Victoria is home to one of the most culturally diverse older populations in Australia, and both the federal and state governments fund services designed to meet that reality. This guide explains how to access free professional interpreting for government and aged-care conversations, how to find ethno-specific and culturally specific aged-care providers across Victoria, and how Aboriginal community controlled organisations support First Nations elders. It is general information only — for decisions about your own care or finances, speak with a qualified professional or contact the relevant agency directly.
Why language and culture matter in aged care
For many older Victorians, English is a second, third or even fourth language. When conversations turn to health assessments, care plans, medication or legal paperwork, the stakes of a misunderstanding are high. A professional interpreter is not a luxury — it is a practical safeguard, and for most government-funded services it costs you nothing.
Culture shapes how people understand illness, family duty, privacy and what a good life looks like in older age. Ethno-specific and culturally specific aged-care providers understand those frameworks from the inside. They may offer meals, social activities, spiritual practices and communication styles that feel genuinely familiar rather than merely tolerated.
Aboriginal and Torres Strait Islander elders have their own community controlled services built on the principle that First Nations communities should govern the care of their own elders. These organisations are structurally different from mainstream providers and are worth understanding on their own terms.
What is TIS National and who can use it?
TIS National — the Translating and Interpreting Service — is run by the Australian Government's Department of Home Affairs. It provides telephone and on-site interpreting in more than 160 languages, 24 hours a day, seven days a week. For many government agencies and community services, the cost is covered by the agency, meaning the person being helped pays nothing. Confirm current eligibility and service hours at tisnational.gov.au.
TIS National covers a wide range of service types relevant to older Victorians: Centrelink and Services Australia appointments, My Aged Care assessments, Medicare enquiries, interactions with state government departments, and calls to many community health services. The key point is that you do not need to arrange this yourself in advance — any eligible agency is required to contact TIS National on your behalf if you request it.
If you are calling a service and English is not your preferred language, you can say the name of your language and ask them to contact TIS National. You can also call TIS National directly on 131 450 and ask them to connect you to the service you need. The website at tisnational.gov.au explains both pathways clearly.
How do I access translation or interpreting services?
The simplest step is to tell any government or community service that you need an interpreter and name your language. Under Australian government policy, eligible services are expected to arrange this through TIS National or another accredited provider — you should not be asked to bring your own interpreter or rely on a family member for official conversations, though family members may of course attend as support.
For written translation of documents — such as correspondence from My Aged Care, Centrelink or a hospital — TIS National also offers document translation services. Check tisnational.gov.au for which document types are covered and whether a fee applies in your situation, as eligibility rules can change.
Victoria's multicultural communities also have access to the Victorian Multicultural Commission, which can direct you to community-based language support and advocacy organisations. The Commission's website at multiculturalcommission.vic.gov.au lists community resources by language and cultural background. For aged-care-specific navigation help, the My Aged Care contact centre (1800 200 422) can arrange an interpreter during the call itself.
How do I find culturally specific or Indigenous aged care services?
My Aged Care is the federal government's starting point for finding any approved aged-care provider in Australia, and its search function at myagedcare.gov.au allows you to filter by location and, to some extent, by service type. When you speak with an assessor, you can specifically request referrals to culturally or linguistically appropriate providers — this preference can be recorded in your care plan.
Victoria has a well-established network of ethno-specific aged-care organisations serving communities including — but not limited to — Italian, Greek, Chinese, Vietnamese, Indian, Polish, Jewish, Arabic-speaking and many other backgrounds. Examples include organisations such as Co.As.It. (Italian aged care), the Greek Orthodox Community of Melbourne and Victoria, Uniting AgeWell's multicultural programs, and the Vietnamese Community in Australia Victoria Chapter. Searching for your community's name alongside 'aged care Victoria' will often surface the relevant peak body or provider, and the Victorian Multicultural Commission website is a useful directory starting point.
