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NDIA Interpreting FAQ

NDIS · INTERPRETING SERVICES

NDIA-Funded Interpreting via TIS National

The Translating and Interpreting Service (TIS National) provides interpreting services to registered NDIS providers for delivering and implementing supports in participants’ plans — at no cost to the provider or participant.

NDIA FAQ – Download PDF

This page is based on the NDIA FAQ document (developed in collaboration with the NDIS, December 2019). For the most current information, contact the NDIA directly.

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Overview Eligibility When it applies How to use it Special Cases

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NDIA TIS National FAQ

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What is TIS National and how does it work with the NDIS?

The Translating and Interpreting Service (TIS National) is a national service provided by the Australian Government’s Department of Home Affairs. It gives people who don’t speak English access to professional interpreters in more than 160 languages.

Through an arrangement between the NDIA and TIS National, registered NDIS providers can access funded interpreting services at no charge — to help participants implement their funded supports. Neither the participant nor the registered provider is billed for this service.

Registered NDIS providers must register with TIS National for a client code before they can access NDIA-funded interpreting.

Book an interpreter

Pre-book for scheduled appointments or call 131 450 for immediate, 24/7 operator-assisted phone interpreting.

Deliver the support

The interpreter assists during the appointment. No billing to the participant or registered provider — the NDIA covers the cost.

Covered

Connecting with a registered provider

Implementing plan supports

Meeting new staff (when related to supports)

Dealing with queries/issues related to funded supports

Pre-agreement meetings with prospective participants

Carers/parents where involvement enables plan implementation

Not covered

Pre-planning activities

Plan review preparation (unless directly tied to supports)

Document translation

Indigenous language interpreting

PITC / LAC / ECEI activities

Non-NDIS participants

Eligibility

Who can access NDIA-funded interpreting — and under what conditions.

Only NDIS registered providers are eligible to access funded interpreting services via TIS National — for the delivery and implementation of supports in participants’ plans.

Partners in the Community (PITC), including Local Area Coordinators (LAC) and Early Childhood Early Intervention (ECEI) Coordinators, are not eligible for funded interpreting under this arrangement. However, they can access TIS National services on a fee-for-service basis by registering online or contacting the TIS National Client Liaison Team on 1300 655 820.

When it applies

Which activities and stages of the NDIS journey are covered — and which aren’t.

How to use it

Booking interpreters, cancellation policies, specific requests, and what’s not included.

If a self-managed participant uses an NDIS registered provider for their funded supports, the service provider is responsible for booking the interpreter. Neither the participant nor the registered provider is charged for this service.

If the participant uses an unregistered provider, that provider is responsible for ensuring supports can be delivered in the participant’s preferred language — or the participant will need to arrange interpreting independently.

TIS National encourages clients to avoid requesting specific interpreters where possible, as this limits their ability to supply an interpreter (particularly for urgent requests) and may not result in the most highly credentialed interpreter available.

TIS National may agree to a specific interpreter request where the provider can demonstrate evidence of continuity of care. Requests must be made at least three days prior and must show that the specific interpreter is essential to quality and continuity of care — not simply preferred. Requests based on dialect preference or prior rapport alone will not be accepted.

Special cases

Edge cases — carers, Indigenous languages, Better Start programs, and on-site interpreting.

Yes. The arrangement is designed to assist participants by providing interpreter access to enable implementation of funded supports. Where a primary carer needs to understand the supports a registered provider is giving, interpreting services can be arranged through the NDIA-funded TIS National arrangement.

There will be cases where it is necessary for the parent or carer to understand what is happening during a session — this is covered.

No. TIS National does not provide interpreters for Indigenous languages.

The NDIA is considering how to source Indigenous language interpreters as part of its work on rural, remote, and Aboriginal and Torres Strait Islander communities. If a participant engaging with the NDIA requires an Indigenous language interpreter, the NDIA will seek to source one. Participants can contact their PITC to help identify appropriate service providers.

No. Your NDIS TIS National client code is only for use with NDIS participants for the delivery and implementation of supports in their plan. Using it for Better Start or HCWA clients is incorrect and may make you liable for the charges directly.

