Private medical practitioners can access the Free Interpreting Service to provide Medicare rebateable services to anyone in Australia who has a Medicare card.
Medical practitioners use credentialed interpreters to communicate complex or technical information to patients with limited or no English language proficiency. This can help to ensure accuracy of communication, reduce confusion, save time, and protect practitioners from professional risk. It is particularly important when:
- seeking informed consent
- in a crisis
- dealing with complexity
- assessing patient competence.
Eligibility
Under the Free Interpreting Service, private medical practitioners are defined as general practitioners, nurse practitioners and approved medical specialists.
Private medical practitioners are eligible to access the Free Interpreting Service when delivering services that are:
- Medicare rebateable
- delivered in private practice
- provided to anyone in Australia who has a Medicare card.
Practice support staff who are working with a private medical practitioner registered with TIS National can also access the service using the same client code.
The Free Interpreting Service can be used for delivering health services, including but not limited to:
- arranging appointment times
- undertaking health consultations
- developing health plans
- providing medical test results.
The Free Interpreting Service cannot be used for:
- allied health services
- patients who do not hold a Medicare card
- state funded public health services, such as services provided in hospitals.
Doctors Priority Line
The Doctors Priority Line provides priority access to TIS National, for people working in private medical practices. For more information on the Doctors Priority Line contact TIS National on 1300 575 847.
Register for a client code
Each practitioner will need a unique client code to access the service.
To register for a client code, complete the online client registration form on the TIS National website, or allow a few extra minutes the first time you use the service.
You can also register by contacting TIS National on 1300 575 847.
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Pharmacies can access the Free Interpreting Service to provide community pharmacy services.
Pharmacies dispense medications that can be dangerous if taken incorrectly and information about medications can be complex. It is essential that people can communicate effectively with staff in pharmacies about the medications they are taking, how to take them correctly and any risks or side effects that may be associated.
Many people also seek general health information and advice from pharmacies as trusted professionals. It is important that the information provided is clearly understood.
Pharmacies use credentialed interpreters to communicate with people who may have limited or no English proficiency. Using interpreters can also protect pharmacists from professional risk.
Eligibility
Pharmacists and other staff working in pharmacies are eligible for the Free Interpreting Service if:
- the pharmacy has a PBS approval number OR a pharmacist is registered with AHPRA
- they are working in a community setting (hospital pharmacies should refer to their hospital's interpreting policy)
- the client is entitled to Medicare.
Pharmacies can use the Free Interpreting Service to dispense medication, provide general advice and deliver other general pharmacy services, including but not limited to:
- screening and risk assessment
- immunisation
- wound care
- smoking cessation
- opioid substitution therapy
- providing leave certificates.
The Free Interpreting Service can also be used for programs delivered under the 6th Community Pharmacy Agreement. This includes:
- Medication Management Programs
- Home Medicine Reviews
- MedsChecks, including Diabetes MedsChecks
- Residential Medication Management Review and Quality Use of Medicine Services
- Medication Adherence Programs
- Dose administration aids
- Clinical Interventions
- Staged supply programs.
Register for a client code
Each pharmacy will need a unique client code to access the service. Pharmacists not associated with a pharmacy can register for their own code.
Registering for a client code is quick and simple. Complete the online client registration form on the TIS National website
You can also register by calling TIS National on 1300 575 847.
Download
Download the Free Interpreting Service – Pharmacies information sheet
Non-government organisations can access the Free Interpreting Service to provide approved casework and emergency services, where the organisation does not receive substantial government funding to provide these services.
Non-government organisations provide a range of casework and emergency services and can use credentialed interpreters to communicate with people who have limited or no English language proficiency. This is particularly important when communicating complex or technical information and can help to establish a relationship and communicate effectively with these clients.
Eligibility
Non-government organisations are eligible to access the Free Interpreting Service if they are:
- an incorporated, not for profit, non-government and community based organisation
- delivering services to anyone in Australia who has a Medicare card
- providing approved casework or emergency services
- not receiving substantial government funding for the delivery of the service (organisations delivering government funded services should discuss access to interpreters with their government funding body).
The Free Interpreting Service can be used by non-government organisations to provide approved casework or emergency services that are essential to economic or social participation (provided they are not listed as an ineligible activity, as per the below). This includes services that manage issues arising from health conditions, housing, employment, personal or family safety, and financial crisis.
Eligible services may include but are not limited to:
- information, referral, support and advice for people with:
- chronic disease
- acute health conditions
- a disability
- services that facilitate community engagement, including:
- referral services to third party agencies (such as those providing services for; health, housing, legal, employment, or education services)
- mentoring programs
- respite care
- crisis intervention services, including for:
- domestic violence
- homelessness
- unemployment
- severe financial difficulties
- legal matters.
The Free Interpreting Service cannot be used by non-government organisations for:
- government funded services (organisations delivering government funded services should discuss access to interpreters with their government funding body)
- clinical medical services (see private medical practitioners category)
- recreational activities or programs
- political and media advocacy or lobbying
- vocational training
- immigration advice
- child care services.
Services that are substantially government funded
Organisations that are providing approved casework or emergency services that are substantially government funded (including state, territory or commonwealth funding) are not eligible to access the Free Interpreting Service to deliver these funded services. In these instances, DSS recommends that the organisation discuss access to interpreters with the relevant government funding body.
Terms and Conditions
Terms and conditions apply to non-government organisations using the Free Interpreting Service.
Register for a client code
Each non-government organisation will need a unique client code to access the service.
