How can my client access an interpreter?

2.1 At a doctor or specialist consultation?

2.2 At the pharmacy?

2.3 At the dentist, optometrist, psychologists or other private practitioners?

2.4 At a state school?

2.5 When engaging with the Queensland Police Service?

2.6 At Centrelink? 

2.7 At their local council office? 

2.8 When engaging with the Department of Transport and Main Roads? 

2.9 When engaging with the Department of Infrastructure and Planning? 

2.1 At a doctor or specialist consultation?

If your client is not confident that he or she can fully comprehend the kind of English that is used during a medical consultation, they should ask their local general practitioner about using an interpreter at no charge through the Doctors Priority Line.  

Through an arrangement with Translating and Interpreting (TIS) National, medical practitioners are entitled to access a free telephone interpreting service called the Doctors Priority Line. It is available 24 hours a day, seven days a week. The Doctors Priority Line is intended for general practitioners and specialists to use when providing services that are:

  • claimable under Medicare
  • delivered in private practices
  • provided to non-English speakers who are Australian citizens or permanent residents.

Only doctors who are currently registered for the Doctors Priority line can access the service with TIS National. To access the Doctors Priority Line, doctors simply need to fill out the Medical Practitioners Free Interpreting Registration Form.

2.2 At the pharmacy?

If your client is not confident that he or she can fully comprehend the kind of English that is used when purchasing medical supplies at the pharmacy, they should ask the pharmacist about using an interpreter at no charge through the Doctors Priority Line

Free interpreting services are available to pharmacies for the purpose of dispensing Pharmaceutical Benefits Scheme (PBS) medications. This scheme is aimed at assisting pharmacists to communicate with people about the proper use of medications.

Visit the TIS National website for a  list of pharmacies that have registered for the use of the free interpreting service in Queensland. To register a pharmacy fill out the Medical Practitioners Free Interpreting registration form.

2.3 At the dentist, optometrist, psychologists or other private practitioners?

Currently there is no funding to cover interpreter costs when accessing interpreters for private practitioners that provide services that NOT claimable under Medicare.

Queensland Health practitioners, for example dentists, are funded to provide interpreters at no charge to the client if required.

2.4 At a state school?

Schools are required to provide an interpreter in situations where they wish to communicate important information to a family or student who has difficulty communicating in English.

When a parent or student requests an interpreter, he/she should be provided with one. It is acceptable for a school to engage an interpreter to assist him/her to communicate even if the client or a family member considers that he/she does not need an interpreter. Often in times of crisis or stress, a person may lose their ability to communicate effectively in a second language.

The presence of an accredited interpreter is important in certain circumstances such as obtaining “informed consent” (health, mental health, school enrolment), raising a record of interview or in the swearing of affidavits or statutory declarations. Costly mistakes leading to complaints may result from neglecting to provide an interpreter in these situations.

When assessing the need for an interpreter, schools should take into account other factors such as gender, levels of literacy, hearing impairment or other communication difficulties. The level of comfort of the client in the interview environment will also impact on the communication outcome even when an interpreter is present.

Interpreters can provide an interpreting service over the telephone or face-to-face. Face-to-face bookings need to be made ahead of time so plan ahead. Requests can also be made for male and female interpreters in sensitive or gender–specific interpreting assignments.

Deaf parents who require interpreters should ask the school to engage a NAATI qualified interpreter from Deaf Services Queensland.

2.5 When engaging with the Queensland Police Service?

Queensland Police Service has a Cultural Support Unit that can assist workers and clients from culturally and linguistically diverse backgrounds if they need matters clarified when engaging with or are having difficulty accessing interpreter services with police. The unit can advise who the Cross Cultural Liaison Officers and Police Liaison Officers are in each region who can assist you.

For more information, call the Cultural Advisory Unit on (07) 3364 3934 or visit the Queensland Police website.

2.6 At Centrelink? 

Centrelink provides interpreters at no cost to customers. Where necessary to support a claim, Centrelink also provides a free translation service for customer documents. Interpreters contracted by Centrelink are covered by confidentiality provisions and a Code of Ethics, which means customers can be reassured that any information learned through an interview conducted by an interpreter will remain confidential. Bilingual staff may be available in some Centrelink Customer Service Centres to help with brief customer enquiries. If an interpreter is not immediately available, Centrelink staff may use a telephone interpreter service to assist customers.

