This afternoon I accompanied an autistic friend to an appointment with a Government service that I won’t name but suffice to say it wasn’t a very edifying experience. My friend needed to re-register for a service. We saw a staff member who I would describe as dismissive, invalidating and disrespectful. I do not get angry very often in day-to-day life, but I was quite angry because of how this man behaved.
My friend said on a number of occasions that they find phone calls triggering but the staff member insisted on booking in a phone call. I said to him that this was an accessibility issue, and he gave me the kind of look reserved for if I have removed a live fish from my pocket! Accessibility apparently was not something we could ask for. The experienced was invalidating and unhelpful and I am not even sure if we achieved what we needed to! We need to go back on Monday, and I must say I am not looking forward to it! The experience today was disempowering and the staff member rude and unpelasant. I suspect if my friend had been a white, non-Disabled man that the experience might have bene different – although maybe not!
Sadly, these kinds of experiences in accessing government services are not uncommon for Disabled folks. The sorts of assumptions levelled at service users are significant. We are assumed to be dishonest and seem to be lumped into a conglomerate group despite the fact that this is an area where it is not ‘one size fits all.’ Requests for changes around access needs often go unnoticed, ignored or outright denied – like our experience today – or officials have very limited understanding of what access needs entail. We are often seen as being difficult for requesting the most basic of changes or supports. There does not seem to be a great deal of empathy going on a lot of the time.
While I was horrified about today it was far from the first time I have experienced such treatment form services which are mean to support popple. I often joke that people who are able to navigate bureaucratic systems should be offered a job in the bureaucracy themselves! Joking aside, I struggle to understand how hard it is to treat people with the most basic of human decency and dignity. I do think it is amusing that this service provider today had no idea he was being disrespectful to the friend of a bestselling autistic author and advocate with a big profile! Although I think when providing services to the public – and Disabled people particularly – people should always act as that that person is as ‘important’ as the Prime Minister. Because they are. We all are. Being disadvantaged, and in particular poor and disempowered, makes no difference to a person’s worth or a reason to treat them any differently than you would someone in high office. We deserve decency and would like for people providing Government services to see things that way.
Of course there are many wonderful bureaucrats. I was one myself up until early last year and many of my colleagues in the 17 years I was in the services were absolutely lovely. But it is a definite problem if people in those positions are not respectful and inclusive and that customer-facing staff need to understand what accessibility is, what issues are faced by Disabled people who access their service and an understanding that we all matter.
I told my frind today that I would write a letter to the appropriate Minister about what happened, and I will do that. I know the response with be drafted by a graduate public servant, but I will do it anyway because I have the right and I want to ensure there is a record of what happened and why it was not OK. I want a world where accessing Government services doesn’t cause trauma and people actually get the support that the services were created to provide.












