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EQUALITY COMMISSION FOR NORTHERN IRELANDPublic Authority 2007 - 2008

Annual Progress Report on Section 75 of the NI Act 1998 and Section 49A of the Disability Discrimination Order (DDO) 2006

This report template includes a number of self assessment questions regarding implementation of the Section 75 statutory duties from 1 April 2007 to 31 March 2008. This template also includes a number of questions regarding implementation of Section 49A of the DDO from the 1 July 2007 to 31 March 2008. Please enter information at the relevant part of each section and ensure that it is submitted electronically (by completing this template) and in hardcopy, with a signed cover letter from the Chief Executive or, in his/her absence, the Deputy Chief Executive to the Commission by 30 September 2008.

In completing this template it is essential to focus on the application of Section 75 and Section 49. This involves progressing the commitments in your equality scheme or disability action plan which should lead to outcomes and impacts in terms of measurable improvement for individuals from the equality categories. Such outcomes and impacts may include changes in public policy, in service provision and/or in any of the areas within your functional remit.

1. Name of public authority (Enter details below)The General CC for Northern Ireland

Equality Officer (Enter name and contact details below)S75: Nóra Quigley Carol Edwards

The CC116 Holywood RdBelfastBT4 1NY

DDO (if different from above):

2. S75 Executive Summary What were the key policy/service developments made by the authority during this reporting period to better promote equality of opportunity and good relations and what outcomes were achieved?

2.1 The CC’s (CC) work in 2007-2008 made a strong impact on a range of consumer ‘bread and butter’ issues. Using the CC’s operational plan, an internal list of actions for staff was developed. This system greatly improved staff’s understanding about the needs of all consumers and Section 75 issues. It raised awareness of Section 75 Duties in our policy development and in everyday working practices.

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2.2 Key policy and service developments are documented in the CC’s annual report 2007/08. Details can be found on equality and good relations and how policy changes have benefited Section 75 groups.

3. What are the main initiatives planned in the coming year to ensure the authority improves outcomes in terms of equality of opportunity and good relations for individuals from the nine categories covered by Section 75?

1. Cost of living and how this impacts on Section 75 groups among all Sections; Energy, Transport, Utilities, Money Affairs, Consumer Education and Consumer Support Sections

2. Deliver in house training on Section 75 monitoring to ALL staff; including EQIA and Equality Screening Training.

3. Use each Section’s operational plans to draw up an internal list for staff.

4. Please give examples of changes to policies or practices which have resulted in outcomes. If the change was a result of an EQIA please tick the appropriate box in column three.

4.1Category Outline change in policy or practice which

have resulted in outcomesTick if result of EQIA

Persons of different religious belief

No information available

Persons of different political opinion


Persons of different racial groups

Action point 1

Persons of different age Younger people: Action points 4,5,6 Older People: Action points 2,3,9,11,12,13

Persons with different marital status

Lone parents: Action points 9,12,13

Persons of different sexual orientation


Men and women generally Action points 10,11,12 14Persons with and without a disability

People with disabilities: Action points 4,7,9,11

Persons with and without dependants

Action points 7,12 Parents: Action points 12,13

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4.2 List of actions carried out by CC staff

No. Task Outcomes1 Good Relations

Investigate banking issues faced by migrant workers.

Pre-consultation information received from STEP Dungannon regarding banking issues among migrant workers. Consumer panel organised for April 2008.

2 Older Consumers Protect older consumers of essential

services by identifying key problems in food access.

Publish research and ask retailers to sign up to a pledge to better meet the needs of older consumers and tackle problems highlighted in research.

Tesco, Marks and Spencer and Curley’s stores throughout Northern Ireland have signed up to a Pledge to improve services for their older shoppers as a result of the research conducted by the CC into food access issues.

3 Younger People Bring about improvements to the

quality and safety of home to school transport by ensuring implementation of school transport improvement package announced by Children’s Minister in September 2006, including ending of ‘3 for 2’ rule, the phasing in of seatbelts and the phasing out of standing on-board school buses.

The CC’s complaints role has been included in the policy guidelines so we can investigate any alleged breaches of the new rules. We will also be involved in a review of the application of the new guidelines.1

4 Younger People with disabilities Build capacity among youth workers

to increase awareness of consumer rights and responsibilities among young people;

Disseminate British Sign Language (BSL) and Irish Sign Language (ISL) versions of Buy Rights DVD to specialist deaf awareness groups.

Work with key partners NIDYA to ensure that a hard to reach audience is targeted.

Shoppers’ Rights Cards and branded ‘Buy Rights’ card wallet holders were disseminated to youth key contacts at all five education and library boards.

BSL and ISL versions of Buy Rights were sent to relevant deaf awareness groups.

A presentation was given to Northern Ireland Deaf Youth Association (NIDYA) promoting Buy Rights resource and offering support to the organisation’s youth workers.

No. Task Outcomes

1 110,000 young people who travel to school by bus benefited after the removal of the ‘3 for 2’ rule on school buses in September 2007. The rule, which allowed three children to sit in a seat designed for two, cannot now be used on Translink, Education and Library Board or private coach operator school services.

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5 Younger People Review YCC competition.