For more information phone Centrelink Multilingual Call Centre on 131 202 or contact your nearest Centrelink Customer Service Centre

2.7 At their local council office? 

Local Government Authorities are entitled to access free interpreting services to communicate with non-English speaking Australian Citizens or permanent residents on issues such as rates, garbage collection and urban services.

Each local council has an allocated TIS Client Code (an account number). When the client requests for an interpreter, staff can quote this number to arrange for an interpreter.

2.8 When engaging with the Department of Transport and Main Roads? 

If you need an interpreter please call the Translating and Interpreting Service (TIS) on 13 14 50 and have them contact Transport and Main Roads on 13 23 80. If you are deaf, or have a hearing or speech impairment:

  • TTY users phone 13 36 77, then ask for 13 23 80.
  • Speak-and-listen users phone 1300 555 727, then ask for 13 23 80.
  • Internet relay users connect to the National Relay Service, then ask for 13 23 80.

2.9 When engaging with the Department of Infrastructure and Planning? 

If you have difficulty understanding a document and need an interpreter contact the Translating and Interpreting Service (TIS) National on 131 450 and ask them to telephone the Queensland Department of Infrastructure and Planning on 07 3227 8548.

decorative
A joint QCOSS and PeakCare one-day workshop will explore the many aspects of cultural inclusion in a community service setting. At the end of the day attendees will have a better understanding of the strengths of culturally diverse communities and how to appropriately include people from different...
AMPARO Advocacy partnered with Griffith University, Queenslanders with Disability Network, and Community Resource Unit to hold a one day forum to explore what steps would ensure that people from CALD backgrounds with disability are best supported by the NDIS. This forum quickly booked out but...
Not-for-profit Law has updated its guide to 'The laws of advertising and your community organisation'. The resource provides practical tips to help organisations comply with the laws of advertising and marketing in Australia. Importantly, these laws apply to many fundraising activities of charities...
Queensland Council of Social Service (QCOSS) is thrilled that more than 150,000 Queensland families will receive a rebate on their electricity bills as part of new state government policy. Following recommendations from QCOSS, the existing $330 Electricity Rebate will be extended to include...
‘Building Belonging’ is a comprehensive toolkit of early education resources which includes an ebook, song with actions, educator guide, posters and lesson plans. It is focussed on encouraging respect for cultural diversity and tackling racial prejudice in early childhood settings. The resources...
2Spirits (QuAC) and Queensland Council of Social Service (QCOSS) have partnered up to inquire into the challenges faced by people who identify as Lesbian, Gay, Bisexual, Sistergirl, Brotherboy, Transgender, Queer and Intersex who experience domestic and family violence. This is an anonymous survey...
The Federal Department of Social Services recently commissioned a research report to better understand volunteering and giving within culturally and linguistically diverse (CALD) and Indigenous communities. The research provides some insights and case stories, highlighting the valuable contribution...
The National Disability Insurance Agency have translated information about the NDIS into ten languages other than English. The resource is the My NDIS Pathway Brochure . My NDIS pathway is a guide to becoming an NDIS participant. This information helps participants to understand the path they will...
The Australian Digital Inclusion Index , powered by Roy Morgan Research, measures the extent of digital inclusion in Australia. The first report was released on Wednesday 24 August 2016. Access and affordability can present barriers to digital inclusion, however an individual’s digital engagement...
The Department of Social Services has commissioned research aimed at improving the knowledge base about giving and volunteering patterns and trends to support evidence-based policy development. The research aims to better understand volunteering and giving within culturally and linguistically...

