Moving to a new country involves a lot of learning. Not least important is developing an understanding of local laws. This is essential to avoid breaking the law but is also fundamental to full enjoyment of one’s rights.
A lack of legal literacy can affect migrants – and indeed anyone – across all aspects of social life. This can include everything from signing a contract with an electricity provider, through earning a living, to having a safe and dignified marriage.
Legal professionals suggest that recent migrants may be special targets of a range of scams and exploitation because they are more likely to lack legal literacy, may lack information about available assistance, or may not be capable of accessing those services even when they do know about them.
However, this is not due simply to a lack of inclination to learn about the law. Rather, the development of legal literacy is dependent on the accessibility of information and education. For those with limited or no English, this naturally requires the provision of resources in other languages and accessible formats, in locations where their target audiences can find them.
While the various government and non-government bodies tasked with providing information about the law have already taken a range of measures to make their resources more accessible to non-English speakers and readers, barriers persist. These barriers can even influence the form of exploitation people face. For example, a lawyer I interviewed in my most recent project shared the story of a man who had migrated to Australia in the late 1990s and became trapped in a highly exploitative work arrangement:
you see the signs from the very beginning. Like, he didn’t have an accountant, he’ll use [his employer’s] accountant. And that accountant played around with his papers. They put him in a house on top of the shop. They denied him English lessons. So, till this day, I speak to him in Arabic, even though my Arabic’s not perfect.
In this scenario, it was only when the man’s workplace injuries became so severe that he insisted on seeing a doctor that he was eventually able to learn about his rights and access legal assistance. Among other measures, his exploiters intentionally limited his English language acquisition opportunities as a form of abusive control, to prevent him learning of his rights and seeking help.
This only reinforces the importance of providing resources in a range of languages, and clearly demonstrates the inappropriateness of claims that individual migrants are responsible for learning English as a prerequisite to accessing full inclusion in society and protection of the law.
Unfortunately, his case is far from being an exception. News reports uncover myriad examples, from international students underpaid with justifications that their limited English meant they weren’t good enough for minimum wage, to asylum seekers threatened with deportation if they didn’t comply with forced labour arrangements.
The complex and interconnected barriers recent migrants, especially those with temporary visas, often face means holistic responses are needed for them to access their rights. However ultimately, seeking justice still hinges on them first having knowledge about what those rights are and the processes and resources available to have them enforced. This is not possible unless relevant information is available in a language and format accessible to them.
The landing page
While service providers and regulatory bodies appear aware of this issue and have taken steps to address it, less is known about how accessible the resources and mechanisms are in practice (Victoria Law Foundation 2016). Further, beyond these formal offerings, less still is known about how migrants with limited English actually learn about Australian law and how it applies in their lives.
The Legal Aid bodies in each Australian state are tasked with providing a range of legal services. This includes providing free legal assistance and advice to some individuals, based on need. However another of their statutory functions is what is commonly called Community Legal Education and Information (CLEI) (e.g. Legal Aid Commission Act 1979 (NSW), section 10(2)(j),(k),(m)). This means that they are required to develop and disseminate informational resources and training to help increase the community’s legal literacy.
This is considered a crucial component to ensuring the whole community, and particularly recent migrants and those with limited or no English, can access justice, but we do not yet have a comprehensive picture of what is currently on offer, nor how well it works for these particular groups. Therefore, the peak body of the Australian legal profession has called for research to address the gaps in evidence to ensure migrants’ linguistic and other forms of diversity are understood and incorporated into efforts to improve community legal literacy (Law Council of Australia 2018).
The internet is a popular starting point for individuals looking for all types of information and existing studies on multilingual communications on the websites for government schools and multiple government service providers suggest that much work remains done to ensure that multilingual government communications are both complete and accessible for their target audiences. Therefore, in May, to start exploring the legal literacy resources available for non-English speakers, I undertook a pilot audit of Legal Aid NSW’s website.
The website
Information about Apprehended Violence Orders in Spanish
Legal Aid NSW offers a range of CLEI, with varying accessibility for non-English speakers and readers. As someone with English literacy, the landing page immediately presents me with a promising ‘My problem is about’ section. This part of the website helpfully guides readers step-by-step, in accessible plain language and appealing format, across a wide range of legal issues, e.g. ‘My job’, ‘Disasters’, ‘My rights as’ and ‘Visas and immigration’. Another section provides lay definitions of legal terms. These reflect an evident broader commitment to enhancing the accessibility of the site as a whole. However, these two sections are only available in English. Similarly, face-to-face and online legal education courses are advertised, but all current offerings appear to be in English only.
Another section provides a large collection of resources, like posters and pamphlets, organized across various topics, providing information about legal issues and available services. Some are provided in languages other than English (LOTEs). However, again, non-English speakers have significantly less access. Of the total 233 resources identified, only 40 are available in more than one language. Even then, most only include a few common LOTEs, e.g. Arabic (37), Chinese (36), Vietnamese (29), Dari/Farsi (16). Further, LOTEs are included inconsistently, e.g. Women’s Domestic Violence Court Advocacy information is offered in 13 languages, including several not used in any other resource. In contrast, all resources in the Disasters, Covid-19, Prisoners, and Young People topics are in English only. All resources are written texts (some with images), meaning only those with literacy can access them, a barrier for some refugees, for example, even in their first language (see e.g. Ba Akhlagh & Mehana 2024). Finally, when LOTE versions exist, it appears they cannot be located without English language literacy: the search function seems to operate only with English key words, and the resources are sorted and labelled in English.
One section of the website is more broadly navigable in many LOTEs. The ‘Ways to get help’ section provides information on how to access legal assistance and is available in 31 languages. However again, there are inconsistencies between languages, e.g. the Spanish version largely replicates the original, with a full overview and four subsections covering contacts, legal advice, help at court, and applying for legal aid. In contrast, others, like Italian and Pashto, have no overview and only two subsections. Others have only an overview and no subsections. Some links lead readers back to English-only content, and website navigation menus remain in English even when on LOTE pages.
Where to from here?
Existing reviews and scholarship emphasise intersectional considerations when examining and addressing barriers to justice. For example, providing multilingual resources in written form only will not reach people who lack literacy or have low or no vision. Telephone information services and audio resources may be inaccessible for migrants who are deaf or hard of hearing (Smith-Khan 2022). Living in a regional area decreases access to language supports more readily available in urban centres, increasing the importance of LOTE resources. Similarly, not all LOTES are equal: speakers of ‘emerging’ community languages (e.g. recently arrived refugee communities) often have less language support, and issues with correctly identifying and categorising minority dialects and languages can lead to unsuitable translation and interpreting (Victorian Law Foundation 2016, pp 8-9; Tillman 2023).
Spanish word search
These considerations must inform the design and prioritization of resources in particular languages. For instance, while it seems logical to offer resources in commonly spoken LOTEs, speakers of these languages often have a higher level of English proficiency than speakers of emerging languages, who may often also face additional vulnerabilities (Grey & Severin 2021, 2022).
This brief pilot has obviously only uncovered what is publicly available via a website: qualitative research is needed to understand how service providers like Legal Aid NSW develop their resources and how legal, policy, and practical considerations influence their choices. At the same time, research could also provide insight into migrants’ decision-making. By better understanding how recent arrivals and people with limited English find out about the law, research could provide valuable evidence to policymakers and service providers to continue to make community legal literacy efforts more universally accessible.
References
Ba Akhlagh, S & Mehana, M. ‘Challenges and opportunities in designing culturally appropriate resources to support refugee families’ (2024) 8(1) Linking Research to the Practice of Education 2.
Grey, A & Severin A, ‘An audit of NSW legislation and policy on the government’s public communications in languages other than English’ (2021) 30(1) Griffith Law Review 122.
