Customer Communications Toolkit for the Public Service - A Universal Design Approach

The Customer Communications Toolkit for the Public Service - A Universal Design Approach, has guidance to inform the design and procurement of customer communications across the Public Service. The Toolkit is based on a Universal Design approach promoted by the Centre for Excellence in Universal Design at the National Disability Authority.

The Toolkit was revised and re-published in December 2019 to align with changes in related legislation and terminology, since it was originally launched in August 2017.

It is intended that the Toolkit be used in the Public Service for planning, training and informing staff and contractors. It contains information that will be useful to many organisations, both public and private.

In the Toolkit you will find sections on the design of Written, Spoken & Signed and Digital Communication. The Toolkit sections contain selected statements, examples, tips, checklists and links to learn more.

The Toolkit is available to read online or download below.