Pages

Are you looking for support in Queensland, or trying to find a service that meets your needs? Now you can search oneplace , the service directory hosted by the Queensland Family and Child Commission. oneplace is an easily accessible directory of community services to help Queensland families to get...
IWSS works with women and children of non-English speaking background who are or have been in violent domestic situations and/or have experienced rape and/or sexual assault. Website: www.iwss.org.au Sexual Assault Program: 07 3846 5400 Domestic Violence Program: 07 3846 3490
Queensland Program of Assistance to Survivors of Torture and Trauma (QPASTT) provides flexible and culturally sensitive services to promote the health and wellbeing of people who have been tortured or who have suffered refugee related trauma prior to migrating to Australia. Find out more :...
Ethnic Communities Council of Queensland Australian Multicultural Foundation Settlement Council of Australia Centre for Cultural Diversity in Ageing Federation of Ethnic Communities’ Councils of Australia
Australia's justice system provides a unique and challenging environment dealing frequently with cross-cultural issues. The responsiveness of courts and tribunals to culturally and linguistically diverse communities is a measure of society's commitment to equal access to the law for all. This...
This discussion paper from the QAIWG explores whether an organisation requires an interpreter or bi-cultural support worker and the difference between the two; the standards and considerations to be made when booking an interpreter; and what to do when a credentialed interpreter is not available...
The Language service needs of women in regional and rural Queensland survey gathers information from non-government community social service organisations on the language needs of Aboriginal, Torres Strait Islander, migrant and refugee women and women with a disability in regional and rural...
The Queensland Accessing Interpreters Working Group (QAIWG) is a coalition of non-government organisations concerned with equitable service provision of people from culturally and linguistically diverse communities in Queensland. The working group has provided significant input to the development...
The Community Resource Handbooks were launched by Volunteering Queensland on 12 May 2015. They consolidate the knowledge gained through Volunteering Queensland's community leadership work with more than 2,000 community groups over the past fifteen years. The handbooks are aimed at small to medium...
The Directory of migrant and refugee women's groups was compiled with input from CAMS and LAMP workers across Queensland. It provides a ready network of contacts for organisations that wish to share information with women and families in culturally and linguistically diverse communities. These are...
A report by Diversity Council Australia (DCA) and Deakin University has found that the Boards of Australian companies are becoming more culturally diverse but they are still not reflecting the diversity of the broader Australian community. Read more
The Federation of Ethnic Communities’ Councils of Australia (FECCA) recently undertook a project through its Women's Advisory Committee, to explore and share the amazing stories of Australian women from culturally and linguistically diverse (CALD) backgrounds. Prepared in inter-generational pairs,...
Lisa Toh shares some tips for making your organisation accessible for multi-cultural clients and for working with interpreters. Click the image below to listen to access the podcast.
PiCC offer cross-cultural training and consutancy service in Queensland, maintaining a register of approved and highly experienced cross-cultural trainers. www.picc.org.au

Pages

All service providers operating in Queensland are required to comply with the Queensland Anti-Discrimination Act 1991 . The Queensland Civil and Administrative Tribunal (QCAT) has jurisdiction to hear and decide complaints about contraventions of this Act. Frequently Asked Questions There are also...
There are a range of legal structures which may be suitable for Queensland not-for-profit community groups. The four main options are: an incorporated association: Associations Incorporation Act 1981 (QLD) and Associations Incorporation Regulation 1999 (QLD) a company limited by guarantee:...
Dr Kamil Shah, QCOSS Senior Policy Officer
Author: 
Dr Kamil Shah, QCOSS Senior Policy Officer

A joint QCOSS and PeakCare one-day workshop will explore the many aspects of cultural inclusion in a community service setting on 15 February.

Attendees will gain a better understanding of the strengths of culturally diverse communities and how to appropriately include people from...

""
Author: 
Tiffany Tento, QCOSS

Queensland communities are being encouraged to be part of the solution and help put an end to family violence, as part of this year’s Domestic and Family Violence Prevention Month in May.

Minister for the Prevention of Domestic and Family Violence Shannon Fentiman has called on all...

Author: 
Queensland Council of Social Service

The Queensland Council of Social Service (QCOSS) recently released a new report revealing the interrelated nature of poverty and disadvantage, highlighting key areas in Queensland which need to be addressed with better targeted programs, policies and investment.

...

Embrace training for kindergarten educators
Author: 
Cherie Lamb, Queensland Council of Social Service

The EMBRACE Culture in Kindy Program aims to increase kindergarten participation for children from Aboriginal and Torres Strait Islander and Culturally and Linguistically Diverse backgrounds in Queensland.

Our ‘Embracing cultural diversity in...

Multicultural hands
Author: 
Grazia Catalano, Multicultural Policy Officer, QCOSS

The Queensland Government has just released some excellent policy documents on the Cultural Diversity Policy and the ...

Volunteering ACT
Author: 
Tiffany Tento, Queensland Council of Social Service

Volunteering ACT's pilot project, the Inclusive Volunteering Program, provides support to facilitate vulnerable people into volunteering placements, to increase social and economic participation in the broader community...

See videos from StudioQ related to this topic

Share or Print