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Multicultural Action Plan 2025 update
Focus Area 1: Deliver Culturally Responsive Services

Focus Area 1: Deliver Culturally Responsive Services

The Queensland Government remains committed to ensuring all government initiatives and services, including funded services, are culturally responsive, accessible and inclusive of all people across Queensland.

Agency actions supporting Focus Area 1	Progress/ status for 2024-25	Outcomes achieved for people from culturally and linguistically diverse backgrounds
The Department of Transport and Main Roads Action - Improve access to services for customers who have difficulty communicating in English by reviewing the provision of language services and working with the National Accreditation Authority for Translators and Interpreters to investigate multilingual staff becoming Community Language Aides.	Not delivered	During the 2024-2025 financial year, we worked to improve services within its externally facing Customer services, such as call centre and customer service centres for customers who have difficulty communicating in English by working with the National Accreditation Authority for Translators and Interpreters to investigate multilingual staff becoming Community Language Aides. On 1 July 2025, the responsibility for Customer Services Branch transitioned from Transport and Main Roads to Department of Customer Services, Open Data and Small and Family Business (CDSB), who will now take ownership of these service improvements. The department continues to support customers who have difficulty communicating in English through: maintaining the department's Accessible Communication guideline and ensuring it is shared with third-party providers publishing interpreter services information on tmr.qld.gov.au meeting government requirements to provide and pay for qualified interpreting services for customers who are hearing impaired or have difficulties communicating in English providing information to our staff to ensure they are aware of the available tools to help them communicate with customers. community engagement collateral in multiple languages for major projects.

Agency actions supporting Focus Area 1

Progress/ status for 2024-25

Outcomes achieved for people from culturally and linguistically diverse backgrounds

The Department of Transport and Main Roads Action - Improve access to services for customers who have difficulty communicating in English by reviewing the provision of language services and working with the National Accreditation Authority for Translators and Interpreters to investigate multilingual staff becoming Community Language Aides.

Not delivered

During the 2024-2025 financial year, we worked to improve services within its externally facing Customer services, such as call centre and customer service centres for customers who have difficulty communicating in English by working with the National Accreditation Authority for Translators and Interpreters to investigate multilingual staff becoming Community Language Aides.

On 1 July 2025, the responsibility for Customer Services Branch transitioned from Transport and Main Roads to Department of Customer Services, Open Data and Small and Family Business (CDSB), who will now take ownership of these service improvements.

The department continues to support customers who have difficulty communicating in English through:

maintaining the department's Accessible Communication guideline and ensuring it is shared with third-party providers
publishing interpreter services information on tmr.qld.gov.au
meeting government requirements to provide and pay for qualified interpreting services for customers who are hearing impaired or have difficulties communicating in English
providing information to our staff to ensure they are aware of the available tools to help them communicate with customers.
community engagement collateral in multiple languages for major projects.

Case studies or good news stories to highlight achievements relevant to Focus Area 1

N/A – The Department of Transport and Main Roads does not have any actions under Focus Area 1.

Last updated: 2 October 2025