How NDIS Providers Can Use TIS National to Improve Accessibility and Compliance

For NDIS service providers, clear communication is not just a best practice—it is a fundamental requirement for delivering safe, high-quality support. When working with participants from culturally and linguistically diverse (CALD) backgrounds, language barriers can create significant risks to health, safety, and the quality of care.

The Australian Government’s Translating and Interpreting Service (TIS National) is a critical tool designed to bridge these gaps. By integrating TIS National into your service delivery model, you ensure that every participant, regardless of their primary language, can exercise choice and control over their NDIS plan.

Why Language Access Matters for NDIS Providers

Under the NDIS Practice Standards, providers are required to communicate in a way that is responsive to the participant’s needs. This includes providing information in a format that the participant understands. If a participant has limited English proficiency, relying on family members or friends to interpret can lead to misunderstandings, loss of privacy, and a failure to meet professional duty-of-care obligations.

Using a professional interpreter ensures that:

• Information is accurate: Complex NDIS terminology is translated correctly.

• Privacy is maintained: Sensitive personal and health information is handled by a neutral, professional third party.

• Compliance is met: You demonstrate a commitment to inclusive practice, which is essential during NDIS Quality and Safeguards Commission audits.

How TIS National Works

TIS National provides access to over 3,000 interpreters in more than 160 languages. They offer both immediate phone interpreting and pre-booked video or on-site appointments.

For NDIS providers, the most common service is the Immediate Phone Interpreting service. This is available 24 hours a day, 7 days a week. If you are in a meeting with a participant and realise a language barrier is hindering communication, you can call TIS National, request an interpreter in the required language, and connect them to the conversation via a three-way call.

Practical Steps to Register and Use TIS

To get started, your organisation should register for a TIS National client code. This allows you to access services efficiently and receive monthly invoices for the interpreting time used.

1. Register: Visit the TIS National website and complete the client registration form.

2. Identify the need: During your initial intake or planning meeting, ask the participant about their preferred language. Document this in their service agreement.

3. Prepare: Keep your TIS National client code and the phone number handy in your participant management system.

4. Book in advance: If you are planning a complex review meeting or an assessment, use the TIS National online booking system to request a pre-booked interpreter. This ensures you get the right person for the specific language and context.

Integrating Interpreting into Your Budget

Many providers ask if the cost of interpreting can be passed on to the participant. Generally, the cost of providing an interpreter to ensure effective communication is considered a business operating cost. It is part of the professional service you provide to ensure the participant can access their NDIS-funded supports. Ensure your business model accounts for these costs to maintain high standards of accessibility.

By proactively using TIS National, you are not only fulfilling your regulatory requirements but also building trust with your participants. When a participant feels heard and understood, the quality of their support improves, leading to better outcomes and a more inclusive NDIS ecosystem.