Inspire Clinic · Rockhampton, Queensland

Communication and Interpreting Policy

How we arrange communication support so you can understand your assessment, your treatment options and your choices — how an interpreter is booked, who meets the cost, and what we do when we cannot communicate safely.

Effective date: 11 August 2026  ·  Version: 1.0  ·  Next review: August 2027  ·  Applies to: all clients and all staff

1. Why this policy exists

You must be able to understand your assessment, your treatment options and your choices, and you must be able to give informed consent. This policy sets out how we arrange communication support when a client does not speak English fluently, is Deaf or hard of hearing, or has a communication disability.

2. Who it applies to

This policy applies to all of our staff and contractors, and to all clients — private, NDIS, Medicare and DVA alike.

3. Arranging an interpreter

The clinic does not directly employ or provide interpreters. Where an interpreter is required, we will assist you to arrange one before your appointment, and we will help you identify and book someone suitable.

When you book, reception will ask whether you need an interpreter and, if you do, record the language — including Auslan — in your file. The arrangement is confirmed with you before the day of your appointment, and your clinician will check at the start of the appointment that you understand.

4. Who pays

Funding for spoken-language interpreting is sourced in the following order:

1. A free government interpreting service. We will check whether one is available for your appointment. Where the clinic and the client are both eligible, interpreting is booked at no cost to either of us.
2. NDIS plan funding. If you are an NDIS participant, interpreting may be funded from your plan. We can work with you, your plan manager or your support coordinator to set this up.
3. Client funded. Where neither of the above applies, the cost of the interpreter is met by you. We will confirm the likely cost with you before your appointment so there are no surprises.

5. Auslan and communication disability

Where communication support is required as a reasonable adjustment for a disability — including Auslan interpreting for a Deaf client — the clinic will arrange and meet that cost. It is not passed on to you.

This reflects our obligations under the Disability Discrimination Act 1992 (Cth) and, for NDIS clients, the NDIS Code of Conduct. Where Auslan interpreting is already funded in an NDIS participant’s plan, that funding may be used — but the absence of plan funding does not shift the cost to you.

6. Family members and friends

You are always welcome to bring a family member or friend to any appointment for support and company.

However, we do not rely on family members or friends to interpret clinical information. Untrained interpreters affect the accuracy of the history we take, the validity of your consent, and your own privacy. We never ask children to interpret.

If you would prefer a family member or friend to interpret rather than a professional, we will record that choice in your clinical notes, along with the clinician’s assessment of whether communication was good enough for safe practice.

7. Safe communication

An appointment will not go ahead where the treating clinician cannot communicate with you accurately enough to assess you, obtain your informed consent, or treat you safely. In that situation we reschedule the appointment and no cancellation fee applies.

8. Telling us what you need

Tell us when you book — by phone, or on your registration form — and we will make the arrangements with you. If you are Deaf or have a communication disability, please contact us and we will arrange appropriate communication support with you.

If you are a referrer arranging this on a client’s behalf, tell us at the point of referral. It is easier to organise before the first appointment than on the day — see information for referrers.