Customers with disabilities or medical conditions 008-18052200
Expand allThis document outlines information to provide an awareness for Service Officers about people with disabilities, the issues that they face and provision of a high level of customer service to them.
Disabilities and medical conditions
Around 4.4 million people in Australia (or 1 in 6 people) have a disability. Another 5.5 million people have a long-term health condition, but no disability.
Service Officers should be aware of the disabilities and medical conditions that may impact customers. When customers are seeking help from Services Australia (the agency) they may have one or more of the following conditions:
- Neurological conditions
- Musculoskeletal conditions
- Mental health conditions
- Intellectual impairments
- Human immunodeficiency virus (HIV)/ Acquired immune deficiency syndrome (AIDS)
- Acquired brain impairment
- Vision loss
- Hearing impairments or speech disability
- Childhood disabilities
- Common medical conditions for aged customers
- Developmental disorders
Customers who have similar conditions may have differing:
- functional abilities
- limitations, and
- methods of coping
This requires staff to adjust and tailor the delivery of services and assistance. It also requires staff to understand that customers may react or behave in different ways depending on their condition. This helps staff understand that some customers may require more personalised and tailored help.
To assist customers with a disability or medical condition, see Providing services to customers with disabilities or medical conditions.
Related links
Providing services to customers with disabilities or medical conditions
Eligibility criteria for participation with Inclusive Employment Australia (IEA)
Australian Disability Enterprises (ADE)
Eligibility and Claiming Disability Support Pension (DSP)
Payments and support for carers
Continence Aids Payment Scheme (CAPS)
Identifying a package of services for vision impaired customers