——— ‘Building towards best practice for governments’ public communication in LOTEs’ (2022)31(1) Griffith Law Review 25
Smith-Khan, L. ‘Inclusive processes for refugees with disabilities’ in Rioux et al(eds), Handbook of Disability (Springer Nature, 2022)
Tillman, M ‘Ezidi refugees in Armidale say gap in language […]service impacts health care (2023) ABC https://tinyurl.com/2vz3x8s9
Victoria Law Foundation, Legal information in languages other than English (2016) https://tinyurl.com/3nr5vndb
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In our Forensic Linguistics course, we studied the relationship between language and the law. It was emphasized in that subject that people should be able to comprehend and understand the law. During one of our class exercises, we looked at contracts and used specific tools to try to assess their readability and comprehension. Finding out that some of them are, in fact, complicated and difficult to comprehend was alarming. As I also reflect on my actions, I sometimes sign contracts and documents without fully understanding the contents. Given my increased knowledge of these issues, I find it extremely concerning that this could have a number of long-term effects. As a result, a lot of linguists are supporting plain language as a way to make the law easier to understand.
Now that I have read this article, it has expanded my knowledge that issues are not limited to complexity and technical jargons. There are other factors to take into account, such as non-native English speakers who have immigrated to English-speaking countries. I felt uneasy reading about the migrant’s experience of being exploited and denied the opportunity to learn English so that he would not know about his rights. Protecting people is one of the purposes of the law, but how can it accomplish this if the people do not understand it? Although it is reassuring to see that efforts are already being made to introduce the law in several LOTEs, much work remains. This is a wakeup call then to other researchers and forensic linguistic enthusiasts to continue working on this matter.
Thanks, Danica, for sharing your thoughts! Just to add to the plain language debate: there is also the issue of time; many of us click “accept terms and conditions” on some app or website or software quite regularly without even reading. Even if we had time to read and process all these contracts, we don’t really have a choice other than to accept or forego the service – often something really basic. For instance, only today, here in Sydney we learned in the news that the light rail provider (public transport as an essential service) automatically collects personal data whenever you board a train unless you opt out; the opt-out option is hidden behind a QR code and on posters that most commuters can’t even see … all suggesting that the basic principle of informed consent is constantly violated in the tech space.
This is true, Dr. It appears that the only option available to a person is to click the “I understand and agree to the terms and conditions” button because without doing so, they will not be able to use the services, obtain the product, or use the program. The majority of the terms and conditions are so long that they are not particularly compelling to read. Given the regulations pertaining to data privacy and protection, the occurrence involving the light rail services is alarming. This episode reminded me of something that happened during the pandemic. As you entered establishments and government facilities, you had to write your name and phone number on a piece of paper that looked like an attendance sheet. This means that all of the names and numbers of those who had previously written may be seen by others. Months later, I started getting text messages from unknown numbers claiming that I have won prizes and others offering specific services, all in an obvious attempt to scam people. I had to block those numbers because I get three or four messages like that almost every day. It is frustrating when consent is not always exercised and the public has to worry about who might access the information they give.
Thanks for sharing, Danica!
This is indeed an issue, and as Ingrid says, it’s only been exacerbated by digitization.
From a Contract Law perspective, it’s really troubling, because legally speaking, it’s no excuse to argue that you signed without reading or knowing the contents of an agreement. Legally, you will be bound regardless, unless you can demonstrate very exceptional levels of vulnerability or fraud etc.
And yes, the privacy issues across a number of areas right now are incredibly concerning. This one didn’t even involve any sign-ons/check ins: https://www.oaic.gov.au/news/media-centre/bunnings-breached-australians-privacy-with-facial-recognition-tool
When I first moved to Australia, I encountered a situation where I was hospitalized in Westmead hospital, I found it challenging to navigate the details of my health insurance. The medical staff did explain me the procedures and coverage, but the terminology and policies were difficult to grasp, especially in such a stressful situation. But thankfully, I had a friend who was a nurse here in Sydney, who was familiar with the healthcare system, and she helped me understand what was covered, the out-of-pocket expenses, and the claims process. My friend explained the key aspects of the insurance in simpler terms, which eased my concerns and allowed me to focus on my recovery. Without that assistance, I would have struggled to comprehend the policies and make informed decisions about my healthcare. This experience underscored the importance of having support and accessible information, especially when dealing with complex systems like healthcare insurance in a new country.
Indonesia has one of the highest quotas for Working Holiday Visas in Australia. With this visa, they can stay and work in Australia for 1 year or more if they’re lucky. Many Indonesians apply for this visa to work and save money, benefiting from the high exchange rate of Australian Dollars (AUD) to Indonesian Rupiah (IDR). However, it’s not as simple as it sounds. Some of these people have become a victim of migration scams, where dishonest agents offered them to travel to Australia on a tourist visa, falsely promising to help them apply for a working visa once they arrived—something that can’t be legally done. These vulnerable people, unaware of the Australian law, end up being caught by border officers, facing the consequences for breaking the law. This is one of the many cases that might be caused by language barriers and/or lack of legal literacy.
Thanks for sharing this troubling example, Rul! Language could definitely play a factor in your example. Another potential problem is that there is very limited regulation of people outside Australia who claim to be migration agents. Migration Agents inside Australia must be registered and must comply with strict regulations, and face serious legal consequences if they don’t follow the rules, or if they claim to be an agent when they’re not. Unfortunately, this is not the case outside Australia, and remains a serious cause of increased vulnerability for the prospective migrant workers you mention.
Thank you for sharing a related article. The availability of technology should not necessarily entail its use in every context or situation. I agree with Commissioner Kind that its implementation in different establishments must align with community expectations and regulatory requirements. People should be more responsible and aware in handling technology, as a powerful technology in the wrong hands might cause chaos.
I previously had to navigate the healthcare system when I first moved to Australia after living in Russia for 7 years, and most of the information was in English, which I was still learning. The challenge was understanding the clinics’ medical documents and processes. I was not sure how to appropriately express my symptoms and follow the doctor’s directions. To address this, I used translation apps and sought assistance from a bilingual friend who accompanied me to the appointment. Finally, the matter was handled because the doctor was patient, and my friend helped clarify things. My English gradually improved, and I gained confidence in handling these circumstances on my own.
Because I have Australian uncles here, I’ve never been in similar situations. what I’m going to talk about is not a problem but was only a misunderstanding. since I arrived to Australia I’ve been in different situations where I needed more details. like one time in my first week in Australia i went to a restaurant to have lunch and the employer asked me “do you want chips with that?” and i said “No” because I didn’t know that she meant “French fries” and after she gave me my order, I asked her if they have some and she told me you said you don’t want.
a guy next to me explained for me that in Australia they call it chips. after she knew there was a misunderstanding the nice lady gave me my ” chips” without standing in the line again.
Living in a new country where the language is unfamiliar can be challenging for migrants, and I can relate to that feeling of being lost and being so little. When I firstly arrived and started working my first casual job, I was paid significantly below the minimum wage, $14/hour when the legal minimum was $24. Surprisingly, my coworkers at that place all accept that pay and have been working there happily for over a year. I (secretly) asked some of them why they continued working for such a low wage and whether it was enough to cover their living expenses. They explained that it wasn’t, but they felt they had no other option due to their limited English skills, and made them unable to secure better opportunities. This problem could be solved by reporting the Fair Work unit, however, I realized I had no evidence since the payments were made in cash, and there was only a verbal agreement on the hourly rate. So, I quit the job the day after, but I still feel it’s unfair for the labor workers there until now.
