Bridging the gap for injured workers who require an interpreter

Bridging the gap for injured workers who require an interpreter

Australia’s workforce is highly culturally and linguistically diverse, yet for a significant proportion of workers with limited English proficiency, the workers’ compensation system can remain out of reach.

A new collaborative study between ISCRR, WorkSafe Victoria, and the Migrant Workers Centre recently explored the experiences, challenges, and support needs of workers requiring an interpreter when accessing WorkSafe Victoria’s advisory services or compensation processes.

To ensure the findings were contextually grounded, the study employed a participatory, cross-language qualitative approach. Central to this were six bicultural community Ambassadors who conducted interviews in the participants’ preferred languages, including Dari, Hazaragi, Mandarin, Vietnamese, Arabic, Spanish, Amharic, and Tigrinya.

This model allowed the research team to reach populations often excluded from standard feedback processes, building the trust necessary to uncover the daily challenges of navigating the compensation scheme.

The research revealed that while the compensation scheme is designed to be universal, it does not always produce equitable outcomes in practice. Key findings include:

• Limited system knowledge: Most workers were unaware of their rights at the time of injury, with many relying on “rumours and conversations” at work rather than official guidance.
• The power of gatekeepers: Employers often acted as the primary entry point to the system. While some facilitated claims, others were obstructive, discouraging workers from seeking support.
• Reliance on informal networks: In the absence of accessible institutional guidance, workers turned to family, friends, or community leaders to interpret complex forms and communicate with insurers.
• Inconsistent interpreter support: While essential, interpreter services were often not effectively integrated into system workflows. Challenges included dialect mismatches, limited availability for specific languages, and a lack of specialised training for interpreters regarding compensation terminology.

The consequences of these barriers can be physical and psychological. Miscommunication led to instances where workers received inappropriate medical treatment or faced prolonged financial instability, exacerbating existing trauma.

“I requested an interpreter at each session, but I was informed that none were available. It was very difficult because I could not properly explain that the therapy was not helping me and was increasing my pain.” (407-T-2)

“The only thing is the waiting period, they told me you might wait for 2-3 months to hear back and I didn’t have any money to survive at this point” (407-A-3)

The report identifies several opportunities to strengthen the system, including embedding interpreter access into core service design from the first point of contact and improving the collection of intersectional data to better plan for diverse community needs.

The findings of this study serve as a vital evidence base for the future of worker support. This is particularly relevant as the industry prepares for Victoria’s new Code of Claimants’ Rights, expected to come into effect in late 2026, of which cultural values is an integral component. By shifting the focus toward cultural safety, the system can move away from treating language support as a discretionary accommodation and instead view it as a core requirement for equitable access.

Download the report: Listening to Every Voice: Experiences of Injured Workers Who Require Interpreter in the Workers’ Compensation Scheme.