DSS Free Interpreting Service
Real Estate Agencies Pilot
Frequently Asked Questions
Please find below some common questions about the Department of Social Services'
Free Interpreting Service - Real Estate Agencies Pilot.
What is the Real Estate Agencies Pilot?
The Real Estate Agencies Pilot provides free phone interpreting services, through the
Translating and Interpreting Service (TIS National), to licensed real estate agencies
operating in eligible areas of new settlement. The free service can be used when
real estate agents are communicating with non-English speaking Australian citizens and
permanent residents about private residential property matters (rentals or s ales). The pilot
is due to expire on 30 June 2016.
What are eligible areas of new settlement?
Eligible areas of new settlement have been defined using information from the
Department of Social Services' 'Settlement Database' which tracks the location of ne w
permanent migrants (including humanitarian entrants) to Australia.
Eligible areas of new settlement are found in all capital cities, major regional cities and
some rural localities. More information on eligible areas of new settlement, including
specific locations, is available at the TIS National website 1.
How do eligible real estate agencies register for the Real Estate
Agencies Pilot?
Eligible licensed real estate agencies can self-register for the Real Estate Agencies Pilot
by completing a simple online client registration form 2 available on the TIS National
website3. Once registered, your agency will receive a unique client code that allows
access to free phone interpreting services through TIS National until 30 June 2016.
What real estate agencies are participating in the pilot?
A list of real estate agencies participating in the pilot 4 is published on the TIS National
website5.
1
https://www.tisnational.gov.au/Agencies/Charges-and-free-services/About-the-Free-Interpreting-Service/Real-estate-pilot-eligiblepost-codes
2
https://tisonline.tisnational.gov.au/RegisterAgency
3
https://www.tisnational.gov.au/
4
https://www.tisnational.gov.au/Non-English-speakers/Help-using-TIS-National-services/Agencies-and-businesses-using-TISNational-interpreters/Real-estate-agencies-registered-with-TIS-National
How do registered real estate agencies access a TIS National phone
interpreter?
To access an interpreter through TIS National, follow these three easy steps:

call TIS National on 131 450

supply your unique TIS National client code and agency name to the contact centre
operator

provide the client's language and name (you can keep this confidential if you prefer).
The TIS National contact centre operator will then connect you to an interpreter in your
client's language. If you are calling from an ordinary phone, speak to the interpreter and
then hand the phone to your client. If you have access to a phone with speaker-phone, we
recommend you use this to enable free-flowing communication between all parties.
Free phone interpreting services are available 24 hours a day, every day of the year, for
the cost of a local call (from land lines).
TIS National has over 2600 contracted interpreters across Australia providing interpreting
in over 160 languages and dialects.
For more hints and tips on using an interpreter, please refer to the 'Working with TIS
National Interpreters'6 page on the TIS National website 7.
For queries about the Free Interpreting Services, contact the TIS National Language
policy liaison team on 1300 575 847 or email tis.lpl@border.gov.au.
My real estate agency is already participating in the Real Estate
Agencies Pilot. Is my agency required to re-register due to the pilot
being further expanded?
No. Real estate agencies that have registered or participated in the pilot to date do not
need to re-register for the expanded pilot. You will continue to have access to free phone
interpreting services through TIS National.
If you are unable to locate your agency’s unique TIS National client code for the Free
Interpreting Service, please contact TIS National Language policy liaison on
1300 575 847 or email tis.lpl@iborder.gov.au and they will provide this code to you.
Where can I get more information?
Detailed information about the Real Estate Agencies Pilot is available on the
Department of Social Services website8. If you have any questions or need more
information please contact TIS National Language policy liaison on 1300 575 847 or email
tis.lpl@border.gov.au.
5
www.tisnational.gov.au
https://www.tisnational.gov.au/Agencies/Help-using-TIS-National-services/Working-with-TIS-National-interpreters
7
https://www.tisnational.gov.au/
8
https://www.dss.gov.au/our-responsibilities/settlement-and-multicultural-affairs/programs-policy/settle-in-australia/help-withenglish/free-interpreting-service/free-phone-interpreting-services-for-real-estate-agencies
6