While living in Thailand, and even when I was there a few weeks ago visiting family, I’ve been in situations where I don’t speak Thai and the people I’m talking to don’t speak English. When talking to family members, this is difficult and I can’t express myself the way that I would in my first language or another language I know better. In these situations, I’ve always used either very broken google translate, or attempted to communicate with gestures if I was able to.
I have luckily not been in a situation where I’ve been taken advantage of because I didn’t know a language well enough, but when I have at times ran into issues while communicating with colleagues in my second language.
My second language is Norwegian, and it is not available in the Legal Aid NSW website at all. It is not offered as a language to receive any help in.
To navigate the web page of Legal Aid NSW, a common literacy of finding information on a website is required. If you’re seeking information in another language, it’s definitely not obvious on the home page of the website and you should click on the three horizontal lines in the right hand corner of the website. This is what opens the menu of all items available. Inside the menu a dropdown list with English on top makes it easy to conclude that it’s a language list that follows. The language I was looking for – Hindi, unfortunately, doesn’t feature on this list and I need to further click on ‘more languages’ to find it. Although the translation that appears next is quite accurate, the ‘my problem is about’ list seen on homepage is not translated. Something funny happens when you click on these translated Hindi/English links, it leads to a page that’s in English! However the ‘Legal Advice- Hindi’ and ’Help at Court – Hindi’ has all the information one needs to navigate a legal situation (in Hindi), but it’s definitely a lot easier for someone who understands English because then one just needs to select the specific problem on the homepage which will lead to selective guidance instead of a general overview on how to solve all legal problems.
Therefore the services in Hindi are available, accessibility is reasonable, and although the translation is acceptable the affordance is incomplete.
From my own experience when browsing the Legal Aid NSW website, the availability, accessibility and acceptability of Vietnamese can all be achieved to some extent. Regarding the availability, the four main navigation buttons: ‘Legal advice’ and ‘Help at court’, ‘Apply for Legal Aid’, and ‘Contact us’, are all translated to Vietnamese, facilitating those whose English skills are limited and promptly provide options for assistance. In terms of accessibility, it is convenient for people to switch to Vietnamese since the language bar is placed on top of the website. However, only the information in the section “Way to get help – Vietnamese (Tiếng Việt)” is translated to Vietnamese whereas the search bar and other hyperlinks still remain in English. Talking about the acceptability, the translation is fairly accurate and culturally adapted, making it easy for Vietnamese people to understand.
The PALM scheme is a temporary migration program that started on 4th April 2022 to address unskilled, low-skilled and semi-skilled labor shortages across rural and regional Australia, and nationally for agriculture and select agriculture-related food product manufacturing sectors. The ten countries participating in this program are Fiji, Kiribati, Nauru, Papua New Guinea, Samoa, Solomon Islands, Timor-Leste, Tonga, Tuvalu, and Vanuatu. There have been continuous stories of exploitation of workers as well as deportation of labors due to violation of legal rights and rules and regulations. Most of the Fijian participants of this scheme are from the rural villages in Fiji who have had limited education of just primary school level thus are illiterate. These laborers totally work on trust on the agreement of the government of Fiji and the government of Australia with pre – travel training delivered to them orally in Fiji in the Fijian language. However, upon arriving here in Australia, everything is in English even their communications with their Australian employers. This problem often results in misunderstandings which further escalates to exploitation and even deportation in a number of cases. This was partially resolved when workers began exposing these scenarios with postings on social media. It forced both governments to address these issues in a few instances. Fijian communities close to affected laborers also reached out to these laborers to help them out with interpretation such as explaining laws, contracts, rights, etc. to them. Although this has been addressed, it is still an on-going issue not only with the Fijian PALM scheme workers but as well as those from the other 9 countries.
Thanks for drawing our attention to PALM! Agricultural workers are one of the most vulnerable groups.
In the US context, “Fresh Fruit, Broken Bodies” is a harrowing ethnography…
Salaries in Australia are significantly higher than in Japan, so many young people there come to Australia on working holidays. On the other hand, Japanese people generally struggle with English. In such situations, young Japanese people, without any language skills or savings, dive into Australia with nothing but themselves, in a way like chasing the ‘American Dream’. Nowadays, with fewer Japanese tourists due to the weaker yen, the need for staff who speak Japanese has decreased in Australia, and that makes Japanese young people who can’t speak English less in demand. Consequently, many of these Japanese people often end up in difficult conditions, sometimes working long hours for illegally low pay. A friend of mine had to work for wages that were lower than in Japan. Since he couldn’t speak English, he couldn’t seek help from the appropriate authorities, and he had to endure it to survive every day. He eventually gave up his working holiday and returned to Japan, finding relief from the situation.
A few years ago, I tried to start a small business selling fancy socks made in Korea. I visited a factory in an expensive district, but the workers didn’t speak English, so I couldn’t communicate well. I sent an email to get the information I needed, hoping to meet in person to make a business contract.
Recently, I saw a complaint on our community social platform about a local businesswoman who seems to have taken advantage of others. This issue has been ongoing and still isn’t resolved. Unfortunately, this is a common experience for those with limited English and newcomers and they often face financial and emotional exploitation due to their lack of legal knowledge.
In Sydney, finding information in my language is difficult, I think it’s common in especially small communities. The NAATI translation service isn’t always helpful, particularly for legal matters, because not all translators are specialized. This makes it hard for people facing language barriers to deal with important issues effectively.
Curious to hear more about what the issue actually was. And what is your language?
Last year, I went to Japan for tourism. I had a robust itinerary and had to use public transportation very often. I needed information on train services and the staff did not speak English. I had access to the internet from my smartphone and I translated what I needed to ask. My request was not easy to understand but finally we could sort it out. This made my partner and me feel vulnerable, but the opportunity to communicate using a personal device was powerful and it was what originally made us decide to visit a country whose language we did not speak. We knew it would be challenging but Japan was so accessible in general that it felt generally safe.
As, i work in aged care. There is one woman from china who lives in Australia aged care. Despite having poor English, she was able to express basic needs with staff workers who spoke two languages ( like English and Chinese). She eventually grew close to one of the caregivers, who was studying Mandarin and frequently practiced with her on their regular conversations.
One day that woman felt with a lot of pain in her belly one day, but she was having trouble explaining it to the staff because that caregiver was on leave. Because they couldn’t comprehend women language, the other caregivers wrote off her concerns as being caused by simple indigestion. But things became worse, and she had to be transported to the hospital. It was subsequently determined that she needed emergency surgery for a serious case of appendicitis.
After returning aged care, women felt bad and understood how crucial good communication is while caring for the elderly. She advocated for better language support within the facility and organised cultural sensitivity training for the staff.
Legal matters are often complex, especially when conducted in a language in which one lacks fluency. Having lived and rented accommodation abroad, I have experienced situations in which I was being taken advantage of due to language barriers. While my Spanish was still in the process of improvement, I unknowingly signed a contract that was disadvantageous. To resolve the situation, I looked for assistance from the help center at my host university; however, they were unable to offer a resolution. As a result, I paid a significant amount of money—expenses that could have easily been avoided. Thankfully, I am unaware of similar cases involving others.
Legal Aid NSW provides no information in the German language. Given the evident interest in German culture, as seen in cultural events and themed restaurants, the lack of German-language resources is surprising.
In my view, it can be said that the Legal Aid NSW website meets the 3A criteria: availability, accessibility, and acceptability to some extent. Firstly, even though the website does not translate all of its content into Korean, it does translate the essential “How to Get Help” section. This part is crucial for people with limited English skills. Once you find the “Korean” button, you can access important information about legal help.
In particular, the website provides clear details about interpretation support, such as a help phone number in Korean and a link to the TIS (Translating and Interpreting Service) website. The translation is nearly perfect, and I found very few errors. Therefore, I believe the website demonstrates availability, accessibility, and acceptability.
