Customer Charter

Customer service plan

Equal Access strives to stand out as a leading consultancy delivering sound advice and value for money. We operate under a Quality Management System that ensures consistency and quality to meet the needs of our clients.

A consultant will be appointed as the Equal Access project manager to deliver the project for the client. From appointment, planning, implementation, executing and hand-over, the one person will liaise with the client. The dedicated consultant will be committed to ensure the success of the project.

All consultants are available via telephone, email and/or mobile telephone.

During the first stage of the project we will liaise directly with the client or their representative to confirm specifics of the project, including reporting format, expectations, deliverables and time frames for project hand-over.

As we commence the project we will have regular communications with the Project Manager, providing each party the opportunity to discuss progress and make any necessary adjustments.

Ultimately, we aim for total satisfaction. Our list of referees is our best performance measure, which is a testament to our commitment to delivering projects at a high quality and within project timeframes.

A project schedule will be prepared during the implementation phase. The schedule will outline key stages of the project (deemed to be project milestones). The schedule will form part of the project reporting and tracked against to ensure compliance with the agreed timeframes.

The performance measure will be that each milestone is achieved on time. As a contingency measure our organisation can commit further resources, if for any foreseeable reason a milestone has been brought forward.

Equal Access has years of experience in delivery of audit programs for clients. This experience, combined with a high level of knowledge in disability access, project management, data collection, reporting tools and commonly used software packages allows us to tailor the delivery of each project to the exact needs of each client.

We can hyperlink photos within each building’s report, providing greater ease of use of the completed reports by our clients. This was initially developed as a value adding exercise for a previous client, but now offered as part of all our audit programs.

Equal Access are at the forefront of accessibility in Australia and recently assisted with the development of the Changing Places Victoria Information Kit, providing industry with a set of standards to provide enhanced change and sanitary facilities for adults with disability. These are now being provided in public use buildings across Australia as best practice.

Methodology used on access audit projects

PHASE 1 – Project establishment

Initial meeting at the client’s offices to:

• Confirm the scope of the building access audits.
• Determine the process for capturing the required data and the expected formatting of the final spreadsheet reports.
• Set dates and timelines for reporting.

Our exported spreadsheets can be formatted to the client’s exact requirements ensuring a smooth import process into software preferred by the client. Formatting options include the provision of direct hyperlinks to the photos and incorporation of client asset data.

Following this meeting we expect to confirm the final format of the access audit reports before the access audits are undertaken.

PHASE 2 – Building access audits

In broad terms, the external access audits will be undertaken as follows:

• Onsite audit of the selected buildings to audit the level of compliance the building achieves against current legislation.*
• Recording of all relevant access barriers (including photos) in accordance with the priority rating matrix.
• Inputting all data in the agreed spreadsheet reports, including recommended rectification works or reasonable access solutions based upon site observations and to include costing by the quantity surveyor. Note that separate spreadsheet reports will be prepared for each building.

* Inspection undertaken in accordance with Equal Access’ OH&S manual

PHASE 3 – Preparation of reports

Site captured data will be entered in to an Excel spreadsheet and photos processed.

PHASE 4 – Cost Estimates (if required)

If required, all captured information can be then forwarded to a quantity surveyor for costing.

The quantity surveyor will then undertake costing’s of the issues identified for budgeting purposes. They will propagate all costing’s into the supplied spreadsheets in preparation for final issue to the client. These completed sheets can then be imported directly into the client’s database.

Project delivery model

Equal Access Pty Ltd has successfully managed many large audit programs for our existing client base.

Our project delivery model adopts the principles of the internationally recognised ‘A Guide to the Project Management Body of Knowledge’ and to ensure the success of each project.

Communication plays a critical part in the early stages of any project. A project manager will appointed who will liaise directly with the client during all stages of the project.

Expectations, deliverables and reporting strategies are confirmed during the first phase of the project.

The project manager will provide regular status reports during execution of the program. At completion of the final phase the project manager will officially hand-over the completed reports to the client.