Yes. This information can be found in the TIS Online for agencies
section of our website as well as in the Help and Support section of the TIS Online portal.
No. Once created, a pre-booked telephone interpreting job cannot be changed to a video remote or on-site job or vice versa. If you need to change the service channel, either before or during a booking, cancel the existing booking and create a new booking for the desired service channel. Please note, the same interpreter may not be able to be allocated to the new booking. Please also note that the TIS National Cancellation applies when booking cancellations are made with insufficient notice, within 24 hours of the scheduled booking start time.
No. Once created, a video remote interpreting job cannot be changed to a pre-booked or on-site job or vice versa. If you need to change the service channel, either before or during a booking, cancel the existing booking and create a new booking for the desired service channel.
Please also note that the TIS National cancellation policy applies when booking cancellations are made with insufficient notice, within 24 hours of the scheduled booking start time.
Further information about cancellations can be found in the TIS National cancellation policy.
Please note, the same interpreter may not be able to be allocated to the new booking.
Yes. TIS Online allows you to easily cancel your bookings up until the scheduled completion time.
Further information about cancellations and what constitutes sufficient notice can be found in the TIS National cancellation policy.
Yes. You can make changes to your bookings in TIS Online up to 24 hours before the scheduled start time of the booking.
If you change the name of the non-English speaking client or the interpreter instructions, the booking will be updated immediately.
If you change the address, start or end time of the booking when it is already allocated to an interpreter, this may impact the interpreters’ ability to complete the job so the interpreter will need to re-accept the job.
No. TIS Online does not record financial information. TIS National invoices are issued by email using our eBilling system.
Yes. You can see your agency’s past bookings in TIS Online. This can be a useful function when reconciling your invoice.
Yes. If you are registered as the account administrator, you can view all past and future bookings for your agency in TIS Online. Additional agents will only be able to view the bookings they requested.
This can be a useful function when reconciling your invoice.
Yes. Agency administrators can invite other staff in your agency to use the same TIS Online account so you can manage all of your bookings centrally.
Yes. You can add multiple booking agents to a TIS Online account. Please contact your account administrator or TIS National’s Client Engagement Team.
Contact the Free Interpreting Service Team if you have a fee-free account.
Contact the Client Engagement Team for all other accounts.
Yes. Once a job has been completed, you can finalise the booking with TIS National through TIS Online. If you haven’t finalised a job in TIS Online within 7 days after the booking took place, it will be escalated to a TIS National staff member to resolve.
No action is needed to finalise pre-booked phone jobs as the end time is automatically captured.
Yes. Your TIS Online account is linked to your TIS National client code which enables you to access our other interpreting services, including phone interpreting. To access TIS Online and make interpreter bookings, you must be registered as an agent in the TIS Online booking system and know your unique username and password in order to proceed.
Your agency’s TIS National account administrator can add new agents to the account, or alternatively you can contact TIS National’s Client Engagement Team at firstname.lastname@example.org with your request.
Yes. While all bookings can be finalised directly through TIS Online, for on-site appointments only it’s still important you sign the interpreter’s SDF so that in case a dispute arises, we can refer to the SDF to verify the appointment details. Video remote SDF’s are digital only and do not require your signature.
Yes. Interpreters use TIS Online to accept all of their on-site, pre-booked phone and video remote interpreting work through TIS National. As interpreters also have the ability to use TIS Online, the time it takes to allocate an interpreter to your request should reduce significantly when you use TIS Online.
Yes. TIS Online automatically logs you out after 20 minutes of inactivity to ensure no one else can access your account if using your computer or device.
Yes. TIS Online automatically notifies you by email (and SMS if you’ve nominated a mobile contact number) when an interpreter has been assigned to one of your bookings.
TIS Online will also notify you immediately if the interpreter can no longer attend the appointment or we assign a new interpreter to the booking.
Yes. TIS Online works on most internet-enabled mobile devices, so you can manage your bookings wherever and whenever it’s most convenient for you. We recommend that you regularly update the software on your mobile device to make sure TIS Online works most effectively.
New booking requests are automatically posted out to all interpreters who meet the job requirements, to self-nominate for the job. Job requirements include:
- the language they interpret in
- their National Accreditation Authority for Translators and Interpreters (NAATI) credential level
- their location (only for on-site or if there are stated based requirements e.g. working with children’s check)
- their availability
- other criteria you have requested, such as gender, working with Children’s check, NDIS Worker Screening check etc.
You can contact the Service Delivery Team if you need assistance relating to an existing booking in TIS Online. The team is available during standard business hours. For urgent enquiries outside of these hours, please call the TIS National contact centre on 131 450.
For assistance with how to get set up in TIS Online, please refer to our website or contact a Client Engagement account manager for more information.
TIS National is the language service provider in the Department of Home Affairs. The Global Feedback Unit (GFU) is the central point for receiving all departmental feedback, including services provided by TIS National.
In TIS National, we value feedback from our clients, as it helps us to improve our work and enhances the quality of interpreting services that we deliver to government, business and communities, through the provision of credentialed, cost-effective and secure language services.
TIS National clients with limited or no English language skills can submit feedback about TIS National services online or via telephone. To give feedback online, please access the Department’s Compliments, complaints and suggestions. If you require an interpreter, please call TIS National on 131 450 and tell the operator you would like to give feedback about TIS National. Our operators will document your feedback and refer it to the relevant team in TIS National for action.
TIS National agency clients must have an active TIS National client code and login details to access pre-booked telephone interpreting services. To register a client code, complete the online registration form located on the TIS National website. Once you have registered an account for your agency, TIS National will provide you with a client code for access to our services.
