Centrelink and Medicare customers can now access Auslan interpreting services without booking an appointment. Photo: File.
Services Australia has upgraded its interpreting services to give greater assistance to shopfront customers with hearing issues.
The agency can now provide an Auslan interpreter within 30 minutes, using a video chat, for Centrelink and Medicare customers who are deaf or hard of hearing.
Auslan is the Australian Sign Language.
The on-demand service aims at ensuring customers can more easily communicate with staff at their local service centre.
People who need or want the assistance of an Auslan interpreter will no longer need to book an appointment in advance.
More than 16,000 people communicate using Auslan in Australia, with Services Australia providing Auslan interpreter services 917 times in the past 12 months alone.
Government Services Minister Katy Gallagher said making access to services easier for all Australians who needed it was a priority for the Federal Government.
“This is a positive step toward creating a more inclusive experience for all customers. We know people have different needs,” Senator Gallagher said.
“We’re meeting these with innovative solutions and giving people options to do their business in a way that suits them.
“Language should not be a barrier to accessing government support.
“Delivering accessible and inclusive services for all Australians is non-negotiable, regardless of what language they speak, where they live, their confidence with digital services, or any other barrier they may face.”
The service is offered alongside existing booked Auslan services, giving customers more choice and control in how they interact with Services Australia.
Customers can still choose to book an appointment and have an in-person interpreter attend.
Services Australia said it was committed to ensuring government payments and services were accessible for all.
“We offer Auslan interpreter services for customers who are deaf or hard of hearing so they can communicate with our service officers,” the agency posted on its website when the new service was recently launched.
“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.”
The service was trialled in an initial 39 sites in June 2025, starting with centres that had a high rate of request for Auslan appointments.
It was used 35 times in that initial stage.
Following positive feedback, the service has now been more widely launched with the expectation Auslan On-Demand will be available at all Service Australia service centres by the end of 2025.
In addition to Auslan interpreting, the agency provides customers who have limited or no English with free interpreter and translation services in more than 200 languages.
Other initiatives include enabling customers to book phone and face-to-face appointments and the introduction of new specialist services such as dedicated staff for aged care services working with community organisations to support those who have significant barriers accessing government services.
Customers can check online to see where the Auslan On-Demand service is available or book an appointment with an in-person Auslan interpreter.
Original Article published by Chris Johnson on Region Canberra.
