Focus area 1: Delivering culturally responsive services

The Queensland Government remains committed to ensuring all government initiatives and services, including funded services, are culturally responsive, accessible and inclusive of all people across Queensland.

Our action and status for 2025-26

We delivered on the following action:

• Improve access to services for customers who have difficulty communicating in English by reviewing the provision of language services and working with the National Accreditation Authority for Translators and Interpreters to investigate multilingual staff becoming Community Language Aides.

Our outcome:

• We assessed the feasibility of utilising multilingual staff as Community Language Aides and determined that the model was not practical or sustainable within current service delivery and workforce arrangements. Approved interpreting and translation services continue to be used to support customers who experience difficulty communicating in English, ensuring equitable access to services for culturally and linguistically diverse customers.
• To further support customers with difficulty communicating in English, we have commenced a 3-month pilot across 5 Customer Service Centres (Brisbane City, Macgregor, Sherwood, Toowoomba and Townsville) using translated Evidence of Identity and mandatory question documents. The pilot provides customers with access to key licensing information in their preferred language, improving understanding of Evidence of Identity requirements and supporting a more accessible and consistent customer experience.
• Early implementation activities indicate the translated resources are assisting staff to communicate requirements more effectively, reducing the need for repeated explanations and supporting more efficient service delivery. Findings from the pilot will inform future opportunities to improve access to information and services for culturally and linguistically diverse customers.

Case study

Translated resources enhance customer experience and service delivery

Early feedback from pilot sites has been overwhelmingly positive.

Staff report that translated Evidence of Identity information is significantly reducing the time required to explain documentation requirements, with one staff member noting that these conversations would normally take “double the amount of time”.

Customers have expressed strong appreciation for receiving information in their preferred language, with staff reporting consistent positive feedback across participating sites.

The pilot is delivering both customer and operational benefits through more efficient interactions and improved access to information.