Navigating the NDIS as a Culturally and Linguistically Diverse (CALD) Participant

Key information:

• The NDIS can be hard to navigate, especially if English isn't your first language. Free interpreters are available through TIS National (131 450) in over 160 languages.
• Local Area Coordinators, Support Coordinators, and multicultural advocacy groups can all help guide you through the process.
• The NDIS CALD Strategy 2024–2028 is actively working to make the system fairer and more accessible for culturally and linguistically diverse participants.

The National Disability Insurance Scheme (NDIS) system is complex and often feels like it has its own language of compliance and codes. It's even more difficult for many Culturally and Linguistically Diverse (CALD) Australians, who have added barriers to understanding and accessing the disability support services they need.

With 30% of people living in Australia identifying as a CALD person, it's important to make sure everyone gets the same access to services like the NDIS. Thankfully, help is available!

3 common barriers for CALD families accessing the NDIS

Lack of awareness about the Scheme

The NDIS is a fairly unique system. In many communities, disability services might not exist in the same way. Even in Australia, people who haven't engaged with disability services before might not know what the NDIS is, who is eligible, and how to apply for NDIS funding.

Language barriers

NDIS terms can be complex, and the system can feel convoluted at times even for fluent English speakers. Processes like applications and planning meetings can be a lot harder to understand, and communicating your needs effectively can feel almost impossible.

You don't need to speak English to access the NDIS – if you're a participant, you can access free Translation and Interpreting Services (TIS National) to help you speak to the NDIS or communicate with registered NDIS providers.

Cultural beliefs around disability

Some cultures may have stigma or social pressures around disability. Living with disability can be seen as a private family matter, or even something shameful – which can prevent people from seeking help outside the home.

Additionally, families might be worried that asking for support outside of their own care means giving up control – leaving the fate of their loved one in someone else's hands. It's important to understand that the NDIS is designed to support choice and control for participants and their families, working alongside existing supports rather than replacing them.

Related:

• What are Informal Supports Under the NDIS?
• Can a Family Member or a Friend Provide Paid NDIS Support?

Navigating the NDIS in your language

Having your say and understanding your plan are key parts of being an NDIS participant. There are options for people who need to translate NDIS-related information into other languages:

Using Translating and Interpreting Services (TIS National)

TIS National is a free interpreter service for NDIS participants and carers, providing interpreters for more than 160 languages. As a participant, you can phone TIS and access interpreting services to help with the NDIS anytime.

For example: if you wanted to talk to the NDIS over the phone, you could call TIS National's immediate phone interpreting services (131 450) and ask to speak to the NDIS on 1800 800 110. TIS can then help you (participants or carers) by interpreting the conversation.

They will only tell you what's been said. They will not give you any advice or their own opinions - you always retain choice and control when it comes to your NDIS plan.

You can also pre-book assignments for upcoming phone calls with TIS Online. If you speak a less common language or have a set time for your phone appointment, it's recommended to pre-book so you can guarantee someone is available when you need them.

Alternatively, your NDIS planner or Local Area Coordinator (LAC) can help you get access to an interpreter for upcoming meetings. Where possible, on-site interpreters will be booked for face-to-face meetings to better help you understand any tricky information.

Translations for First Nations languages

For First Nations languages, you can request an interpreter by speaking to:

• Your Local Area Coordinator (LAC)
• Your NDIS Planner
• Your Support Coordinator
• A remote community connector

General CALD advocate services

You can also contact general multicultural or culture-specific advocacy groups to help you on your NDIS journey. These groups are not affiliated with the NDIS but can act as a supportive presence to ensure you're heard, understood, and able to participate in the exchange. An independent advocate can even attend your planning meeting with you, so you feel supported and in control from the start of your NDIS plan.

Related: Your Rights in an NDIS Planning Meeting: Can You Bring a Supporter?

Listening to the NDIS Commission website in your language

The NDIS Quality and Safeguards website has a tool called ReadSpeaker which allows you to listen to the text out loud in English. You can also choose to translate the text into one of 29 languages and have the translated version read out to you.

Simply highlight the text and select "translate" from the menu that appears, then choose the language you want. A pop up will appear with the audio ready to be played.

Translating web pages in your browser

While not perfect, you can use automated options like translating the webpage in your browser. For example, you can automatically translate any webpage using Google Chrome — simply click the three-dot symbol in the top right corner (on desktop) and scroll down to the 'translate' option. There are many languages to choose from, so you may need to scroll a bit to find the right one!

You can also translate pages on mobile. Chrome is widely considered the most accurate browser across devices, but Safari can translate text too.

Can you use AI to translate NDIS information?

For privacy reasons, we would recommend you do not use LLMs to translate any sensitive information about yourself or your NDIS plan, including any personal, medical or financial details.

Popular AI platforms like ChatGPT, Claude and Gemini are not considered private because whatever information you put in can be used to train future models, meaning your conversations can be stored.

Additionally, AI has been known to change or make up parts of its responses if it needs to fill a gap – which is not ideal when you need an accurate translation to help you understand something.

Related: 5 Cybersecurity Tips for NDIS Participants to Stay Safe Online

What is the NDIS doing to help CALD participants?

The NDIS has announced their CALD Strategy 2024–2028, which is a co-designed approach to making the NDIS better for CALD people. 'Co-designed' means the NDIS asked for input from CALD participants, their families and carers, disability organisations, and other organisations that work with CALD people. This approach makes sure the NDIS has enough information about what CALD participants want and need, so the system can be improved for everyone.

There are 6 priorities to the NDIS CALD Strategy:

• Infrastructure: Improving systems and processes to make sure CALD participants are supported.
• Staff Capability: Helping staff learn to better respond to participants' cultural needs.
• Accessible Communications: Improving how the NDIS shares information with CALD communities and participants, so it's easily understood.
• Markets: Helping providers offer good services that respect all cultures and work well for CALD participants and their loved ones.
• Data: Gathering and using better data to understand and deliver the support CALD participants need (thus improving NDIS services for them).
• Outreach: Supports and services to help connect with CALD communities, educate them about accessing and using the NDIS, and share information that helps change community attitudes about disability.

The Strategy will also inform any incoming NDIS reform, so that any new changes or systems will also consider the wants and needs of CALD communities.

How NDSP supports all NDIS participants

As a registered NDIS provider, NDSP Plan Managers are responsible for offering interpreter services. And we take it seriously! We want to make sure you understand:

• What is in your NDIS plan (i.e. supports, funding periods)
• Your current budgets, and how to use our Nappa portal to see them live.
• Timelines, and how we handle provider invoices for you.
• How you can ask us for more help if you need it.

We empower NDIS participants across Australia with comprehensive, caring plan management services that put you first. If you have questions, our expert team have answers! We're more than happy to work with you, and TIS National, to make sure you get the most out of the experience.

If you're new to the NDIS system or looking to change plan management provider, why not contact NDSP today to find out more – we'd love to chat.