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Communication

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Communicating clearly at all times. This includes communication within our organisation, as well as with consumers.

Communicating clearly in interactions with consumers

We support consumers to use our services by:

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
using plain language to explain technical concepts	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
checking our consumers understand the information we give them	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
using interpreters for consumers with diverse communication needs	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
making sure our physical environment supports effective communication (eg. having quiet areas for conversations, good lighting)	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
using active listening skills	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
approaching consumers with empathy, openness, curiosity, dignity and respect.	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

We promote clear and effective communication within our organisation by:

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
checking that our internal documents and resources are clear and concise	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
modelling clear communication in all our processes	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
encouraging staff to report any communication issues	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
addressing communication issues as they happen	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

We promote clear and effective communication with consumers by:

Questions	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
using plain language wherever possible in our documents and resources for consumers (brochures, booklets, forms, websites, or surveys)	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
using other ways to communicate with consumers (alongside written information), such as videos or face-to- face communication	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
supporting people to complete documents (such as forms or surveys) as needed	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
ensuring our website and other resources are useable by people with disabilities (for example, using text that can be made bigger, providing captions for video and images)	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
ensuring our website and other resources are user-friendly and accessible, and can be used on a range of devices	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
providing communication in other common languages (translated by high-quality translation services)	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered
regularly reviewing resources to make sure they are accurate and easily understood	Always	Often	Someitmes	Rarely	Never	Not Applicable	Unanswered

Debug
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Comments / Evidence