However, one area that needs improvement is the real-time chat service, which is only available in English. This slightly limits the website’s accessibility for non-English speakers.
Good observation about the language of the chatbot!
One of my friends once shared a story about a relative who recently got a Visa to work in Saudia Arabia. The relative was really happy but when he went there, the work which was offered to him was entirely different and the wage that was paying to him is far less. At first, he could not understand the situation, but then he tried to convince his boss. As he had a poor knowledge of Arabic and English he could not explain.
He tried speaking with basic words like “salary”, and “Less”. But the boss pretended he didn’t understand. He worked for a few months then later when he met other people like him he got more insight into his rights and how the labor market works. He eventually got out of it and found a better job with more control and financial security.
His story is indicative of the hardships migrant laborers go through, but even more so when there are linguistic barriers and other fraud methods to employ poorly speaking individuals.
You are right – so much is due to exploitation rather than language proficiency.
My friend Priyanka worked part-time at a “XYZ” Restaurant in Schofields, NSW, making dosa’s, but her experience was awful. She struggled with the senior chefs, who often abused her over minor mistakes. Due to her limited English-speaking skills, she found it hard to defend herself or explain her side. Things became even worse when one of the restaurant owner’s partners tried to take advantage of her. Fearful and unaware of Legal Aid NSW, which could have helped her with free legal advice, she decided to leave the job. She didn’t know that Legal Aid could have supported her in standing up against the mistreatment and protecting her rights as a worker. After leaving, finding another part-time job became a challenge, as many employers offered exploitative wages as low as $10 or $11 per hour, taking advantage of her vulnerable situation.
So many hard stories – hope Prinyanka’s situation is improving!
I would love to share a story of one of my friends that expands on the issue of insufficient English in migrants. He moved to Australia from an inherited citizen status three years ago. However, he only found a job as a kitchen hand in a restaurant due to his limited English. Soon, I found out that he was paid below minimum wage, but he didn’t attempt to leave or pursue any legal actions. An interesting point he raised was “the law is too confusing and gives me headaches”, specifically about finding out how to leave or report misconduct. After much convincing from me and other friends, he finally decided to move on to a better place after finishing his TAFE course this year.
If the law is too hard for a regular citizen to understand, how hard will it be when it’s written in a foreign language?
When I was 17, I had a scholarship to go to Japan and explore top Japanese universities. At first, I did not worry about the language barrier as I thought proficiency in English would suffice for daily communication in any country. How naïve! Then, I was shocked that I could not find a single English word in Japan, from the road signs to the medical instruction labels. This caused me a lot of difficulties in handling daily situations, specifically the time I was in period pain and wanted to buy some painkillers. As the pharmacist cannot speak English, I had to use body language and facial expressions to describe my health problem. However, even when the pharmacist seemed to understand the situation and gave me some pill options, I could not read any of the labels to decide. I had no choice but to call the Japanese team leader and ask him to talk to the pharmacist through the phone. That experience taught me about how language barrier can hinder communication.
When I first moved to Sydney, adjusting to the language and legal systems was challenging. My Vietnamese landlord was a big help, explaining my rental agreement in Vietnamese and making sure I understood everything. However, things were different at my first job, where I didn’t have a contract. My Vietnamese manager didn’t want to make it legal, and the owner ignored workforce laws. Without proper protection, I felt uneasy. Eventually, I turned to Legal Aid NSW for guidance, and their Vietnamese resources helped me understand my rights.
These experiences taught me that while having help from others who speak your language is valuable, it’s essential to actively learn the local language and rules. Adapting to the new city’s laws and culture is crucial to protecting yourself and thriving in your new environment.
Hi Jill,
Thanks so much for sharing your experiences! I’m really curious to know, if you remember – how did you find out about Legal Aid in the first place?
When I switched the Legal Aid NSW website to Vietnamese, I found the availability of translated resources quite limited. Only the “Ways to get help” section had a Vietnamese translation, while critical sections like legal posts and detailed information on rights and procedures were available only in English. The accessibility is decent, as the language bar is on top, allowing users to switch languages easily. However, the search bar and navigation menus remained in English after switching to Vietnamese, which poses a challenge for Vietnamese speakers with limited English proficiency. The translations that were available were accurate and reliable, but the overall usefulness was limited by the lack of comprehensive content. To improve acceptability, more sections and detailed legal resources should be translated into Vietnamese to ensure non-English speakers have equal access to justice. Expanding language support would make the website far more effective for Vietnamese speakers.
For many international students in Sydney, student life in Australia means trying to juggle their part-time jobs and school. Because of the deadly housing and living expenses in Sydney, foreign students are driven to workplaces that require 12 hours of work per day with a bare minimum wage- an illegal labor practice. Initially, they all generally come in ignorant of their employee rights in this city. After a month or two, those who relatively have a good command of English, and many among them typically from a developed or newly industrialized nation with a fair common social consensus on laborers’ rights, quickly find out that their workplaces are exploitative, and jump to a job with a better working environment. Those students are lucky compared to the others who later learn of their rights but have less choice. The latter sit in their places for a variety of reasons: they have to send money to their families back home depending on them because the paycheck in Australia is much higher than they would earn in their homeland. This means they are prone to overwork to earn more. Also, all jobs available for them are the ones that locals prefer less – the hard, difficult, manual, longer hours, less paying, and coercive workplaces. It is deplorable that there is a hierarchy even within the foreign student pool. The better you speak English and the more sensitive you are to labor rights infringement, the higher the chance you will have a better job. This labor inequality in the part-time job market leads to the regular job market the students face when they graduate.
The government can and should certainly do its fair part to level the playing field, but the inequality is also systematic: it concerns nationality, social class, economic status, and above all, English competency that reflects all of the former. I learned this inconvenient truth as I was half-forced into working as a foreign student. The issue is a constant struggle Australia, as a multicultural nation is destined to fight against for the time being.
Thank you, Suhyoung, for this incisive analysis!
I once helped a Thai family in Australia during a challenging time. Their young son has special needs and autism, requiring weekly sessions with a speech therapist and an educational therapist. The mother’s English is decent, but the father barely speaks any English, which made things difficult. She’s based in Melbourne for work and tries to return every weekend, but sometimes can’t. This often leaves the father to manage appointments and paperwork alone, which can be overwhelming due to the language barrier.
They asked me for help, and I soon found myself doing more than just interpreting. I helped them navigate complex documents and medical information, ensuring they understood what was needed for their son’s progress. By facilitating communication with the therapists, I helped maintain consistency in the boy’s care. It was incredibly rewarding to bridge that language gap, easing their challenges and empowering them to be more involved in their son’s development.
The availability, accessibility and acceptability of Vietnamese on the Legal Aid website is fairly significant.
In terms of availability, Vietnamese translation is available for all four navigation buttons, ‘Legal advice’ and ‘Help at court’, ‘Apply for Legal Aid’, and ‘Contact us’. However, when I click on some of the hyperlinks on the website, some of the websites are not translated in Vietnamese.
It is quite easy for Vietnamese users with limited access to translated resources, where they click on the ‘English’ button on the top right of the website and choose Vietnamese (Tiếng Việt) above the ‘More languages’ option.
For acceptability, the translated script is clear and culturally appropriate, and for the most part, the language used is generally accurate and easy to understand to Vietnamese. There are, however, some words and phrases that are translated word by word.
