Appendix 11: Multicultural policies and services

We are committed to providing high quality service and support for the entire community, including those members from diverse cultural, linguistic and religious backgrounds.

We have collaborated with Transport for NSW on a set of cluster-wide multicultural policies. These policies outline how the Transport cluster will respond to the government's multicultural objectives and incorporate multicultural principles into processes and systems.

Core objectives

Transport for NSW has identified five key objectives to enable us to meet our multicultural commitment:

  • able to confidently use transport services
  • able to equitably access transport services and information
  • satisfied with the quality of communications and cultural sensitivity of transport service and program delivery
  • able to have their views and concerns heard on policy and program development and service delivery
  • embed multicultural activity as a core function of the transport agencies.

The Transport for NSW Multicultural Policies and Services Plan 2017-20 focuses on key objectives that support existing work within the transport cluster and builds on existing activities to improve access by culturally, linguistically and religiously diverse communities to transport services.

As part of the Transport cluster, Roads and Maritime are aligned to the Transport for NSW Multicultural Policies and Services Plan and have identified the following priorities and actions:

  • Planning: integrating multicultural principles in corporate and business plans to ensure accessibility
  • Consultation and feedback: undertaking inclusive engagement with culturally and linguistically diverse (CALD) communities on information, policy, program and service delivery considerations
  • Staff development and support: appropriate resourcing and linguistic and intercultural skills are embedded in services and training is provided on inclusivity. Celebration of NAIDOC and Harmony Day events across NSW
  • Communication: improve accessibility of culturally appropriate information to CALD communities about transport services, programs, rights and complaint mechanisms.

Community Language Allowance Scheme

Our Community Language Allowance Scheme encourages and rewards frontline employees who use their linguistic skills in service delivery. For employees who speak a language other than English as a first language, the organisation seeks to use this language and cultural diversity to provide a unique opportunity to enhance our multicultural service capabilities.

Interpreter and translator services

We have a strong commitment to reducing barriers for customers from CALD backgrounds. Several of our publications are translated into commonly used languages. These publications reflect the visual identity of people from different backgrounds. The Translating and Interpreting Service for non-English speakers is promoted clearly on the website. Customers can call 131 500 and ask for an interpreter.

Our employee induction includes training on the multicultural values of our customers and the differing needs of our customers. We also value the cultural and linguistic skills of employees and keep a register of employees with linguistic skills to assist in operational and customer service delivery.

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