Access and Equity in Government
Services Report 2010–2012
5 June 2013
Secretary
4 June 2013
Senator the Hon Kate Lundy
Minister for Multicultural Affairs and Sport
Parliament House
Canberra ACT 2600
Dear Minister
Access and Equity Report 2010–12
I am pleased to present the Access and Equity in Government Services Report 2010–12.
This whole-of-government report has been prepared by the Department of Immigration and Citizenship
in accordance with Recommendation 30 of the Access and Equity: Evaluation Summary, 1992.
I recommend this report be tabled in parliament and that it be made available to members of the
House of Representatives and the Senate.
Yours sincerely
Martin Bowles, PSM
6 Chan Street Belconnen ACT 2617
PO Box 25 BELCONNEN ACT 2616  Telephone 02 6264 1111  Fax 02 6264 2670  www.immi.gov.au
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Message
The Australian Government has an unwavering commitment to a successful multicultural Australia.
Central to our approach is the balance between rights and responsibilities. We recognise the benefits
of cultural diversity for all Australians within the broader aims of national unity, in accordance with our
democratic values.
A critical component of Australia’s just, inclusive and socially cohesive society is the commitment to
deliver government services that are responsive to the needs of Australians from culturally and
linguistically diverse backgrounds.
This report, Access and Equity in Government Services 2010–12, is the last report under the existing
Access and Equity Strategy and Framework. A key initiative of the multicultural policy, The People of
Australia, is to strengthen the access and equity framework, and future reports about access and
equity in government services will reflect this commitment.
On 21 March 2013, I announced the Australian Government’s response to the independent inquiry into
the responsiveness of government services to Australia’s culturally and linguistically diverse
population.
The Multicultural Access and Equity Policy strengthens the access and equity framework. It provides a
planning framework that enables departments and agencies to target their efforts and increase their
responsiveness in a sustainable and coordinated way.
Under the Multicultural Access and Equity Policy, Australian Government departments and agencies
listed under the Financial Management and Accountability Act 1997, excluding the Departments of the
Parliament, need to develop and post an Agency Multicultural Plan and include it in their annual
reports.
This report marks the end of one chapter of the government’s ongoing commitment to access and
equity as we welcome a new, strengthened framework that will support Australia’s increasingly diverse
population.
This report highlights many good practice examples of government service and program delivery
during 2010–2012. It also highlights community interests provided through consultations undertaken
by the Federation of Ethnic Communities’ Councils of Australia.
It is an excellent platform on which to move forward to further strengthen access and equity across
government departments and agencies as committed by the Australian Government in 2013.
I recommend this report to you.
Senator the Honourable Kate Lundy
Minister for Multicultural Affairs
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Contents
Contents
Message .................................................................................................................................................. 3
Contents .................................................................................................................................................. 4
Introduction .............................................................................................................................................. 7
Background .......................................................................................................................................... 7
Access and Equity in Government Services Report 2010–2012 ......................................................... 7
Access and Equity Framework ................................................................................................................ 9
Part 1: Access and equity: government actions .................................................................................... 11
First key principle: responsiveness ....................................................................................................... 11
Extent to which programs and services are accessible, fair and responsive to the individual needs of
clients ................................................................................................................................................. 11
Good practice examples .................................................................................................................... 11
Profile: Australian Bureau of Statistics ............................................................................................... 18
Second key principle: communication ................................................................................................... 19
Open and effective channels of communication with all stakeholders .............................................. 19
Good practice examples .................................................................................................................... 19
Profile: Australian Securities and Investments Commission ............................................................. 26
Third key principle: accountability ......................................................................................................... 27
Effective and transparent reporting and review mechanisms ............................................................ 27
Good practice examples: ................................................................................................................... 27
Fourth key principle: leadership ............................................................................................................ 29
Broad approaches to management of issues arising from Australia’s cultural and linguistic diversity
........................................................................................................................................................... 29
Good practice examples .................................................................................................................... 29
Profile: Office of the Fair Work Building Industry Inspectorate, operating as Fair Work Building &
Construction, and the Office of the Fair Work Ombudsman .............................................................. 32
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Part 2: Access and equity: state, territory and local governments ........................................................ 33
State and Territory Governments .......................................................................................................... 33
Australian Capital Territory Government ........................................................................................... 33
New South Wales Government ......................................................................................................... 33
Northern Territory Government .......................................................................................................... 34
Queensland Government ................................................................................................................... 35
South Australian Government ............................................................................................................ 36
Tasmanian Government .................................................................................................................... 37
Victorian Government ........................................................................................................................ 37
Western Australian Government ........................................................................................................ 38
Local government .................................................................................................................................. 40
Brimbank City Council and Maribyrnong City Council ....................................................................... 40
Moreland City Council ........................................................................................................................ 40
City of Greater Dandenong ................................................................................................................ 40
City of Boroondara ............................................................................................................................. 40
City of Darebin ................................................................................................................................... 41
Maribyrnong and Moonee Valley Councils ........................................................................................ 41
Yarra City Council and City of Port Phillip Council ............................................................................ 41
City of Whittlesea ............................................................................................................................... 41
Brimbank City Council ........................................................................................................................ 41
Knox City Council ............................................................................................................................... 42
Greater Shepparton City Council ....................................................................................................... 42
Part 3: Access and equity: the communities’ voice ............................................................................... 44
Background ........................................................................................................................................ 44
Employment ....................................................................................................................................... 44
Health ................................................................................................................................................. 45
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Housing .............................................................................................................................................. 46
Settlement Services ........................................................................................................................... 46
Family and Child Services ................................................................................................................. 47
Safety and Policing ............................................................................................................................ 47
Education ........................................................................................................................................... 48
Ageing ................................................................................................................................................ 48
Part 4: Future directions ........................................................................................................................ 49
Appendix A: Reporting departments and agencies .............................................................................. 50
Appendix B: History of the Australian Government’s Access and Equity Strategy ............................... 56
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Introduction
Background
In 2006, the Australian Government developed the Access and Equity Strategy and Framework,
Accessible Government Services for All, furthering the 1998 Charter of Public Service for a Culturally
Diverse Society. The framework provided tools for building cultural diversity into both policy and
program development and implementation.
The framework applied to all government funded services, including those delivered by the Australian
and state government agencies and departments, community organisations or commercial enterprises
which received government funding.
The biannual Access and Equity in Government Services Report has been prepared by the
Department of Immigration and Citizenship and compiles information provided by government
agencies, state/territory and local governments. Reporting is provided under four key performance
indicators which articulate the key principles: responsiveness, communication, accountability and
leadership.
This Access and Equity in Government Services Report 2010–2012 is the last report under the 2006
access and equity framework.
On 21 March 2013, Senator the Honourable Kate Lundy, Minister for Multicultural Affairs, announced
the new Multicultural Access and Equity Policy. The new policy strengthens the access and equity
framework and provides a planning framework that enables departments and agencies to increase
their responsiveness in a sustainable and coordinated way.
The Multicultural Access and Equity Policy is the latest chapter in a commitment by successive
Australian Governments to the principle that all Australians should be able to access government
programs and services equitably, regardless of their cultural or linguistic backgrounds.
Access and equity is connected to other national strategic goals including the Social Inclusion Agenda
and the national multicultural policy through the delivery of programs and services which support
inclusion outcomes for disadvantaged Australians.
Access and Equity in Government Services Report 2010–2012
This Access and Equity in Government Services report covers 1 July 2010–30 June 2012. It provides
a national snapshot of the responsiveness of government services to Australia’s culturally and
linguistically diverse population.
In compiling this report, the department invited contributions from a total of 166 Australian Government
departments and agencies. Of the 147 contributions received 42 provided a nil response and the other
19 agencies did not respond. This report incorporates best practice examples from 69 Australian
Government departments and agencies, as well as examples from all state and territory governments
and several local governments.
While this report highlights a number of the new initiatives contributed by Australian Government
departments and agencies, as well as state, territory and local governments during the reporting cycle,
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not all contributions could be incorporated in this report. All departments and agencies which provided
information on access and equity initiatives are listed in Appendix B.
This report has four sections:
Part 1 provides good practice examples submitted by Australian Government departments and
agencies under the four access and equity key performance indicators (responsiveness,
communication, accountability and leadership).
Part 2 summarises access and equity in action through good practice examples from many
state/territory and local governments.
Part 3 identifies key community issues distilled from annual community consultations facilitated by the
Federation of Ethnic Communities’ Councils of Australia (FECCA).
Part 4 summarises the future direction for access and equity, based on the government’s response to
the 2012 independent inquiry report and recommendations into the responsiveness of government
services to Australia’s culturally and linguistically diverse population.
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Access and Equity Framework
Principle or performance indicator
Strategies through direct service delivery or contracted service provision
RESPONSIVENESS
Extent to which programs and services are accessible, fair and responsive to the individual
needs of clients
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Developing and delivering fair programs and services that are based on a sound knowledge of
the needs, circumstances and cultural and other characteristics of clients and assess the direct
impact on the lives of people
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Drawing on cultural diversity to improve efficiency and effectiveness of agency programs and to
support innovation and success of Australian enterprises:
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auditing and raising the profile of staff cultural skills
providing appropriate staff training
taking steps to recruit culturally diverse employees, volunteers, grantees and contractors
supporting Australia’s competitive business advantage arising from the diverse
backgrounds, skills and networks of its workforce and population
Identifying and responding quickly to emerging issues affecting particular population groups or
arising from Australia’s cultural diversity
COMMUNICATION
Open and effective channels of communications with all stakeholders

Providing information in a timely manner, in appropriate media, publications, formats and
languages
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Recruiting and training staff who have appropriate linguistic and cultural skills or using interpreting
services to ensure effective communication with clients, as necessary

Consulting appropriately with diverse communities and client groups about the development of
policy, legislation and regulations, the implementation of the programs, and the delivery of
services
ACCOUNTABILITY
Effective and transparent reporting and review mechanisms

Establishing mechanisms to encourage feedback from people of all cultural backgrounds and
allow them to register complaints and raise concerns about the performance of policy developers,
program implementers and service providers (including outsourced services)
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Responding to concerns raised by clients to improve agencies’ performance

Reporting to appropriate audiences of community concerns about agency programs and agency
responses to those concerns
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LEADERSHIP
Broad approaches to management of issues arising from Australia’s cultural and linguistic
diversity

Collaborating within and between agencies and with other partners to identify and address issues
relating to cultural diversity, through publicising good practices, sharing information, coordinating
programs or collaborating on projects

