Australian Government Directory of Services for Older People 2012-2013
Introduction
Table of contents
The Australian Government Directory of Services for Older People is a guide to Australian Government programs and services of interest to older people. It contains a brief description of each of these and provides contact information for most listings.
All information in this Directory was correct at the time of publication. However, some payment amounts and contact information may change from time to time. Always check with the relevant agency before making decisions or acting on information contained in this Directory.
How to use this Directory
This Directory is divided into five chapters.Chapter 1, ‘Health choices’, covers a range of health matters including preventive care, early detection and getting medical care. Information about how to better manage medical conditions is also included.
Chapter 2, ‘Accessing care’, contains information about how to get help to stay at home and how to access aged care, including residential services. Advice for carers is included here.
Chapter 3, ‘Employment choices’, covers where to go to get help finding work, financial assistance and options for education and training.
Chapter 4, ‘Finance choices’, details pensions, allowances and other payments. Information about taxation, superannuation and where to go for financial advice is also contained here.
Chapter 5, ‘Protecting your rights’, covers information about legislation and where to go for help.
The last two sections of the Directory are:
Additional services
Some services have been established to assist special groups in the community. These services feature an icon identifying which group the services are for.Top of page
Cost of phone calls
Calls to 1800 numbers are generally free to the caller when made from a land line.Calls to 13 or 1300 numbers are charged at a low fixed amount to the caller when made from a land line.
All calls made from mobile phones are charged at the rates applicable to each telephone provider.
All calls made from public phones are charged at the rates applicable to each telephone provider.
In a life-threatening or critical emergency please call 000.
Help with English 
Translating and Interpreting Service
The Australian Government, through the Department of Immigration and Citizenship (DIAC), provides a Translating and Interpreting Service (TIS National) for people who do not speak English and for English speakers needing to communicate with them.TIS National connects clients and non-English speakers with interpreters 24 hours a day, seven days a week. TIS National is accessible from anywhere in Australia.
Phone: 13 14 50 (TIS National)
Centrelink services enquiries
For Centrelink services enquiries, non-English speakers should call 13 12 02. This is not an interpreter service. People telephoning this number can have their questions answered directly by a Service Officer in their own language, and an appointment and interpreter can be arranged where required.Phone: 13 12 02 (Centrelink services)
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Pre-booked Telephone Interpreting
Pre-booked Telephone Interpreting allows clients to book an interpreter in advance to ensure that any special requirements can be met. Pre-booked calls are advantageous for clients where the non-English speaker is from a minority community language group, or if an interpreter is required for a set time or important occasion, such as a business conference.To request a pre-booked telephone interpreter, please submit the Pre-booked Interpreter Booking Form available online.
Phone: 13 14 50 (TIS National)
1300 655 820 (TIS National Client Liaison and Promotions Team)
Email: TIS National Client Liaison and Promotions Team
Website: Department of Immigration and Citizenship at www.immi.gov.au/tis
Postal: TIS National
GPO Box 241
Melbourne VIC 3001
On-site interpreting services
TIS National also provides on-site interpreters for face-to-face assignments.Onsite appointments are usually booked by the agency or organisation that is communicating with the non-English speaker. Please discuss the need for an on-site interpreter with the agency you are dealing with.
To request an on-site interpreter, please submit the Onsite Interpreter Booking Form available online.
Document translations
TIS National facilitates fee-free translation of documents for new migrants to Australia through Adult Migrant English Program (AMEP) offices. Document translation is available to new migrants to help them settle into the Australian community.Documents eligible for translation include birth, marriage and death certificates, employment and education records, and medical referrals and reports.
Eligible clients may obtain fee-free translations of approved documents within a period of two years after the date of:
- their initial arrival in Australia with a permanent visa or Australian citizenship; or
- the onshore grant of a permanent visa.
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Doctors Priority Line
The Doctors Priority Line provides interpreting services to medical practitioners including specialists working in private practice to assist with communication with culturally and linguistically diverse permanent residents or citizens of Australia for Medicare services claimable consultations or treatment.Medical practitioners who call TIS National for interpreting services are given priority connection to interpreters.
If you wish to use an interpreter when speaking with your doctor, please ask them to call TIS National for a free interpreting service.
Free interpreting services are also available to pharmacists to assist them to dispense PBS medicines to people from culturally and linguistically diverse backgrounds.