YCC Review resulted in additional prize category for the YCC Newsletter to encourage greater participation from young people with disabilities and learning difficulties.

6 Younger People Run the Schools’ Poster

Competition.

160 infant, primary, Irish medium and special schools participated in the schools poster competition. Winning entries were printed in a notebook called ‘Saving our Planet’ and distributed to all infant, primary, Irish medium and special schools across Northern Ireland. 2

7 People with Disabilities, Older People Increase access to public transport

for consumers through removal of financial, physical and other barriers.

Lobby for changes to Concessionary fares scheme to widen the eligibility criteria.

Review the effectiveness of the urban door-to-door scheme by analysing research commissioned by the Department for Regional Development (DRD).

The CC conducted research for DRD to identify how Door-to- Door transport services are meeting the needs of passengers across 29 towns and cities across Northern Ireland. This enabled us to identify areas for improvement and analyse performance after one year of the scheme’s operation.

No. Task Outcomes8 Older People, Lone Parents, People The CC are represented on the Fuel

2 During event planning, the CC reviews communication methods, including loop system and signing personnel for events such as the Young Consumers Competition, Young Consumers Newsletter, the Schools Poster Competition and Corporate Planning. Participants and attendees at these events are asked to advise the CC if they have special requirements so that provision can be made, for example, signers or a member of staff allocated to them on the day of an event. The CC will continue to evaluate CC events, competitions and venues to ensure that people with disabilities can fully participate.

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with Disabilities Work with the Utility Regulator3

to strengthen Social Action Plans and ensure that gas and electricity suppliers are doing all they can to help their most vulnerable customers;

Campaign and lobby for an increase in Winter Fuel Payments4 to older people;

Campaign and lobby for the Winter Fuel Payments scheme to be reviewed and extended to other vulnerable groups of consumers.

Poverty Advisory Group and in May contributed to the process of drafting the FPAG Annual Report. We have secured inclusion of Social Tariffs, Regulation of oil installations and Trust funds as priorities for 2007-2008.

This research brief is currently out to tender and research will commence February 2008.

The CC made it a compulsory requirement for the utility regulator and energy suppliers to improve access for people with disabilities to specialist services. Beneficiaries include people with disabilities, older people and people who have an illness and are on the critical care register. Developed focus groups as part of research methodology to ensure that the CC talks directly to consumers with disabilities and seek their opinions.

The CC pressed Government to extend their winter fuel payment to groups of people who experience poverty or are vulnerable. Beneficiaries fall into the following Section 75 categories: Disability, Dependents, Age (older people), Gender (lone parents and young parents).

No. Task Outcomes8 Older People, Lone Parents, People

with Disabilities - continued The CC made 12 community and

voluntary groups aware of the

3 The Utility Regulator is committed to working with the CC to strengthen Social Action Plan.4 Winter Fuel Payments have not been increased since 2003. Since that time energy prices have risen significantly. The CC believes that not enough is being done to tackle the income dimension of fuel poverty.

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firmuscare scheme - designed to make life as easy as possible for older people with disabilities or chronically ill people. In recognition of the fact that some of firmus’s customers may have special requirements, firmuscare offers a talking bill service, free annual gas boiler service, Minicom facilities, home visits, a nominee scheme and special controls and adaptors.

9 Older People, People with Disabilities Provide customers with information

to help them understand water reform and the CC’s role.

Carry out research to establish the impact of water charging on the household budget.

Wide media coverage of the CC clearly explaining what the recommendations of the Independent Water Review Panel’s Strand One report could mean for everyone.

This project is being expanded to also look at financial capability; as such it is being postponed until the next financial year.

10 Older People, People with Disabilities Facilitate a public debate on key

issues affecting all water consumers, following the Independent Review and to help inform a way forward.

Two events have been hosted with wide representation from our strategic partners.

11 Older People, People with Disabilities Develop a forum of centralised

expertise to protect vulnerable consumers, to inform the Water debate and share experiences.

Two events have been hosted with wide representation from our strategic partners.

No. Task Outcomes12 Older People, Parents

Continue to monitor numbers of Over 2,500 pieces of merchandise

were distributed by the CC at the

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complaints in geographical and super output areas.

annual Young at Heart exhibition which will inform consumers about how to make a complaint and assist them in finding out how the CC can further help them with consumer issues.

Over 600 consumer groups have been informed about how to make a complaint following our delivery to Housing Executive and Community Groups. The CC will now be working with all the local Housing Executive areas in Northern Ireland to further distribute other merchandise to local consumers.

Consumer Support staff attended events and talks with groups such as Sure-Start – Ballynahinch, Gingerbread NI (Limavady), Engage with Age and Age Concern.

13 Other tasks: Carers Developed knowledge of consumer rights and the role of the CC by targeting vulnerable consumers through a presentation to 20 members of Carers UK, Belfast branch.

14 Other tasks: Men and Women in General

Raised awareness among stakeholders on the lower levels of financial capability in Northern Ireland compared to GB and areas needing priority action by launching the research report Managing Money- How does NI add up?

Secured support of Junior Ministers Ian Paisley Junior and Gerry Kelly for the report and the issue of financial capability and hardship when they launched the financial capability report by video-link at the fourth meeting of the NI Financial Capability Partnership.

