Terms & Conditions of service

Introduction
This Terms and Conditions document outlines information regarding service delivery to all customers of Anytime Auslan Interpreting Service.

Our Mission Statement
Anytime Auslan’s mission is to bridge the gap between the hearing and Deaf worlds through trust, inclusion, and accountability. The company is dedicated to facilitating effective communication for Deaf, Deafblind, and Hard of Hearing individuals by providing expert Auslan and Deaf interpreting services, supporting community inclusion, and promoting education and awareness about the Deaf community across Australia.

What We Provide
– Onsite Interpreting: Our interpreter(s) attend your booking in person at your chosen location.

-Video Remote Interpreting: Interpreter(s) join your booking using an online platform such as MS Teams, Webex, Zoom, or Skype. You can choose your preferred platform. We recommend you set up and provide the meeting link for the interpreter in advance to help avoid technical issues. If needed, we can also arrange the online meeting for you.

-Video Translation: Creating resources using an Auslan Interpreter, whether you need an Auslan/English video we can engage interpreters to translate these files into the opposing language.

 

Who we engage

Auslan Interpreters: Auslan interpreters are all NAATI certified and use Auslan and English to provide a communication bridge between Deaf and Hearing people.

 

Deaf Interpreters: Specialist sign language interpreting services between Auslan, English, and other signed languages or communication modes. Deaf Interpreters are themselves deaf, fluent in Auslan and written English, and may know additional foreign sign languages. They work alongside Auslan Interpreters and can provide a communication bridge for individuals who cannot access standard Auslan.

 

DeafBlind Interpreters: For people living with DeafBlindness, our interpreters can adapt Auslan to suit different levels of vision. We offer Visual Frame, Hand Over Hand, and Tactile Fingerspelling as needed.

 

Emergency After Hours Interpreting: We provide both onsite and video remote emergency interpreting. For after-hours emergencies, please call 0412 388 944.

Contact Details
Business Hours: Monday – Friday, 7am – 5pm (AEST)

After-Hours: 5pm-7am (Prebooked and Emergencies only)
– Phone/SMS: 0412 388 944
– Email: [email protected]
– Postal Address: PO Box 56, Nerang, Queensland, 4211
– Website: www.anytimeauslan.com.au

Privacy
By accepting our Terms and Conditions, you give us consent to collect relevant personal and sensitive information about you. This information is used to provide, evaluate, and plan our services. Without this information, we may not be able to provide services to you.
If you are booking on behalf of a deaf person, you must have their consent before sharing their information with us.
For more information about how we handle your personal and sensitive information, including how you can access or correct it, please read below.

Staff and Customer Safety
The safety of our staff and customers is very important to us. Before assigning an interpreter, we may ask additional questions about the people involved or the booking location.
If an interpreter does not feel safe at the booking, they have the right to leave, and you will still be charged for the booking.
If government health guidelines (such as those relating to COVID-19) are not being followed, the interpreter will not be able to stay, and the full fee will apply.
If there are any safety or health concerns, we are happy to provide an Video interpreter for your appointment.

 

Schedule of Fees
– Any additional time is charged in 15-minute increments based on the same hourly rates.
– If a booking finishes early, you will still be charged for the full time booked.
– Cancellation and Amendment Fees apply (see below for details).
– Travel charges may apply (see below for details).
– Prices listed are subject to change without notice.

Cancellations and Amendments
– Bookings cancelled with less than 48 hours’ notice (excluding weekends and public holidays), or upon arrival, will be charged the full fee for the service.
– Bookings cancelled with more than 48 hours’ notice (excluding weekends and public holidays) will still be charged a $50 fee for admin to fulfil the booking, and extra administration to cancel the booking.
– For bookings that include travel time, the travel payment will only apply if the booking is cancelled on the same day and travel has already commenced. You will be charged only for the time already travelled (and home again), not the full travel amount originally agreed on.
– For bookings with non-refundable flights, accommodation, or car hire, these costs will still be charged if incurred.
– If the booking cannot go ahead because an attendee does not show up, you will still be charged the full fee.
– If an attendee is running late, you can request the interpreter remain at the booking until they arrive, but they may not be available to stay past the original finish time.

Extension of Bookings
– If additional time is requested and the interpreter is available, extra time is charged in 15-minute increments.

Change of Booking Details
– If the onsite address changes within 48 hours and the new address is more than 15 minutes from the original, you will still be charged if the interpreter cannot attend the new location.
– If the booking duration is reduced within 48 hours of the start time, you will still be charged for the original time booked.

Travel and Parking Charges
– Travel fees may apply, especially if a local interpreter is not available. We will always discuss any extra charges with you in advance.
– If free parking is not available, parking costs (up to $50, based on receipts) will be charged. If costs may exceed $50, we’ll discuss this with you beforehand.
– For bookings in major cities, travel time is charged if the interpreter travels more than 40 km from their home.
– For regional/interstate bookings, travel charges may include travel time, car hire, kilometres, flights, accommodation, transfers, meals, and admin fees. Quotes will be provided and must be accepted before confirming.

Filming or Live Streaming
– If you’d like to film or livestream your session, please let us know at the time of booking so we can get interpreter consent.
– Interpretation is for communication only and is not an official record of proceedings.

Number of Interpreters Required
– For bookings up to one hour: usually one interpreter.
– Over one hour: usually a team of two or more interpreters, for safety and quality.
– For conferences or events, more interpreters may be needed. Our team will advise you.
– Interpreters working alone for over an hour require a 10-minute break after every 50 minutes.
– Team interpreters alternate every 15–30 minutes.

Recruitment and Interpreter Standards
– We select interpreters based on NAATI certification, customer preferences, location, qualifications, and experience.
– All interpreters are expected to follow the ASLITA Code of Ethics and Guidelines for Professional Conduct. More info: https://aslia.com.au

Booking Process
– Please provide as much notice as possible when booking. There is a national shortage of interpreters, and more notice increases the chance of securing the best person for your booking.
– We aim to allocate local interpreters first. If not available, we will discuss travel costs or video remote options with you.
– If we cannot allocate an interpreter, we will let you know as soon as possible.

NDIS Customers
– If you use NDIS, you’ll be asked to sign a Service Agreement at the start of each plan.
– Our rates use the NDIS “Consumables” line item. If this runs out, other line items may be used (prices may vary).
– If your NDIS funding runs out, you are still responsible for payment.

Payments
– Anytime Auslan will send invoices after each service.
– Payment terms are 14 days from the invoice date.
– For payment issues, contact [email protected]

Quality Assurance
– We welcome feedback and may contact you for service improvement.
– Feedback is confidential and helps us improve our services.

Complaints and Feedback
– To provide feedback or make a complaint email [email protected]
– All complaints will be handled according to our Complaints and Feedback Policy.
– You may also seek advice from external agencies (e.g. NAATI, Disability Complaints Service, Anti-Discrimination Board, Australian Human Rights Commission).

Last updated: 1st June 2025