Free NAATI CCL Punjabi Mock Test 10: A Support at Home Assessment and a Bank Scam Dispute
We built this paper around the two conversations that go wrong most quietly. In the first, an aged care assessment held under Support at Home, the levels, the contributions and the waiting all sound alike in ordinary speech, and two scheme names are live at once because the family still talks about a friend's Home Care Package. In the second, a branch interview about a scam, a single safety instruction has to survive intact and the bank has to be heard promising an attempt rather than an outcome. Sitting this paper tells you whether your numbers, your modals and your proper nouns hold up when the speaker is upset.
What this paper is built to expose
Advanced — legal, clinical or financial terminology under load. Every mock test in this library is written around specific, nameable failure points rather than being a random conversation — so the score you get tells you what to fix, not just whether you passed.
- 1Keeping two live scheme names apart when the assessor says Support at Home and the family says Home Care Package
- 2Separating approval from the release of funding when ordinary speech treats both as simply getting the help
- 3Carrying a negative safety instruction whole, including the clause about a caller who claims to be from the bank
- 4Separating what an institution will attempt from what it can guarantee, without adding reassurance of your own
- 5Holding a start date, a count of levels, two percentages and a wait in months without letting any of them merge
- 6Preserving may against must when changing provider is optional but a written price list is not
Sit the test
Model answers stay hidden until each dialogue is finished. Afterwards you mark yourself against 82 individual information units and the same 36-plus-9 split NAATI uses. The full transcript is further down the page whenever you want it — but read it before you sit, and the number stops meaning anything.
16 segments. Two dialogues. One take.
This runner keeps every model answer hidden until you finish a dialogue — the full transcript is further down the page, and reading it first is the one thing that makes your score meaningless. Interpret every segment out loud, as if someone is waiting for the meaning. Then mark yourself against the real criteria: 36 marks for accuracy, 9 for language quality, per dialogue.
Free, no account, nothing to install. Your score is saved on this device only.
Before you start
- Speak, do not think itInterpreting silently is a different skill from producing sound under pressure.
- Do not pause the segmentThe real test does not wait. Pausing turns a measurement into a rehearsal.
- Record yourself if you canYour phone's voice memo app is enough. It is the only way to hear your own hesitations.
- Mark harshlyAn assessor who has never met you certainly will.
How this mock test is scored
NAATI marks each CCL dialogue out of 45, split into two things that are assessed separately. The self-marking above mirrors that split exactly, which is what makes the number comparable to a real result rather than a guess.
Every fact, number, name, qualifier and instruction that has to cross into the other language. Omit one and it is gone; change one and it costs you again, because a distorted fact is worse than a missing one for the person relying on you.
Fluency, grammar and vocabulary, and register. This is where two candidates who conveyed identical content end up several marks apart — one sounded like an interpreter, the other sounded like they were guessing.
The rule that catches people: you need 63 out of 90 overall and at least 29 out of 45 on each dialogue. A brilliant disability & aged care dialogue cannot rescue a weak banking & finance one. How CCL scoring really works.
Full transcript with model answers
Both dialogues in full: the source speech, the model interpretation in Gurmukhi with transliteration, the information units an assessor is counting, and the specific error each segment tends to produce.
Support at Home Assessment: Levels, Contributions and the Wait
Your brief. An aged care assessor visits an eighty-two-year-old Punjabi-speaking widow at her home in Craigieburn. Her adult son is present. The assessor is working out how much help she needs with showering, meals and transport, and explains the Support at Home program that replaced Home Care Packages for new clients in November 2025: its ongoing levels, the gap between approval and funding being released, what a full pensioner contributes, respite care, and the choice between staying at home with support and moving into residential aged care.
Speakers: Aged care assessor from My Aged Care (English) and Elderly Punjabi-speaking woman and her adult son (Punjabi). You interpret for both.
- 1. Ms Radcliffe (assessor)English Punjabi39 words
Thank you for having me in your home. I am the assessor from My Aged Care. I will look at how much help you need with showering, meals and getting to your appointments, and how your son is managing.
Model interpretationਮੈਨੂੰ ਆਪਣੇ ਘਰ ਬੁਲਾਉਣ ਲਈ ਧੰਨਵਾਦ। ਮੈਂ ਮਾਈ ਏਜਡ ਕੇਅਰ ਵੱਲੋਂ ਮੁਲਾਂਕਣ ਕਰਨ ਆਈ ਹਾਂ। ਮੈਂ ਦੇਖਾਂਗੀ ਕਿ ਤੁਹਾਨੂੰ ਨਹਾਉਣ, ਖਾਣੇ ਅਤੇ ਅਪਾਇੰਟਮੈਂਟਾਂ ਉੱਤੇ ਜਾਣ ਵਿੱਚ ਕਿੰਨੀ ਮਦਦ ਚਾਹੀਦੀ ਹੈ, ਅਤੇ ਤੁਹਾਡਾ ਪੁੱਤਰ ਸਭ ਕੁਝ ਕਿਵੇਂ ਸੰਭਾਲ ਰਿਹਾ ਹੈ।
mainu aapne ghar bulaun layi dhanvaad. main My Aged Care vallon mulaankan karan aayi haan. main dekhaangi ki tuhanu nahaun, khaane ate appointmentaan utte jaan vich kinni madad chahidi hai, ate tuhada puttar sabh kujh kiven sambhaal riha hai.
What must survive (6 marks of information)- thanks them for the home visit
- she is the assessor from My Aged Care
- the visit is to work out how much help is needed
- help with showering and meals
- help getting to appointments
- also how the son is managing
Terms in this segment- assessment — ਮੁਲਾਂਕਣ mulaankan
- to shower / bathe — ਨਹਾਉਣਾ nahauna
- appointment — ਅਪਾਇੰਟਮੈਂਟ appointment
Where marks go here: My Aged Care is a proper noun and must survive as a name, not become a generic ਸਰਕਾਰੀ ਦਫ਼ਤਰ. Showering, meals and transport are three separately scoreable areas of need, and the fourth item, how the son is coping, is what opens the carer thread later; candidates who compress all four into ਤੁਹਾਡੀ ਮਦਦ ਬਾਰੇ lose three marks in the opening thirty seconds.
