Language Assistance Services assists people who are not fluent in English. Without clear communication public services and information in New Zealand can be a challenge. People can struggle to get the help they need. This is especially important for refugees and migrants who are starting a new life here. Being unaware of systems like:

• health
• education
• housing
• and jobs

can slow their settlement and make it harder to become independent. Poor or inconsistent interpreting or translation services can also lead to confusion, delays, higher costs, and lower trust in government services.

We improve this by providing access to reliable interpreting services across government agencies. This helps people:

• understand information
• make informed decisions
• and take part in their communities with confidence.

We also highlight where barriers exist and where services can improve. Support fair access to services, strengthen trust, and help build a more inclusive and connected New Zealand.

The Language Assistance Services Programme was created to address language barriers in accessing public services and information. This initiative came about after reviews in 2015 and 2016 highlighted the need for improved interpreter and translation services in the public sector.

The Language Assistance Services Programme was established in 2017 to implement the recommendations of a comprehensive review of the provision of interpreting and other language assistance services across the public sector. The goal of the programme, which was initially co-led by the Ministry for Business Innovation and Employment and Department of Internal Affairs, to ensure equal access to government-funded services for all New Zealanders, regardless of their English proficiency.  The Language Assistance Services address availability, quality, quantity, and accessibility of language support across the public sector.

The programme moved to the business-as-usual stage from 1 April 2025. It was then transitioned to us at the Ministry for Ethnic Communities.

Fair and accessible public services: Summary report on the use of interpreter services and other language assistance in New Zealand - PDF.

About the programme

Language assistance services – such as interpreting and translation – are critical to bridge communication gaps and ensure people with limited language skills can access public services and information. Interpreting and translation services are particularly important for newly arrived refugees and migrants, some of whom may not have English language skills at a level where they can operate independently, settle quickly into New Zealand life and achieve self-sufficiency.

Problems being addressed

The programme was established to implement the recommendations of two reviews undertaken by Ministry of Business, Innovation and Employment and the Department of Internal Affairs in 2016 and 2015 respectively. These reviews found that while Government-funded interpreting and translation services are available in New Zealand, a number of barriers and gaps prevent equitable access to public services and information for people with limited English language proficiency.

Examples include an inconsistent use of qualified practitioners, gaps in language assistance services availability outside business hours, and funding issues in relation to government contracted services.

When language assistance services are not provided, are inconsistent, or of a questionable quality, it can result in less effective public services, prolonged service involvement with increased costs for certain client groups, delays in the successful integration of former refugees and migrants, and compromised confidence in public services altogether.

The vision

The programme’s vision is to provide equitable access to public services and information for people with limited/no English language proficiency in New Zealand, such as former refugees and migrants.

Realising the vision

The Language Assistance Services programme established a new, comprehensive framework to deliver high quality, consistent and coordinated language assistance services across Government. It comprises of three separate but interconnected projects.

The Guidelines Project developed a cross-government operational policy, guidelines, and training resources to facilitate agencies’ adoption and implementation of the guidelines and the new standards.

Language assistance services operational policy [PDF, 918KB]

The Procurement Project establishes new service delivery models for key services to be provided across government, such as the new Telephone and Video Interpreting Service for the government and a panel of organisations who provide face to face interpreting and translation services across the public sector.

The Standards Project identified and implemented a new standards and certification framework for language practitioners working in the public sector. The framework developed by the National Australian Authority for Translators and Interpreters (NAATI) was chosen in 2018 for adoption in New Zealand. From 1 July 2024, interpreters wishing to work in the public sector will need to be NAATI-credentialed under the NAATI Certification System or be working towards achieving their credential.