We have advocated since early 2012 the need for on-demand captions and Auslan interpreting services to improve customers’ interactions at Australian Government service shopfronts, such as Centrelink, Medicare and NDIS offices.
The current communication arrangements in most government shopfronts are inconsistent, time-consuming for all involved, and the source of tension and misunderstandings for customers and staff. People with hearing devices rely on hearing loops, but these are not always present, may not function properly or are not switched on. People whose preferred communication is Auslan need access to interpreters via video links.
Our objective is that all government shopfronts should have designated facilities that provide equal communication access.