- 2. Mrs GillPunjabi English36 words
ਸਭ ਤੋਂ ਵੱਡੀ ਮੁਸ਼ਕਲ ਨਹਾਉਣ ਦੀ ਹੈ। ਪਿਛਲੇ ਮਹੀਨੇ ਮੈਂ ਬਾਥਰੂਮ ਵਿੱਚ ਡਿੱਗ ਪਈ ਸੀ ਅਤੇ ਹੁਣ ਮੈਨੂੰ ਇਕੱਲੀ ਨੂੰ ਡਰ ਲੱਗਦਾ ਹੈ। ਮੇਰਾ ਪੁੱਤਰ ਕੰਮ ਤੋਂ ਛੁੱਟੀ ਲੈ ਕੇ ਹਫ਼ਤੇ ਵਿੱਚ ਤਿੰਨ ਦਿਨ ਆਉਂਦਾ ਹੈ।
sabh ton vaddi mushkal nahaun di hai. pichhle mahine main bathroom vich digg payi si ate hun mainu ikalli nu dar lagda hai. mera puttar kamm ton chhutti lai ke hafte vich tinn din aaunda hai.
Model interpretationThe hardest thing is showering. Last month I fell in the bathroom, and now I am frightened to do it on my own. My son takes leave from work and comes three days a week.
What must survive (5 marks of information)- showering is the hardest task
- she fell in the bathroom last month
- she is now frightened to shower alone
- her son takes leave from work to help
- he comes three days a week
Terms in this segment- to fall over — ਡਿੱਗ ਪੈਣਾ digg paina
- to be frightened — ਡਰ ਲੱਗਣਾ dar lagna
- leave (from work) — ਛੁੱਟੀ chhutti
Where marks go here: ਪਿਛਲੇ ਮਹੀਨੇ is last month, not last week, and a fall inside the last month is what justifies the higher package level. Candidates also drop ਕੰਮ ਤੋਂ ਛੁੱਟੀ ਲੈ ਕੇ and report only that the son visits, which erases the cost to the carer that the assessor is listening for.
- 3. Ms Radcliffe (assessor)English Punjabi39 words
Thank you. Since November last year, new clients go into Support at Home rather than a Home Care Package. There are eight ongoing levels of funding, and from what you describe I would be recommending one in the middle.
Model interpretationਧੰਨਵਾਦ। ਪਿਛਲੇ ਸਾਲ ਨਵੰਬਰ ਤੋਂ ਨਵੇਂ ਲੋਕਾਂ ਨੂੰ ਹੋਮ ਕੇਅਰ ਪੈਕੇਜ ਦੀ ਥਾਂ ਸਪੋਰਟ ਐਟ ਹੋਮ ਮਿਲਦਾ ਹੈ। ਇਸ ਵਿੱਚ ਲਗਾਤਾਰ ਮਦਦ ਲਈ ਫੰਡਿੰਗ ਦੇ ਅੱਠ ਪੱਧਰ ਹਨ, ਅਤੇ ਤੁਸੀਂ ਜੋ ਦੱਸਿਆ ਹੈ, ਉਸ ਮੁਤਾਬਕ ਮੈਂ ਵਿਚਕਾਰਲੇ ਪੱਧਰ ਦੀ ਸਿਫ਼ਾਰਸ਼ ਕਰਾਂਗੀ।
dhanvaad. pichhle saal November ton naven lokaan nu Home Care Package di thaan Support at Home milda hai. is vich lagaataar madad layi funding de atth paddhar han, ate tusin jo dassia hai, us mutaabak main vichkaarle paddhar di sifaarish karaangi.
What must survive (6 marks of information)- the change started in November last year
- new clients go into Support at Home
- not into a Home Care Package
- there are eight ongoing levels of funding
- she would recommend one in the middle
- the recommendation follows from what the client described
Terms in this segment- Support at Home — ਸਪੋਰਟ ਐਟ ਹੋਮ Support at Home
- ongoing (level) — ਲਗਾਤਾਰ lagaataar
- level (of funding) — ਪੱਧਰ paddhar
- to recommend — ਸਿਫ਼ਾਰਸ਼ ਕਰਨੀ sifaarish karni
Where marks go here: Two scheme names sit in one sentence and only one of them applies to this client. Candidates who keep only ਹੋਮ ਕੇਅਰ ਪੈਕੇਜ tell an eighty-two-year-old she is joining a program that closed to new people in November 2025. ਅੱਠ is the number of levels, not the level she is getting, and ਵਿਚਕਾਰਲਾ ਪੱਧਰ is a recommendation the assessor will make, not a decision already taken.
- 4. Harjit (son)Punjabi English40 words
ਮੈਡਮ ਜੀ, ਮੇਰੇ ਦੋਸਤ ਦੀ ਮਾਤਾ ਜੀ ਨੂੰ ਦੋ ਸਾਲ ਪਹਿਲਾਂ ਹੋਮ ਕੇਅਰ ਪੈਕੇਜ ਮਿਲਿਆ ਸੀ, ਪਰ ਮਨਜ਼ੂਰੀ ਮਿਲਣ ਤੋਂ ਬਾਅਦ ਵੀ ਪੂਰੇ ਨੌਂ ਮਹੀਨੇ ਉਡੀਕ ਕਰਨੀ ਪਈ। ਮੇਰੀ ਮਾਂ ਬਿਆਸੀ ਸਾਲ ਦੀ ਹੈ। ਕੀ ਹੁਣ ਵੀ ਓਨਾ ਚਿਰ ਲੱਗੇਗਾ?
madam ji, mere dost di maata ji nu do saal pahilan Home Care Package milia si, par manzoori milan ton baad vi poore naun mahine udeek karni payi. meri maan biaasi saal di hai. ki hun vi ona chir laggega?
Model interpretationMadam, my friend's mother got a Home Care Package two years ago, but she had to wait a full nine months even after she was approved. My mother is eighty two. Will it still take that long now?
What must survive (6 marks of information)- his friend's mother got a Home Care Package
- that was two years ago
- she waited a full nine months
- the wait came after approval, not before it
- his own mother is eighty two
- he asks whether it still takes that long now
Terms in this segment- approval — ਮਨਜ਼ੂਰੀ manzoori
- to wait — ਉਡੀਕ ਕਰਨੀ udeek karni
- two years ago — ਦੋ ਸਾਲ ਪਹਿਲਾਂ do saal pahilan
Where marks go here: ਮਨਜ਼ੂਰੀ ਮਿਲਣ ਤੋਂ ਬਾਅਦ ਵੀ is the load-bearing phrase: the nine months came after approval. Candidates who say she waited nine months for approval invert the whole system the assessor then has to explain. ਦੋ ਸਾਲ ਪਹਿਲਾਂ is what makes the friend's Home Care Package a story about the old program, and biaasi is eighty two, not eighty.