Working with state, territory or local governments, non-government and community organisations,
and contractors, raising their awareness of their responsibilities and encouraging improvement in
their responses to cultural diversity
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Contributing to the broader goals of cultural diversity policy by, for example:
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strengthening the settlement prospects of migrants
enhancing the ability of all to achieve self-reliance
encouraging social, economic and educational participation for people from diverse
backgrounds
including issues relating to social cohesion and participation in programs and policies
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Part 1: Access and equity: government actions
Examples provided for this Access and Equity Report indicate that Australian Government
departments and agencies know their clients. They are aware of changes in their client group and
what impact that may have on the effectiveness of their services and support.
It is nearly always the ‘behind the scenes’ work which enables agencies and departments to continue
to meet the needs of their culturally and linguistically diverse clients. Through these examples we are
able to lift the curtain on some good practices in effective responsiveness for diverse clients.
The access and equity reporting process has encouraged departments and agencies to internally
consider their business plans through four key performance indicators: responsiveness,
communication, accountability and leadership; and submit good practice examples.
This final report under the previous access and equity reporting regime captures a particularly wide
variety of good practice examples under the existing key performance indicators.
First key principle: responsiveness
Extent to which programs and services are accessible, fair and
responsive to the individual needs of clients
Government departments and agencies need to continue to be responsive to the individual needs of
their clients. Providing services that are accessible and responsive is the right thing to do and makes
good sense. Services that are appropriate to clients in the first instance reduce the need for lengthier,
costlier interventions at a later stage.
Good practice examples
The More Targeted Approach campaign of the Department of Health and Ageing identified 28
cultural groups in Australia that are known to have a high prevalence of smoking among 18 to 40 year
olds. The campaign also considers recent arrivals and emerging communities in Australia who have
migrated from countries known to have a high smoking prevalence and/or access to limited public
health messages and information about the dangers of smoking. A broad range of multicultural
advisory services and intermediaries were consulted during the development and implementation of
the campaign. Translated campaign posters were distributed to all general practitioners in Australia.
During 2011, the Department of Health and Ageing initiated three key funding decisions for people
in aged care in response to current and future needs in that sector:
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provide financial assistance to aged care homes when accessing interpreting services
through the Translating and Interpreting Service (TIS) National
increase funding to the Partners in Culturally Appropriate Care program to improve
access to cultural awareness training
fund Translation Grants to aged care homes to support the translation of day to day
documents such as menus, notices and letters into appropriate languages for care
recipients from culturally and linguistically diverse backgrounds.
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The National Trade Measurement system came into effect on 1 July 2010. As part of a broader
regulatory awareness process for consumers and businesses, the Department of Industry, Innovation,
Science, Research and Tertiary Education (DIISRTE) ensured that key trade measurement
publications were translated into Chinese, Arabic, French and Vietnamese. These languages were
identified as having the broadest coverage amongst business holders who have a first language other
than English. The aim of this project is to provide small to medium enterprises operated by people with
a non-English speaking background with appropriate information about the regulatory requirements.
In June 2011, the Australian Pesticides and Veterinary Medicines Authority (APVMA) launched a
booklet and poster titled Understanding Pesticide Chemical Labels for farmers, market gardeners and
home pesticide users. Industry contacts subsequently suggested that the APVMA develop a
Vietnamese translation as a pilot edition. Further translations in Chinese, Arabic and Khmer languages
are under development for the APVMA website.
In June 2011, the Australian Communications and Media Authority revised the Cybersmart project
to ensure that the language was simplified for various clients, including those with non-English
speaking backgrounds, and that the information is understood and responsive to issues specifically
relevant to diverse communities.
Australian Hearing developed new information posters in consultation with local community leaders
and stakeholders after recognising that some of its hearing centres, which provide services at Migrant
Resource Centres, would benefit from new access pathways and information sources. Translated
information on its website is also accessible via a clear visual prompt on the homepage.
Identifying high rates of informal voting in 10 specific electorates during the 2010 federal election, the
Australian Electoral Commission (AEC) undertook an initiative to provide targeted education
programs for diverse groups in those electorates. The workshops were developed through
engagement with another agency to build a team of bilingual educators with language skills,
appropriate experience and links with the target communities. Translated media releases promoting
the workshops were released through various channels, and translated voting information was
available on the AEC website and in printed version for distribution. Nearly 2000 voters across
approximately 13 main language groups participated in 90 workshops.
In recognition of the diversity of their visitors, the Commonwealth Scientific and Industrial
Research Organisation (CSIRO) Discovery Centre provides audio-visual content for their exhibitions
in multiple languages and plans to expand the range of languages in coming years. CSIRO scientists
from all backgrounds help to deliver the centre’s range of public programs, in English and other
languages.
The Cultural Engagement Framework of the Australia Council for the Arts ensures that their
services and initiatives are socially and culturally inclusive, and includes accessibility of grants and
initiatives over a range of policies, strategies and programs. To keep abreast of the needs of culturally
and linguistically diverse clients, the council undertakes regular consultations with, and receives
annual reports from, many relevant organisations. The council is refining an internal reporting process
that tracks the various languages in which clients submit grant applications. The resulting information
further informs the agency’s Cultural Engagement Framework.
The Australian Government’s independent research and advisory body, the Productivity
Commission, undertakes government commissioned public studies and inquiries to help all levels of
government make better policies in the long term interests of Australia. The commission’s universal
Access and Equity Checklist covers all policy and program decisions, from the design of the terms of
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reference through to a completion of final report, as an assurance of program integrity. Between 2010
and 2012, the commission completed 16 inquiries and studies on a range of topics including education
and training workforce, caring for older Australians and early childhood development workforce, all of
which used the universal checklist to inform the research.
The Australian Institute of Family Studies (AIFS) Research Directions 2012–15 is informed by input
from reference groups that include members of diverse communities. The institute’s contribution to
increased understanding of the diverse needs of Australians is evident in current and recently
completed AIFS projects and included the creation of research registers to identify projects relating to
cultural and linguistic diversity issues.
Only a small percentage of the Department of Veterans’ Affairs (DVA) client demographic consists
of veterans from diverse backgrounds. Regardless, the department is aware of this demographic when
negotiating contracts with assessment agencies, service providers for Veterans’ Home Care services
and service providers for community nursing services who provide services to the wider community.
An ongoing DVA program provides official commemorations for eligible veterans. DVA staff who
implement this program undertake relevant cultural diversity training.
The Private Health Insurance Administration Council (PHIAC) provides information about private
health insurance to consumers from diverse backgrounds primarily through third parties or via its
website. To improve quality and ensure information is accessible to all, PHIAC recently refreshed its
website in line with the Australian Government Information Management Office 2.0 requirements.
PHIAC has also produced health fact sheets in community languages.
The Bureau of Meteorology, in collaboration with the Water Safety Council and Surf Life Saving
Australia, developed a project to reduce drowning in Australia by
50 per cent by 2020. As part of this project, rock fishing was identified as a highly risky sport enjoyed
by many people, including people from non-English speaking backgrounds. As a result, a weather
safety checklist for rock fishing has been developed for the bureau’s website and translated into
targeted languages including Korean, Vietnamese and Chinese.
The Complaint Resolution Process of the Superannuation Complaints Tribunal provides guidelines
and letter templates to assist clients to file complaints about their superannuation provider. The
tribunal also provides access to translators and conciliators to assist complainants from diverse
backgrounds.
The Swap It, Don’t Stop It campaign, managed by the Australian National Preventive Health
Agency, is a national campaign which promotes simple, everyday behavioural changes people can
make in nutrition and exercise and raises awareness of healthy lifestyle choices. Campaign resources
are delivered in 13 priority languages identified through an analysis of the agency’s clients.
The Federal Court of Australia provides a range of ongoing services to people from diverse cultural
and linguistic backgrounds. For example, interpreter and translation services are offered to litigants
who have little or no understanding of the English language and who are unrepresented and do not
have the funds to purchase these services. The court also has multilingual staff and trained registry
staff to assist litigants, and continues to provide training to its staff in dealing with self-represented
litigants, many of whom have limited English language skills.
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Part of the Department of Parliamentary Services’ diversity framework, Fostering Inclusion and
Respect, includes cultural awareness training to improve staff understanding about the needs of
diverse audiences and to provide a better service to visitors from various cultural backgrounds.
The Export Finance and Insurance Corporation (EFIC) is the Australian Government’s export credit
agency which provides finance and insurance solutions to Australian exporters when their bank is
unable to provide all the support they need. Recognising the cultural diversity of the Australian export
community, EFIC engages with various industry bodies and business associations through
memberships, alliance partnerships and sponsorships. These activities allow them to build a
connection with culturally diverse Australian exporters to enhance their service delivery.
The Australian War Memorial undertakes ongoing and extensive evaluation and a visitor research
program to better understand the range of memorial visitors, their expectations and their satisfaction
with the services, facilities and experiences provided by the memorial. All staff who interact with
visitors on a daily basis are required to attend the Cultural Diversity Workplace training.
The Australian Taxation Office (ATO) convened culturally and linguistically diverse community
consultation forums to seek feedback and build productive relationships with the community. The
forums included representatives from culturally diverse backgrounds, other agencies and ethnic
media. Their input helped develop and implement a range of products and services including inlanguage education products, seminars, radio segments, tax advisory services, media articles and
information on the ATO website.
The Civil Aviation Safety Authority regularly reviews established programs and identifies
opportunities, particularly in the sponsorship and safety awareness programs, to expand its capacity to
reach the diverse profile within the aviation industry.
Safe Work Australia, during the development of the national policy relating to work health and safety
and workers’ compensation, undertook several steps to raise the profile of staff cultural skills, provide
appropriate training to build cultural awareness, recruit culturally diverse staff and be responsive to
issues that affect particular population groups or arise from Australia’s cultural diversity.
The Smartraveller campaign, managed by the Department of Foreign Affairs and Trade (DFAT),
promotes the security and welfare of Australians travelling overseas. DFAT’s consular experience
identified groups which are unlikely to use Smartraveller services. In response, the department
engaged a specialist consultant to develop outreach activities for these groups. As a result, the
department’s Smartraveller campaign now targets six language groups which account for the highest
population growth rate and have the highest propensity for travel, particularly to visit friends and
relatives. Special attention has led to improved communication for travellers from non-English
speaking backgrounds.
The Sydney Harbour Federation Trust aims to offer a broad range of cultural programs and events
on Cockatoo Island to meet the needs and interests of audiences from various cultural backgrounds.
For example, the Cockatoo Island Film Festival includes an international program of more than 200
films in English and other languages. The trust is also installing new signs on Cockatoo Island and
North Head Sanctuary which will be easily understood by visitors from a variety of countries and
cultures.
The Australian Human Rights Commission developed the Principles to promote and protect the
human rights of international students in response to concerns about the safety of international
students in Australia. The commission held ongoing consultations with key stakeholders and feedback
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was sought during development of the project. Translated summaries of the principles have been
made available to encourage wide readership and engagement.
Central to the work of the Special Broadcasting Service Corporation (SBS) are its
in-language services which provide Australia’s linguistically diverse communities with the resources for
social and civic participation – accessible media, relevant information, appropriate services, selfrepresentation, exchange of views and engagement with public life. During 2011–12, SBS conducted
a review of the languages broadcast on its analogue radio schedule to bring it into line with the current
multicultural make-up of Australia with a revised schedule to begin in 2013.
In recognition of the need to diversify the delivery of language services across its platforms, SBS
launched a pilot Chinese language Virtual Community Centre in 2010 and an in-language television
news service – Mandarin News Australia (2010–2012). The SBS subtitling team also makes SBS
programming more accessible. Recent projects included:
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simulcast English and Vietnamese versions of Once Upon a Time in Cabramatta as
well as Vietnamese, Arabic and Chinese subtitled versions online
multi-language versions of The Family
a Chinese language subtitled version of the Immigration Nation series online.
In addition, the entire Africa to Australia website has been translated and subtitled into six of the
highest needs languages spoken in the African-Australian community: Arabic, Dinka, Swahili, Amharic,
Somali and French.
The Department of Broadband, Communications and the Digital Economy implemented the
Digital Switchover Household Assistance Scheme in consultation with a Consumer Expert Group
(CEG). Aware that people from culturally and linguistically diverse backgrounds would be among their
clients, the department ensured that FECCA was a member of the CEG to advise government about
issues arising among these communities.
As part of the Department of Climate Change and Energy Efficiency’s Solar Cities Program, the
Adelaide Solar Cities consortium is piloting the Home Assist Program which is aimed at humanitarian
entrants who have been recently granted residency status, to assist them with energy management.
The program is actively promoted through local community centres and councils with knowledge of
local community groups’ particular needs.
Migrant groups and migrant support organisations regularly participate in the Community Cabinet
Program facilitated by the Department of the Prime Minister and Cabinet and, if required, the
program will promote the meetings in culturally specific media.
The public program activities of the National Library of Australia (NLA) continue to demonstrate the
library’s commitment to create cultural products sensitive to a culturally diverse society. The library
staff, who speak some 45 different languages, arrange library tours for people from culturally and
linguistically diverse backgrounds.
The Attorney-General’s Department Commonwealth Community Legal Services Program guidelines
provide that the management committee (or equivalent entity) of each funded organisation should
include appropriate representation or input from its community and/or the target client group/s of the
community legal service. To support this requirement, community legal services employ a broad crosssection of staff and volunteers. Funding is provided through the program to enable community legal
services to access translating and interpreting services to ensure service accessibility.
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The Department of Health and Ageing assists sub-populations to access mainstream services.
These projects include:
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ongoing Medicare support for health assessments for new refugees to identify needs
and improve access to existing services
Mental Health in Multicultural Australia project to improve access to relevant services
support for health professionals to better respond to mental health needs in culturally
and linguistically diverse population groups.
In May 2010, Our Common Bond: A course in Australian Citizenship was implemented by the
Department of Immigration and Citizenship. This new course was developed to assist vulnerable
migrants with low literacy skills, following the 2008 independent review of the Australian citizenship
test in 2008. The course has proven to be successful with 90 per cent of attendees passing the
course-based test. Another outcome of the review was the development of interactive activities,
including citizenship information sessions delivered in collaboration with community organisations,
which helps familiarise clients with the process of applying for Australian citizenship.
In 2012, the Department of Immigration and Citizenship announced a trial of a Virtual English
Tuition for Migrants to complement the existing Adult Migrant English Program (AMEP). It will utilise
the National Broadband Network (NBN) to test online English language tuition through a virtual
classroom for eligible AMEP clients.
The Fair Work Ombudsman’s engagement strategy targets both employers and employees from
culturally and linguistically diverse backgrounds. One of the key deliverables of the strategy is the
development of a suite of 13 in-language videos available via the Fair Work YouTube channel to
educate employees about their rights and responsibilities at work in Australia. Viewers have the ability
to provide feedback on all aspects of the videos including visuals, information provided and language
used. In recent cases, when queries are sent in languages other than English, the agency has used its
register of bilingual staff to respond in the same language.
The agency has also developed in-language video resources for employers from diverse backgrounds
to assist them in understanding their role and responsibilities as an employer in Australia.
The Department of Human Services sets national multicultural service delivery priorities annually,
including:
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broaden the scope of work undertaken by the 70 Multicultural Service Officers across
Australia a result of the 2011 merger of several agencies
partner with government and community agencies to address issues relating to
cultural diversity
maximise the potential reach of multimedia including translated material to
multicultural community organisation
ask peak ethnic communities to provide advice and feedback about the quality and
effectiveness of service delivery to multicultural customers
ensure that new multicultural materials, including feedback mechanisms such as the
Multilingual Phone Service, incorporate any relevant cultural issues.
The All Cultures Website of the Australian Sports Commission is a free, online resource that
contains useful information for engaging culturally, religiously and linguistically diverse communities in
sport. The aim of the website is to make sport more inclusive, assist the sports industry to encourage
people from culturally and linguistically diverse communities to get involved in sport, and provide
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useful information to coaches, trainers and volunteers who deliver sport and recreation programs for
people from migrant and refugee backgrounds.
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Profile: Australian Bureau of Statistics
On Tuesday night, 9 August 2011, the Australian Bureau of Statistics (ABS) undertook the 2011
Census of Population and Housing which aimed to accurately measure the number of people in
Australia on Census night, their key characteristics and the households in which they live. The
resulting figures will be used across government to direct policies and programs for the coming years.
Reviewing the 2006 Census, the agency identified that ‘country of birth’ and whether a person was
born in a non-English speaking country were factors which could increase the likelihood of a person
being missed in the Census. The ABS was also aware that the increased number of international
students in Australia since 2006 would need to be considered in preparing for the 2011 Census. As a
result, the ABS implemented a number of special enumeration procedures and communication
activities which included ‘fill in the form’ sessions and translation of advertising and communication
material.
In the two years prior to Census night, cultural testing of communication material, including
advertising, was undertaken and significant engagement with key community groups was conducted at
a state level. Press advertising was placed in 36 languages, and radio advertising was broadcast in 68
languages. Information and promotional material was produced in 30 languages and an information
DVD was produced in 15 languages, including English. Multicultural Census ambassadors, along with
grass roots events sponsorship and participation at major cultural festivals, helped to spread
information about the Census.
The ABS also developed a national retail strategy to distribute in-language Census material through
community retailers, international grocers and outlets. Specific strategies were developed for young
people and the effective use of online media.
Two major campaign launches were held in Sydney and Melbourne, with attendance by media and
community leaders, multicultural organisations, and relevant state political representatives.
In addition to engaging the services of TIS National, the ABS established a Census Inquiry Service
Language Helpline to offer assistance in 10 languages and a number of bilingual field staff were
employed in relevant areas.
Following Census night, the ABS conducted another round of campaign research which included
representatives from culturally and linguistically diverse backgrounds. This research and feedback will
be used to inform future Census planning.
The ABS collaborated with a number of agencies and partners to identify and address issues relating
to cultural diversity including:
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the Department of Immigration and Citizenship
Australian Customs and Border Protection
Migrant Resource Centres
Multicall Connexions (a communications specialist)
relevant state, territory and local governments
international airports
TIS National
SBS
National Ethnic and Multicultural Broadcasters’ Council
other multicultural and community media organisations.
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Second key principle: communication
In 2011–2012, many government departments and agencies undertook to comply with the Web
Content Accessibility Guidelines 2.0 standards to create a user friendly web environment and make
information accessible to all.
While translation of material continues to be a mainstay of communication strategies, social networks
and face-to-face consultations are also a crucial part of how departments and agencies keep in touch
with culturally and linguistically diverse clients and stakeholders.
Open and effective channels of communication with all stakeholders
Communication encompasses the provision and flow of information in appropriate manners, formats
and languages between departments/agencies and clients. Good practice includes facilitating clear
and open channels with clients to better understand and communicate appropriately to their needs.
Good practice examples
The National Broadband Network regional advertising campaign of the Department of Broadband,
Communications and the Digital Economy aims to enable people from non-English speaking
backgrounds to receive key information. Roadshows to 19 regional centres which cover local
government areas with more than 3000 non-English speakers were held to help explain the NBN.
Community partner sessions were run by local advocates in regional areas to stimulate discussion
throughout community networks about how and when the NBN will be rolled out in their areas. Media
releases and the publication Connecting Australia were published in several community languages. In
addition, 25 local community advocates were provided with Community Information Kits and two nonEnglish speaking background case study videos were developed for use on the NBN government
website.
As part of the Clean Energy Future Package – Communication Campaign the Department of Climate
Change and Energy Efficiency engaged a specialist non-English communication consultant to
ensure that the communications to relevant communities were well targeted, used appropriate
language and imagery, and were delivered through the most appropriate vehicles.
In 2011, communication market research undertaken by the Department of Agriculture, Fisheries
and Forestry (DAFF) investigated Australians’ awareness, knowledge and attitudes to biosecurity
(such as bringing plants and animal skins into Australia) and compliance with regulations, particularly
when travelling and importing. The research findings led to the translation of relevant materials into
key languages. DAFF also worked with SBS and other language broadcasters to promote information
about such issues, especially in relation to cultural dates that have the potential to increase the
amount of risky material moving through airports and mail centres.
A primary responsibility of the Department of Foreign Affairs and Trade is the provision of passport
services to Australian citizens through both the network of passport offices around Australia and
overseas diplomatic and consular missions. The Australian Passport Office website, We speak your
language, provides information in six languages other than English and passport information
brochures have been redesigned and translated.
The National Library of Australia, as part of its web archiving program (PANDORA Archive),
regularly collects and archives websites relating to the cultural diversity of Australian society. This
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includes more than 4800 websites which relate specifically to Australia’s diverse cultural heritage,
including Indigenous cultures. The NLA collects a range of material which records the diversity of
Australian people, their history and experiences. An ongoing digitisation project on a wide range of
collections, including community language newspapers, expands the accessibility of this information to
all Australians.
To complement the Doctors Priority Line – a free interpreting service provided by the Department of
Immigration and Citizenship through TIS National – the Department of Health and Ageing launched
the After Hours GP Helpline in July 2011. As part of the project’s development, the department
engaged a multicultural communications agency to undertake a range of communications activities,
which included targeted press activity and translation of brochures and posters into six community
languages. This material was then provided to general practices, pharmacies and cultural
organisations that are known to provide services to large proportions of people who speak those
languages.
The Department of Immigration and Citizenship initiative, Getting Settled – Women Refugees in
Australia, uses print and electronic media to raise awareness of the Woman at Risk visa, and inform
stakeholders about some of the resettlement challenges faced by refugee women and their proven
ability to successfully settle in Australia.
In developing the pilot program Place Based Initiative for Young Refugees in Broadmeadows, the
Department of Human Services held facilitated consultation forums with young refugee jobseekers.
Participants were given the opportunity to share their experiences, discuss their specific issues and
barriers and suggest ways in which service delivery can be further improved. Story boarding
techniques were used to understand participant perspectives and explain concepts. This approach
also helped to identify and address issues faced by young refugee jobseekers, while increasing their
access to education, training, employment opportunities and relevant support services.
As a regulator of commercial fishing, the Australian Fisheries Management Authority has formal
advisory bodies that reflect the range of interests in Commonwealth fisheries. The participants of these
bodies reflect the cultural diversity and community backgrounds of their clients, and maintain regular
communication and awareness of specific needs relevant to people from diverse backgrounds.
Insolvency and Trustee Service Australia (ITSA) maintains a voluntary register of employees who
speak a language other than English to provide informal translating and interpreting assistance for
linguistically diverse clients. The newly developed ITSA Client Service Charter provides service
commitments and standards across the whole of its business, and is available in nine languages other
than English in 2012–2013. The National Service Centre maintains accurate records of all client
contacts with ITSA, including language preference, which enable it to better understand their client
groups and plan future services.
Safe Work Australia advertises in the national media when seeking public comment on policy issues.
Submissions from peak bodies and individuals representing a range of cultural and linguistic
backgrounds are encouraged, and participation by those groups is welcomed.
In producing documents, ComSuper encourages the use of plain English. In 2011–12, the How to
Communicate with a Non-English Speaking Client Procedure was established for call-centre staff. This
