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Reaching out to culturally diverse communities

Case study

Reaching out to culturally diverse communities


Culturally and Linguistically Diverse (CALD) communities were the main focus of our awareness activities in the first six months of 2011, as we began a strategy to make our services more accessible to consumers whose preferred language is not English.

The Australian Bureau of Statistics considers that migrants from all over the world account for more than half of the 400 languages other than English spoken in Australian homes. Knowing which of those communities are in most need presented a challenge.

In late 2010, the TIO surveyed agencies that provide services to CALD communities to find out which language groups we should focus on first. As a result, we produced a brochure in 31 languages, which we have distributed widely to organisations including:

The TIO will continue its outreach work into CALD communities by producing a series of radio announcements to be played in community radio stations throughout the country, visiting community representatives and organisations, and providing cultural awareness training for TIO staff.

We also hosted visitors from Australian and international agencies who wanted to learn about the work we do as a leading alternative dispute resolution service and the complaints we receive from consumers. These included the Korean Association for Information and Technology (KAIT), India’s Telecom Disputes Settlement and Appellate Tribunal (TDSAT) and the Indonesian Ombudsman.

Related links:

Outreach activities calendar 2011-12
Factsheets in languages other than English