Senator the Hon Katy Gallagher

Services Australia can now provide an Auslan interpreter for customers who are deaf or hard of hearing within 30 minutes using video chat.

The on-demand service ensures customers can communicate with staff at their local service centre. People who need or want the assistance of an Auslan interpreter will no longer need to book an appointment in advance.

Over 16,000 people communicate using Auslan in Australia. In the last 12 months, Services Australia provided Auslan interpreter services 917 times.

This service is offered alongside existing booked Auslan services, giving customers more choice and control in how they interact with Services Australia. Customers can still choose to book an appointment and have an in-person interpreter attend.

Services Australia is committed to ensuring government payments and services are accessible for all. In addition to Auslan interpreting, the agency provides customers who have limited or no English with free interpreter and translation services in over 200 languages.

Auslan On-Demand is the latest in a series of customer service improvements by Services Australia, reflecting the agency’s commitment to continuous improvement and providing Australians with support that is timely, respectful, and easier to access.

Other improvements include enabling customers to book phone and face-to-face appointments, so people can get help at a time and place that suits them.

New specialist services have also been introduced, such as dedicated staff who help customers understand and access aged care services, and staff who work alongside community organisations to provide intensive support for those who have significant barriers accessing government services.

Quotes attributable to the Minister for Government Services Katy Gallagher:

“This is a positive step toward creating a more inclusive experience for all customers. We know people have different needs. We’re meeting these with innovative solutions and giving people options to do their business in a way that suits them.

“Language should not be a barrier to accessing government support. Delivering accessible and inclusive services for all Australians is non-negotiable, regardless of what language they speak, where they live, their confidence with digital services, or any other barrier they may face.”