For First Nations elders, Aboriginal community controlled health organisations (ACCHOs) are the primary providers of culturally safe care. In Victoria, the Victorian Aboriginal Community Controlled Health Organisation (VACCHO) at vaccho.org.au is the peak body and can direct you to member services closest to you. Individual ACCHOs such as the Victorian Aboriginal Health Service (VAHS) in Fitzroy and Rumbalara Aboriginal Co-operative in Shepparton provide aged-care and community support services designed and governed by First Nations communities. The principle of community control means these organisations are accountable to their own communities, not to mainstream health systems.
Aboriginal community controlled aged care: what makes it different?
Aboriginal community controlled organisations (ACCOs) operate on the understanding that First Nations elders have distinct cultural, spiritual and social needs that cannot simply be added onto mainstream services. Country, kinship, language, ceremony and connection to community are not peripheral preferences — they are central to wellbeing. ACCOs are governed by Aboriginal and Torres Strait Islander community members and are accountable to those communities.
In Victoria, VACCHO (the Victorian Aboriginal Community Controlled Health Organisation) coordinates and advocates for its member organisations across the state. Its website at vaccho.org.au provides a directory of member services, which include aged-care support, community health, social and emotional wellbeing programs, and help navigating federal aged-care systems. For elders living in regional Victoria, local ACCOs such as Rumbalara in Shepparton or Bendigo and District Aboriginal Co-operative (BDAC) offer locally grounded services.
The National Aboriginal and Torres Strait Islander Flexible Aged Care Program is a separate federal funding stream specifically for First Nations elders, particularly those in remote and very remote areas, though it also supports some urban and regional services. Information about this program is available through the Australian Government's Department of Health and Aged Care at health.gov.au. If you are a First Nations elder or supporting one, asking My Aged Care specifically about this program and about ACCO providers in your area is a worthwhile step.
Practical steps for a multilingual aged-care conversation
Before any significant aged-care appointment — an ACAT (Aged Care Assessment Team) assessment, a care plan review, a Centrelink income assessment — it is worth contacting the service in advance to confirm that an interpreter will be available. TIS National can be pre-booked for face-to-face appointments. Give the agency at least a few days' notice where possible, particularly for less common languages or for on-site rather than telephone interpreting.
If you are helping an older parent or community member navigate these systems, the same rules apply — you can request an interpreter on their behalf. It is also worth knowing that My Aged Care has a dedicated line for people who speak languages other than English, and that TIS National can be used for that call. The My Aged Care website at myagedcare.gov.au has information pages available in a range of community languages.
Keep a simple written record of any interpreter's name or identification number, the date of the appointment, and the key decisions made. This is useful if there is any later confusion about what was agreed. For complex decisions — about care funding, accommodation bonds, or legal arrangements such as powers of attorney — always follow up with a qualified professional such as an accredited aged-care financial adviser, a solicitor, or a community legal centre. This guide is general information only and does not substitute for that advice.
Community organisations and advocacy networks in Victoria
Beyond the formal government system, Victoria has a rich network of ethno-specific community organisations that offer navigation support, social connection and advocacy for older members. Many of these organisations have been operating for decades and have deep relationships with both their communities and the broader aged-care sector. The Victorian Multicultural Commission's website and the Federation of Ethnic Communities' Councils of Australia (FECCA) at fecca.org.au are useful directories.
The Older Persons Advocacy Network (OPAN), accessible at opan.org.au or on 1800 700 600, provides free, independent advocacy for older people receiving or seeking aged care. This service is available to everyone, and OPAN can arrange an interpreter for its own conversations. If you feel your cultural or language needs are not being met by a provider, OPAN is a practical first call.
For Victorian Aboriginal elders specifically, the First Peoples – State Relations office within the Victorian Government (firstpeoplesrelations.vic.gov.au) and the Aboriginal Victoria unit provide information on rights, services and self-determination frameworks. These are distinct from federal aged-care systems and can offer guidance on state-level programs and supports that complement Commonwealth-funded care.
