Accessibility Guide Example

Hartleys Crocodile Adventures – Cairns

Hartleys Crocodile Adventures is located 40 minutes north of Cairns on the Captain Cook Highway. It occupies over 25 acres including the large man-made lagoon.

There are two designated disabled parking bays directly adjacent to the park entry. The car park is asphalt with level entry into the main building and ticket office. There is a small 19mm lip from the car park to the entry path.

Inside the entry is the main visitor centre with a cafe overlooking the lagoon, gift shop and accessible toilet facilities. The cafe has two levels. Access to the lower level, which overlooks the lagoon is via a ramp at the left-hand end. The servery is open with a full length counter. The food displays are easily viewable by visitors using wheelchairs. Trays are provided to allow food to be carried to the tables.

Boat Tour

The highlight of a visit to Hartleys is the boat tour to experience crocodiles being feed in the lagoon in a close encounter experience. The park operates three boats all of which have a large area at the front that can be used by wheelchair users. The row immediately behind the chair is reserved for family and friends. Wheelchair users and friends are boarded before the general public. The position offers the best view on the boat of the crocodile action. Boarding is via a gently sloping wide ramp onto the level floor at the front of the boat.

There are no toilets on board the boat and the cruise takes 25 minutes.

Feeding Displays

There are two feeding display areas in the park, Croc Feeding Arena and the Wildlife Amphitheatre. Access to the arena is via a wooden boardwalk of a moderate slope past the Croc Feeding Pen. Wheelchair access is along the entire front row of the arena. 

The second display area, the Amphitheatre, has wheelchair access to the top of the stand only giving an excellence view of the performance.

Hartleys is one of only two parks in Australia where you are able to cuddle a Koala and it is one of the parks most popular optional animal encounters. The experience is fully wheelchair accessible accessed off a concrete path a short distance from the main visitors’ centre. Visitors with a disability have an express queuing lane.

The map below has been marked up to show the steep ramp sections (Red) and the sandy unpaved section (Yellow)

Using Disability Inclusive Imagery Effectively

The Market
The disability sector represents more than 20% of the population and is growing in strength. Like all of us, when people with a disability shop, travel or engage in leisure pursuits, they rarely do it on their own. The multiplier is almost a factor of 3 once family, friends or business associates are all taken into account. People with disabilities are a discerning loyal market who want to feel that they belong and are valued as customers or clients. When an able-bodied model is put into a wheelchair that is obviously not their own and the image is then used in a website, publication, or advertisement, it is seen as fake and disingenuous and gives a poor impression to the audience. Using models with an actual disability in your imagery conveys a clear message that you care about genuine representation and creates real employment opportunities for these models.

What Makes a Good Image
Before we explore the technicalities, we need to look at people with a disability as ordinary subjects and customers. Too often images of a person with a disability have a medical theme or are “look at me” inspirational images. In marketing to this audience, as with any other, the aim is to create a connection with the audience that says “I can see myself there”. Imagery of people with a disability should, therefore, reflect the normal customer types and groups that would normally be your customers.

The key elements of a good image are:

  • Has emotional appeal
  • Is well composed
  • Has spontaneity
  • Lighting
  • Environment/ location Color
  • Talent
  • Emotional appeal Engaging subject matter Spontaneity Composition & scale
    emotional appeal

Emotional Appeal

A good image engages the viewer and stimulates them to want to know more. It immerses them into your story and motivates them to buy your product or service. Most importantly, when its comes to people with a disability, it breaks through the stereotypes and preconceptions by placing them into your environment.

Good Lighting

Effective lighting adds drama to the scene and creates a mood that your clients will want to experience. The “golden hour” is the hour before sunset and the hour after sunrise. It can create the most dramatic lighting. It is important, however, to match the lighting with the experience that your visitors or customers will experience.

A Good Location

A good location inspires your audience and engages with their sense of adventure. It motivates them to plan a visit or trip or to book that special night out.

Use of Colour

Colour is the essence of imagery. It gives a picture energy and life. It creates the mood that will encourage your potential customers to make the effort to book.


Images should feature real people – they should be authentic, welcoming, engaging, and inviting. Shots should never be over posed or set up, but should reflect the types of activities and responses your guests or customers would make.
They should speak to audience and say: “I can do that” or even better “WOW – can I really do that”.

