Accessibility
Inclusion & access
Our commitment to accessibility
At Astara Wellness, we believe every person - regardless of disability, background, language or circumstance - deserves equal access to information, support and care. Accessibility isn't an afterthought for us. It is built into everything we do.
Accessibility is a right, not a privilege. We are committed to removing barriers - physical, communicative, cultural and systemic - so that every participant and family can fully access and benefit from the supports they are entitled to under the NDIS.
What accessibility means at Astara
We approach accessibility across every aspect of how we operate and deliver supports. In terms of language and communication, we provide all information in plain English and can arrange interpreter services, translated materials or alternative formats on request - ensuring no one is left behind due to a language barrier. We are also deeply committed to cultural responsiveness, tailoring our supports to respect and reflect the cultural, linguistic, religious and community needs of every participant we serve.
We offer multiple contact channels - phone, email, online form and in person - because we never make access to our services conditional on a single method of communication. Our supports are delivered flexibly, whether in your home, in the community or at a location of your choosing, wherever you feel most comfortable. You are always welcome to have a family member, carer, advocate or support person present during any interaction with our team. We also work around your needs, preferences and daily routines, not a rigid timetable - support is delivered when and how it suits you best.
Communication access
We recognise that people communicate in many different ways and we are committed to meeting every participant where they are.
In terms of alternative formats, we can provide large print documents, Easy Read versions of key documents, audio and verbal explanations, translated materials in your preferred language, visual aids and picture-based communication tools, and both digital and print formats for all key documents and agreements.
For language and interpreter support, we can arrange interpreter services for non-English speaking participants, Auslan (Australian Sign Language) referrals, and support for AAC (Augmentative and Alternative Communication) users. Our staff are trained in accessible communication practices, and we provide written follow-ups after all key conversations so you always have a record of what was discussed and agreed.
Website accessibility
Our website is designed to be accessible to as many people as possible. We are committed to meeting the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA - the standard adopted by the Australian Government for digital accessibility. We continuously work to improve the accessibility of our website and welcome feedback from anyone who experiences difficulty.
Our website features include readable fonts and high contrast text, a screen reader compatible layout, keyboard navigation support, alt text on all images, mobile and tablet responsive design, and plain language used throughout. Our website is compatible with assistive technologies including JAWS, NVDA and VoiceOver, supports zoom and browser text scaling, contains no content that flashes or strobes, and includes forms with clear labels and instructions and skip-to-content navigation.
If you experience any difficulty accessing information on our website, please contact us and we will provide the information you need in an alternative format.
Requesting an Accessibility Adjustment
If you need any adjustment to how we communicate with you, deliver your supports or present our information - simply ask. There is no formal process required. We will work with you to find an approach that meets your needs.
Once you let us know what you need, a member of our team will acknowledge your request within 2 business days and confirm how we can accommodate it. Where a specific adjustment requires more time to arrange, we will keep you informed throughout. Your preferred format, communication method or service delivery adjustment is then applied consistently going forward - not just once - and recorded in your file so our entire team is aware. We also revisit accessibility adjustments at every plan review and encourage you to let us know at any time if something is not working for you.
Our Legislative Obligations
Astara Wellness's accessibility commitments are underpinned by Australian law and NDIS standards. We operate in compliance with the Disability Discrimination Act 1992 (Cth), which prohibits discrimination on the grounds of disability in the provision of goods, services and facilities. We adhere to the NDIS Practice Standards, which require us to provide services in a way that respects the rights, dignity and individual needs of every participant. Our website accessibility commitments align with the Web Content Accessibility Guidelines (WCAG) 2.1, adopted under the Australian Government's Digital Service Standard.
Under the NDIS Practice Standards - Rights and Responsibilities, registered providers are required to ensure participants can access supports in a way that upholds their rights, promotes their independence and is free from discrimination. This includes providing information in formats that participants can understand, supporting informed decision-making and actively removing barriers to participation. As a registered NDIS provider, these are not aspirational goals for Astara Wellness - they are minimum standards we hold ourselves to every day.
Feedback on Accessibility
We welcome feedback on the accessibility of our website, services and communications at any time. If something is not working for you, we want to know - your feedback helps us improve the experience for everyone we support.
If you have a concern about accessibility that has not been resolved to your satisfaction, you also have the right to contact the Australian Human Rights Commission, the ACT Human Rights Commission, or the NDIS Quality and Safeguards Commission.
Get in Touch About Accessibility
If you need an adjustment, have feedback about our website or services, or simply want to discuss how we can make our supports more accessible for you, please reach out through any of the following channels:
By phone: 02 6116 7000, Monday to Friday 9am–5pm AEST.
By email: hello@astarawellness.com.au - we respond within 2 business days. Online: Use our website contact form to send your accessibility request or feedback.
In person: Visit our Canberra office - please contact us first to arrange a suitable time.
Astara Wellness Pty Ltd is committed to reviewing and improving its accessibility practices annually and in response to participant feedback. This statement is effective from 5 April 2024 and applies to all services delivered by Astara Wellness and its website at astarawellness.com.au
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Every transition is different — and so is every person. At Astara Wellness, we take the time to understand your unique situation and build a support plan around what matters most to you.
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