Types of phone interpreting

TIS National offers two types of phone interpreting services:

• Immediate phone interpreting
• Pre-booked phone interpreting

If you need to schedule a phone interpreter in advance, use TIS Online to pre-book the service.

In addition to operator-assisted access to an immediate phone interpreter, TIS National also offers an Automated Telephone Interpreting Service (ATIS). Read more about ATIS.

TIS National Contact Centre

Calling 131 450

TIS National provides operator-assisted access to request an immediate phone interpreter in more than 150 languages.

When you dial 131 450, an automated prompt will ask you which language you need. You will be transferred to a TIS National operator who can allocate an interpreter for you. 

You may also hear a recorded notification about wait times, and a privacy message before your call is transferred.

How does TIS work for your organisation

When your call is answered, the TIS National operator will ask you for the following information:

• to confirm the language you have requested
• your TIS National client code
• your agency's name and the section you work in
• your name and phone number
• the non-English speaker's name
• the non-English speaker's phone number (you need to tell the TIS operator if you want to conference a client into the call)
• any required information your agency has requested be recorded by TIS National (for example, an identification number or claim number).

To help our operators process your request as quickly as possible, please have this information ready to provide when requested.

Please view our pricing before requesting TIS National services.

What is required information?

Agencies use TIS National services in different ways. Agencies’ needs will vary depending on the type of interactions they have with non-English speakers in the community.

Our premium service offering allows us to record information in your client account. When services are accessed through TIS National, operators will be prompted to capture additional details. 

This can assist you to:

• maintain records of services
• identify who communications campaigns are reaching
• easily reconcile financial accounts.

Examples could be:

• requesting that non-English speakers are connected to a specific phone number 
• capturing unique identifiers and other information to help identify your non-English speaking clients
• capturing unique identifiers to help you identify staff using the account.

Contact our Client Engagement team to discuss what required information options can be included on your account.

Should I accept TIS National calls initiated by non-English speakers?

Everyone should have equal access to Australian Government services. No one should face discrimination based on their country of birth, culture or linguistic background. If you are part of a government agency, you have an obligation under the whole of government Access and Equity strategy. It is essential to ensure that our services are accessible to clients with limited English proficiency. By providing interpreters, we can help our clients receive the support they need

TIS National encourages private agencies to accept incoming interpreting calls from TIS National, to enable non-English speaking callers to contact the services available to English speaking clients or customers. Where an agency does not accept interpreter-assisted calls, the non-English speaker may need to seek similar services through another agency.

There are options available to associate ‘required information’ fields with your client code to help identify participants engaged in NES-initiated calls. Contact you Client Engagement account manager for more information.