TOURISM PATTERNS AND
EXPERIENCES OF
NEW SOUTH WALES PEOPLE
WITH A PHYSICAL DISABILITY
© Copyright Tourism New South Wales, 1998
Published by Tourism New South Wales
GPO Box 7050, Sydney NSW 2001
Author:
Simon Darcy
School of Leisure and Tourism Studies
Faculty of Business
University of Technology, Sydney
Ph: 61 2 9514 5100; Fax: 61 2 9514 5195; e-mail: simon.darcy@uts.edu.au
Tourism New South Wales encourages the use of this publication, subject to receipt of
permission from the author prior to reproducing any part, except in the case of brief
quotation embodied in critical articles and reviews which may be used freely.
Printed in Australia May 1998
DISCLAIMER
Any representation, statement, opinion or advice, expressed or implied in this publication
is made in good faith but on the basis that the State of New South Wales, its agents and
employees are not liable (whether by reason of negligence, lack of care or otherwise) to any
person for any damage or loss whatsoever which has occurred or may occur in relation to that
person taking or not taking (as the case may be) action in respect of any representation,
statement or advice referred to above.
ISBN 0-7313-5500-8
Photographs on cover:
Hyde Park Barracks, Sydney (Tourism New South Wales)
Ferry, Sydney Harbour (Tourism New South Wales)
Access in National Park (NSW National Parks and Wildlife Service)
Dorrigo National Park, North Coast (Tourism New South Wales)
The 1998 Oz Day 10K International Wheelchair Road Race, Sydney (Tony Parkes FAPS)
MINISTER’S MESSAGE
For the first time in Australia, empirical quantitative research on the tourism market for people with a disability
has been undertaken. The actual travel patterns and experiences of this sector of the tourism market have been
identified as opposed to the myths that have surrounded the market in the past.
Anxiety to access: The Tourism Patterns and Experiences of New South Wales People with a Physical Disability
is a ground breaking report in terms of its scope, detail and approach. The report highlights that people with a
physical disability do travel, spend money and would like to travel more. The significance of the market to New
South Wales is demonstrated by estimates of market expenditure in New South Wales on trips which exceed
$150 million annually and day trips which exceed $97 million annually.
The data contained in the report is an important resource for the tourism industry and government to use and
will help to address accessibility issues, especially in the lead up to the Sydney Olympic Games and the
Paralympic Games in 2000.
The Government is committed to working with the industry to improve the services offered to people with a
disability. This report provides for the first time, a sound basis upon which balanced decision making can be
taken to increase New South Wales' share of this important market.
BOB DEBUS
Minister for Tourism
Contents
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Chapter One
Introduction
1.1
Study Focus . . . . . .
1.2
Study Context . . . . .
1.3
Aims and Objectives
1.4
Methodology . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
1
1
3
3
Chapter Two
Background Notes on People with a Disability
2.1
Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2.2
Market Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.3
Legislative and Policy Responsibility. . . . . . . . . . . . . 13
2.4
The DDA and Service Providers. . . . . . . . . . . . . . . . 18
2.5
People with a Disability as Consumers . . . . . . . . . . . 18
2.6
Tourism Industry - Growing Importance . . . . . . . . . . 19
2.7
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter Three
Demographic Information
3.1
Type of Disability. . . . . . .
3.2
Main Mobility Aid . . . . . .
3.3
Travel Dependence . . . . .
3.4
Lifestyle Situation . . . . . . .
3.5
Income . . . . . . . . . . . . . .
3.6
Educational Level Attained
3.7
Gender and Age . . . . . . .
3.8
Postcode . . . . . . . . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
21
22
22
23
23
24
24
24
Chapter Four
Domestic Tourism Patterns
4.1
Domestic Travel and Number of Trips . . . . . . .
4.2
Main Destination of Last Trip. . . . . . . . . . . . . .
4.3
Month Returned and When Last Trip Occurred .
4.4
Nights Away on Trip . . . . . . . . . . . . . . . . . . .
4.5
Main Reason for Trip . . . . . . . . . . . . . . . . . . .
4.6
Accommodation - Main Type/Access/Accuracy .
4.7
Main Transport Used To Reach Destination. . . .
4.8
Combined Transport at Destination . . . . . . . . .
4.9
Domestic Travel Group Dynamics . . . . . . . . . .
4.10
Domestic Travel (Estimation of Market Size) . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
25
25
26
26
26
27
27
28
28
29
i
Chapter Five
Overseas Tourism Patterns
5.1
Overseas Travel and Number of Trips in the Last Year 31
5.2
Month Returned from International Travel . . . . . . . . 32
5.3
Main Overseas Destinations. . . . . . . . . . . . . . . . . . . 32
5.4
Reason for Overseas Destination Choice. . . . . . . . . . 32
5.5
Overseas Travel (Estimation of Market Size) . . . . . . . 33
Chapter Six
Day Trip Patterns
6.1
Day Trip
6.2
Day Trip
6.3
Day Trip
6.4
Day Trip
6.5
Day Trip
Frequency in the Last Six Months . . . . . . . .
Type . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transport . . . . . . . . . . . . . . . . . . . . . . . . .
Group Dynamics . . . . . . . . . . . . . . . . . . .
Travel (Estimation of Market Size/Potential).
Chapter Seven
Satisfaction with, Needs and Constraints to Travel
7.1
Satisfaction with Level of Travel. . . . . . . . .
7.2
Constraints to Travel. . . . . . . . . . . . . . . . .
7.3
Special Travel Requirements . . . . . . . . . . .
7.4
Specific Barriers Encountered . . . . . . . . . .
7.5
Suggestions for Improvement . . . . . . . . . .
7.6
Accommodation and Attraction Information
7.7
Preferred Information Format . . . . . . . . . .
7.8
Information Requirements . . . . . . . . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
34
35
35
36
36
38
39
39
40
41
42
42
42
Chapter Eight
Issues Raised: Community, the Government and the Tourism Industry
8.1
Market Myths and Realities . . . . . . . . . . . . . . . . . . . 45
8.2
Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
8.3
Promoting Discussion and Strengthening Links
between Government, Industry, Organisations
and People with a Disability . . . . . . . . . . . . . . . . . . 48
8.4
Needs and Best Practice Provision . . . . . . . . . . . . . . 50
8.5
General Access Requirements . . . . . . . . . . . . . . . . . 50
8.6
Transport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
8.7
Accommodation . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
8.8
Other Equipment and Attendant Services . . . . . . . . . 59
8.9
Areas and Destinations . . . . . . . . . . . . . . . . . . . . . . 60
8.10
Tourism Industry Awareness and Education . . . . . . . 61
8.11
Development of Information Systems by Service . . . . .
Providers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
ii
Chapter Nine
Summary and Suggested Opportunities
9.1
Summary of Themes Raised . . . . . . . . . . . . . . . . . . 65
9.2
Suggested Opportunities . . . . . . . . . . . . . . . . . . . . . 66
Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Appendix 1
Statistical Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Appendix 2
Sample Selection, Statistical Error and Significance . . . . . . . . . . . . . . . 91
Appendix 3
Questionnaire Cover Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Appendix 4
Australia Wide Market Estimates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Tables
Table 1
Table 2
Table 3
Table 4
Table 5
Table 6
Table 7
Table 8
Table 9
Table 10
Table 11
Table 12
Table 13
Table 14
Table 15
Table 16
Table 17
Table 18
Table 19
Table 20
Organisation Databases . . . . . . . . . . . . . . . . . . . . . . 7
Disability in Australia . . . . . . . . . . . . . . . . . . . . . . . 12
People with a Disability - Degrees of Handicap . . . . 13
Type of Disability. . . . . . . . . . . . . . . . . . . . . . . . . . 21
Main Mobility Aid . . . . . . . . . . . . . . . . . . . . . . . . . 22
Travel Dependence . . . . . . . . . . . . . . . . . . . . . . . . 22
Lifestyle Situation . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Income . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Educational Level Attained . . . . . . . . . . . . . . . . . . . 24
Gender and Age . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Domestic Main Reason for Trip . . . . . . . . . . . . . . . . 26
Domestic Accommodation by Mobility Aid . . . . . . . . 27
Domestic Main Transport to Reach Destination . . . . . 28
Travel Group Type. . . . . . . . . . . . . . . . . . . . . . . . . 29
Estimation of Domestic Market Size . . . . . . . . . . . . . 30
Top Overseas Destination . . . . . . . . . . . . . . . . . . . . 32
Reasons for Overseas Destination Choice . . . . . . . . . 32
Estimation of Overseas Market Size . . . . . . . . . . . . . 33
Day Trip Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Day Trip Transportation . . . . . . . . . . . . . . . . . . . . . 36
iii
Table 21
Table 22
Table 23
Table 24
Table 25
Table 26
Estimation of Day Trip Market . . . . . . . . . . . . . . . . .
Constraints to Travel. . . . . . . . . . . . . . . . . . . . . . . .
Special Travel Requirements . . . . . . . . . . . . . . . . . .
Grouped Barriers Encountered . . . . . . . . . . . . . . . .
Grouped Information Requirements . . . . . . . . . . . . .
Standards Australia AS 1428.1 and AS 1428.2 Categories
37
39
40
41
43
51
Maps and Diagrams
Map 1
Australian Bureau of Statistics Tourism Regions . . . . . 25
Cartoon 1 A Path to Nowhere (Mark David) . . . . . . . . . . . . . . 51
Diagram 1 Universal Access Symbols . . . . . . . . . . . . . . . . . . . . 62
Figures
Figure 1
Figure 2
Figure 3
Figure 4
iv
Domestic Nights Away . . . . . . . . . . . . .
Day Trip Frequency . . . . . . . . . . . . . . .
Satisfaction with Current Level of Travel .
Grouped Suggestions for Improvements .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
26
34
38
41
Acknowledgements
T
his study was carried out by the University of Technology, Sydney
with the help of many individuals. The Tourism New South Wales
role was established and fostered by Lawrence Franklin, Planning and
Evaluation Unit. Thanks are also due to the following people for their
contribution to the study:
• Firstly, thanks must go to all the people with a physical disability who
contributed to the research process and answered the questionnaire.
• Phone questionnaire (assistance for people with a disability who were
unable to fill out the questionnaire): Fay Bulloch and Del Spencer.
• The labourious task of data entry and other administrative duties were
cheerfully carried out by: Phyllis Agius, John Dodd, Rosemary Le,
Janine Toms and Paul McGuire.
• Comments on drafts of the report: Lawrence Franklin, Sue Muloin and
Dr Betty Weiler.
• Fiona Clarke for her ongoing support and detailed feedback on many
drafts of the report.
• Ruth Morris and Jane Anderson, Tourism New South Wales.
• People from the following organisations representing people with a
physical disability without whose co-operation the study would not
have been a success:
Max and Anita Murray .
Helen McAuley . . . . . .
Gary Jacobson . . . . . .
Ruth Robinson . . . . . .
David Bryce . . . . . . . .
Elizabeth Kemp . . . . .
Felicity Purdy . . . . . . .
Jenny Stanzel . . . . . . .
Jeff Heath . . . . . . . . .
Zarrna Baron . . . . . . .
Dr Gary Pearse . . . . . .
Bruce Ellis . . . . . . . . .
Gene Pamenter. . . . . .
Bianca Culyer . . . . . . .
Julia Hackett. . . . . . . .
Angus Lang . . . . . . . .
Chris Campbell . . . . . .
Richard Cook . . . . . . .
Ian Cooper. . . . . . . . .
Virginia Sarah . . . . . . .
Gillian Thomas . . . . . .
Sue Egan . . . . . . . . . .
Gillian Thomas . . . . . .
Fiona Clarke. . . . . . . .
Natasha White . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
Access Designs
ACROD, Canberra
ACROD, NSW
Action for Citizens with Disabilities
Australian Quadriplegic Association NSW
Australian Quadriplegic Association NSW
Australian Quadriplegic Association NSW
IDEAS
LINK Magazine
Multiple Sclerosis Society of NSW
Multiple Sclerosis Society of NSW
Muscular Dystrophy Association
Muscular Dystrophy Association
NICAN
Northcott Society
Northcott Society
ParaQuad NSW
ParaQuad NSW
People with Disabilities (NSW) Inc
People with Disabilities (NSW) Inc
People with Disabilities (NSW) Inc
Physical Disability Council of Australia
Post Polio Network (NSW) Inc
The Spastic Centre of NSW
The Spastic Centre of NSW
Simon Darcy
University of Technology, Sydney
v
Abbreviations
vi
ACROD
Australian Council for Rehabilitation of the Disabled
AS
Australian Standard
CAAS
Continence Aids Assistance Scheme
DDA
Disability Discrimination Act, 1992 (Comm)
DPI
Disabled Peoples’ International
FAPS
Fellow of Australian Photographic Society
HREOC
Human Rights and Equal Opportunity Commission
NICAN
National Information Communication Awareness Network Information on Recreation, Tourism, Sport and the Arts for
People with Disabilities (N.B, as used by NICAN!).
NRMA
National Roads and Motorists Association
NSW
New South Wales
PWD
People with a disability
TTY
Typewriter telephone
UTS
University of Technology, Sydney
WC
Wheelchair
Executive Summary
Target Audience
This report is designed to provide detailed information for Government
and the tourism industry on the tourism patterns and experiences of New
South Wales people with a physical disability.
Study Focus
The study focused on tourism access issues for people with a physical
disability. There were three primary reasons for this focus:
1. It builds on work undertaken during the World Assembly of Disabled
Peoples’ International held in Sydney in December 1994 (Disabled
Peoples’ International 1995; Darcy 1995);
2. The logistical and technical difficulties of adequately addressing all
three dimensions of disability access (physical, sensory and
communication) in a single study; and
3. The author’s particular experience and professional expertise.
The need to undertake research on the other dimensions of disability
access will be addressed by Tourism New South Wales in its forthcoming
Disability Action Plan.
The University of Technology, Sydney worked with Tourism New South
Wales on a collaborative exercise to undertake the study. The intention
to undertake the study was generated by exposure to the World
Assembly of Disabled Peoples’ International, held at Darling Harbour in
Sydney in December 1994. A range of access related issues were
identified from the World Assembly (DPI 1995; Darcy 1995). However, in
reviewing the literature it was found that there was no pre-existing
statistical data on the tourism patterns and experiences of Australian or
New South Wales residents with a disability that could provide a
qualitative and quantitative foundation for further consideration or
address of access related issues.
Aims and Objectives
The aim of the study was to investigate the:
Tourism patterns and experiences of New South Wales people with
a physical disability
The objectives of the study were to determine the:
vii
•
•
•
•
•
Domestic tourism patterns;
International tourism patterns;
Day trip patterns;
Satisfaction with travel, needs and constraints to travel; and
Demographic profile
of New South Wales people with a physical disability.
The overall purpose was to provide the tourism industry and
Government with the quantitative information necessary to make
informed decisions about how to address the tourism needs of people
with a physical disability. To this end, the quantitative data is
complemented through the documentation of the lived tourism
experiences of people with a physical disability. This provides a greater
qualitative understanding of the constraints that face people with a
physical disability. The research for the report was undertaken up to
January 1997.
Methodology
A review of literature and secondary data was undertaken. The method
chosen for the empirical study was a questionnaire-based, self completed,
postal survey of all members of key New South Wales organisations
representing people with a physical disability. This was considered to
be the only viable means to reach a state-wide cross section of the
population of New South Wales people with a physical disability in
sufficient numbers. No census list of New South Wales people with a
physical disability was available other than through the organisational
mailing lists.
Nine key organisations were identified. Each organisation was able to
target only those members with a physical disability. The questionnaire
was sent to 8500 members of these organisations. Over 2700
questionnaires were returned completed.
Background Notes
The review of the literature and secondary data identified a range of
material that was considered to be of interest to the tourism industry.
The Background Notes also provide information on: Language and
Terminology; Market Statistics; Legislative and Policy Responsibility; The
DDA and Service Providers; People with a Disability as Consumers and
the growing importance of the market to the tourism industry.
viii
Key Findings
Demographic Profile
Types of Disability
Respondents’ main types of disability were:
•
•
•
•
Multiple Sclerosis;
Paraplegia;
Cerebral Palsy; and
Quadriplegia.
Main Mobility Aids
The Main Mobility Aids used have a major impact on the level of
independence. These were:
• Wheelchairs;
• Walking frames/sticks/crutches
and to a lesser extent;
• Other mobility limitations/aids; and
• Braces etc.
This variable can be further reduced into just two groups: Wheelchair
Users who represent 62% of respondents and people using Other
Mobility Aids at 38%. (This categorisation is important because of the
different needs of the two groups).
Travel Dependence
Travel Dependence refers to the person’s ability to travel independently
without the need for assistance by an attendant, carer or family member,
with the tasks of daily living. The majority of respondents (70%)
required the assistance of an attendant with the remainder able to travel
independently (30%). The need to travel with an attendant greatly
complicates the travel process because of the extra planning and
financial resources required.
Lifestyle Situation
Lifestyle situations of the respondents were Retired or on a Pension
(42%) Full-time or Part-time employment (21%), Full-time education (9%),
Unemployed (4%) and Voluntary work (2%).
ix
Income
The generally low level of employment affects the respondents’ income.
The majority of respondents earn less that $10,000 per year (55%).
However, a significant proportion of respondents earn between $10,000 $50,000 per year (40%) and $50,000 + (5%).
Education
A small proportion of respondents had only completed Primary School
education (10%), where most have completed Junior Secondary (32%) or
Senior Secondary (16%). Significant number had attained relatively high
levels of academic training, including TAFE (24%) and University
qualifications (19%).
Domestic Tourism Patterns
Number of Trips
In the previous year 77% respondents had undertaken at least one
domestic trip. A large number of these respondents had undertaken
more than one trip with the average number of trips being 4.3.
Destinations
New South Wales was the destination of choice for 67% of respondents.
The five most popular New South Wales domestic regions were:
•
•
•
•
•
Sydney,
Blue Mountains/Hawkesbury/Central Coast,
Illawarra,
Hunter
South Coast sub region.
Length of Stay
On average New South Wales people with a physical disability spent
eight nights away on their domestic trip. The majority of trips were
within the 1-5 nights range.
Reasons for Trip
x
The main reasons stated for trips were pleasure/holiday, visiting friends
and relatives and to a lesser extent, disability specific or medical reasons.
Accommodation
The most commonly used accommodation types were the homes of
friends and relatives followed by 4–5 star hotels/motels, 2–3 star
hotels/motels and rented houses or flats.
Responses to accommodation-based questions highlighted the contrasts
between Wheelchair Users and people using Other Mobility Aids. An
overwhelming majority of Wheelchair Users (93%) required accessible
accommodation, whereas less than 40% of people using Other Mobility
Aids required such accommodation.
Transport
Although advances in public transport access are being made, much of
the Australian public transport system is largely inaccessible. This
significantly cuts down transport options for people with a physical
disability.
The main transport used to reach holiday destinations was private
vehicles or private modified vehicles. Other forms of transport used,
although to a lesser degree, were planes, trains and bus/coaches.
Similarly the main transport used at the holiday destination was a private
or modified vehicle. Significantly, pedestrian access was utilised by a
quarter of respondents. Taxis and special purpose taxis were also
popular at destinations. Other forms of transport included bus/coaches,
hire vehicles and boat trips.
Group Size
The majority of people with a physical disability travelled with between
two to five people in their group (mean 4.1). In the majority of cases
(87%) they were the only member of their group with a disability.
Group Type
The major group travel types were friends/relatives, partners, parents
with children and individuals. It should be noted that travel with
organised or disability specific groups formed a very small portion of all
group travel.
xi
Market Significance
The table below presents the estimation of the domestic market size and
value based on secondary data and responses to the survey.
