Australia's free interpretation service is a must for new TIS immigrants

Translating and Interpreting Service (TIS National) Providing interpreting services to people who do not speak English, and to organisations and companies who need to communicate with non-English speaking clients. Our services enable people who do not speak English to independently access services and information in Australia.

Serving people who don't speak English

TIS National provides both telephone interpreting and in-person interpreting services.

Most TIS National services are free for people who don't speak English. Usually the organisation you contact will pay for the cost of an interpreter. 

Real-time telephone interpretation

TIS National provides an immediate telephone interpreting service 24 hours a day, 365 days a year by calling 131 450.

Telephone interpreting by appointment

You may ask an agency to book a telephone interpreting service in advance for a scheduled meeting or interview. Booked telephone interpreting services are usually booked by agencies who need to communicate with clients who do not speak English.

On-site interpretation

You can reserve an on-site interpreter in advance for an appointment at a specific location. On-site interpreting services are usually reserved by organizations that need to communicate with non-English speaking clients. For more information, seeOn-site interpretation.

What services does TIS National provide?

TIS National provides interpreting services to people who do not speak English, and to government agencies and businesses that need to communicate with non-English speaking customers. These services enable people who do not speak English to independently access services and information in Australia.

TIS National employs over 3,000 interpreters across Australia in more than 160 languages.

People who don't speak English can get an immediate telephone interpreting service through TIS National by calling 131 450. If you contact an agency directly, they can arrange an interpreter for you.

Who can I contact through TIS National?

 TIS National has more than 60,000 registered clients, including the Department of Home Affairs. Some of TIS National's other clients include:

• State and federal government departments

• Local municipal government

• Medical and health professionals

•pharmacist

• Utility companies

•Telecommunications companies

• Emergency Services

•Legal service agencies

• Settlement and community services agencies

TIS National cannot guarantee that the organisation you need to contact will accept a call from TIS National with the assistance of an interpreter.

When can I call TIS National?

TIS National provides interpreting services 24 hours a day, every day of the year.

The organisation you contact may only be available during their normal working hours, and these hours may vary from organisation to organisation. Standard working hours for most organisations in Australia are 9am to 5pm, Monday to Friday. Many organisations are not available on public holidays.

What to do when calling 131 450

1. Call TIS National on 131 450. You will hear TIS National's privacy statement.

2. You will be asked on the phone: What language do you need an interpreter for? Say your language.

3. You will be asked on the phone: Are you a business customer of TIS National? You should say: No.

4. Your call will be transferred to an English-speaking TIS National operator. While waiting, you will hear a voice recorded in your native language: "We are connecting to the operator, please wait."

5.The TIS National operator will confirm your language again.

6. The TIS National operator will ask you to wait on the phone while they call the interpreter. You will hear the following voice recorded in your native language: "We are trying to contact an interpreter, please wait."

If there is an interpreter for your language, the TIS National operator will then connect you to the interpreter and ask you which agency you need to contact.

o When you call TIS National, have the name of the organisation, its telephone number and your client or account number with the organisation (if you have one) ready.

o The interpreter will tell the TIS National operator who you need to speak to, and the operator will then call to connect you and the interpreter to the requested agency.

If there is no interpreter for your language, the operator will ask you to call back later. If you speak more than one language, you can request an interpreter for another language.

What should I do if I know the interpreter I am connected to?

If you realise you know the interpreter, it is up to you to decide whether to continue with the interpreting process. If you do not wish to continue with the assistance of this interpreter, tell the TIS National operator or the other agency and end the call.

Can I request a male or female interpreter?

Yes. If you wish to specify the gender of your interpreter, please tell the TIS National operator or other agency as soon as possible. TIS National will try to arrange an interpreter of the gender you requested.

Can I request an interpreter from a specific religious or cultural background?

No. TIS National operators use the National Accreditation Authority for Translators and Interpreters (NAATI)https://www.naati.com.au/) level of certification (qualification) and availability to assign interpreters to work, ensuring you get the most qualified interpreters available. TIS National cannot assign interpreters based on cultural or religious background.

I would like to have an interpreter assist me in person. Is this possible?

Yes. TIS National provides on-site interpreting services. If you require an on-site interpreter, you should contact the organisation you need to speak to via TIS National's telephone interpreters and ask them to arrange an on-site interpreter for you.

I need to contact emergency services. What should I do?

If you need to contact the ambulance, police or fire emergency services you should call 000 directly. 000 Emergency Services will call TIS National and connect you to an interpreter using a priority line which is available 24 hours a day, 7 days a week, 365 days a year.

