The 2003 Australian Bureau of Statistics (ABS) study of Disability and Carers in the Australian population found that one-in-five Australians reported living with a disability - close to 4 million Australians. Over 6 per cent - 1.2 million Australians - reported a profound or severe level of core activity limitation. The ABS also recognises an increasing rate of disability with age, with up to 45 per cent of people aged 65 to 74 having a disability, and 82 per cent of people aged 85 and over having a disability.

This means that as Telstra customers, Australians living with a disability may have difficulty making or receiving a phone call, using standard voice or text-based phone services or have difficulty reading a standard bill or information about Telstra's products and services.

Telstra has been providing services for Australians with a disability and older Australians for over 25 years. Its commitment has been formalised in three previous Disability Action Plans (1996-1998; 1999-2001 and 2002-2004). All were submitted to the Human Rights and Equal Opportunity Commission (HREOC), as were the respective review reports, which were based on independent assessments of performance against actions undertaken.