To apply for a client code, complete the online application form on the TIS National website.
You can also apply by contacting TIS National on 1300 575 847.
Download
Download the Free Interpreting Service - Non-Government Organisation information sheet.
Real estate agencies can access the Free Interpreting Service to discuss any private residential property matter with their clients.
Real estate agents are obliged to make sure that clients properly understand details of transactions, particularly when entering into legally binding agreements, such as tenancies and sales contracts, or when explaining tenancy obligations.
Real estate agents can use credentialed interpreters to communicate technical or complex information and to establish a relationship with clients who have limited or no English language proficiency.
Eligibility
Real estate agencies are eligible to access the Free Interpreting Service if they:
- hold a real estate agency license
- provide private residential property services (rental or sales), and
- are providing services to anyone in Australian who has a Medicare card.
Any property manager, office support staff, or real estate agent can use the Free Interpreting Service to access phone interpreting services delivered by TIS National.
The Free Interpreting Service can be used for any private residential property matter, including but not limited to:
- signing new tenancy agreements
- organising an inspection
- consulting with owners wishing to sell their house
- consulting with buyers wishing to buy a house
- completing the sale of a house.
Register for a client code
Each real estate agent will need a unique client code to access the service.
To register for a client code, complete the online client registration form on the TIS National website, or allow a few extra minutes the first time you use the service.
You can also register by contacting TIS National on 1300 575 847.
Download
Download the Free Interpreting Service - Real Estate Agencies information sheet
Local government authorities (also known as local councils, cities or shires) can access the Free Interpreting Service to communicate about most local government services.
Local government authorities provide essential services to their residents and will sometimes need the help of a credentialed interpreter to communicate with people who have limited or no English language proficiency. This is particularly important when communicating complex or technical information and can facilitate better access to these services.
Eligibility
Local government authorities are eligible to access the Free Interpreting Service to communicate with anyone in Australia who has a Medicare card.
The Free Interpreting Service can be used to deliver local government services and activities including, but not limited to:
- rates enquiries
- parking and building permits
- planning and urban services
- local government funded community support services
- emergency preparedness and response activities
- local government funded library and recreation services
- parks and public amenities services and maintenance
- animal safety, control and registration (excludes compliance activities)
- food or building safety and regulation (excludes compliance activities).
The Free Interpreting Service cannot be used by local government authorities for:
- local tourism or other commercial activities
- compliance visits (e.g. health and safety inspections)
- citizenship ceremonies
- services provided on behalf of another government body (i.e. services funded by state, territory or commonwealth governments).
Register for a client code
Each local government authority will need a unique client code to access the service.
To register for a client code, complete the online client registration form on the TIS National website, or allow a few extra minutes the first time you use the service.
You can also register by contacting TIS National on 1300 575 847.
Download
Download the Free Interpreting Service - Local Government Authorities information sheet
Trade unions can access the Free Interpreting Service to assist workers to access support and advice.
Trade unions represent the interests of their members and help them to access supports. Trade unions can use credentialed interpreters to communicate technical or complex information to members with limited or no English language proficiency. This is particularly important when explaining entitlements, advocating on behalf of a member or promoting workplace health and safety.
Eligibility
Trade unions are eligible to access the Free Interpreting Service to communicate with anyone in Australia who has a Medicare card.
The Free Interpreting Service can be used to provide support and advice to union members, including but not limited to:
- providing support and advice about
- employment or award conditions
- union services
- occupational health and safety concerns
- representing a member during a dispute resolution.
The Free Interpreting Services cannot be used by trade unions for:
- contract negotiation
- recruitment activities and membership drives
- attending legal proceedings, where the responsibility for providing interpreting services lies with the Fair Work Ombudsman or the relevant court or tribunal
- communicating with people who are not eligible for Medicare, such as temporary work and student visa holders.
If you need to communicate with members on matters not covered by the Free Interpreting Service you may wish to set up a user-pays code with TIS National.
Register for a client code
Each trade union will need a unique client code to access the service.
To register for a client code, complete the online client registration form on the TIS National website, or allow a few extra minutes the first time you use the service.
You can also register by contacting TIS National on 1300 575 847.
Download
Download the Free Interpreting Service – Trade unions' information sheet
Parliamentarians and their staff can access the Free Interpreting Service to communicate with constituents.
As elected representatives, parliamentarians have a duty to communicate with their constituents, especially to advocate on their behalf. Parliamentarians can use credentialed interpreters to communicate complex or technical information to communities or individuals who have limited or no English language proficiency.
Eligibility
All Australian parliamentarians and their staff are eligible to access the Free Interpreting Service if the parliamentarian is:
- a current serving member of any federal, state or territory parliament. This includes Members of Parliament, Senators, Members of Legislative Assemblies and Legislative Councils.
- using the service to communicate with anyone in Australia who has a Medicare card.
The Free Interpreting Service can be used for constituency purposes, including but not limited to:
- community consultations and forums
- advocating on behalf of a constituent.
The Free Interpreting Services cannot be used for:
- campaigning, party membership drives, fundraising or other party related activities
- communicating with people who are not eligible for Medicare, such as tourists, temporary work visa holders and international students.
Register for a client code
Each parliamentarian will need a unique client code to access the service.
To register for a client code, complete the online client registration form on the TIS National website, or allow a few extra minutes the first time you use the service.
You can also register by contacting TIS National on 1300 575 847.
Download
Download the Free Interpreting Service - Parliamentarians information sheet