After observing emergency services for migrant women in Korea, I’d like to examine how Legal Aid addresses domestic violence service in Korean. When I clicked on the “Domestic Violence” section, I was impressed by the detailed explanation of various forms of abuse. However, when switching to Korean, these definitions disappeared. Furthermore, if a victim hopes to be separated from their abuser, they can apply for an Apprehended Violence Order (AVO) and request a court order. The legal process is explained in detail in English using various subcategories, including documents in English submitted to the court after a police investigation. However, after translating to Korean, the detailed information about AVOs disappears and is replaced with general legal information and a section that assists in finding a proper lawyer. Unfortunately, there is no chance to access these useful legal resources in Korean. Getting to know the process sometimes give people a relief.
1. Recently my company launched an online French program and assigned me the responsibility of managing the launch. One of the largest barriers I faced was the fact I did not speak any French. I needed pricing on textbooks with a vendor that only communicated in French. I had to first rely on Generative AI and Translation tools until we recruited a French-speaking team member. I felt like even simple tasks took twice as long without any French knowledge.
2. Not outside my family. I remember my mother used to work in a factory and realised that break times were actually longer than she was taking – but she was too afraid to speak out or ask her boss.
3. L2 Greek Speaker: Greek wasn’t on the front page and needed to search ‘Other Languages’. Other than that, the information presented is very good and you have the ability to increase font size to XL.
Thanks for sharing Legal Aid NSW. I checked the website and found there are lots of information for people who need legal supports in NSW. However, I think it is not easy for a Non-English immigrant to navigate the website. It provides LOTEs versions (though not for all the resources), but the function seems to be “invisible” on the loading page. The website is set to English by default. If you want to change the language, you need to click the tab on the top of the page. If I had limited English, I may would not have realized where the function was. At least, I should have a chance to choose my prefer language by a pop-up window on the loading page. Further, regarding the Chinese pages, both simplified and traditional ones are almost written by traditional Chinese characters which make it difficult for those Chinese from mainland to read.
When I first arrived in Australia as an international student two years ago, I was adjusting to a new environment and language, including the challenging Aussie accent. While looking for a part-time job, I posted my contact details on job-seeking platforms. At this time, I received a call from someone who seemed professional but was persistent in asking for personal information like my ID number and bank details. Since I was unfamiliar with the situation, I doubted that person’s reliability and accuracy. Thanks to the assistance from my landlord, who helped me verify the company’s legitimacy online, I found that it was a job scam. This experience enabled me to point out the necessity to confirm information and get clear about language accuracy when something goes wrong, particularly when language barriers make it more difficult to recognize warning signs.
During my time in Denmark a couple of years ago, I encountered the cultural norm of trust, which is prevalent among Danish landlords. However, two of my friends from Argentina experienced a different reality. They rented an apartment from a landlord from Pakistan who, at the end of the lease, asserted that he had the legal right to withhold their deposit due to some property damages. In reality, the apartment showed no signs of damage; rather, the landlord was inventing claims. At the end, he refused to return their deposit and blocked their contact information.
Additionally, while in Denmark, I worked at a diner owned by a Greek proprietor. He informed me that I would be on call but could not specify the days I would be required. Furthermore, he insisted that I could not seek alternative employment, as I was expected to be 100% available for the job. Recognizing this as an instance of exploitative power and unfairness, I chose to quit.
Fortunately, I have not yet had any serious experiences in Australia. However, due to limited fluency, life in Australia remains a challenge. Whether it was renting for the first time, buying a car, setting up electricity, or activating a phone, each was a continual challenge. The most severe hardship due to language barriers occurred last year in Japan. Most public transport options were in Japanese, and I struggled throughout my trip because I couldn’t read the Japanese at all. Even on Google Maps, which I used for navigation, changing the settings to English or Korean didn’t help much as the language offered on the map is only Japanese. Buying tickets from machines written only in Japanese also took a lot of time. So, I used Google Translate to photograph and translate everything. It took a while, but it helped me navigate the subway without getting lost. Such language barriers, even during a short trip, illustrate the difficulties migrants might face in non-native countries.
Fortunately, considering my background in education, I haven’t witnessed something like this here in Australia. However, there are lots of Nepalese staff in my job. I saw they were having problems understanding what their boss was saying. I can speak Hindi fluently, which was the reason why I began talking with them, as Nepalese can communicate in Hindi languages other than their mother tongue. Most Nepalis come here to work, therefore their educational history is limited. Then I learned that one of my coworkers was having trouble with a tax return since she didn’t know how to do it and didn’t know who to call for assistance. I didn’t know any Nepalis who could help her with this, but I did know someone from my country, so I offered her assistance. She came to the suburb where I live, and a lady from my country who works officially with tax returns assisted her with this matter. I translated what she said in Hindi into Bangla for the officer. That is how the matter was resolved, but it is a very serious issue that individuals in Australia experience every day due to the language barrier.
When I first arrived on Australia, I struggled a bit. Though having good English I found it difficult to communicate with people because of their typical Ausie accent. It was hard to understand what they are saying, and communication was tough for me in the beginning eventually with time this problem has been lessen. As an international student I have not been in trouble till now because of language understanding. However, in the beginning I was cautious of every paperwork and its clear meaning and understanding so I would not fall in any troubles. In my workplace I know a person who have to leave his job in short time because he could not speak good English although being hardworking. I also had a friend who got penalized by railway TC as he couldn’t speak and understand English properly and was not faulty to be penalized.
There is a story related to language-lacking issues that my sister who is Korean used to deal with when she first moved to Australia. Actually, she could barely speak anything in English in those first days coming to Australia. The thing was she just literarily replied “Yes-No” when someone asked or questioned her something in English. Everything seemed to be fine until one day she started her first job in Sydney. As she couldn’t understand English then when the manager introduced the job for her, she couldn’t help but nodding her head all the time. Taking the advantage of this situation, her boss asked her to work more than what she supposed to do for the role and she always worked for extra hours without pay. Until when she brought her story up to her partner who is good at English did she acknowledge about the problem and ask the boss about the labor rights and she no longer work overtime without pay since then. This story highlights how language barriers affect someone’s daily life.
One of my friends was an overseas student who was trying to apply for Permanent Residency (PR), and I would say her English level was between intermediate and upper-intermediate. She worked for a company that paid her very little and she always had to work overtime because of the heavy workload. She accepted these working conditions because she needed the experience to earn more points for her PR application. The employer knew her situation and continued to exploit her without offering any fair compensation. She felt she was unable to speak up not only because of her limited knowledge about her legal labour rights, but also because she was worried losing the opportunity to gain the extra points for her PR.
After a while, she felt that the pressure was too overwhelming, so she decided to give up on her PR application and return to China. I think her language barrier is partly responsible for her not fully understanding the legal system in Australia despite her relatively good English. However, the more important factor was confidence. The system should not only focus on addressing language barriers but also support migrants in building the confidence when seeking the help they need, for example providing more workshops or mentorship in different languages.
Thank you, Ruby, for making this important point! Migrants’ language proficiency is one thing but their vulnerability – often a direct result of their legal status, as in your friend’s case – is another …
Thanks for sharing this, Ruby. As Ingrid says, it’s a very good example of how language barriers are often only one piece of the puzzle and other forms of vulnerability or inequality can have a big impact on people’s decision-making and agency.
Luckily, I haven’t been in a situation like this, but a few years ago my friend from India went through a difficult time as a new migrant in Australia. She had trouble understanding her employment contract because her English wasn’t strong, and she didn’t know her rights when it came to wages and working conditions. Feeling confused, she reached out to a local community center, where a helpful bilingual volunteer sat with her, translated the documents, and explained things. They also directed her to Legal Aid NSW for more detailed advice. With their support, she was able to sort everything out and now has a much clearer understanding of her rights in Australia.
That’s encouraging. Which languages did the bilingual volunteer use?