Domestic Travel (Estimation of Market Size)
Australia
New South Wales
People with a Phy.Dis
1,099,900
351,641
People
Trips (%)
77%
846,923
263,731
No. to Travel
Trips (Av)
4.3
3,641,769
2,373,578
Nights (Av) for all trips
8.2
29,862,505
9,547,128
No. all nights
Nights (Av) for last trip
8.2
6,944,769
2,220,262
No. nights last trip
No. in Group (Av)
4.1
28,612,447
9,147,480
No. Gr nights last trip
$/Trip Night (New South Wales) $68
$472,244,265
$150,977,831
No. trips
$/Person Last Trip
In a given year the volume and value of the domestic tourism market for
people with a physical disability is substantial. Individuals undertake
some 3.7 million trips per year generating some 29.8 million nights. It is
estimated the market generated expenditure in the order of $472 million
Australia wide or $150 million in New South Wales alone.
Overseas Tourism Patterns
Eleven percent of respondents had undertaken overseas travel in the last
year. This suggests that overseas travel is an undertaking few are able to
participate in on a frequent basis.
The three main overseas destinations were:
• United States of America;
• United Kingdom; and
• New Zealand.
Reasons for Trip
The main reasons for choosing overseas destinations were
pleasure/holiday and visiting friends and relatives. A small, although
significant number of respondents, also travelled to attend a special event
or participate in sport.
xii
Day Trip Patterns
Number of Trips
Over three-quarters of respondents had undertaken a day trip in the last
six months. It must also be considered disturbing that a quarter of
respondents had not taken at least a day trip in the last six months.
The majority of respondents had undertaken 1-2 trips in the study period,
or on a monthly basis. A smaller number undertook day trips on a
weekly basis.
Types of Day Trip
The types of day trips undertaken by people with a physical disability
were:
•
•
•
•
Driving for pleasure;
Visiting national parks or natural areas;
Attending food festivals/restaurants; and
Other activities.
It should be noted, events specifically for people with a disability formed
a small part of all reasons for a day trip.
Transport Used
Private vehicles and/or private modified vehicles were used as transport
for the majority of day trips. Other forms of transport used included
bus/coach, community organised transport and special purpose taxis.
Group Size
The majority of people with a physical disability travelled with between
two to five people in their group (mean 4.8) and in the majority of cases
(83%) were the only member of their group with a disability.
Group Type
The major travel group types were friends/relatives, partners; parents
with children, organised groups and individuals. As with other overnight
travel, only a very small proportion of the market travelled in a disability
specific group.
xiii
Day Trip Market Significance
The table below presents the estimation of the day trip market size and
value, based on secondary data and responses to the survey.
Day Trip Travel (Estimation of Market Size)
Australia
New South Wales
People with a Phy.Dis
1,099,900
351,641
People
Trips (%)
75%
824,925
263,731
No. to Travel
Trips (Av)
9
7,424,325
2,373,578
No. day trips
No. in Group (Av)
4.8
35,636,760
11,391,173
Total group day trips
$/Day Trip (Av)
$41
$304,397,325
$97,316,688
$/Day Trip Group
As the above table shows, in a given year the volume and value of the
day trip market for people with a physical disability is substantial. Some
825,000 people with a physical disability undertook a day trip in the last
six months, accounting for 7.4 million trips or 14.8 million trips per year.
The day trip market generated expenditure of some $304 million
Australia-wide or $97 million in New South Wales alone.
The day trip market is already a significant market which predominantly
utilises non-commercial facilities. If commercial facilities become
accessible the potential exists for operators of such facilities to capture
expenditure by this market.
Satisfaction With, Needs and Constraints to Travels
Satisfaction Levels
Overwhelmingly respondents were not satisfied with their current level of
travel. Over half of respondents wanted to travel more and a quarter of
respondents wanted to travel a lot more.
Constraints to Travel
The major constraints to travel were:
•
•
•
•
•
xiv
Accessibility of accommodation;
Accessibility at destinations;
Accessibility of attractions;
Lack of accurate information; and
Economic.
Special Travel Requirements
The majority of Wheelchair Users and those using Other Mobility Aids
both required:
• Accessible rooms; and
• Accessible bathrooms.
More specifically many Wheelchair Users also required:
•
•
•
•
•
A personal care attendant to travel with;
Shower seat;
Commode;
Adjustable beds; and
Hoists.
In some cases respondents using Other Mobility Aids also required:
• Personal care attendant to travel with; and
• Shower seat.
Specific Barriers Encountered
Over half of respondents cited specific examples of barriers encountered
when travelling. These could be grouped (in order of frequency) into the
following general areas:
•
•
•
•
•
•
•
•
•
•
Accommodation;
General wheelchair access;
Inaccurate/non existent information;
Inaccessible transport;
Inaccessible toilets;
Inaccessible attractions;
Disability specific problems;
Lack of parking;
Poor service provider awareness/education; and
Special equipment.
xv
Suggested Improvements
Many respondents offered suggestions for improvements which could be
grouped (in order of frequency) into the following general areas:
•
•
•
•
•
•
•
•
•
•
•
•
General wheelchair access;
Transport;
Accommodation;
Tourism industry awareness/education;
Information;
Toilets;
Parking;
Attendants;
Attractions;
Tourism industry services;
Disability specific; and
Equipment.
Formats for Information Provision
Respondents nominated a number of preferred formats for information
provision which included directories, brochures, area directories and
phone-based services. Computer-based information sources did not rate
highly as a means of receiving information.
Information Improvements Required
Over a third of respondents provided comments on information required
to better meet the travel planning needs of people with a physical
disability. The most commonly mentioned improvements were:
• Accuracy/amount of information provided.
This was followed by suggestions about additional information required
in specific areas including:
•
•
•
•
•
xvi
Accommodation access;
Destination directories;
Guide books;
Transport; and
Destination services.
Issues Raised: Community, the Government and the Tourism Industry
The information provided by respondents helps to deconstruct many of the
myths which exist about the travel patterns of people with a physical
disability. Some of the more common myths include:
Myth 1: People with a disability are a small market anyway so why
bother?
Reality
The market is large (see market estimate figures in Sections 3, 4
and 5) and reflects those mainstream market groups such as
young singles, young couples with children, older retirees etc.
Myth 2: The market doesn’t travel or spend because of income constraints.
Reality
The market has income constraints but travels on a level
comparable with the rest of the population. However, the
market also cites other reasons apart from financial reasons for
non travel as being the major constraints encountered. People
with a physical disability want to travel more frequently.
Myth 3: It is easier to ignore the market and their needs.
Reality
It is not easier or okay to ignore the market for two reasons.
Firstly, it is illegal to deny access to this market intentionally or
unintentionally under the DDA and complementary state
legislation. Secondly, it is economically short sighted to do so.
Potentially it is a large market that can be reached cost
efficiently through the networks of organisations representing
people with physical disabilities.
Myth 4: The market tends to travel in large groups and is therefore too
difficult for the average establishment to cope with.
Reality
On average 80-90% of all travel by people with a physical
disability is with a partner/carer, family or friends who do not
have a disability. Of those who undertook travel with other
people with a disability most travelled with 1-2 other people
with a disability.
xvii
Myth 5: Disabled people are better off doing things organised by
institutions or government agencies who know what their needs
are and how to cater for them.
Reality
The majority of people with a physical disability live in the
community and access tourism experiences as individuals. They
use mainstream integrated tourism products and services with no
institutional or government intervention.
Myth 6: I’ve never seen anyone in a wheelchair at my establishment
before so why should I provide facilities now?
Reality
People can not use a facility if they can not get in! This fact has
been overlooked by the Government and tourism industry in the
past.
Myth 7: I’ve got a disabled room/facility but I’ve never seen anyone in a
wheelchair use it so why did I bother going to the expense of
putting it in?
Reality
People will not utilise a service they are not aware of. It is like
the idea of the chicken and the egg - what comes first? In this
case the accessible facilities, the information/promotion and the
market use by the consumer. Unlike the movie Field of Dreams,
where the line was “build and they will come”, in providing
accessible facilities the line is “build, market and they will
come!”.
Myth 8: It is not a good business decision to go out of your way to provide
these expensive facilities for people with a physical disability who
will not utilise them in any case.
Reality
xviii
The facilities are not expensive when included from the
beginning of a project. People with a physical disability are also
loyal customers of those establishments who do a good job
catering for their needs. Such establishments find a high degree
of return visitation and high occupancy rates.
Information Related Issues
A consistent issue highlighted throughout the study was information
needs. Information arose as an issue in commentary on all tourism sectors
from transport, to accommodation to attractions to hospitality. Simply
stated, “Information obtained on accessibility is not always accurate or
detailed.” (Questionnaire 1060).
Four main points were raised about information provision. These were:
•
•
•
•
Problems with the accuracy of access information provided;
Level of detail of the information provided;
Availability of the information; and
The format in which information was provided.
Largely requirements for information fell into two distinct areas:
• General accessibility; and
• Holiday experiences.
Promoting Discussion and Links Between Government, Industry,
Organisations and People with a Disability
A key area for action arising from the study is the promotion of discussion
and links between government, the tourism industry, people with a
physical disability and organisations representing or acting as advocates
for people with a physical disability.
The Access ➔ Information ➔ Market Use Circle cannot be
completed without the involvement of all four groups. Often it is the lack
of understanding of the needs of all parties that leads to a breakdown at
the retail service phase.
Suggested Opportunities
For improvements to occur there needs to be proactive strategic planning
for facilitating access by the market to tourism goods, services and
facilities. As a minimum, such planning should address the following
areas:
•
•
•
•
•
Improvements to access related information services;
Use of best practice examples as an aid to learning;
Use of tourism access forums for discussing issues;
Disability Awareness Training, particularly for service providers; and
Additional tourism and disability research to meet information needs.
xix
Summary Points
Access for People with a Physical Disability is about Human Rights.
Access is a right, not an option under the Disability Discrimination Act,
1992 (Comm). It is about people’s right to achieve their maximum
potential as members of the community.
Poor Physical Access is the Key Problem for People with a Physical
Disability.
Without physical access to transport, buildings and areas in general,
people with a physical disability are excluded from the community and
the tourism experience in particular. This exclusion can be thought of as
a form of discrimination which would not be acceptable for any other
section(s) of the community.
Accessibility should be seen to be about inclusive marketing rather than
an obstacle to be overcome.
Once access is seen in this context organisations are in a position to tap
into the full potential market for their goods, services and facilities
through being inclusive of the whole community.
Increased focus on the market via the Sydney 2000 Paralympics and
Olympics.
This study highlights the need to strategically plan for the provision of
access to public places, goods, services and facilities for this market. A
range of improved provisions for the community of people with a
disability provided in the lead up to the Sydney 2000 Paralympics and
Olympics would provide a lasting legacy of improved access to goods,
services and facilities essential for generating positive tourism
experiences.
xx
Chapter One
Introduction
“I love tra velling and when I do it makes me feel alive” .
Questionnaire 648
“I have not had a holiday for 35 years. I have not had a day trip for over
8 years.
Questionnaire 6
“ Hopefully this questionnaire will bring about more improvements to
make tra velling for the disabled easier”.
Questionnaire 2015
1.1 Study Focus
T
his study focuses on tourism physical access issues for people with a
physical disability.There are three primary reasons for this focus:
1. It builds on evaluative work undertaken on the World Assembly of
Disabled Peoples’International held in Sydney in December 1994
(Darcy 1995,Disabled Peoples’International, 1995);
2. The logistical and technical difficulties of adequately addressing all three
dimensions of disability access,being physical,sensory and
communication, in the one study;and
3. The author’s particular experience and professional expertise.
The need to undertake similar research on the other dimensions of
disability access will be addressed by Tourism New South Wales in its
forthcoming Disability Action Plan.
The University of Technology, Sydney worked with Tourism New South
Wales on a collaborative exercise to undertake the study.The intention to
undertake the study was generated by the World Assembly of Disabled
Peoples’International, held at Darling Harbour in Sydney in December
1994.A range of access related issues were identified from the World
Assembly (Darcy 1995;DPI 1995).However, in reviewing the literature it
was found that there was no pre-existing statistical data on the tourism
patterns of people with a disability in Australia or New South Wales to
provide a quantitative and qualitative foundation for further consideration
of those issues.
1.2. Study Context
As discussed by Downie (1994) there has been no statistical data collection
to quantify the tourism patterns and experiences of people with a
disability in Australia or New South Wales.New South Wales will be visited
by an increasing number of people with overseas visitor numbers doubling
by the year 2000 (ATC 1994).There is also a steadily increasing domestic
tourism market as the economy recovers (BTR 1993).Among these visitors
will be an increasing number of people with a disability. In line with
existing trends the focus of much of this visitation will be on Sydney.
High profile events such as the 2000 Sydney Olympics and Paralympics,
will focus international attention on Sydney and New South Wales and the
1
needs and expectations of people with a disability. Tourism New South
Wales,like all New South Wales Government departments and authorities,
has a responsibility under the Disa bility Services Act, 1993 (New So uth
Wa les) to prepare and implement Disability Strategic Plans for the
provision of services for people with a disability in New South Wales.In
the case of Tourism New South Wales this is extended because of the
organisation’s charter to include those visitors to New South Wales from
interstate and overseas.The requirement to cater for the needs of people
with a disability is further strengthened by the provisions of the
Com m onwea lth Disa bility Discrim ina tio n Act, 1992 (DDA) (Co m m ) that
requires the preparation of Disability Action Plans,the New South Wales
Government’s pre-existing and complementary Anti-Discrim ina tio n Act,
1977 (ADA) and the requirements for Disability Strategic Plans in the New
South Wales Government policy (1994/96) Disa bility Directio n Tom orrow’s Blueprint.
The New South Wales Government’s Disability Strategic Plan identifies
three Key Results Areas (KRA’s):
1. Access;
2. Employment; and
3. Disability Specific Services.
It is the first of these KRA’s,access,that this study seeks to investigate.In
the area of access,the New South Wales Government’s intention is to
“facilitate access for people with a disability to generic services”(Disability
Direction - Tomorrow’s blueprint 1994:6).The term a ccess can be divided
into three main dimensions (Disability Council of New South Wales 1994):
• Physical access;
• Sensory access;and
• Communication access.
Physical access
Physical access involves those people with mobility disabilities who
require the use of a wheelchair or walking aids.They require the provision
of paths, ramps,lifts,handrails, clear directional signs, kerb cuts,circulation
room,wide doorways,hobless showers,lowered counters and telephones
etc.These elements should be co-ordinated into a continuously accessible
pathway (Standards Australia 1993 and discussed later).
Sensory access
2
Sensory access involves those people with hearing or sight disabilities.
They require the provision of tactile signs and labels,tactile markings or
visual cues at changes in le vels of flooring,audio cues for lifts and lights,
and hearing augmentation-listening systems etc.
Communication access
Communication access involves those people who have difficulty with the
written word,a vision,speech or hearing impairment or who are from
other cultures.They may require the provision of TTY (telephone
typewriters),access to information in a variety of media, non verbal signs
or posters in plain English documentation or in other community
languages for example (Disability Council of New South Wales,1994).
1.3 Aims and Objectives
The aim of the study was to investigate the:
Tourism patterns and experiences of New South Wales people with a
physical disability.
The objectives of the study were to determine the:
•
•
•
•
•
Domestic tourism patterns;
International tourism patterns;
Day trip patterns;
Satisfaction with travel,needs and constraints to travel;and
Demographic profile of New South Wales people with a physical
disability.
The overall purpose was to:
Provide the tourism industry and Government with the quantitative
information necessary to make informed decisions about how to address
the tourism needs of people with a physical disability.To this end,the
quantitative data is complemented through the documentation of the lived
tourism experiences of people with physical disabilities.This provides a
greater qualitative understanding of the constraints that face people with a
physical disability.
The study provides invaluable information for State Government bodies
(Tourism New South Wales,Department of Urban Affairs and Planning,
Olympic Co-ordination Authority etc.) and the tourism industry to improve
access to tourism facilities and services.The research for the report was
undertaken up to January 1997.
1.4 Methodology
To achieve the aim and objectives of the study, a range of methodologies
were employed.These included a literature review, secondary data analysis
and the empirical questionnaire-based postal survey and included
discussions and liaison with key organisations and individuals.
3
1.4.1 Literature and Secondary Data
The relevant literature from Australia and overseas was reviewed on the
topics of people with a physical disability and tourism,disability legislation
and policy, and access planning (see References).Library sources were
supplemented by Government reports,archives, city planning strategies
and event management documents from both Australia and overseas.The
major secondary data sources on people with a disability in general and
people with a disability and tourism were also reviewed.The most recent
general Australia-wide source of data on people with a disability is the
Australian Bureau of Statistics (1993) Disa bility, Ageing a nd Ca rers, Survey
Austra lia .The Burea u o f To urism Resea rch’s Interna tio na l Visito rs
Survey (IVS) a nd Dom estic To urism Mo nito r (DTM) currently have no
area for the reporting of disability specific information.Information from
this stage of the study provided valuable input to the development of the
questionnaire instrument and provided the information for Cha pter 2:
Ba ck ground Notes on Peo ple with a Disa bility.
1.4.2 The Survey
The method chosen for the empirical data collection was a questionnairebased,self completed,postal survey of members of organisations
representing people with a physical disability.This was felt to be the only
viable method to reach a state-wide cross section of the population of New
South Wales people with a physical disability in sufficient numbers.No
census list of New South Wales people with a physical disability was
available other than through the organisational mailing lists.
1.4.3 The Questionnair e
Discussions with key organisations and individuals were held during the
development of the questionnaire and to obtain access to organisational
mailing lists.The initial proposal suggested a questionnaire instrument of
no more than five pages.However, after the initial literature study and
liaison with organisations and individuals,it was recognised that the study
would be a first in Australia.Given that there is no other substantial
baseline data,the questionnaire content was substantially expanded and
piloted.
1.4.4 Pilot Questionnair e
The questionnaire was sent for discussion to more than 30 organisations
and individuals over a three month period during the different stages of
preparation.A final pilot questionnaire was sent back to these organisations
and individuals.Their comments were incorporated into the final
4
questionnaire.As such,the final questionnaire was a substantially changed
instrument to the original drafts.
1.4.5 Organisation Liaison
In addition to organisations representing people with a physical disability
involved in the development of the questionnaire,the following were also
briefed:
•
•
•
•
•
•
•
ACROD;
Australian Local Government Association;
IDEAS - Information on Disabilities,Equipment,Access and Services;
New South Wales Local Government and Shires Association;
NICAN;
Sydney City Council;and
Sydney Paralympic Organising Committee.
1.4.6 The Sample
Since it was not possible to reach all New South Wales people with a
physical disability, the population for the sample was drawn from the total
membership of key New South Wales organisations representing
people with a physical disability.
Employing total population sampling of membership of the organisations
should ensure a random and representative sample by providing all
members of the population with an equal chance of inclusion in the
sample.However, as listed in the limitations,this method does not provide
all New South Wales people with a physical disability with an equal chance
of being included.This is because all people with a physical disability
might not be members of the key organisations representing people with a
physical disability.
The respondents to a postal survey are not randomly selected but self
selected i.e,some choose to answer, others do not.Hence,this introduces
bias with little that can be done except to employ mechanisms to
encourage a high response rate.In this case three mechanisms were
introduced to illicit a higher response rate (de Vaus 1991; Veal 1992):
• A reply paid envelope was included with the questionnaire;
• The budget included a contingency for two reminder notices (only one
was required except for ParaQuad);and
• An incentive for a chance to win a prize related to the purpose of the
questionnaire ($500 worth of Tourism New South Wales travel services).
5
The other factor affecting response rate is the respondent’s interest in the
survey topic.Given that access affects each of the respondent’s daily lives
the respondent’s interest should be high.The researcher also received
many comments during the questionnaire development phase about the
need for the survey and it being long overdue.(See Appendix 2 for other
aspects of the Sample).
The key New South Wales organisations representing people with a
physical disability were:
•
•
•
•
•
Australian Quadriplegic Association (NSW Branch);
ParaQuad - Paraplegic and Quadriplegic Association of NSW;
Multiple Sclerosis Society of NSW;
Muscular Dystrophy Association;
NSW Society for Children and Young Adults with Physical Disabilities
(Northcott Society);
• Post Polio Association of NSW;
• People with Disabilities (NSW) Inc;and
• The Spastic Centre of NSW.