material details interpreter services which are available to assist clients when required.
The National DonateLife Community Awareness and Education Program of the Australian Organ and
Tissue Donation and Transplantation Authority aims to provide clear, factual, relevant and
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evidence-based public information to the community about organ and tissue donation for
transplantation, and build the Australian community’s confidence in and access to life-saving and lifetransforming transplants. The agency has conducted special audience research to identify the
communication needs of culturally and linguistically diverse people. It undertakes regular consultation
with these communities to educate them and promote the program. In addition, 23 Community
Awareness Grant projects engage with diverse communities.
The exhibitions developed by National Museum of Australia benefit from extensive community
consultation. Recent examples include Forgotten Australians
(2009–2011), Not Just Ned: the true story of the Irish in Australia (2011), and the Silk Road Festival
(2012). Trained staff offer guided tours and talks a variety of languages, and staff receive annual
cultural awareness and culture inclusion training.
The consultation program of the Office of the Australian Information Commissioner engages
stakeholders from a range of backgrounds. The new plain English website is expected to be available
by mid-2013 and will include translations of the complaints and contact information into 11 languages.
The National Capital Authority’s Commitment to Community Engagement Service assists visitors
from diverse backgrounds. The National Capital Exhibition features self-guided information and a light
show model in a number of languages based on the largest groups of visitors. All NCA employees
undertake biannual cultural intelligence training.
The Australian Federal Police (AFP) recognises that it is essential to both represent and engage with
all groups in Australia’s multicultural society. Since July 2012, the AFP has engaged more closely with
the Sydney Community Liaison Team and attended community events to raise awareness of the AFP
including career options for both sworn and unsworn members. The Culture and Language Centre
offers flexible
cultural-awareness and language training in priority areas to support the development of core cultural
competencies across the AFP and assist members to gain a greater understanding of cultures within
Australia and overseas. In 2013, the AFP anticipates establishing a culturally and linguistically diverse
network.
In October 2011, the concept of ‘complementary protection’ was introduced into the Migration Act
1958. These legislative changes introduced a second ground on which a protection (refugee) visa can
be granted. The Migration Review Tribunal and Refugee Review Tribunal (MRT-RRT) translated
the complementary protection definition into the 20 languages which were the most prominent in the
current and anticipated refugee caseloads. The translations were provided to hearing teams and RRT
members. It aims to ensure that applicants are able to understand the legal subtleties contained in the
legislative changes, and that interpreters are able to provide accurate and consistent terminology
when this issue is discussed at the hearing.
The Department of Families, Housing, Community Services and Indigenous Affairs consulted
widely in developing the Helping Children with Autism program. Their approach included
comprehensive cross cultural consultation undertaken through an ethnic press advertisement in a wide
range of languages, and face-to-face discussions with both migrant resource centres and government
agencies such as the Department of Immigration and Citizenship and Centrelink.
In implementing the program, the Service Provider Panel must demonstrate its experience and
expertise in delivering early intervention services to children from Indigenous or culturally and
linguistically diverse backgrounds, along with at least one referee who can support their claims. The
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department provides funding for Autism Advisors and service providers to access TIS National when
delivering services to families from diverse backgrounds.
Comcare recently undertook a review of its internet architecture which included extensive consultation
with different stakeholders to identify their needs. The website now provides an option for translation
services in 15 different languages, and hard copy and electronic publications are also available in
other languages.
The Australian Customs and Border Protection Service provides key information in a range of
formats and languages. Various publications and online information including both Incoming and
Outgoing Passenger Cards (available in 14 languages, including English) and the Guide for Travellers
– Know Before You Go are available in 15 languages. Passengers also have access to a range of
translating and interpreting services as required. Airport signage messaging has been designed on an
image basis, to allow interpretation and understanding through visual symbol recognition.
The Do Not Call Register was launched by the Australian Communication and Media Authority in
response to community concern about the growth in unsolicited telemarketing calls. It is open to all
Australians and responsive to individuals of different cultural and linguistic backgrounds. Research
indicated that Italian, Greek, Chinese, Arabic and Vietnamese communities are particularly vulnerable
to unsolicited telemarketing calls. Register brochures are available online in these languages.
An Australia wide advertising campaign in 2011–2012 used community and diverse language radio
stations, regional press and digital media. Individuals from non-English speaking backgrounds can list
their phone numbers or lodge an inquiry with the register operator via TIS National.
The Private Health Insurance Ombudsman (PHIO) website provides information on the Lifetime
Health Cover initiative in 19 community languages, and is currently sourcing translations of further
material in community languages. The PHIO provides general advice about private health insurance
and the PHIO’s services in six community languages.
PHIO consults regularly with the Consumer Health Forum, and consumer focus testing took place in
the design and upgrade phases of the website. PHIO provides assistance to culturally and
linguistically diverse consumers through TIS National and the National Relay Service at no cost.
Fair Work Australia (FWA) deals with all unfair dismissal matters that are not settled at conciliation.
Information on the process and a procedure manual is provided on the FWA website and has been
updated to use plain English to support a wider audience. FWA’s induction and ongoing training
provides staff with information on how to work with clients whose first language is not English. Access
to interpreters, both during the case management phase and for formal hearings, is available and
arranged as required.
During 2011–12, the Australian Electoral Commission engaged with Australian citizens culturally
and linguistically diverse backgrounds to provide information about the electoral process. By 2012, the
AEC had translated enrolment and voting information on its website into 21 languages. The AEC 2012
national campaign, Count Me In, was advertised in 16 languages on national and local radio and
supported by an online advertising campaign. The AEC partnered with community groups who
promoted the campaign through their own membership networks and through social media. AEC
officers attended more than 1000 citizenship ceremonies in all states and territories to assist new
citizens in completing the enrolment process.
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Australia.gov.au is a portal established by the Department of Finance and Deregulation to address
community need for a single point of access to find specific government information over multiple
government websites. The site specifically links to multilingual information and services that are
available on Australian Government websites.
The curriculum linked school programs offered by the Commonwealth Scientific and Industrial
Research Organisation are provided to all schools including those where students have diverse
backgrounds. Many CSIRO staff are trained teachers and have some experience in working with
culturally and linguistically diverse students.
The Australian Curriculum, Assessment and Reporting Authority (ACARA) consults with target
audiences through representative mechanisms including public consultation, conferences and
surveys. ACARA provides explanatory information about how to provide feedback in 21 languages,
and employs staff with specialist access and equity skills and experience including cultural and
linguistic skills.
Food Standards Australia New Zealand (FSANZ) develops, reviews and maintains standards for
the sale of food in Australia and New Zealand. It not only contributes to safer food, but ensures that
timely information continues to be available to the wider diverse community via the FSANZ website
and social media. FSANZ has developed 14 videos in eight languages which deal with food labelling,
food safety and food related pregnancy advice. There are also a series of food safety fact sheets
available in 15 languages.
Office of the Aged Care Commissioner focuses on improvement of aged care complaints
management and services. Brochures about the commissioner are being translated into 10 community
languages and the office has a translation function on its website. The office also makes available
translated Complaints Scheme brochures to help complainants to understand their options. If
requested, staff arrange to speak with non-English speaking complainants through TIS National.
Aged Care Standards and Accreditation Agency Limited translated its Accreditation Standards fact
sheet into 20 community languages. These translations will assist residential aged care homes to
ensure that residents from culturally diverse backgrounds can participate in the accreditation process.
Assessment teams are accompanied by an accredited interpreter during visits to facilities with known
cultural cohorts.
The Aged Care Service Improvement and Healthy Ageing Grant Fund is administered by the
Department of Health and Ageing. The department provides funding to Partners in Culturally
Appropriate Care (PICAC) organisations to undertake a range of activities aimed at ensuring that
services meet the needs of people from culturally and linguistically diverse communities. For example,
the Victorian PICAC held the 2012 Cultural Diversity in Ageing Conference: Stories to Inspire in
Melbourne. The conference attracted more than 220 people from across Australia in the aged care
and related sectors to discuss a broad range of themes associated with the design and delivery of
culturally inclusive aged care services, including consumer engagement.
The Live Chat service of the Small Business Support Line (SBSL) is managed by the Department of
Industry, Innovation, Science, Research and Tertiary Education. It extends the reach of the SBSL
by providing small business people with an additional channel to access information in new ways.
SBSL brochures are available in eight languages to encourage small business people from culturally
diverse backgrounds to access the SBSL via Live Chat, phone or email. SBSL agents come from
diverse backgrounds. The DIISRTE Enterprise Connect program assists small to medium enterprises
improve business performance through collaborative partnerships with appropriately trained staff from
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diverse backgrounds, industry, education and research partners. Support for culturally and
linguistically diverse clients is provided by staff, the Enterprise Connect hotline and Enterprise Connect
website.
In December 2011, the Australian Taxation Office launched an initiative to engage with
intermediaries who represent and provide services to non-English speaking background communities.
Consultation forums in Victoria and New South Wales hosted by the Victorian Multicultural
Commission and the NSW Community Relations Commission attracted 80 community organisations
representing non-English speaking groups and service providers. The ATO subsequently launched the
Diversity in Focus information bulletin for intermediaries to distribute to their stakeholders. Production
of the DVD Your Business and Tax involved extensive collaboration with non-English speaking
communities. It is currently available in 11 business languages, with possibly more languages in the
future. The Access and Diversity Unit of ATO combines both strategic communication specialists and
experienced bilingual community relations staff who work closely with business partners and nonEnglish speaking communities to develop and implement communication strategies targeting diverse
audiences.
The National Anti-Racism Strategy, led by the Australian Human Rights Commission Race
Discrimination Commissioner, is relevant to all Australians. It aims to promote a clear understanding in
the Australian community of what racism is, and how it can be prevented and reduced. As part of the
strategy’s development in 2012, approximately 680 people participated in community consultations.
Copies of the discussion paper were translated into 26 community languages and staff involved in the
consultations have experience in working with diverse communities. Translated summaries of the
strategy have been provided to encourage wide readership and engagement.
A stand-alone website for Translating and Interpreting Services National is part of the Department
of Immigration and Citizenship’s commitment to develop a fully accessible website. Plans are also
underway for the introduction of an automated interpreter booking process to gain operational
efficiencies and manage increasing demand for services. TIS National has also commenced a project
to develop the Automated Telephone Interpreting Service to remove unnecessary complexity from the
system and improve access to the service. The project will introduce natural speech navigation
technology, increasing from the current access to interpreters in 18 languages to possibly 50
languages through a single free call contact phone number for clients.
The Tax Practitioners Board surveys tax agents to better understand the expectations and ongoing
needs of the diverse audiences with whom they work. This information informs future policy and
engagement with agents from non-English speaking backgrounds and their clients. The agency also
engages with the Department of Immigration and Citizenship to inform relevant migrant groups about
the importance of using agents who are registered with the Tax Practitioners Board. Similarly, the
agency works with the ATO Access and Equity Unit to nationally communicate tax time messages
about registered agents to linguistically diverse audiences.
The Department of Agriculture Fisheries and Forestry maintains an internal Linguists Register to
assist in providing feedback on the Extension and Outreach program in languages other than English.
The Commonwealth Ombudsman is a key Australian accountability agency. The Overseas Students
Ombudsman’s (OSO) role has a necessary focus on people from diverse cultural and linguistic
backgrounds. The Ombudsman provides a free, independent and impartial complaints service for
overseas students who are attending private education and training programs. The Ombudsman
strives to ensure that private education and training providers are accountable. The OSO encourages
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its clients and stakeholders to provide feedback on all their work, and encourages best practice
complaint handling by private education providers to overseas students.
The Australian Federal Police Workforce Diversity Team works in collaboration with the Australian
Capital Territory, Sydney and Melbourne Community Liaison Teams on engagement strategies with
religious and ethnic communities to inform and provide awareness of the diverse employment
opportunities in the AFP.
The Australian Sudanese (AuSud) Media Project, supported by the Australian Research Council, is
run by the Centre for Advanced Journalism at the University of Melbourne, with industry partners the
Australian Broadcasting Corporation (ABC) and the Australian Multicultural Education Services.
This training initiative aims to provide the Sudanese community with the necessary skills to have a
greater voice within mainstream journalism.
Many ABC staff have contributed to the project as trainers, guest presenters, tour hosts and mentors.
The ABC helped to develop an eight-week journalism pilot training program in 2010, which included
mentoring from ABC journalists. It was followed by two further
12 week training programs from September 2011–May 2012 and further mentoring. More than 140
members of the Victoria’s Sudanese community participated in three community consultation forums
of the project. The ABC is continuing its involvement until the project’s completion in December 2013.
The Living Murray program of the Murray-Darling Basin Authority (MDBA) is a joint initiative of the
Australian Government and the state governments of New South Wales, South Australia and the
Australian Capital Territory to restore the health of the river and the six iconic sites of the Murray River.
Through collaboration with the Australian Bureau of Statistics and the Australian Bureau of Agricultural
and Resource Economics, the MDBA researched the cultural demographics of the Murray-Darling
Basin when designing its Stakeholder Engagement Strategy.
The information provided by these agencies indicated that migrants and other Australians from diverse
backgrounds who live and work in the Basin are concentrated in small to medium sized agri-business.
It indicated that engaging with community groups, as well as industry bodies and environmental
groups, would be an effective way to ensure their participation in the consultative process.
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Profile: Australian Securities and Investments Commission
The Australian Securities and Investments Commission (ASIC) developed the Credit and Debt
Campaign to provide financial literacy and education for newly arrived communities, particularly from
Australia’s Onshore Humanitarian Program.
The agency conducted 63 information/education forums across Australia with settlement services
providers and people from culturally and linguistically diverse communities. Forum topics included
credit and debt, general financial literacy and the new credit regime. Each forum provided
opportunities for feedback on the campaign and assisted in the development of tools, literature and
the agency’s MoneySmart website.
ASIC also consulted with financial services industry bodies and the consumer sector including the
Australian Superannuation Funds Association, Centrelink, ATO, Financial Planning Association,
Financial Literacy Board and Financial Literacy Foundation.
The educational kit will assist settlement workers with client orientation around money management
and financial literacy in Australia. The kits, available on the MoneySmart website, include a range of
tools and resources including activity sheets and translated fact sheets, as well as visual and audio
aids.
In November 2011, the agency commissioned a survey to determine usability feedback and utilisation
statistics of the MoneySmart site, its tools and literature. ASIC also gains feedback through regular
meetings with industry and service provider stakeholders, as well as an outreach program which
undertakes offsite visits with community clients.
To ensure that its services continue to meet the needs of diverse clients, ASIC has strong working
relationships with three national bodies – the Settlement Council of Australia, the Refugee Council of
Australia, and FECCA. The agency is also well networked with local settlement services in all states
and territories.
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Third key principle: accountability
Australian Government departments and agencies acknowledge the value of feedback from their
stakeholders and clients. They also recognise effective accountability comes from reliable
two-way communication with clients and stakeholders.
These examples demonstrate that notions of ‘accountability’ are both internal and external to the
organisation. Importantly, good accountability leads to improved program and service delivery and is
integral to access and equity.
Effective and transparent reporting and review mechanisms
The principle of accountability ensures effective and transparent reporting and review of government
services and programs includes people of all cultural and linguistic backgrounds, and responses to
community concerns are appropriately provided.
Good practice examples:
The Supporting people with cancer grant initiative of Cancer Australia aims to reduce the burden of
cancer by helping community organisations improve the coordination, accessibility and development
of quality cancer support networks. Nearly one half of the 2012 grants provided funding for programs
to support clients from culturally and linguistically diverse backgrounds. In 2011–2012, the initiative
was externally evaluated, including consultations with consumers, and was found to have met its twin
objectives to facilitate the empowerment and support of consumers, and address the needs of target
groups.
Managed by the Department of Families, Housing, Community Services and Indigenous Affairs,
the Family Support Program (FSP) took effect from 1 July 2011. All FSP providers are required to
have published procedures in place to receive feedback on their services including the use of the
Telephone Interpreter Service. In particular, the Vulnerable and Disadvantaged Client Access Strategy
and Family Relationship Services for Humanitarian Entrants support culturally and linguistically diverse
clients.
The Private Health Insurance Ombudsman is a small agency which provides assistance to, and
reviews engagement with, diverse consumers primarily through third parties or via their website. The
agency’s 2011 Annual Report showed that more than 90 per cent of consumers were satisfied with the
website’s ease of use and visual appeal. More than 80 per cent were satisfied with the location and
quality of information, including access to translated material which meets the needs of their changing
client group.
The Diversity Awareness Program of the Australian Sports Anti-Doping Authority broadens the
agency’s programs around its athlete client base, taking into account issues of cultural and linguistic
diversity. As a result, policies, procedures and guidelines are updated to reinforce the agency’s
various diversity awareness messages.
The Department of Immigration and Citizenship Global Feedback Unit provides an online avenue
for clients to provide feedback about departmental services. All relevant information is available in key
languages. Monthly reporting ensures identification of trends emerging from the feedback. This online
avenue for clients’ feedback is supplemented by local client survey initiatives which are often provided
in clients’ first languages.
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In 2010, the Australian Federal Police established an internal Diversity Council, which is chaired by
the Chief Operating Officer who reports directly to the AFP Commissioner. Council membership
includes representatives of the AFP Diversity Networks, incorporating culturally and linguistically
diverse groups, women, Aboriginal and Torres Strait Islanders, gay, lesbian, bisexual, transgender and
intersex communities, people with disabilities, and religious and spiritually diverse groups.
The Ethnic Consumer Engagement Strategy program conducted by the Office of the Migration
Agents Registration Authority (MARA) has brought positive outcomes and increased engagement
with consumers from various cultural and linguistic backgrounds. MARA’s aim is to increase consumer
protection and awareness about the need to use a migration agent who is registered in Australia.
MARA has translated its consumer guide into 24 community languages. It delivers presentations to
stakeholders who work with consumers of immigration advice services and provides media releases
translated into relevant languages to warn consumers of sanctioned agents. It also conducts
interviews with ethnic radio stations which are then made available on the internet. MARA welcomes
online feedback from consumers with assistance of interpreting services, and arranges translation for
written complaints lodged in other languages.
IP Australia maintains a Client Feedback Management System. In those cases when a language
barrier prevents the individual from entering the information, the Service Centre staff undertake the
task on behalf of the individual. IP Australia is a quality certified organisation, and implements a
process to review and respond to feedback as appropriate.
Independent Hospital Pricing Authority (IHPA) aims to improve access to public hospital services
throughout Australia. When inviting public submissions, IHPA provides assistance to facilitate
submissions from individuals and groups from diverse backgrounds.
In accordance with its Cultural Diversity Strategy 2009, the National Film and Sound Archive of
Australia ensures that acquisition programs place emphasis on breadth and inclusiveness as well as
acquiring works in their original language where possible.
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Fourth key principle: leadership
Departments and agencies recognise the value of collaborative approaches to program development
and delivery. National strategic approaches are as important as localised solutions to issues raised by
culturally and linguistically diverse clients.
In these examples, Australian Government departments and agencies share their experiences in
working with a range of stakeholders, including different levels of government to deliver the best
outcomes for all Australians.
Broad approaches to management of issues arising from Australia’s
cultural and linguistic diversity
Building excellence, raising awareness and strengthening relationships are all important aspects of
leadership under the previous Access and Equity Strategy and Framework. Agencies can also
promote leadership by working together more closely to address issues related to cultural diversity and
ensure that their programs and policies encourage the participation of people from all backgrounds.
Good practice examples
The Volunteer Management Program, managed by the Department of the Prime Minister and
Cabinet, aims to support social inclusion through volunteering. Funding of $5.5 million has been
approved for 2012–13 to support 50 Volunteer Resource Centres across Australia. The program aims
to increase community awareness of the importance of volunteering and its contribution to social
cohesion. At biannual forums and other consultations, centres also discuss policy measures and
strategies to overcome barriers which may limit the volunteering involvement of clients. As a result,
many centres develop programs and projects dedicated to supporting the specific needs of culturally
and linguistically diverse clients and provide annual performance reports.
The National Awards for Local Government recognise, reward and promote the innovative work of
local governments across Australia. This program, administered by the Department of Regional
Australia, Local Government, Arts and Sport, includes the Strength in Diversity Award, sponsored
by the Department of Immigration and Citizenship. The award recognises local initiatives that promote
the benefits of, and/or respond to, challenges arising from migrant settlement and Australia’s cultural,
linguistic and religious diversity.
The Australian Institute of Family Studies’ clearinghouses produce and publish a range of targeted
resources to assist good-practice efforts by organisations that provide services, including to
disadvantaged or marginalised children, families and communities. For example, the Australian Family
Relationship Centre disseminates research information to organisations that supply services for
diverse families and has published a recent resource Enhancing access to family dispute resolution for
families from CALD backgrounds.
The Department of Infrastructure and Transport implements the National Urban Policy which was
released in May 2011, and incorporates the annual State of Australian Cities report and Creating
Places for People - An Australian Urban Design Protocol. The policy recognises cultural diversity is a
key characteristic of urban populations as the majority of all overseas-born residents in Australia live in
the major cities. Both the development and implementation of these projects are undertaken in
collaboration and consultation with other Australian Government departments, state, territory and local
governments, industry and community stakeholders.
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During 2010–2011, Cancer Australia, in partnership with Cancer Voices Australia, developed the
National Framework for Consumer Involvement in Cancer Control. More than 500 stakeholders from
50 organisations, including culturally and linguistically diverse groups, were consulted during the
development phase. As a result, one of the core principles identified in the framework is respect and
acknowledgement for cultural, social and geographical diversity. The Framework is being widely
distributed to professional bodies, consumer organisations, cancer organisations as well as
government and non-government organisations.
The National Library of Australia is involved in several collaborative projects to significantly improve
public access to online information about Australia and Australians. It also effectively engages with
National and State Libraries Australia to progress ambitious projects. For example, in partnership with
a variety of stakeholders, the NLA manages an ongoing Community Heritage Grants program to fund
a variety of community, indigenous and multicultural groups to help preserve their nationally significant
cultural heritage collections.
The Office of the Australian Information Commission (OAIC) and the Australian Human Rights
Commission have established a joint Workplace Diversity Committee to promote knowledge and
awareness of diversity in the OAIC’s day-to-day activities. The committee runs a calendar of events to
further recognise and promote cultural diversity and strengthen social cohesion.
People from culturally and linguistically diverse backgrounds make up approximately 22 per cent of the
Australia Post workforce and represent some 65 languages and 135 countries. Australia Post
partners with several organisations to promote social cohesion. For example, the Australia Post
Community Inclusion Partnership with the Australian Football League aims to promote the benefits of
social inclusion and diversity in communities, and includes sponsoring the Australia Post Multicultural
Schools Cup.
Attorney-General’s Department has policy responsibility for a range of family law services under the
Family Support Program. As part of research and analysis on this program, access by culturally and
linguistically diverse clients continues to be reviewed. The FSP requirements state that organisations
funded through this program are required to “work to ensure their sensitivity and accessibility to any
people who face real or perceived barriers to receiving assistance whether on the basis of (a number
of qualities including) race, creed, language or ethnic background…”
Recently, the department assisted with a Family Law Council report, Improving the Family Law
System for Clients from Culturally and Linguistically Diverse Backgrounds.
Training is provided within the Australian Sports Anti-Doping Authority (ASADA) to enhance
leadership capability and increase diversity awareness. The diversity awareness message is
reinforced through updating policies, procedures and guidelines. ASADA also continues to work with
other agencies to further develop their commitments and encourages participation in anti-doping
education programs from diverse groups.
The Language, Literacy and Numeracy Program administered by the Department of Industry,
Innovation, Science, Research and Tertiary Education is the government’s primary program for
helping eligible job seekers to improve their language, literacy and numeracy (LLN) skills. The majority
of clients are from a culturally or linguistically diverse background.

