocacy opportunities as
they arise.

62



Action:
Enhance physical access for members of the
community of all ages and abilities in all Centre
Improvement Program streetscape improvement
projects. (Refer to Action 5.2.)

My local business centres
are more pedestrian friendly
and make it easy for me to
move around and access
the businesses I need.

Action:
Develop awareness within the building and
construction industries about incorporating
access requirements into buildings and new
developments. (Refer to Action 5.17.)

I will have access to
more buildings and
places in the city.

Action:
Fast track assessment for affordable and
appropriate universally designed housing
proposals from not-for-profit housing providers.

I have more housing choice
to meet my diverse needs.

Key
Resp Responsibility
AB

Assets Branch

CD

City Development

CP

City Planning

CP&P

Corporate Planning and Performance

HR&LS

Health, Regulatory and Lifeguard Services

LS&CD

Library Services and Cultural Development

MP

Major Projects

P&RS


SC&CS


63

The City will progressively improve access and inclusion in its planning and development assessment
processes through the following actions.

Outcome 1:
Our planning and design work demonstrates leadership in access and inclusion.
Action

Timeline

Resp

5.1 Ensure our Technical Planner (Disability), or suitably qualified and
experienced access consultant, continues to be engaged during the
early planning stages of all major new, upgrade and renewal projects to
provide advice regarding access and inclusion.

Ongoing

LS&CD
MP
P&RS
AB
CD

5.2 Consider opportunities for enhancing physical access for members
of the community of all ages and abilities in all Centre Improvement
Program streetscape improvement projects.

Ongoing

CD

5.3 Ensure all contributed assets are built to comply with Disability
Standards made under the Commonwealth Disability

Ongoing

CD

2013

CD

5.5 Building Certification officers to provide a service which ensures
compliance with the Building Code of Australia/ National Construction
Code and the Disability (Access to Premises — Buildings) Standards
2010 and all associated Australian Standards

Ongoing

HR&LS

5.6 Review all building certification application, assessment (including
checklists) and approval documents to ensure accessibility issues are
considered in the Building Certification assessment process.

2013

HR&LS

Ongoing

HR&LS

5.4 Review the City’s Open Space Management Guidelines and associated
documents (Activity Specification for Generic Open Space Management
Plan) to consider the City’s obligation under the Commonwealth
Disability Discrimination Act 1992.

5.7 Include Social Development and Community Services Branch as an
internal referral service for Building Applications as appropriate.

64

I look forward to being able to
take my family, especially my
granddaughters, to the Southport
Broadwater Parkland Rockpools when
they next come to see me as we know
we can access almost everything in that
park. I really want to have a great day
out with them and be a part of the fun.
All I want out of my life is to be treated
with respect and be a Mum and a Nanna
to my grandchildren and enjoy going
"out" with my family with no hassles or
barriers.
Josie

Outcome 2:
The planning scheme document and its review process is accessible to all
members of the community.
Action

Timeline

Resp

5.8 Upload PDF alternatives, such as MS Word versions, for all planning
scheme documents on our website to facilitate access for people using
screen reading software.

Ongoing

CP

5.9 Minimise accessibility barriers for people with vision impairment, in the
development of the planning scheme website, to comply with level AA
of the World Wide Web Consortium Accessibility Guidelines (WACG
2.0), where it does not significantly impact on the timing and cost of the
Gold Coast Planning Scheme review.

Ongoing

CP

5.10 List the various ways that community members can contact us on our
planning scheme website and in our publications. Methods of contact
will include:

Ongoing

CP

•• email
•• phone
•• National Relay Service
•• Translation and Interpretation Service
•• in person (web link to list of accessible customer service locations).

Outcome 3:
Project owners and managers meet their obligations under anti-discrimination
legislation.
Action
5.11 Amend the Corporate Governance Framework and Corporate Activity
Framework to include the requirement for all projects to consider
accessibility obligations as part of project planning and implementation
(including compliance with relevant anti-discrimination legislation).

66

Timeline

Resp

2014

CP&P

Outcome 4:
Development decisions are informed by principles of access and inclusion.
Action
5.12 Develop Equitable Access Guidelines for implementation in the
Development Assessment process to inform good access outcomes in
new developments. The guidelines will contain information about:

Timeline

Resp

2014

SD&CS

2015

SD&CS

•• the economic and social benefits of accessibility
•• good development outcomes (existing examples)
•• contacts and resources for further information and advice.
5.13 Collaborate with City Planning Branch officers to develop a Social Health
and Impact Assessment Code for implementation in our new planning
scheme.