1.4.7 Sample Size
Each organisation was able to target only those members with a physical
disability. Due to the higher than expected numbers of people with a
physical disability identified through the organisational mailing lists the
questionnaire was sent to 8700 people (see Table 1).The questionnaire was
distributed by the organisations between May and October 1995.
The outcome was that more than 2700 questionnaires were returned
completed and a further 500 were either returned uncompleted or phone
calls were received (change in circumstance or inappropriate to their
circumstance etc.).This represents a return rate of 32% (de Vaus 1991) for
completed questionnaires excluding the questionnaires returned
uncompleted or the phone calls received.However, this does not take into
account cross organisation membership.This was estimated at between
500 - 1000 members of all organisations,largely because ParaQuad
administer the Continence Aids Assistance Scheme (CAAS) in New South
Wales (personal communication Chris Campbell 15 May 1995).
6
Table 1: Organisation Databases
Organisation
Database
People with a Phy. Dis.
AQA
3,000
1,100
ParaQuad
6,500
3,300
M S Society
3,000
1,500
The Spastic Centre
4,000
1,500
M uscular Dystrophy
700
300
New South W ales Society
580
400
People w ith a disabilities (New South W ales)
300
300
Polio/Post Polio
TOTAL
700
300
18,780
8,700
1.4.8 Recognised limitations
• People with a physical disability who are not members of organisations
representing people with a physical disability;
• New South Wales people with a physical disability who were not
present in New South Wales during the survey period;
• People with a newly acquired physical disability;
• People with a physical disability who do not speak or read the English
language;
• People with a physical disability who are unable to write;
• People with other communication or multiple disabilities;and
• Other unrecognised limitations.
While these limitations are noted,the study more than adequately
addresses the sampling problems for the majority of the specified
population. A number of these limitations were overcome to some extent
through the provision of a phone questionnaire answer service.
Information about this service was provided in the cover letter
accompanying the questionnaire (see Appendix 3).
1.4.9 Ethics and Confidentiality
The study was carried out with the co-operation of the key organisations
representing people with a physical disability through a postal survey of
their members.Confidentiality was assured as it was an anonymous,
voluntary and self completed survey with the organisations handling all
the postal duties.This therefore,ensured that individual privacy was
protected by the member organisations controlling all aspects of the postal
survey and hence,their members’confidential information.No link could
be drawn between the mailing list and the returned questionnaires.The
study proposal was also approved by the University of Technology,
Sydney’s Ethics Committee.
7
Further information about the methodology and questionnaire instrument
can be obtained from Simon Darcy at the University of Technology, Sydney
by Ph: 61 2 9514-5100 Fax: 61 2 9514-5195 or Email: Simon.Darc y@uts.edu.au
1.4.10 Data Analysis and Presentation of Outcomes
Data analysis of the questionnaire was carried out using the Statistical
Package for the Social Sciences (SPSS) for Windows. Frequencies,cross
tabulations and descriptives are provided where appropriate.The
qualitative open responses at the end of the questionnaire were typed
verbatim into a word processing file together with the questionnaire
number. Some 100,000 words of qualitative data was collected and the
comments were then sorted into category areas identified by the
researcher.The results are presented in the following formats:
All percentages presented in Chapters 3,4,5,6,7 and 8 exclude non
respondents and are rounded off to the nearest whole number unless
otherwise stated (valid percent).Chapters 3,4,5,6,7 and 8 discuss the
significant overall findings of the survey and present the results in tabular
or graphic format. For a statistical summary of the overall survey findings
and the comparative Wheelchair Users and people using Other Mobility
Aids see Appendix 1.Cross tabulations provide further depth to the
analysis and have been referred to in the report where appropriate.
Chapter 8 of the report directly quotes from the qualitative data and has
been used to highlight the lived tourism experiences of people with a
physical disability.
8
Chapter Tw o
Background Notes On People With A Disability
“I t is a good thing to see people finally realising that disabled people take
holidays as well. It is also pleasing to see people are starting to realise disabled
people like “normal” holidays and not to be stuck in camps with people with
similar needs, eg., stereotype.”
Questionnaire 2100
T
hrough discussions with organisations representing people with a
physical disability and those in the tourism industry, a need was
identified to provide the tourism industry with information about recent
legislative changes and what is meant by“disability and access”.Before
discussing the results of the study, it is useful to consider issues relating to
terminology, statistics,legislation and people with a disability as
consumers.
This information will provide those in the tourism and travel fields with a
better understanding and appreciation of the market.
The report also identifies major opportunities for changes and
improvements to organisational practices and policies throughout the
travel and tourism sector.
Providing tourism experiences for people with a disability should now be
considered to be essential business practice,not a philanthropic gesture or
good social tourism practice.Further, Government and industry have a
responsibility to provide career opportunities that are inclusive of people
with a disability. Government organisations such as Tourism New South
Wales must,under the relevant legislation prepare and implement
Disability Strategic Plans and Disability Action Plans to ensure access to
generic services,employment and disability specific services.
2.1 Terminology
The first step in this process is to clarify the terminology used in the area.
This is important as language has a significant influence on attitudes and
perceptions,and hence policy and practice (Disability Direction Tomorrow’s Blueprint 1994:16).As such,the language used when
discussing people with a disability is an important indicator of the
approach being adopted by organisations and individuals.The phrase
people with a disa bility places the emphasis on the person first and
foremost and the disability, whatever that may be,second.The commonly
used phrase disa bled perso n places the emphasis on the disability first and
the person second.This is a subtle but important difference as all people
wish to be dealt with as people first,in their own right,and not by the
preconceptions others may have because of age, race,ethnicity, religion,
gender, sexuality or disability. Similarly, a ccessible fa cility (toilet,parking
space,phone etc.) refers to whether a facility is physically accessible and,
together with the universal symbol of access, clearly indicates the purpose
9
of the facility.Alternately, a disabled toilet is a toilet that does not function
and would be of no use to any person. For more information about
appropriate use of language obtain a copy of Media Guidelines (Disability
Council of New South Wales 1995 Ph:02 9286-7226).
However, while people with a disability is the preferred term in general
usage (e.g. we cater for people with a disability) in Australia,there are a
range of other terms used in other contexts and in other countries (e.g.
disabled person is used widely in the United Kingdom).
In reviewing the statistics there are three primary terms used.They are:
• Impairment;
• Disability;and
• Handicap.
The Australian Bureau of Statistics (ABS) (1993) Disa bility, Ageing a nd
Ca rers Survey - Austra lia , (the latest statistics in the area) uses the
definitions for these terms proposed by the World Health Organisation
(WHO) (1980) Interna tio na l Cla ssifica tio n o f Im pa irm ents, Disa bilities
a nd Ha ndica ps.These will be briefly discussed.
2.1.1 Impairment
From a health perspective an impairment is,“any loss or abnormality of
psychological,physiological or anatomical structure or function”(ABS
1993:55) which may result in a disability. For instance,the damage or lac k
of function of the spinal cord of someone who is paralysed,is an
impairment.
2.1.2 Disability
A disability is the functional consequence of the impairment.It is defined
by the ABS (1993:53) “as the presence of one or more of the below
limitations, restrictions or impairments which has lasted,or is likely to last,
for a period of 6 months or more”.
•
•
•
•
•
•
•
•
10
Loss of sight (even when wearing glasses or contact lenses);
Loss of hearing;
Speech difficulties in native languages;
Blackouts, fits or loss of consciousness;
Slowness at learning or understanding;
Incomplete use of arms or fingers;
Difficulty gripping or holding things;
Incomplete use of feet or legs;
•
•
•
•
•
•
Treatment for nerves or an emotional condition;
A restriction in physical activities or in doing physical work;
A disfigurement or deformity;
Need for help or supervision due to a mental illness;
Long-term effects of head injury, stroke or other brain damage;
Treatment or medication for a long term condition or ailment and still
restricted;and
• Any other long term conditions resulting in a restriction.
Source: ABS (1993:53) Catalogue 4330.0
As can be seen,the term disability incorporates a wide range of conditions.
Again a person with paraplegia is defined as having a disability because of
the effects the resulting spinal cord injury has on the use of legs, feet,other
muscles and bodily functioning. Within these disability categories the
degree of disability can also vary greatly between individuals because of
the:
• Severity of disability;
• Person’s strength,stamina,size, age, weight etc.;and
• Person’s ability to cope and the assistance available to them
(McAuley 1993:1).
The nature of disability is further complicated by the fact that a large
number of people have multiple disabilities.It therefore,may be of greater
importance to the service provider to have an understanding of the needs
created by a disability.
2.1.3 Handicap
A handicap “is identified as a limitation to perform certain specific tasks
associated with daily living.” (ABS 1993:54).Under these definitions a
person may have a disability but may not have a handicap.Thus a person
with a disability may or may not be handicapped from performing tasks of
daily living.These tasks of daily living are classified by the ABS (1993) as:
•
•
•
•
•
Self-care;
Mobility;
Verbal communication;
Schooling;and
Employment.
As with disability, the associated handicaps in these areas vary in severity
and are categorised as (from most to least):
11
•
•
•
•
Profound (always needs help to perform one or more designated tasks);
Severe (sometimes needs help to perform designated tasks);
Moderate (no help but has difficulty performing a task);or
Mild (no help but uses an aid to help perform a task).
These degrees of handicap affect the level of assistance or service
provision that a person requires.An example of this may be a person who
has had a lower leg amputated after a car accident and is classified as
having a disability but may not bare a handicap in carrying out tasks of
daily living.
2.2 Market Statistics
In 1993,an estimated 3,176,700 persons or 18.0% of the Australian
population were classified as having a disability.Table 2 presents the
categories and breakdowns of disability types in Australia.
Table 2: Disability in Australia
Disability Type
Total mental disorders
Persons’ 000
%
353.5
11.1
Sight loss
122.0
3.8
Hearing loss
450.0
14.2
Nervous system diseases (paralysis, CP, epilepsy etc.)
177.0
5.6
Circulatory diseases (heart)
276.7
8.7
Respiratory diseases (asthma)
290.4
9.1
Arthritis
504.3
15.9
Other musculoskeletal disorders
359.0
11.3
Physical conditions
Head injury/stroke/other brain damage
59.6
1.9
584.4
18.4
Total physical conditions
2,823.2
88.9
TOTAL
3,176.7
100.0
Other diseases and conditions
Source: ABS (1993:24)
Of those people with a disability, 2,500,200 persons or 14.2% of the
Australian population were classified as having a handicap.The degrees of
handicap of the population are presented in Table 3.
12
Table 3: People w ith a Disability - Degrees of Handicap
Handicap Population
Population Estimate
% of
Australian
Population
Profound
419,900
2.4
Severe
301,100
1.7
M oderate
455,500
2.6
M ild
941,800
5.3
Not determined
382,000
2.2
2,500,300
14.2
Total
Source: ABS (1993:1-2)
As can be seen,significant numbers of the Australian population have
disabilities that affect their ability to perform tasks of daily living.Hence,it
is these people who require access provisions.Some 10.1% or 1.78 million
Australians have a moderate to not determined handicap.These people do
not need help to perform tasks of daily living and represent a market that
can be accommodated with limited adaptation.However, the 4.1% or
721,000 Australians who have profound to severe disabilities,can be readily
catered for via current standards (discussed later in this Chapter) and an
awareness and implementation of some simple strategies.
Apart from the numbers of Australians with a disability there is a critical
factor to note.That is,a disability increases significantly with age (ABS
1993).If 0-4 year olds are taken as a base for comparing age groups (4%
disability rate),the disability rate increases by age group as follows:
• 35-44 year olds the disability rate has doubled;
• 60-64 year olds the disability rate is 7 times;and
• 75 years and older the disability rate is 14 times.
The implications of increasing disability rates with age are that through
catering for the needs of people with a disability the needs of the ageing
population will also be addressed. Australia, in common with most
industrialised nations, has an increasingly ageing population.Domestic and
international sectors of this market,fuelled by superannuation savings,is
proving to be high yield (e.g., Japanese Silvers, U.S.markets).
2.3 Legislative and Policy
Responsibility
The introduction of the Disa bility Discrim ina tio n Act, 1992 (Co m m )
(DDA) ensures that there are legal controls against discrimination on the
grounds of disability.The spirit and intent of the DDA is further reinforced
through existing and complementary State legislation and strategies. For
13
example,in New South Wales this is through the: Anti-Discrim ina tio n Act,
1977 (New South Wa les);Disa bility Services Act, 1993 (New So uth
Wa les); and Disa bility Direction:To m o rrow’s Blueprint (New South Wales
Government 1994).
Provisions for physical access are also complemented through each State’s
environmental planning and development legislation such as the Lo ca l
Governm ent Act, 1993 (New South Wa les); a nd the Enviro nm enta l
Pla nning & Assessm ent Act, 1979 (New South Wa les).These also make
reference to the Building Codes of Australia and Australian Standards for
Access (AS 1428 Parts 1,2,3 and 4).In fact,under the DDA,these codes
should be regarded as minimum requirements for access.Even higher
standards may now be necessary to ensure buildings are not discriminatory
to the spirit and intent of the DDA (HREOC 1994).The Act is about
ensuring that discrimination on the grounds of disability is eradicated and
that people with a disability can maximise their potential to participate in
the community.Therefore,the term ‘access’ must be embraced in its
widest sense and not be seen to be about enforcing minimum codes.This
is especially so if those codes still do not allow people with a disability to
maximise their ability to participate in the community.
Building or product development that incorporates these standards and
principles at the beginning of the planning stage incurs no additional or a
fractional cost differential.Furthermore,non compliance can lead to court
action (through DDA,ADA or other State based legislation etc.) that,if
successful,will require action to remedy the design problems.There are a
number of cases which reinforce this point:
• Woods v Wollongong City Council and Ors involving a Wollongong
Shopping Centre;
• Cocks v State of Queensland involving the Brisbane Convention Centre;
• Interim order under the DDA involving an Arts Festival that led to a
conciliated outcome;
• Interim orders under the DDA against three State transport
departments;and
• Interim determination preventing the development of a hotel alleged to
be inaccessible to people with a disability (HREOC 1996) etc.
Of course even if a case is not successful,the legal costs can be crippling
(pun intended!).The spirit and intent of the DDA is based on the principle
of inclusion.This is where the community (in the widest sense) is asked to
include disability in their perception of their local community and to
accommodate access provisions into services/areas within their control.
14
2.3.1 Disability Discrimination Act, 1992 (Comm)
The Disa bility Discrim ina tio n Act, 1992 (DDA) (Co m m ) provides
protection for all Australians against disability discrimination.Disability
discrimination happens when a person with a disability is treated less fairly
than someone without a disability (HREOC 1994).The three key aims of
the DDA are to:
• Eliminate discrimination against people on the grounds of disability in
specific areas;
• Ensure that a person with a disability has a right to equal treatment
before the law;and
• Promote community understanding that a person with a disability has
the same fundamental rights as the rest of the community.
The DDA expands upon the ABS (1993) definition of disability discussed
earlier in this Chapter, stating that people can not be discriminated against
because of a disability they,“have now, had in the past,may have in the
future or are believed to have”.The DDA defines disability under the
following broad categories (HREOC 1994):
•
•
•
•
•
•
•
•
Physical;
Sensory;
Intellectual;
Psychiatric;
Neurological;
Learning disabilities;
Physical disfigurement;and
Presence in the body of disease causing organisms.
The DDA also provides protection against discrimination because a person
with a disability is (HREOC 1994):
• Accompanied by an assistant,interpreter or reader;
• Accompanied by a trained animal,such as a guide or hearing dog;or
• Uses equipment or an aid,such as a wheelchair or a hearing aid.
The DDA also provides protection for the carers,friends, relatives and coworkers of people with a disability if they are discriminated against
because of the person’s disability.The DDA implicitly makes it unlawful to
discriminate against people with a disability in the following areas of life
(HREOC 1994):
15
•
•
•
•
•
•
•
•
•
Employment;
Education;
Access to premises used by the public;
Provision of goods,services and facilities;
Accommodation;
Buying land;
Activities of clubs and associations;
Sport;and
Administration of Commonwealth Government laws and programs.
When considering the areas covered by the Act the implications for leisure
and tourism providers are both obvious and immediate.In tourism terms
the relevant areas are:access to premises used by the public;
accommodation;provision of goods,services and facilities;education and
employment.In particular, the DDA ensures access to goods,services and
facilities and access to public places by making it illegal not to provide
access for people with a disability. People with a disability have a right to
obtain goods and use services and facilities in the same way as people
without a disability.This includes goods,services and facilities from
(HREOC 1994):
•
•
•
•
•
•
•
•
•
•
•
•
•
Educational institutions;
Shops and department stores;
Cafes, restaurants,pubs;
Theatres and other places of entertainment;
Banks,credit unions and building societies;
Lawyers’ offices and other legal services;
Social and sporting clubs;
Swimming pools;
Public transport;
Travel agents;
Health services;
Hairdressers and beauty salons;and
Government run services.
Providers of goods,services and facilities can not discriminate against
people with a disability.This means they cannot (HREOC 1994):
• Refuse to provide people with a disability with goods,services and
facilities;
• Provide goods,services and facilities on less favourable terms and
conditions;and
• Provide goods,services and facilities in an unfair manner.
16
This includes hotel or motel accommodation.Of course to be able to
obtain goods,services and facilities,people with a disability have a right to
be able to enter the premises of goods,services and facilities providers.
The DDA makes it unlawful for public places to be inaccessible to people
with a disability if people without a disability can access these areas
(HREOC 1994).These public places include:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Public footpaths and walkways;
Educational institutions;
Shops and department stores;
Banks,credit unions and building societies;
Parks,public swimming pools,public toilets,and pedestrian malls;
Cafes, restaurants,pubs;
Theatres and other places of entertainment;
Libraries;
Sporting venues;
Social and sporting clubs;
Government offices;
Public transport including trains,buses, ferries,boats,ships and planes;
Health services;
Hairdressers and beauty salons;
Travel agents;and
Government run services.
Access applies to all areas open to the public in both newly constructed
and existing places.Existing places must be modified to be accessible
unless this would cause “unjustifiable hardship”.Thus,a person with a
disability should be able to enter and use all places if people without a
disability can use them.This includes making main entrances and other
facilities such as toilets,lift buttons,tactile and audio signals etc,and all
areas within places accessible for people with a disability rather than
providing segregated areas.However, it is not expected that access to
public places will occur overnight.Some changes are easier to make than
others (i.e. kerb ramps) while others will need to be staged over many
years (i.e.public transport).
People with a disability have the right of complaint when they believe
they have been discriminated against because a place used by the public is
inaccessible to them.The power of the DDA is that it extends the preexisting and complementary State legislation by allowing “class action”
complaints.Class actions or representative complaints,are complaints that
can be made by a representative on behalf of an individual or a group of
people with the same grievance.Upon receipt of a complaint,the HREOC
determines whether the complaint comes under the DDA.If it does,the
HREOC first writes to obtain the other party’s story. Then the HREOC
17
decides whether to conduct an investigation.However, most often the
HREOC begins conciliation between the parties to work out the best
solution for both parties.The conciliation process is also informal and
confidential and while a solicitor is not needed,both parties may engage a
solicitor, advocate,friend or organisation to represent their interests.
Depending on the nature of the complaint,conciliation may result in
(HREOC 1994):
•
•
•
•
•
Payment of damages;
Job reinstatement or job promotion;
An apology;
Changes in policies or practices;and/or
Some other outcome.
If complaints cannot be resolved through conciliation then the person
with a disability can ask for the complaint to go to a public hearing.
2.4 The DDA and Service
Providers
Government and service providers have a legal responsibility under the
DDA and other State based complementary legislation not to discriminate
against people with a disability. Government and service providers should:
• Be familiar with the DDA and other relevant legislation;and
• Ensure the relevant needs of people with a disability are addressed
when designing goods,services and facilities.