To pre-book a phone interpreter once you have a client code, you must be registered as an agent with a unique username and password. If you do not currently have a password to log in to TIS Online, please contact your account administrator or contact TIS National’s Client Engagement Team at email@example.com to arrange access.
If you have forgotten or lost your login credentials, please contact TIS National with your client code.
Contact the Free Interpreting Service Team, if you have a fee-free account.
Contact the Client Engagement Team for all other accounts.
TIS National agency clients must have an active TIS National client code and login details to access video remote interpreting services. To register a client code, complete the online registration form located on the TIS National website. Once you have registered an account for your agency, TIS National will provide you with a client code for access to our services.
To submit a video remote interpreting booking once you have a client code, you must be registered as an agent with a unique username and password. If you do not currently have a password to log in to TIS Online, please contact your account administrator or email TIS National’s Client Engagement Team at firstname.lastname@example.org to arrange access.
- For general or account enquiries
please contact the Free Interpreting Service Team if you have a fee-free account.
For all other accounts, please contact the Client Engagement Team.
- For existing pre-booked telephone bookings
please contact the Service Delivery Team.
You can make requests up to 90 days in advance of an appointment.
As jobs requested in TIS Online are automatically posted out to all interpreters who meet the job requirements rather than manually calling individual interpreters, the time it takes to allocate an interpreter to your request should reduce significantly when you use TIS Online.
The lead time to find an interpreter for your booking will vary for each job, however we anticipate most booking requests will be accepted by an interpreter within a day, if not within a matter of hours.
There are no additional fees to register an account with TIS National or use TIS Online.
For current service charges please contact the TIS National Client Engagement Team at email@example.com. A cost calculator is also available via the TIS National website to assist calculate the cost of your booking.
All interpreting booking requests must be made, wherever possible, with at least one week’s prior notice, using the designated online booking form in TIS Online.
In some instances, TIS National can provide a single client code for a medical practice. Please call TIS National to discuss your medical practice’s needs on 1300 575 847.
Yes. If the interpreter does not attend the appointment, you can submit a dispute of the booking easily in TIS Online. These will be escalated to a TIS National staff member to follow up.
No. At this stage you need to access TIS Online using an internet browser, however it may be useful to bookmark TIS Online onto the home screen of your mobile device for easy access.
For pre-booked phone bookings, if the call gets disconnected, you can call back any time within the pre-booked job timeframe and quote the same job number to be reconnected to the interpreter.
TIS Online allows you to log into your personal account to:
- make new on-site, pre-book phone and video remote interpreter bookings
- view and update your existing on-site, pre-book phone and video remote interpreter bookings
- finalise or dispute completed on-site, pre-book phone and video remote interpreter bookings
- update your details and invite other staff (if administrator) in your organisation to use the account
- receive notifications by email and SMS as the status of your bookings change.
TIS Online sends you notifications when:
your account is updated
you create a new booking request
an interpreter has been assigned to a booking
an interpreter assigned to a booking can no longer attend
a booking has been changed
a booking is cancelled
a booking is ready to be finalised
a booking is varied or disputed.
You can create a new on-site interpreter booking request on TIS Online any time up until 24 hours before the appointment start time. If you need to request an on-site interpreter with less than 24 hours’ notice before the appointment start time, please contact the Service Delivery Team.
The minimum booking time for a video remote interpreting service is 30 minutes.
The minimum booking time for pre-booked telephone interpreting is 30 minutes.
TIS Online is an automated booking tool which allows agency clients and interpreters to request and manage their TIS National on-site interpreter bookings online.
TIS Online allows you to request an interpreter in any language TIS National provides interpreting services in. You can see the full list of languages
available through TIS National when you create a new booking request in TIS Online.
If no available interpreter can be found, the booking will be cancelled and you will receive a notification. If a booking has been submitted with more than one week’s notice, TIS National will generally aim to provide the notice of cancellation for any unfilled bookings, three days before the scheduled start time of the booking. If a booking has been submitted with less than one week’s notice, TIS National will aim to provide the notice of cancellation for any unfilled bookings, as soon as practicable.
An account administrator can be one or more people within your agency responsible for managing your agency’s TIS Online account. Account administrators have access to more functionality in TIS Online and can view and change any of the bookings. Administrators are able to add or remove agents on the account.
Account users are people within your agency who have been invited to access your agency’s account by an account administrator. Account agents can request and manage interpreter bookings in TIS Online, but do not have access to the full range of TIS Online functions as an account administrator.
TIS Online is available 24 hours a day, every day of the year, so you can use it whenever it’s convenient for you.
The agency client that submits the video remote booking request is responsible for ensuring that technical support is provided and that all meeting details provided in the booking are accurate and up to date. This includes the selection of the video conferencing platform, set-up of access codes and acquiring/supplying hyperlinks.
TIS National is unable to provide any technical support to resolve connectivity or third party platform issues experienced by an agency client.
Connectivity issues may occur from time to time. If your booking is significantly interrupted, please dispute the booking through the TIS Online portal after the scheduled end time and TIS National will review each dispute on a case-by-case basis. If the interpreter does not join the meeting or they are having technical issues that cannot be resolved, phone the Service Delivery Team on 1300 655 082.
Yes. TIS Online always offers bookings to the highest credentialed interpreters first. Your booking will only be offered to lower credentialed interpreters when no higher credentialed interpreters have accepted it.
In your request, if you select that you would only like an interpreter who hold a particular credential level (or above), your booking will be offered exclusively to interpreters holding these credentials.
TIS Online has been designed for both PC and Apple-based operating systems and has been optimised for recent internet browsers. To ensure TIS Online renders most effectively, we recommend you regularly update your internet browser.
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