Engaging Subject Matter

Sometimes, a picture that you have to look a little bit harder for, is the one you cannot ignore!
Images that are a bit unusual or have a story hidden in their detail, can invoke the imagination, and, if they are just a little bit unusual, can cut through and leave a lasting impression on your audience.

Creating an Accessibility Guide

An Accessibility Guide is designed to provide potential visitors with important accessibility information. It is important that the guide is comprehensive, but also written in the same style as the rest of your web site. It is your key document to welcome people with a disability and encourage them to visit. No disability is the same so it is important to provide quality information that allows everyone to make their informed decision as to whether your venue is suitable for their individual needs.

The guide should be presented in the following format:

At A Glance

This should be the front page of your Accessibility Guide. It gives an overview of the types of disability you cater for with a brief description of what you offer guests in each disability category. This section should also include information on discounts, booking options and acceptance of the Companion Card.

The At a Glance section should include a photo of your business and its setting.

Getting There

This section is to provide all of the options available to get to your venue. It is a good idea to provide a Google map that allows “directions” to be obtained and printed.

by Car 

Clearly describe where there are drop off points and where they are in relation to the main entrance. It is important to state the parking time allowed at the drop off point and whether the car can be left unattended for a brief period of time. If parking is available at the venue describe whether the accessible parking bays are, the distance to the entrance and the surface of the car park. If no parking is available, state where the nearest accessible parking is, both street and commercial if applicable.

by Public Transport

If your business is accessible by public transport the following information should be provided.

Train – Details of the nearest station and the distance from your venue. If not all entrances are accessible describe how to find the accessible entrance at the station.

Bus – If your business is serviced by bus, what are the bus route numbers and which bus services are accessible with low floor buses. If pre-notification is required supply the phone or booking number.

by Taxi 

Establish which local taxi services provide wheelchair accessible transport and supply their contact details as part of your accessibility guide.


It is important that visitors with a disability know where to go when they arrive at your venue.

Paths of Access

The guide should clearly indicate where the accessible entrance is, made it is made off and whether it is level or sloped. If the accessible entrance is not the main entrance to the venue, the guide should clearly indicate where it is and how it is accessed. If portable ramps are required the guide should provide contact details.

Photos of the entrance in relation to the street and/or car park should be provided.

Main Entrance

Describe the main entrance door and whether it is manual or automatic. If there is a ramp around an entrance with stairs describe the location  of the ramp. The width of the door should be provided, especially if it less than 850mm. Provide information on after-hours access and a mobile contact number if guests are not able to use an intercom.

Photos of the main entrance should be provided including the location of the ramp.

Reception/Ticket Office

Provide information of where the reception/ticket desk is in relation to the main entrance. If there is a priority queue for people with a disability provide information on where the queue is. If one or more of the counters have a hearing loop provide information on which line to use. For reception areas provide information on whether seating is provided and if there is a lower counter available and its location.

For hotels, provide information if luggage services are available and whether in-room check-in is available.

Photos of the reception/ticket office should be provided.

Inside Spaces


Where public toilets are available provide information on their location throughout the venue. Where more than one accessible toilet is available provide information on whether it is right or left hand transfer. Provide information and measurements of the door width into the cubicle, the space available beside the toilet, the height of the toilet seat from the floor, and the clear space available within the toilet cubicle. Describe what sort of taps are used with the hand basin.

If available, provide information on the nearest adult change facility.

Photos of each toilet facility should be provided.


Where lifts are provided the following information should be available in the Accessibility Guide:

  • Width of the doors into the lift
  • Depth of lift
  • Width of the lift
  • Position of the lift buttons and whether they are raised and include tactile markings
  • Whether the lift has visual and audible floor indicators

Bars and Lounges

For each bar and lounge space describe the room layout including the servery, seating arrangements and furniture type. This is important where there is a mixture of high top, standard tables and chairs and low coffee table arrangements. State whether the chairs are movable to allow for the seating of wheelchair users. Describe the lighting in each area and whether or night there is background music playing in each space.

Photos of each area should be provided.