The consequences of not doing so can include costly and time consuming
legal action,additional or remedial building costs,and adverse media
attention.
2.5 People with a Disability
as Consumers
18
Apart from legislative and policy considerations people with a disability are
also consumers.Unless you are inclusive of people with a disability by
providing access to facilities, goods and services, your business may not be
maximising its market potential.Over the last decade there have been a
number of papers highlighting the potential of people with a disability as a
tourism market segment in Australia (Murray and Sproats 1990; Weiler and
Muloin 1989) and internationally (Keroul 1995; Touche Ross and Co.1993).
The aforementioned ABS surveys (1981;1988;1993) have shown the
significant numbers of Australians that make up this market.However, there
has been no substantial empirical work which has investigated the tourism
patterns of people with a disability.A sound research base therefore,needs
to be established to provide the tourism industry with information about
the dynamics of the market (who people with a disability travel with,
where they go etc.).It will also ensure their needs can be better met and
allow for the market to be more effectively targeted.
Providing accessible tourism facilities and services opens the door to a
large and growing market.Reedy (1993) in his research on the American
market,highlights the potential demand generated by the 43 million
Americans with a disability. As stated previously, 18% or 3.2 million
Australians have a disability and/or resulting handicap. For example,some
200,000 people require wheelchairs and up to another 500,000 have other
forms of mobility disabilities (ABS 1993).While Wheelchair Users appear to
comprise a small number of the overall people with a disability, design and
planning that incorporates the needs of this group will be good design and
planning for other markets.Effectively many people will benefit from these
provisions including our ageing population,parents with prams,and
employees as it incorporates good design practice for a range of
occupational health and safety requirements (McAuley 1993).Importantly,
these provisions assist our ageing population which is increasingly affected
by disabilities and whose numbers and proportion of the total population
increase each year. For the tourism industry the importance of this fact is
highlighted by the increasing proportion of aged populations of nations
from which the majority of Australia’s inbound markets are sourced.
2.6 Tourism industry Growing importance
While much has been made of the impact and planning needs of the
Sydney 2000 Olympics,there has been less discussion about the
Paralympics to be held two weeks after.The Paralympics will include some
6000 participants with a disability, with an estimated 1200-1500
wheelchair participants.Many of these participants will have family and
friends who wish to see them compete and some of these people will also
have a disability. Both the participants and their families and friends are
likely to want to visit other areas of Australia, given that Australia is a long
haul destination.However, what is certain is that there will be numerous
pre-Olympic and Paralympic events that will be staged in Sydney.These
include events directly associated with the sporting events of the
Paralympics and the many organisations both national and international
that will come to Sydney before 2000 to acclimatise to local conditions
and to test facilities.
Apart from the associated sporting events,Sydney’s attractiveness as a
convention and exhibition destination has already been shown to have
increased substantially with the announcement of Sydney as the next
Olympic host.Evidence of this can be found in the increased conference
bookings pre-and post-2000. People with a disability will form a proportion
of the visitors coming to Sydney for these events as well as for specific
events for people with a disability (i.e.the World Assembly of Disabled
People’s International).As the national and international spotlight
intensifies on Sydney and Australia,attention will focus on many areas of
Australian society. No doubt some of this spotlight will fall on human rights
issues (e.g.Aboriginal and Torres Strait Islanders) and part of this focus will
19
also fall on Australia’s provision for people with a disability.As Sydney is
the major gateway to Australia,it could also be recognised as Australia’s
showcase of an accessible city for all people.
2.7 Summar y
20
This chapter has provided background information on terminology,
statistics, relevant legislation and people with a disability as consumers.
Government and service providers need an awareness of this information
to maximise the efficiency and potential of their respective operations.
Chapter Three
Demographic Information
“My name is ****** and I am currently only one year old and the degree of my
disability is yet to be defined. My parents are very interested in taking me on
weekend trips away and have two planned for later this year. We don’t need
any special facilities yet except stroller/wheelchair access. Disabled toilets are
always handy too! My parents don’t yet know what facilities I might need to
help them show me the world in the years to come but they would be pleased to
participate in any future questionnaires to help all people with special needs.”
Questionnaire 267
T
his chapter outlines the demographic profiles of New South Wales
people with a physical disability who responded to the questionnaire.
This information is important for developing an understanding of the
“market’s profile”and provides a range of variables for cross tabulation. For
example Appendix 1:The Statistical Summary, provides the overall results
in the first column and then comparative data in columns two and three
based on Wheelchair Users and people using Other Mobility Aids.Similar
cross tabulations could be carried out on Gender,Age,Income,Lifestyle,
Education, Postcode Area,Type of Disability or Travel Dependence.
3.1 Type of Disability
Table 4 presents a breakdown of the respondent’s type of disability.The
largest overall group was people with Multiple Sclerosis (27%) followed by
Paraplegia (16%),Cerebral Palsy (14%) and Quadriplegia (13%).However,
when Paraplegia and Quadriplegia are combined into “Spinal Injuries”
(29%),this then become the largest overall group.However, the type of
disability should be viewed in combination with the following two
variables as they affect the needs and dependence of an individual and
hence,their access requirements.
Table 4: Type of Disability
All %
Paraplegia
15.8
Quadriplegia
13.1
Spina bifida
5.1
M ulttiple Sclerosis
Polio/Post Polio
M uscular Dystrophy/Atrophy
Cerebral Palsy
27.2
6.2
5.6
14.7
Brain Injury/Stroke
3.5
Bone related diseases
2.0
Amputee
Other
Total
.9
5.9
100.0
21
3.2 Main Mobility Aid
The Main Mobility Aid used affects an individual’s mobility and access
requirements.As Table 5 shows,Wheelchair Users (62%) make up the
majority of respondents, followed by Walking frames/sticks/crutches (18%),
Other mobility limitation (17%) and Braces etc.(4%).When the latter three
categories are combined into Other Mobility Aids (38%),this provides the
major cross tabulation provided in Appendix 1: Statistical Summary.This is
important because of the different needs of the two groups.
Table 5: M ain M obility Aid
All %
W heelchair use
61.6
Walking frame/stick(s)/crutches
17.7
Braces, belts, corsets, built up shoes etc
4.1
M obility limitation
16.7
Total
3.3 Travel Dependence
100.0
Travel Dependence refers to a person’s ability to travel independently
without the need for assistance by an attendant,carer or family member
with the tasks of daily living. Table 6 shows that the majority of
respondents need the assistance of an attendant (70%) with the remainder
able to travel independently (30%). Travelling with an attendant greatly
complicates the travel process because of the extra planning and financial
resources required.At the very least there is the need to pre-plan and
organise travel with another person or organise assistance at the
destination.If the attendant is not a friend, family member or partner, then
there is the added economic burden of hiring an attendant for the desired
hours or the duration of the trip.This obviously has a built in “anxiety”
factor because of the personal nature of the attendant duties.
Table 6: Travel Dependence
All %
Other %
29.9
21.1
43.0
W ith an Attendant
70.1
78.9
57.0
100.0
100.0
100.0
Total
22
Wheelchair %
Independently
3.4 Lifestyle Situation
Table 7: Lifestyle Situation
All %
Full-time Home Duties
Looking for w ork/Unemployed
Retired
Voluntary unpaid w ork
13.9
4.3
22.4
1.9
Part-time education
2.1
Full-time education
9.4
Part-time paid w ork
7.9
Full-time paid w ork (30+ hrs/w k)
12.5
Full Pension
19.9
Other
Total
5.7
100.0
The striking feature of Table 7 is that 58% of people are either Retired
(22%),on a Full Pension (20%), Full-time Education (9%),Unemployed (4%)
or doing Voluntary work (2%).Only 21% of people are in Full-time
employment (13%) or Part-time employment (8%).This radically constrains
a person’s ability to have high levels of disposable income. This together
with the findings of the Income may affect individuals capability to travel
regularly or to travel where moderate costs are involved.
3.5 Income
Table 8 highlights the economic constraints faced by the respondents.The
lack of disposable income is highlighted by 55% of people earning less
than $10,000 a year.This is followed by 17% earning between $10,000 $19,999,15% earning between $20,000 - $34,000.Only 9% of people earn
between $35,000 - $49,999 and 5% earn above $50,000 a year. However, as
Veal (1992) notes,income-based questions are notoriously unreliable with
people under or over stating income or omitting to answer the question.
Table 8: Income
All %
“ $0 - $4,999”
25.6
“ $5,000 - $9,999”
29.0
“ $10,000 - $19,999”
16.5
“ $20,000 - $34,999”
15.3
“ $35,000 - $49,999”
8.6
“ $50,000 - $74,999”
3.7
“ $75,000 +”
Total
1.3
100.0
23
3.6 Educational Level
Attained
Table 9 : Educational Level Attained
All %
Primary School
10.1
Secondary School (Years 7-10)
31.6
Secondary School (Year 11-12)
15.3
Some Trade Certificate/TAFE education
23.6
University, CAE or other tertiary graduate
14.5
Postgraduate
Total
4.9
100.0
Table 9 presents the highest Educational Level Attained.While Lifestyle
Situation and Income provide evidence of the economic constraints facing
people with a physical disability the Educational Level Attained suggests
that it is not because of lack of educational attainment.While Primary
(10%) and Junior Secondary (32%) make up a significant proportion,the
majority of people (58%) have senior or post Secondary training,with TAFE
(24%) and University (19%) qualifications well represented.When
compared to the general population people with a physical disability are a
highly educated group. As such,they are a group who are well versed and
able to act if they believe their rights are being violated.
3.7 Gender and Age
The survey results yielded an almost perfectly balanced gender breakdown
of Female (50.1%) and Male (49.9%).There is a relatively even age
distribution from 30-60 years,with a decreasing tail on either side except
for 0-13 year olds (10%).Table 10 presents the cross tabulation of Gender
and Age.Note the greater number of adolescent and young adult males, a
likely product of traumatic spinal cord injury (RNSH Spinal Unit 1995).
Table 10: Gender and Age
Female %
1 to 19
24
11.8
17.6
20 to 29
8.1
10.9
30 to 39
16.8
18.8
40 to 49
21.8
19.7
50 to 59
18.9
15.3
60 to 69
14.3
11.0
70+ over
8.3
6.6
100.0
100.0
Total
3.8 Postcode
Male %
Lastly, the place of residence shows there was an excellent representation
of people from Country New South Wales (41%). Sydney residents made
up 58 % of respondents with there being a relatively even distribution
amongst geographic areas except for City East (2%).
Chapter Four
Domestic Tourism Patterns
“I would like to tra vel more in Aust ralia but to find accessible
accommodation is time consuming and always more expensive. Ma ybe
if Ca ra van Pa rks could have a few cabins with access - as well as
cheaper units/flats houses - plus good access to water or swimming
pool. ”
Questionnaire 578
T
his chapter details the domestic tourism patterns of New South Wales
people with a physical disability who have travelled in the last year.
Domestic travel is defined as any trip over 40km (25 miles) or more away
from home where the people stayed at least one night.It could have been
for pleasure,business or any other reason (BTR 1995).
4.1 Domestic Travel and
Number of Trips
Of those surveyed 77% had undertaken domestic travel in the last year.
The majority of people (64%) had taken one (25%),two (22%) or three
(16%) trips.Only 12% of people had taken eight trips and over in the last
year (mean = 4.3; mode = 1; median = 3).
Map 1 illustrates the location and the percentage of visitors to the 10 most
popular domestic regions in New South Wales.Sixty seven percent had
holidayed in New South Wales with the most popular destinations being
Sydney (19%),the Blue Mountains/Hawkesbury/Central Coast (8%),
Illawarra (6%),Hunter (6%) and the South Coast sub region (5%).Of those
holidaying interstate,the most popular destinations were Queensland other
(8%),Brisbane (6%),ACT (6%),Melbourne (4%) and Victoria other (4%).
4.2 Main Destination of
Last Trip
Map 1: Domestic Destinations - ABS Tourism Regions
25
4.3 Month Returned and
When Last Trip
Occur red
The questionnaire was administered between May and October 1995.
Of those people travelling domestically there was a preference for travel
through the Australian autumn,winter and spring,with June (14%),April
(14%),May (13%) and July (11%) being the most popular months.The other
month with significant domestic travel was January (13%) which is
traditionally the most popular overall month for holidaying in Australia.As
such,40% of people’s last trip was less than two months ago,with a
reasonably even distribution through the other months.
4.4 Nights Away on Trip
Figure 1 shows the nights away for each trip.On average,New South Wales
respondents spent eight nights away on their domestic trip.However, in
reviewing the distribution of nights away, a two night stay was most
popular (weekend stay),with a relatively even distribution between 1 and
5 nights (8% - 10%),and peaks occurring thereafter on 7 night (9%),10
night (6%) and 14 night stays (5%) (mean = 8.2;mode = 2;median = 5).
Over 14 nights
Figure 1: Domestic Nights Aw ay
8-14 nights
6-7 nights
4.5 Main Reason for Trip
3-5 nights
As shown in Table 11,the two main reasons for a trip were pleasure/
holiday (48%) followed by visiting friends and relatives (31%). The other
reason to record a significant result was for disability specific or medical
(7%).When this reason was cross tabulated with area of residence
(Postcode recoded) it was found that 87% of this group were from New
South Wales Country. This can be attributed to the need for New South
Wales Country people to travel, mainly to Sydney, for specialist disability or
medical reasons.Some hotels (e.g.Camperdown Travelodge) near hospitals
(e.g.Royal Prince Alfred or the old Camperdown Children’s Hospital) have
catered for this market by accident because of their location.
Table 11: Domestic M ain Reason for Trip
All %
26
1-2 nights
Pleasure/Holiday
48.4
Visiting Friends and Relatives
31.3
Personal Reasons
3.7
Conference/seminars
2.9
Business
1.6
Sport organised/recreational
3.1
Disability related or medical
6.8
Other
2.0
Total
100.0
4.6 Accommodation Main Type/ Access
/ Accuracy
The most popular accommodation was with friends or relatives (34%).This
was followed by 4-5 star hotel/motel (19%),2-3 star hotel/motel (17%) and
rented house or flat (7%).Accommodation was an area that provided
greatest contrast between Wheelchair Users and people using Other
Mobility Aids.When answering the question, “Did you require accessible
accommodation?”, 88% of Wheelchair Users responded yes as
opposed to 39% of people using Other Mobility Aids. Significant differences
were also revealed in the perceived accuracy of the information provided
about the accommodation.Wheelchair Users believed the information was
accurate for their needs 76% of the time as compared to Other Mobility
Aids users who believed the information was accurate for their needs 85%
of the time.Information accuracy will be further discussed in Chapter 7.
Table 12 provides a breakdown of the main accommodation type used on
the trip by mobility aid.As can be seen Wheelchair Users used a larger
proportion of commercial hotel accommodation than people using Other
Mobility Aids.This is most noticeable with 4-5 hotels and can be attributed
to a number of factors discussed in Chapter 7. People using Other Mobility
Aids had a greater range of accommodation choice because their access
needs were not as high as Wheelchair Users.This was most noticeable with
the staying with friends and relatives category where 42% of people using
Other Mobility Aids used this option as opposed to 23% of Wheelchair
Users. The difference occurs because Wheelchair Users would need
friends and relatives with accessible houses.
Table 12: Domestic Accommodation by M obility Aid
Main Type of Accommodation
4.7 Main Transport Used
To Reach Destination
Wheelchair %
Other %
Hotel/M otel (4-5 star)
21.5
14.5
Hotel/M otel (2-3 star)
18.5
15.5
Private Hotel or Guesthouse
2.9
3.8
Rented House or Flat
7.3
5.6
Ow n holiday House or Flat
2.5
2.1
Friends or Relatives House/Flat
28.4
42.0
Other
19.0
16.5
Total
100.0
100.0
Transport is another crucial component of travel for people with a
physical disability. Much of the Australian public transport system has
limited accessibility, significantly reducing transportation options for
people with a physical disability.Transport for domestic tourism has been
split into Main Transport Used To Reach Destination and Combined
Transport Used at Destination. Table 13 presents the main transport used
to reach the destination.Over 70% of people used a private vehicle (60%)
or a private modified vehicle (11%).This was followed by plane (16%),train
(5%) and bus/coach (4%).(These figures again generally accord with the
27
DTM for the general population). People using private vehicles have the
freedom of using those vehicles at the destination.Once people using
commercial transport (plane,train and coach) reach a destination they
must find accessible means of transportation.
Table 13: Domestic Main Transport to Reach Destination
Transport to Destination
Plane
All %
Wheelchair %
Other %
15.9
16.8
14.2
3.7
2.5
5.9
Private Vehicle
59.8
54.0
67.3
Private Vehicle M odified (Special purpose or hand controls)
11.3
17.6
3.1
Rented or Hired Vehicle
.6
.6
.6
Rented or Hired Vehicle (Special purpose or handcontrols)
.1
.2
.1
5.1
3.4
7.5
.3
.3
.2
Bus/Coach
Train
Ship/boat/ferry
Special Purpose Taxi
.5
1.0
.0
Community or Organisation Transport
1.6
2.3
.6
Other
1.0
1.3
.4
100.0
100.0
100.0
Total
4.8 Combined Transpor t
at Destination
Once at the destination the range of transport options which may be
accessed depends on the nature of the destination itself, location of
accommodation,leisure activities,budget of the individual etc.Not
surprisingly 77% of people use their private or modified vehicle. However,
the range of other transport used is more varied. Pedestrian access
accounts for 24% of people’s movement; Taxis or Special Purpose Taxis
make up another 11% of people’s movement;Bus/coaches (8%),Hire
vehicles (5%) and Boat trips (4%) are the other contributors.Refer to
Appendix One (Section A).
4.9 Domestic Travel Group
Dynamics
The major group travel types that people with a physical disability
travelled with were Friends/relatives (29%),with Partner (28%), Parents
with children (19%) and individually (9%). Group travel only constituted
7% comprising Organised groups (4%) and disability specific groups (3%).
28
Table 14: Travel Group Type
Self
Partner
All %
Wheelchair %
Other %
9.2
9.0
9.7
27.9
27.6
27.6
Friends/relatives
29.1
29.9
27.5
Parents and children
18.7
17.0
21.4
Business associate
1.0
.8
1.1
Parents and children & other friends/relatives
4.5
4.0
5.5
.6
.3
1.0
Specific disability purpose
Couple w ith other adults (no children)
2.7
3.6
1.2
Organised group
3.5
3.8
3.6
Other
3.0
4.0
1.4
100.0
100.0
100.0
Total
The majority of people with a physical disability travel with between two
to five people in their group (mean = 4.1;mode = 2.0;median = 3.0).
However, there was a reasonable percentage of groups sized seven people
and over (8%),with group size extending up to 100.
The majority were the only member of their group with a disability (87%).
Of those who had other people with a disability in their travel group
(13%),the average number of people with a disability in the group was 3.4
(mode = 1.0;median = 1.0).
4.10 Domestic Travel
(Estimation of Market
Size)
Chapter 2 reviewed the market statistics for people with a disability in
Australia.Some 3.2 million or 18% of the Australian population were
classified as having a disability (ABS 1993).In New South Wales alone there
are some 1.1 million people with a disability. This study has researched
people with a physical disability. Using Table 1,and by excluding people
with either mental illness,sight loss,hearing loss,circulatory, respiratory or
other diseases or conditions,1.1 million Australians or 351,600 people
residing in New South Wales,are classified as having a physical disability. In
reviewing the data collected in this study on domestic trips and nights
away on their last trip,it was found that 77% of respondents had
undertaken a domestic trip in the last year. On average respondents took
4.3 trips a year (median = 3;mode = 1),with an average 8.2 nights away on
the last trip (median = 5.0;mode = 2).
29
Data on expenditure on domestic trips by people with a physical disability
was not collected in this study. However, using mean estimates for average
expenditure per trip night from the DTM (1994 $/trip night: $68 Australia;
$82 New South Wales) a value can be estimated for the travel market of
people with a physical disability in New South Wales and Australia. For this
estimation the more conservative Australia wide figure of $68 per trip
night was used. Appendix 4 presents the estimation of domestic market
size and value based on these figures.
