Terms and conditions for bookings and services

1. Application of these terms and conditions for bookings and services

1.1. The following terms and conditions (terms and conditions for bookings and services) apply where you make a booking for the use of TIS National Services.

1.2. By making a booking request using the online form provided on the website or by using your Account or otherwise, you acknowledge you have read these Terms and conditions for bookings and services and agree to be bound by them.

1.3. These Terms and conditions for bookings and services form part of, and apply in addition to, the general Terms and conditions of use (Terms).

1.4. Words and expressions used in these Terms and conditions for bookings and services have the meanings and interpretation given to them in the Terms. 

2. Bookings

2.1. All interpreting booking requests must be made in writing, and wherever possible, with at least one week’s prior notice, using the designated online booking form provided on the website or using your Account.

2.2. Bookings may be made for appointments up to 90 calendar days in advance from the date of request.

2.3. In the event of an emergency situation and 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 as soon as possible after contacting us by telephone. 

2.4. It is your responsibility to notify us if you have any specific requirements for an interpreter, such as:

a. National Accreditation Authority for Translators and Interpreters  (“NAATI”) credential level;

b. gender; 

c. Working with Children Check or its equivalent in different Australian jurisdictions; and

d. continuity of the interpreter providing the service.

2.5. You acknowledge and agree that:

a. the Electronic Instruction may not be received by us for reasons beyond either party's reasonable control including but not limited to, electronic failure, 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. We make no guarantee that the interpreting service requested will be available, or that a specific interpreter can be allocated to you in accordance to your request;  

e. we may, in our sole and absolute discretion, accept or reject any booking made by you for any reason (or no reason), including an error in your booking; and

f. we will assign work to interpreters in accordance with TIS National's Interpreter Allocation Policy.

2.6. Interpreter instructions entered into the job booking request form will automatically be displayed to interpreters and must not refer to specific interpreters, contain defamatory or offensive remarks or be specific requirements for the job.

2.7. Instructions should be limited to instructions that the interpreter may need to locate the site location at the time of the on-site booking.

3. Cancellations

3.1. To cancel a booking, you must follow the procedure set out in the TIS National Cancellation Policy (“Cancellation Policy”).

3.2. By making a booking for TIS National Services, you agree to be bound by the Cancellation Policy.

3.3. Without limiting the Cancellation Policy in any way, if you cancel a booking with insufficient notice (as defined in the Cancellation Policy), you may be charged in accordance with the Cancellation Policy.

3.4. TIS National may cancel bookings that you have made for TIS National Services by giving you reasonable advance notice.  This may include because the relevant interpreter is no longer available or for other reasons, including those that are beyond TIS National’s reasonable control.

4. Service Charges

4.1. You will be charged our prevailing service charges in place at the time you use and/or book TIS National Services.

4.2. By submitting a booking (whether through TIS Online or otherwise), you are agreeing to pay the applicable service charges prevailing at the time we provide you with the relevant TIS National Services. 

4.3. When you register an Account, we will send a copy of our then-current service charges for use of TIS National Services to the email address you use to register.

4.4. We update our service charges regularly. Where we have updated our service charges, those updated service charges will apply for any TIS National Services provided by us after the date of update, regardless of when you made a booking for those TIS National Services. These updated charges may be different from the service charges which applied when you made the booking. If you do not agree with the new service charges, then you may cancel your booking in accordance with the Cancellation Policy. If you do not cancel your booking, the updated service charges will apply.

4.5. We will send a copy of any updates to our service charges to the email address you used to register your Account.

4.6. TIS National service channels allow for non-English speakers (“NES”) to call TIS National when the NES is seeking to communicate with an agency. In this clause, “NES initiated call” means a call where a NES calls TIS National directly, and TIS National engages an interpreter to connect the call to you, the agency. If you have authorised TIS National to connect NES initiated calls to you, then you agree that you will be charged for NES initiated calls, including for successful and unsuccessful connections.  Examples of unsuccessful connections you agree to be charged for include, but are not limited to, when the call from TIS National to your agency:

a. is not answered by your agency (including if the call is outside your usual business hours);

b. is placed on hold for 10 minutes or more (TIS National will ordinarily terminate a call after 10 minutes on hold)

c. is engaged;

d. is diverted to a message taking service; or

e. results in an automated message response.

4.7. If you are approved to access free interpreting services for non-government organisations under the Department of Social Services’ Free Interpreting Service, we will not charge you any service charges and the Terms and conditions of the Free Interpreting Service for NGOs will apply to your use of TIS National Services in addition to these Terms and conditions for bookings and services and the Terms.

4.8. Service charges are shown in Australian dollars and include GST where applicable. 

4.9. We reserve the right to correct any errors published on the website.

5. Invoicing

5.1. You must pay us the relevant fees payable for the supply of interpreting services, subject to us delivering valid tax invoices to you for each calendar month.

5.2. Payment must be made within 28 days from the date of a correctly rendered tax invoice.

5.3. Invoices will be sent to the nominated e-billing email address or nominated mailing address. You will not be able to access or pay an invoice in TIS Online.

5.4. A tax invoice is valid if it contains the details as required by the A New Tax System (Goods and Services Tax) Act 1999 (Cth).