No. Task Outcomes14 Other tasks: Men and Women in

General - continued 20 community and voluntary groups

are more financially aware of their

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Mortgage rights. Assisted the FSA with the roll out of their Mortgage campaign in NI by providing them with 20 key contact groups. This included front line advice workers, rural advocacy groups, women’s groups and disability specialist groups.

15 Other tasks: Disability Invited disability specialist group representatives to participate in public life and influence the development of the CC’s Corporate Plan by providing sign language personnel at our Corporate Planning event.

16 Other tasks: Parents and their children

Gave Farepak Savers in Northern Ireland a voice at a national as well as local level by conveying their opinions and needs at a low-income saving seminar organised by Opinion Leader and the National CC at Westminster.

Ensured the needs of low-income and short term savers were considered and acted on by the Irish League of Credit Unions and Ulster Federation of Credit Unions by presenting our recommendations on suitable savings models for Christmas, special occasions and big purchases.

Worked with the Alessie Centre in the lower Shankill area and the Cook It! Project to help inform the CC’s Education Group’s future work.

17 Other tasks: Women Extended consumer awareness and financial capability among Chrysalis Women’s Group and Princes Trust by resourcing tutors with consumer rights and money management training materials.

5. Strategic Implementation of the Section 75 Duties

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Please outline evidence of progress made in developing and meeting equality and good relations objectives, performance indicators and targets in corporate and annual operating plans during 2007-08.

5.1 The promotion of equality and good relations is critical in delivering a good-quality public service. The CC remains committed to carrying out its duty under Section 75 legislation and to playing its part in promoting good relations. Please refer to 4.2, points one to 17.

6. Strategic Implementation of the Section 75 DutiesOutline evidence of progress made in developing and meeting equality and good relations objectives, performance indicators and targets in corporate and annual operating plans during 2006-07.

6.1Strategic Overview Overall responsibility for taking forward the implementation of the CC’s Equality

Scheme obligations lies with the Chief Executive of the CC. The Head of Corporate Services represents the CC in working with the Department of Enterprise Trade and Investment (DETI), the CC’s funding department, on the implementation of its Section 75 obligations. She is a member of the inter-departmental Equality and Diversity Steering Group.

The Chief Executive arranges for staff to support her in implementing and monitoring the Equality Scheme. The Head of Corporate Service’s post includes responsibility for the management of the CC's statutory duties and is supported in this role by a Senior Consumer Affairs Officer for Social Needs.

Every job description stipulates the need for staff to be aware of their obligations in relation to equality.

Despite the CC’s limited budget it has invested much to ensure compliance with statutory Section 75 duties. There is no dedicated equality unit, the officers named have committed the optimum resource possible to fulfill their equality duties alongside other roles and responsibilities.

7. ScreeningPlease provide an update of new/proposed/revised policies screened during the year.

Title of policy subject to screening

Was the Full Screening Report or the Result of initial screening

issued for consultation?

Please enter F or R

Was initial screening decision changed following

consultation? Yes/No

Is policy being subject to

EQIA? Yes/No? If yes indicate

year for assessment.

Communications Strategy

Partially – to be completed by December 2008

No No

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8. Equality Impact Assessment (EQIA) Please provide an update of policies subject to EQIA during 2007/08, stage 7 EQIA monitoring activities and an indicative EQIA timetable for 2008-09.

Not applicable.

9. Where the EQIA timetable for 2007/08 (as detailed in the previous annual S75 progress report to the Commission) has not been met, please provide details of the factors responsible for delay and details of the timetable for re-scheduling the EQIA/s in question.

Not applicable.

Ongoing EQIA Monitoring Activities April 2007- March 2008

Title of EQIA subject to Stage 7 monitoring

Indicate if differential impacts previously

identified have reduced or increased

Indicate if adverse impacts previously identified have

reduced or increased

N/A

2008-09 EQIA Time-table Title of EQIAs

due to be commenced during April 2008 – March 2009

Existing or New policy?

Please indicate expected timescale of Decision

Making stage i.e. Stage 6 N/A

10. Training Please outline training provision during the year associated with the Section 75 Duties/Equality Scheme requirements including types of training provision and conclusions from any training evaluations.

The CC is an accredited Investors in People organisation.

Task Impact Provide policy screening and EQIA

training for a cross section of policy officers and EO2’s in the CC.

Provide diversity/equality training to staff, including new members in early 2008.

Seven employees representing all sections attended policy screening and EQIA training in September and October 07.

Nine employees attended training in diversity and equality training.

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11. Communication Please outline how the authority communicated progress on delivery of the Section 75 Duties during the year and evidence of the impact/success of such activities.

11.1 The CC has a range of mechanisms in place to inform, identify, monitor and evaluate policies and lobbying strategies. This is achieved through consultations, research and discussions with relevant partnership groups in the government, voluntary, community and business sectors. For example, in June 2007, the CC published a report called Water and the Consumer: Driving for a Fair Deal.

11.2 Please see Section 4.2, task nine for more information.

12. Data Collection & AnalysisPlease outline any systems that were established during the year to supplement available statistical and qualitative research or any research undertaken/commissioned to obtain information on the needs and experiences of individuals from the nine categories covered by Section 75.