Key takeaways
- TIS National provides free professional interpreting in over 160 languages for eligible government and community services — you can request it by simply naming your language when you call.
- Any eligible government agency, including My Aged Care and Centrelink, is expected to arrange an interpreter for you through TIS National — you do not need to organise this yourself.
- Ethno-specific aged-care providers in Victoria serve dozens of cultural communities; My Aged Care assessors can record a preference for culturally appropriate services in your care plan.
- Aboriginal community controlled organisations (ACCOs) provide aged care governed by First Nations communities — VACCHO at vaccho.org.au is the Victorian peak body and directory.
- The Older Persons Advocacy Network (OPAN) offers free, independent aged-care advocacy and can arrange an interpreter for its own conversations.
- This guide is general information only — for decisions about care, finances or legal arrangements, seek advice from a qualified professional or contact the relevant government agency directly.
Recommended partners and links
Indicative prices only — always confirm with the operator before booking.
Frequently asked questions
How do I access translation or interpreting services?
Tell any government or community service that you need an interpreter and name your language — eligible services are expected to contact TIS National (the Translating and Interpreting Service) on your behalf at no cost to you. You can also call TIS National directly on 131 450, 24 hours a day, seven days a week, and they can connect you to the service you need. For My Aged Care specifically, call 1800 200 422 and request an interpreter at the start of the call. Check current eligibility and service details at tisnational.gov.au, as arrangements can change.
How do I find culturally specific or Indigenous aged care services?
Start with My Aged Care at myagedcare.gov.au or by calling 1800 200 422 — when speaking with an assessor, specifically request referrals to culturally or linguistically appropriate providers, and ask that this preference is recorded in your care plan. For ethno-specific providers, the Victorian Multicultural Commission at multiculturalcommission.vic.gov.au lists community organisations by background and language. For First Nations elders, the Victorian Aboriginal Community Controlled Health Organisation (VACCHO) at vaccho.org.au is the peak body and can direct you to member services across Victoria, including in regional areas.
Is TIS National really free, and for what services?
TIS National is free for callers when the agency or service they are contacting is eligible under the Australian Government's arrangements — this covers most Centrelink, Medicare, My Aged Care and many state government interactions. In some cases a fee may apply, for example for certain document translations or for private service providers. Always confirm current eligibility and any costs at tisnational.gov.au or by calling 131 450, as the rules can be updated.
What is the difference between an ethno-specific and a culturally specific aged-care provider?
Ethno-specific providers are organisations established by and for a particular ethnic community — for example, an Italian, Greek or Chinese aged-care organisation. Culturally specific is a broader term that can include services designed for any group with distinct cultural needs, including First Nations communities. Both types aim to provide care that is genuinely familiar in language, food, social practice and values, rather than simply offering mainstream care with a translated brochure. My Aged Care assessors can help identify which providers in your area have relevant cultural expertise.
Who can help if an aged-care provider is not meeting my cultural or language needs?
The Older Persons Advocacy Network (OPAN) provides free, independent advocacy for older people receiving or seeking aged care anywhere in Australia — call 1800 700 600 or visit opan.org.au. OPAN can arrange an interpreter for its own conversations. You can also raise concerns directly with My Aged Care or, for serious issues, with the Aged Care Quality and Safety Commission at agedcarequality.gov.au.
Got a tip, a price update or a story from this route? The community would love to hear it.
Share your views on our Facebook page— Seniors and Solo Traveller Stories
- TIS National – Translating and Interpreting Service
- My Aged Care – Australian Government
- Victorian Multicultural Commission
- VACCHO – Victorian Aboriginal Community Controlled Health Organisation
- Older Persons Advocacy Network (OPAN)
- First Peoples – State Relations, Victorian Government
- Federation of Ethnic Communities' Councils of Australia (FECCA)
- Aged Care Quality and Safety Commission
- Department of Health and Aged Care – National Aboriginal and Torres Strait Islander Flexible Aged Care Program