- 5. Ms Radcliffe (assessor)English Punjabi40 words
Approval and services starting are two different things. Once I approve you, you join the national priority system, and your wait depends on your priority category. At the moment it is months, not weeks, and I cannot promise a date.
Model interpretationਮਨਜ਼ੂਰੀ ਮਿਲਣੀ ਅਤੇ ਸੇਵਾਵਾਂ ਸ਼ੁਰੂ ਹੋਣੀਆਂ ਦੋ ਵੱਖਰੀਆਂ ਗੱਲਾਂ ਹਨ। ਮੇਰੇ ਵੱਲੋਂ ਮਨਜ਼ੂਰੀ ਮਿਲਣ ਤੋਂ ਬਾਅਦ ਤੁਹਾਡਾ ਨਾਂ ਕੌਮੀ ਤਰਜੀਹ ਸਿਸਟਮ ਵਿੱਚ ਆ ਜਾਂਦਾ ਹੈ, ਅਤੇ ਉਡੀਕ ਤੁਹਾਡੀ ਤਰਜੀਹ ਸ਼੍ਰੇਣੀ ਉੱਤੇ ਨਿਰਭਰ ਕਰਦੀ ਹੈ। ਇਸ ਵੇਲੇ ਇਹ ਹਫ਼ਤਿਆਂ ਦੀ ਨਹੀਂ, ਮਹੀਨਿਆਂ ਦੀ ਗੱਲ ਹੈ, ਅਤੇ ਮੈਂ ਕਿਸੇ ਤਰੀਕ ਦਾ ਵਾਅਦਾ ਨਹੀਂ ਕਰ ਸਕਦੀ।
manzoori milni ate sevaavaan shuru honian do vakhrian gallan han. mere vallon manzoori milan ton baad tuhada naan kaumi tarjeeh system vich aa jaanda hai, ate udeek tuhadi tarjeeh shreni utte nirbhar kardi hai. is vele ih haftian di nahin, mahinian di gall hai, ate main kise tareek da vaada nahin kar sakdi.
What must survive (5 marks of information)- approval and services starting are two separate stages
- after approval the name joins the national priority system
- the wait depends on the priority category
- at the moment the wait is months, not weeks
- she cannot promise a date
Terms in this segment- national priority system — ਕੌਮੀ ਤਰਜੀਹ ਸਿਸਟਮ kaumi tarjeeh system
- priority category — ਤਰਜੀਹ ਸ਼੍ਰੇਣੀ tarjeeh shreni
- to promise — ਵਾਅਦਾ ਕਰਨਾ vaada karna
Where marks go here: The hedges are the marks here. ਮਹੀਨਿਆਂ ਦੀ ਗੱਲ ਹੈ is deliberately not a number, and a candidate who supplies one, or who turns ਇਸ ਵੇਲੇ into a permanent rule, has invented policy. Dropping ਮੈਂ ਵਾਅਦਾ ਨਹੀਂ ਕਰ ਸਕਦੀ makes the assessor say the opposite of what she said, and the priority category is the thing that decides the wait, not the level.
- 6. Mrs GillPunjabi English34 words
ਪੈਸਿਆਂ ਦੀ ਗੱਲ ਵੀ ਦੱਸ ਦਿਓ। ਮੈਨੂੰ ਪੂਰੀ ਏਜ ਪੈਨਸ਼ਨ ਮਿਲਦੀ ਹੈ ਅਤੇ ਹੋਰ ਕੋਈ ਆਮਦਨ ਨਹੀਂ ਹੈ। ਮੈਂ ਆਪਣੇ ਪੁੱਤਰ ਉੱਤੇ ਬੋਝ ਨਹੀਂ ਬਣਨਾ ਚਾਹੁੰਦੀ। ਕੀ ਮੈਨੂੰ ਹਰ ਸੇਵਾ ਲਈ ਕੁਝ ਦੇਣਾ ਪਵੇਗਾ?
paisian di gall vi dass dio. mainu poori Age Pension mildi hai ate hor koi aamdan nahin hai. main aapne puttar utte bojh nahin banna chahundi. ki mainu har seva layi kujh dena pavega?
Model interpretationPlease tell me about the money as well. I receive the full Age Pension and I have no other income. I do not want to become a burden on my son. Will I have to pay something for every service?
What must survive (5 marks of information)- she asks about the cost
- she receives the full Age Pension
- she has no other income
- she does not want to be a burden on her son
- she asks whether she pays for every service
Terms in this segment- income — ਆਮਦਨ aamdan
- burden — ਬੋਝ bojh
- Age Pension — ਏਜ ਪੈਨਸ਼ਨ Age Pension
Where marks go here: ਪੂਰੀ ਏਜ ਪੈਨਸ਼ਨ is the full Age Pension and it is the fact that decides the fee answer; a bare pension loses it. Candidates also treat ਬੋਝ ਨਹੀਂ ਬਣਨਾ as feeling rather than information and cut it, but it is the reason for the question and a scoreable unit.
- 7. Ms Radcliffe (assessor)English Punjabi40 words
Nursing costs you nothing. On a full pension you pay around five per cent towards help with showering, and around seventeen and a half per cent for cleaning. You may change provider later, but prices must be in writing first.
Model interpretationਨਰਸਿੰਗ ਦਾ ਤੁਹਾਨੂੰ ਕੁਝ ਨਹੀਂ ਦੇਣਾ ਪੈਂਦਾ। ਪੂਰੀ ਪੈਨਸ਼ਨ ਉੱਤੇ ਤੁਸੀਂ ਨਹਾਉਣ ਵਿੱਚ ਮਦਦ ਲਈ ਤਕਰੀਬਨ ਪੰਜ ਫ਼ੀਸਦੀ ਦਿੰਦੇ ਹੋ, ਅਤੇ ਸਫ਼ਾਈ ਲਈ ਤਕਰੀਬਨ ਸਾਢੇ ਸਤਾਰਾਂ ਫ਼ੀਸਦੀ। ਤੁਸੀਂ ਬਾਅਦ ਵਿੱਚ ਪ੍ਰੋਵਾਈਡਰ ਬਦਲ ਸਕਦੇ ਹੋ, ਪਰ ਕੀਮਤਾਂ ਪਹਿਲਾਂ ਲਿਖਤੀ ਰੂਪ ਵਿੱਚ ਮਿਲਣੀਆਂ ਜ਼ਰੂਰੀ ਹਨ।
nursing da tuhanu kujh nahin dena painda. poori pension utte tusin nahaun vich madad layi takreeban panj feesdi dinde ho, ate safaai layi takreeban saadhe sataaraan feesdi. tusin baad vich provider badal sakde ho, par keematan pahilan likhti roop vich milnian zaroori han.
