Snapshot: Campaign a winner
Transperth received the Engaging the Community Innovation Award at the Multicultural Community Service Awards this year for its efforts in reducing language barriers for culturally and linguistically diverse (CaLD) communities.
Transperth recognises that reliance on public transport is high amongst CaLD communities. When they arrive in Australia, many of our customers have neither a driver’s licence nor enough money to buy a car. Many face language and cultural barriers when trying to access the Transperth network and find it difficult to understand how to use public transport in Perth. This can cause stress and anxiety, and increase the risk of incurring infringements for breaching Transperth rules.
The Translation Service Program was developed to translate key Transperth information into 12 priority (as identified by the Office of Multicultural Interests (OMI)) languages so that CaLD community members can gain an understanding of how to use public transport correctly, and thus the confidence to do so.
The translated information includes journey planning, the cost of using Transperth and the various ticket options, safety, and simple rules for travelling on Transperth.
It was provided in a number of formats. It was placed prominently on the Transperth website, in fact sheets provided to community centres, in posters on Transperth services, and at community centres. Audio files on the Transperth website and radio announcements on 6EBA FM Radio were developed to ensure CaLD members who were unable to read could also receive the information.
In addition to translated information, we identified a need to provide access to translators for CaLD members needing help on our system. A free phone was installed in the Wellington Street Bus Station InfoCentre with translated instructions on how to use the phone to obtain Transperth information. The service automatically calls the Translating Information Service (TIS) when the receiver is picked up.
By reducing the language barrier through the Translation Service Program, many CaLD members can now use public transport confidently. It has empowered them with a sense of independence in travelling around their new city instead of being confined to their home or local area.
Since being launched, the translated website pages have received more than 20,000 visits. In addition, the Translation Service Program has benefitted Transperth staff, providing them with a structured process through which to help CaLD passengers.
Transperth has worked hard to make a positive difference in the lives of many West Australians from CaLD backgrounds and has been recognised not only with an Award, but more importantly, by the customers it serves.
“Transperth are genuine in finding a way to improve,” said Padhah (OMI), in response to our CaLD strategy.
“Thank you so much for all your hard work in addressing issues that our clients and many other CaLD clients are faced with in dealing with Transperth,” said Anita Tuzlukovic, Fremantle Multicultural Centre Inc.