Systems set up are already effective1. QA/Complaints Reporting Development Plan 2. Policy Alert System3. Policy Research Forum4. Education Section Records

Some examples of how we collect data to improve people’s lives are listed below.

Task Outcomes To review the CC’s Policy Alert

System and review its Policy and Research Forum.

During a lobbying event hosted by Consumer Support for Engage with Age, over 30 older people received information and advice on how to make a complaint and lobby effectively for improvements to services.5

Reviewed Policy Research Forum and learnt from good practice.

To effectively develop the complaints database in relation to Section 75.

The complaints database has now been updated to include reporting on super output areas. This will assist the CC in targeting particular areas and addressing apparent social needs, particularly in areas of low numbers of complaints.

5 As a direct result of this, the CC is working with Translink to ensure they receive information and issues that affect them. It is also hoped that representatives of the group with the CC will meet with Translink in the future in order to give Translink feedback on their services.

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To review methodology of consumer panels as method of engaging and fully involving stakeholders. Review March 2008 and again in 2009 after the revision of RPA changes.

Four consumer panels were run successfully this year. Please see Section 15. (Consultation and Engagement).

Please outline any use of the Commission’s Section 75 Monitoring Guide. Information from the Monitoring Guide was used in a presentation to staff at our Policy Research Forum. This helped staff seek answers the following questions:

1. How do you reach out and connect with Section 75 groups?2. What actions will help you make an actual difference to peoples’ lives?3. What changes will you make in your daily work and how will you engage with

Section 75 groups? 4. What are the evidence gaps and policy gaps in project planning and in delivery?5. After a project was completed - what was innovative and what was good

practice?

Here are some examples of how the Education Section’s records are used to monitor Section 75 groups. a. Numbers of participants in competitions

Competitions April 2007Young Consumer Competition 1849Poster Competition 5000 b. Education Speaking Engagements with figures broken down by adults, children and young people and also numbers from ethnic minority background, TSN, vulnerable/section 75 etc.

Speaking Engagements by Section 75 category

Apr 2007 – March 2008

Age – younger people 9Dependents - carers 1People with disabilities 1Men and women in general 2Women 6Totals 19

c. Education Impacts Records. Consumer education information disseminated to

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schools and other organisations.

Consumer Education publications disseminated by Section 75 category

Apr 2007

Post-primary Schools6 48All other organisations (excluding schools)

80

Community education, advocacy and training organisations7

77% nTSN impact

6 29 per cent of schools were based in areas of high social needs (using SoA scoring). DETI requests that the top 30 per cent of SoA’s are targeted. 25 per cent were based in areas of least deprivation. The average SOA score was 437 overall. Figures exclude resources disseminated at teachers’ conferences. Other considerations need to be taken on board to measure deprivation. For example, a school could be situated in an area of social need but pupils could be from less deprived areas.777 per cent of the organisation’s target audiences live in nTSN areas 2007-2008. 26 per cent of the organisations operated regionally 2007-2008. This ensures that the CC makes best use of networks to reach those who are most in need from urban and rural areas.

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d. Education Impacts Records. Consumer education information disseminated withfigures broken down by adults, children and young people and also numbers from ethnic minority background, TSN, vulnerable/section 75 etc.

Group 2007-2008

1 AgeYounger peopleOlder People

104 3

2 GenderMenWomen and Womens’ groupsGenerally8

1269179

3 Marital StatusLone parents 1

4 Disability 135 Dependents

CarersParents

1107

6 Racial Group9 87 Religious Belief8 Political opinion

Political parties 1119 Sexual orientation

Total 608

13. Information Provision, Access to Information and ServicesPlease provide details of any initiatives/steps taken during the year, including take up, to improve access to services including provision of information in accessible formats.

13.1 Improved access to servicesThe CC’s Website meets the standard outlined by Government. for public websites (WAI (Web Accessibility Initiative). Systems are in place to ensure that information is available in accessible formats in

a timely manner. Information is provided in Braille, audio and large print. Facilities include text phone facilities, brailing machine and a loop system in offices and conference facilities. A text facility with text phone numbers is quoted on all correspondence and business cards. This reflects the range of services available for people with disabilities. The CC’s Brailling Machine is used in production of documents to board members and provided at no charge to schools and community groups.

8 This covers organisations that don’t fit into other categories and covers community education, advocacy groups and training organisations.9 Home Budget Planners publications are available in English, Portuguese, Polish and Lithuanian. Money Tips for Parents are available in English, Irish, Polish and Portuguese.

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All reports published by the CC include a statement saying, ‘available in other formats’. All are made available via the CC’s website.

A business section of the corporate website is planned targeting the business sector with up-to-date business consumer information and support was created.

14. ComplaintsPlease identify the number of Section 75 related complaints:

received and resolved by the authority (including how this was achieved). which were not resolved to the satisfaction of the complainant. which were referred to the Equality Commission.

None

15. Consultation and EngagementPlease provide details of the measures taken to enhance the level of engagement with individuals and representative groups during the year.

15.1To ensure the CC is connected to consumers and their representatives, we operate a number of consumer panels that have been recruited on the basis of representing a cross-section of Northern Ireland consumers. Each consumer panel is specific to a particular subject, for example, Older People, Public Transport, Utilities and the Social Partners Forum. For example, our consumer panel for older people has provided relevant and quality feedback on a whole range of issues affecting them such as transport, water charging, access to services and making ends meet.

