Interpreter Services for customers who are deaf or hard of hearing 005-17060100

Deaf or hard of hearing customers use many forms of communication to conduct their business with Services Australia.

To make sure they access the services and support they need, it is important to determine their communication preference. These include:

Sign language interpreters:

• The agency provides free Auslan interpreters for customers who are deaf or hard of hearing
• Customers can access an agency supplied interpreter, or use their own interpreter or nominee
• If using their own, the interpreter can be in:
• person
• via video chat (on the customer’s own device)
• over the phone, who must be accredited

The National Relay Service (NRS):

• A telephone service for people who are deaf or hard of hearing
• For information on how to help customers via the NRS, see Using the National Relay Service (NRS)

Other forms of communication:

• Lip reading (also referred to as speech reading)
• Visual cues
• Speech
• Written text, for example writing on paper or digital device

Staff must make sure to use the customer's interpreting preference where possible.

Services Australia prefers the use of qualified interpreters.

Offer the use of agency provided interpreters to the customer. If the customer declines the use of an agency provided interpreter and prefers to use their own interpreter, the customer must:

• use an accredited interpreter when contacting by phone
• not use a friend, relative or children as the interpreter:
• Unless recorded as a nominee
• Avoids problems with language competency, impartiality, content integrity and confidentiality

Take reasonable steps to provide a service to customers who are deaf or hard of hearing. If a service cannot be provided at point of contact, offer an alternative arrangement as soon as possible.

Staff must make sure the customer is not exposed to risks, such as identity crime or who cannot be authenticated. See:

• Identity fraud
• Authenticating a Centrelink customer
• Authenticating a Medicare customer
• Authenticating a Child Support customer

Auslan is the official and most commonly used sign language of the Australian deaf or hard of hearing community. It is also known as Australian sign language.

Interpreters use gestures instead of sounds to facilitate comfortable and smooth communication for the deaf or hard of hearing customer. They convert spoken language into sign language and vice versa.

Auslan interpreters:

• are certified and registered with the National Accreditation Authority for Translators and Interpreters (NAATI) after having their skills and competencies assessed
• certification includes knowledge, understanding and demonstration of the Australian Sign Language Interpreters Association (ASLIA) Code of Ethics
• code of ethics provides direction on principles, values and standards of conduct in their professional capacity

When using an Auslan interpreter to communicate with a deaf or hard of hearing customer:

• Be prepared. Brief the interpreter of the appointment’s purpose or any special terminology that will be used. Provide material (if in person) that will be discussed or signed
• Service centre staff - consider printing the customer's name in large font on A4 paper instead of calling their name in the waiting room
• Make sure the customer and interpreter can see each other’s hands and facial expressions clearly
• Allow for regular breaks. Sign interpreting for long periods can be physically and mentally exhausting for both the interpreter and the customer
• Consider the same principles and techniques as using interpreters who interpret for different languages. See Guidelines for using interpreters

The agency offers other forms of sign languages for customers who are deaf or hard of hearing. For more information, contact Language Services.