Table 15: Estimation of Domestic M arket Size
Australia
People w ith a Phy.Dis
Trips (%)
77%
New South Wales
1,099,900
351,641
No. People
846,923
270,764
No. to Travel
Trips (Av) / per year
4.3
3,641,769
1,164,284
No. trips
Nights (Av) for all trips
8.2
29,862,505
9,547,128
No. all nights
Nights (Av) for last trip
8.2
6,944,769
2,220,262
No. nights last trip
No. in Group (Av)
4.1
28,612,447
9,147,460
No. Gr nights last trip
$/Trip Night
$68
$472,244,265
$150,977,831
$/Person Last Trip
Table 15 shows,in a given year, the volume and value of the domestic
market for people with a physical disability is substantial.Based on
individuals with a physical disability there are some 3.6 million trips per
year totalling to some 29.8 million nights.When the group dynamics data
of average group size (4.1) is included, the figure increases to 122.5 million
nights per year for people with a physical disability and those who travel
with them.Even when isolating the last trip taken by the individual with a
disability, this still accounts for 7 million nights and some $472 million
Australia wide or 2.2 million nights and $150 million in New South Wales
alone.When the group dynamics data is factored in,the value of the
Australian domestic travel market for people with a physical disability can
be estimated at $2 billion annually. See Appendix 4: Australia Wide Market
Estimates, for a State and Territory breakdown.
30
Chapter Five
Overseas Tourism Patterns
“I have driven and tra velled ext ensively in Aust ralia and USA. The
USA provides access far more consistently and one can stop and get
into almost any hotel in almost any town - buy a meal etc etc almost
without hassles. In Aust ralia it is very difficult - always a step. At
least it’s at all the little places which make a car trip so aggra va t i ng.
Hotel rooms are improving but access normally only in higher priced
ones. For these reasons our next major (1996) driving holiday will be
in the USA. Sor ry but ...”
Questionnaire 2678
“ In our experiences we have found overseas countries eg Hawaii, USA,
Europe, England, have put a lot of time and consideration for the
aged and disabled into tra nsport, hotels, information pamphlets.”
Questionnaire 722
T
his chapter outlines the tourism patterns of New South Wales people
with a physical disability who have travelled overseas in the last year.
The chapter is not as comprehensive as others as Tourism New South
Wales is only charged with marketing New South Wales as a destination,
both domestically and internationally. The overseas travel section of the
questionnaire was therefore shortened to allow more data to be collected
in other sections.However, the information was recognised as being
essential to establish baseline data on the tourism patterns of New South
Wales people with a physical disability.
5.1 Overseas Travel and
Number of Trips in the
Last Year
Of those surveyed, 11% had undertaken overseas travel in the last year.This
was significantly lower than the 77% of people who had undertaken
domestic travel in the last year.Yet this compares to the general population
based on 1995 figures. Some 2.42 million Australian residents departed
Australia on short-term visits abroad (ABS 1996).Based on an Australian
population of 18 million this suggests 13% of all Australian undertook
overseas travel in 1995. (However, this figure would be lower when taking
account of those people who undertook multiple trips).
It is not surprising that of these people 86% and 12% of people had taken
only one or two trips respectively, with only 2% taking between three and
eight trips in the last year (mode = 1;median = 1;mean = 1.2).This
suggests overseas travel is an activity fewer people are able to undertake
because of the resources required and/or their interest in doing so.
31
5.2 Month Returned From
International Travel
Of those people taking overseas travel there was a preference for travel
through the Australian winter and spring with July and September (15%)
being the most popular months followed by October (14%), June (12%),
May and August (11%).The other month with significant overseas travel
was January (10%) which is traditionally the most popular overall month
for holidaying in Australia.
5.3 Main Overseas
Destinations
Table 16 shows that the four major main overseas destinations were the
United States of America (19%),the United Kingdom (19%),New Zealand
(17%) and Other (11%).The other destinations to record significant
visitation were Asia (6%) and Fiji (5%).
Table 16: Top Overseas Destinations
All %
5.4 Reason for Overseas
Destination Choice
USA
18.5
United Kingdom
18.5
New Zealand
16.7
Other
10.5
Asia
5.6
Fiji
4.9
The reasons for choosing the overseas destinations are shown in Table17
and largely reflect that of the wider community. Seventy six percent of
people chose the destination for pleasure/holiday while 26% undertook
overseas travel to visit friends and relatives.The other significant reason for
destination choice was to attend a special event or to participate in sport
(7%).This response has important implications for New South Wales as a
host of the Sydney 2000 Olympics and Paralympics and its attractiveness to
the world wide community as a venue for pre-and post-Olympic,
Paralympic and other events.
Table 17: Reasons for Overseas Destination Choice
All %
32
Wheelchair %
Other %
Pleasure/Holiday
76.2
73.4
78.0
Visiting Friends and Relatives
26.2
23.1
29.7
Personal Reasons
3.6
2.1
5.1
Conference/seminars
3.2
2.8
3.4
Business
3.2
2.8
3.4
Superior facilities for people w ith disabilities
2.0
3.5
.0
Better info for people w ith disabilities
2.4
4.2
.0
Special Event/Sporting
7.1
12.6
1.7
Other
4.8
2.8
7.6
5.5 Overseas Travel
(Estimation of
Market Size)
As discussed in Chapter 2.2,the ABS (1993) figures provide secondary data
on the number of people with a physical disability. In reviewing the data
collected in this study on overseas trips away it was found that 11% of
respondents had undertaken an overseas trip in the last year. On average,
respondents took 1.1 trips a year (median = 1; mode = 1).Expenditure by
respondents was not collected in this study and is not collected by the ABS
Short-Term Movem ents (Catalogue 3401.0).Table 18 presents the
estimation of overseas market size based on these figures.
Table 18: Estimation of Overseas M arket Size
Australia
People w ith a Phy.Dis
1,099,900
New South Wales
351,641
No. of People
Trips (%)
11%
120,989
38,681
No. to Travel
Trips (Av)
1.1
133,088
42,549
No. overseas trips
As Table 18 shows,in a given year the estimated volume of overseas travel
by people with a physical disability is substantial.In a given year there are
an estimated 121,000 people with a physical disability who travelled
overseas in the previous year. Australia wide this accounted for some
133,100 trips with 42,500 of these trips originating in New South Wales
This demonstrates to the outbound tourism industry the opportunities for
developing specialist products catering for people with a physical
disability. See Appendix 4: Australia Wide Market Estimates, for a State and
Territory breakdown.
33
Chapter Six
Day Trip Patterns
“ Independent day trips, even to suburban parks, are thwarted due to
lack of suitable parking, lack of zebra crossings and barriers to
vehicle access to recreational areas (off roadside) in order to unload
wheelchair and disabled passengers.”
Questionnaire 470
“ Our day trips include beach, bush walks (wheels) and fishing trips land-based and boating. Now that Count rylink trains are accessible
with toilets we are trying them for the first time later this yea r. ”
Questionnaire 646
“ Day trips are more our thing. Just hop in the car and go. Somet imes
the destination is suitable, sometimes not. Pot luck can be exha ust ing,
but also excit ing. ”
Questionnaire 1600
T
his chapter outlines the tourism patterns of New South Wales people
with a physical disability who undertook a day trip in the last six
months. A day trip for the purpose of the questionnaire was defined as
“any round trip from home of more than 40km taken for pleasure”.As can
be seen in the above quotes day trips are less complicated because there is
no need for accommodation and therefore,other equipment and services
associated with overnight stays.
6.1 Day Trip Frequency in
the Last Six Months
Over 75% of respondents had undertaken a day trip in the last six
months. However, it must also be considered disturbing that 25% of
respondents had not taken at least a day trip in the last six months.Of
those who take day trips Figure 2 shows the frequency of the trips. Almost
a half of the respondents (47%) had taken 1-2 trips in the period.However,
41% undertake day trips on at least a monthly basis,with 11% day tripping
on a weekly basis.
Figure 2: Day Trip Frequency
Once a month
Each 2-3 months
Tw ice a month
Each w eek
34
Once (4-6 months)
Other
6.2 Day Trip Type
Table 19 shows that like the general population,driving for pleasure was
the major day trip experience for people with a disability.This was more
than double the popularity of the next activity of Visiting national parks or
natural areas (30%), Attending food festivals/restaurants (24%) and Other
activities (21%).The next six activities had only a 5% spread between them
(14 - 19%).However, 11% of people with a physical disability had
undertaken a day trip to an event specifically for people with a disability.
The recreational tourism patterns are affected by the two other factors of
transport and group dynamics.
Table 19: Day Trip Type
All %
Pleasure driving and sightseeing
67.2
Visit museums or art galleries
16.4
Visit animal parks, w ildlife reserves or zoos
19.9
Visit entertainment or theme parks
15.9
Visit nat. parks, bot gardens, nat areas etc
30.1
Attend special events e.g. expo, ag show etc
18.9
Attend major sporting events
14.5
Playing sport
Live theatre/music/concerts
6.3 Day Trip Transpor t
7.7
18.5
Outdoor & folk museums/historic parks
5.8
Casinos
2.0
Food festivals/Restaurants etc.
24.4
Events for disability purpose i.e. Conf etc
11.2
Other trips for pleasur e
21.4
Transport is crucial to the day trip experience.As such,Table 20 presents
the transportation used by people with a disability to attend day trips.
Eighty percent used either a Private Vehicle (64%) or a Private Vehicle
Modified (16%).This was followed by Bus/Coach (6%),Community or
Organisation Transport (5%) and Special Purpose Taxis (3%).Private
transport allows the individual or group freedom to roam, and not be fixed
to timetables.It is also not as costly or unreliable as special purpose taxis.
35
Table 20: Day Trip Transportation
All %
Plane
1.1
Bus/Coach
5.8
Private Vehicle
64.0
Private M odified Vehicle
16.1
Rented or Hired Vehicle
Train
2.3
Ship/boat/ferry
1.2
Special Purpose Taxi
2.9
Community or Organisation Transport
4.8
Other
Total
6.4 Day Trip Group
Dynamics
.9
.8
100.0
The major group type was with Friends/relatives (29%),with Partner (26%)
or Parents with children (19%). The group type was notable for the small
percentages travelling individually (7%),which supports the social nature
of day trips,or those travelling with a disability specific group (3%).
However, there were a number of other people who travelled with
Organised groups (8%).Refer Appendix One,(Section C).
The majority of people with a physical disability travel with
between two to five people in their group. The mean group size was
4.8 (mode = 2.0;median = 3.0).However, there was a reasonable
percentage of groups sized 10 people and over (8%),with group size
extending up to 60. The majority of people were the only member of their
group with a disability (81%).Of those who had other people with a
disability in their travel group (19%) the mean number of people with a
disability was 4.8 in the group (mode = 1.0;median = 3.0).
6.5 Day Trip Travel
Estimation of Market
Size
36
As discussed in Chapter 2.2 the ABS (1993) figures provide secondary data
on the number of people with a physical disability. In reviewing the data
collected in this study on day trips it was found that 75% of people with a
physical disability had undertaken a day trip in the last six months.On
average people with a physical disability took nine trips a year.
Expenditure on day trips by people with a physical disability was not
collected in this study. However, using mean estimates for average
expenditure per trip from the DTM Day Trip Monitor (1992 $/trip average
$41 across all day trips) a value can be estimated for the travel market of
people with a physical disability in New South Wales and Australia. Table 21
presents the estimation of the day trip market size and value based on these
figures.
Table 21: Estimation of Day Trip M arket
Australia
People w ith a Phy.Dis.
Trips (%)
Trips (Av)/6mths
New South Wales
1,099,900
351,641
No. of People
75%
824,925
263,731
No. to Travel
9
7,424,325
2,373,578
No. day trips
No. in Group (Av)
4.8
35,636,760
11,393,173
Total group day trips
$/Day Trip (Av)
$41
$304,397,325
$97,316,688
$/Day Trip Individual
As Table 21 shows,the volume and value of the day trip market for people
with a physical disability is substantial.Some 825,000 people with a
physical disability undertook a day trip in the last six months accounting
for 7.4 million trips.When the group dynamics data of average group size
(4.8) is included,the figure increases to 35.6 million day trips in the last six
months for people with a physical disability and those who travel with
them. Even when isolating the last trip taken by the individual with a
disability, this still accounts for some $304 million Australia wide or $97
million in New South Wales (over the last six months) or $608 million
annually.When the group dynamics data is included the day trip market for
people with a physical disability is estimated at $1.5 billion over the last
six months or $3 billion annually. See Appendix 4: Australia Wide Market
Estimates, for a State and Territory breakdown.
The day trip market is already a significant market.The market is based
currently on a high degree of use of non commercial facilities.Operators
therefore,have the potential to translate this sizeable market into increased
revenue if adequate accessible commercial facilities are available.Chapter 8
provides a discussion of mechanisms to promote accessible facilities and
services to people with a physical disability.
37
Chapter Seven
Satisfaction with, Needs and Constraints to T
ravel
“You can have good holidays. You have to plan ahead and must expect
problems with access, even if it is supposed to suit disabled people.
Questionnaire 429
“I, with my partner, have travelled extensively throughout Australia, but it
was achieved at a cost to both of us. The lack of accessible accommodation,
toilet facilities, attractions, eating place and transport, was so poor that we
have decided not to travel any more until the situation changes... These things
must change, not matter if you travel cheaply or at the top end scale. We
should have the same rights as everybody else.”
Questionnaire 1185
T
his chapter outlines the satisfaction with, requirements for, and
constraints to travel and non travel for people with a physical
disability. The chapter is the largest,most comprehensive and qualitative,
utilising the greatest variety of question types, particularly open ended
questions so as to ascertain the details of individuals.It is this section that
provides the majority of information for Chapter 8: Issues Raised:
Community, the Government and the Tourism Industry.
7.1 Satisfaction with
Level of Travel
Figure 3 presents the satisfaction of respondents with their current level of
trave l.Ove rall 26% of people were satisfied with their current level of travel.
However, 74% were dissatisfied and wanted to travel more (50%) or very
dissatisfied and wanted to travel a lot more (24%). These figures are further
affected by the person’s degree of mobility dependence. Satisfaction for
Wheelchair Users falls to 22% and dissatisfaction increased to 78% while
satisfaction for people using Other Mobility Aids rose to 30% and
dissatisfaction decreased to 70%.The reasons for the change are linked to
the constraints to travel,the special travel requirements and the barriers
encountered.
Figure 3: Satisfaction w ith cur rent level of travel
Very dissatisfied
Satisfied
Dissatisfied
38
7.2 Constraints to Travel
The major travel constraints cited were problems with the accessibility of
accommodation (42%),problems with accessibility of destinations (36%),
lack of accessible attractions and the lack of accurate information (30%).
All these constraints can be minimised or overcome through better
planning practices by all levels of Government and the tourism industry.
Like the rest of the population a major constraint to travel was economic
(50%).Table 22 presents the constraints to travel for all users,Wheelchair
Users and people using Other Mobility Aids. Again there are some
significant differences between the groups. The Wheelchair Users
constraints included general access requirements (40%),obtaining accurate
information (35%),pre-planning requirements (30%) and additional costs of
attendants (23%). All added to the dilemmas of travel.Other Mobility Users
constraints were primarily economic constraints (62%) and other needs
(12%).
Table 22: Constraints to Travel
All %
Other %
25.1
29.7
16.6
Previous problems encountered
25.8
28.5
21.4
Accessibility of accommodation
41.4
55.2
15.9
Accessibility of destinations
37.3
45.8
21.8
Accessibility of attractions
32.9
37.7
25.0
Transport problems getting to destinations
34.1
36.7
29.5
Transport problems at destinations
27.5
28.3
26.3
Difficulties in obtaining accurate information
28.6
34.6
17.9
Problems w ith how information is made available
13.4
14.9
9.9
Lack of suitable attendants
16.1
19.8
9.0
Additional cost of attendants
17.6
23.0
8.9
Economic constraints
50.5
44.9
62.0
9.4
7.3
12.7
Others
7.3 Special Travel
Requirements
Wheelchair %
Difficulty of the pre planning requirements
Special travel requirements was another variable where there was a
significant difference between Wheelchair Users and people using Other
Mobility Aids.As such,Table 23 presents the special travel requirements for
Wheelchair Users and people using Other Mobility Aids. As with Chapter
4.6,the requirement for an accessible room (93% and 64%) and an
accessible bathroom (91% and 57%) are dominant for Wheelchair Users
and people using Other Mobility Aids alike. The other major requirements
for Wheelchair Users are a personal care attendant to travel with (55%),
shower seat (50%) and commode (40%). The Other Mobility group has
similar needs of a personal care attendant to travel with (30%) and shower
seats (21%) but have much higher other special needs requirements (12%).
39
However, the Wheelchair Users’other needs are important for higher
support needs Wheelchair Users who may require adjustable beds (19%),
hoists (17%) and other equipment (9%).
Table 23: Special Travel Requirements
Accessible room
All %
Wheelchair %
82.6
92.5
Other %
63.7
Accessible bathroom
79.2
90.7
57.1
Show er seat
40.4
50.2
21.2
Commode
27.1
39.7
3.4
Hoist
10.9
16.3
.8
Adjustable bed
14.1
19.0
4.7
7.6
9.0
4.8
Other equipment
M odified vehicles
23.4
32.1
6.9
Personal Care Attendant - to travel w ith
46.3
55.1
30.3
Personal Care Attendant - at destination
21.8
27.5
11.3
8.7
6.7
12.3
Other special needs requirements
It is some of these equipment needs that add to the difficulty of travelling.
Access to equipment in destination regions is not always available and this
means people must take the equipment with them or not travel.Schemes
operating in the past which involved base hospitals hiring equipment to
people with a disability who were travelling in their areas were most
successful.However, these schemes have now all but disappeared. The
explanation being the equipment is needed for outpatient services. Some
chemist chains have limited equipment hire,but both geographic coverage
and equipment range need to be improved. Recently, some medical
equipment supply companies have introduced hire schemes that promise a
greater range of equipment, geographic coverage and reliability than
previously offered. The New Zealand example of new accessible
accommodation (post 1990) having a hoist and a commode chair available
is a proactive way of addressing this problem.The provision of such
equipment could be one strategy employed to achieve higher occupancy
rates for accessible accommodation.Another strategy would be for
operators to be aware of equipment hire opportunities in their area and
refer prospective customers.However, the need to hire equipment is yet
another added cost to the traveller with a physical disability.
7.4 Specific Barriers
Encountered
40
Over 50% of respondents offered specific examples of barriers they had
encountered in travelling covering over 70 different categories.General
wheelchair accessibility (12%) and steps/ramps (11%) were the two major
responses about general physical access. Specific access barriers included
public transport (11%), toilets (10%),accommodation (10%),bathroom/
showers (9%),attractions (8%) and parking (6%).Information again
featured with accommodation information accuracy (11%) and general
information accuracy/level of provision (9%). The barriers encountered
were then grouped into general areas and are shown in Table 24.
Table 24: Grouped Barriers Encountered
All %
Accommodation
40
General w heelchair access
28
Information
23
Transport
22
Toilets
16
Attractions
11
Disability specific
8
Parking
7
Aw areness/education
3
Economic
3
Equipment
2
Not surprisingly the barriers encountered was another area where there
were major differences between Wheelchair Users and people using Other
Mobility Aids.The barriers encountered and potential mechanisms to
overcome these will be discussed in greater detail in Chapter 8.
7.5 Suggestions for
Improvement
Over 45% of respondents offered suggestions for improvements,covering
58 separate categories,to enable people with a physical disability to travel
more easily. Not surprisingly general wheelchair access/standards (17%)
was the major finding,along with lifts/ramps (9%),the need for more
toilets (4%) and improved access to attractions (3%).However, this was
closely followed by the need for improvement of access to public transport
(13%).The next highest response was for education of service providers
(12%).Again the need for accommodation improvements featured
prominently including general (7%),more budget (4%) and bathrooms
(3%). Figure 4 shows the suggestions grouped into general areas.