15.2 The CC has made strong links with consumers across Northern Ireland through our consumer panel network. We run four panels, made up of 80 consumers representing a cross-section of society. The panels help guide and shape our policies by broadening our understanding of the needs of older consumers, younger people, migrant workers and men and women in general. In 2007/2008 we used these panels on four occasions to seek consumer input in our research on water reform, access to public services and food access for older consumers.

16. The Good Relations DutyPlease provide details of additional steps taken to implement or progress the good relations duty during the year. Please indicate any findings or expected outcomes from this work.

16.1 CompetitionsThe CC helps to promote civic-mindedness through citizenship education in schools, through lifelong learning and in the dissemination of educational resources. The CC organised two competitions on consumer issues for primary, post-primary, Irish medium, integrated and special schools.

16.2 Outreach

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e. Our work with the South Tyrone Empowerment Partnership (STEP) to help inform the CC’s Education Group’s future work. (Please see Section 4.2 task one).

Exploring enterprise support. Our partnership work with the voluntary and community sector has enabled us to help deliver a shared future in Northern Ireland.

16.3 Please outline any use of the Commission’s Good Relations Guide.The CC found the working definition of good relations and key principles of good relations valuable. The promotion of equality and good relations is critical in delivering a good quality public service.

17. Additional Comments Please provide any additional information/comments

17.1 The CC looks forward to building on diversity and good relations best practice in the future.

Public Authority Annual Progress Report

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2007-2008Glossary of Useful Terms

1. Competitions

I. YCC and Newsletter Competition

The CC and the Trading Standards Service organised the Young Consumers Competition to raise awareness of consumer rights and responsibilities. The competition is split into two categories, the Quiz and the Newsletter. The Quiz is for grammar and secondary schools across Northern Ireland. The Newsletter is for secondary and special schools.

II. Schools Poster Competition

This popular competition is now in its fifth year and the number of entrants is growing every year. Almost 10,000 pupils from primary and special schools have taken part over the years. The competition encourages pupils to be responsible consumers and invites them to design a poster or write a poem, rap or song around consumer themes. The competition is open to primary school pupils in Years 4-5 and 6-7 and to special school pupils age 12 and under and age 13-18. This year it also includes Infant and Primary schools Year 1-3.

2. Consumer Panels

The CC’s consumer panels consist of approximately 20 consumers who have been recruited on the basis of representing a cross-section of Northern Ireland consumers. Each consumer panel will be specific to a particular subject eg transport or population grouping or older consumers. Establishing these panels with consumers will allow ongoing consultation and will involve topics that have been agreed upon by the relevant CC staff. It is important to note that although the consumer panels will be made up of a cross-section of Northern Ireland consumers, these will not be statistically representative and therefore will act as anecdotal evidence or a snapshot of opinion.

3. Consumer Principles

The CC’s role is three-fold, a challenging role, a role enabling voices to be heard and a role in raising consumer awareness. The CC assesses the consumer perspective in any situation by analysing the position of consumers against a set of seven consumer principles. These are:

1. AccessCan consumers actually get the goods or services they need or want?

2. ChoiceCan consumers affect the way the goods and services are provided through their own choice?

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3. InformationDo consumers have the information they need, presented in the way they want, to make informed choices?

4. RedressIf something goes wrong, can it be put right?

5. Safety Are standards as high as they can reasonably be?

6. FairnessAre consumers subject to arbitrary discrimination for reasons unconnected with their characteristics as consumers?

7. RepresentationIf consumers cannot affect what is provided through their own choices, are there other effective?

4. EqualityI. In its most basic terms means treating everyone fairly. II. Is not just about treating everyone the same, but making sure that no-one

suffers or is disadvantaged when it comes to getting what they need.III. Equality is about creating a fairer society – one in which everyone can

participate and has the opportunity to fulfill their potential.

5. Equality Commission for Northern Ireland (ECNI)I. The organisation responsible for equality in Northern IrelandII. Equality Commission for Northern Ireland is an independent public body

established under the Northern Ireland Act 1998. The Commission’s general duties include:

Working toward the elimination of discrimination; Promoting equality of opportunity and encouraging good practice; Promoting affirmative/positive action; Promoting good relations between people of different racial groups; Overseeing the implementation and effectiveness of the statutory duty

on public authorities; and Keeping the relevant legislation under review.

6. PolicyI. A policy is the formal and informal decisions a public authority makes in

relation to carrying out its functions.II. Means a written record of what kind of things you are going to do and how

you are going to do them.

7. Policy Alert System

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The Policy Alert System at the CC is used to raise policy issues from contact with consumers eg if a consumer has a particular issue with transport, electricity or water this is recorded. It allows problems to be identified and tackled.

8. Section 75I. Means the bit of law about equality.

II. Section 75 refers to a section of a piece of legislation which requires all government departments to consider the equality implications of what they do and particularly to ensure that it does not discriminate unfairly against particular dimensions of people. An extract of Section 75 of the Northern Ireland Act 1988 is shown below:

A public authority shall in carrying out its functions relating to Northern Ireland have due regards to the need to promote equality of opportunity:

Between persons of different religious belief, political opinion racial group, age, marital status or sexual orientation;

Between men and women generally; Between persons with a disability and persons without; and Between persons with dependants and persons without.

