Our standards

Principal Members of the NZ Federation of Disability Information Centres uphold and operate by the Federation standards for information and referral servicesThe Federation has developed these Standards as a reference guideline and toolkit to assist services to provide information to people with disabilities, older people, their families/whanau and carers.

They provide a framework for the professional delivery of information services to consumers.

When providing information to disabled people, it is important to consider a range of access needs, including:

  • Learning disabilities

  • Developmental disabilities

  • Communication impairments

  • Mental health support needs

  • Long-term and/or progressive illness

  • People experiencing frailty and conditions associated with aging.


  • Identify individuals, organisations, networks and stakeholders who can be involved in an ongoing basis.

  • Involve disabled people in deciding which channels and formats are most effective.

  • Test information with disabled people and incorporate their feedback.

  • Find out about disabled people's user journeys and signpost services around them.

  • Reduce the number of portals disabled people have to go through to get access to services.

  • Make sure that each Centre has an identified champion for information services and resources for disabled people in the development of your services.


  • Find out what information disabled people want and how they want it to be provided.

  • Make sure disabled people are aware that information is available, where it is available and in what formats.

  • Test new materials with different groups of disabled people. Actively seek feedback and act on it.

  • Make sure that users have all the information they need about other services.

  • Make sure you have enough time and resources to produce materials in a range of formats and channels. Check out its accessibility with the intended users.


  • Make user involvement part of service design, development and delivery. Build up good working relationships with local organisations of disabled people.

  • Regularly audit and review how your organisation provides information.

  • Routinely test the information you provide with the people who use it and act on their feedback.

  • Build and sustain relationships with other organisations across the voluntary, statutory and private sectors and work together to provide information for service users.

  • Make sure there is organisational commitment, resources and accountability to improve information for disabled people.

Standard 1: Information access and referral


  • All enquiries are responded to within one working day.

  • Information provided to clients is at little or no cost.

  • Centres are expected to co-ordinate their service delivery with other community agencies/organisations.

  • Centres are expected to actively promote themselves within their Region to ensure profile and access.

Standard 2: Information management


  • Centres will regularly source and manage information in a way that enables easy access.

  • All information databases are to be updated regularly including Firstport.

  • Feedback to be provided to Firstport to ensure correctness of ongoing information.

  • All information is to be managed in a variety of formats (where practicable) for example, hard copy, electronic, Braille, etc.

  • All information is dated and the source shown (cited).

  • Centres are responsible for regular review and discard of obsolete information.

  • Centres to maintain co-operative relationships with NGO's and Government organisations.

  • All information is disseminated in a variety of mediums eg: television, radio, press, newsletters, websites etc

  • Report service gaps to Management.

Standard 3: Consumer rights


  • Centres will provide ethical, professional and respectful services.

  • All staff within Centres will comply with the code of Health and Disability Consumers Rights, to ensure that the consumer's rights and dignity are upheld.

  • All clients are aware of the Centres complaints procedure.

Standard 4: Community profile


  • Centres will actively participate with local, regional and national agencies in activities supporting disability.

  • Centres will make submissions, aligned to the New Zealand Disability Strategy to relevant local bodies (e.g. Health boards and City councils) on matters promoting the concerns of the disability sector.

  • Centres will ensure promotional information is readily available in all formats (i.e. electronic, paper, website and where appropriate bi-lingual translations).

Standard 5: Treaty of Waitangi Partnership

Recognition that Maori disabled will have their disability needs met in a way that respects and acknowledges their individual beliefs and values.

Centres will reflect a commitment to cultural sensitivity and Treaty in all aspects of their organizations, i.e. governance, management and operation.


  • Centre Staff will ensure they have access to appropriate skills and expertise to work appropriately with Maori.

  • Centres will provide accessible services to Maori with disabilities and their support networks.

Standard 6: Quality assurance

Centres will demonstrate evaluation and monitoring systems in all aspects of their operation.


Centres will seek client feedback via some of the following methods:-

  • Customer surveys

  • Forums interviews

  • Complaints

  • Repeat services

  • Suggestion box

Appraisals with purchasers including:-

  • Statistics

  • Outcomes

  • Service gaps

  • Trends