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COMMUNICATION & INFORMATION ACCESSIBILITY

Purpose

This page sets out the standards organisations must follow to ensure that communication and information are accessible to disabled people. Its purpose is to remove barriers in how information is delivered, understood, and used, ensuring that every person can access essential content with clarity, independence, and dignity.

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Principles

  • Clarity: Information must be easy to understand, avoiding unnecessary complexity or jargon.

  • Choice: Users must be able to access information in formats that meet their needs.

  • Consistency: Communication methods and formats must follow predictable patterns.

  • Accessibility by Default: Accessible formats must be standard practice, not provided only on request.

  • Respect: Communication must be delivered in a way that upholds dignity and avoids assumptions about ability.

  • Timeliness: Accessible information must be provided promptly and without delay.

  • Inclusivity: All communication channels must be designed to include disabled people.

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What NWAF™ Expects

  • Organisations provide accessible communication formats as standard.

  • Information is written in clear, plain language.

  • Communication channels support a range of needs, including visual, hearing, cognitive, and neurodivergent accessibility.

  • Staff understand how to communicate respectfully and effectively with disabled people.

  • Information is structured logically, with clear headings, labels, and navigation.

  • Organisations maintain consistent accessibility across all communication platforms.

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What Organisations Must Do

  • Provide information in accessible formats such as large print, easy read, audio, braille, and digital accessible versions.

  • Use plain language and avoid unnecessary technical terms.

  • Ensure documents follow accessible formatting standards, including headings, contrast, spacing, and layout.

  • Provide captions and transcripts for video and audio content.

  • Offer multiple communication channels, including email, phone, text, and alternative formats.

  • Train staff in accessible communication practices.

  • Ensure signage, notices, and instructions are clear and easy to understand.

  • Review communication materials regularly to maintain accessibility.

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What Disabled Users Can Expect

  • Information that is clear, accessible, and easy to understand.

  • Communication in formats that meet their individual needs.

  • Respectful, inclusive interactions from staff.

  • Accessible documents, signage, and digital content.

  • Multiple ways to contact organisations and receive information.

  • Timely provision of accessible formats without unnecessary delay.

  • A commitment to continuous improvement in communication accessibility.

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Why This Matters

Accessible communication is essential for independence, safety, and equal participation. When information is inaccessible, disabled people face avoidable barriers that limit their ability to understand, engage, and make informed decisions. By embedding accessible communication practices, organisations uphold their legal duties and create environments where everyone can participate fully.

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Version Information

  • Version: 1.0

  • Status: Published

  • Approved by: Founder

  • Last Updated: 19 February 2026

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