Use the appropriate TIS National client code for each funded program. You may already have a separate account for these programs — contact TIS National Client Liaison on 1300 655 820 to check.

The NDIA encourages on-site interpreting when an appointment may be lengthy, complex, requires specialist knowledge, or involves discussing documentation. Examples include physiotherapy or speech pathology appointments.

Pre-booking a telephone interpreter is recommended for languages where fewer interpreters are available (e.g. new and emerging languages), or when you require a specific time or start time.
For immediate needs, call TIS National’s 24/7 operator-assisted service on 131 450.

Key contacts

TIS National — Client Liaison

Phone

1300 655 820

tispromo@homeaffairs.gov.au

Immediate interpreting (24/7)

131 450

use for

Registering for a client code, booking interpreters, cancellations, specific interpreter requests

NDIA — Inclusion Strategies

Phone

1800 800 110

nclusion.strategies@ndis.gov.au

use for

Document translation requests, NDIS-specific interpreting enquiries, Indigenous language support queries

Mercy Connect

Phone

02 6043 3500

enquiries@mercyconnect.org.au

use for

Questions about accessing interpreting services for Mercy Connect-delivered supports, or to arrange interpreting for your first conversation with us

Mercy Connect — Central West

Phone

02 6360 2948

Level 1 Suite 2, 196 Lords Place, Orange  NSW 2800

use for

Questions about accessing interpreting services for Mercy Connect-delivered supports, or to arrange interpreting for your first conversation with us

Document currency note

This FAQ is based on the NDIA document published December 2019. Policies and arrangements may have changed. For the most current information, always contact the NDIA directly on 1800 800 110 or visit ndis.gov.au.

Also on the NDIS section

What is NDIS?

The basics — who it’s for, what it covers, and how to apply.

For Participants

Information for NDIS participants about their rights, plans, and supports.

For Families & Guardians

Guidance for family members and carers navigating the NDIS on behalf of a loved one.

Downloads & Policies

Price guides, policy documents, and participant resources all in one place.

Need an interpreter for your conversation with us?

Let us know when you get in touch and we’ll arrange interpreting through TIS National. No extra steps required on your end.

NDIA-Funded Interpreting via TIS National

What is TIS National and how does it work with the NDIS?

Eligibility

When it applies

How to use it

Special cases

Key contacts

Also on the NDIS section

Need an interpreter for your conversation with us?

Booking Summary

Summary

NDIA-Funded Interpreting via TIS National

What is TIS National and how does it work with the NDIS?

Eligibility

Do I need an NDIS plan to access Mercy Connect services?

Can non-registered (unregistered) providers use NDIA-funded interpreting?

Can providers access funded interpreting before a service agreement is signed?

Are there limits on how many times a participant can use interpreting services?

Is my client who is not an NDIS participant eligible for funded interpreting?

When it applies

Is funded interpreting available for pre-planning?

Is it available for ‘connecting’ with a provider?

Is it available for implementing the plan?

Is it available for meeting new staff?

Is it available for preparing for a plan review?

Is it available for dealing with queries, issues, or incidents?

How to use it

How does a registered provider access NDIA-funded interpreting via TIS National?

How do self-managed participants access funded interpreting?

What is the cancellation policy for NDIA-funded interpreting?

Can a provider request a specific interpreter?

Does TIS National provide document translation as part of this arrangement?

Can providers claim retrospectively for interpreting already paid for?

Special cases

Can a parent or carer of a participant (who doesn’t speak English) receive interpreting via this arrangement?

Are funded interpreting services available for Indigenous languages?

I have a client on a Better Start or Helping Children with Autism (HCWA) program. Can I use my NDIS TIS National client code?

What counts as a genuine need for an on-site interpreter?

Key contacts

Also on the NDIS section

Need an interpreter for your conversation with us?

Do I need an NDIS plan to access Mercy Connect services?

Can I access more than one Mercy Connect service?

What locations do you service?

How do I get started?

What if I have high support needs?

Can I switch to Mercy Connect from another provider?