Appendix H

Guide for service providers

Victorian Interpreter Card

The Victorian Government funds agencies to provide language assistance free of charge to Victorians with limited English to help them access government information and services. The Victorian Interpreter Card aims to help Victorians with limited English access these services by:

• helping them request interpreter assistance; and


• making it easier for staff to arrange an interpreter who speaks the correct language.

The following information is to help you respond when a client presents an Interpreter Card. It is a guide only. You should follow your organisation’s policies regarding interpreting and translating services. If your organisation does not have a policy you can refer to the Victorian Government’s policy guidelines, Improving the Use of Translating and Interpreting Services available at: www.voma.vic.gov.au.

1. What should I do when a client presents the Victorian Interpreter Card?
You should:

A. Check the language/dialect on the front of the card.
B. Inform the client that you are arranging an interpreter.
C. Arrange an interpreter. Follow your organisation’s policy and/or guidelines to arrange an interpreter.
D. Make a note in the client’s file (if relevant) to assist with arranging an interpreter in any subsequent visits.

2. Who should arrange an interpreter?
Government agencies and government-funded agencies are responsible for arranging an interpreter for clients. Don’t ask your clients to ‘bring an interpreter’. In particular, never ask clients to bring friends, family or community members to act as interpreters.

3. Who pays for the interpreter?
The agency delivering the service should arrange to pay the interpreter – not the client.

4. How will I know which language or dialect the client speaks?
The language your client speaks will be written in English on the front of the card.

More than one language/dialect may be written on the front of the card. This means the cardholder is proficient in those languages/dialects.

You should try to arrange an interpreter in the client’s first language. If this is not possible you may be able to arrange an interpreter in one of the other languages listed.

5. Do clients need the card to access an interpreter?
No. The card is designed to assist communication between clients and agency staff. Clients do not need a Victorian Interpreter Card to access an interpreter.

6. Where do I find an interpreter?
If your organisation has a policy on language services, you should arrange an interpreter in line with this policy. If not, professional interpreters can be found through:

• The National Accreditation Authority for Translators and Interpreters ( www.naati.com.au).


• The Australian Institute of Interpreters and Translators (www.ausit.org) 


• Commercial interpreting agencies – see the Yellow Pages under the category of ‘Interpreters’.

7. What if I can’t get a face-to-face interpreter in the language requested?
If a face-to-face interpreter is not available in any of the languages shown on the card, you should try to reschedule the appointment. If this isn’t appropriate, consider using:

• an interpreter via telephone or videoconference


• a bilingual staff member who has received appropriate training.

8. What if a client wants an interpreter of a specific gender or background?
Your client may ask for an interpreter of a particular gender or background (e.g. ethnicity). This may be for cultural or personal reasons, or because the appointment is of a sensitive nature. As far as practicable, you should try and meet this request.

9. What if a client asks for a particular interpreter?
Your client may ask for a particular interpreter because they have used them in the past and were happy with the service. Conversely, they may have been unhappy with a service provided previously and ask that a particular interpreter not be used. We recommend that you try and meet your client’s request.

10. Can clients use a family member or friend to interpret?
Clients may ask to use a family member or friend to interpret for them. We strongly recommend you dissuade clients from using friends or family to interpret as they may lack the necessary skills; be emotionally involved; lack impartiality; and are not bound by the same standards of conduct as professional interpreters. You should never use anyone under 18 years of age to interpret.

11. What information do I need to give when booking an interpreter?
You should provide the following information:

• name of your agency


• language or dialect required


• gender and/or ethnicity of the interpreter (f the client has specified)


• client’s name


• date, time and anticipated duration of the assignment


• name of the staff member the interpreter should report to


• nature of the assignment (e.g. medical appointment)


• correct address for the assignment (for face-to-face bookings)


• your agency’s reference/cost centre/UR/order or client number (if relevant).

For more information about the Interpreter Card see the Victorian Office of Multicultural Affairs (VOMA) website www.voma.vic.gov.au or contact VOMA (email interpretercard@voma.vic.gov.au or call 9208 3166).

Victorian Interpreter Card

Click here to view theVictorian Interpreter Card

If you find it hard to communicate in English, this card will let Victorian Government agencies know you need the services of an interpreter.

Where can I use my Interpreter Card?
You can use your card anywhere that provides Victorian Government services. This includes:

• public hospitals


• state schools


• police stations


• courts and tribunals


• community health centres


• community legal centres


• public housing offices.

You can also use the card at some local councils and Commonwealth Government agencies (including Centrelink) and wherever you see the Interpreter Symbol – shown on the front of your card.

How do I use the card?
In English, write the name of the language you speak on the front of the card. If you speak more than one language, write both languages on the card putting the language you prefer to speak first. Ask the person who gave you the card to help you with this if necessary.

If you’d like help from an interpreter when using a government service, show your card to a staff member. They will try to arrange for an interpreter (either in person or by telephone) who speaks the language written on the front of your card.
You will not have to pay for the interpreter when using government services.

Who can get an Interpreter Card?
Anyone who needs help to communicate when using a government service can get a card.

How much does the card cost?
The card is free. If you lose your card, replacement cards are also free.

Where can I get a card?
You can get a card from Centrelink and AMES offices. Cards are also available from some local councils, migrant resource centres, public hospitals, schools and community agencies.
For a complete list of places where cards are available call the Victorian Office of Multicultural Affairs (VOMA) on 9208 3147 or visit our website: www.voma.vic.gov.au.

How long can I use the card for?
You can use your card as long as you need the help of an interpreter to access government services. It does not have an expiry date.

Can other people use my card?
Anyone who speaks your language can use your card including your family and friends.

Where can’t I use my Interpreter Card?
Many businesses and commercial services may not recognise your interpreter card. Others may recognise your card (for example, private hospitals and clinics, your local doctor’s office, schools, commercial legal services and transport companies); however, they may ask you to pay for using the interpreter.

Can I ask for an interpreter if I don’t have a card?
Yes. You can still ask for an interpreter at government agencies if you don’t have a card.

Will I have to pay for the interpreter?
No. If you are entitled to use a government service, the agency will pay the interpreter.

How will a staff member know which language I speak?
The staff member will arrange an interpreter for you in the language written on the front of your card. It’s important that you make sure your language and/or dialect is written correctly on the front of the card in English.

What if I speak more than one language?
Write the language you prefer to speak first on the front of the card in English. Next, write any other languages and/or dialects you are comfortable speaking. For example, if your first language is Nuer but you can also speak Sudanese Arabic write them both on the front of the card – in that order.
If an interpreter who speaks your preferred language is not available, staff may use an interpreter who speaks your second or third language.

Can I ask for a male or female interpreter?
Yes. Tell the staff that you prefer a female (or male), when you show your card. Staff will try to meet your request but they may not always be able to.

What if an interpreter is not available?
If staff can’t get hold of an interpreter, they will make other arrangements to help you. For example, they might:

• use a staff member who speaks your language


• give you information in a language you can read


• make a new time for you to visit – when an interpreter is available.

What can I do if my request for an interpreter is refused?
In some situations an agency may not provide you with an interpreter but may try to help you through other means (for example, by providing information in a language you can read). However, if you need an interpreter and have asked for one but the agency has refused; you can make a complaint to that agency.

If you are not satisfied with the agency's response you can contact the Victorian Ombudsman on 1800 806 314 or email ombudvic@ombudsman.vic.gov.au.


For more information on the Victorian Interpreter card go to www.voma.vic.gov.au or contact the Victorian Office of Multicultural Affairs by emailing interpretercard@dvc.vic.gov.au or phoning 9208 3147.