Figure 4: Grouped Suggestions for Improvements
41
The suggestions for improvement largely reflect the constraints and
barriers encountered.Suggestions for improvement was another area
where there were differences between Wheelchair Users and people using
Other Mobility Aids. The suggestions for improvement and mechanisms for
implementing these will be discussed in greater detail in Chapter 9.
7.6 Accommodation and
Attraction Information
Information for accommodation and attractions was obtained from the
sources in almost identical proportions. This reinforces the view that the
best information for people with a physical disability is information that can
be verified by people who are aware of their individual access needs.This
was the case with both accommodation and attrac tions,where individuals
used friends/relatives (52% and 57%) to check on accessibility. The major
difference between the two was that local tourism information offices are
used for attractions (23%) to a greater extent than accommodation (13%).
This is not surprising given most people with a physical disability undertake
high degrees of pre-planning. Accommodation is crucial to the success of
the trip whereas accessible attractions are often sought as part of the
spontaneous tourism ex perience and are seen as a bonus for the trip.
7.7 Prefer red Information
Format
Respondents were asked in which formats they would prefer access
information about tourism-related facilities and services. The preferred
formats were directories (67%),brochures (60%) and area directories
(49%). These preferences should be viewed in the context of the
comments on the accuracy and accessibility of information contained in
these sources. The findings suggest that substantial improvements can be
made in accuracy and level of detail contained in publications.However,
the alternative methods of information delivery met with a mixed
response. There appears to be demand for a consolidated phone service
(35%) about accessible tourism facilities and services but low demand for
computer directories (7%).This may be due to the economic constraints of
the group (see Chapter 3 and Chapter 8) and possibly low computer
ownership or computer literacy.
7.8 Information
Requirements
Over 37% of respondents provided examples covering 38 separate
categories of information,that are required to better meet travel planning
needs. The overwhelming single greatest need and recurring theme of the
findings was the accuracy/level of provision (28%) of information.While
this is applicable across all tourism sectors,a number of specific examples
were cited. Accommodation access (19%),destination directories (13%),
guide books (10%),transport (11%) and destination services (6%) are all
areas which can be improved substantially. Information requirements and
strategies for implementation will be discussed in greater detail in Chapter 8.
42
Table 25 shows the information requirements grouped into general areas.
Table 25: Grouped Information Require me n t s
All %
Accuracy/level of provision
28.1
Accommodation access
20.4
Destination directory/guide books
22.8
Transport air/coach/rail/ferry
11.3
Toilets/parking/medical location
18.8
Access/signage generally
18.1
Services at destination
11.8
General public/tourism education
7.2
43
Chapter Eight
Issues Raised: Community, the Government and
the Tourism Industr y
“Tra velling with a disability is a never ending nightmare, hell on
Ea rth, indescribable, nerve wracking, stomach churning, unbelieva bly
expensive exper ience. ”
Questionnaire 2131
“ Having tra velled a fair amount before a vehicle accident in 1978, I
ha ve “battled” to enjoy further tra vel, but have many experiences and
disappointments because of so many places of interest and
accommodation not being accessible. Much is being accomplished and
attitudes of management and staff has improved enormously since
1981 - “The Int ernational Year of the Disabled” .
Questionnaire 1031
I
t is easy to forget that the statistics discussed in this report reflect the
lived experiences of people with a physical disability who travel,wish to
travel or who are unable to travel.Travelling should be a pleasurable
experience.However, as shown in the previous chapter, people with a
physical disability have much more to consider when planning a trip than
the average person.The amount of extra planning required by people with
a physical disability depends on the type and degree of disability. As
shown in the results sections (refer to Appendix 1 for full comparison)
Wheelchair Users generally have greater requirements than people who
use Other Mobility Aids,and this is further complicated by the type and
degree of disability.
The report provides Government and the tourism industry with
information about the tourism patterns and experiences of people with a
physical disability. As is discussed in this chapter, this information helps
deconstruct many of the myths which exist about the market of people
with a physical disability and their tourism patterns and experiences.
Secondly, the chapter discusses ideas which may bring about changes to
the tourism experiences of people with a physical disability. Improved
access to the provision of goods,services and facilities will not only impact
on those people with a disability living in New South Wales but will
provide increased potential to service the needs of the growing tourism
market of people with a disability and the ageing population.
This chapter will firstly discuss market myths which are challenged by the
study findings before discussing the issues for Government and the tourism
industry. Direct quotes of the lived tourism experiences of people with a
physical disability are used to support points where appropriate.
44
8.1 Market Myths and
Realities
The information collected for the study has challenged a number of myths
about the market of people with a physical disability, their tourism patterns
and experiences.Some of the myths include:
Myth 1: People with a disa bility a re a sm a ll m a rket a nywa y so wh y
bo ther?
Reality The market is large (see market estimate figures in Chapters 4, 5
and 6) and reflects those mainstream market groups such as
young singles, young couples with children,older retirees etc.
Myth 2: The m a rket do esn’t tra vel or spend beca use o f inco m e
constra ints.
Reality
The market has income constraints but travels on a level
comparable with the rest of the population.However, the market
also cites other reasons apart from financial reasons for non
travel as being the major constraints encountered. People with a
physical disability want to travel more frequently.
Myth 3: It is ea sier to ignore the m a rket a nd their needs.
Reality It is not easier or okay to ignore the market for two reasons.
Firstly, it is illegal to deny access to this market intentionally or
unintentionally under the DDA and complementary state
legislation. Secondly, it is economically short sighted to do so.
Potentially it is a large market that can be reached cost efficiently
through the networks of organisations representing people with
physical disabilities.
Myth 4: The m a rket tends to tra vel in la rge gro ups a nd is therefo re to o
difficult for the a vera ge establishm ent to co pe with.
Reality On average 80-90% of all travel by people with a physical
disability is with a partner/carer, family or friends who do not
have a disability. Of those who undertook travel with other
people with a disability most travelled with 1-2 other people with
a disability.
Myth 5: Disa bled peo ple a re better off do ing things o rga nised by
institutions o r Go vernm ent a gencies who k no w wha t their
needs a re a nd ho w to ca ter fo r them .
Reality The majority of people with a physical disability live in the
community and access tourism experiences as individuals.They
45
use mainstream integrated tourism products and services with no
institutional or government intervention.
Myth 6: I’ve never seen a nyo ne in a wheelcha ir a t m y esta blishm ent
befo re so why sho uld I provide fa cilities no w?
Reality People can not use a facility if they can not get in! This fact has
been overlooked by the Government and tourism industry in the
past.
Myth 7: I’ve go t a disa bled roo m / fa cility but I’ve never seen a nyo ne in a
wheelcha ir use it so why did I bo ther go ing to the expense o f
putting it in?
Reality People will not utilise a service they are not aware of. It is like
the idea of the chicken and the egg - what comes first? In this
case the accessible facilities,the information/promotion and the
market use by the consumer. Unlike the movie Field of Dreams,
where the line was “build and they will come”,in providing
accessible facilities the line is “build,market and they will come!”.
Myth 8: It is no t a go o d business decisio n to go o ut o f yo ur wa y to
provide these expensive fa cilities fo r peo ple with a physica l
disa bility who will no t utilise them in a ny ca se.
Reality The facilities are not expensive when included from the
beginning of a project. People with a physical disability are also
loyal customers of those establishments who do a good job
catering for their needs.Such establishments find a high degree of
return visitation and high occupancy rates.
Many of these myths and misconceptions have developed because of a lack
of understanding and information about people with a physical disability,
their tourism patterns and their needs. It is not surprising then that the
information provided to people with a physical disability by Government
and the tourism industry about accessibility has been on the whole less
than adequate. At this point exploration of the key issues will begin.
8.2 Information
A consistent need raised throughout the study was that of information
provision.
Comments raised in the study relating to information provision touched on
all tourism sectors from transport,accommodation,attractions and
hospitality. Simply stated,“Information obtained on accessibility is not
always accurate or detailed.”(Questionnaire 1060). Four main points were
raised about the nature of information provision.They were the:
46
•
•
•
•
Accuracy of access information provided;
Level of detail of the information provided;
Availability of the information;and
Format that the information is available in.
Some Government agencies have already started to address these issues.
The New South Wales Department of Transport have established dedicated
information lines e.g 131 500 and TTY services to provide information on
the accessibility of public transport as a means of addressing this issue.
Tourism New South Wales is developing an information system on the
accessibility of tourism product through its Visnet tourism information
database.
Due to the centrality of the information issue Chapter 8.11 includes ideas
for developing more accurate and accessible information systems.Largely,
information requirements fell into two distinct areas:
• General access;and
• Holiday experience.
General access is the cause of greatest concern for people with a physical
disability.This is because of the uncertainty and the inconvenience this can
cause to the traveller, effectively impacting on the quality of the total
holiday experience.One example aptly expresses the frustration
experienced:
“Arriving in ******* at 8pm to find that the 4-star motel with a disabled unit
has two steps to gain entry to said room, plus hob and sliding screen on
shower, great info, great holiday. I guess there are no politicians in
wheelchairs.”
Questionnaire 439
Unlike the rest of the community who can transfer to alternative venues if
not satisfied with their choice of establishment,people with a physical
disability generally do not have this option because of the limited number
of facilities available.Hence,if the original information about accessibility
is incorrect and there are no alternatives,people with a physical disability
may have no choice but to abandon their plans. As the following quote
suggests the problems are well known by people with a physical disability;
“I don’t often get the opportunity to travel but I am well aware of the pitfalls.
This, however, would not deter me from travelling. It does make the decision
easier if the travel arrangements are successful. To ensure that a disabled
person receives reliable information regarding accommodation and access to
popular attractions in that particular area, I suggest that consideration is
given to compiling a detailed information guide.”
47
Questionnaire 1160
The following quote highlights the frustrations for people who are ready,
willing and able to travel but are hindered in their efforts to maximise their
holiday experience because of a lack of information about accessible
mainstream tourism product.
“I have an able-bodied wife, two young children and have the money to do
things, but it is often difficult to get ideas on what we can do as a family. I
don’t need special disabled holidays but would like to know about “normal”
holiday activities that a “wheelie” could also enjoy. The guide books from
Tourism New South Wales such as “Short Breaks” and “Country Holidays” are
very good. Disabled access information in them or something separate for
disabled people would be good.
Questionnaire 440
While there is a market for specially designed packages for people with a
physical disability (see ATC 1995;Cameron 1995),the majority of people
with a physical disability want mainstream holiday experiences to share
with the people they travel with in small groups,usually their family and
friends.The tourism industry can provide this by de veloping an
information system that provides accurate and readily available information
about accessible tourism product.The report has demonstrated the
demand for such information by the community of people with a physical
disability in New South Wales. What becomes apparent through the
qualitative responses is that people with a physical disability become loyal
consumers of those establishments which have a word of mouth
reputation (i.e.credible) amongst the community for products of best
practice.Since the development of Access Standards,many establishments
have included accessible facilities.However, many establishments have not
taken the next step and promoted the existence of their accessible
facilities.As the next quote suggests,this is an inefficient use of resources
and a loss of market potential:
“...a lot of areas that have excellent access for wheelchair users do not advertise
this aspect. If a company or council expends the additional money to provide
access, and no one knows the access exists, then the provision of access is almost
a waste of money.”
Questionnaire 406
8.3 Promoting Discussion
and Strengthening
Links between
Government, Industr y,
Organisations and
People with a
Disability
48
This section discusses the linkages between Government,the tourism
industry, people with a physical disability and groups representing or
acting as advocates for people with a physical disability.The above quote
highlights what the author calls the Access ➔ Info rm a tio n➔ Ma rk et Use
Circle. It is the nexus of these groups that can help close the Access ➔
Inform a tion➔ Ma rk et Use Circle .
Government has provided a legislative and policy framework to provide
access for people with a physical disability. Without accessible
infrastructure people with a physical disability cannot undertake travel
opportunities. People with a physical disability can also provide invaluable
input into the planning phase to assist in the development being as
accessible as possible. However, if this group are not made aware of the
accessible infrastructure then significant market use is unlikely to occur.
Hence,not only is the initial investment not fully utilised but new business
is not capitalised upon. This is where organisations representing people
with a physical disability can provide Government and industry avenues to
disseminate access and marketing information.
A key area to be addressed in relation to the provision of information is
that of promoting discussion and the strengthening of the links between
Government,the tourism industry, people with a physical disability and
organisations representing or acting as advocates for people with a
physical disability.A lack of understanding of the respective positions of
the parties leads to a breakdown in communication. It is the lack of
understanding of what constitutes a ccessibility between the parties that
leads the problems identified in the study. The Access ➔ Info rm a tio n➔
Ma rk et Use Circle can not be completed without the involvement of all
four groups.The first step in addressing this issue is to encourage
discussion between and within relevant groups that include:
■
Government agencies such as:
Ageing and Disability Department
Department of Urban Affairs and Planning
Department of Transport
Olympic Co-ordination Authority
Tourism New South Wales
Others
■
Tourism and other industry associations such as:
Australian Hotels Association (AHA)
Property Council of Australia (PCA)
Hotels,Motel and Accommodation Association of Australia (HMMA)
Tourism Attractions Association Incorporated
Others
■
People with a physical disability:
Individuals with relevant skills and experience
■
Organisations representing people with a physical disability such as:
groups involved in this study;and the newly formed Physical Disability
Council of New South Wales.
49
Increased communication between the parties would lead to increased
understanding of the issues from all perspec tives.Organisations representing
people with a physical disability would have direct communication with the
tourism industry, thereby allowing them to better explain the practicalities of
accessibility. Tourism industry associations would be able to provide their
members with better quality information to meet the needs of people with a
physical disability. The tourism industry associations could also promote the
efforts of their members who provide accessible tourism product. Additionally,
a cce ssible pro d u ct would receive recognition and market exposure amongst
the community of people with a physical disability through the efforts of their
representative organisations. This would lead to increased choices of tourism
experience.The result would be increased visitation by people with a physical
disability to accessible product and an overall increase in business. Government
could also benefit through having New South Wales recognised as a State
proactive in developing an accessible tourism environment.The tourism
industry would be willing and able to recognise and service the needs of a
growing market.
8.4 Needs and Best
Practice Provision
The remainder of the chapter provides information on the market needs and
best practice provision to improve the tourism experiences of people with a
physical disability. These include: general access requirements;transport;
accommodation; other equipment and attendant servic es;areas, destinations and
local government areas;tourism industry education and awareness;and
developing information systems. Due to the nature of the qualitative comments
the following sections will identify general provisions without naming
individual examples.Further field research on best practice examples will need
to be carried out to provide objective,standards based assessment of places,
facilities, goods and services.
8.5 General Access
Requirements
Sixteen years after the International Year of the Disabled Person (1981) and
twenty years after the introduction of the first Australian Standards for Access
(1977), general physical access is still the major constraint encountered by
people with a physical disability. In the most simple terms this could be thought
of as the requirements for wheelchair access and in the fuller understanding of
ac c ess,includes sensory and communication access. Standards Australia
AS1428.1 -AS 1428.4 (see reference list) provide detailed instruction on the
design requirements for provisions for both physical and sensory disabilities.
Currently only compulsory adherence to AS1428.1 is required (see Table 26).
However, the DDA could be used by people with a physical disability to
challenge minimum provisions if they were seen to discriminate against people
with a physical disability (HREOC 1994 and Chapter 2.4.).There is a need for
organisations to be proactive and consider adopting AS1428.2 Enhanced and
Additional Requirements, as the minimum requirements for developing new
facilities or products.There is also a review of the Building Code of Australia
(started in 1995) with the likely outcome being the upgraded adoption of
AS1428.2 as the required minimum access standard.
50
Table 26: Standards Australia AS 1428.1 and AS 1428.2 Categories
Standards Australia AS 1428.1*
Standards Australia AS 1428.2 * *
* Compulsory minimum requirements
* * Items not covered under Pt.1. Offers enhanced but
* * not compulsory requirements.
Walkw ays, ramps, landings, handrails & grabrails
Continuous accessible path of travel
Doors, doorw ays and circulation space
Lighting and sound levels
Lifts and stairw ays
Reach and view ing ranges
Toilets and show ers
Furniture and fitments
Controls and floor surfaces
Street furniture
Parking
Gatew ays and checkouts
Entertainment venue seating
Vending machines
Signs
Telephones and Postboxes
Hearing augmentation-listening systems
Time delays at lights and pedestrian crossings
Kitchens and laundries
While the public focus of access has been on access to individual buildings this
is only the starting point for an accessible experience (whether that be
community, recreational or travel). As highlighted in Table 26, access also
includes a range of other provisions which the rest of the community takes for
granted and would be outraged if they could not use (e.g.telephones, vending
machines,furniture etc.). A key concept to the total access experience is that of
a co ntinuous a ccessible pa th of trave l or co ntinuous pa thways (Halcrow
1989). A continuous pathway is defined by Standards Australia (1993), as:
“An uninterrupted pa th of travel to or within a building providing a ccess to
a ll re q u ired fa cilitie s. For non-a mbulatory people, this accessible pa th sha ll
not incorpora te any step, sta irwell or turnstile , revolving door, esca la tor or
other impediment which would prevent it being negotia ted by people with a
disa b ility.”( Sta nd a rds Au stra lia 1993:7)
People with a physical disability require a continuous pathway to offer them
the best possible chance to have an independent experience.The lack of a
continuous pathway
means that people with a
physical disability are often
excluded from full
participation in
community life.This
exclusion is a form of
discrimination or social
exclusion that society
would not tolerate for any
other group e.g. gender,
race, religion,sexual
orientation etc.
Cartoon 1: A path to now here, M ark David
51
Some key issues related to developing continuous pathways that were raised by
the study are now discussed. Cartoon 1: A path to nowhere, is an example of a
no n-co ntinuous pa thwa y! For practical information and the technical
requirements for overcoming barriers to accessibility see the aforementioned
Standards,Sport and Recreation Victoria (1996), ACROD (1995a; 1995b;1994;
1992), ACROD and the Bicentennial Authority (1989) and Keroul (1987).
8.5.1 Parking
Parking is a critical issue for people with a physical disability.There are a
number of reasons for this but the principal one is the generally restricted
degree of accessibility to public transport in New South Wales.This means
many people are reliant on private motor vehicles.If accessible parking is
not available and clearly signposted near a facility, the likelihood is the
facility will not be used by people with a physical disability.
Issues
• Loca tion. Accessible parking and pick up/drop off bays should be
provided near the main entrance (assuming the main entrance is
accessible) or near the accessible entrance.Ideally accessible parking
should be sheltered from the weather as it takes time for some people
to transfer from car to wheelchair or to disembark from accessible
transport.
• La ck of a dequa te pa rk ing spa ces. People were frustrated by the limited
number of and appropriately sized,accessible parking spaces.
• Enforcem ent o f pa rk ing restrictio ns. People were unhappy with the
unauthorised use of accessible parking spaces by people without the
appropriate parking authorities.This was a concern at major facilities
such as shopping and entertainment centres.
• Cost. The cost of private parking in the CBD and other areas of Sydney
is prohibitive where free council parking is not provided.
• Signa ge. Accessible parking is often not adequately sign-posted or its
whereabouts made known on maps or information sheets.
8.5.2. Kerb Ramps, Pathways, Ramps and Lifts
Once people with a physical disability have arrived, been dropped off or
parked,their next task is to access the building, facility, accommodation or
area. It is essential that there are no impediments to the continuous pathway.
Issues
52
• A genera l la ck o f a ccess a nd a ccess ro utes. Gutters without kerb ramps
(known as pram ramps in many local government areas) and steps are
insurmountable constraints to Wheelchair Users and people with Other
Mobility disabilities.The use of kerb ramps,pathways and ramps could
overcome many of the simpler access constraints and provide
“continuous pathways”.