As with bars and lounges provide a description of each dining venue including the table type, whether chairs are movable, the clear space through the space to allow people to navigate through it and lighting and background noise. Information on the nearest accessible toilet should be provided. Detail the menu choices and the dietary requirements that are provided. For each venue provide information on whether ordering, food delivery and bill payment is at a counter or at the table. Advise whether menus are available in braille, large print, and simple English.


Provide information on where the accessible seating is located, and whether closed caption devices are available. Provide information on whether the following is available:

Open Caption

Open captioning displays subtitled dialogue, sound effects and music descriptions on the screen. The

soundtrack still plays with the film, regardless of a persons ability to hear it.

Sensory Friendly

Lights up sound down – Sensory Friendly Films, to accommodate families affected by Autism Spectrum

Disorders. These sessions allow families to enjoy a trip to the movies in a safe and accepting environment.

Cry Baby

Cry Baby sessions give parents with newborn babies a chance to enjoy the movies. These sessions are run

with the lights up and the sound turned down.

Outdoor Spaces

Provide as much information as possible on the following within your grounds/gardens

  • Slopes and widths of garden paths
  • Surface material that paths are made of
  • Identified step free routes through the gardens or grounds
  • Provision of seats for people who cannot walk long distances
  • If BBQs and picnic facilities are provided what are the heights of the benches and cook tops. Provide details of any picnic tables that provide a roll-under area for wheelchair users
  • If there are observation decks, fishing platforms, bird hides and boardwalks provide information about whether they are level with the ground or provide ramped access. State the door widths if applicable.
  • For lawn areas describe the slopes and thickness of the grass
  • Provide any information of where accessible toilets are located within the garden or grounds

Provide photographs of the garden areas including the paths, picnic tables BBQs and other facilities

Pools and Spars

Describe the method of entry into the pool/(s)

  • Level entry (ie: sloping beach type)
  • Ramped
  • Stepped (with or without handrail)
  • Pool lift

Provide information on the equipment that is available (beach/pool wheelchair, noodles, other flotation devices, hoist, unisex change room with adult bench)

Provide information about shaded areas that are available and whether blocks are available to raised deck chairs.

Provide photographs of the pool, in particular, the entry points, beach wheelchairs and the deck furniture

Accommodation Providers


Information on bedrooms should contain the following:

  • Number of accessible bedrooms available and whether any have adjoining rooms
  • The door width into the room from the hallway or from outside
  • Within each room the bed configuration and whether a king can be separated into singles
  • The height of the bed above the floor (If blocks are available to raise the bed add that information)
  • The clear space underneath the bed (to accommodate the feet of a hoist if required)
  • The space beside and at the end of bed
  • Provide information on whether furniture can be moved, additional bedding provided and whether you can move bedding to install a hospital bed if required.
  • Information on whether televisions provide closed captioning
  • Describe the wardrobe space and provide measurements of the heights of the hanging rails
  • Other equipment that may be onsite or can be hired locally if required (commode, hoist, shower chair)
  • If a desk is available in the room provide information on the clear space under it for knee clearance.
  • Provide photographs of the room. Ensure the images cover the whole room

Ensuite Bathrooms

  • Provide the following information:
  • Width of the door from the bedroom
  • Clear space available next to the toilet
  • The position of grab bars
  • Whether the toilet has a backrest
  • Whether the vanity unit has a roll-under space for wheelchair users and if so the height above the floor level
  • The type of tap fitted to the vanity
  • Whether the shower has level entry with the bathroom floor. If there is a lip or hob what is its height
  • Describe the position of the shower controls, whether the shower has seat (fixed, fold-down or portable) and whether the shower has a detachable shower rose. Also describe the position of the handrails within the shower.
  • Provide information on the mirrors with the bathroom, their position length and whether they are on an angle for wheelchair users.
  • Provide images of the bathroom showing the toilet and the space beside it including the handrails, the shower with the shower seat folded down or with the portable shower chair in the shower, and the handbasin.

Self Contained Kitchens

Describe the kitchen layout and the clear space between the work areas, island benches or kitchen tables. Describe the location and height above the floor of the oven, dishwasher, microwave, cooktops and work surfaces.

Are all storage areas for cutlery, crockery and utensils below 1.2 metres from the floor. Describe any “roll-under facilities in the kitchen ie: bench space, sink etc.