Accessibility Statement

Our Commitment to Accessibility

Keystone Community Care is committed to ensuring that our services, website, and communications are accessible to all people, including NDIS participants with disability. We believe that everyone has the right to access information and services independently, with dignity and equality.

This Accessibility Statement outlines our ongoing efforts to improve accessibility and remove barriers for people with disability in accordance with the Disability Discrimination Act 1992 (Cth), the Web Content Accessibility Guidelines (WCAG) 2.1, and the NDIS Practice Standards.

Conformance Status

We aim for this website to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA. Based on our own review (automated checks plus manual keyboard, screen-reader and reduced-motion testing of every public page, last completed on 18 August 2026), the website is partially conformant: it meets Level AA on the pages and features we control, with the known limitations listed below. We re-test after every significant change.

Website Accessibility Features

We have designed our website with accessibility in mind and continue to improve it. Current features include:

• Clear Navigation: Simple, consistent menu structure with descriptive labels for easy navigation
• Readable Text: Large, clear fonts with good contrast ratios for improved readability
• Keyboard Navigation: Full website functionality accessible via keyboard for those who cannot use a mouse
• Alternative Text: Descriptive text for images to support screen reader users
• Responsive Design: Website adapts to different screen sizes and devices including mobile phones and tablets
• Plain English: Clear, straightforward language avoiding jargon where possible
• Accessibility Widget: Built-in accessibility controls (the accessibility button on the right of every page, or press Ctrl+U) let you enlarge text (3 levels), increase contrast, switch to a dyslexia-friendly font, pause animations, highlight links, use Read Aloud (your browser reads text you point to), a reading ruler, wider text and line spacing, text alignment, reduced colour saturation, hide images, a big cursor and tooltips. Your settings are remembered on your device.
• Reduced motion & skip links: the site respects your operating system’s reduced-motion setting, and every page starts with a “Skip to main content” link for keyboard and screen reader users.

Alternative Communication Formats

We understand that people access information in different ways. We are committed to providing information in formats that work for you:

• Easy Read Documents: We can provide key information in Easy Read format with simple words and pictures. This includes service agreements, rights and responsibilities, and complaint procedures.
• Phone Support: Prefer to talk? Call us on 0403 886 293 and we’ll explain everything over the phone in a way that makes sense to you.
• Large Print & Audio: We can provide documents in large print or audio format. Just let us know what works best for you.
• Face-to-Face Meetings: We’re happy to meet with you in person to discuss services, answer questions, and explain documents. We can arrange meetings at a location convenient for you.

Communication Support

We welcome and support participants who communicate in different ways:

• Interpreters: We can arrange professional interpreters for people who are Deaf or hard of hearing (Auslan), or who speak languages other than English
• Support persons: You are welcome to bring a family member, friend, advocate, or support coordinator to meetings and appointments
• Communication devices: We support participants who use communication boards, speech-generating devices, or other assistive technology
• Extra time: We allow extra time for appointments and conversations so you never feel rushed
• Written summaries: We can provide written summaries of conversations and agreements for your records

Physical Accessibility

When meeting in person, we ensure accessibility by:

• Flexible Meeting Locations: We can meet at your home, a community location, or another venue that is accessible and comfortable for you
• Mobility Considerations: We ensure meeting venues have wheelchair access, accessible parking, and accessible bathrooms
• Sensory Needs: We can arrange quiet spaces for people sensitive to noise or bright lights
• Service Animals: Assistance animals are always welcome at our meetings and in our services

Staff Training

All Keystone Community Care staff and support workers receive training in:

• Disability awareness: Understanding different types of disability and respectful communication
• Communication strategies: Supporting people who communicate in different ways
• NDIS Code of Conduct: Treating participants with dignity and respect
• Person-centred practice: Focusing on your goals, preferences, and choices
• Accessibility requirements: Identifying and removing barriers to participation

Ongoing Improvements

We are continuously working to improve accessibility. Our current priorities include:

• Website Enhancement: Ongoing testing and improvements to meet WCAG 2.1 Level AA standards
• Easy Read Library: Developing Easy Read versions of all key documents and forms
• Video Content: Creating videos with captions and Auslan interpretation to explain our services
• Feedback Systems: Multiple accessible ways to provide feedback and make complaints

Known Limitations

We are aware of some current accessibility limitations and are working to address them:

• Some PDF documents (including our induction certificate) may not be fully accessible to screen readers — we can provide any document in an alternative format on request
• Some images on our website may lack detailed alternative text (we are reviewing and updating these)
• Video content does not yet include Auslan interpretation (this is a priority for future development)
• Content embedded from third parties — our Instagram posts on the home page and the training video player on the staff induction page — is controlled by those providers and may not meet the same standard
• The AI chat assistant is a supported way to ask questions but is not required: everything it can do is also available by phone, email or the contact form

If you encounter any accessibility barriers, please let us know so we can address them promptly.

Request Accessible Formats

To request information in an accessible format or to discuss your accessibility needs, please contact us:

Phone: 0403 886 293
Email: admin@keystonecommunitycare.com.au

We aim to respond to all accessibility requests within 2 business days. There is no charge for providing information in accessible formats.

Feedback and Complaints

Your feedback helps us improve accessibility. If you experience difficulty accessing our website or services, have suggestions for improving accessibility, or wish to make a complaint about accessibility barriers, please contact us using the details above, or use our Complaints & Feedback process. You can make a complaint through an interpreter (TIS National 131 450), the National Relay Service (133 677), an advocate, or a support person.

We will:

1. Acknowledge your feedback within 5 business days
2. Work with you to understand the barrier and find a solution
3. Provide a response within 30 days outlining actions we will take
4. Follow up to ensure the solution works for you

If you are not satisfied with our response, you may contact the Australian Human Rights Commission at humanrights.gov.au or the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au.

Standards and Guidelines

This Accessibility Statement is based on the following standards and guidelines:

• Disability Discrimination Act 1992 (Cth)
• Web Content Accessibility Guidelines (WCAG) 2.1 Level AA
• NDIS Practice Standards (Core Module)
• NDIS Code of Conduct
• United Nations Convention on the Rights of Persons with Disabilities