• La ck of lifts. While access provisions have been made to ground floor
areas,in many older buildings,other floors are not accessible.This
should be made known to people with a physical disability when an
inquiry is made.
• Signa ge. When accessible kerb ramps,pathways, ramps and lifts are
provided they are often not adequately sign posted or their
whereabouts made known on maps or information sheets.
8.5.3. Public Toilets
No building, facility, accommodation or area can be considered accessible
to people with a physical disability unless accessible toilets are provided
for their use.The major issues about toilets raised in the study are outlined
below.
Issues
• A genera l la ck o f a ccessible to ilets. While this problem was noted
generally it was acute when people were travelling by car on domestic
or day trips and needed to make convenience stops on major road
routes.
• Unisex toilet provisio n. Unisex facilities allow carers and friends of the
opposite sex to access facilities and assist the person with a physical
disability if required. However, while unisex provision is preferred as the
first option,one accessible toilet should be provided in Women and
Men’s toilet facilities.
• Access/ lock ed. When accessible toilets were provided they were
frequently locked after hours (presumably to stop vandalism) or were
inoperable because they were used as storage areas etc. AQA in
conjunction with Local Government authorities are introducing Master
Locksmith’s Access Key (MLAK) to allow people with a physical
disability to access public toilets after hours.
• Signa ge. Where accessible toilets were provided they were not
adequately sign posted or their whereabouts made known on maps or
information sheets.
53
8.6
Transpor t
Accessible transportation is a key requirement for facilitating travel by this
market.Once people with a physical disability decide to travel they must
decide how to get to the destination or day trip. For domestic overnight
travel,transport has two dimensions:
1.
2.
arriving and leaving a destination;and
travelling whilst at a destination.
Unless private transport is being used then public transport has to be
relied on.Over the last few years,the New South Wales Government has
committed to a range of accessible transport initiatives.These include:
• the upgrading of the rail system to include “Easy Ac c ess”stations;
• introduction of “low floor”buses; and
• an accessible light rail system for the CBD and Darling Harbour prec inc ts.
These initiatives supplement existing programs designed to address the
information and transport needs of people with disabilities,such as:
■
■
■
■
■
Information available through the 131 500 number, a TTY phone service
and maps
Increasing numbers of accessible taxis
Accessible Ferry Services
Accessible people mover systems such as the Darling Harbour Monorail
Accessible Country Rail Services through Countrylink
While this does not deliver a totally accessible public transport system,in
the short-term it is a major improvement on the current situation.This is
particularly so for visitors with a disability to Sydney who wish to see the
major tourism areas of the Sydney CBD.
Issues
• Public Transport
The provision of an accessible and integrated public transport system was
one of the top two responses to the barriers encountered and suggestions
for improvement to travel questions.Comments covered the need for
improved access to the full spectrum of public transport from buses,trains,
ferries,jetcats, rivercats,taxis,special purpose taxis,hire cars etc.
These was also reinforced by the DPI (1995) study where delegates raised
their concerns about the lack of an accessible public transport system.
54
The nature of access to public transport is described by the Australian
Tourist Commission (1995:2) in its Tra vel in Austra lia fo r Peo ple with
Disa bilities Fa ct Sheet, which states,“Generally most types of public
transport are inaccessible to those with partial or severe disabilities.”
Downie (1994) Ta rget 2015: AVision for the Future - Access to Tra nspo rt
in Austra lia fo r All Austra lia ns, fully explores all public transport-related
issues,with an excellent chapter on “Chapter 22.0: Australia’s Travel
Industry - “An Appraisal”.It is an essential reference for those interested in
this area.
The remainder of the chapter will be restricted to a few specific touristrelated transport concerns identified by the study.
• Accessible (Special Purpose) Taxis
1. Reciprocal arrangements for concession taxi vouchers between States.
Currently each State has its own concession taxi voucher system but
there is no arrangement for reciprocal use of the vouchers when
individuals travel interstate. This considerably adds to the expense of
travelling.
2. Bookings. A range of anecdotal comments relating to the poor
availability and reliability of the taxi system;and
3. Cost.The study noted the cost burden for people with a physical
disability whose only transport option is accessible taxis. This further
added to the cost of travel. Suggestions from respondents included
increasing both subsidy level from the current 50% and/or the ceiling
on the amount subsidised per trip.
• Rental Vehicles
Hand control cars and special purpose van hire.Greater availability and
information of both these provisions would assist in providing
independent tourism experiences.
• Air Services
Air services were the only form of transport to consistently receive
positive comments.However, a range of concerns were expressed:
1. Extra cost of travelling with an attendant and no discount offered to
offset costs.Qantas introduced (October 1996) the Carers Concession
Card.The card offers 50% discount on all domestic airfares for people
with high support needs and their carer. Ansett have since recognised
the card and offer identical provisions;
2. Lack of seat and leg space for travellers with disabilities;
3. Lack of accessible toilets;
4. Method of boarding planes i.e,on narrow trolleys and then being “man
handled”into inappropriate seat locations;and
5. The need for ground staff awareness training towards people with a
physical disability.
55
• Summary
The main implications for the tourism industry relate to the accessibility
and integrity of transport links between the transport - accommodation attractions - hospitality sectors and the ease with which people with a
physical disability can move between these sectors to participate in a total
tourism experience.Ease or lack thereof, will heavily impact on the
satisfaction of visitors and their propensity to travel frequently.
As one experienced traveller explains,the problems of transportation have
become such that they restrict their travel to areas to which they can drive
in their private vehicle.
“I find it difficult to plan’ any holiday (as successfully as I would want)
because there are so many details required for independent travel (for me).
Parking, access, air travel comfort i.e. toilets, comfort on long flights. Even idea
of flying to Western Australia from New South Wales toileting problems (which
may arise) deny me that privilege. (I guess career moves are denied also.) I do
and have travelled overseas a few times but now I’ve decided the flight is
unbearable and therefore have stopped thinking about it. In my employment
and being on advisory committees I choose to drive most places ie
Tumut/Sydney/Canberra/ Melbourne as flying in small planes is almost
impossible now.”
Questionnaire 2611
8.7 Accommodation
After a person has decided to undertake a trip to a given destination the
first task is to locate accessible accommodation.While other people find
this task as easy as picking up an NRMA Accommodation Directory or
stopping at the first “vacancy”sign,people with a physical disability
approach the task with a great deal of anxiety. Respondents identified a
range of issues associated with accommodation.
8.7.1 Information Inaccuracies
Accommodation information inaccuracy was a prominent issue which was
highlighted quantitatively and qualitatively.Twenty three percent of
Wheelchair Users and 15% of people using Other Mobility Aids identified
information about accommodation as being inaccurate.However, after
undertaking cross tabulations selecting only Wheelchair Users,and
commercial accommodation type by accuracy of information this figure
rose to 34% for 2-3 star accommodation and 30% for 4-5 star
accommodation.The following quote documents a common occurrence
and the subsequent effect on the traveller.
56
“ I have experienced so-called “accessible” rooms with bathrooms you can’t
even turn a wheelchair in. No handrails near toilet; shower, baths which are a
no-no. Steps into the rooms, or non-accessible eating areas. I find that one can
really only rely on one’s own personal experience - brochures and hotel staff
leave a lot to be desired. So much time can be wasted which is soul-destroying,
exhausting and you are left with the feeling “why did I bother”.
Questionnaire 1291
When assessing the qualitative responses like the one above,a large
number were about the accessibility of the accommodation.There were
many problems identified with access to accommodation ranging from
minor access dilemmas,to the room not being wheelchair independent,to
bathrooms not being accessible.Bathroom accessibility is critical and can
effectively make the rooms unsuitable for Wheelchair Users.Hobless
showers (roll in shower),hand held shower hose,lever type taps,need for
adequate shower chair or bench,positioning of the toilet,height from the
floor of the toilet for transfers and for use of commodes were the most
critical issues.The problems these issues cause are expressed in the
following quote,
“Quite often shower access is impeded by shower hobs making it almost
impossible for a person with severe disabilities from showering. Hand rails are
either poorly positioned or non-existent. I recently visited a country motel and
took my own shower stool only to find I could not access the shower
compartment because of the height of the hob at the entrance to the shower
and, the non-existence of hand rails which would have facilitated my entering
the shower cubicle. Often, no shower stool or chair is provided and vanity
units are too high to permit a person in a wheelchair from using them without
making one hell of a mess or, making a mess of themselves while washing or
even cleaning teeth. My wife has regularly had to top and tail me because
bathrooms have been inaccessible. There appears to be no uniformity to
providing hand rails in toilets for people with disabilities. They are often too
low to allow a person to hold them while standing.”
Questionnaire 458
It is suggested that the information inaccuracies were largely caused by a
communication breakdown as to what practically constitutes a ccessibility
between either the:
• Architects,builders and planners in the development phase i.e.lack of
understanding or compliance to the Building Codes of Australia and the
Australian Standards of access;or
• Management and consumers in the retail phase i.e.what constitutes
accessibility, whether rooms are accessible,consumer needs etc.
57
8.7.2 Need for an Objective Accommodation Inventor
y
To this point in time there is no one source or systematic collection of data
that can provide a consolidated objective inventory of genuinely accessible
rooms in Sydney, New South Wales or other areas of Australia. While a
number of organisations have made progress in this area (i.e.NICAN,
ACROD, NRMA and Tourism New South Wales) and there have been a
number of publications,(ACROD 1994;Cameron 1995) a coordinated
approach must be adopted by government and the tourism industry. The
development of such an inventory would be a practical outcome of this
study. This action would not only assist people with a physical disability
who wish to plan a holiday in New South Wales but would be invaluable to
the industry for the organisation of conferences and sporting events for
people with a physical disability. Atlanta 1996 Olympics and Paralympics
had many such events taking place pre- and post- the Games period
(personal communication Jeff Heath 15/5/96) .
8.7.3 Volume, Cost and Class of Accommodation
The accommodation comments were also directed at the high cost of the
accommodation, general lack of accessible rooms and the lack of budget
and 2-3 star accommodation.This phenomena can be explained because
most accessible new rooms in Sydney and New South Wales were provided
in the 4-5 star class which was the focus of the mid to late 1980s property
boom.The lack of accessible budget and 2-3 star accommodation was also
compounded by building regulations being less stringent prior to the mid
to late 1980s (BCA and Australian Standards of access) when the majority
of 2-3 star accommodation was built.The wider implications of supply
restrictions suggest modifications need to be made to the Building Codes of
Australia and the Australian Standards of access for commercial
accommodation provision of accessible rooms.Currently these are:
Hotel/Motel Class 3 (BCA 1990:D-29)
10-49 Units
1 sole occupancy unit
49-99 Units
2 sole occupancy unit
99+ Units
3 sole occupancy unit
This will require discussion between the involved parties.
8.7.4 Implications for Sydney 2000 Olympics and Paralympics
Further to points made earlier in the report,Sydney and New South Wales
will experience an increased level of visitation because of the Sydney 2000
Olympics and Paralympics.Inevitably a proportion of these visitors will be
people with a disability. In addition,there are a range of events being
58
organised for people with a disability because of the Sydney 2000
Paralympics.This will focus international attention on how well Sydney
caters for people with a disability. Sydney should be able to proudly face
the spotlight of this international attention.
As discussed,the type and degree of disability affects the nature of support
needs.Generally, the higher the degree of disability the greater the support
needs.The demographic profile provided three variables that assist in
determining the degree and type of disability: category of mobility aid;
travel dependence;and type of disability.The two major areas identified
were equipment and attendant services.
8.8 Other Equipment and
Attendant Services
8.8.1. Equipment
One of the constraints to travel is the need for appropriate equipment
within destination areas. Yet sourcing this equipment for use or hire at
destinations is often difficult at best and impossible at worst.This leaves
only three options:
1. Do not travel;
2. Take all equipment on the trip;and/or
3. Stay only at the limited number of establishments which supply the
needed equipment (e.g.Wheel Resort at Byron Bay, Clark Bay Farm etc.).
A system of equipment loan/hire in place at destinations would offer
people greater freedom to travel.The most needed equipment is:
•
•
•
•
•
Hoist;
Commode;
Shower chair;
Electric beds;and
Other equipment.
The implications of do-it-yourself equipment provision are highlighted in
the following quotation:
“You don’t leave home as you would need at least a trailer to take all you need.
Hoists, commode chair, chair recharger, night bottles, day bags, domes, milton
medication, clothes, someone to load/unload, park all of the above, shop, cut
up food, give enemas, wipe bum, shower, wash and dry, put uradome on
properly so it doesn’t leak, dress on bed, put in chair, pull out creases in pants,
strap feet on footplates, do hair, see that you don’t fall out of chair for the day
and put back to bed at night. Repeat the same again tomorrow. Why would
you want to leave home to do that elsewhere?”
Questionnaire 436
59
Faced with these difficulties it is little wonder that sadly, some people take
the decision not to travel at all.
8.8.2. Attendant Car e
Some 79% of Wheelchair Users and 57% of people using Other Mobility
Aids were unable to travel independently and needed to travel with an
attendant for their personal care needs (general assistance,showering,
toileting,dressing etc.).This creates two further planning considerations
for people with these needs:
• Availability of appropriate attendants to travel with to destinations or to
be utilised at destinations;
• Direct cost of attendant services.Hire of the person on an hourly, daily
or weekly basis.The New South Wales Home Care base charge is $13.10
per hour to $27.50 per hour on weekends,or $192 a day live in;and
• Indirect attendant costs.Extra costs associated with travelling (petrol,
airfares,accommodation,meals etc.).
These points are summarised by the following comment,
“I would travel more if I could have an attendant travel with me - feelings of
security. The cost of paying for such wages on top of their travel costs,
accommodation etc., would be prohibitive.”
Questionnaire 158
8.9 Areas and
Destinations
All the general requirements of accessibility discussed in Chapter 8.5 must
be addressed by attractions,destinations and areas.However, the overall
level of accessibility of an area or destination is made up of much more
than the accessibility of a single building or an attraction. People with a
physical disability who decide to visit particular areas or destinations wish
to “experience”a place in its entirety. Currently however, each time a
person with a physical disability visits a new area a mini research project is
necessary to assemble the access related information necessary to make
the experience worthwhile.The development of mobility maps (Mobility
Map Working Group 1994) is a good start to overcoming this problem.
Another possible way to further alleviate this problem in a tourism context
is to further explore the concept of a ccess precincts.
8.9.1. Access Precincts
The concepts of continuous pathways and mobility maps can be further
extended in an integrated fashion through access precincts. The term
access is inclusive of people with mobility, sensory and communication
disabilities.Precinct in this context is taken to mean a place or space of
60
definite or understood function (derived from Macquarie Dictionary
1985:1337), in this case for recreational and tourism purposes. Access
precincts incorporate all of the previous concepts discussed and further
those areas/services provided by public and commercial sector to allow
the precinct to be used as independently as possible within the limits of a
person’s abilities. A key component of the concept is the availability of a
consolidated access information package encompassing all linkages,
facilities and services in the precinct.One of the most common complaints
of people with a physical disability is the difficulty they experience
obtaining information about accessible places and tourism experiences.
8.10 Tourism Industr y
Awareness and
Education
While tourism industry awareness and education did not arise as a major
issue in the quantitative data it is strongly linked to the issues of accuracy
of information and its provision.If the tourism industry is educated and
aware of accessibility issues then the problems relating to information
provided by the industry would not be so apparent.The qualitative
information collected also highlighted a range of positive and negative
comments about the “attitudes”of people in the tourism industry. (As is
common with surveys it is considered that many positive examples of the
tourism industry’s attitude towards people with a disability would have
gone unreported).Commentary on attitudes was complemented by
suggestions on the need for education of the tourism industry about the
subjects of access provision,disability awareness and staff training.The
following opportunities could be explored:
• Opportunities for the dissemination of educational information about
issues facing people with a physical disability and about people with a
physical disability;
• Development of disability awareness training packages for the different
tourism industry sectors;
• Recognition of the importance of the roles played by management and
operating staff in implementing successful strategies for servicing the
needs of people with a physical disability;
• Management’s need to develop a culture of awareness of the issues
related to servicing the needs of people with a physical disability;
• Operational staff’s role as the primary contact between the person with
a physical disability and the organisation;and
• The introduction of disability awareness modules within University and
TAFE tourism and hospitality courses as a way of influencing future
managers and operators.
8.11 Development of
Information Systems
by Service Providers
Commonwealth,State and Local Governments,and businesses are
encouraged to prepare Disability Action Plans (HREOC 1995;1995b;1995c;
1995d) as a way of improving service delivery for the needs of people with
a disability.The preparation of a Disability Action Plan is a six step process
61
consisting of:
1.
2.
3.
4.
5.
6.
Reviewing current activities;
Devising policies and programs;
Setting goals and targets;
Devising evaluation strategies for the Action Plan;
Allocating responsibility;and
Considering communication strategies.
Government agencies are required to prepare a Disability Action Plan
while the business sector is strongly recommended to prepare similar
plans.However, even before preparing a Disability Action Plan,tourism
industry operators can undertake some basic actions to address the
information concerns raised by the study. As discussed,people with a
physical disability are like any market or consumer group need accurate
and accessible information on which to base their decisions.Consideration
therefore,needs to be given to the issues of:
•
•
•
•
Is the correct information available?
What format is it in?
Where is it available?
How can it be accessed?
8.11.1 A Possible Action Plan for Service Providers
Like any consumer group,people with a disability need to know about the
services provided.It is no good having the best product in the world if no
one knows about it.Each organisation or business which seeks to include
people with a physical disability needs to have in place an information
(marketing) system which gets the message out to the general public and
to the target market.This need not be a “special”brochure but can be as
simple as use of the universal symbols (Diagram 1) in a prominent position
and a statement on a brochure highlighting the fact that facilities forpeople
with a physical disability are available and further information can be
obtained through the provided phone number.
Diagram 1: Universal Access Symbols
62
The next important step is to ensure those members of staff who are
involved in the provision of customer service are well informed about
access information.This should include all levels of the organisation from
the general manager right through to the front desk, receptionist,
housekeeping staff, program directors etc.The developer and the architect
who are hired to overcome structural access constraints are rarely involved
in the operation of the tourism enterprise.It is the management of the
business who have to deal with access in an operational sense through
developing an organisational culture and awareness of accessibility issues.
The following steps could form an outline for the development of an
accessibility information system.
Step 1: Access Audit/Inventory (accurate information)
Incorporating the three access dimensions.
The following may provide guides (see reference list):
Standards Australia AS1428.1 - AS1428.4
ACROD (1992) - Accommodation Checklist.
ACROD (1995b) - Draft Attractions Checklist.
ACROD and Bicentennial Authority (1989) and ACROD (1996b) Room 206.
Step 2: Analyse strengths/weaknesses of access provision
Are there areas that can be improved?
Plan for improvement,possibilities,seek expertise, redefine
product etc.
Step 3: Develop an access information system.
Decide upon the information required.
Presentation of the product for the market.
Format.
Step 4: Train customer service staff on access issues.
Disability awareness training.
Training about the information system.
Step 5: Disseminate information on access provisions.
Distribution,publicity and marketing.
See 1 and 2 below
63
Once the organisational responses have been put into place,information
needs to be distributed through:
1.Mainstream tourist information systems.
All industry broadsheets and relevant industry associations should be sent
press releases of access information.Government tourism bodies at all
levels should be notified as services and products are developed or
information issued.These bodies publish a range of information sources
(city maps,guides etc.,) where access information is included.Local Visitor
Information Centres are an excellent and cost efficient way to publicise
this information through the provision of brochures. Mainstream media
such as television (Healthy,Wealthy and Wise;Getaway;Holiday;Great
Outdoors etc.), radio and newspapers are always looking for cases of best
practice and have provided extra publicity which has never hurt any
business.