Are TIS National services free for people who don't speak English?

Yes. Most of TIS National's interpreting services are free for people who don't speak English. Usually, the organisation you contact will accept a fee for the service. Some organisations and medical professionals are eligible for free interpreting services through TIS National.

Some organisations may not accept calls from TIS National, but if you call the organisation directly they may be able to call you back using a telephone interpreter.

If the organisation you want to contact is not a client of TIS National and they do not wish to be charged for the services, you can open a personal account and pay for the services yourself. To do this, tell the interpreter and a TIS National operator will assist you in opening the account. You will need a credit card to open a personal account.

Can I have my documents translated through TIS National?

No. TIS National does not provide translation services for commercial documents.

The Department of Social Services (DSS) provides a free document translation service for people settling permanently in Australia. Permanent residents and some temporary visa holders can have up to ten eligible documents translated into English within two years of the date their eligible visa was issued.

DSS website (https://translating.dss.gov.au/en/about-this-service) for more information on free translation services.

You can contact the National Accreditation Authority for Translators and Interpreters (NAATI) (https://www.naati.com.au/) for information about other translation options.

How can I use interpreting services most effectively?

You can use TIS National interpreting services most effectively by:

• Prepare all the information you will need for the call before you call TIS National

• Wait patiently for the interpreter to finish speaking before speaking • Use short sentences

• Do not use slang or jargon that may be difficult to translate • Understand the interpreter's role • Do not ask the interpreter to give you advice or speak for you

• If you have difficulty understanding what the interpreter is saying, tell the interpreter, the other organisation or TIS National immediately.

What are the duties of a TIS National interpreter?

The interpreter's job is to translate what you say as accurately as possible.

Interpreters do not give advice and should not ask any questions other than passing on questions from the TIS National operator or the person you are communicating with.

TIS National interpreters are bound by a strict code of ethics. This code governs their professional conduct and sets out obligations in relation to:

• Professional Conduct

• Confidentiality

• Professional competence

• Impartiality

•accuracy

• Clear lines of responsibility

• Maintain professional relationships

• Career Development

• Professional solidarity

Australian Institute of Translators and Interpreters (AUSIT) website (https://ausit.org/AUSIT/About/Ethics___Conduct/Code_of_Ethics/AUSIT/About/Code_of_Ethics.aspx) for more information on the Code of Ethics.

How do I provide feedback to TIS National?

To provide feedback about TIS National services, interpreters or operators, please contact our General Feedback Desk on 133 177. Please speak your language to be connected to an interpreter. Once connected to an interpreter, please tell the operator that you would like to provide feedback to TIS National. Your feedback will be recorded and passed to the relevant department at TIS National for consideration.

Am I eligible to learn English for free?

The Adult Migrant English Program (AMEP) provides free English language courses to eligible migrants.https://immi.homeaffairs.gov.au/settling-in-australia/amep/about-the-program) to help them settle and integrate into Australian society.

AMEP is open to migrants aged 18 years and over who are on the reunion, skilled and humanitarian visa streams, including permanent and some temporary visa holders. Dependents of eligible visas can study, and migrants aged 15 to 17 can also participate in certain circumstances. For those with pre-school children, free childcare is also provided during the face-to-face classes.

AMEP has a range of flexible study options to help you learn English, including face-to-face (COVID-19-friendly) courses, online courses, volunteer tutor programs and distance learning. Depending on where you live, full-time, part-time, evening and weekend classes may be available.

To find out how to start learning English for free, contact your nearest AMEP provider (https://immi.homeaffairs.gov.au/settling-in-australia/amep/service-providers) or go towww.homeaffairs.gov.au/amep

I need an interpreter to discuss domestic violence. Are there any resources to support me?

The Australian Government has developed a Family Safety Resource Book that contains information about Australian law on family violence, sexual assault and forced marriage, and women's safety rights. The resource book contains four fact sheets and an explanation board and has been translated into 46 languages. Family Safety Resource Book (https://www.dss.gov.au/family-safety-pack) is available on the Department of Social Services website.

The Family Safety Resource Kit, Interpreting in Domestic Violence Situations (https://www.dss.gov.au/settlement-and-multicultural-affairs/publications/interpreting-in-domestic-violence-situations) and Interpreters and Family Safety (https://www.dss.gov.au/settlement-and-multicultural-affairs/publications/interpreters-and-family-safety) information sheet aims to raise awareness of the role and responsibilities of interpreters in situations involving domestic violence.

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