Minority Languages workshop

All participants endorsed the approach, particularly the need to avoid endless translation.

Will this meet customer needs?

• HMRC are not good at publicising what we already have in place.
• Internet – ask customers to 'bear in mind we have this telephone interpretation service/leaflets/etc…'.
• Homepage – link to page of top ten languages with further links to information.
• Information is out of date in foreign languages but not in English (eg CIS and CTF helpsheets are two years out of date- need to keep information in other languages up to date).
• Need for basic information on CB, TC and SE for migrant workers.

Is there potential for further adverse impacts?

Participants thought the approach unlikely to generate adverse impacts.

Good practice

Make it easier for intermediaries to help us and customers.

We don’t need to translate everything, just provide a contact for further languages needed- customers can get information translated themselves.

What approach do you take?

Give advice on telephone, print out information and advice they give and send it out for customer to translate. TaxAid try not to waste time in a visit by speaking to the customer to get them to get right forms – Tax Aid will complete for the customer or customer can bring a friend.

Cascade information via intermediaries.

Minority language

Participants approved the proposed approach.

Meet the customers needs? Examples:

How do customers contact HMRC?

Enquiry Centre, Tax officers, better F2F.
Thebigword telephone interpretation available, three way conversation.

Do you encourage to bring your own interpreter?

Family, community member, no barriers.
Raising awareness of what we need to do.

How do we raise awareness, in a clear way?
What do you provide (VCS) - good practice to identify main topics of enquiry and make basic information available in key languages

Civil partnerships eg written information - not often on telephone.
(Portuguese, cultural differences in discussing sexuality).

Welsh expect full translation, Scottish Gaelic does not - just a few cornerstone documents in translation.

Minimalist approach – enhance our own reputation by showing respect for customers and deliver commitments.

Jacqui Tribe – targeted material carefully to avoid favouring a language.

Vanessa Ralph – get summary language documents right.

Potential adverse impacts?

Derek Munn – ensure modal is updated, new languages dominate period.
Jacqui Tribe – have a look at how these specific counties operate their own tax systems ie concept of interest is alien, more details of certain aspects.
Vanessa Ralph – concept of partner, and personal allowances are also known to cause difficulties.
Derek Munn, British don’t understand ourselves, tax is complicated – agree need for basic information in basic English.
Vanessa Ralph – find F2F better communications.
Jacqui Tribe – is it worth while talking to the refugee council?
Vanessa Ralph – pitfalls?

How do we advertise three way working effectively?