2.Specialist disability networks
There are a range of specialist electronic services (NICAN; Visnet),
books/directories (ACROD 1994;Cameron 1995),magazines (LINK),
organisation journals and newsletters (ParaQuad, AQA,MS etc.) that reveal
the thirst the community of people with a disability have for accurate and
accessible tourism information.The key contacts would be ACROD, LINK
Magazine and NICAN as they offer national distribution of information
through their publications. Finally, specialist retailers (see ATC 1995;
Cameron 1995) who specifically cater for people with a disability, should
be kept informed of government and tourism industry access information.
64
Chapter Nine
Summary and Suggested Opportunities
“I have had in the past problems about tra vel (that) were only crea t ed
in my head before I left. I have learned now not to think of possible
problems, but to confront problems as they arise which seems to be a
lot less than the problems you imagine before you leave. “Get out
t here and do it”. These problems are not as frequent or difficult as
you may think”
Questionnaire 165
F
undamentally people with a physical disability want to travel.This study
shows us that a substantial amount of pre-planning is required for
people with a physical disability to undertake travel.The tourism industry
as the key provider of travel services,can take steps to improve some of
the experiences documented in the body of this report. For those areas
outside the control of the tourism industry (urban design,public transport
etc.) the industry can identify constraints and barriers and work with
people with a disability and relevant organisations/agencies to bring about
improvements.
There needs to be a co-ordinated approach by Government and the
tourism industry to planning tourism access for people with a physical
disability. Government can and does,provide direction and coordination
through existing mechanisms,such as the New South Wales requirement
for Disability Strategic Plans (New South Wales Government 1994) and the
Commonwealth’s requirement for Disability Action Plans (HREOC 1995).
However, these plans need to be developed with and supported by the
tourism industry.As outlined,a first step in improving access would be for
each organisation to develop an accurate and detailed information system
on the organisation’s facilities and services.This would provide a
foundation to change tourism experiences from a nxiety to universal
tourism a ccess.
9.1 Summary of
Themes Raised
• Access for Peo ple with a Physica l Disa bility is a bo ut Hum a n Rights
Access is a right not an option under the Disa bility Discrim ina tio n Act,
1992 (Com m ) . It is about people’s right to achieve their maximum
potential as members of the community.
• Poor Physica l Access is the Key Pro blem fo r Peo ple with a Physica l
Disa bility
Without physical access to transport,buildings and areas in general,people
with a physical disability are excluded from the community and the
tourism experience in particular.This exclusion can be thought of as a
form of wheelchair apartheid that would not be accepted by any other
sections of the community.
65
• Providing Access should be vie wed a s a n e xercise in inclusive
m a rketing ra ther tha n a n obsta cle to be overco m e.
Once access is seen in this context organisations will realise that
“a ccessibility”will allow them to tap into the full potential of the market
for their goods,services and facilities through being inclusive of the whole
community.
• Im plica tions of increa sed fo cus o n the m a rket with the Sydney 2000
Pa ra lym pics a nd Olym pics
This report highlights the need for the Government and the tourism
industry to continue and in some cases,begin to strategically plan for the
provision of full access to public places, goods,services and facilities.In
order to reach out to people with a physical disability organisations need
to provide accurate and accessible information.However, the ability to tap
the potential of this market will not be achie ved if the appropriate
infrastructure is not in place.Infrastructure related problems are
compounded by the fact that in many cases,“quick fixes”are not available
as long lead times are necessary to overcome some problems.Improved
access to the provision of goods,services and facilities that are essential for
positive tourism experiences by this market in the lead up to the Sydney
2000 Olympics and Paralympics would provide another positive legacy of
the Games.
As discussed in Chapter 2 access planning for people with a physical
disability also represents good planning for our ageing population,parents
with children,and for compliance with occupational health and safety
requirements.Above all, designing and facilitating for access to facilities,
public places and goods and services that takes into account access,is
good planning because it is inclusive.As Reedy (1993) presented in his
powerful thesis on inclusive marketing and Keroul (1995) document, by
not addressing the needs of all members of the community, a business is
quite simply harming itself because it is not maximising its market
potential.This study has revealed that by restricting accessibility or
information about your good,service or facility, you exclude not just one
person with a physical disability, you also exclude the 4.1 people they
travel with on a domestic trip or, on average,the 4.8 people they travel
with on a day trip.
9.2 Suggested
Opportunities
It is suggested that there needs to be proactive strategic planning for
improving access to tourism goods, services and facilities at all levels.Any
such planning should address the following areas as a minimum:
• Access related information services;
• Use of best practice examples;
66
• Tourism accessibility forums for discussing issues;
• Disability awareness training;and
• Tourism and disability research.
9.2.1 Accessibility Related Information Services
The information needs of the community of people with a physical
disability need to be coordinated, consolidated and integrated into
mainstream information sources to provide accurate and accessible
information.Some opportunities include:
• A database of accessible accommodation and attractions which uses a
reliable assessment and reporting mechanism (to be discussed) and
which is freely available to the public in a variety of formats;and
• Integrating access information into mainstream travel services/systems.
9.2.2 Use of Best Practice Examples
Best practice in access provision by accommodation,attractions,precincts
and local government areas (based on criteria set down by the spirit of the
DDA utilising the Standards and other rele vant material) should be
identified and promoted.Some opportunities might include:
• An Annual Award for Tourism Access Excellence possibly to be included
within an appropriate current tourism awards program;
• Recognition of the benefits of tourism access in activities such as
Tourism Week,trade shows and other relevant forums;
• Encouraging feature stories of best practice and personal experiences of
New South Wales tourism product in the both mainstream and disability
media: radio,TV, newspapers,trade journals,disability organisations
journals, web sites, newsletters,industry and academic venues etc; and
• Ongoing encouragement of the need for organisations to pursue access
policy and practices.This could start through promoting the
development and implementation of Disability Strategic Plans,as set
down by the Disability Services Act,1993 (New South Wales) and
Disability Action Plans, as encouraged by the Disability Discrimination
Act, 1992 (Comm).
67
9.2.3 Tourism Accessibility Forums for Discussing Issues
Suitable forums could promote improved access to goods, services and
facilities by fostering liaison between industr y, government,organisations
representing people with a disability and individuals with a disability.
Those who could be represented include:
• Senior Government representatives;
• Key tourism organisations representing attractions,accommodation,
hospitality and transport;
• Local, State and Commonwealth Government representatives;
• Key organisations representing or advocating for people with a
disability;and
• Individuals with a disability independent of the above three categories
with appropriate experience and skills.
9.2.4. Disability Awareness Training
Disability awareness training packages could be investigated by the
government and/or industry as a way of promoting awareness of and
providing information about the needs/potential of people with a
disability:
• Senior staff within tourism organisations should be the first people to
be trained as they develop and implement policy and have a major
influence on organisational culture (see ALGA 1994);and
• Frontline customer service staff also need to be afforded the
opportunity of training.
9.2.5. Tourism and Disability Research
• Identify opportunities for undertaking further research on tourism
patterns of people with other disabilities including sensory and
communication disabilities;and
• Publish reports and produce information highlighting the opportunities
for specific tourism industry sectors (accommodation,attractions,
transport,hospitality etc.) to provide or improve services to people
with a physical disability.
68
Glossary Of Terms
Community Organised Transpor
t
Accessible transport organised by community-based organisations such as
DARTS (Disable Alternative Road Transport System) and KADDY Club.
Continuous Pathway
An uninterrupted path of travel to or within a building providing access to
all required facilities. For non-ambulatory people,this accessible path shall
not incorporate any step,stairwell or turnstile, revolving door, escalator or
other impediment which would prevent it being negotiated by people
with a disability. (Standards Australia 1993:7)
Day Trip
A day trip is a trip away from home involving no overnight stay of more
than 40 kilometres taken for pleasure.(BTR 1995:x)
Disability Action Plan
An Action Plan is a strategy for changing business practices which might
result in discrimination against people with disabilities.An Action Plan will
help businesses to identify these practices and offer a blueprint for change.
(HREOC 1995:3)
Disability Discrimination
Disability discrimination happens when a person with a disability is treated
less fairly than someone without a disability (HREOC 1994).
Domestic Tourism
For the purposes of the study, tourism is defined as travel by Australian
residents involving a stay away from home of one or more nights and
requiring a journey of at least 40 kilometres (25 miles) for any reason.(BTR
1995:ix)
Group Dynamics
The Group Dynamics sections to the Domestic Tourism and Day Trip
sections provide information collected about the group that the individual
was travelling with.This includes group type, number of people in the
group,whether the individual was the only person with a disability and if
not,how many other people with a disability were in the group.
69
Main Transport Used
This is the main method of transport used to arrive at the “main
destination”(the place where most nights were spent).(BTR 1995:x)
Mobility Map
Mobility Maps are just another type of map and have the same functions as
all other maps.That is,they show the physical features of an area and/or
indicate accessible routes of travel.(Mobility Map Working Group 1994:2)
Multiple Response Question
A multiple response question is a question where more than a single
response can be given.There were two types of multiple response
questions used in the study questionnaire.The first were questions where a
given set of categories was provided and the respondent was asked to tick
a number of appropriate responses.The second was an open ended
question where space was provided for up to three responses.Multiple
response questions percent of cases do not tally to 100 as more than one
response can be given by respondents.(Veal 1992)
Nights
Nights refers to the number of nights spent away from home in association
with individual visits.(BTR 1995:ix)
Overseas Tourism
For the purposes of the study, overseas tourism is defined as Australian
residents departing for short-term visits abroad of 12 months or less.(ABS
1996:ix)
Special Purpose Taxi
A special purpose taxi is a taxi used to transport wheelchair passengers
who do not transfer out of their wheelchairs to travel.There are a number
of types of taxis used for this purpose: Stretch Holdens and Fords;Nissan
Urvans;Toyota Hi Ace; Ford Flashcabs;and Metro cabs.Each type has
different dimensions and therefore,can carry different sizes and numbers
of wheelchairs.Individual requirements need to be made known at the
time of booking.
70
Standards
Applying to current Australian Standards.
Trip and Main Destination
For the purposes of the study, a tourism journey is termed a trip.The place
on that journey where most nights were spent is termed the main
destination (as distinct from other destinations visited en route).(BTR
1995:ix)
TTY
Telephone typewriter.
71
References
ACROD (1992) Accessible Buildings Info rm a tio n Kit, ACROD, Canberra.
ACROD (1995a) 2nd Edition Roo m 206: Acco m m o da ting Tra vellers with
Disa bilities,ACROD, Canberra.
ACROD (1995b) Dra ft To urism Attra ctio ns Accessibility Check list,
ACROD, Canberra.
ACROD and the Bicentennial Authority (1989) Ro o m 206:
Accom m oda ting Tra vellers with Disa bilities, ACROD, Canberra.
ACROD NSW (1994) Accessing Sydney - A ha ndbo o k fo r peo ple with
disa bilities a nd those who ha ve trouble getting a ro und,ACROD, Sydney.
Anti-Discrim ina tion Act, 1977 (New South Wa les)
Australian Bureau of Statistics (1988) Ca ta logue No . 4120.0 - Disa bility
a nd Ha ndica p,Australia,ABS,Canberra.
Australian Bureau of Statistics (1993) Ca ta logue No. 4430.0 - Disa bility,
Ageing a nd Ca rers, Austra lia .- Sum m a ry o f Findings, ABS,Canberra.
Australian Bureau of Statistics (1996) Ca ta logue No . 3401.0- Oversea s
Arriva ls a nd Depa rtures,ABS,Canberra.
Australian Local Government Association (1994) Disa bility Discrim ina tio n
Act: A Guide to Best Pra ctice in Lo ca l Governm ent,ALGA, Canberra.
Australian Tourist Commission (1994) To urism Ma rket Po tentia l Ta rgets
1994 - 2004, ATC,Sydney.
Australian Tourist Commission (1995) Tra vel in Austra lia fo r Peo ple with
Disa bilities - A Fa ct Sheet, ATC,Sydney.
Australian Uniform Building Regulations Co-ordinating Committee (1992)
Building Co des o f Austra lia ,AUBRCC,Canberra.
Bureau of Tourism Research (1993) Do m estic To urism Mo nito r - Annua l
Sum m a ry 1992/ 1993 , BTR Canberra.
Bureau of Tourism Research (1995) Do m estic To urism Mo nito r - Annua l
Sum m a ry1994/ 1995, BTR Canberra.
72
Burnett, John.J (1996) ‘What services marketers need to know about the
mobility disabled consumer’, The Journa l o f Services Ma rketing,Vol.10
No.3 1996 pp3-20
Cameron,Bruce.M.(1995) Ea sy Access Austra lia - A Tra vel Guide to
Austra lia , Easy Access Publishing Pty Ltd., Kew,VIC.
Darcy, Simon (1995) Sa tisfa ctio n a nd Experiences o f Sydney a s a n
Accessible Destina tio n, CLTS and People with Disabilities (New South
Wales) Inc.
de Vaus, D.A.(1992) 3rd Ed Survey Methods in So cia l Resea rch,Allen and
Unwin,Sydney
Disability Council of New South Wales (1994) Access Week Ca lenda r,
Disa bility Co uncil of New So uth Wa les, Sydney.
Disability Council of New South Wales (1995) Media Guidelines,
Disa bility Co uncil of New So uth Wa les, Sydney.
Disa bility Discrim ina tio n Act, 1992 (Co m m ).
Disa bility Services Act, 1993 (New South Wa les).
Disabled Peoples’International (Aust) (1995) Disa bled Peo ples’
Interna tiona l Wo rld Assem bly Sydney, Decem ber 1994 - Repo rt to the
Depa rtm ent of Co m m unity Services, DPI,Canberra.
Downie,Angus (1994) Ta rget 2015: AVision fo r the Future - Access to
Tra nsport in Austra lia fo r All Austra lia ns, Disability Advocacy Council of
Australia,AGPS,Canberra.
Druett,F and Small,J (1988) Im a gine it Fro m My Side: A Physica l
Disa bility Awa reness Progra m , Joint Project of the New South Wales AntiDiscrimination Board and The Office of the New South Wales AntiDiscrimination Board and the Office of the Director of Equal Opportunity
in Public Employment.
Environm enta l Pla nning & Assessm ent Act, 1979 (New So uth Wa les).
Gething,Lindsay et al.(1994) (2nd Edition) The Disa bility Awa reness
Pa ck a ge, University of Sydney, Sydney.
73
Human Rights and Equal Opportunity Commission (1994) Disa bility
Discrim ina tion Act Info rm a tion Sheets, HREOC,Canberra.
Human Rights and Equal Opportunity Commission (1995a) Disa bility
Discrim ina tion Act - Actio n Pla ns: A Guide fo r Business, HREOC,
Canberra.
Human Rights and Equal Opportunity Commission (1995b) Disa bility
Discrim ina tion Act - Actio n Pla ns: A Guide fo r Co m m onwea lth
Governm ent Depa rtm ents a nd Autho rities, HREOC,Canberra.
Human Rights and Equal Opportunity Commission (1995c) Disa bility
Discrim ina tion Act - Actio n Pla ns: A Guide fo r Sta te a nd Territo ry
Governm ent Depa rtm ents a nd Agencies, HREOC,Canberra.
Human Rights and Equal Opportunity Commission (1996) The Disa bility
Discrim ina tion Act a nd Lo ca l Go vernm ent De velo pm ent Powers,
unpublished legal opinion HREOC,Sydney.
Human Rights and Equal Opportunity Commission and Australia Local
Government Association (1995d) Disa bility Discrim ina tio n Act - Actio n
Pla ns: A Guide fo r Loca l Go vernm ent, ALGA,Canberra.
James,Colin and Diane (1995) The Wheelies Ha ndbo o k o f Austra lia ,
Coleraine,Victoria.
Keroul (1987) Building Design a nd Ho spita lity: To better ser ve yo ur
clients, Keroul Association for the development of tourism for handicapped
people in Quebec,Quebec.
Keroul (1995) To urism fo r Peo ple with Restricted Physica l Ability: A little
k nown but ra pidly develo ping m a rket, Keroul Association for the
development of tourism for handicapped people in Quebec,Quebec.
Loca l Governm ent Act, 1993 (New South Wa les).
Loder and Bayly Consulting Group (1990) Disa bility Access Po licy Study,
City of Heidleberg,Victoria.
McAuley, Helen (1993) Pa per 1 - Ba ck g ro und to the De velo pm ent o f
Access Sta nda rds,ACROD, Canberra.
Mobility Maps Working Group (1994) Dra ft Mo bility Ma p: Ho w to
produce a m obility m a p , Local Government Community Services
Association,Disability Division.
74
Murray, Max and Sproats, Joe (1990) “The Disabled Traveller: Tourism and
Disability in Australia”, Jo urna l o f To urism Studies, Vol.1,No.1,May 1990
pp9-14.
NSW National Parks and Wildlife Service (1995) Access fo r All,
NSW National Parks and Wildlife Service,Sydney.
New South Wales Government (1993) Disa bility Stra tegic Pla ns, Social
Policy Directorate,Sydney.
New South Wales Government (1994) Disa bility Directio n - To m o rrow’s
Blueprint, Social Policy Directorate,Sydney.
Olympic Co-ordination Authority (April 1996) Access Guidelines, Olympic
Co-ordination Authority, Sydney.
Robinson,Ruth and Recreation Rendezvous (1997) We’re in it To gether:
Including Peo ple with Di sa bilities in Ma instrea m Leisure, Rec reation
Rendezvous,Sydney.
Reedy, Joel (1993) Ma rketing to Co nsum ers with Disa bilities - Ho w to
identify a nd m eet the growing m a rket needs o f 43 m illio n Am erica ns,
Probus Publishing Company, Chicago.
Sims, Jean (1995) Investiga tion into the Accessibility o f New So uth Wa les
Tourism Attra ctio ns fo r People with Disa bilities, unpublished Tourism
Studies Project for ACROD (NSW) and the Tourist Attractions Association of
New South Wales,School of Leisure and Tourism Studies,University of
Technology, Sydney.
Smith,Ralph W. 1987,‘Leisure Of Disabled Tourists: Barriers to
Participation, Anna ls o f To urism Resea rch Vol 14,pp376-389,1987.
Sport and Recreation Victoria (1996) Dra ft Co py o f Recrea tio n - Access fo r
All, Sport and Recreation Victoria,and Villamanta Publishing Service Inc.,
Melbourne.
Standards Australia (1992) Design for Access a nd Mo bility : Pa rt 2:
Enha nced a nd a dditio na l requirem ents - buildings a nd fa cilities AS
1428.2, SA,Sydney.
Standards Australia (1992) Design for Access a nd Mo bility : Pa rt 3:
Requirem ents fo r children a nd a dolescents with physica l disa bilities AS
1428.3, SA,Sydney.
75
Standards Australia (1992) Design for Access a nd Mo bility : Pa rt 4: Ta ctile
ground surfa ce indica tors fo r the orienta tio n o f peo ple with visio n
im pa irm ent AS 1428.4, SA,Sydney.
Standards Australia (1993) AS 1428.1 - 1993 Genera l requirem ents fo r
a ccess - buildings, SA,Homebush.
Touche Ross and Co.1993, TOURISM FOR ALL in Euro pe: Pro fiting fro m
Opportunities - A new m a rket fo r tourism , To urism 2000 TOURISM FOR
ALL in Euro pe ,Touche Ross and Co.,London.
Walsh,Des.,and London, Julie (1995) Arts a nd Disa bility, a report
prepared for the Australia Council for the Arts,Redfern.
Weiler, B and Muloin,S 1989,‘The disabled traveller: an untapped market
segment’,in Patching,B.(Ed) 1990, Leisure fo r Peo ple with Disa bility,
Proceedings of the National Conference on Leisure for People with
Disability, the Sheraton Breakwater Casino, Townsville,Queensland 21-23
September 1989: Sport and Recreation,Queensland.pp19-34.
World Health Organisation (1980) Interna tio na l Cla ssifica tio n o f
Im pa irm ents, Disa bilities a nd Ha ndica ps, ICIDH,Geneva.
Veal,A.J. (1992) Resea rch Methods for Leisure a nd To urism :A Pra ctica l
Guide, Longman,London.
76
Simon Darcy