Customer information
CLIENT
Aged Care Quality and Safety Commission
PROJECT BRIEF
Rewrite a suite of nearly 40 client-facing documents in simplified English.
The Aged Care Quality and Safety Commission (ACQSC) is the federal body responsible for protecting the rights and interests of people who use aged care services that are funded by the Australian Government.
Red Pony was engaged to rewrite an extensive suite of documents – including standard letters, fact sheets, brochures and posters – in plain English, to make them more accessible for the target audience.
Users of these documents include aged care service providers, ACQSC complaints officers and people who use aged care services – older people, people from culturally and linguistically diverse communities, and Aboriginal and Torres Strait Islander Australians.
Red Pony worked closely with the Commission’s legal department and a review panel of complaints officers to increase the accessibility and utility of these important communications materials without compromising their meaning.
Red Pony configured the documents using text boxes, drop-down menus, standardised and suggested text. The new document format enabled ACQSC complaints officers to tailor content for the intended recipient, resulting in fit-for-purpose documents and faster processing times.
As part of the simplified English rewrite, we restructured sentences, modified language and used bulleted lists and images where appropriate to reduce complexity and length.
Internal and external reviews by representatives of the target audience further improved accessibility of the documents.
By providing materials that are accessible to a broader audience, Red Pony has helped the Commission meet its mission to protect and improve the safety, health, wellbeing and quality of life for Australians receiving aged care services.
“The new document format enabled ACQSC complaints officers to tailor content for the intended recipient, resulting in fit-for-purpose documents and faster processing times.”