In Australia, over 16,000 people communicate using Auslan, the Australian Sign Language.
We offer Auslan interpreter services for customers who are deaf or hard of hearing so they can communicate with our service officers.
We’ve introduced a new Auslan On-Demand service. It connects customers with an Auslan interpreter within 30 minutes via video conference, without needing to book ahead. Previously, customers had to pre-book an appointment with an Auslan interpreter, which would delay access to agency payments and services.
Staff use existing technology in the service centre to set up the video conference with the interpreter.
Better access to Auslan interpreters is something our customers and community partners have been asking for.
Feedback so far has been positive. The service has been used over 35 times since we introduced it in June to an initial 39 sites. We started with centres with a high rate of request for Auslan appointments and expect the Auslan On-Demand to be available at all our service centres by the end of the year.
Customers can check where the on-demand service is available, or book an appointment with an in-person Auslan interpreter, offering them choice in how they access our services.
Auslan On-Demand is another way we’re improving the accessibility of our services for customers.