What must survive (6 marks of information)- nursing costs her nothing
- the rates quoted are for a full pension
- around five per cent towards help with showering
- around seventeen and a half per cent for cleaning
- she may change provider later
- prices must be in writing first
Terms in this segment- participant contribution — ਆਪਣਾ ਹਿੱਸਾ aapna hissa
- per cent — ਫ਼ੀਸਦੀ feesdi
- seventeen and a half — ਸਾਢੇ ਸਤਾਰਾਂ saadhe sataaraan
- in writing — ਲਿਖਤੀ ਰੂਪ ਵਿੱਚ likhti roop vich
Where marks go here: Two percentages are attached to two different kinds of help and swapping them is a distortion, not a slip: showering is the cheaper share, cleaning the dearer one. ਤਕਰੀਬਨ must survive on both, because the assessor is estimating, not quoting a bill. Then one may and one must sit in the same sentence and they are not interchangeable: changing provider is her choice, getting the prices in writing is not optional.
- 8. Harjit (son)Punjabi English34 words
ਠੀਕ ਹੈ, ਅਸੀਂ ਮਾਂ ਨੂੰ ਘਰ ਹੀ ਰੱਖਣਾ ਚਾਹੁੰਦੇ ਹਾਂ, ਬਿਰਧ ਘਰ ਨਹੀਂ ਭੇਜਣਾ। ਪਰ ਦਸੰਬਰ ਵਿੱਚ ਮੈਂ ਦੋ ਹਫ਼ਤੇ ਬਾਹਰ ਜਾਣਾ ਹੈ। ਕੀ ਉਸ ਸਮੇਂ ਲਈ ਰੈਸਪਾਈਟ ਕੇਅਰ ਦਾ ਇੰਤਜ਼ਾਮ ਹੋ ਸਕਦਾ ਹੈ?
theek hai, asin maan nu ghar hi rakhna chahunde haan, birdh ghar nahin bhejna. par December vich main do hafte baahar jaana hai. ki us samen layi respite care da intzaam ho sakda hai?
Model interpretationAll right, we want to keep my mother at home, not send her to a nursing home. But in December I have to go away for two weeks. Can respite care be arranged for that period?
What must survive (5 marks of information)- the family wants her to stay at home
- they do not want residential aged care
- he is going away in December
- he will be away for two weeks
- he asks whether respite care can be arranged for that period
Terms in this segment- nursing home / residential aged care — ਬਿਰਧ ਘਰ birdh ghar
- respite care — ਰੈਸਪਾਈਟ ਕੇਅਰ respite care
- arrangement — ਇੰਤਜ਼ਾਮ intzaam
Where marks go here: ਘਰ ਹੀ ਰੱਖਣਾ and ਬਿਰਧ ਘਰ ਨਹੀਂ ਭੇਜਣਾ are a deliberate contrast between home care and residential care; collapsing both into care at home drops the refusal that drives the request. December and two weeks are two separate figures, and respite must not become permanent care.
Register and cultural mediation in this dialogue
- Two Punjabi speakers share this dialogue and the interpreter must keep them apart. The mother speaks about her own body and her own fear; the son speaks about logistics and money. Merging them into one voice, or answering the son when the mother asked, is a register error an assessor hears immediately.
- The son addresses the assessor as ਮੈਡਮ ਜੀ and both Punjabi speakers use ਤੁਸੀਂ throughout. Render that respect as ordinary Australian professional politeness rather than importing Madam into every English line, and never slip into ਤੂੰ with an elderly client.
- ਮੈਂ ਆਪਣੇ ਪੁੱਤਰ ਉੱਤੇ ਬੋਝ ਨਹੀਂ ਬਣਨਾ ਚਾਹੁੰਦੀ carries a specific family obligation: in many Punjabi households caring for a parent at home is a duty, and accepting paid outside help can feel like the family has failed. Interpret the sentence straight; softening it hides why the family resists residential care.
- Two program names are alive in Punjabi-speaking households at once. Older relatives and neighbours still say ਹੋਮ ਕੇਅਰ ਪੈਕੇਜ because people already on one kept it, while anyone assessed since November 2025 is under Support at Home. Neither name has a settled Punjabi translation, so keep both in English exactly as the speaker used them and add a short gloss rather than harmonising them into one word.
Support at Home Assessment: Levels, Contributions and the Wait — glossary (14 terms)
Learn these before you sit the paper a second time. More disability & aged care vocabulary.
| English | Punjabi | Transliteration |
|---|---|---|
| aged care assessment | ਬਜ਼ੁਰਗਾਂ ਦੀ ਦੇਖਭਾਲ ਦਾ ਮੁਲਾਂਕਣ | bazurgaan di dekhbhaal da mulaankan |
| My Aged CareThe single national entry point. Keep the name; a translated description alone loses the proper noun. | ਮਾਈ ਏਜਡ ਕੇਅਰ | My Aged Care |
| Support at HomeThe program that replaced Home Care Packages for new participants from 1 November 2025. It has ongoing levels of funding plus short-term pathways such as restorative care and end-of-life care. Keep the English name and gloss it once; do not turn it into a generic ਸਰਕਾਰੀ ਮਦਦ. | ਸਪੋਰਟ ਐਟ ਹੋਮ | Support at Home |
| Home Care PackageThe older program. People who were already on a package kept their arrangements under a no worse off principle, so the name is still heard everywhere in the community, but a new assessment in 2026 does not produce one. In this dialogue only the son uses it, and only about a friend's mother two years ago. | ਹੋਮ ਕੇਅਰ ਪੈਕੇਜ | Home Care Package |
| ongoing level of fundingThere are eight of them, and they are separate from the short-term pathways. The number of levels is not the same thing as the level a person is given. | ਲਗਾਤਾਰ ਮਦਦ ਦਾ ਪੱਧਰ | lagaataar madad da paddhar |
| approvalApproval only makes you eligible. Funding being released, so services can actually start, is a second and later event. | ਮਨਜ਼ੂਰੀ | manzoori |
| national priority systemApproved people wait here until funding is released, in an order set by their assessed priority rather than purely by date. | ਕੌਮੀ ਤਰਜੀਹ ਸਿਸਟਮ | kaumi tarjeeh system |
| participant contributionA share of the price of each service, worked out from an income and assets assessment. It is not a weekly fee and not the same as the Age Pension being reduced. | ਆਪਣਾ ਹਿੱਸਾ | aapna hissa |
| clinical care (nursing, physiotherapy)Fully funded, so the participant pays nothing towards it. Keep it apart from help with washing and dressing, which does carry a share. | ਕਲੀਨਿਕਲ ਦੇਖਭਾਲ | clinical dekhbhaal |
| everyday living services (cleaning, gardening)These carry the largest share for the participant, which is why the assessor quotes a higher percentage for cleaning than for showering. | ਰੋਜ਼ਮੱਰਾ ਦੇ ਕੰਮਾਂ ਦੀਆਂ ਸੇਵਾਵਾਂ | rozmarra de kammaan dian sevaavaan |
| Age Pension | ਏਜ ਪੈਨਸ਼ਨ | Age Pension |
| respite careShort-term care so the family carer can have a break; it is not a move into a home. | ਥੋੜ੍ਹੇ ਸਮੇਂ ਦੀ ਦੇਖਭਾਲ | thorhe samen di dekhbhaal |
| residential aged care | ਬਿਰਧ ਘਰ ਦੀ ਦੇਖਭਾਲ | birdh ghar di dekhbhaal |
| providerਪ੍ਰੋਵਾਈਡਰ is what families actually say and is perfectly acceptable in the exam. Under Support at Home a participant can change provider, so do not render it as if one office owns the client. | ਸੇਵਾ ਦੇਣ ਵਾਲੀ ਸੰਸਥਾ | seva den vaali sanstha |
At the Branch: Disputing a Scam Transfer and Reissuing a Card
Your brief. A Punjabi-speaking customer comes into his bank branch in Harris Park after four thousand two hundred dollars left his account. He had taken a phone call from a man claiming to be from the bank's fraud team and passed on a one time code. The branch officer works through the disputed transaction process, the timeframe, why the bank never asks for a code, blocking and reissuing his card, the complaint pathway to AFCA, and reporting the scam to Scamwatch.
