Free Interpreting Service
NGO category Frequently Asked Questions
What is the Free Interpreting Service?
The Department of Social Services (DSS) provides free interpreting services to approved groups and
individuals, through the Translating and Interpreting Service (TIS National), to assist communication
with non-English speaking Australian citizens and permanent residents.
Some of the approved groups and individuals include doctors, pharmacies who dispense medicine
under the Pharmaceutical Benefits Scheme (PBS) and incorporated, not-for-profit, non-government,
community-based organisations delivering casework and emergency services (where the org anisation
does not receive substantial government funding to do so). These community based organisations are
considered to be the non-government organisation (NGO) category.
The full list of approved groups and individuals is available on the Fre e Interpreting Service webpage
available on the DSS website (www.dss.gov.au/ngo-definitions).
What are the eligibility criteria for the NGO category?
Incorporated, not-for-profit, community-based organisations that deliver casework and emergency
services (which are not substantially government funded) to Australian citizens and permanent
residents may be eligible.
Who are Australian citizens and permanent residents?
Australian citizenship is generally obtained through being born in Australia to Australian citizen parents
or permanent resident parents, or when a person applies for and is accepted for citizenship (eg through
descent, adoption or conferral).
Further information is available on the Citizenship website (www.citizenship.gov.au).
Permanent residents are non-Australian citizens who hold a permanent visa. A permanent visa is
defined in Section 30(1) of the Migration Act as:
30 (1) A visa to remain in Australia (whether also a visa to travel to and enter Australia) may be a visa,
to be known as a permanent visa, to remain indefinitely.
Further information on specific visa subclasses is available on the Department of Immigration and
Border Protection's visa listing webpage (http://www.border.gov.au/Trav/Visa-1/Visa-listing).
Temporary residents such as tourists, overseas students, bridging visa holders awaiting the outcome of
their visa applications, and skilled visa holders on temporary visas are not eligible for the ser vice as
they are not permanent residents of Australia.
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Your organisation may also wish to register with the Department of Immigration and Border Protection's
Visa Entitlement Verification Online (VEVO) system available on the VEVO webpage
(http://www.border.gov.au/vevo). The VEVO system allows visa holders and registered Australian
organisations to check an individual's visa details and entitlements. This will tell you whether or not a
visa holder is a permanent resident.
What type of casework and emergency services can the Free
Interpreting Service NGO category support?
Casework and emergency services are defined as activities that are essential to econom ic and social
participation in the Australian community (providing they are not listed as an ineligible activity),
including services that manage issues arising from health conditions, housing, employment,
personal/familial safety, and financial crisis. More information is available on the DSS website
(www.dss.gov.au/ngo-definitions).
Eligible services include:
 information, referral, support and advice for people with chronic disease, acute health conditions
and/or disability
 services that facilitate community engagement including the provision of referrals to other service
agencies (such as health, housing, legal, employment or education), mentoring programmes and
respite care
 crisis intervention services in circumstances such as domestic violence, homelessness,
unemployment, severe financial difficulties, legal matters (including provision of ongoing legal
services).
Your organisation may apply for the DSS’ Free Interpreting Service to support any one of these eligible
services, providing the services do not receive substantial government funding.
Ineligible activities and services include:
 clinical medical services, including allied health services
 political and media advocacy/lobbying
 recreational activities/programmes
 vocational training
 immigration advice
 child care services.
What documents do I need to provide to support my application
for access to the Free Interpreting Service NGO category?
In addition to completing the application form you will be asked to attach relevant financial evidence to
demonstrate the level of government funding you receive for the particular casework and/or emergency
service programme or activity, which the Free Interpreting Service will support. This can be in the form
of financial statements, annual reports, or funding agreements/contracts. Further information is detailed
on the application form, available on the TIS National website (www.tisnational.gov.au).
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What are my organisation's obligations when using the Free
Interpreting Service under the NGO category?
Terms and conditions apply to all TIS National client codes under the Free Interpreting Service NGO
category. Clauses 4 and 11 of the terms and conditions do not apply to codes issued under the NGO
category before 1 August 2013.
