Cultural considerations for customers coming from culturally and linguistically diverse (CALD) backgrounds 005-01030000
Expand allThis document outlines the cultural considerations that should be provided to customers who come from culturally and linguistically diverse (CALD) backgrounds.
Addressing specific needs of customers
Customers who are either newly arrived residents, refugees or migrants and have been living in Australia for some time, may have complex issues.
Service Officers should consider:
- how a person's background may affect their abilities to communicate and comprehend
- levels of anxiety
- abilities to recall detailed information, and
- how they should be addressed
The Multicultural Guide helps staff interact with migrant communities in a culturally sensitive manner.
The Resources page has a link to the Language Identification Sheet.
Contents
Communicating with victims of trauma and/or torture
Guidelines for using interpreters
Community Language Allowance (CLA)
Contacting an on-demand telephone interpreter (Interpreter Connect)
Related links
Referrals to specialist services for refugees
Booking an interpreter for an appointment
Australian South Sea Islander customers