Terms and conditions of the Free Interpreting Service for non-government organisations
As of 1 August 2013, the following terms and conditions apply to all TIS National client codes under the Free Interpreting Service Non-Government Organisation (NGO) category1.
Terms and conditions
If the organisation I represent is approved to access the Department of Social Services' Free Interpreting Service under the NGO category, the organisation agrees:
- to use the Free Interpreting Service for the approved casework and/or emergency service activities only2
- to use the Free Interpreting Service to support Australian citizens and permanent residents only;
- to restrict the use of the TIS National client code to the organisation3 only;
- that access to the Free Interpreting Service will be for such term as indicated in the approval letter2, up to a maximum of three years (Term);6
- to request pre-booked on-site and telephone interpreting services up to three months in advance of the date of the required appointment;
- to use free on-site interpreting services during business hours only (Monday to Friday, 8 am to 6 pm). Telephone interpreting services are available free of charge 24 hours a day, 7 days a week;
- wherever possible, to notify TIS National4 of any cancellations in writing at least 24 hours prior to the pre-booked telephone or on-site interpreting appointment;
- to notify TIS National5 within 30 business days of any change to the organisation's funding situation;
- to notify TIS National5 within 30 business days if the organisation:
- ceases to provide the approved casework and/or emergency service activities;
- wishes to use the TIS National client code for a new service or activity, noting that any such use will be subject to approval by the Department of Social Services (DSS) and may require the organisation to submit an updated application form;
- to notify TIS National5 within 30 business days of any change to the contact details of the organisation, including organisation name, organisation contact person, organisation address (street and postal), email or telephone number;
- to reapply for access to the Free Interpreting Service prior to the expiry of the Term if the organisation continues to require the use of the Free Interpreting Service. Failure to reapply will result in the services being charged and the TIS National client code not being recognised under the Free Interpreting Services NGO category;6
- it is a condition of the organisation's use of the Free Interpreting Service that DSS:
- will review the organisation's use of the TIS National client code and will use such information when assessing any future application to continue or receive a code (e.g. past fraudulent use may affect ability to be granted another code);
- may modify these terms and conditions as required. Your organisation will be provided with 3 months prior written notice of any changes
- may refuse, remove or cancel access to the Free Interpreting Service at its discretion; and
- to DSS using the information contained in your organisation's Free Interpreting Service application form to verify your funding details.
Explanatory notes to terms and conditions:
1. The NGO category is one of the categories under DSS' Free Interpreting Service. It refers to incorporated, not-for-profit, non-government, community based organisations (NGO) that receive free interpreting services to support the delivery of casework and emergency services which are not substantially government funded.
2. Specific details on your organisation's approved activities and Term will be included in the approval letter. If your organisation provides services funded under the Settlement Grants Program (SGP) you will be required to apply for a separate TIS National client code to deliver SGP funded activities. Interpreting services through TIS National are provided under SGP free of charge. Access to DSS' Free Interpreting Service is not available to organisations for programs or services that receive substantial government funding (Commonwealth and/or State or Territory funding). Under Multicultural Access and Equity Policy, Australian Government departments and third party government funded agencies are required to ensure that appropriate language services are provided to people from non-English speaking backgrounds who cannot communicate in English about issues affecting them. Organisations that require language services (such as interpreting) and receive government funding should incorporate the cost of these services into their application for funding. Most state and territory governments have similar access and equity obligations. If you have any enquiries regarding interpreting services for a specific government funded program or service, please contact the relevant funding body/contract manager for further assistance.
3. The TIS National client code issued under the NGO category is non-transferable – the code cannot be provided to external agencies or organisations for use (even if the organisation refers clients to that agency or organisation or collaborates with that agency or organisation).
4. Notify TIS National of cancellations of either pre-booked telephone interpreting or on-site interpreting at least 24 hours prior to the appointment start time or costs will be incurred and charged to DSS. To cancel a pre-booked telephone interpreter please email firstname.lastname@example.org. On-site assignments booked via TIS Online should be cancelled in TIS Online wherever possible. On-site assignments not booked via TIS Online can be cancelled by emailing email@example.com. Please ensure you make cancellations at least 24 hours prior to the appointment start time to avoid this unnecessary cost, wherever possible.
5. Notify TIS National Language policy liaison team on 1300 575 847 or email: firstname.lastname@example.org.
6. The introduction of a specified Term (clause 4) and the application of an expiry date (clause 11) apply to any new TIS National client code issued under the NGO category on or after 1 August 2013. This does not apply to organisations who have an existing TIS National client code under the Free Interpreting Service ‘NGO category’ issued before that date. Through a phased approach over the next three years, DSS will request all existing organisations that use the Free Interpreting Service under the NGO category to submit a new application for the Free Interpreting Service. If access is renewed, then clauses 4 and 11 will apply from that time.