Super funds snub millions of Aussies

man with a bag over his head

Australia’s superannuation funds are ignoring the needs of the over five million Australians who do not speak English at home, according to new research conducted from LanguageLoop

More than eight in 10 (81 per cent) survey respondents said super funds give non-English speaking customers the least consideration. A similar number of respondents (79 per cent) also felt that mortgage lenders let them down in this regard.

“Banks appear to be making the greatest effort for customers who speak English as a second language, however 38 per cent of multilingual consumers still believe banks do not meet expectations or factor in multiple languages in their customer service.”

Elizabeth Compton, chief executive of LanguageLoop said this is one clear way for businesses to add value, differentiate themselves and grow revenue.

“You need to speak your customer's language. Our research demonstrates an enormous appetite for language services and is proving to be a win-win solution for consumers and businesses alike,” said Ms Compton.

“For many non-English speaking or low English proficiency consumers, this is not just a luxury, it is an essential service.

“Customer enquiries typically involve reasonably complex discussions regarding contracts, product disclosure statements and other financial or technical scenarios that are often hard to clearly communicate or understand even between two native English speakers.”

With economists forecasting a $1.6 trillion contribution from migrants into the economy by 2050, the opportunity for revenue growth should not be ignored.

“So for businesses, the commercial opportunities are clear. Our research confirms that consumers are more likely to buy, pay more, recommend, and stay with a company that speaks their language.” 

5 comments

Really Leon? According to the ABS in 2016, there were over 300 separately identified languages spoken in Australian homes so to take your article to its logical conclusion, there will need to be 300 interpreters for each super fund. Why not accept the suggestion put forward by Neanderthals like me that if you want to live in this great country that you conform to our way of life and speak our language. If any of the 300 wants an interpreter then perhaps they should arrive at the business with their own.

Simple solution, anyone who wants to live in Australia must realise that the spoken language is English. If their english language skills are in adequate for them to undertake a normal life in Australia, then one of a number of things should occur.

1. They should be denied entry until their skills are adequate.

2. They upon entry be sent to a centre like the old immigration centre at Bonegilla, where thdy undertake an intensive course in English u til they reach a satisfactory level.

3. Refuge could also be sent to the centre

4. The centre could also provide learning on Australian laws, customs etc.

 

I make these starement due have family members from other countries and difficult they found. I believe if people are coming here we shoulddo everything possible to help them assimilate and becomee part of the community rather than staying partof their original community but in Australia, with difficulty with being self sufficient

 

Really, I would think the Indian, Philippino and Double Dutch migrants were the best served by  Australian companies' call centres!  As a proficient English speaker I often find it quite difficult to understand what is being said as the English of many 'help desk' employees mostly based overseas is quite poor. Even the logic of their automated answering systems beat me. Irrespective of their language it's more often the poor product knowledge and competence of the staff which is the biggest challenge  It took Australian Super six weeks to open a new account saying it couldn't be done while I had an ATO letter saying it must be done. 

I know of a migrant, arrived in Australia 40 years ago as a 25-year old, took over managing a boarding house from parents, retired from this when she got too old to carry on, admitted to a nursing home soon after.  She was unable to hold a conversation in English.  The nursing staff had a lot of difficulty communicating with her.  Relatives visited only every Sunday.    

My Industry Fund had access to interpreters and resource materials in some no English languages.

We have travelled extensivley and have never had a problem finding someone who could provide an English translation for us when needed.

I think we sometimes underestimate our immigrants, they mostly form communities within ours and form their own support networks, much the same as Australians, Americans and Brits do when they move overseas.

What has also become apparent to us as we travelled is the fact that a good deal of Europeans speak more than one language whilst in other English speaking countries the inhabitants are flat out speaking there own laguage properly.

5 comments



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