Terms and Conditions for Bookings
1. Application of these Terms and Conditions for Bookings
1.1. The following terms and conditions (‘Terms and Conditions for Bookings’) apply when You make a booking for the use of TIS National Services.
1.3. By making a booking request for any TIS National Services, in any manner, including via Your TIS Online Account, You acknowledge You have read these Terms and Conditions for Bookings and agree to be bound by them.
1.4. Words and expressions used in these Terms and Conditions for Bookings have the meanings and interpretation given to them in the General Terms and Conditions of Use.
2.1. Bookings for the following TIS National Services must be made via Your TIS Online Account:
a. Pre-booked phone interpreting
b. On-site interpreting
c. Video remote interpreting.
2.2. We recommend that all booking requests be made at least one week in advance wherever possible. Bookings may be made up to 90 calendar days in advance.
2.3. In exceptional circumstances and if You cannot access TIS Online, You may contact us by telephone and we will use all reasonable efforts to provide You with an interpreter. You must submit a written request to us via email as soon as possible after contacting us by telephone.
2.4. You must notify us if You have any specific requirements relating to an interpreter, including, but not limited to:
a. National Accreditation Authority for Translators and Interpreters (NAATI) credential level;
c. Working with Children Check or its equivalent in different Australian jurisdictions;
d. National Disability Insurance Scheme (NDIS) Worker Screening Check;
e. continuity of the interpreter providing the service;
f. COVID-19 or other vaccination status; and/or
g. security clearance.
2.5. You acknowledge and agree that:
a. an Electronic Instruction may not be received by us for reasons beyond either party's reasonable control including, but not limited to, electronic, mechanical, software, computer or telecommunications failure, or the omission or failure of third party website providers or systems;
b. we may act on and process all completed bookings transmitted or issued through the Website without further consent from or reference to You;
c. we may treat a booking as authentic and we are under no obligation to investigate the authenticity or authority of persons issuing or transmitting such Electronic Instructions, or to verify the accuracy and completeness of such Electronic Instructions;
d. all booking requests are subject to availability and confirmation by us, and we make no guarantee that the interpreting service requested will be available, or that a specific interpreter can be allocated to You in accordance with Your request;
e. we may, acting reasonably and at our discretion, accept or reject any booking made by You for any reason, including an error in Your booking; and
f. we will assign work to interpreters in accordance with TIS National’s Allocation Policy.
2.6. Text entered into the Instructions for Interpreter field on the TIS Online booking request form will automatically be displayed to all interpreters and must only include instructions for the allocated interpreter. Text entered in this field must not:
a. refer to or request a specific interpreter, or request not to be allocated a specific interpreter;
b. contain defamatory or offensive remarks;
c. contain sensitive, private or confidential information; or
d. be specific requests or requirements other than practical on-site instructions for the interpreter (e.g. sign in at reception desk on ground floor; must wear a mask and present proof of COVID-19 vaccination to site contact).
2.7. Specific requirements which are not intended for the interpreter to view (e.g. requesting exclusion of a specific interpreter) must be entered in the relevant field in the Additional Requirements section of the booking request form.
2.8. You must ensure that a representative of Your organisation is present for all on-site bookings to facilitate the interpreting interaction. This may be an employee or another person You have authorised for this purpose. Your representative should also verify the interpreter’s identification before commencing an assignment.
3. Significant changes and cancellations
3.1. By making a booking for TIS National Services, You agree to be bound by the TIS National Cancellation Policy (‘Cancellation Policy’).
3.2. To cancel a booking, You must follow the procedures in the Cancellation Policy.
3.3. Without limiting the Cancellation Policy in any way, if You cancel a booking without sufficient notice (as defined in the Cancellation Policy), You may be charged in accordance with the Cancellation Policy.
3.4. Where You request a significant change to a pre-booked phone, on-site or video remote assignment without sufficient notice, TIS National may, at its absolute discretion, treat this as a cancellation without sufficient notice and You may be charged in accordance with the Cancellation Policy. What constitutes a ‘significant change’ is defined in the Cancellation Policy.
3.5. TIS National may occasionally need to cancel bookings that You have made for TIS National Services. This may occur because the assigned interpreter is no longer available or for other reasons, including those that are beyond TIS National’s reasonable control. You agree that no compensation will be payable by the Department in these circumstances. If TIS National needs to cancel a booking, we will provide You with advance notice wherever possible.
4. Service charges
4.1. By submitting a booking (whether through TIS Online or otherwise), You agree to pay the applicable service charges prevailing at the time the Services are provided (which may be different to the service charges applicable at the time you make the booking if the service charges have been varied in accordance with the General Terms and Conditions of Use).
4.2. You acknowledge and agree that You may be charged for the full booking period (whether used or not) unless you notify us of a change or cancellation with sufficient notice, as defined in the Cancellation Policy.
5. Work health and safety
5.1. You acknowledge that You have work health and safety (WHS) obligations to interpreters who provide Services for You and agree to comply with the relevant WHS legislation applicable to You. Without limiting these obligations, You agree to provide appropriate breaks for interpreters, particularly for bookings longer than one hour.