Language services governance
Queensland Government is committed to ensuring equitable access to government services. High quality language services help people who speak languages other than English to access services safely and confidently.
Under the Queensland Language Services Policy, all government agencies and funded services must provide interpreters and translations for people who speak languages other than English.
Without access to language services, people who speak languages other than English might be unable to use essential services effectively. Engaging language services ensures all Queenslanders can understand and access services.
When language services are not engaged there is a risk of misunderstanding, which can:
- undermine the efficiency of services
- cause incorrect assessment decisions
- negatively impact on community members’ rights
- lead to unsafe service provision
- lead to a person not knowing important information.
Preferred Supplier Panel for the Provision of Interpreting and Translation Services (PSP Number 126161)
The Preferred Supplier Panel for the Provision of Interpreting and Translation Services (the PSP) is a whole-of-government procurement arrangement for engaging language services. The PSP is an agreement between Queensland Government and 16 language services providers. Suppliers on the PSP have agreed to provide defined interpreting and/or translation services at agreed rates to Queensland Government services.
The PSP came into effect in December 2025 and replaces the previous common-use procurement arrangement for engaging language services. The PSP has been developed to reflect contemporary best practice for engaging language services and respond to emerging trends in the language services industry.
The PSP Buyer’s Guide provides practical instructions on how to engage services through the PSP. The PSP and supporting documents like the Buyer’s Guide are available on the Queensland Government Arrangements Directory. Only government employees will be able to access the full suite of resources, including the Buyer’s Guide.
Language categories
The Preferred Supplier Panel for the Provision of Interpreting and Translation Services covers the following language categories:
- Australian Aboriginal peoples’ and Torres Strait Islander peoples’ languages
- Languages other than English
- Auslan, Deaf interpreting, and other sign languages
Inclusive language supports (Outside PSP Scope)
Some clients may require additional communication supports not covered by the PSP. These include:
- plain English
- easy read English
- pictographic communication
- braille transcription
- live captioning.
Agencies may need to procure these services separately. Where needed, Language Service Providers (LSPs) should be able to collaborate with providers of these supports to ensure inclusive communication.
Benefits of using the PSP
Quality services
To be included on the PSP, suppliers were required to undergo a comprehensive assessment process to ensure that they deliver services that are high-quality and suitable for Queensland Government service delivery environments.
The PSP includes a performance management framework to ensure that all services provided under the agreement are high-quality and comply with Queensland Government’s obligations. Suppliers included in the PSP are required to regularly report on their activity and are performance managed against key performance indicators.
Easy engagement
Suppliers included in the PSP offer language services that have been agreed in the PSP at set prices. There is no need to negotiate prices or the nature of the services you are engaging. The PSP includes agreed processes for booking assignments, managing cancelled or rejected assignments, and the conduct of interpreters while on assignments.
Value for money
Prices offered by suppliers included in the PSP have been negotiated by Queensland Government to achieve value for money. When engaging language services through the PSP, staff can be confident that they are receiving services at a highly competitive rate and are responsibly managing public funds.
Safety and compliance
When language services are not engaged, delivery of services can be disrupted and in serious cases there is a risk of harm to people accessing government services. Engaging language services through the PSP supports agencies to comply with the Queensland Government Language Services Policy. Engaging language services through the PSP enables you to provide services safely to the community and ensures you comply with legal and policy requirements.
Language Services Program Framework
The Language Services Program Framework sets out the policy context and Queensland Government’s objectives in engaging language services. The Program Framework has been developed 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.
Queensland Government Language Services Interagency Committee (QGLSIC)
The Queensland Government Language Services Interagency Committee (QGLSIC) is an interagency committee of representatives from across Queensland Government that is responsible for overseeing implementation of the PSP. The QGLSIC:
- provides system-level oversight of implementation of the PSP
- enables an escalation pathway for issues related to language services engaged under the PSP
- supports interagency coordination on engagement of language services
- promotes continuous improvement of services delivered under the PSP
- advises on policy updates, resources, and training to ensure alignment with operational needs.
The QGLSIC is responsible for reviewing reports regarding supplier activity and performance. It will use reporting information to identify trends to ensure the PSP continues to meet the needs of government.
QGLSIC will monitor the PSP Issues Register containing issues escalated by agencies for its review. This enables system-level consideration of issues that may impact services across multiple government agencies. Information about how to raise a complaint or issue and how this will be managed can be found below.
How to engage language services
The Buyer’s Guide on the Queensland Government Arrangements Directory outlines how to engage services. The Buyer’s Guide and supporting documents is available on Queensland Government Arrangements Directory. This site is only fully accessible if you access it from a Queensland Government device. This page also includes:
- a pricing calculator for services each supplier offers
- a guideline regarding travel reimbursement under the PSP
- the full PSP Agreement.
Whole-of-government language service contacts
Queensland Health, Language Services Program Manager
System Policy Branch: language.services.program@health.qld.gov.au
Queensland Health, The Principal (or the Preferred Supplier Panel Manager)
System Procurement Branch: Splanguageservices@health.qld.gov.au