Practical Scenario – The Inaccessible Online Application

Scenario

Ms Ali wishes to apply for a rental property marketed by MyEstate. She has a visual impairment and uses screen-reading software.

MyEstate’s standard online application form is incompatible with her software. Some fields are not labelled, and important instructions appear as images that the software cannot read.

Ms Ali asks whether she can:

• Receive the form in an accessible format;
• Complete the application by telephone; or
• Attend the office with an advocate.

An employee responds:

“All applicants must use the online form. We treat everyone equally, so we cannot make exceptions.”

The property is likely to receive several applications, and the standard deadline is the following afternoon.

Questions for learners

1. What barrier is Ms Ali experiencing?
2. Does treating everyone identically necessarily amount to fair treatment?
3. What adjustments could MyEstate consider?
4. Should essential application requirements be removed?
5. How should the agreed arrangement be recorded?
6. When should a manager become involved?
7. How should the application deadline be handled?

Suggested response

Ms Ali is experiencing a digital accessibility barrier connected with her visual impairment. Requiring her to use an inaccessible form may place her at a substantial disadvantage.

Treating every applicant identically does not necessarily provide equality. MyEstate should consider reasonable ways for Ms Ali to supply the same required information.

Possible adjustments include:

• Providing a screen-reader-compatible form;
• Supplying an accessible Word or text document;
• Completing the form with her by telephone;
• Arranging an office appointment;
• Allowing an advocate to assist with her consent;
• Reading instructions aloud;
• Providing important information in an accessible electronic format; and
• Extending the deadline where reasonably necessary to prevent disadvantage.

MyEstate does not have to remove essential application, identity, affordability or Right to Rent requirements. It should provide an accessible method of meeting them.

The record should identify the accessibility barrier, Ms Ali’s requested support, the adjustment agreed, any consent involving an advocate and any revised deadline.

A manager should become involved if the employee lacks authority, the available systems cannot produce an accessible form, the deadline requires variation, or the requested adjustment is disputed.