So great to hear a good news story – now I’m curious to know which centre this was or which area it was located in (eg was it in a suburb of a major city?) and which languages the volunteer spoke… and how your friend found out about that centre… too many questions!
This post reminded me of the story of my friend, who faced challenges as a new migrant in Australia. She could only communicate at a basic level and, as a result, struggled with understanding the terms of her rental contract. When she moved out, the landlord withheld her bond. The contract clearly stated that she must give at least one month’s notice before moving out. However, due to her family circumstances back in her country, she has to temporarily leave Australia for a couple of months. Although she tried to explain the situation, the landlord refused to accept her reasons and explained the information had been cited in the contract terms. She tried to ask for support from some friends and was told and understood the rental laws in Australia. Fortunately, after negotiating with the landlord, they understood her issue and she could recover half of her bond. This situation highlights the difficulties migrants face when language barriers limit their understanding of important legal matters.
One of my University senior experienced same issues back in my country. He was from Nepal and apart from his own language he couldn’t speak English properly.So when he arrived at our University, he couldn’t find his allotted hostel and he also couldn’t ask properly to others.But some students just took advantage of that situation and made him roam around the campus for several times. Apart from that he faced several issues while communicating throughout the first semester. During that phase, he got help from Nepalese community and was able to solve those issues gradually. Beside that, i also want to bring my parents here in Australia but they can’take the courage of coming here as they can’t speak English properly. I believe being multilingual is way of resolving these issues.
I haven’t personally been in a situation where I needed to navigate a new language, but I know of a friend who moved to Australia from South Korea and faced challenges when trying to rent an apartment.Her landlord took advantage by overcharging her for utilities, and she wasn’t sure what to do. Luckily, she found a local community center that helped with translation and legal advice. They explained the contract to her, and she was able to negotiate fair terms and even get some money back.
The whole experience was eye-opening for her. Not only did she learn to stand up for herself, but it also inspired her to help other new migrants in similar situations. She started volunteering at local clinics, sharing her story and advice. What started as a frustrating and unfair situation turned into an opportunity for personal growth and community support. It really showed her and others that language barriers don’t have to hold you back when you have the right help.
Thanks, Eliza. Can you tell us more about the “local clinics” you mention?
This happened to my friend. My friend is studying in the UK and because of the language barrier, she chose to rent a house from a Chinese landlord for better communication. However, the Chinese landlord thought that she was a new international student and didn’t understand British law, so when my friend returned to her home country, she entered the room without my friend’s consent on the grounds of the gas check. My friend felt that she was not treated with respect and wanted the landlord to apologize, but the landlord felt that she was right and told my friend to move out immediately without refunding the deposit and rent. My friend immediately looked up the law in the UK and realized that firstly, if the landlord wants to enter your room, she needs to inform you more than 24 hours in advance and get your consent, and if the landlord asks you to move out, she needs to leave a notice period of 2 months, and, the deposit must be put in a third-party platform by the landlord, so she can’t deduct the deposit from the landlord privately. Therefore, my friend did not hesitate to use the law to protect his rights and interests, and not only got back her deposit but also got compensation. And I want to express that the law is a means for vulnerable people to protect themselves.
Last three months, I found myself needing more information in a new language, when I went to Japan with my friends.The main problem was buying train tickets, which happened after I arrived in Japan because I had to take the train from the airport to my accommodation, but the ticket machines were all in Japanese, so I couldn’t figure out which station was the right one. To solve this problem, at first, we used Google Translate to help translate, but the translation was not very understandable, so it made us buy the wrong tickets. As a result, we decided to ask the staff by showing them a Google Map with our accommodation pinned, but most of the staff could only speak a little English, so I had to use voice Google Translate to translate for both ways. The situation was solved when we bought the correct tickets. This made me understand the difficulty of being in an unfamiliar language place.
Thanks Smith, for sharing such a thoughtful blog post, I’m sure most of us international students can resonate with this scenario.
Luckily, I didn’t have personal experience of taken advantage of my low language proficiency but I know couple of people who got trapped in such situations. I would like to share about one of my past workplace fellows who was a migrant from Afghanistan and working with me in a restaurant as dishwasher. She was such a hard worker girl that she used to clean hundreds of dishes manually by standing constantly for hours. She was the only dishwasher there and all the other girls were in FOH (Front of house). I think this was the hardest task there and she was doing this only because of her low language proficiency. Not only this, she was getting paid least among us which was clearly unfair. She was interested to learn new things like to make barista, but she wasn’t given chance to do so because if she would be involved in other tasks, she could have gotten chance to communicate which will make her confident enough to demand for justice. When we tried to talk for her, we were replied that she isn’t presentable enough to be in FOH. But being a Linguistics student, I can understand that how language makes us presentable, and why that poor girl wasn’t presentable enough to get paid fairly?
Heartbreaking story of how some people can get stuck in an ever more disadvantageous position 😢
I experienced a situation where I needed more information in a new language, specifically French, when I was an exchange student in France. My friend and I stayed with a host family, but we had very limited knowledge of French, and our host family spoke little English. As a result, we often communicated using Google Translate, and the family would try to speak slowly in simple French to help us adapt.
One challenging situation occurred when my friend became ill, and our host family was away that day. I had to call a house doctor to check on her. When the doctor arrived, I tried to explain my friend’s condition, but he didn’t speak much English, making communication very difficult. I eventually called a neighbour to help with translation. Thankfully, the doctor was able to treat my friend, and her condition wasn’t serious.
This experience made me realize how hard it can be to live in a country where you’re unfamiliar with the language and system. Without our neighbour’s help, it would have taken much longer to resolve the situation.
My neighbour, who is an Arabic speaker with low proficiency in English, was approached by an English-speaking door-to-door contractor, asking if he wanted any work done on his property. My neighbour agreed, and the workers built an extension on his carport. The extension was later found to not comply with council regulations and had to be removed, with my neighbour being left both having to pay excessive amounts for the initial work and additional fines for the violation and removal of the extension.
I think this is an interesting example of where someone has been taken advantage of not only due to their low proficiency in English but also due to their unfamiliarity with aspects of Australian society and culture. My neighbour agreed to have the work done and was not exploited in this regard, but he was unaware of the council regulations and that door-to-door contractors are often dishonest.
This is such a relevant (and infuriating!) example.. thanks for sharing
During my 2019 trip to Beijing and Shanghai in China, I encountered numerous challenges due to the language barrier. Most signs, menus, and directions were solely in Chinese, making it difficult to navigate everyday activities. While translation apps helped with basic words, they often failed to capture the cultural nuances embedded in phrases or colloquial expressions, leading to misunderstandings. For instance, idiomatic phrases were either mistranslated or rendered meaningless. Thankfully, with the help of locals, I gained valuable insights not only into the language but also into the cultural context that shapes communication. This made me realize that language is deeply intertwined with culture, and attempting to simplify it through technology alone often removes the human element essential for understanding. Language barriers, while challenging, prompted me to engage more authentically with the environment, people, and traditions around me. From my own experience, I have a question that I always ask myself and my colleagues and friends: If technology could perfectly translate every language, would it erase the need for direct cultural engagement and diminish the unique experiences that come from overcoming such barriers?
Purely hypothetical, of course, because perfect translation – or perfect understanding even in communication where everyone speaks exactly the same language – does not exist …
I find it fascinating how meaning is shaped by context, emotion, and cultural nuances, which translation apps can never fully capture. Perhaps the imperfection in communication is what keeps cultural engagement and human interaction so meaningful. It’s the process of navigating these gaps that makes the experience richer. Do you think embracing these imperfections could actually enhance cross-cultural understanding?
Good point about embracing imperfection as a road to intercultural understanding!