Multicultural services—Department of Human Services
The Department of Human Services provides a number of services to help customers from cultural and linguistically diverse backgrounds. Customers can speak to a Multicultural Service Officer in their own language by calling Multilingual Call. Information in different languages can be found on the Department of Human Services website. Interpreters and translation of documents for Centrelink services can be arranged free of charge.Phone: 13 12 02 (Centrelink services)
Website: Department of Human Services at www.humanservices.gov.au/multicultural
(For more details refer to Chapter 4: Products and assistance/Department of Human Services Multicultural Services).
Help with hearing and/or speech impairment
National Relay Service
The National Relay Service (NRS) is an Australian Government initiative. It is a phone solution that lets people who are deaf or have a hearing and/or speech impairment ring anyone, anywhere and vice versa. A specially trained relay officer relays the phone conversation between the two parties and helps the call go smoothly.Depending on your circumstances, you will need either a standard telephone, a computer with modem or a teletypewriter (TTY).
The NRS is available 24 hours a day, seven days a week. All relay calls are confidential. Calls via the NRS cost about the same as a local phone call. Training on making relay calls is free.
The NRS also provides a text-based emergency service that enables access to police, fire brigade or ambulance by dialling 106 on a TTY.
Phone: To make an NRS call:
13 36 77 (TTY/voice) or
1300 555 727 (speak and listen) Then dial or ask for the phone number you wish to call.
1800 555 660 (NRS Helpdesk – for more information or support)
Email: National Relay Service Help Desk
Website: National Relay Service at www.relayservice.com.au
Postal: National Relay Service21A Elliott Street
Balmain NSW 2041
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Locating government organisations
There are three levels of government in Australia; Australian Government, state or territory government and local government.Australian Government
The Australian Government, also known as the Commonwealth Government or the Federal Government, passes laws which affect the whole country. The decision-making body of the Australian Government is the Parliament of Australia. It is located in Canberra and consists of two houses: the House of Representatives and the Senate.Australian Government responsibilities include foreign affairs, social security, industrial relations, trade, immigration, currency and defence.
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Australian Government at australia.gov.au
The Australian Government at australia.gov.au website is your connection with government in Australia. It links to information and services on around 900 Australian Government websites as well as selected state and territory resources. Australian Government at australia.gov.au also searches over four million web pages from the Australian Government and state and territory governments.The site has been set up to improve access to information, messages and services on government websites. It allows people to personalise their viewing and browsing options through an optional online account.
Website: Australian Government at australia.gov.au
Postal: Department of Finance and Deregulation
John Gorton Building
King Edward Terrace
PARKES ACT 2600
Department of Human Services
Centrelink, Medicare Australia, Child Support Agency and CRS Australia
It is important to note that Centrelink, Medicare Australia, the Child Support Agency and CRS Australia are now part of the Australian Government Department of Human Services.The department is now responsible for their payments and services. You may notice changes to signage, websites, phone messages, or logos as the department brings together information about various services and payments for you. Find out more at Department of Human Services at www.humanservices.gov.au
State and territory governments
Australia has six parliaments at the state level and two territory parliaments. They each retain the power to make their own laws over matters not controlled by the Australian Government. State and territory parliaments are located in each of Australia’s eight capital cities.State and territory government responsibilities include justice, consumer affairs, health, education, forestry, public transport and main roads.
State and territory government websites
| State | Website |
|---|---|
| Australian Capital Territory | Australian Capital Territory at www.act.gov.au |
| New South Wales | New South Wales at www.nsw.gov.au |
| Northern Territory | Northern Territory at www.nt.gov.au |
| Queensland | Queensland at www.qld.gov.au |
| South Australia | South Australia at www.sa.gov.au |
| Tasmania | Tasmania at www.tas.gov.au |
| Victoria | Victoria at www.vic.gov.au |
| Western Australia | Western Australia at www.wa.gov.au |
| Norfolk Island | Norfolk Island at www.norfolk.gov.nf |
Local government
Local governments are established by state and territory governments to take responsibility for a number of community services. The decision-making body of local government is usually called the city council or shire council.Local government responsibilities include: local road maintenance, garbage collection, building regulations, land subdivisions, and public health and recreation facilities such as swimming pools.
There are over 560 councils across Australia. Refer to your local phone directory to contact your local government.
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