Allocation Policy

TIS National’s policy is to allocate work to language practitioners on the basis of their:

• National Accreditation Authority for Translators and Interpreters (NAATI) credential level; and
• availability.

In some circumstances, we may take limited additional factors such as those outlined below into account when determining allocation. TIS National may also depart from this policy in other exceptional circumstances. However, the highest available NAATI credential level always remains a primary criterion.

Gender preferences

TIS National recognises that in some circumstances, a practitioner of a specific gender may be required, particularly for sensitive matters such as medical consultations. Clients may indicate a gender preference when submitting a booking request, and wherever possible, TIS National will allocate the most highly credentialed available practitioner of the nominated gender.

Worker screening checks

Occasionally, agency clients may need to specify that a worker screening check, such as a National Disability Insurance Scheme Worker Screening Check, or a Working with Children Check (or equivalent) is required in order to comply with relevant legislation. In these circumstances, we will allocate the most highly credentialed available language practitioner who holds the required check.

Specific practitioner requests

TIS National strongly encourages clients to avoid requesting a specific language practitioner where possible, as this:

• may limit our ability to supply a language practitioner, particularly for urgent requests (the specified practitioner may not be available when requested); and
• may not result in allocation of a language practitioner with the highest NAATI credential available for your booking.

We will only agree to a specific practitioner request if the client can clearly demonstrate what exceptional circumstances apply to warrant allocation outside our normal Allocation Policy. 

The procedures for requesting a specific interpreter or a specific translator differ.

Specific interpreter request: to make a request, clients must complete an Acknowledgement of requirements for the provision of a specific interpreter form, including details of the exceptional circumstances which apply. Agency clients have access to this form during the booking process.

Specific translator request: to make a request, clients should email TIS.Translating@homeaffairs.gov.au a detailed outline of all of the required translation assignments prior to the initial booking. The email should include details of applicable exceptional circumstances.

Requests are assessed on a case by case basis and are more likely to be considered favourably if a client can demonstrate that allocation of the nominated language practitioner is:

• essential to maintaining the quality and continuity of care or service; and
• of clear benefit to the non-English speaking client.

Specific practitioner requests must generally be made at least 3 business days prior to the appointment date. Requests made less than 3 business days in advance will only be considered in exceptional circumstances and will generally result in a practitioner being allocated in accordance with standard TIS National Allocation Policy.

If a specific practitioner request is declined, the booking will either be offered to the most highly credentialed available language practitioner or cancelled, depending on the selection as to whether TIS National can assign another practitioner.

No other considerations are ordinarily taken into account when allocating language practitioners to bookings.

TIS National:

• does not keep records on language practitioners’ ethnicity, nationality, country of birth, religion or political affiliations and is unable to allocate a practitioner based on these considerations
• will not provide a specific language practitioner simply to meet the personal preferences of the agency client or non-English speaker
• will not agree to allocate a specific language practitioner outside of the usual allocation policy where there is no evidence to substantiate a history or continuity of care or service
• will not accept previous performance or prior knowledge as reason for the provision of a specific language practitioner, except where related to continuity of care or service.

Language practitioners should refer to the Allocation Policy Procedural Instruction in the TIS Online portal for further details on how the Allocation Policy applies to them.