Accessible letters for customers who are blind or have low vision 008-01030100

This document outlines how to set up, stop and reformat accessible letters for customers who are blind or have low vision. This is for paper letters only and not forms, flyers or electronic letters.

Letter formats

Customers with a disability or medical condition affecting their vision can get letters from Centrelink in accessible formats. This may include:

• Read over the telephone
• Changed to larger font (Arial size 18 pt)
• Changed to braille

Changing the letter format

The 24/7 Geelong team applies the letter format indicated on the customer’s record and contacts the customer to read a letter. Any feedback regarding alternative accessible letter options must not be sent to the Accessible Letters Manager email address.

Registering for the service

Customers who want to register for this service can contact:

• their local service centre
• the Centrelink disability and carers line, or
• the Centrelink older Australians line

To register, customers must agree to have their postal address updated to the agency's Accessible Letters Manager address. This change of address allows the letters to be identified and reformatted to an accessible option.

All outbound paper letters will be sent to the Accessible Letters Manager address and then converted into the accessible format of the customer's choice. This will delay the time it takes for the customer to be notified of the letter content. For more information on the delivery method of a letter to identify which letters can be reformatted, see Letters and customer advices.

The Resources page contains contact details for the Accessible Letters Manager and the Services Australia website.

Related links

Identifying a package of services for customers who are blind or have low vision

Providing services to customers with disabilities or medical conditions