Interpreting service charges

TIS National provides interpreting on a fee-for-service basis.

Calculate the cost of your booking

Estimate what a booking will cost using our cost calculator.

Should you require a quote for a booking, please contact the Client Liaison team.

Book an interpreter

On-site interpreters and telehealth jobs can be requested through the TIS Online automated on-site booking system.

Pre-booked phone interpreters can be requested through the online phone interpreter booking form.

Immediate phone interpreters can be requested by contacting TIS National on 131 450 and quoting your client code.

Booking requests will only be accepted up to 90 days in advance for both pre-booked phone and on-site interpreting jobs. The minimum booking times are 30 minutes for a pre-booked phone interpreter or 90 minutes for an on-site interpreter.

Cancellation Policy

Cancellation by Users

A reference to “You”, “Your” or “User” within this Cancellation Policy has the meaning provided in the general terms and conditions of use available at Terms and conditions of use | Translating and Interpreting Service (TIS National).

The policy and procedures set out below apply when You cancel an assignment.

Cancellations You make without sufficient notice will incur cancellation charges as set out below (“Cancellation Charges”). This allows TIS National to ensure the assigned interpreter does not suffer unreasonable financial loss if assignments are cancelled at short notice.

Immediate phone interpreting assignments commence as soon as the interpreter is connected. Cancellation after this point is not possible and standard service charges will apply.

Cancellation of assignments must be made in the following manner:

Pre-booked
phone assignments
On-site or telehealth assignments
booked on TIS Online

On-site assignments not
booked on TIS Online

In writing to tis.prebook@homeaffairs.gov.au, including the relevant job number

Through your TIS Online account In writing to tis@homeaffairs.gov.au, including the relevant job number

In exceptional circumstances such as when You do not have access to email or Your TIS Online account and an assignment is scheduled to start within 24 hours, You may cancel on-site or Telehealth assignments only by phoning TIS National on 1300 655 082 (during business hours) or 131 450 (outside business hours). However, subsequent notification in writing is still required.

Sufficient notice

When You cancel an assignment, the required notice period for the provision of ‘sufficient notice’ varies depending on the type of assignment, as set out below:

Type of assignment 1

Required minimum notice (sufficient notice)

Pre-booked Phone

24 hours before scheduled start time

Standard On-site or Telehealth (under 6.5 hours)

24 hours before scheduled start time

Full Day On-site or Telehealth (6.5 hours or more)

48 hours before scheduled start time

IMA Deployment

48 hours before scheduled start time

Extended Travel On-site

Assignments where the 48 hour mark prior to the scheduled start time falls within standard operating hours

48 hours before the scheduled start time

Assignments where the 48 hour mark prior to the scheduled start time falls outside standard operating hours2

By the most recent 4pm which is:

  • at least 48 hours before the scheduled start time

    AND

  • on a standard operating day2

1 View more information on the different types of assignments.
2 Standard operating hours and days are 8.30 am – 5 pm Monday – Friday (Australian Eastern Standard/Daylight Time), excluding public holidays in Melbourne.

Longer notice periods apply for Full Day and Extended Travel On-site Assignments and IMA Deployments in recognition of the longer periods interpreters must block out when accepting these assignments and the higher administrative costs for TIS National.

When calculating whether You have provided sufficient notice of cancellation, the determining factor is the time that TIS National receives notification. Where notice of cancellation meets the required minimum notice period, this is considered sufficient notice and no Cancellation Charges will apply.

For Extended Travel assignments and IMA deployments involving travel, the scheduled start time is the time that the interpreter leaves their place of residence. This will affect calculation of sufficient notice and may also affect calculation of any applicable Cancellation Charges.

Cancellation Charges

Where You provide insufficient notice of cancellation, applicable Cancellation Charges vary depending on the type of assignment, as set out below:

Type of assignment

Applicable cancellation charges

Pre-booked Phone

Cancellation Charges equivalent to the service charge for the full scheduled duration of the assignment

Standard On-site or Telehealth (under 6.5 hours)

Cancellation Charges equivalent to the service charge for the full scheduled duration of the assignment

Full Day On-site or Telehealth (6.5 hours or more)

Cancellation Charges equivalent to the service charge for any days of interpreting which were scheduled to have commenced within 48 hours from the time the assignment was cancelled (calculated in full-day blocks)

IMA Deployment

Cancellation Charges equivalent to the service charge for any days of interpreting which were scheduled to have commenced within 48 hours from the time the assignment was cancelled (calculated in full-day blocks and including applicable interpreter travel costs if travel has already commenced)

Extended Travel On-site

Charges for:

  • any days of interpreting or travel which have already occurred, plus
  • any days of interpreting or travel which were scheduled to have commenced on other relevant days1, plus
  • applicable interpreter travel costs and travel allowance (if travel has already commenced or if travel costs have already been incurred)

Cancellation Charges will be calculated as follows:

  • Relevant days where no interpreting or travel was scheduled to occur do not attract any cancellation charge.
  • For relevant days which were originally scheduled to include travel only, the cancellation charge will be:
    • where travel has occurred - the actual travel time, from the time the interpreter leaves their usual place of residence to the time they arrive at their hotel
    • where travel has not yet occurred - the expected travel time, as calculated by TIS National on the basis of available information.
  • For all other relevant days, the cancellation charge will be the greater of:
  • the applicable daily minimum, or
  • where such a day involves travel, the amount calculated from the scheduled start time for that day up until the time the interpreter arrives at their hotel (for the outbound journey) or usual place of residence (for the return journey).

1 ‘Relevant days’ are the day of cancellation and the following two days, plus any days of interpreting or travel which have already occurred.

Significant changes without sufficient notice

Unless You provide sufficient notice, TIS National is not able to accommodate significant changes to on-site, telehealth or pre-booked phone assignments. Changes to the following criteria are significant changes if they affect interpreter allocation:

  • requested language
  • assignment location
  • date or time of assignment
  • requested interpreter gender or credential level.

If You request to change the mode of interpreting (for example, from on-site to Telehealth), this is always a significant change. TIS National may also determine that other requests constitute a significant change where they have an impact on the original interpreter allocation.

If You request a significant change without sufficient notice, TIS National will treat this as a cancellation without sufficient notice. If You choose not to proceed with the assignment, Cancellation Charges will apply.

Cancellation provisions for TIS National interpreters

Cancellation fees payable to interpreters

If a User (client) or TIS National cancels an assignment without ‘sufficient notice’ as defined at Sufficient notice above, the assigned interpreter is entitled to a cancellation fee. The applicable cancellation fee varies depending on the type of assignment, as set out below:

Type of assignment

Applicable cancellation fee

Pre-booked Phone

Cancellation fee equivalent to the fee for the full scheduled duration of the assignment

Standard On-site or Telehealth (under 6.5 hours)

Cancellation fee equivalent to the fee for the full scheduled duration of the assignment

Full Day On-site or Telehealth (6.5 hours or more)

Cancellation fee equivalent to the fee for any days of interpreting which were scheduled to have commenced within 48 hours from the time the assignment was cancelled (calculated in full-day blocks)

IMA Deployment

Cancellation fee equivalent to the fee for any days of interpreting which were scheduled to have commenced within 48 hours from the time the assignment was cancelled (calculated in full-day blocks), plus incurred  travel costs if applicable

Extended Travel On-site

Cancellation fee for:

  • any days of interpreting or travel which have already occurred, plus
  • any days of interpreting or travel which were scheduled to have commenced on other relevant days1, plus
  • applicable travel costs and travel allowance (if travel has already commenced or if travel costs have already been incurred)

Cancellation fees will be calculated as follows:

  • Relevant days where no interpreting or travel was scheduled to occur do not attract any cancellation charge.
  • For relevant days which were originally scheduled to include travel only, the cancellation charge will be:
    • where travel has occurred - the actual travel time, from the time the interpreter leaves their usual place of residence to the time they arrive at their hotel
    • where travel has not yet occurred - the expected travel time, as calculated by TIS National on the basis of available information.
  • For all other relevant days, the cancellation charge will be the greater of:
  • the applicable daily minimum, or
  • where such a day involves travel, the amount calculated from the scheduled start time for that day up until the time the interpreter arrives at their hotel (for the outbound journey) or usual place of residence (for the return journey).

1 ‘Relevant days’ are the day of cancellation and the following two days, plus any days of interpreting or travel which have already occurred.

When calculating whether a User (client) has provided sufficient notice of cancellation, the determining factor is the time that TIS National receives notification, not the interpreter. Rarely, there may be short delays in passing notification onto interpreters. In most cases such delays are not expected to be more than five minutes, but delays of up to one hour may occur for cancellations of Extended Travel On-site and Pre-booked Phone Assignments, which must be processed manually. Accordingly, interpreters are not entitled to a cancellation fee as long as TIS National provides at least:

  • 47 hours notice of cancellation for Extended Travel On-site Assignments
  • 23 hours notice of cancellation for Pre-booked Phone Assignments.

If TIS National has made all reasonable efforts to notify the interpreter of a cancellation with sufficient notice but the interpreter cannot be contacted, the interpreter will be deemed to have been notified with sufficient notice and a cancellation fee will not be payable.