Ongoing SD&CS
5.14 Raise awareness across City branches of the availability of our in-house
Accredited Technical Access Officer for advice about compliance of new
and existing assets, service delivery, and management plans, under the
requirements of the Commonwealth Disability Discrimination Act
1992, Building Code of Australia/National Construction Code, the Disability
(access to Premises - Buildings) Standards 2009 and all associated
Australian Standards.
2013

CD

Ongoing

CD

Ongoing
5.17 Develop awareness within the building and construction industries about
incorporating the access requirements into buildings and new developments:

CD

5.15 Implement a set of standard advisory notes in development approvals
to ensure new developments are Commonwealth Disability
Discrimination Act 1992 compliant for public land not within the road
reserve.
5.16 Continue to implement AustROADS (a road design manual) in the
assessment of development applications.

•• incorporate design requirements in accordance with legislative
frameworks e.g. AS1428 in the Building Code of Australia applicable to
building applications
•• advise the development industry of their responsibilities in meeting
Commonwealth Disability Discrimination Act 1992 requirements and
opportunities created by more accessible development
•• conduct inspections on building compliance and investigate
building complaints
•• provide a copy of the Australian Human Rights Commission's Missed
business — How to attract more customers to your business by offering
better access to your business to members of the development industry
•• include relevant information in City Development Industry newsletters.
67

Accessible Common Areas
at Horizon Housing’s Bowden Court Project

Horizon Housing’s
Accessible Share
House, Eko:Bode

68

Outcome 4 (cont):
Action
5.18 Implement the Equitable Access Guidelines in the development
assessment process.

Timeline

Resp

2015

CD

Outcome 5:
Affordable and appropriate universally designed housing is promoted in the
Gold Coast.
Action

Timeline

Resp

5.19 Fast track assessment for affordable and appropriate universally
designed housing proposals from not-for-profit housing providers.

Ongoing

CD

Outcome 6:
Attachments on our town planning website are accessible to everyone.
Action

Timeline

Resp

5.20 Upload PDF alternatives, such as MS Word versions, to facilitate access
for people using screen reading software to all City Development
documents on our website.

2013

CD

5.21 Collaborate with officers from other directorates to undertake the
Customer Orientated Business Improvement (COBI) project to improve
customer access to planning enquiries and lodgement of applications
and complaints.

2013

CD

5.22 Implement eDA for all application types.

2018

CD

69

Priority Area 6:
Tourism and events
What we are doing
The Gold Coast hosts an estimated 4.2 million visitors every year. They come to enjoy the region’s
attractions and the year-round program of city-wide and community-based events.
Tourism is a huge economic driver for the city, and we are working to ensure that attractions and
events are accessible and inclusive to support a prosperous and sustainable tourism industry and
allow our residents to actively participate in the cultural life of this diverse and vibrant city. This
includes enhancing the accessibility of our major venues that host international performances,
exhibitions and world-class sports; hosting a Commonwealth Games in 2018, that can be accessed
and enjoyed by all; working with organisations responsible for event delivery and advocating for
accessibility considerations to be addressed in planning.
We also support a wide range of events throughout the year highlighting inclusiveness. This includes
support for activities for seniors, such as Seniors Week and offering a diverse and inclusive program
of events through our libraries.

To ensure that everyone has the opportunity to fully participate in the tourism, sporting and
cultural life of the Gold Coast, stakeholders suggested the following:
•• the City conduct its events in accessible venues and provide an events checklist
to help ensure that all events have a focus on access and inclusion
•• promote the importance of access in the City's tourism strategy, including
why providing good access makes good business sense
•• provide the business community with support and guidance to maximise
accessible tourism opportunities and market the Gold Coast as an accessible
city, particularly in the lead up to the 2018 Commonwealth Games.

70

Action:
We will require event organisers to provide
equitable access for people with disabilities and
communicate the location of accessible features
and any potential barriers to access. (Refer to
Action 6.6.)

Action:
Our Active and Healthy Program will include
specific activities for people with disabilities,
seniors and families with children. The
community will be invited to provide feedback
on the program and activities. Hard copies of
the program will be distributed to local disability
and seniors organisations and to residents and
visitors without internet access upon request.

Action:
Advocate and recommend to Gold Coast 2018
Commonwealth Games Corporation (GOLDOC)
to promote an accessible and inclusive Games —
A Games for everyone. (Refer to Action 6.10.)

I have the opportunity to
attend a wider range of
events in the city.

I can participate in the City’s
Active and Healthy Program.

I will have the opportunity
to be part of the Gold
Coast 2018 Commonwealth
Games experience and
celebrations, and there
will be a legacy of improved
access to sporting venues
and public spaces across
the city.
71

The City will progressively improve access and inclusion to our organised events and advocate
for accessible tourism and accessible non-community events (such as the Gold Coast 2018
Commonwealth Games 2018) through the following actions.