On the Legal Aid NSW website, I found my language, Farsi, listed at the top of the page. However, as I scrolled down, I noticed that not all sections were translated. For example, the “My Problem Is” section and its subsections were not available in Farsi, while only the “Ways to Get Help” section (روشهای دریافت کمک) was translated. This indicates that comprehensive support for Farsi speakers is limited. Moreover, all the Legal Aid NSW publications are in English, and there are no translations available. Regarding acceptability, when I clicked on the “Help at Court” section (کمک در دادگاه), the translation was generally comprehensible. However, I personally prefer reading the English version, as the Farsi translation does not flow as smoothly, and some parts do not make sense to me.
Thanks for sharing your experience! It’s great that Legal Aid NSW offers some support in Farsi, but I understand your frustration with the lack of comprehensive translation :(( I wonder if this reflects a broader issue of resource allocation—are they prioritizing certain languages based on demand? Your preference for English over the Farsi translation is interesting too; perhaps it highlights a need for more culturally nuanced translations, rather than just direct linguistic conversion. Do you think this could improve the overall accessibility?
Good overview of the difficulties some migrants face when moving in a new country! Fourtunately, I do not identify myself with these situations nor my family as all of them reside in Mexico. Answering to the questions: Have you ever been in a situation where you needed more information in a new language? What was the problem? How did you go about obtaining the information? How was the situation resolved?
I haven’t, even though I’ve worked and lived in four countries including Australia. However, the difficult scenarios I lived when I first moved in China in 2015 were not very pleasant. I faced many situations where I was unable to communicate to buy/find food, go somewhere or have medical assisstance. The schools I worked for offered me some basic help but I was never trained to do it by myself so I had to adapt and learn on my own, recalling that by then, internet and translation apps were not that popular. Although, I never felt excluded or afraid, I knew the responsability to survive and the choice to be where I was belonged only to me. Peharps my age, view of life and enthusiasm helped me. In addition, I have to say that Chinese people were kind (mostly) but unable to communicate with me. I was underpaid during the first year, but I did not realize it due to my lack of experience in the country. My second school, in Changsha Shi, threatened me if I quit they would make sure I couldn’t work in China again (along with other bad treats, which I see now), so I was forced to be there for longer. In Beijing, a guy wanted to scam me with fake bills but I was a bit experienced by then and could speak some Chinese words. Despite these experiences, I consider China as the best experience in my life and made me grow, learn and understand different perspectives of life. The last year I was there (2023) I knew everything about the country and feel so confident doing whatever I wanted that I consider it now as my second home. Insuperable memories, from Beijing to Guangzhou, that vanish the bad ones.
Thanks for reading.
The availability, accessibility and acceptability of Tamil in the Legal Aid website can be rated as minimal.
Availability- Out of the 4 navigation buttons with 59 sections, Tamil translation is available only for 2 sections, ‘Legal advice’ and ‘Help at court’.
Accessibility- All navigation buttons are in English and in the dropdown Tamil is not visible. It comes under ‘More languages’ , a double step before accessing writing in Tamil. Reference to contacting interpreters in Tamil with a phone number could be useful but all the links provided from the Tamil translated section lead to a lot of writing in English. Images for each of the sub sections are not easily understood. FAQ section is translated in Tamil but the feedback section is labelled in Tamil leading to forms in English.
Acceptability- The translated script is accurate but the language used is very formal. There is a section on Privacy and a Client disclosure document in the English section which is not available in the Tamil section. This is an error of omission.
Thanks, HV, for this concise and helpful overview!
When I first moved to Australia as a young international student, my English was very limited. One of the many things I had to organise upon my arrival was to set up a bank account. I had made an appointment to one of the major banks and on the day of the meeting I felt very nervous. My low proficiency level in English at the time coupled with a lack of banking jargon rendered this usually straightforward process challenging and intimidating. The bank advisor was acting like a salesperson and tried pushing additional products I was not interested in. In the end, I collected all the information provided in writing and sought advice from friends and relatives before making a final decision.
Although, this is a little bit of a different situation, but it is definitely related to the language difficulties migrants experience and how they get treated differently. Last year in November we hosted Ahmed and Mohammed, two Palestinian refugees, in our shared house in Brussels. Luckily for them there is a big Arabic community in Brussels, so on a daily life level, they could find most things they needed. However, when they want to integrate in society or arrange legal affairs for their asylum, language plays an important role. As a bachelor in Dutch and French linguistics, I have the knowledge which organizations exist that offer free language courses. However, it struck me that even though these courses are organized to help refugees or migrants or any language learner, we discovered that the process didn’t happen quite fairly. The first time Mohammed and Ahmed went alone to “Huis van het Nederlands”, they told them they didn’t have any more places for them in the Dutch courses and needed to wait for at least a month. When I, as a Dutch speaking and native Belgian person, came with them, out of the sudden there were free spots left. Of course I can’t judge how the communication went before, but this was a very interesting case to think about. Luckily, now they have been taking Dutch courses three times a week for the past few months and they are getting better at it.
Thanks, Helene! In many ways your example is similar to the one shared by Amie below: a receptionist acting as a gatekeeper off their own bat …
Almost 4 years ago, I went to my GP to get vaccinated. The receptionist from GP, who was also Vietnamese, told me that my doctor was away, she could ask the other doctor to do it for me, and I needed to pay a fee to take a vaccine because I am a foreigner. I was skeptical because of what the doctor had told me that vaccine was for free. We argued for a while and decided let’s wait for the doctor come back to confirm. In the next appointment, when I came straight to the doctor, she told me that kind of vaccine was free for my age, even though I am not Australian. Of course finally I didn’t have to pay for that. I think the problem is that too many difficult English medical terms prevent the receptionist from getting to know every detail about my vaccine. As for myself, I didn’t even know how to check the information, so I was circling around.
Thanks for sharing your experience! I think it’s not only a terminology issue but that some gatekeepers are more guided by their prejudices than actual policies … glad you could stand up to the receptionist!
That sounds like such a frustrating situation, especially when dealing with something as important as vaccines. It’s unfortunate that language barriers and medical terminology can create so much confusion, even among healthcare staff. It must have been a relief when the doctor confirmed that the vaccine was free for you. Do you think healthcare services should provide clearer communication or better language support for non-native speakers, especially when it comes to important medical information like vaccines?
I have a partner who is currently in a position of visa issues. We are currently overseas in Lima, Peru now trying to figure out how to become a family in one particular country. My partner has been taken advantage a few times in work and in study. The employer did not pay him above average wage and his studies he was completing at a business school no longer exists. He has spent a lot of money trying to gain qualifications and unfortunately this particular school was not regulated by the government. He lost a lot of money and did not gain anything from it!
There is a lot to say about how the government is running programs within Australia. Before I was ignorant and now that I am living through this I am unsure how our government is allowing many industries / organisations to run courses or allow work that is not paying the ‘proper wages’ to migrants. I am an Australian citizen and I can’t even get an answer from immigration about my partner’s visa issues! I feel there needs to be more support to migrants or some reform to make sure we as Australians are doing the right thing for those who travel across the seas to start a life in Australia. We could be doing better as a country!
What a harrowing story – and a good example that improved literacy alone does not help … sometimes migrant disadvantage seems to be a feature, not a bug 🙁
I had an experience related to legal. My child got injured in a kid’s café. The incident occurred due to the old facilities and poor maintenance, leading to my child getting hurt and bleeding. I told the owner and he said that he would handle it after I met GP and claim the receipt. Later, he told me that he had no responsibility because I should supervise my kid carefully. We had a short argument and I asked to review the CCTV footage, but my request was denied. I had to leave immediately because my child was crying and bleeding. I got a contact number and email address to claim anyway. Luckily, a mother at the café recorded her child, capturing evidence of my kid’s situation and helping to resolve the issue. There was a free legal help service offered by the Sydney Consulate, but it required to book in advance and was available only about once on a certain day, making it inaccessible in urgent situations.
