ITSNT interpreting services terms and conditions

These Terms and Conditions apply to ITSNT interpreting services only. By submitting a booking request, the requester agrees to these terms. A booking is not confirmed until ITSNT sends written confirmation.

Service scope

Bookings and confirmation

• Interpreter requests must be submitted through the ITSNT online booking form. Requests should be made as early as possible and, where possible, at least 2 weeks before the appointment.
• ITSNT has a minimum booking time of 2 hours. Requests for less than 2 hours may be confirmed for 2 hours.
• Interpreter availability is not guaranteed. The booking is confirmed only when ITSNT sends a confirmation email.
• Specific interpreters or gender preferences may be requested but cannot be guaranteed. If an interpreter of the requested gender is not available, ITSNT will contact you to discuss the available options before confirming the booking.
• Service requesters must not contact interpreters directly to arrange or discuss bookings unless ITSNT has authorised this.

Eligibility and fees

Free interpreting is generally available to Northern Territory Government (NTG) agencies and eligible not-for-profit community-based organisations to support access to essential government services for people with limited English proficiency. Free interpreting is usually limited to 2 hours per request.

Charges apply to services outside the free service scope, including Australian Government, local government, private, NDIS-related, specifically funded, private appointment, research or workshop requests.

Additional charges may also apply where a free booking exceeds its entitlement, for late cancellations or rescheduling, after-hours bookings, interpreter travel to Howard Springs or beyond, and required pre-reading.

ITSNT will advise you if your booking will incur a fee. For current interpreting fees and charges, see the ITSNT interpreting fees.

If you are unsure whether your booking is eligible for a free service, contact ITSNT before submitting your request.

Cancellations, rescheduling and changes

• Any change to the date, time, location, contact person or other booking arrangements must be advised to ITSNT as soon as possible and may affect interpreter availability.
• Cancellations and rescheduling must be provided to ITSNT in writing by email.
• No charge applies when more than 24 hours’ notice is given.
• With less than 24 hours’ notice, the applicable interpreting rate is charged for the full booked time.
• For Monday bookings and bookings outside business hours, notice must be received by 4:00pm on the previous business day.
• For multi-day bookings, late cancellation charges apply to Day 1 or, if the booking has already started, to the next 24 hours only.
• If a booking cannot proceed or must be cancelled because incorrect or incomplete information was provided in the booking request, such as the wrong language, location, date or time, it will be treated as a cancellation by the service requester and the applicable cancellation charges will apply.
• If the booking cannot proceed due to an error or oversight by ITSNT, the requester user will not be charged.

Travel and after-hours bookings

• After-hours rates apply before 6:00am or after 6:00pm Monday to Friday, and on Saturdays, Sundays and public holidays.
• Travel charges apply for bookings in Howard Springs or further away. If a booking in Howard Springs is longer than 2 hours, one hour of travel time is added to the booking to cover the interpreter’s travel. For locations beyond Howard Springs, additional travel time is added based on the distance travelled and charged at the applicable interpreting rate.

During the interpreting session

• The interpreter’s role is to accurately interpret what is said. Interpreters must remain impartial and confidential and must not be asked to provide advice, advocacy, case work, transport or other services outside the interpreting role.
• The service requester must manage the appointment and remain present throughout the interpreting session.
• The interpreter must not be left alone with the person requiring the interpreter or asked to accompany them to another area without the service requester or another appropriate staff member present.
• At the end of the session, the service requester must complete and sign the interpreter’s timesheet, including the actual finish time, any extension to the booking and any breaks.
• If the person requiring the interpreter is participating by phone or video call, the service requester must be present with the interpreter for the duration of the session.
• The interpreter must not be asked to attend another location alone to meet with the non-English-speaking person while the requesting organisation participates remotely.

TIS National

• TIS National is separate from ITSNT.
• For NTG agencies seeking ITSNT to cover the cost of a TIS National service, the request must first be submitted to ITSNT with at least 24 hours’ notice.
• If ITSNT cannot provide an interpreter, ITSNT will advise whether TIS National can be used and provide the relevant instructions.
• For TIS National bookings arranged through ITSNT, the usual 2-hour free service entitlement and the same cancellation and rescheduling conditions apply.

Feedback and complaints

Feedback can be provided immediately after the interpreting session. The interpreter will give the service requester a paper feedback form, which can be completed and returned, or feedback can be submitted online through the ITSNT interpreter feedback online form.

Feedback or complaints can also be emailed to itsnt@nt.gov.au. If providing feedback by email, please include the date and time of the session, the interpreter’s name if known, the booking reference or job number, and a brief description of the matter.

Contact ITSNT: itsnt@nt.gov.au