Outcome 1:
Programs and facilities provided by us are accessible for people of all ages and
abilities.
Action

Timeline

Resp

6.1 Continue our Active and Healthy Program to include specific activities for:

Ongoing

P&RS

2014

P&RS

•• people with disabilities
•• seniors
•• families with young children.

Provide opportunities to the community to give feedback on the program
and activities, and reflect this in the program where and when possible.

Continue to distribute hard-copy programs to local disability and seniors
organisations and to residents and visitors without internet access upon
request, to the extent brochures remain available.

6.2 Develop an 'Event and Activity Accessibility Checklist' by Parks and
Recreational Services, in conjunction with Social Development and
Community Safety, to guide accessible events and programs.

Distribute the completed checklist to all activity providers in our Active
and Healthy Program, to raise awareness and facilitate accessible and
inclusive activities and events.

Key
Resp Responsibility
CGU
ED

Economic Development

ES

Executive Services

P&RS


SD&CS


SE

72

Commonwealth Games Unit

Special Events

Outcome 2:
People of all ages and abilities can participate in City-supported community
events including the Seniors Week events.
Action

Timeline

Resp

6.3 Amend the Community Grants Program (incorporating Seniors Week
Grants Program) application process, so that applicants are required
to certify that they will provide access for people with limited mobility at
their event or activity.

2014

ES

6.4 Provide all applicants for the Community Grants Program (including the
Seniors Week Grants Program) with a copy of the Australian Network
on Disability’s Event Accessibility Checklist to help them provide events
that are accessible to everyone.

2014

ES

Outcome 3:
People of all ages and abilities can access and enjoy the Gold Coast 2018
Commonwealth Games.
Action
6.5 Consider accessibility issues in the development of the Public Domain
Strategy and the City Operation Strategy consistent with the intent of the
Commonwealth Disability Discrimination Act 1992 and include
input from:

Timeline

Resp

2013

CGU

•• the South East Queensland Regional Disability Advisory Council
•• access professionals with experience of planning
access at major events, including sporting events
•• Social Development and Community Safety Branch
•• local community networks and user groups e.g. seniors,
families with young children and people with disabilities.

73

Outcome 4:
Gold Coast City is recognised as a premier city for accessible and inclusive events.
Action

Timeline

Resp

2013

SE

2013

SE

6.8 Provide a list of local contacts and resources to assist organisers to
plan and host accessible events, on the Events Gold Coast website.

Ongoing

SE

6.9 Establish a process to include the Social Development and Community
Safety Branch as a key internal stakeholder for consultation on
accessibility issues for specific events as required.

Ongoing

SE

6.6 Include a condition in event agreements for organisers to ensure
that their event provides equitable access for people with disabilities.
Planning documents produced by event organisers are to include a
map/site plan showing the location of:
•• accessible parking bays
•• accessible amenities
•• accessible entrances and exits (e.g. step
free), and stair only access points
•• accessible food stalls/bar area/s
•• accessible ticketing areas.
6.7 Include a copy of Meetings and Events Australia’s Accessible Events: A
Guide For Organisers on the Events Gold Coast website and provide a
copy or web link to all event organisers doing business with the City.

Outcome 5:
Programs and facilities provided by the City are accessible for people of all ages
and abilities.
Action
6.10 Collaborate with Parks and Recreational Services branch to develop
an Event and Activity Accessibility Checklist to guide accessible events
and programs.

74

Distribute the completed checklist to all activity providers in our Active
and Healthy Program, to raise awareness and facilitate accessible and
inclusive activities and events.

Timeline

Resp

2014

SD&CS

Outcome 6:
People of all ages and abilities can access and enjoy the Gold Coast 2018
Commonwealth Games.
Action

Timeline

Resp

6.11 Advocate and recommend to Gold Coast 2018 Commonwealth Games
Corporation (GOLDOC) to promote an accessible and inclusive Games
— A Games for everyone - including:

Ongoing

CGU

6.12 Advocate and recommend to the Queensland Government (Office of
Commonwealth Games Coordination) to promote an accessible and
inclusive Games — A Games for everyone.

Ongoing

CGU

6.13 Advocate and recommend to Gold Coast 2018 Commonwealth Games
Corporation (GOLDOC) to undertake access audits of all venues and
websites associated with the Games to identify access issues and
requirements for improvement.

Ongoing

CGU

•• volunteer training in access and awareness
•• accessible signage and way finding
•• accessible website and information
•• accessible ticketing and programs
•• accessible game venues
•• working with accessible accommodation and transport providers.

Progressively implement audit recommendations to improve access in
time for the Games.

75

City of Gold Coast - Draft Accessible and Inclusive City Action Plan 2013 - 2018

City of Gold Coast - Draft Accessible and Inclusive City Action Plan 2013 - 2018

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