Calling about a business loan with an interpreter or the National Relay Service

Why this page exists

A phone-first service only works if the phone works for you. Australia has a huge number of business owners who run excellent businesses and would still rather not discuss a loan in English over the phone, plus owners who are deaf, hard of hearing or have a speech impairment. Business finance involves numbers, conditions and commitments. It’s exactly the kind of conversation where a misunderstanding matters.

So here are the practical ways to make the call work, and what to expect from us.

Option 1: a trusted person on a three-way call

The simplest option for many owners is to have someone they trust join the conversation. That might be:

• a family member who also works in the business
• a business partner or co-director
• your accountant or bookkeeper

Most mobile phones can add a third person to a call, or you can put the phone on speaker with the other person beside you. A few tips:

1. Tell the specialist at the start who is on the line and what their role is.
2. We’ll check with you directly that you’re happy for them to hear your financial details.
3. Decisions stay with you. The person helping can explain and translate, but you’re the one who decides.

If your accountant is the natural person to help, see our page on calling a lender for a client.

Option 2: phone interpreting

TIS National, the Translating and Interpreting Service provided by the Department of Home Affairs, offers phone interpreting on 131 450, and says phone interpreting is available 24 hours a day for agencies and people with limited English proficiency. Visit the TIS National website for how to use the service for your call and whether any charges apply.

If you’d like to use an interpreter, mention it when you enquire so we can plan the call together, and allow a little extra time.

Option 3: the National Relay Service

If you’re deaf, hard of hearing or have a speech impairment, the National Relay Service (NRS) is an Australian Government initiative that helps you make phone calls. Relay officers can change voice to text or text to voice, and Auslan to English or English to Auslan. The NRS is free and confidential. Most NRS calls are available 24 hours a day; video relay calls have more limited hours.

To reach us through the NRS, choose the call channel that suits you (the NRS app is one option) and give the relay officer our number: 03 4059 1829. Our line itself is staffed Monday to Friday, 9am to 5pm Melbourne time.

Option 4: start in writing

Our 60-second enquiry form lets you set out the basics in your own time: amount, purpose, state, property and when to contact you. It can help to write down the key numbers first, so the call that follows has less to cover. Use the enquiry to tell us how you’d like the call-back to work, for example “please call with my son on the line” or “I’d prefer a relay call”.

Making any call easier

These help whatever the language or format:

Tip	Why
Write your key figures down first	Numbers are the easiest thing to mishear
Ask the specialist to repeat or slow down	We’d much rather repeat than be misunderstood
Ask for important points in writing	Anything you agree to proceed with will be confirmed in writing anyway
Use the call planner’s prep card	It gives you a written opening line and question list

Our call planner creates a one-page card you can print or show to the person helping you.

What won’t change

Whichever way you get in touch:

• No credit check when you first enquire.
• Your details stay with one team. They’re not passed out to a list of lenders.
• A real person works through your situation with you, at the pace that suits the call.
• Nothing is signed on the phone. Any loan documents come in writing, with time to read them and get advice.

Words you might hear on the call

Business finance has its own vocabulary, which can make any call harder to follow. If a term comes up that you’re unsure about, ask. Here are some of the most common:

Term	What it means
Security	Property or assets offered to the lender in case the loan isn’t repaid
First mortgage / second mortgage	A loan registered on a property title, first or behind an existing mortgage
Caveat	A notice on a property title recording that someone has an interest in it
Guarantee	A promise, often by a director, to repay if the business can’t
Turnover	The money coming into the business, usually per month or per year
Valuation	An independent estimate of what a property is worth

Our what to say pages explain many of these situations in plain English, and are easy to read with a translation tool or with the person helping you before the call. When you’re ready, start an enquiry in writing if that’s easier than talking first.

Let’s find the format that works

Ring 03 4059 1829 directly, through the NRS, or with someone helping you. Or use the 60-second enquiry and tell us how you’d like us to call. Asking doesn’t involve a credit check, your details aren’t shared around, and a specialist will take the time to get it right. Please give accurate figures, even rough ones, so we can match you properly from the start.