Speakers: Bank branch officer (English) and Punjabi-speaking customer in his sixties (Punjabi). You interpret for both.
- 1. Ms Delaney (branch officer)English Punjabi39 words
I have your account open in front of me. I can see a transfer of four thousand two hundred dollars went out on Monday the third of August at ten past nine in the evening. Did you authorise that?
Model interpretationਮੇਰੇ ਸਾਹਮਣੇ ਤੁਹਾਡਾ ਖਾਤਾ ਖੁੱਲ੍ਹਾ ਹੈ। ਮੈਨੂੰ ਦਿਸ ਰਿਹਾ ਹੈ ਕਿ ਸੋਮਵਾਰ ਤਿੰਨ ਅਗਸਤ ਨੂੰ ਰਾਤ ਨੌਂ ਵੱਜ ਕੇ ਦਸ ਮਿੰਟ ਉੱਤੇ ਚਾਰ ਹਜ਼ਾਰ ਦੋ ਸੌ ਡਾਲਰ ਦੀ ਟ੍ਰਾਂਸਫਰ ਹੋਈ ਹੈ। ਕੀ ਇਹ ਤੁਸੀਂ ਆਪ ਕੀਤੀ ਸੀ?
mere saahmne tuhada khaata khullha hai. mainu dis riha hai ki somvaar tinn agast nu raat naun vajj ke das mint utte chaar hazaar do sau daalar di transfer hoyi hai. ki ih tusin aap keeti si?
What must survive (5 marks of information)- his account is open in front of her
- a transfer of four thousand two hundred dollars
- it left the account on Monday the third of August
- at ten past nine in the evening
- she asks whether he authorised it himself
Terms in this segment- account — ਖਾਤਾ khaata
- transfer — ਟ੍ਰਾਂਸਫਰ transfer
- to authorise — ਮਨਜ਼ੂਰੀ ਦੇਣੀ manzoori deni
Where marks go here: An amount, a weekday, a date and a clock time arrive in one breath and the time is the first thing candidates drop. Four thousand two hundred is not four thousand, and ਰਾਤ ਨੌਂ ਵੱਜ ਕੇ ਦਸ ਮਿੰਟ must land whole: a bare ਨੌਂ ਵਜੇ loses both the ten minutes and the fact that it was evening.
- 2. Mr SandhuPunjabi English33 words
ਬਿਲਕੁਲ ਨਹੀਂ। ਉਸ ਸ਼ਾਮ ਮੈਨੂੰ ਫ਼ੋਨ ਆਇਆ ਸੀ। ਬੰਦੇ ਨੇ ਕਿਹਾ ਕਿ ਉਹ ਬੈਂਕ ਦੇ ਧੋਖਾਧੜੀ ਵਿਭਾਗ ਤੋਂ ਬੋਲ ਰਿਹਾ ਹੈ। ਨੰਬਰ ਵੀ ਉਹੀ ਸੀ ਜੋ ਮੇਰੇ ਕਾਰਡ ਦੇ ਪਿੱਛੇ ਲਿਖਿਆ ਹੋਇਆ ਹੈ।
bilkul nahin. us shaam mainu phone aaya si. bande ne kiha ki uh bank de dhokhadhari vibhaag ton bol riha hai. number vi uhi si jo mere card de pichhe likhia hoya hai.
Model interpretationAbsolutely not. I got a phone call that evening. The man said he was calling from the bank's fraud department. The number was even the same one that is printed on the back of my card.
What must survive (4 marks of information)- he flatly denies authorising it
- he received a phone call that same evening
- the caller claimed to be from the bank's fraud department
- the number shown was the one printed on the back of his card
Terms in this segment- fraud / scam — ਧੋਖਾਧੜੀ dhokhadhari
- department — ਵਿਭਾਗ vibhaag
- printed on the back — ਪਿੱਛੇ ਲਿਖਿਆ ਹੋਇਆ pichhe likhia hoya
Where marks go here: He is reporting a claim, not a fact. Rendering ਬੰਦੇ ਨੇ ਕਿਹਾ as the bank called reverses the meaning and hands the branch a completely different case. The matching number is the detail that explains why he believed it, and it is worth its own mark.
- 3. Ms Delaney (branch officer)English Punjabi36 words
That number can be faked. What matters is this: the bank will never ask you for a one time code. You must never share a code, even with someone who says they are from the bank.
