S28. Interpreter services

Insurers are to engage the services of a qualified interpreter if the worker asks for an interpreter, indicates a preference for communicating in their own language, does not appear to understand questions or is not easily understood.

Evidence on claim file

When engaging the services of an interpreter, insurers are to:

• engage a NAATI-certified interpreter (for languages where this certification is available)
• consider whether the communication should be face-to-face or whether using a telephone interpreter is sufficient
• ensure there is no conflict of interest
• ensure consideration of the workers cultural background, and
• explain the purpose of the communication to the interpreter.

Evidence on claim file