The terms and conditions are available on the TIS National webiste
(https://www.tisnational.gov.au/Agencies/Charges-and-free-services/Terms-and-conditions-of-the-FreeInterpreting-Service-for-non-government-organisations).
Can my organisation access both phone and on-site interpreting
services through the Free Interpreting Service?
Yes, eligible organisations can access phone and on-site interpreting services to support approved
casework and emergency service activities, free of charge.
Where possible, the Department of Social Services encourages the use of phone interpreting. Some of
the advantages of phone interpreting include:
 an increased pool of available interpreters
 cost effectiveness
 immediate assistance is generally available (for unscheduled appointments or emergencies)
 increased confidentiality and privacy, particularly in smaller communities.
On-site interpreting could be considered in instances where communication involves:
 group meetings
 situations where, for practical reasons, phone interpreting is not appropriate .
Organisations should use their discretion to decide whether a phone or on-site interpreter is
appropriate. Phone interpreting should be considered in the first instance, unless there is good reason
why an on-site interpreter is required.
The provision of on-site interpreting services is dependent on interpreter availability and services can
be difficult to secure in rural and remote areas.
TIS National makes every effort to supply interpreters as requested, however there may be occasions
when on-site interpreting services cannot be supplied and the use of phone interpreting should be
considered.
Do I need to pre-book an interpreter?
You do not need to pre-book a phone interpreter but you can if you want to.
You can contact TIS National for immediate phone interpreting services by following these three easy
steps:
 call TIS National on 131 450
 quote your TIS National client code and your agency's name/address
 indicate the language required.
You must pre-book an on-site interpreter.
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How do I pre-book a phone or on-site interpreter?
Pre-booking an interpreter ensures any special requirements are catered for and the services of the
highest NAATI credentialed interpreter are secured for the time you nominate. This may be important if
your appointment is likely to be of long duration, in a new or emerging language, or in a high-demand
language. You can pre-book phone or on-site interpreters online on the TIS National website
(www.tisnational.gov.au).
How far in advance do I need to pre-book?
You can place a booking for an on-site or phone interpreter up to three months in advance.
Cancellations must be made in writing at least 24 hours prior to the appointment or the cost of the
full appointment will be charged to DSS. Please ensure you make cancellations at least 24 hours prior
to the appointment to avoid this unnecessary cost.
What if I need to cancel my booked interpreter?
Booking cancellations for on-site and pre-booked phone interpreting must be made in writing to TIS
National at least 24 hours prior to the appointment or the DSS will incur a fee for the booking.
If you need to cancel an on-site interpreter booking, notice of the cancellation must be sent to the TIS
National On-site booking team at tis@border.gov.au. If you need to cancel a pre-booked phone
interpreter booking, notice of the cancellation must be sent to the TIS National Pre-booked phone
booking team at tis.prebook@border.gov.au.
Can I receive on-site interpreting services outside business
hours? For example: after-hours group information sessions?
No, on-site interpreting services are only available free of charge during business hours, Monday to
Friday, 8am to 6pm. Phone interpreting services are available seven days a week, 24 hours a day.
What are the new initiatives under the NGO category?
From 1 August 2013, a number of new initiatives were implemented to streamline administration of the
NGO category, including:
 Organisations approved access to the NGO category after 1 August 2013 now have access to the
service for a maximum of three years.
 New terms and conditions that define the rights and responsibilities of organisations using the
service now apply.
 Detailed information on eligibility criteria for accessing the service is now available.
 A new online application form is now available to make it easier for NGOs to apply.
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What happens when my organisation's access to the Free
Interpreting Service reaches the expiry date?
TIS National client codes granted under the Department of Social Services’ Free Interpreting Service
NGO category on or after 1 August 2013 are valid for up to a maximum of three years.
Your organisation will receive written notifications approximately six and three months prior to your TIS
National client code ceasing. You will need to reapply for access to the Free Interpreting Service before
the expiry date to ensure you continue to be eligible for the service.
To re-apply your organisation will need to submit an application form for the Free Interpreting Service,
available on the TIS National website (https://www.tisnational.gov.au/Agencies/Forms-foragencies/Application-for-exemption-from-TIS-National-charges).
If an organisation does not reapply before the expiry date, their code will be transferred to a commercial
(user pays) account.
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