Explain which language the practice will use to reply

What to change

Describe the actual response arrangement before the enquiry is sent. Confirm what the receiving team can provide, and avoid promising language support based solely on translated website content.

A worked example

Illustrative example

A translated contact page explains how to request a reply in a preferred language and that the team will confirm the available arrangement. It does not automatically assign a language-capable staff member.

How to check the result

The visitor understands how their language preference will be handled after submitting the enquiry.

A mistake to avoid

Do not imply that an automatically translated page creates a guaranteed staffed response service in the same language.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to recordAsk the team which languages it can use for administrative replies through each route.Explain how visitors can state their communication preference and how the team will discuss available support.Check the acknowledgement does not imply an arrangement the team has not confirmed.

Evidence, open questions and decisionsNext action and responsible role

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