Model interpretationਉਹ ਨੰਬਰ ਨਕਲੀ ਬਣਾਇਆ ਜਾ ਸਕਦਾ ਹੈ। ਅਸਲ ਗੱਲ ਇਹ ਹੈ ਕਿ ਬੈਂਕ ਕਦੇ ਵੀ ਤੁਹਾਡੇ ਤੋਂ ਵਨ ਟਾਈਮ ਕੋਡ ਨਹੀਂ ਮੰਗਦਾ। ਤੁਸੀਂ ਕੋਡ ਕਦੇ ਵੀ ਕਿਸੇ ਨਾਲ ਸਾਂਝਾ ਨਾ ਕਰੋ, ਭਾਵੇਂ ਉਹ ਕਹੇ ਕਿ ਉਹ ਬੈਂਕ ਤੋਂ ਬੋਲ ਰਿਹਾ ਹੈ।
uh number nakli banaaya ja sakda hai. asal gall ih hai ki bank kade vi tuhade ton one time code nahin mangda. tusin code kade vi kise naal saanjha naa karo, bhaven uh kahe ki uh bank ton bol riha hai.
What must survive (4 marks of information)- the number that appears can be faked
- the bank will never ask for a one time code
- he must never share a code with anyone
- not even with someone who says they are from the bank
Terms in this segment- one time code — ਵਨ ਟਾਈਮ ਕੋਡ one time code
- to share — ਸਾਂਝਾ ਕਰਨਾ saanjha karna
- fake / counterfeit — ਨਕਲੀ nakli
Where marks go here: The concession clause is the whole instruction. Drop ਭਾਵੇਂ ਉਹ ਕਹੇ ਕਿ ਉਹ ਬੈਂਕ ਤੋਂ ਬੋਲ ਰਿਹਾ ਹੈ and the advice becomes useless, because that is exactly the situation the client was in. Rendering never as ਨਹੀਂ ਕਰਨਾ ਚਾਹੀਦਾ downgrades a prohibition into a preference.
- 4. Mr SandhuPunjabi English34 words
ਮੈਂ ਹੀ ਉਹ ਕੋਡ ਦੱਸ ਦਿੱਤਾ ਸੀ, ਅਤੇ ਹੁਣ ਮੈਨੂੰ ਬਹੁਤ ਸ਼ਰਮ ਆ ਰਹੀ ਹੈ। ਉਹ ਪੈਸੇ ਮੇਰੀ ਧੀ ਦੇ ਵਿਆਹ ਲਈ ਜੋੜੇ ਹੋਏ ਸਨ। ਕੀ ਬੈਂਕ ਮੈਨੂੰ ਸਾਰੇ ਪੈਸੇ ਵਾਪਸ ਦੇਵੇਗਾ ਜਾਂ ਨਹੀਂ?
main hi uh code dass ditta si, ate hun mainu bahut sharam aa rahi hai. uh paise meri dhee de viaah layi jorhe hoye san. ki bank mainu saare paise vaapas devega jaan nahin?
Model interpretationI did give him that code, and now I feel very ashamed. That money was put aside for my daughter's wedding. Will the bank give me all of it back or not?
What must survive (5 marks of information)- he admits he gave out the code himself
- he feels very ashamed
- the money was saved for his daughter's wedding
- he asks whether the bank will return it
- he asks about all of it, not part of it
Terms in this segment- shame — ਸ਼ਰਮ sharam
- saved up / put aside — ਜੋੜੇ ਹੋਏ jorhe hoye
- wedding — ਵਿਆਹ viaah
Where marks go here: ਮੈਂ ਹੀ is an admission with emphasis, and candidates who soften it into the code was taken from me change the bank's liability position. ਸਾਰੇ ਪੈਸੇ is the whole amount; leaving out all of turns a pointed question into a vague one and loses the mark the next segment answers.
- 5. Ms Delaney (branch officer)English Punjabi38 words
I will lodge a disputed transaction today and ask the receiving bank to recall the funds. I must be honest: we will attempt recovery, but we cannot guarantee it. The investigation can take up to twenty one days.
Model interpretationਮੈਂ ਅੱਜ ਹੀ ਇਸ ਲੈਣ-ਦੇਣ ਬਾਰੇ ਸ਼ਿਕਾਇਤ ਦਰਜ ਕਰਾਂਗੀ ਅਤੇ ਦੂਜੇ ਬੈਂਕ ਨੂੰ ਪੈਸੇ ਵਾਪਸ ਭੇਜਣ ਲਈ ਕਹਾਂਗੀ। ਮੈਂ ਸੱਚ ਦੱਸਣਾ ਚਾਹੁੰਦੀ ਹਾਂ ਕਿ ਅਸੀਂ ਪੈਸੇ ਵਾਪਸ ਲੈਣ ਦੀ ਕੋਸ਼ਿਸ਼ ਕਰਾਂਗੇ, ਪਰ ਗਾਰੰਟੀ ਨਹੀਂ ਦੇ ਸਕਦੇ। ਜਾਂਚ ਵਿੱਚ ਇੱਕੀ ਦਿਨ ਤੱਕ ਲੱਗ ਸਕਦੇ ਹਨ।
main ajj hi is len-den baare shikaayat daraj karaangi ate dooje bank nu paise vaapas bhejan layi kahaangi. main sach dassna chahundi haan ki asin paise vaapas lain di koshish karaange, par guarantee nahin de sakde. jaanch vich ikki din takk lagg sakde han.
What must survive (5 marks of information)- a disputed transaction is lodged today
- the receiving bank is asked to recall the funds
- the bank will attempt recovery
- recovery cannot be guaranteed
- the investigation can take up to twenty one days, not exactly twenty one
Terms in this segment- disputed transaction — ਵਿਵਾਦਿਤ ਲੈਣ-ਦੇਣ vivaadit len-den
- to recall funds — ਪੈਸੇ ਵਾਪਸ ਮੰਗਵਾਉਣੇ paise vaapas mangvaaune
- investigation — ਜਾਂਚ jaanch
- guarantee — ਗਾਰੰਟੀ guarantee
Where marks go here: This is the segment the whole dialogue is built on: attempt against guarantee. A candidate who says ਪੈਸੇ ਵਾਪਸ ਆ ਜਾਣਗੇ has promised a distressed client an outcome the bank explicitly refused to promise, which an assessor treats as a serious distortion. Up to twenty one days is a ceiling, not a due date.
