Extent to which programs and services are accessible, fair and responsive to the individual needs of clients

1. Developing and delivering fair programs and services that are based on a sound knowledge of the needs, circumstances and cultural and other characteristics of clients and assess the direct impact on the lives of people
2. Drawing on cultural diversity to improve efficiency and effectiveness of agency programs and to support innovation and success of Australian enterprises:
   • auditing and raising the profile of staff cultural skills
   • providing appropriate staff training
   • taking steps to recruit culturally diverse employees, volunteers, grantees and contractors
   • supporting Australia’s competitive business advantage arising from the diverse backgrounds, skills and networks of its workforce and population
3. Identifying and responding quickly to emerging issues affecting particular population groups or arising from Australia’s cultural diversity

Open and effective channels of communication with all stakeholders

1. Providing information in a timely manner, in appropriate media, publications, formats and languages
2. Recruiting and training staff who have appropriate linguistic and cultural skills or using interpreting services to ensure effective communication with clients, as necessary
3. Consulting appropriately with diverse communities and client groups about the development of policy, legislation and regulations, the implementation of programs, and the delivery of services

Effective and transparent reporting and review mechanisms

1. Establishing mechanisms to encourage feedback from people of all cultural backgrounds and allow them to register complaints and raise concerns about the performance of policy developers, program implementers and service providers (including outsourced services)
2. Responding to concerns raised by clients to improve agencies’ performance
3. Reporting to appropriate audiences of community concerns about agency programs and agency responses to those concerns

Broad approaches to management of issues arising from Australia’s cultural and linguistic diversity

1. Collaborating within and between agencies and with other partners to identify and address issues relating to cultural diversity, through publicising good practices, sharing information, coordinating programs or collaborating on projects
2. Working with state, territory or local governments, non-government and community organisations, and contractors, raising their awareness of their responsibilities and encouraging improvement in their responses to cultural diversity
3. Contributing to the broader goals of cultural diversity policy by, for example:
   • strengthening the settlement prospects of migrants
   • enhancing the ability of all to achieve self-reliance
   • encouraging social, economic and educational participation for people from diverse backgrounds
   • including issues relating to social cohesion and participation in programs and policies