My first language is Mandarin. When I access the Legal Aid NSW website in the English interface, I can find the information I need, which is acceptable in terms of availability and accessibility. For example, I recently searched for legal terms and found the information quickly. However, switching to the Mandarin interface was confusing due to the English and Chinese content mix. Additionally, the Simplified Chinese option featured a blend of Simplified and Traditional Chinese, and the translation quality was disappointing. When I tried to search for legal terminology again, the interface remained identical to the English version but was entirely in English. This situation is particularly frustrating for those seeking legal support, who are often anxious. Even users with a decent level of English would find such an interface difficult to accept. Therefore, I see the availability, accessibility, and acceptability of the Simplified Chinese interface as inadequate.
Your experience highlights a serious gap in the user experience for non-English speakers accessing legal information. It’s concerning that even with the Simplified Chinese interface, there’s still a blend of Traditional Chinese and English, which must create confusion for users. Legal terminology is complex enough, so clear and accurate translations are crucial to ensure people get the support they need. Do you think improving the consistency and translation quality in these interfaces could better serve Mandarin speakers, particularly those with limited English proficiency?
Fortunately i have not encountered or never been in a situation where i could have got scammed, but due to prior information given by my friends, relatives and collogues. I can imagine how challenging it would be to navigate a language barrier, especially when critical information is needed. Not knowing the local language can be major obstacle in situations like needing medical assistance, handling legal paperwork, or even something as simple as following direction at work.
If I were in that situation, I would likely to rely on translation tools, seeking advise from my friends and relative as well as if any difficulty i would report on NSW service department where they will try to resolve any matters regarding scams and fraud.
Regarding someone being taken advantages of due to language barriers, there are many instances where this happens , especially with new migrants. I recalled how a Chinese agent had conned my acquaintance out of money while they were job seekers. She was looking for employment when she received a call from a Chinese woman asking her to clean stadium, she was told to get pay 150$ but she didn’t get any pay and later we knew she blocked her number it was terrible experience. That problem didn’t get resolved as we were new in the city and we were totally unaware of the services regarding those problems.
A few months ago, my friend rented an apartment directly from a landlord, bypassing a real estate agency. The landlord requested rent in cash every two weeks, which my friend agreed to, possibly for the landlord to avoid taxes. Recently, the landlord announced a rent increase with a false explanation, claiming that monthly utility bills, like electricity and hot water, exceeded $1,000, even though my friend had no access to the bills. The landlord also falsely claimed my friend needed to pay the strata bill, which is the landlord’s responsibility, and lied that it must be paid monthly, not every three months. My friend sought help from the Korean community to understand the billing system and confronted the landlord, who continues to deny any wrongdoing. The situation is still unresolved, and my friend plans to move out due to this unfair treatment.
I know of a Korean worker who faced a similar issue, which unfortunately happens often. She worked at a restaurant where the owner broke labor laws by underpaying her. As the article mentions, migrants with limited English skills often lack legal literacy, making them vulnerable to exploitation. Since she didn’t speak English or know the law, she was unaware her rights were being violated. She turned to her local Korean church, where members helped her understand her situation and provided guidance. They connected her with the Fair Work Ombudsman and offered moral and emotional support throughout the process. With the help of a translator provided by the Ombudsman, she was able to file a complaint and resolve the issue. The Korean community is working to raise awareness and prevent further exploitation, but as the article highlights, more needs to be done to make legal information accessible to non-English speakers.
In a new situation with the second language, one of the most important things is self-confidence. I learned it through my experience.
When my medicine which I had brought from my country was running out, I went to pharmacy with a prescription. However, there were no pharmacies which had the medicine. Some pharmacies gave me information about the medicine but I could not catch their explanations. Moreover, I hesitated to ask them because I was ashamed of my low English proficiency. At the 6th pharmacy, I pushed myself to ask them questions repeatedly until I fully understood the fact that the medicine was not in circulation.
I asked GP to change the prescription and finally got alternative medicine. If I had sufficiently asked questions to the first pharmacy without being embarrassed, I would not have been looking for the medicine for a few days.
Thanks for sharing! Don’t be too hard on yourself – developing confidence in a new language takes time 🙂
One of my cousin’s friends in Melbourn got involved with an unfair work contract that allowed his employer to exploit him by underpaying like 10 dollars per hour. He was afraid to seek help because his English skills was limited. Eventually, one of his family members figured this out and took assistance through a Bangla community center that offered support. As he could speak freely in Bangla, it helped him to explain his concerns and get the right help for his rights. Also, my in-laws want to seek asylum here due to unrest in Bangladesh but they are afraid of language barrier. I believe this situations highlight the importance of accessibility of legal recourse in multi-language options to prevent exploitations.
I have an experience living in New Zealand. At the time, I was unfamiliar with English, so all the paperwork for renting a house, purchasing a car, and applying for a visa was always overwhelming. One of the unforgettable moments was when I scratched someone’s car in a parking lot. Despite the kind car owner showing me an insurance guide, I could not understand what was happening. Luckily, I could make a claim since the car insurance company had a Korean-speaking staff who helped me. However, I could not grasp the process in detail and had to trust and rely on the Korean speaker. As these kinds of problems kept happening, my life got quite challenging. I struggled to fill in the medical form at the hospital and was charged a traffic fine while driving. I always tried to find a Korean-speaking staff, but sometimes that was not easy.
Thanks for sharing – sounds so stressful. As you say, such seemingly trivial matters can quickly become overwhelming.
Thanks for sharing! Oh yes, this life admin becomes so complicated when it’s not in a language we understand well, and on top of that, the way things work is new and different! I had a similar experience in Belgium and had to rely on a lot of google translate and explanations from colleagues to help with some written paperwork. Luckily we had the huge privilege that in face to face interactions and meetings with local authorities, everyone accommodated us by speaking English.
Dear All,
As an international student studying Master of Applied Linguistics and TESOL at Macquarie University, so far, I am lucky, I haven’t encountered any situation that required legal assistance and translation aid. However, when I first signed the work contract of my part-time job, I spent a very long time to read every word. Since it is my first job in Australia, I tried to understand all of my rights and responsibilities. I also consulted many friends getting to know more about my rights and things I have to pay attention to during work. As a result, I get the job and I have been working fine since then.
I met a customer from mainland China who also worked in sales. She asked about my average salary and job responsibilities, and during our conversation, she realized that her employer was paying her below the minimum wage. I believe her employer might have been taking advantage of her limited English skills and lack of understanding of local labor laws. I recommended that she speak to her employer first, and if nothing changed, to seek help from Fair Work. Unfortunately, We didn’t exchange contact details, but I hope she receives the fair treatment and compensation she is legally entitled to.
For the Legal Aid NSW website, the change of other language button is not easy to find on the first page. You have to press the right top button and change the language manually. I think it would be more accessible to put the button on the first page. After clicking, the page of Ways to get help in Chinese Traditional will be shown. This page provides information for how to get legal help in Chinese. Overall, the Chinese there is understandable and human-like. However, apart from a page in Chinese showing contacts, I cannot find other information in Chinese. Pages like About us, For lawyers are all in English only. News and other useful information are only in English too. I hope there would be more legal literacy on Legal Aid NSW in Chinese will be added.
Regards,
DM
Hi DM,
Thanks for sharing your experience – that’s so great that you were able to help your customer discover their work conditions weren’t okay and that you could advise them about where to go for help.
Thanks for checking out the website and sharing your experience engaging with it in Chinese – yes, there is definitely a different level of content across different languages!