- 6. Mr SandhuPunjabi English36 words
ਜੀ, ਮੇਰਾ ਕਾਰਡ ਹੁਣੇ ਬੰਦ ਕਰ ਦਿਓ। ਅਤੇ ਜੇ ਬੈਂਕ ਨੇ ਪੈਸੇ ਵਾਪਸ ਕਰਨ ਤੋਂ ਨਾਂਹ ਕਰ ਦਿੱਤੀ, ਤਾਂ ਮੇਰੇ ਕੋਲ ਹੋਰ ਕੀ ਰਾਹ ਹੈ? ਮੇਰੇ ਭਤੀਜੇ ਨੇ ਬੈਂਕਾਂ ਵਾਲੇ ਕਿਸੇ ਲੋਕਪਾਲ ਦਾ ਜ਼ਿਕਰ ਕੀਤਾ ਸੀ।
jee, mera card hune band kar dio. ate je bank ne paise vaapas karan ton naanh kar ditti, taan mere kol hor ki raah hai? mere bhateeje ne bankaan vaale kise lokpaal da zikar keeta si.
Model interpretationPlease block my card right now. And if the bank refuses to return the money, what other option do I have? My nephew mentioned some sort of ombudsman for banks.
What must survive (5 marks of information)- he asks for his card to be blocked immediately
- he poses a condition: if the bank refuses
- he asks what other option he would have
- his nephew mentioned an ombudsman
- the ombudsman is specifically one for banks
Terms in this segment- to block / stop a card — ਕਾਰਡ ਬੰਦ ਕਰਨਾ card band karna
- to refuse — ਨਾਂਹ ਕਰਨੀ naanh karni
- ombudsman — ਲੋਕਪਾਲ lokpaal
- nephew (brother's son) — ਭਤੀਜਾ bhateeja
Where marks go here: ਜੇ ... ਤਾਂ is hypothetical. Candidates who report that the bank has refused invent a decision that has not been made, and the officer's reply then makes no sense. ਲੋਕਪਾਲ is ombudsman; rendering it as some office or some department loses the term the next segment names in full.
- 7. Ms Delaney (branch officer)English Punjabi39 words
Your card is blocked and a replacement will arrive within five to seven business days. He means AFCA, the Australian Financial Complaints Authority. It is free, and you may take it there once we give you our final decision.
Model interpretationਤੁਹਾਡਾ ਕਾਰਡ ਬੰਦ ਕਰ ਦਿੱਤਾ ਗਿਆ ਹੈ ਅਤੇ ਨਵਾਂ ਕਾਰਡ ਪੰਜ ਤੋਂ ਸੱਤ ਕੰਮਕਾਜੀ ਦਿਨਾਂ ਵਿੱਚ ਪਹੁੰਚ ਜਾਵੇਗਾ। ਉਹ AFCA ਦੀ ਗੱਲ ਕਰ ਰਹੇ ਹਨ, ਯਾਨੀ ਆਸਟ੍ਰੇਲੀਅਨ ਫਾਈਨੈਂਸ਼ੀਅਲ ਕੰਪਲੇਂਟਸ ਅਥਾਰਟੀ। ਇਹ ਮੁਫ਼ਤ ਹੈ, ਅਤੇ ਸਾਡਾ ਆਖ਼ਰੀ ਫ਼ੈਸਲਾ ਆਉਣ ਤੋਂ ਬਾਅਦ ਤੁਸੀਂ ਉੱਥੇ ਜਾ ਸਕਦੇ ਹੋ।
tuhada card band kar ditta gaya hai ate navaan card panj ton satt kamkaaji dinaan vich pahunch javega. uh AFCA di gall kar rahe han, yaani Australian Financial Complaints Authority. ih mufat hai, ate saada aakhri faisla aaun ton baad tusin utthe ja sakde ho.
What must survive (6 marks of information)- the card is blocked already
- a replacement arrives within five to seven business days
- business days, not ordinary days
- the body is AFCA, the Australian Financial Complaints Authority
- AFCA is free of charge
- he may go to AFCA only after the bank gives its final decision
Terms in this segment- business days — ਕੰਮਕਾਜੀ ਦਿਨ kamkaaji din
- replacement card — ਨਵਾਂ ਕਾਰਡ navaan card
- free of charge — ਮੁਫ਼ਤ mufat
- final decision — ਆਖ਼ਰੀ ਫ਼ੈਸਲਾ aakhri faisla
Where marks go here: Two sequencing traps sit here. ਕੰਮਕਾਜੀ ਦਿਨ excludes the weekend, so a plain ਪੰਜ ਤੋਂ ਸੱਤ ਦਿਨ misstates when the card lands. And AFCA comes after the bank's final decision, not instead of the bank; candidates who drop that clause send the client to the ombudsman on day one.
- 8. Mr SandhuPunjabi English33 words
ਠੀਕ ਹੈ। ਮੇਰੇ ਭਤੀਜੇ ਨੇ ਕਿਹਾ ਸੀ ਕਿ ਮੈਨੂੰ ਸਕੈਮਵਾਚ ਦੀ ਵੈੱਬਸਾਈਟ ਉੱਤੇ ਵੀ ਰਿਪੋਰਟ ਕਰਨੀ ਚਾਹੀਦੀ ਹੈ। ਮੈਂ ਅੱਜ ਹੀ ਕਰ ਦਿਆਂਗਾ। ਕਿਰਪਾ ਕਰਕੇ ਮੈਨੂੰ ਸ਼ਿਕਾਇਤ ਦਾ ਨੰਬਰ ਲਿਖ ਕੇ ਦੇ ਦਿਓ।
theek hai. mere bhateeje ne kiha si ki mainu Scamwatch di website utte vi report karni chahidi hai. main ajj hi kar diaanga. kirpa karke mainu shikaayat da number likh ke de dio.
Model interpretationAll right. My nephew said I should also report it on the Scamwatch website. I will do that today. Please write down the complaint reference number for me.
What must survive (4 marks of information)- his nephew said he should also report it
- the report goes on the Scamwatch website
- he will do it today
- he asks for the complaint reference number in writing
Terms in this segment- Scamwatch — ਸਕੈਮਵਾਚ Scamwatch
- to report — ਰਿਪੋਰਟ ਕਰਨੀ report karni
- complaint reference number — ਸ਼ਿਕਾਇਤ ਦਾ ਨੰਬਰ shikaayat da number
Where marks go here: Scamwatch is a proper noun and must come through as a name, not as a scam website, which says the opposite. ਵੀ marks this as an extra step alongside the bank dispute rather than a replacement for it, and the request is for the number in writing, not just to be told it.
Register and cultural mediation in this dialogue
- Admitting you were tricked carries real loss of face, and ਮੈਨੂੰ ਬਹੁਤ ਸ਼ਰਮ ਆ ਰਹੀ ਹੈ is not decoration. Interpret the shame plainly rather than smoothing it into an apology; the officer needs to hear that the customer disclosed the code voluntarily, and the assessor is listening for the admission to survive.
