ITSNT terms and conditions

Before you request the translation services from Interpreting and Translating Service NT (ITSNT), read the terms and conditions below.

Service limitation and use of translations

ITSNT only provides translation services and affidavits. ITSNT does not offer advice on the type of document required, such as whether a full or extract translation is needed for a visa application.

Customers are responsible for ensuring that the requested turnaround time meets the requirements of the receiving organisation or authority. ITSNT is not responsible for missed deadlines imposed by third parties.

Translator availability

All services are subject to translator availability. If ITSNT is unable to allocate an appropriate translator, the customer will be contacted as soon as possible to discuss available options.

Refusal of service

ITSNT reserves the right to decline translation requests where:

• the document is illegible or incomplete
• the requested language is not available
• the content is offensive, unlawful, or outside the scope of the service

ITSNT will notify the customer as soon as possible if a request cannot be processed.

Turnaround times

If the requested turnaround time cannot be met due to document length, language or translator availability, ITSNT will advise the customer of any change to the expected delivery time.

Urgent requests - 24 or 48 hrs

Urgent requests are available for documents received by ITSNT before 4pm ACST, Monday to Friday.

Documents submitted after this time, on weekends or public holidays, will be processed from the next business day.

Urgent requests are subject to translator availability, language and document volume.

Affidavits

Affidavits are available only for standard turnaround services and cannot be provided for urgent translations.

Responsibility for content

ITSNT does not verify the authenticity, legality or accuracy of the original document provided by the customer.

Documents completeness and legibility

Customers must ensure that the full and final version of the document is submitted for translation. Documents submitted for translation must be clear and legible. If a document is unclear or incomplete, ITSNT may request a better copy before translation work begins.

ITSNT is not responsible for omissions in the translation if pages or sections of the original document were not provided at the time the request was submitted.

Documents for translation should preferably be submitted in PDF, Word or image format. ITSNT may not be able to process files that are password-protected, corrupted or in unsupported formats.

Alterations and changes to source documents

If the document submitted for translation contains visible alterations, these will be reflected in the translation.

If the customer submits a revised version of the document after the translation has commenced, the translation may need to be restarted and additional fees may apply.

Corrections to translations

Corrections relating to translation errors or omissions will be made free of charge within 3 months of receiving the translation.

Requests for corrections must be sent to itsnt@nt.gov.au.

Certification and letterhead

Translations will be completed by a NAATI certified translator and will include the appropriate certification statement.

Translations are usually provided using the standard Northern Territory Government template.

ITSNT is not responsible for replicating complex formatting, graphic layouts or exact desktop publishing of the original source document.

Any requests for specialised formatting must be explicitly stated at the time of the request, are subject to agreement and may incur additional fees.

Delivery of translations

Translations are normally provided electronically by email. Printed copies may be available on request and when clients pay at the office.

Payment methods

Government agencies and business clients will be issued an invoice, payable within the agreed payment terms.

Private clients can make payment in person using EFTPOS or online via the payment link provided. Cash payments and bank transfers are not accepted.

Customers outside Australia

Customers located outside Australia will receive a secure payment link after the request has been received. Translation work will begin once payment has been completed.

Cancellation policy

When translations have been paid in advance, cancellation fees may apply depending on the notice provided by the customer. Cancellation fees will be deducted from any prepayment made.

For urgent translations, no refund will be provided once the request has been confirmed.

For translations with a five-business-day turnaround, the following cancellation fees apply:

• within the first 24 hours: 80% of the total charge
• after 2 to 5 business days: 100% of the total charge.

Fee exemptions

A service fee exemption may be available for permanent residents of Australia who hold a Centrelink Health Care Card or a Humanitarian visa.

To assess your eligibility, contact ITSNT by phone 08 8999 8506 or email itsnt@nt.gov.au.

High risk and community translation projects

For translations in high-risk contexts (like legal, medical or public-facing content) and for community translation projects, ITSNT recommends additional quality assurance to ensure the translation is accurate and fit for purpose.

This includes following the workflow developed by Federation of Ethnic Communities Councils of Australia (FECCA), which involves both translation and independent revision. For more information, see the FECCA translating documents for community use PDF.

While clients may choose to implement one or both steps, applying both is considered best practice to support accuracy, clarity and cultural appropriateness.

Where clients choose not to implement recommended quality assurance processes, ITSNT is not responsible for any issues arising from the suitability of the translation for its intended use.

Public and community facing translations

For translations intended for public communication, including multi language and community-facing content, additional quality assurance steps may be required to ensure the message is accurate, clear and appropriate for the target audience, as outlined by the Australian Institute of Interpreters and Translators (AUSIT) and FECCA.

For more information, go to the AUSIT website.

Such steps may include:

• engaging a second translator to check or edit the translation
• proofreading of the final version prior to printing or publication
• consultation with native speakers from the relevant community
• testing draft translations with a sample of the target audience to assess readability, accuracy, clarity and cultural appropriateness.

Unless explicitly agreed in writing, these steps are not included as part of standard translation services.

Where clients choose not to implement these steps, or implement alternative processes, ITSNT does not accept responsibility for the suitability of the translation for its intended audience.

Responsibility for determining the appropriateness of the translation remains with the client.

Confidentiality

ITSNT treats all documents submitted for translation as confidential. Documents are shared only with ITSNT staff and authorised NAATI-certified translators bound by the AUSIT Code of Ethics, strictly for the purpose of completing the translation request.