The Brush Up Your Skills course was tailored for clients who were identified as the
key target groups by Centrelink, a partner agency, in response to current immigration
trends.
30

DIISRTE’s Workplace English Language Literacy program assists workers with low
literacy levels to improve their LLN skills so that they can better participate in
employment and training activities.
Australian Human Rights Commission initiated an Agenda for Racial Equality
2012–2016. The consultation process involved submissions from a wide range of individuals and
organisations. It identified the agenda’s aims and priorities based on existing needs and concerns as
raised by individuals and groups from culturally and linguistically backgrounds. This information will be
used to inform policies and provide sector leadership.
The National Gallery of Australia respects diversity and operates a number of educational and
learning programs aimed at specific groups in the community. The gallery also has a special room to
provide visitors the opportunity to engage with art of their culture which is not on public display.
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Profile: Office of the Fair Work Building Industry Inspectorate, operating
as Fair Work Building & Construction, and the Office of the Fair Work
Ombudsman
The Culturally and Linguistically Diverse Communications program of Fair Work Building and
Construction (FWBC) ensures that relevant workers in the building and construction industry
understand their workplace rights and responsibilities. FWBC understands that culturally and
linguistically diverse workers have been identified as more vulnerable to exploitation than other
workers in the building and construction industry, and recognises the importance of addressing their
special needs.
The aim of the strategic framework is to build greater awareness of workplace rights and encourage
information seeking behaviour among culturally and linguistically diverse audiences. The focus is to
ensure workers are aware of their rights and responsibilities, including the payment of correct wages
and entitlements reducing their vulnerability to exploitation.
In the 2011–12 financial year, FWBC held community consultations with communities across Australia
to understand the critical workplace issues facing these workers in the building and construction
industry. The consultations identified the following issues:




language barriers
limited understanding of Australian cultural norms
fear of authority organisations such as government
lack of workplace rights awareness and where/how to access information.
In 2012–13, FWBC will deliver tailored information in-language to workers to address these issues and
ensure they are aware of their workplace rights and responsibilities.
The Agency Collaboration Project was a 2011 joint initiative between the corporate services areas of
FWBC and the Office of the Fair Work Ombudsman (FWO) to share diversity policies, training and
plans. The project goal was to build the knowledge and skills of FWBC employees to be responsive to
the needs of other employees in the agency as well as clients from culturally and linguistically diverse
backgrounds. Representatives from FWBC and FWO continue to meet on a regular basis.
32
Part 2: Access and equity: state, territory and local
governments
State, territory and local governments endeavour to incorporate access and equity principles into their
policies, programs and services. Under the Australian Government’s Access and Equity Strategy and
Framework, these sectors are not obliged to report. The examples which have been provided for the
2010–2012 reporting cycle are a small sample of how these sectors provide responsive government
services to culturally and linguistically diverse clients.
State and Territory Governments
Australian Capital Territory Government
In response to issues raised in a November 2011 community roundtable, the Australian Capital
Territory Government established the Work Experience Support Program to provide work experience
in an Australian office environment for culturally and linguistically diverse community members. The
program also provides support to participants who apply for employment in offices.
The ‘Work Experience Support Program’ was an outcome of the November 2011 roundtable in
Canberra which identified barriers such as lack of relevant work experience in Australian workplaces
and access to ongoing work readiness training.
The program is advertised on the Community Services Directorate website, the Multicultural eNews
email list, multicultural community group newsletters and email lists. In addition to informal feedback,
participants complete a formal evaluation at the end of each stage of the program.
The Office of Multicultural Affairs staff undertake standard cultural awareness training as part of the
orientation process and have access to the internally produced ACT Cultural Dictionary and Directory.
The ACT Government supports a number of community organisations to provide programs and
projects aimed at strengthening social cohesion within the ACT. Such community groups include:

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the Migrant and Refugee Settlement Service
Multicultural Youth Services
Multicultural Women’s Advocacy of the ACT
Companion House
the Canberra Multicultural Community Forum.
New South Wales Government
The New South Wales model of multicultural governance comprises a framework of state legislation
which supports the development of policy and planning, and leads to the delivery of programs and
services that include all members of the community.
This framework is overseen by the Community Relations Commission, which has legislated
responsibilities to assist and assess the multicultural implementation of New South Wales Government
agencies.
33
In detail, the multicultural program in New South Wales includes:
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multicultural principles that are enshrined in state legislation, with the responsibility for
their implementation delegated to the chief executive of each public authority
a central agency (the Community Relations Commission) charged with oversight of
the multicultural program within New South Wales Government agencies, and with
direct reporting line to either the Premier or minister
a multicultural governance program, known as the Multicultural Policies and Services
Program (MPSP), to support planning, resourcing and implementation of programs
and services for public authorities
a requirement for all New South Wales Government agencies to report on
implementation progress against their multicultural plan through their Annual Reports
a central agency (the Community Relations Commission) to assist and assess
agencies on implementation of their multicultural plan, and produce an annual report
to state parliament.
In February 2012, the New South Wales Government extended accountabilities on Directors General
of all Principal Departments to increase coordination and communication for the multicultural planning
and strategic response for the ‘key agencies’ within their cluster. ‘Key agencies’ are identified, based
on their functions and the importance of their programs in servicing the culturally diverse society of
New South Wales and in carrying forward the multicultural objectives of the state.
Directors General are also required to provide an annual account to relevant ministers on the
multicultural performance of all agencies within the cluster and any recommendations for reform based
on advice from the Community Relations Commission resulting in greater ministerial oversight and
support for the MPSP.
In March 2012, the New South Wales Premier launched the state’s Multicultural Advantage Action
Plan 2012–2016 which expresses the government’s commitment to foster respect and unity, celebrate
and grow the value of multiculturalism as an asset, and expand opportunities for participation of all
people living in New South Wales.
The Community Relations Commission is conducting an inquiry into the trafficking of people for the
purposes of exploitation in various forms of employment, including women in the local sex industry.
The inquiry combines a theoretical approach with a focus on practical manifestations of exploitation
and immigration in order to develop the best recommendations for action to address the problem. The
commission called for public submissions (which closed in August 2012), as well as input from state
Government agencies about their current programs and research, Commonwealth agencies,
consulates and community organisations.
The Department of Education and Communities continued its Refugee Transition Program which
operates in a number of schools with a high refugee student enrolment. The program supports
students from refugee backgrounds during their transition from intensive English language programs
into the mainstream school system. The program also aims to help students plan their transition from
school to further education, training or employment.
An example of how the government consults with communities about a specific program is the South
West Sydney Project, which addresses concerns about safety, perceptions of crime and government
accountability in south west Sydney. The Commission held four community consultations across the
six local government areas (Canterbury, Bankstown, Auburn, Parramatta, Holroyd and Fairfield) during
34
September 2012. More than 680 community organisations and local residents were able to express
their concerns about safety in their local areas, speaking directly to the 42 local police officers from
nine Local Area Commands who attended the different forums.
The New South Wales Diversity Health Institute Clearinghouse online gateway enables clients to
obtain accessible health information. The gateway contains searchable databases on multicultural
health information, including translated resources, reports research, events and training. During 2010–
11, the site received an average of more than 4035 visits per month – a 27 per cent increase over the
previous year. The clearinghouse team also provided more than 80 information searches per month in
response to enquiries from clients, including health service providers, carers and consumers.
The Cancer Institute New South Wales Innovation Grants 2012 program provided grants to address
myths and misconceptions about cancer in culturally and linguistically diverse communities and to
reduce the stigma often associated with cancer. The program led to many projects which strengthened
relationships between and among vulnerable communities. A theatre-based project, led by the
Multicultural Health Service, South Eastern Sydney Local Health District, developed, produced and
filmed three community plays exploring cultural attitudes to cancer.
Northern Territory Government
The Northern Territory Government established the Shared Usage Incentive Scheme in response to a
demonstrated need for greater availability of facilities for multicultural community organisations. The
program provides funding for grants up to $10 000 which can be used for the maintenance and repair
of an organisation’s facility and venue hire. The program strengthens the multicultural society in the
Northern Territory because it allows smaller groups to conduct cultural events and celebrations without
the prohibitive costs involved with maintenance and repairs.
The Office of Multicultural Affairs in the Northern Territory consulted with a variety of multicultural
community organisations as part of the Shared Usage Incentive Scheme. The consultation process
included workshops, information sessions and meetings at which interpreting services were made
available and information was delivered in an accessible way for the audience. The Office also
provides multicultural awareness training for staff.
The Department of the Chief Minister of the Northern Territory and Charles Darwin University provide
the Charles See Kee Leadership Scholarship specifically aimed to assist students who have been
resettled in Australia as a humanitarian or refugee entrant to undertake study which furthers
employment and leadership outcomes.
The Charles See Kee Leadership Scholarship was established in 2011 to assist students who
resettled in Australia as humanitarian entrants. In 2012 the recipient was Mr William Tamba who
resettled in 2004 from Liberia. Mr Tamba is an active member of the Africa-Australia Friendship
Association in the Northern Territory, and currently enrolled in a Graduate Diploma of Teaching and
Learning at Charles Darwin University.
In 2009, the Northern Territory Government’s Office of Multicultural Affairs conducted a review of its
multicultural policy, Building on the Territory’s Diversity. The review aimed to investigate the continuing
relevance of the four principles of the Territory’s multicultural policy: valuing diversity, fair access,
encouraging participation and mutual respect. The review sought submissions from a broad crosssection of the community to be incorporated into the updated policy.
35
Queensland Government
The Queensland Government’s Multicultural Queensland Partnerships Program offers grants to assist
eligible organisations deliver projects and events that aim to:



strengthen multiculturalism
foster harmonious community relations and participation
build community capacity; including improved access to services in Queensland.
In 2011–12, the Queensland Government allocated funding of $1 million to a total of 174 events and
projects.
The Queensland Multicultural Policy: A multicultural future for all of us and Multicultural Action Plan
2011–2014 were released in July 2011. At the centre of the policy is a commitment to several
principles, including equitable access to the services of the state for all Queenslanders.
The Queensland Government provides safety information to communities through the Multicultural
Affairs and Surf Life Saving Queensland program On the Same Wave. This initiative promotes water
safety messages in 23 community languages to address over-representation of drownings among
diverse language groups. In 2011, this initiative delivered 270 classroom information sessions and 37
on-beach sessions to more than 21 000 participants from target groups.
Multicultural Affairs Queensland (MAQ) initiates and supports a range of events throughout the year to
promote the benefits of an open and inclusive multicultural society. All events sponsored by MAQ,
including the Queensland Multicultural Festival and the Queensland Multicultural Awards, are
underpinned by feedback from culturally and linguistically diverse clients and stakeholders.
The Local Area Multicultural Partnerships Program supports Queensland local governments to
increase cultural competency in the workforce, and aims to ensure staff are able to provide high level
services to clients regardless of their cultural or linguistic background. One example of the partnership
program is the 2012 Living and Studying in Cairns Guide for international students which promotes
Cairns as a student-friendly city and assists international students to access appropriate services.
South Australian Government
The South Australian Government, through the South Australian Multicultural and Ethnic Affairs
Commission (SAMEAC), sought to further encourage volunteering among ethnic communities and to
tap into the organisational expertise of established clubs and associations. Partnerships among
emerging communities and service clubs, such as Lions and Rotary, supported the sharing of
governance skills, English language development and other community building practices.
To promote the development of open communication and good relationships with culturally and
linguistically diverse communities, Multicultural SA produces and distributes a multicultural calendar to
state government agencies, schools and local councils throughout South Australia. The calendar lists
days of national significance for both Australia and overseas, as well as major religious festivals and
other widely observed special dates.
The South Australian Government and South Australian Multicultural and Ethnic Affairs Commission
collaborate to expand and maintain communication channels with ethnic communities in both
metropolitan and country South Australia.
36
SAMEAC has established three Regional Advisory Committees with representatives from multicultural
communities, service providers, government agencies and non-government organisations. These
committees identify regional issues and concerns, and provide a channel for regional clients, including
culturally and linguistically diverse communities, to communicate with SAMEAC. SAMEAC held
community consultations in Mt Gambier, Berri, Whalla and Elizabeth, which provided insights about
ethnic communities’ achievements and concerns.
Multicultural SA, in partnership with the South Australian Office for Women and Technical and Further
Education, South Australia, managed an ethnic women’s leadership training course, attended by
women from a wide variety of cultural and linguistic backgrounds. The course was well attended, and
the positive feedback indicated that it benefited the participants in substantive and practical ways.
Tasmanian Government
The Tasmanian Government Work Placement Program aims to introduce new migrants and former
humanitarian entrants to the Australian work culture, and promote workplace cultural diversity within
the Tasmanian State Service. Participants undertake work experience in a state service agency,
government business enterprise or local council over a three-week period. The program helps
participants to obtain work experience, gain exposure to Australian workplace culture, learn how to
apply for jobs and secure referees, and establish workplace networks and contacts.
The Tasmanian Government recently completed a review into the accessibility of its services for
former humanitarian entrants. The ‘Better Access to Government Services for Former Humanitarian
Entrant Report’ contains five whole-of-government and 31 agency specific recommendations aimed at
strengthening access to Tasmanian Government services.
The Tasmanian Government emphasises the importance of cultural awareness training, which is
integrated into the Work Placement Program during pre-placement orientation sessions. In addition,
specialist staff are available during the placement to provide support to supervisors or participants
regarding cross-cultural communication issues.
Feedback on the Work Placement Program was obtained through an evaluation conducted with
supervisors and participants at the end of the placement. A clear majority of participants indicated that
the placement was worthwhile and useful.
The Tasmanian Department of Premier and Cabinet consulted widely with other state government
agencies as part of the Better Access to Government Services for Former Humanitarian Entrants
program. Additional consultations engaged with:
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

former humanitarian entrants through settlement service providers
the Multicultural Council of Tasmania
multicultural organisations with a particular focus on new and emerging communities
regional service provider forums.
The department employs staff with appropriate cross-cultural skills, including a Principal Liaison
Officer for Multicultural Communities, who led the review of Tasmanian Government services for
former humanitarian entrants.
The Department of Premier and Cabinet supports a number of festivals and events aimed to promote
appreciation of cultural diversity and reduce racism. It also funds the Migrant Resource Centre to
deliver cultural awareness training to government, business and community organisations.
37
Victorian Government
The Victorian Government’s Refugee Action Program aims to empower refugee and humanitarian
groups to fully participate in and engage with their local communities and access existing services. It
also serves to allow communities to plan and implement community-owned responses. The program
facilitates local capacity and improved settlement outcomes through community advocacy, accessible
services and increased opportunities to participate fully in the life of the community.
The Multicultural Language Services Program aims to improve access to government services and
information for multicultural communities by providing language services. Projects funded under the
program include:

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

an interpreter training and professional development courses in both metropolitan and
regional areas
an interpreter scholarship program
a training course for bilingual workers
development of the Victorian Government’s policy and procedures on interpreting and
translating and investigating best practice in multilingual web publishing.
The Victorian Multicultural Commission's Community Grants Program assists culturally and
linguistically diverse communities, particularly new and emerging communities, to develop self-reliance
and participate in and influence their local communities. This program serves to bring communities
together to share and celebrate cultural diversity by providing an opportunity for dialogue.
Democracy, multiculturalism, citizenship, tenancy issues, safe driving, employment rights, family and
youth issues, powers of the police and the responsibilities of citizens are just some of the topics of
Victoria’s ‘Rights and Responsibilities Seminar Program’.
The Rights and Responsibilities Seminar Program is managed by the Office of Multicultural Affairs and
Citizenship within the Victorian Department of Premier and Cabinet. It was initiated in response to
community requests for more accessible information about living in Victoria. The seminars are
designed to inform newly-arrived migrants and refugees of their rights and responsibilities as residents
of both Australia and Victoria. Over four years from 2011 to 2015, it is anticipated that 185 seminars
will be delivered.
Western Australian Government
Culturally and linguistically diverse communities frequently experience barriers accessing grants and
as a result they are under-represented as funding recipients. This reveals a need to address:


communities’ access to information and development of skills to apply for funding
cultural competencies of agencies to ensure that information and processes are
accessible.
Through its Community Engagement Strategy, the Office of Multicultural Interests (OMI) established a
network of government funding agencies to focus on funding support for diverse communities and
associated community development needs. This resulted in one regional and two metropolitan funding
forums which attracted approximately 200 people from a diverse range of communities. The forums
aimed to improve grant outcomes, increase writing skills, promote available funding options and raise
awareness among government agencies of best practice in responding to the funding needs of
culturally and linguistically diverse communities.
38
Access to funding is an important step towards independence and self-reliance for culturally and
linguistically diverse communities and contributes to successful settlement. The ability to secure
funding and resources enables organisations to advance community participation in social, economic
and cultural life.
OMI also initiated a series of Community Grants Program (CGP) grant writing workshops in
June 2012. The workshops ran approximately four weeks prior to the closing date of each grant round
and targeted organisations planning to submit a CGP application.
Complementing this strategy was the development of DiverseWA which aims to increase the cultural
competency skills of staff of the Western Australian public sector and local government authorities to
better understand and engage with community members from culturally and linguistically diverse
backgrounds.
39
Local government
Brimbank City Council and Maribyrnong City Council
The Brimbank Maribyrnong Interfaith Network is a joint initiative between Brimbank City Council and
Maribyrnong City Council, supported by the Victorian Multicultural Commission and Victoria Police, to
promote interfaith and intercultural initiatives. The network has 205 members, including 12 elected
committee members who represent different communities.
The network aims to:
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represent the diversity of faiths within the two cities
build trust between communities of different faiths and beliefs
undertake activities that focus on hospitality and promote interaction and
understanding between individuals and communities of different faiths
practise awareness and inclusivity of all age groups with particular attention paid to
young people
identify, discuss and contribute toward solutions to mutually identified social problems
and issues
provide advice to local councilors and staff on promoting social and religious
harmony.
The network was established to acknowledge the diversity of both municipalities and to promote
opportunities for different faith groups to meet and start an interfaith dialogue. This fosters more
inclusive and harmonious communities.
The network improves settlement prospects of migrants by offering a safe place to learn about and
participate in multiculturalism through face-to-face relationships.
Strong leadership was shown by the collaboration between community leaders and Victoria Police at
more than 100 faith-based community events.
Moreland City Council
The Moreland Multicultural Policy 2011–2015 is a whole-of-council policy which guides the planning
and delivery of the council’s multicultural initiatives, strategies and projects. It identifies council
commitments and priorities and outlines its commitment to work in partnership with communities and
organisations to foster multiculturalism, equity and social cohesion. Council initiatives included
diversity training sessions, a bilingual Language Aides Program and convening and sustaining the
local Multicultural and Settlement Services and Interfaith networks.
City of Greater Dandenong
In 2010, following a two-year comprehensive community consultation process, the City of Greater
Dandenong Council identified and implemented 12 community priorities which are reflected in the
council’s Community Plan – Imagine 2030.
The revised council framework and new Consultation Policy and Guide ensure that access and equity
are priority factors in future consultations. After researching the difficulties in providing high-quality
interpreting services to its ageing, diverse population, the council decided to provide an in-house
40
interpreting service to clients, family members and carers, expanding to members of the public when
accessing library services and community events. The interpreter speaks Vietnamese, Mandarin and
Cantonese — languages which are in considerable demand in the community. The creation of a
dedicated interpreter position allows the council to provide more responsive services and allows for
real-time feedback about the quality of those services.
City of Boroondara
In 2011, the City of Boroondara recognised its growing Chinese-speaking population (the China-born
population of the city is the fourth largest in Victoria), and developed the Chinese Residents’ Kit. The
kit provides council and community information and forms part of a pilot Chinese communications
strategy. The council devised a set of bilingual cards for the kit which provide information about council
services, planning and building regulations and key local community services. The kit’s design allows
additions and alterations to be easily made and the kit has since been translated into Greek, Italian
and Vietnamese, thereby broadening its reach into communities.
City of Darebin
The City of Darebin’s Equity and Inclusion Policy 2011–15 and Inclusion Planning and Audit Tool are
examples of a rights-based approach to the design and implementation of programs, services and
policies to more effectively address barriers to inclusion. The Equity and Inclusion Policy, which will be
implemented through a number of action plans, directly addresses social inclusion and diversity
considerations.
Maribyrnong and Moonee Valley Councils
The Maribyrnong and Moonee Valley Local Learning and Employment Network supports the
Braybrook Family Inclusive Language and Learning Support Program. The program aims to provide a
whole-of-family approach to literacy and learning support, particularly for families from refugee or nonEnglish speaking backgrounds. Projects include adult literacy programs, homework assistance and
early years story time which are co-located and offered simultaneously. The program was developed
in response to issues raised by local culturally and linguistically diverse families. More than 50 families
have used the program, which involves the volunteer support of the wider community and allows for
access to a broad social network and engagement with other community organisations and services
based at the same local centre.
Yarra City Council and City of Port Phillip Council
A partnership initiative between Yarra City Council and City of Port Phillip Council led to the
development of a cross-cultural communication DVD resource – Across All Cultures. This DVD was
developed specifically for local government workers. It demonstrates the skills required to
communicate and consult effectively with people from diverse cultural and linguistic backgrounds. The
resource can be used as a cross-cultural training tool for other community organisations.
City of Whittlesea
The City of Whittlesea’s Community Cultural Development Department and Multicultural Unit
organised and led a Welcome Expo event. The expo maximises opportunities for local residents from
diverse backgrounds to learn about the services available to them, and better understand how local
government works. It enables residents to visit the council, ask questions and move around freely to
41
foster a sense of belonging. The expo focused on civic participation and encouraging community
participation.
Brimbank City Council
The Community Planning and Development department at the Brimbank City Council developed a
series of cross-council interactive tours called Living in Your Neighbourhood, targeting newly-arrived
refugees and humanitarian residents. This practical program was established in response to evidence
that refugee and humanitarian groups were unaware of the functions of the different levels of
government in Australia. As a result, these groups were not aware of local government services and
programs in the area. The Council formed a partnership with local language school providers and
Victoria University to ensure that the needs of residents were addressed and customised in the
development and structure of the program.
Knox City Council
Knox City Council consulted with culturally and linguistically diverse individuals and the Multicultural
Advisory Committee throughout 2011 to develop its first Multicultural Strategic Plan. The plan includes
five key areas:
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strengthen community engagement with people of diverse cultures through effective
communication and information provision
create opportunities that build and support social cohesion in Knox
explore and implement initiatives that assist and retain skilled migrants in Knox
enhance service planning, development, and increased responsiveness to the
identified needs of migrants and refugees
advocate on issues that affect migrants and refugees in Knox.
Over the past three years, the council has collaborated with Migrant Information Centre, Centrelink,
Ethnic Communities’ Council of the South East and the local Lions Club in a project led by Swinburne
TAFE to run an employment forum for newly arrived migrants and refugees .
Greater Shepparton City Council
In 2012, the Greater Shepparton City Council launched the Cultural Diversity and Inclusion Strategy
2012–2015. The key strategic directions include:
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engagement, communication and education
partnership
leadership
celebration
advocate
services.
During the community consultation stages, individual meetings took place with leaders of the Afghani,
Congolese, Iraqi and Sudanese communities, as well general consultations with the Filipino, Indian,
Macedonian, Maltese, Sri Lankan and Turkish communities. The consultations revealed noticeable
differences between the needs of more established, and new and emerging communities. A draft of
the strategy was summarised into seven languages and available for public consideration, including a
public forum. The final key strategic directions were presented as posters and translated into eight
languages.
42
To help implement the strategy, cross cultural training is now compulsory for all council staff. The
action plan outlined in the strategy will be reviewed annually by the Cultural Development Officer, in
consultation with community and service providers to encourage community members to provide
feedback about the strategy’s effectiveness in meeting their interests.
43
Part 3: Access and equity: the communities’ voice
Background
Community feedback is fundamental to identify barriers faced by Australia’s culturally and linguistically
diverse population when accessing equitable government services. In 2010–12, FECCA held
community consultations across Australia to examine access and equity to government services.
In 2010–11, FECCA conducted face-to-face community consultations in Queensland (Brisbane), New
South Wales (Campsie), Northern Territory (Darwin) and Victoria (Fairfield, Melbourne and Mildura)
which were attended by more than 250 community members and service providers. FECCA also
developed an online survey which received 95 responses from community members and service
providers. To ensure the accuracy of the information provided, and for further consultations, FECCA
consulted via telephone with key community representatives, service providers and government
agencies. Key findings of this consultation process were captured in Access & Equity FECCA Report
2010–2011: The Quest for ‘a Level Playing Field’.
In 2011–12, FECCA held face-to-face community consultations in New South Wales (Wagga Wagga),
and Tasmania (Hobart). Fewer consultations took place than in previous years in order for FECCA to
conduct community consultations to assist the Inquiry into the Australian Government’s Access and
Equity Strategy. The online survey received 62 responses from community members and service
providers. Key findings of this consultation process were included in FECCA Access and Equity
Report 2011–2012: Opening the door to access and equity. Where relevant, the report included
feedback from the face-to-face community consultations undertaken by FECCA for the Inquiry into the
responsiveness of Australian Government services to Australia’s culturally and linguistically diverse
population.
Outlined below are some key insights and feedback arising from these consultations.
Employment
Employment is an important tool in fostering belonging and participation in the Australian economy
and society. The FECCA consultations highlighted that culturally and linguistically diverse communities
continue to experience a range of barriers to access and equity in employment, including:
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a lack of recognition of overseas qualifications which could be addressed through
innovative skills recognition by employment service providers
a lack of Australian work experience, which could be addressed through targeted
initiatives to facilitate equitable Australian work experience
discrimination, which calls for the strengthening of Australian policies and practices in
relation to a respectful workplace culture
limited English language proficiency and literacy skills, which could be addressed
through flexible and culturally competent English language education programs.
These barriers may be compounded by the demands of settlement and exacerbated for groups
experiencing multiple disadvantages, including:
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refugees and other survivors of torture and trauma
new and emerging communities
temporary visa holders
44
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people with disability
people living in rural and regional locations.
Cultural competency was identified as a key means of enhancing access and equity in employment
service provision. Cultural competency within employment service providers such as the Job Services
Australia network could be improved through:
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expansion of ethnic specific providers
introduction of compulsory cultural competency training for all staff
strengthened engagement with local Ethnic and Multicultural Communities’ Councils
and relevant communities
employment of more bilingual and multicultural workers.
More broadly, in order to promote access and equity to employment for culturally and linguistically
diverse clients, participants called for enhanced employment opportunities for these job seekers, such
as through:
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targeted employment policies within private corporations
more training opportunities
innovative ‘learn to drive’ initiatives
strengthened government, service provider and community collaboration in the
provision of self-employment opportunities
provision of clear, practical and targeted knowledge about employment processes.
Health
The consultations highlighted a range of barriers experienced by communities in accessing health
services, including under-use of language services by health practitioners, many of whom appear to
be either unaware of or reluctant to access these services due to the cost or administrative burden
involved. As a result, some health practitioners rely on patients’ family members to translate or
interpret for them. This highlights the need for enhanced training opportunities to assist health
practitioners to understand the process of accessing these services, and build stronger relationships
between health and language service providers.
FECCA’s consultations pointed to limited cultural competency among some health practitioners as a
further barrier to access and equity. This could be addressed through:
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greater recognition among practitioners of diverse cultural understandings of health
and wellbeing
expansion of specific services
provision of more bi-cultural practitioners.
Participants also highlighted the need for more culturally sensitive information for diverse communities
about Australia’s health care system, available through a range of media including local community
sessions.
Finally, the consultations indicated a particular lack of awareness about the needs of culturally and
linguistically diverse clients in mental health care service provision. This was partially due to a lack of
understanding among some communities of the causes, effects and treatments of mental health
conditions, as well as the often high costs involved in accessing these services. These issues could be
addressed through:
45
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the expansion of ethnic specific mental health care providers
greater visibility for available providers
provision of more culturally appropriate information about mental health issues to
relevant communities.
Each of the barriers identified may be exacerbated for groups which experience multiple
disadvantages, such as temporary visa holders and clients living in rural and regional locations.
Housing
The consultations indicated that culturally and linguistically diverse communities continue to face a
range of barriers when seeking appropriate accommodation, including:
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shortage of available housing
shortage of appropriate housing, with many housing options unable to accommodate
diverse family structures, including large, extended, or multiple families
complex application processes, which can be problematic for clients from culturally or
linguistically diverse backgrounds without the rental history, references, bond money
or systems knowledge necessary to apply
perceived racial and other forms of discrimination.
Each of these barriers may also be exacerbated for specific groups experiencing multiple
disadvantages including new and emerging communities, single parents, people living in rural and
regional areas, women, young people, and aged individuals.
These factors can place culturally and linguistically diverse communities at particular risk of
homelessness. Individuals who do successfully secure housing can be at risk of eviction due to a lack
of understanding of their rights and responsibilities in the Australian public and private housing
markets. This can result in frequent relocation by some individuals and families, potentially leading to
financial and emotional stress, isolation, vulnerability, family conflict and breakdown.
In response to these issues, participants highlighted the need for more targeted homelessness
preventative measures for ethnic communities. They also called for the provision of clear, practical and
realistic information about housing in Australia communicated in a culturally and linguistically
appropriate manner. Such information should include emergency housing options, as well as rights
and responsibilities in the public and private housing markets, including those outlined in the relevant
tenancy act.
Settlement Services
Settlement services provide clients with an important introduction to Australian Government service
provision. However, FECCA’s consultations indicated that settlement services frequently operate in an
overburdened and under-resourced environment, highlighting the need for greater support to these
services to effectively meet the diversity of their clients’ needs.
Additional support could respond to the needs of new and emerging communities through not only
updates on communities currently in their areas, but also inclusion in the planning process for new
settlements. Supplemental support could contribute to the ongoing process of settlement, which
places demand on services far beyond the initial five years of settlement.
46
Specifically, rural and regional services were identified as requiring support to effectively respond to
the demands of increasing culturally and linguistically diverse settlement in their areas.
The consultations also highlighted the need for greater responsiveness by settlement services to the
needs of particular client groups, including:


temporary visa holders, who may require assistance to overcome cultural and
linguistic barriers, create networks and secure sustainable settlement outcomes
older migrants who settled in Australia some time ago and did not receive the
settlement support currently available.
Family and Child Services
The consultations suggested that there continues to be a lack of effective communication with
culturally and linguistically diverse communities about the availability of family and child services, and
rights and responsibilities under Australian family law.
In order to address this issue, participants called for greater information about:



family law
available family and child services
preventative education and awareness about family and child issues.
The consultations also pointed to limited cultural competency among family and child service providers
as a key barrier to equitable access by such clients. This highlights the need for family and child
services to develop a thorough understanding of the complexity of factors affecting culturally and
linguistically diverse communities, including diverse gender and cultural behavioural expectations of
women, men and children, demands of settlement, including sometimes significant cultural change,
and demands of living cross-culturally.
FECCA’s consultations identified ways in which these factors can affect the propensity of culturally
and linguistically diverse clients to access family and child services. The consultations also highlighted
the need for services to understand the possible settlement-related reasons for this client group to
experience family conflict.
Finally, the consultations pointed to a growing concern among communities of unsubstantiated family
intervention. Some attendees shared anecdotes of children removed from families without consultation
or full explanation.
In response to this issue, participants called for greater mediation between authorities, parents,
children and schools, as well as more culturally appropriate family counselling and other forms of
family and child support.
Safety and Policing
In recent years, there has been some progress in promoting access and equity principles to safety and
policing services. Federal and state policing agencies seek to raise their understanding of access and
equity issues, and increase the diversity of their workforces. However, FECCA’s consultations
indicated these services could be further enhanced through:
47