- ਭਤੀਜਾ is specifically a brother's son, while English nephew flattens four Punjabi kinship terms into one. Nephew is the right English rendering here, but do not go the other way and turn an unspecified English relative into a precise Punjabi term you were never given.
- AFCA, Scamwatch and the one time code have no settled Punjabi equivalents, and inventing translations for them is riskier than keeping the English with a short gloss. Australian Punjabi speakers routinely say ਬੈਂਕ, ਕਾਰਡ, ਕੋਡ and ਟ੍ਰਾਂਸਫਰ in ordinary conversation, so a heavily Sanskritised rendering would sound stranger to the client than the loanwords do.
At the Branch: Disputing a Scam Transfer and Reissuing a Card — glossary (14 terms)
Learn these before you sit the paper a second time. More banking & finance vocabulary.
| English | Punjabi | Transliteration |
|---|---|---|
| account | ਖਾਤਾ | khaata |
| transfer (of money)ਰਕਮ ਭੇਜਣਾ also works; what matters is that money left the account, not that a payment was requested. | ਟ੍ਰਾਂਸਫਰ | transfer |
| to authorise | ਮਨਜ਼ੂਰੀ ਦੇਣੀ | manzoori deni |
| fraud / scamਠੱਗੀ is the more colloquial word and is fine in the client's mouth; keep the register of whoever is speaking. | ਧੋਖਾਧੜੀ | dhokhadhari |
| one time code (OTP)Do not translate this into ਪਾਸਵਰਡ. A code that arrives by text and a password are different things, and the safety rule is about the code. | ਵਨ ਟਾਈਮ ਕੋਡ | one time code |
| disputed transaction | ਵਿਵਾਦਿਤ ਲੈਣ-ਦੇਣ | vivaadit len-den |
| to recall fundsA request to the other bank, not a refund by your own bank; the difference is exactly what the officer is careful about. | ਪੈਸੇ ਵਾਪਸ ਮੰਗਵਾਉਣੇ | paise vaapas mangvaaune |
| investigation | ਜਾਂਚ | jaanch |
| to guaranteeKeep it separate from ਕੋਸ਼ਿਸ਼ ਕਰਨੀ, to attempt. The pair is the marking point of this dialogue. | ਗਾਰੰਟੀ ਦੇਣੀ | guarantee deni |
| to block a card | ਕਾਰਡ ਬੰਦ ਕਰਨਾ | card band karna |
| business daysWeekends and public holidays do not count; ਸਾਧਾਰਨ ਦਿਨ would shorten the timeframe the bank actually quoted. | ਕੰਮਕਾਜੀ ਦਿਨ | kamkaaji din |
| ombudsman | ਲੋਕਪਾਲ | lokpaal |
| AFCA (Australian Financial Complaints Authority)Say the initialism and the full name once, as the officer does. AFCA handles bank, insurance and super complaints after the firm's own process ends. | ਏ ਐੱਫ ਸੀ ਏ | AFCA |
| ScamwatchRun by the ACCC. Reporting there does not recover money; it is a separate step from the bank dispute. | ਸਕੈਮਵਾਚ | Scamwatch |
Marking yourself is the slow way
It works, and it is free — but it takes twenty minutes per dialogue and it depends on you being honest about what you actually said. Inside the course you record your answer, and it is transcribed and scored against the model automatically, segment by segment, with the information you dropped highlighted. 112 dialogues across every CCL domain, unlimited scored mock tests, and a vocabulary bank that resurfaces the terms you keep missing.
No card to start. The free papers here stay free either way.
Questions about this mock test
- The assessor says Support at Home but the son says Home Care Package. Which one do I use?
- Whichever the speaker used. Support at Home replaced Home Care Packages for new clients on 1 November 2025, so the assessor is right about this family, and the son is right about his friend's mother two years ago. Swapping the names rewrites the timeline and loses the mark the contrast was built to test.
- Is there a Punjabi word for Support at Home?
- No, and inventing one is riskier than borrowing. Say ਸਪੋਰਟ ਐਟ ਹੋਮ and, the first time it appears, add a short gloss such as ਘਰ ਵਿੱਚ ਦੇਖਭਾਲ ਲਈ ਸਰਕਾਰੀ ਪ੍ਰੋਗਰਾਮ. Assessors listen for the program name because it is what the client will have to quote at the provider's office and on the phone to My Aged Care.
- Do I have to know the real Support at Home contribution rates to interpret this segment?
- No. You carry the numbers the assessor gives, with her hedges attached. What helps is knowing the shape behind them: clinical care such as nursing is fully funded, help with personal care costs the participant a small share, and everyday jobs like cleaning cost the largest share. That shape stops you swapping two percentages.
- The customer admits he gave away the security code. Should I soften that to protect him?
- Never. Interpreters do not manage a client's embarrassment by editing what was said. ਮੈਂ ਹੀ ਉਹ ਕੋਡ ਦੱਸ ਦਿੱਤਾ ਸੀ is an admission that changes the bank's assessment of the claim, and softening it into the code was stolen is a distortion, not tact.
- Is it acceptable to keep AFCA and Scamwatch in English rather than translating them?
- Yes, and it is the safer choice. Both are Australian proper nouns with no Punjabi equivalent. Give the English name, add the full form once where the speaker does, and a brief gloss if the client seems unfamiliar. A translated Scamwatch can easily be heard as the name of a scam.
- Why does this test insist on the difference between what the bank will attempt and what it can guarantee?
- Because the whole complaint pathway depends on it. If you tell a customer his four thousand two hundred dollars is coming back, you have promised something the bank refused to promise, and CCL assessors treat that class of over-commitment as a major distortion rather than a wording slip.
- How are the marks split across the two dialogues on this paper?
- Each dialogue is worth 45 marks, so the paper is out of 90 and you need 63 overall to pass. You must also score at least 29 on each dialogue, which means a strong banking performance cannot rescue a weak aged care one, and vice versa.
Sit another paper
One mock is a data point; two are a trend. Pick a domain you have not practised — a real test will not let you choose.
Before you sit the real one
- How to sit a mock test properly — conditions, recording and what assessors deduct for.
- All free disability & aged care dialogues and all free banking & finance dialogues — every paper in these domains, with a merged glossary and every examiner note.
- Disability & Aged Care vocabulary and Banking & Finance vocabulary — the terms these dialogues assume you know.
- What the real test costs — the price of finding out the hard way.
- The full CCL syllabus — every domain a real paper can draw from.
Last revised 2026-08-05. NaatiGuru is not affiliated with NAATI; these are original practice materials written to the published CCL test format.