Translating and Interpreting Services

Translating and Interpreting Services enable a conversation between two or more parties that communicate using different languages.

And it’s a critical service – The most recent Australian census revealed that Australians were born in almost 200 different countries and speak more than 300 languages!

How much does it cost for consumers?

For consumers, the Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Home Affairs for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients.

The majority of TIS National services are free to non-English speakers.

Generally, the organisation that is being contacted will accept the charges for the service.

What’s the difference between Translating and Interpreting services?

Whilst similar, the distinction between the two is interpreting consists of relaying information between two or more parties verbally and translation services typically refer to converting languages into other languages through written text.

How much does it cost for businesses?

There are a number of groups that can access the Free Interpreting Service to provide services to anyone in Australia who is eligible for Medicare:

Medical practitioners
Pharmacies
Non-government organisations
Real estate agencies
Local government authorities
Trade unions
Parliamentarians

For organisations and businesses not part of the above, the TIS has a fee schedule that typically charges in 15-minute intervals.

View the TIS service calculator >

There are also a number of private operators that provide Translating and Interpreting Services so it can pay to look around!

How do you find good interpreters?

The Australian Institute of Interpreters and Translators (AUSIT) is the national association for the translating and interpreting profession.

Their members are required to adhere to a strict Code of Ethics that in summary, requires their members to:

maintain professional detachment, impartiality, objectivity and confidentiality
strive for excellence through continuous regular professional development
decline work beyond their competence
promote working conditions, relationships and an understanding of roles that facilitate collaboration and quality service delivery
adhere to dispute resolution procedures

They also provide a directory so you can search for qualified service providers. Search the directory >

Search more Glossary Terms >

CX Roundtables - Upcoming Guest

Live and interactive sessions for customer experience professionals in Australia.

Upcoming CX Roundtable - Amanda MacMillan

Contact Centre Manager Roundtables - Upcoming Guest

Live and interactive sessions for contact centre professionals in Australia.

DRAFT Upcoming Contact Centre Roundtable Kerryn McKinlay

Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST

The Members Symposium sessions are only available to ACXPA Members!

ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.

Discover which membership is right for you >

Preview of upcoming Symposium Sessions:

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)

ACXPA National Advisory Board Member Simon Blair

Tips to Boost Engagement on Calls

Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.

In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.

Presented by Simon Blair, General Manager Quality Insights, ACXPA

More sessions announced soon!

(If you're interested in speaking at one of our events, click here to learn more >)