Australia – Mastercard has launched a new inclusion-focused initiative aimed at improving accessibility for autistic Australians and people with sensory sensitivities, beginning with hospitality and public venues.
The initiative, called ‘Inclusion Matters’, centres on the launch of the Inclusion Hub, an online resource outlining 25 practical measures that businesses can adopt to create calmer and more welcoming environments. The measures range from operational changes such as quiet hours to staff training and clearer communication, with guidance designed to help businesses integrate these practices into daily operations.
The Inclusion Hub was co-designed with Autism CRC, Australia’s national source of evidence-based best practice in autism. Autism CRC works with autistic people, families and professionals to develop tools and improve equity and participation across all stages of life.
As part of the initiative, Mastercard is also piloting Sensory Notes, a new restaurant menu format intended to help diners better understand dishes through sensory descriptions. Rather than listing ingredients alone, Sensory Notes describe a dish’s appearance, preparation, texture and taste. The framework includes tiered guidance to support hospitality venues of different sizes in adopting the system.
Sensory Notes will be trialled at the Australian Open’s Wonder Pies and Peach Melbourne venues, as well as The Mulberry Group’s Hazel Melbourne.
Kerry Tavrou, head of inclusion & diversity at Tennis Australia, said, “We’re committed to making the Australian Open the benchmark of sporting inclusivity. By featuring Sensory Notes on our Accessible page, introducing QR signage at Wonder Pies and Peach Melbourne, and promoting them within the BallPark sensory room, we’re giving neurodiverse fans the tools they need to feel informed and supported throughout their AO experience.”
To integrate Sensory Notes into existing dining experiences, an icon has been developed to sit alongside standard dietary symbols such as Gluten Free, Vegan and Pescatarian, signalling that additional sensory information is available for a dish.
Mastercard said dining was identified as a practical starting point for advancing inclusion, given the role hospitality plays in everyday social participation. The company framed the initiative as part of its broader mission to support participation in the digital economy.
Julie Nestor, executive vice president, marketing and communications, Asia Pacific, Mastercard, commented, “As a global leader in digital-first innovation and inclusion by design, Mastercard set out to introduce practices that go beyond what’s already available. Through the Inclusion Matters initiative, we’re making it easier for businesses to build environments where everyone feels considered and welcome. We look forward to refining the hub with ongoing feedback, because a world designed for everyone is priceless.”
The development of Sensory Notes involved collaboration with chefs and autistic Australians to ensure the framework could be implemented in real-world hospitality settings. A tool to help restaurants create their own Sensory Notes has been made available through the Inclusion Hub.
MasterChef Australia judge Jean-Christophe Novelli, who contributed to the framework, stated, “Through my experiences dining out with my son Valentino, I’ve come to understand just how complex and overwhelming restaurant experiences can be for autistic individuals and their caregivers. Dining should be a moment of joy, comfort, and connection, yet uncertainty around food often creates unnecessary barriers. Sensory Notes offers clarity and confidence so everyone can enjoy what should be a simple pleasure of sharing a meal together.”
Dr Olivia Gatfield, Autism CRC’s research and community engagement manager, said, “Our role is to listen to and learn from the autistic community, working together through research and co-design. We have focused on what truly matters to them and hope these new innovations are beneficial and can continue to be refined with community feedback.”
As the initiative expands, participating businesses will be listed in a consumer directory to help families and individuals identify venues offering inclusive environments.
