Why we provide language services
High-quality language services ensure people who use languages other than English can access Queensland Government services safely and effectively. Language services ensure government staff can communicate with everyone who needs to access their service.
Queensland Government agencies have a responsibility to ensure staff know how, when, and why to engage interpreters. Failure to communicate effectively and achieve two-way understanding between language speakers and others limits outcomes for government and community.
The Language Services Program Framework is a tool for Queensland government agencies and funded government services that require language services.
Both government agencies and Language Service Providers have a role in ensuring services are accessible and meet the needs of our clients.
The Program Framework is also useful for any stakeholders interested in understanding the government’s commitment to the provision of language services.
Having optimal language service arrangements that align well with service delivery environments contributes to value for money for government investment in language services and stronger outcomes for our clients. Well-managed language services also contribute to valuing the profession of interpreting and translation, and the overarching sustainability of the language services workforce.
Procurement of language services
Background
In 2016, the Queensland Government committed to adopting a whole-of-government common use arrangement for procuring language services. Between 2018 and mid-2025, the Queensland Government Standing Offer Arrangement (SOA) for the provision of language services was the mechanism for engaging, interpreting and translation services for Queensland Government agencies.
From December 2025, this SOA will be replaced with an updated Preferred Supplier Panel arrangement. As part of this renewal, Queensland Health has developed this Program Framework to:
- raise awareness of the government’s objectives
- assist agencies in meeting their obligations
- outline the engagement process
- embed key policy objectives into the provision of language services
- ensure procured services better meet the needs of government and community expectations.
Information about how Queensland Government agencies can access the documents governing the PSP is available on the Queensland Government Arrangements Directory, including the Buyer’s Guide. The Buyer’s Guide contains useful information, including prices, to help Queensland Government agencies engage language services.
Language categories
The Preferred Supplier Panel will continue to include verbal and non-verbal languages:
- Aboriginal Peoples’ and Torres Strait Islander People’s Languages
- Languages Other than English (LOTE)
- Auslan, Deaf Interpreting and other sign languages.
The scope of services available through the Preferred Supplier Panel does not negate the need for a range of other language supports that clients might require such as plain English; easy read English; braille transcription or live captioning. Queensland Government agencies should consider their procurement needs for these services separately to interpreting and translation services.
Government agencies, statutory authorities and funded non-government organisations
The Preferred Supplier Panel will continue to apply across all Queensland Government agencies, statutory authorities and funded services delivered by non-Government organisations throughout Queensland, including in metropolitan, regional, rural, and remote communities.
In this framework, government agencies, statutory authorities and funded government services are referred to collectively as 'agencies' or 'government agencies'.
Implementation and governance
Queensland Health System Procurement is the principal manager of the Preferred Supplier Panel. Queensland Health System Policy Branch a team providing policy and program oversight of language services. Together these teams manage and oversee PSP quality.
A Language Services Interagency Committee (LSIC) will be established to oversee the quality of language services engaged through the Preferred Supplier Panel. The committee will monitor relevant data and Language Service Provider performance reports to assess service delivery from a systems-level perspective. It will also serve as a forum for agencies to raise concerns and escalate issues related to Language Service Provider performance.