IHSS Frequently Asked Questions
I have a friend or relative that has recently been granted a Refugee visa and is due to arrive in metropolitan NSW shortly, and I have not heard from ACL. What can I expect?
Once the flight details are known, contact ACL on 02 9749 3338 with the details of the entrant or entrant family. We will connect you with their allocated Case Coordinator who can better assist you with the information you need.
I have recently proposed a friend or relative to come to Australia and they have just received their visa. I have not yet been contacted by an ACL Case Coordinator. What do I do next?
Contact ACL on 02 9749 3338 with the details of the entrant or entrant family. We will connect you with their allocated Case Coordinator who can provide information about how we plan to assist the entrants.
The friend or relative that I proposed now have their flights to Australia booked and are due to arrive in the next two weeks. Who do I contact?
Contact your ACL Case Coordinator. If you cannot remember who your ACL Case Coordinator is check the introductory letter in the Proposer information pack you received. Your ACL Case Coordinator’s contact details should be there. Otherwise contact 02 9749 3338.
I have proposed a friend or relative and have recently moved into or out of metropolitan NSW from another area in Australia. Who do I inform?
Contact your nearest DIAC office immediately. For a list of departmental offices click here.
I have just found a property for my friend or relative to live in and they need furniture.
Contact your ACL Case Coordinator to arrange an assessment for a Household Goods Assistance Package. If you cannot remember who your ACL Case Coordinator is, check the introductory letter in the Proposer information pack you received. Your ACL Case Coordinator’s contact details should be there. Otherwise contact 02 9749 3338.
I would like to move, or have just moved to metropolitan NSW and have not been exited from the IHSS yet. What assistance can I get?
Contact ACL on 02 9749 3338 with your visa details. We will arrange for your case to be transferred to us. Note that until we receive confirmation from the IHSS service provider where you were living previously, about the services you have already received and are still entitled to, we cannot advise or provide any services.
I would like to move out of the NSW metropolitan area. How do I do this and what assistance can I get after I leave?
Contact your ACL Case Coordinator. They will advise you on what you need to do, what assistance you can expect at your destination and who will be your new IHSS service provider.
I need immigration advice or assistance. Who do I approach?
If you require advice about what type of visa to apply for and how to do this contact DIAC directly at 9 Wentworth Street, Parramatta NSW 2150 or Ground Floor 26 Lee Street, Sydney NSW 2000. DIAC ask that you contact them on 131 881 prior to going to see them so that they can inform you what documents you need to bring. If you require independent legal advice you can approach the Immigration Advice and Rights Centre Inc. (IARC) by phone on 02 9279 4300 or 02 9262 3833 or email: iarc@iarc.asn.au. Note for face-to-face advice you need to book an appointment.
I am or know of an entrant or entrant family who need a comprehensive health assessment or advice about refugee health needs. Who do I contact?
NSW Refugee Health Service can assist by either providing the assessment or linking you in with a GP or specialist that knows about Refugee health needs. If you are in the Sydney South West region, you can contact the NSW Refugee Health Service on 02 8778 0770. For the South Eastern Sydney and Illawarra regions, contact Refugee Health on 02 9382 8189. For the Hunter and New England regions, contact Refugee Health on 02 6776 1205 or 02 4924 6412 between Monday and Wednesday.
I have lost contact with family members as a result of war or disaster and want to try and find them again. How do I do this?
The Australian Red Cross provides a tracing service which can assist in findings relatives and passing messages to them. Contact the Australian Red Cross on 02 9229 4143 or at 159 Clarence St, Sydney, NSW 2000.
I need free legal advice that is not related to immigration issues.
Contact Legal Aid on 1300 888 529.
How do I get an interpreter?
If you need an interpreter over the phone to speak to an organisation, service or client, call 131 450. If you need to book an interpreter to be present on-site for an appointment you have with a client, contact 1300 655 082. If you are a medical practitioner, you can use the Doctor’s Priority Line on 1300 131 450.
I need to get some documents translated?
Contact your local AMEP centre. Some documents may be translated free of charge if you are eligible for this service. If you do not know where your local AMEP college is, you can locate it here.
If you have any other questions or queries about IHSS services that are not answered here or on this website contact the IHSS Operations Manager on 02 9749 3338.
