Customer Charter

Customer Charter

Our Commitment to Clients

Access Solutions National Pty Ltd (ASN) has been established to provide high-quality services to our customers. Although we are located in the South East of Melbourne, Victoria we provide our specialist services throughout Australia. ASN strives to be the industry leader in providing advice and development of creative and innovative concepts that revolutionise the built environment, whilst providing accurate and up-to-date information that facilitates an inclusive mindset – increasing the number of accessible opportunities for people with disability.

We are a multi-discipline company with key strategic relationships that fosters collaboration, efficiency, and professionalism. Our key staff are qualified and registered with National peak organisations, such as the Association of Consultants in Access Australia (ACAA – www.access.asn.au) as well as lived experience of disability. Our staff have held positions within Local Government, International Development Organisations (Delivering Federal Government Aid Budget), and committees within the built and disability sectors.

ASN is focussed on the intention of the disability access requirements and the end users of the built environment. Compliance is compliance to the minimum and that’s about the least we must do, it’s the ‘glass half empty’ view. We like to take the approach of the ‘glass is half full!’ view into our thinking and work ethos. Delivering projects on time, on budget and to high quality are simple bi-products of our streamlined systems. However, it can be extremely beneficial to exceed these constraints at times, especially when the end users, people with disability, are positively impacted by not just complying with the minimums.

Customer Service Plan

ASN was the first disability access consulting firm to implement a Quality Management System (QMS) across our entire operations. This system is still in effect today and underpins our commitment to quality service deliverables. As we strive to not only improve our services but the disability access consultants industry as well, we have modeled our service experience on the forming fountains of ‘good old fashioned service’. An accredited disability access consultant will be appointed as the project lead contact and remains available throughout the duration of the project. All of ASN’s projects are managed through our project management software and are inclusive

Project Flow Plan

Efficiencies essentially cost reductions for our clients, are to be found within most projects. ASN has become extremely efficient in assessing, in consultation with our clients, project efficiencies and have clear project flow plans for the assurance that such efficiencies only enhance outcomes for our clients. The below

Methodologies

Onsite Access Auditing Projects

PHASE 1 – Project establishment

Initial meeting at the client’s offices to:

  1. Confirm the scope of the building access audits.
  2. Determine the process for capturing the required data and the expected formatting of the final spreadsheet reports.
  3. Set dates and timelines for reporting.

Our exported spreadsheets can be formatted to the client’s exact requirements ensuring a smooth import process into software preferred by the client. Formatting options include the provision of direct hyperlinks to the photos and incorporation of client asset data. Following this meeting, we expect to confirm the final format of the access audit reports before the access audits are undertaken.

PHASE 2 – Building access audits

In broad terms, the external access audits will be undertaken as follows: — Onsite audit of the selected buildings to audit the level of compliance the building achieves against current legislation.* — Recording of all relevant access barriers (including photos) in accordance with the priority rating matrix. — Inputting all data in the agreed spreadsheet reports, including recommended rectification works or reasonable access solutions based upon site observations and to include costing by the quantity surveyor. Note that separate spreadsheet reports will be prepared for each building.

* Inspection is undertaken in accordance with ASN’s OH&S manual

PHASE 3 – Preparation of reports

Site captured data will be entered in to an Excel spreadsheet and photos processed.

PHASE 4 – Post Audit Clarifications (if required)

If required, all captured information that requires amendments and or further clarification will be provided upon request. Note: in most situations, these are minor and do not attract further fees. Should the request be extensive further fees may be applicable.

 

Desktop Access Auditing Projects

PHASE 1 – Project establishment

Initial project breifing meeting (Teleconference/Physical):

  1. Confirm the scope of the building access audits.
  2. Determine the process for capturing the required data and the expected formatting of the final spreadsheet reports.
  3. Set dates and timelines for reporting.

Our custom PDF reports are provided to ensure ease of communication and an exported csv file of the identified issues can be provided if requested. Note: csv files do not include the preamble sections of our custom PDF reports. Click here to download a sample report.

PHASE 2 – Building access audits

In broad terms, the external access audits will be undertaken as follows:

  1. Onsite audit of the selected buildings to audit the level of compliance the building achieves against current legislation.*
  2. Recording of all relevant access barriers (including photos) in accordance with the priority rating matrix.
  3. Inputting all data in the agreed spreadsheet reports, including recommended rectification works or reasonable access solutions based upon site observations and to include costing by the quantity surveyor. Note that separate spreadsheet reports will be prepared for each building.

* Inspection is undertaken in accordance with ASN’s OH&S manual

PHASE 3 – Preparation of reports

Site captured data will be collated into ASN’s custom PDF report and emailed to the client

PHASE 4 – Post Audit Clarifications (if required)

If required, all captured information that requires amendments and or further clarification will be provided upon request. Note: in most situations, these are minor and do not attract further fees. Should the request be extensive further fees may be applicable.

To obtain an obligation free fee proposal please click here or the liked image below.

Disability Access Quote / Fee Proposal