The Client Service Charter specifies the Museum's role as both provider and consumer, and defines the service standards for meeting the needs of people with a disability. In keeping with Australian Standard AS4269–1995, the Client Service Charter also provides a mechanism for feedback and complaints regarding the provision of facilities for this sector of the community.
In 2013–14, the Museum maintained its key affiliations with bodies such as the National Relay Service, which provides phone solutions for deaf, hearing and speech-impaired people, and the National Companion Card Scheme, which allows carers to enter all events and exhibitions free-of-charge. The Museum continued to improve its performance as a popular and safe destination for people with disabilities, particularly in the provision of physical aids, such as the Museum's fleet of electric scooters, the scheduling of tailored programs and the upgrade of facilities to enable easier access. Highlights included:
- offering music and art programs catering for people with a range of disabilities
- contributing to the International Day of People with Disability by hosting a festival day for people with disability and their carers
- maintaining a fleet of mobility scooters, including replacement of four older scooters, for use by the general public
- hosting guided tours for groups with disabilities
- providing large-print books of exhibition text for the Old Masters temporary exhibition
- providing information, via the Museum intranet, on running tours for visually impaired visitors
- maintaining hearing induction loops throughout the Museum, including in the Visions and Circa theatres, and three countertop hearing induction loops at the Information Desk and cloakroom
- maintaining an evacuation stair chair (Evacu-Trac CD7), and providing relevant staff training, to assist in safely evacuating mobility-impaired visitors in an emergency
- offering state-of-the-art equipment for guided tours, with optional headphones that provide clearer reception and include T-switch functionality for people with hearing aids
- providing braille and large-print versions of the Museum map and the guide to the Garden of Australian Dreams
- updating the guidelines for access of assistance animals to reflect changes to the Museum's building and operations
- installing automatic sliding doors in key areas
- modifying the information desk to provide assistance for a range of impairments, including wheelchair access for staff and visitors, and reducing the desk width to minimise stretching and reach for people with a range of impairments and disabilities.
In its role as a purchaser, the Museum continued to adhere to the requirements of Australian Government legislation, including the Disability Discrimination Act 1992. This included:
- making tender information available in accessible formats (both electronic and non-electronic)
- ensuring that, where appropriate, specifications for goods and services are consistent with the requirements of the Act
- ensuring that contractors and service providers comply with legislation applicable to the performance of the contract.