When your English is not strong enough: interpreters and language support from agencies

One of the least-known things for newcomers to Australia is this: you do not have to speak English yourself when dealing with most Australian government agencies. There is a free interpreting service available to you — and many people never use it simply because they do not know it exists.

What is TIS National?

TIS National (Translating and Interpreting Service) is a phone interpreting service funded by the Australian Government. TIS provides professional interpreters in more than 150 languages, including many community languages.

This service is free for:

• People who need to communicate with a government agency that takes part in the TIS program
• Health, emergency and community services

Many large government agencies — Services Australia (Centrelink, Medicare), the ATO, and state agencies that also have arrangements with TIS — can connect an interpreter during the call itself.

How to use it when you phone an agency

When you call a government agency and do not speak English well:

1. Say the name of your language — for example, your community language by name
2. Many agencies will automatically connect or arrange an interpreter through TIS
3. Or you can call TIS National directly first, then ask them to connect you to the agency you need

If the staff member does not understand your request, just repeat: “I need an interpreter.”

How to arrange an interpreter for an in-person visit

Many agencies allow you to book an appointment with an interpreter present. When you book — by phone or online — let them know you need language support. The agency will arrange an interpreter by phone, or sometimes in person.

Booking an appointment with an interpreter needs notice in advance — do not just turn up and expect an interpreter to be available straight away.

When to use it instead of asking a relative

Many people ask their children or friends to interpret when dealing with paperwork. This works for many everyday tasks. However, for more important matters — Centrelink, health, legal — you should use a professional interpreter because:

• More accurate: interpreters are trained in specialist terminology
• No burden on family: it avoids putting children in the position of having to deal with complex information
• More confidential: your financial, medical or legal information does not need to be shared with a relative

Interpreters at hospitals and in emergencies

Hospitals and public health services in Australia have a duty to provide an interpreter when needed. In an emergency, tell the medical staff: “I need an interpreter.” They will arrange one — at no cost to you.

Which services are not free?

Not every organisation takes part in the TIS program. Private services (lawyers, accountants, banks) usually do not include free interpreting. In those cases, you can find a NAATI interpreter yourself, for a fee.

Note: The availability and details of interpreting services can change depending on the agency and the time. This article provides general information — check directly with the agency you need to contact to confirm the service they provide.