9. Super Output AreasSuper Output Areas (SOAs) is a geography developed by Northern Ireland Statistical Research Agency to improve the reporting of small area statistics. All SOAs in Northern Ireland are ranked, 1 being the most deprived (Whiterock 2 in Belfast) and 890 the least deprived (Jordanstown 3 in Newtownabbey).

10.Social Action PlansThese plans set out how suppliers can improve their services to disadvantaged consumers. The CC has consistently pushed for the Social Action Plans to be strengthened to give consumers more protection and assistance and Winter Fuel Payments to be increased and extended to other vulnerable groups of consumers.

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Annual Report July 2007/ March 2008‘Disability Duties’ Questions

1. How many action measures for this reporting period have been?

14 1 1 Fully Partially Not Achieved Achieved Achieved

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2. Please outline the following detail on all actions that have been fully achieved in the reporting period.

2 (a) Please highlight what public life measures have been achieved to encourage disabled people to participate in public life at National, Regional and Local levels:

Level Public Life Action Measures Outputs10 Outcomes / Impact11

National12 N/ARegional13 Stakeholders

1. Continue to use consumer panels as method of engaging and fully involving stakeholders (including people with disabilities).

2. Continue to work with voluntary and community partners to reach those who find it difficult to contact us.

CC held four consumer panels.

Please see Page 6 (points 8 – 11).

The CC made 12 community and voluntary groups aware of the firmuscare scheme - designed to make life as easy as possible for older people with disabilities or chronically ill people. In recognition of the fact that some of firmus’s customers may have special requirements, firmuscare offers a talking bill service, free annual gas boiler service, Minicom facilities, home visits, a nominee scheme and special

Monitor membership of the CC’s new consumer panels and take action to recruit a better cross section of membership, if existing procedures do not reflect an adequate mix.

Outreach at promotional events in community centres, schools and other public locations so that positive attitudes are promoted toward disabled people.

10 Outputs – defined as act of producing, amount of something produced over a period, processes undertaken to implement the action measure e.g. Undertook 10 training sessions with 100 people at customer service level. 11 Outcome / Impact – what specifically and tangibly has changed in making progress towards the duties? What impact can directly be attributed to taking this action? Indicate the results of undertaking this action e.g. Evaluation indicating a tangible shift in attitudes before and after training.12 National : Situations where people can influence policy at a high impact level e.g. Public Appointments13 Regional: Situations where people can influence policy decision making at a middle impact level

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controls and adaptors.

Level Public Life Action Measures

Outputs Outcomes / Impact

Local14 Consumer Support staff disseminated complaints information at three events held by the Chest, Heart and Stroke Association.

Local Events and Premises Continue to review

communication methods including loop system and signing personnel for events, (Young Consumers Competition, Quiz and Newsletter and Schools Poster Competition).

For example, premises for School’s Poster Competition and YCC hired on the basis that they are fully accessible. Participants and attendees at these events are asked to advise organisers if they have special requirements so that provision can be made i.e. signers or a member of staff allocated to them that day.

Continue to evaluate CC events, competitions and venues to ensure that disabled people can fully participate.

Continue to review the accessibility of the CC premises.

14 Local : Situations where people can influence policy decision making at lower impact level e.g. one off consultations, local forums.

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Level Public Life Action Measures


Local Publicise consumer education resource packs to trainers at six specialist disability groups.

Build capacity among specialist groups and encourage participation by disabled people in public life.

20 trainers are able to include consumer rights elements in their Essential Skills, job training and support activities, having received CC Education Resources. Seven beneficiary groups included Mencap NI, MS Society NI, AMH, Cedar Foundation, Leonard Cheshire, Chest Heart and Stroke Association and Speech Matters.

Local Invite disabled specialist groups and individual disabled people along to the CC’s corporate planning event for key stakeholders

Encouraged participation by disabled people in public life and promote positive attitudes towards disabled people.

Representatives from organisations such as Adapt NI, IMTAC, Leonard Cheshire Disability, Prosthetic Users Forum, RNIB and RNID helped shape the CC’s Corporate Plan 2008-2011 by attending the Stakeholder Event in August 2007.

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2(b) What training action measures were achieved in this reporting period?

Training Action Measures Outputs Outcome / Impact 1 Equality and diversity

awareness training for all staff and board members. Draw attention to the two new disability duties;

Training in equal opportunities and diversity issues to staff on interview and recruitment panels;

Information to all staff (regarding disability duties changes via Intranet);

Add new disability screening to Section 75 screening proforma to reflect new duties; and

Make the CC’s services available to all consumers in relation to front line service delivery.

Increased awareness of disability duties among staff and how this applies to job roles;

Staff answering correspondence and telephone enquiries will understand the need to provide alternative formats of information to customers where appropriate and available; and

New disability duties reflected in Section 75 proforma.