building trust-based relationships with communities to increase confidence in these
services
applying greater levels of responsiveness to cases of community unrest, which can
restrict access to vital services.
Education
FECCA’s consultations indicated that students from culturally and linguistically diverse backgrounds
often feel disengaged, confused and excluded from schools which negatively on attendance rates. In
order to address this issue, participants called for:



employment of more bi-cultural workers in schools
greater cultural diversity within the leadership of schools
greater recognition by schools of the increased support students from such
backgrounds may require.
In relation to non-protected New Zealand Special Category visa holders, the consultations highlighted
the particular barriers this group may face in accessing higher education, as they are not eligible for
some funding assistance towards their fees under the Trans-Tasman Travel Arrangement.
Ageing
The FECCA consultations pointed to limited cultural competency among some service providers which
deliver services to senior culturally and linguistically diverse clients as a key barrier for this group.
For example, the internet-based delivery model utilised in many Centrelink services was identified as
problematic for senior clients with limited digital literacy, while service delivery staff were identified as
requiring greater sensitivity to senior culturally and linguistically diverse clients’ language and hearing
difficulties.
The consultations indicated that this lack of cultural competency in the aged care sector results in
distress and isolation for many senior clients, leading many to opt for care by family members.
In order to address this issue, FECCA’s consultations indicated that service providers may need to
apply a greater level of responsiveness through:


greater use of language service providers and bi-cultural workers
targeted initiatives to encourage social interaction by such clients.
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Part 4: Future directions
As an indication of its commitment to access and equity, the government called for a strengthened
access and equity framework as one of the key initiatives in its multicultural policy, The People of
Australia.
An independent Access and Equity Inquiry Panel was announced by Senator the
Honourable Kate Lundy in November 2011. The panel received 136 submissions and undertook
several consultations. In June 2012, the panel delivered to government its final report, Access and
Equity for a multicultural Australia, which included 20 recommendations. The report is on the
Department of Immigration and Citizenship website at www.immi.gov.au/multicultural-access-equity.
The government's policy response to the panel's findings and recommendations, Multicultural Access
and Equity—Respecting Diversity. Improving Responsiveness, was announced in early 2013.
Under the new policy, each Australian Government department and agency included under the
Financial Management and Accountability Act 1997, except for parliamentary departments, are
required to prepare a two-year Agency Multicultural Plan (AMP). AMPs share a common structure
while allowing agencies to identify individual priority actions, responsibilities, timelines, and
measurable targets under the six Multicultural Access and Equity core minimum obligations:






leadership
engagement
performance
capability
responsiveness
openness.
As part of their AMP, agencies are required to develop and report on key performance indicators. This
information will be available on departmental and agency websites.
The Department of Immigration and Citizenship, in consultation with other government departments
and agencies, has developed a Multicultural Access and Equity Policy toolkit to support departments
and agencies in understanding and meeting their Multicultural Access and Equity Policy obligations.
The department will consolidate performance reporting across relevant government departments and
agencies at the completion of the AMP cycle (i.e. every two years) and prepare a biennial report on
Multicultural Access and Equity performance in consultation with the Australian Multicultural Council.
This report will include any available reports by the Auditor-General, and be tabled in both Houses of
Parliament.
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Appendix A:
Reporting departments and agencies
Department of Agriculture, Fisheries and Forestry
Australian Fisheries Management Authority
Australian Pesticides and Veterinary Medicines Authority
Animal Health Australia
Attorney-General's Department
Administrative Appeals Tribunal
Australian Customs and Border Protection Service
Australian Federal Policy
Office of the Australian Information Commissioner
Australian Human Rights Commission
Australian Law Reform Commission
Australian Transaction Reports and Analysis Centre
Insolvency and Trustee Service Australia
Office of the Commonwealth Director of Public Prosecutions
National Native Title Tribunal
Copyright Tribunal of Australia
CrimTrac Agency
Department of Broadband, Communications and the Digital Economy
Australian Broadcasting Corporation
Australian Communications and Media Authority
Australian Postal Corporation
Special Broadcasting Service Corporation
Department of Climate Change and Energy Efficiency
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Department of Defence
Defence Housing Australia
Australian War Memorial
Department of Veterans' Affairs
Department of Education, Employment and Workplace Relations
Australian Curriculum, Assessment and Reporting Authority
Comcare
Fair Work Ombudsman
Fair Work Building and Construction
Safe Work Australia
Office of the Federal Safety Commissioner
The Australian Children's Education and Care Quality Authority
Department of Families, Housing, Community Services and Indigenous Affairs
Australian Institute of Family Studies
Equal Opportunity for Women in the Workplace Agency
Social Security Appeals Tribunal
Department of Finance and Deregulation
Australian Electoral Commission
ComSuper
Medibank Private Limited
Department of Foreign Affairs and Trade
Australian Agency for International Development
Australian Centre for International Agriculture Research
Australian Trade Commission
Export Finance and Insurance Corporation
Department of Health and Ageing
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Aged Care Standards and Accreditation Agency Limited
Office of the Aged Care Commissioner
Australian Institute of Health and Welfare
Australian Organ and Tissue Donation and Transplantation Authority
Australian Radiation Protection and Nuclear Safety Authority
Cancer Australia
Food Standards Australia New Zealand
General Practice Education and Training Limited
National Breast and Ovarian Cancer Centre
National Health and Medical Research Council
Private Health Insurance Administration Council
Private Health Insurance Ombudsman
Professional Services Review
Australian Commission on Safety and Quality in Health Care
Australian National Preventive Health Agency
Independent Hospital Pricing Authority
Department of Human Services
Australian Hearing
Department of Immigration and Citizenship
Migration Review Tribunal and Refugee Review Tribunal
Office of the Migration Agents Registration Authority
Department of Infrastructure and Transport
Australian Transport Safety Bureau
Civil Aviation Safety Authority
Airservices
Department of Industry, Innovation, Science, Research and Tertiary Education
52
Australian Nuclear Science and Technology Organisation
Australian Research Council
IP Australia
The Commonwealth Science and Industrial Research Organisation
National Measurement Institute
Department of the Prime Minister and Cabinet
Australian Public Service Commission
Commonwealth Ombudsman
Inspector-General of Intelligence and Security
Office of the Official Secretary to the Governor-General
Department of Regional Australia, Local Government, Arts and Sport
Australia Council for the Arts
Australian Business arts foundation Limited
Museum of Australian Democracy at Old Parliament House
National Archives of Australia
National Capital Authority
National Library of Australia
National Gallery of Australia
National Museum of Australia
Australian Sports Commission
Australian Sports Anti-Doping Authority
National Film and Sound Archive
Department of Resources, Energy and Tourism
Geoscience Australia
Tourism Australia
Department of Sustainability, Environment, Water, Population and Communities
53
Bureau of Meteorology
Great Barrier Reef Marine Park Authority
Murray-Darling Basin Authority
Sydney Harbour Federation Trust
The Treasury
Office of the Australian Accounting Standards Board
Australian Bureau of Statistics
Australian Taxation Office
Productivity Commission
Australian Competition and Consumer Commission
Australian Prudential Regulation Authority
Australian Securities and Investments Commission
Board of Taxation
Inspector-General of Taxation
Superannuation Complaints Tribunal
Tax Practitioners Board
Reserve Bank of Australia
Commonwealth Grants Commission
Courts
Fair Work Australia
Federal Court of Australia
Commonwealth Parliament
Department of Parliamentary Services
Department of the Senate
Parliament of Australia
Department of the House of Representatives
54
Reporting state and territory governments
Australian Capital Territory Government
New South Wales Government
Northern Territory Government
Queensland Government
South Australia Government
Tasmania Government
Victoria Government
West Australia Government
Reporting local governments
Moreland City Council, Vic
City of Whittlesea, Vic
Brimbank City Council, Vic
Braybrook Community Centre, Vic
Maribynong Youth Services, Vic
Municipal Association of Victoria
Knox City Council, Vic
City of Greater Dandenong (Council), Vic
Greater Shepparton City Council, Vic
City of Boroondara, Vic
City of Yarra, Vic
City of Port Phillip, Vic
City of Darebin, Vic
55
Appendix B: History of the Australian
Government’s Access and Equity Strategy
From the mid-1970s to the early 1980s, multicultural policy remained focused on equality of
opportunity and cultural maintenance. However, the issue of sensitivity in mainstream services to
migrants’ needs also arose.
The Galbally Committee, headed by prominent Melbourne lawyer Frank Galbally, was established in
1977 and tasked with reviewing post-arrival programs and services for migrants to examine their
changing needs and to make sure that these were being effectively met.
In 1978, this resulted in the watershed document, Migrant Services and Programs: Report of the
Review of Post-Arrival Programs and Services to Migrants (commonly referred to as the Galbally
Report). The report recognised, for the first time, the need for comprehensive data on the participation
of migrants in all relevant programs as a prerequisite to monitoring and evaluating the effectiveness of
all Commonwealth programs and services used by migrants.
1979 – The Australian Institute of Multicultural Affairs Act 1979 established the Australian Institute of
Multicultural Affairs (AIMA) in accordance with recommendation 49 of the Galbally Report.
1982 – In July, the AIMA conducted an evaluation of programs and services, which reiterated the need
for migrants to have equality of access to general programs and services irrespective of their cultural
or linguistic background.
1986 – In April, the report to the Parliament on Access and Equity in the Delivery of Federal
Government Services and Programs to Migrants was released, becoming, in effect, the first Australian
Government Access and Equity report.
1987 - In March, the Commonwealth established the Office of Multicultural Affairs (OMA) within the
Department of Prime Minister and Cabinet, replacing the Australian Institute of Multicultural Affairs.
1988 – The release of A Fair Go, A Fair Share: Access and Equity for a Multicultural Australia, Access
and Equity Report No. 1 – the first official access and equity report.
1989 – Adoption of a National Agenda for a Multicultural Australia…Sharing our Future extended the
Access and Equity Strategy focus to all groups that might face barriers of race, religion, language or
culture, including Aboriginal and Torres Strait Islander people, Australian children of non-English
speaking background and the double disadvantage that may be faced by women.
1992 – The government conducted an evaluation of the Access and Equity Strategy and found that
while access and equity principles were increasingly visible in performance reporting and literature,
they were not yet permeating the core cultures and practices of government departments.

The government endorsed the evaluation report and all of its 43 recommendations,
including that the OMA coordinate an access and equity review report that would be
tabled in parliament each year.
1993 – All Commonwealth agencies began contributing to annual access and equity reports, and the
tabling of them in parliament.
56
1996 – In January, A Fair Go For All: Report on Migrant Access and Equity, was released. It was the
first Australian Parliamentary inquiry into the extent to which access and equity principles were being
applied in the delivery of services to migrants.
1998 – The Charter of Public Service for a Culturally Diverse Society was formally launched.
2002 – The then Department of Immigration and Multicultural and Indigenous Affairs initiated a Review
of Annual Reporting Arrangements for Cultural and Linguistic Diversity. The review made a number of
recommendations for access and equity, including mainstreaming access and equity reporting.
2005 – The 20th Anniversary of the Access and Equity Strategy, and an evaluation of Multicultural
Australia: United in Diversity, including the Access and Equity Strategy. The evaluation suggested
greater ownership and accountability of agencies in ensuring their programs were fair and equitable.
2006 – A new framework, Accessible Government Services for All, was developed to replace and
simplify the charter. The new framework simplified the language used, retained key principles, aligned
performance indicators with the principles and streamlined agency reporting and sharing of good
practices and key performance challenges.

Agencies would continue to provide annual contributions, but the access and equity
report would be published every two years rather than yearly.
2009 – In March, the first two-yearly access and equity report was tabled in parliament.
2011 – In February, the government launched The People of Australia – Australia’s Multicultural
Policy. One of the policy initiatives was to strengthen the government’s approach to access and equity.

In November, the then Parliamentary Secretary for Immigration and Multicultural
Affairs, Senator the Honourable Kate Lundy, announced an inquiry into the
responsiveness of government services to clients disadvantaged by cultural and
linguistic barriers. An independent Inquiry Panel undertook a wide consultation
process over several months during which they received some 136 submissions from
a wide variety of sources.
2012 – In June, the Inquiry Panel presented its final report to government. Access and Equity for a
multicultural Australia provided both advice and 20 recommendations to government.
2013 – The government’s response to the panel’s findings and recommendations was announced in
early 2013 with the strengthened policy Multicultural Access and Equity – Respecting Diversity.
Improving Responsiveness covering all Australian Government agencies.
Under the Financial Management and Accountability Act 1997, each department is required to prepare
a two-year Agency Multicultural Plan. Despite individual variations, the AMPs share a common
structure that allows agencies to identify priority actions, responsibilities, timelines and measurable
targets in the six Multicultural Access and Equity minimum obligations– leadership, engagement,
performance, capability, responsiveness and openness.
The first Agency Multicultural Plans are due to be publicly available on departmental websites in mid2013.
57