As a service provider, one of your responsibilities is to improve the experiences of participants from culturally and linguistically diverse (CALD) backgrounds. This can involve arranging interpreting services to help participants to have meaningful conversations in a language they are most comfortable using. This blog explains how you can arrange appropriate interpreting services for your participants.  

Interpreting services under the NDIS  

Translating and Interpreting Service (TIS) are in a partnership with the NDIS. Their services can be billed through the NDIA. TIS services are available to all registered providers and cover more than 160 languages. Services that can be utilised include:  

• immediate phone interpreting  

• pre-booked phone interpreting 

• onsite interpreting.  

What an interpreter cannot do  

The role of an interpreter is to interpret spoken words only.  

An interpreter cannot provide: 

• counselling services 

• advice regarding any form of support provision 

• advice about the NDIS. 

Participant rights and the provider’s responsibilities  

It is the provider’s responsibility to work in conjunction with the participant to determine whether an interpreter is required. In general, it is recommended that an onsite interpreter is utilised during:  

• planned meetings 

• conversations involving complex issues 

• situations when phone communication is not practical (e.g. areas with inconsistent reception).  

Phone interpreting services may be used for shorter and less complex discussions. 

The participant has the right to request a specific interpreter. For example, this could be a specific individual or an individual from a particular background or cultural group. 

The participant has the right to bring an English-speaking family member or carer to assist with interpreting. However, in general, the provider must also arrange formal interpreting services.  

The provider must also manage key risks relating to interpreting and translating services. This includes risks relating to: 

• conflicts of interest 

• loss of objectivity; and 

• privacy breaches. 

Registering for TIS services  

To access interpreting services that are funded under the NDIA, providers must register for a client code on the TIS website.

Providers that are not registered can use TIS National services. However, they will need to pay for the services directly.  

If you, as a provider, plan to support participants from CALD backgrounds, it is important to register for and have a plan around providing interpreting services. This will ensure that you can support your participant to the best of your ability and empower them to have important and meaningful conversations.  

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