Five staff and board members attended recruitment and selection training in November 07.15

Nine people attended one- day disability awareness and diversity training course.16

Staff internal DAP ‘to do list’ and disability duties changes placed on Intranet.17

Six people attended screening and EQIA training which was run by Disability Action. The DETI template has been adapted as screening profoma and reflects new duties.18

Sign language personnel used at the School’s Poster Competition and CC Corporate Planning Event ensured people with disabilities were able to participate in public life.

2(c) What Positive attitudes action measures in the area of Communications were achieved in this reporting period?

15 All staff involved in recruitment panels is fully trained.16 This training was run by Disability Action. It is mandatory for all new staff but this is an opportunity for existing staff to refresh their training. 17 In addition, training support materials from Disability Action have been placed on the Intranet to guide all staff (including policy staff).18 This template is being used to screen the Communications strategy for 2008-2011.

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Communications Action Measures

Outputs Outcome / Impact

1 Review and ensure that the CC’s corporate website and Consumerline are updated regarding information relating to people with disabilities.

Information on the business pages of the corporate website have been amended so that it signposts users to the relevant agencies and resources dealing with enhancing the shopping experience for people with disabilities.

Reviewing Consumerline’s front of site to ensure easy access and navigation.19

Increased signpost on Consumerline information for scam alerts.

Ensure that disabled consumers, disability specialist groups and the business community are kept informed of consumer rights and responsibilities, particularly on legislation.

2 Publicise consumer education resource packs to trainers at six specialist disability groups.

Build capacity among specialist groups and encourage participation by disabled people in public life.

20 trainers are able to include consumer rights elements in their Essential Skills, job training and support activities, having received CC Education Resources. Seven beneficiary groups included Mencap NI, MS Society NI, AMH, Cedar Foundation, Leonard Cheshire, Chest Heart and Stroke Association and Speech Matters.

Communications Action Measures


3 Deliver three Catch on to A presentation was delivered to the Better direct engagement with

19 The CC will run a consumer panel with disability specialist groups and their users in September 2008 as part of a review of Consumerline.

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Consumer Rights talks to disability specialist groups in urban and rural areas.

Young Stroke Moving on Project in Armagh by the Education team.

A one to one meeting was held with a tutor from the NOW Project to discuss CC education resources that would help to raise awareness of consumer rights among trainees.

The Consumer Support team talked directly to people with disabilities at the following events/talks:- Stroke Scheme - Banbridge

- Stroke Scheme – Craigavon - Mental Health Event - Cookstown

people with disabilities on their consumer rights and responsibilities.

4 Send three consumer related features articles each to six disability specialist groups to enable them to publish these in their disabled specialist magazines.

Beneficiaries included 11 organisations: Action MS , Arthritis Care, British Deaf Association NI, Carers NI, Help the Aged, MENCAP NI, MS Society NI, National Schizophrenia Fellowship NI, The Blind Centre, Youth Action NI and Youth Council for NI. A sample of stories included: Top tips for Christmas 2007 Severe weather warning: What to do if

the lights go out Information on missing child benefit

personal details. Older People are big business.

Better informed disabled consumers about the role of the CC in relation to transport, water and energy complaints will promote positive attitudes towards disabled people.

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2 (d) What action measures were achieved to ‘encourage others’ to promote the two duties:

Encourage others Action Measures


1 Policy and Lobbying Continue to lobby on

behalf of consumers on policy and legislative issues which affect vulnerable people (including people with disabilities).

Continue to use ‘Policy Alert System’ to act on relevant areas of need to disabled consumers (eg metering, billing and water, passenger transport).

Continue to establish relationships with relevant regional community and voluntary bodies and support structures at a Northern Ireland level.

Utilize information collected from all sections on disabilities and feed through Policy and

Allow staff to develop an understanding of how policies on disabilities are related to their job roles.

Influence and join up services in relation to policy and programmes. The Policy Alert System will be used to evaluate services, thus promoting equality for disabled people.

Ensure that disabled customers are covered under vulnerability criteria within QA/Complaints Reporting Development Plan April 2007 – March 2008. (Where a complaint is related to services for disabled people).

Air passengers will continue to have a single point of contact for all complaints on air travel after the CC was designated the complaints handling body for new EU regulations that provides additional rights to passengers with disabilities and reduced mobility.

The CC sits on the Community Transport Association’s committee and IMTAC’s committee20 where main policy issues in relation to transport are tackled.

Secured commitment from NIW to have CC’s contact details in all of their codes of practice, including their Priority Services COP.

20 For example, policy review includes wheel chair space and signing on buses.

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Research Forum.

Other achievements The CC made it a compulsory requirement for the utility regulator and energy suppliers to improve access for people

with disabilities to specialist services. Beneficiaries include people with disabilities, older people and people who have an illness and are on the critical care register. Developed focus groups as part of research methodology to ensure that the CC talks directly to consumers with disabilities and seek their opinions.

Phoenix Natural Gas introduced a new ‘bills in Braille’ service for their customers who request this service. A complaint was made who took action to offer this new service because the CC raised a complaint from a member of the public who was visually impaired.

Review carried out of the policy alert system. For example, Easyjet agreed to complete disability awareness training for their check-in staff, which involves using a real scenario experienced by a consumer who complained to the CC. Easyjet are also working with us to ensure that passengers who have visual impairments are given the appropriate assistance and take steps to make changes where required.

