Language services policies and guidelines
The Queensland Government is committed to ensuring its services are accessible to all members of the public, including those who experience barriers communicating in English.
The Queensland Language Services Policy outlines the Government’s obligation to engage interpreters and provide translated information to improve access.
The Queensland Language Services Guidelines [PDF 596 KB] support its implementation by providing practical guidance for agencies.
While the policy and guidelines commit government agencies to use language services to support accessibility, they do not specifically govern how services are procured or how providers are engaged.
Other policies and relevant legislation
The provision of language services in Queensland is supported by a range of legislation and policy instruments that promote equitable access to government services and protect individuals from discrimination.
Multicultural Recognition Act 2016
This Act establishes the foundation for recognising and supporting Queensland’s cultural diversity. It promotes a united, inclusive community where people from culturally and linguistically diverse backgrounds can fully participate in all aspects of life.
Multicultural Queensland Charter
The Charter outlines the principles and values that guide Queensland’s approach to multiculturalism. It affirms the importance of language services in building a fair and inclusive society. Principle 4 specifically highlights the right to equitable access to government-funded services for all Queenslanders, regardless of language background.
Human Rights Act 2019
This Act protects the cultural and linguistic rights of individuals and communities:
- Section 27 affirms the right of people to use their language and enjoy their culture in community with others
- Section 28 recognises the distinct cultural rights of Aboriginal and Torres Strait Islander peoples, including the right to maintain and use their languages
- Section 32A ensures that individuals charged with a criminal offence are informed of the charges in a language or communication method they understand.
Failure to provide an interpreter may also breach Section 15, which guarantees equality before the law.
Anti-Discrimination Act 1991
This Act prohibits discrimination on various grounds, including language-related barriers:
- refusing services to individuals who cannot communicate effectively in English may constitute direct discrimination
- providing services without an interpreter may amount to indirect discrimination, if it disadvantages people with limited English proficiency.
Disability Discrimination Act 1992 (Commonwealth)
The DDA makes it unlawful to discriminate against individuals with disabilities, including Deaf people. It affirms the right to access Auslan interpreters and allows complaints to be lodged when interpreting support is not provided.
Closing the Gap
The national Closing the Gap strategy includes Target 16, which aims to increase the number and strength of Aboriginal and Torres Strait Islander languages being spoken by 2031. Language services play a key role in supporting this target.
Many Voices: Queensland Aboriginal and Torres Strait Islander Languages Policy
This whole-of-government policy and its supporting action plans recognise the rights of Aboriginal and Torres Strait Islander peoples to enjoy, maintain, protect, and use their languages. It outlines government actions to support community-led language initiatives.
The Queensland Government’s Language Services System involves multiple stakeholders working together to ensure equitable access to services for people with limited English proficiency. The following outlines the key players and their responsibilities across the system.
System-level governance
| Stakeholder | Role |
|---|---|
Multicultural Affairs Queensland (MAQ) | Owner of the Queensland Language Services Policy and Guidelines. Sets expectations for service accessibility and supports agency compliance. |
System Policy Branch, Queensland Health | Oversees the Language Services Program Framework. Provides policy advice, monitors performance, and convenes the Interagency Committee (QGLSIC). |
System Procurement Branch, Queensland Health | Manages the Preferred Supplier Panel contract. Liaises with Language Service Providers and agencies on performance and procurement issues. |
Agency (customer) responsibilities
| Coordination | Frontline (operational) |
|---|---|
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Language service provider responsibilities
| Management and administration | Service delivery |
|---|---|
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Agency service delivery and communications contexts
Key Queensland Government agencies are encouraged to provide information to Language Services Providers so their interpreters and translators can become familiar with their agency context as part of their on-boarding training or professional development of contracted or employed staff. Contexts could cover the following domains.
- Activities or contexts might require language services
- Language categories, service types and modalities needed – each agency context will be reviewed annually for currency
- Particular complexities or sensitivities for providing language services
- Preferences for language services, for example level of expertise
- Relevant legislative and regulatory requirements
- Relevant policies
Other stakeholders
The following organisations play important roles in shaping the standards, ethics, and professional development of language services in Australia.
NAATI – National Accreditation Authority for Translators and Interpreters
Role: Australia's national standards and certifying authority for translators and interpreters
Function: Issues credentials and certifications for professionals working in the field
Relevance to PSP
- All interpreters and translators engaged through the PSP are expected to hold a NAATI-issued credential or certification
- NAATI is currently expanding its role to include endorsement of Language Service Providers through national standards
AUSIT – Australian Institute of Interpreters and Translators
Role: National professional association for interpreters and translators
Function
- Promotes ethical and competent practice through the AUSIT Code of Ethics
- Organises professional development and supports research
- Advocates for fair remuneration and working conditions
Relevance to PSP: Language Service Providers practitioners must comply with the AUSIT Code of Ethics
ASLIA – Australian Sign Language Interpreters’ Association
Role: National peak body representing Auslan interpreters and translators
Function
- Advocates for the needs and interests of Auslan professionals
- Supports standards and practices specific to Auslan interpreting and translation