Wrote an article for Contact a Family (a UK based charity). Families who have children with disabilities received a winter energy fact sheet.

Produced a magazine article for RNIB aimed to raise awareness of the CC complaints role among young people. The CC was able to obtain a refund for €48 for a passenger with disabilities and his wife of which they were initially

unfairly charged for excess baggage. As a result of this, Ryan Air reviewed their policy in relation to baggage charges for passengers with special circumstances and now if passengers inform them in advance they waive the excess charge.

In our consultation response on the national payments plan, the CC called for the need to have ATMs and technology developed with people with visual impairments in mind.

An event at Europa Bus station was held to raise public awareness of the CC’s complaints role. Front line complaints staff were made aware of physical and social barriers that people who are deaf experience while travelling by public transport. To understand their needs and to improve services, a CC staff member accompanied a gentleman who was deaf on his bus journey to identify problems he experienced.



2 Work with utility and public transport providers to ensure

Ensures that utility and public transport providers consider accessibility issues at

Finalised NIW’s Codes of Practice, including a specific code for

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that public information is accessible to disabled consumers and review results

the beginning of a design process when producing public information or price increase announcements.

customers requiring additional help.

The CC were able to obtain a refund for a disabled passenger and his wife of €48 which they were initially unfairly charged for excess baggage. As a result of this Ryan Air reviewed their policy in relation to baggage charges for passengers with special circumstances and now if passengers inform them in advance they waive the excess charge.

Produced Plain Sailing - a guide to planning ad using ferry travel. The guide includes tips for people with disabilities and includes details on the Disabled Persons Transport Advisory Committee (DPTAC).

Continued to distribute Plane Facts – a guide to planning and using air travel. The guide includes tips for people with disabilities.



1 Write to the NIO and OFMDFM to highlight the

Use the CC’s panels as an example to influence recruitment decision makers.

Wrote to OFMDFM and offered to share best practice of consumer

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value of having people with disabilities participate in public positions.

panels.

2 (e) Please outline any additional action measures that were fully achieved other than those listed in the tables above:

Action Measures fully implemented (other than Training and specific public life measures)


1 Produce a written review of the Young Consumers Competition (YCC).

Inclusive participation from Special Schools’ teaching staff will ensure that good practice is maintained for YCC participants.

A written review of the YCC looked at participation from special schools in the Newsletter strand. As a result of the findings, a new prize category was introduced specifically for special schools to encourage more special school entries and to enable judges to award 1st, 2nd and 3rd place to pupils from this category.

N.B. After completion of the YCC review, the CC has recognised that an annual competition for schools is not necessarily the best method to deliver consumer education within schools. As such, 2008 will be the last year that the CC are involved in organising the YCC .

Action Measures partly achieved Milestones21 / Outputs Outcomes/Impacts Reasons not fully

3. Please outline what action measures have been partly achieved as follows:

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achieved1 Procurement

Make amendments to CC standard invitation to tender documents alerting potential contactors of the obligation under Disability Discrimination Act duties.

Amended in a different period - August 2008.

Action Measures not met Reasons1 Seek opinions from Special Schools regarding pairing

activities on consumer issues between Mainstream and Special Schools.

No action has been taken on this to date. We will refresh our on-line resources and seek to add more activities for young people with special needs.

5. What monitoring tools have been put in place to evaluate the degree to which actions have been effective / develop new opportunities for action?

(a) Qualitative

Organise a consumer panel with disability specialist groups and their users for the next reporting year.

(b) Quantitative (Quantity)

Systems set up are already effectivea. QA/Complaints Reporting Development Plan

21 Milestones – Please outline what part progress has been made towards the particular measures; even if full output or outcomes/ impact have not been achieved.

4. Please outline what action measures have not been achieved and the reasons why?

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b. Policy Alert Systemc. Policy Research Forumd. Education Section Records

6. As a result of monitoring progress against actions, has your organisation either: made any revisions to your plan during the reporting period or taken any additional steps to meet the disability duties which were not outlined in your original disability action

plan / any other changes. Please delete: Yes / No

RevisionYes

Additional Steps Staff fully understood the need to encourage others to promote the two duties and this is reflected by the large number of initiatives carried out and reported in Section 2D on page 26.

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If yes please outline below:

Revised/Additional Action Measures Performance Indicator Timescale1 See 2D page 26

Develop a customer care training resource based on the needs of disabled consumers. Update information on the Corporate web site and business portal.

More effective to incorporate customer care training in with employer training and into business web site.

Miss Sixty, Zara, Tesco, Debenhams, Dekko, Homebase, Henderson Retail Group, Ulster Stores Ltd. received training from the CC.

Signposted the above businesses to organisations who are experts in delivering customer care and identify the needs of customers with disabilities. Examples include RNID, RNIB, Disability Action and Inclusion Matters.

N/A

7. Do you intend to make any further revisions to your plan in light of your organisations annual review of the plan? If so, please outline proposed changes?

No

No Task Actual Impact to Date1 Annual report to the Equality Commission Done2 Review Disability Action Plan Done3 Review and report DAP plan to Senior Management,

the Chief Executive and Council.Done

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equality commission - the consumer council · web viewpolicy alert system policy research...

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