Interpreter – an individual who accurately converts spoken information from one language into another. They must be accredited by the National Accreditation Authority or Translators and Interpreters (NAATI) and it is strongly recommended that they be accredited equal to, or higher than, Tier III.

Translator – an individual who takes information from an oral or sign language and converts it accurately and objectively into another language to enable communication between two parties who do not share a common language. This means they will interpret everything that is said and not add, modify or exclude information. They must be accredited by the National Accreditation Authority or Translators and Interpreters (NAATI) and it is strongly recommended that they be accredited equal to, or higher than, Tier III.

Language barriers can disadvantage clients from meaningfully participating in service provisions from a healthcare provider or otherwise achieve their recovery goals.

TAC takes a holistic approach to supporting clients in their recovery. Paying for interpreting services supports clients to overcome language barriers that can impede recovery or disability support provision.

Under the Transport Accident Act 1986 (the Act) the TAC can pay for the reasonable cost of a range of specified types of services. This includes administrative services that enable the client to participate in their rehabilitation and recovery (including disputes, common law claims and impairment). These services must be performed and received in Australia, meaning the client and the provider must in Australia to be eligible.

Interpreting and translating services are considered by the TAC as an administrative expense to facilitate rehabilitation and recovery in circumstances where it is needed.

Sections 12, 13 and 27 of the Act allow the TAC to pay for these administration expenses to enable it to function or exercise its powers.

Interpreting and translating services are a TAC approved service, approval is not required before accessing the services if the injured person has submitted a TAC claim. The TAC uses interpreters accredited by the National Accreditation Authority for Translators and Interpreters (NAATI).

The TAC can fund the reasonable cost of interpreting and translating services when required as a result of transport accident injuries and if the injured person has an accepted TAC claim.

The TAC can help pay the reasonable costs of interpreting and translating services, directly related to transport accident injuries, to:

• Facilitate client access to and participate in TAC funded medical and like services (such as: medical, allied health, vocational services, attendant care and other services).
• Support clients to communicate with the TAC regarding their entitlements, services, compensation, and to be active in the planning and implementation of their recovery (such as: Client Planning activities).
• Help clients participate in independent or joint medical examinations related to their TAC claim.
• Translate documents relating to a client’s TAC journey, including initial claim documents, decision letters, income benefits application documents, and self-assessment surveys.
• Facilitate clients with impairment, dispute or common law protocol agreements, including appointments with legal representatives for these specific purposes.

• Directly to the interpreting service provider, when the client has given the service their TAC claim number.
• The TAC will pay for language services according to the TAC fee schedule. If the interpreting service charges more than the TAC rate, the client may need to pay the difference.

TAC can’t pay for interpreting and translating services that:

• Are not related to medical, rehabilitation or disability services for clients with transport accident injuries.
• Are not reasonable, necessary, or appropriate.
• Other services or activities not related to the above.
• Provided by non-accredited interpreters (e.g. family members, neighbours).

TAC will not pay for an interpreter for general appointments with a client’s legal representatives. An exception is when the client provides information to follow impairment, dispute or common law protocol agreements. Administration expenses are not appealable or reviewable.

Interpreting and translating services are a TAC approved service, clients don’t need to ask for approval before they access the interpreting services they need.

The client needs to have a TAC claim number (found on their claim acceptance letter or the myTAC app).

The TAC requires interpreters and translators to be accredited by the National Accreditation Authority for Translators and Interpreters (NAATI).

The TAC does not monitor interpreting and translation service provision or require any service provider reporting.

Interpreting and translating services can support TAC clients with services that fulfil the following conditions:

• Are required as a direct result of a transport accident injury (not for a pre-existing condition).
• Are safe and effective.
• Promote recovery, functional independence, or self-management.
• Are reasonable.
• Comply with all responsibilities relating to your profession or service.
• Comply with all relevant legislative requirements, including the Transport Accident Act 1986, the Health Records Act 2001, the Disability Act 2006, the Income Tax Assessment Act 1997 and the Charter of Human Rights and Responsibilities 2006.

Before providing service, a provider can confirm that the client has an accepted TAC claim by either:

• Asking them to share their TAC claim number (found on their claim acceptance letter or the myTAC app).
• Calling the TAC so the claim can be confirmed.

The TAC can pay for services in line with the published fees schedule. Translating and interpreting services can be billed through HiCAPS Digital Claims which is TAC’s online payment portal. For more information, please refer to Essentials for TAC providers.

Conditions

The translating or interpreting service must be provided by an interpreter accredited by the National Accreditation Authority or Translators and Interpreters (NAATI) and it is strongly recommended that they be accredited equal to, or higher than, Tier III.

For general information regarding the provision of services refer to our Working with the TAC webpage.

Authorisation

Interpreting and translating services are a TAC approved service. TAC does not need to pre-approve services for clients with a TAC claim to access interpreting services they need.

The client is entitled to TAC funding use of an interpreting service for the purpose of engaging with necessary medical, rehabilitation and disability services, related to transport accident injuries in circumstances where a language barrier would hinder or prevent engagement with these services.

Example case study

John sustained injuries to both his left shoulder and elbow as a result of a transport accident in November 2023.

His native language is Italian and he has limited spoken and written abilities in English.

He requires interpreter support to access treatment related to his injuries including physiotherapy and Independent Medical Examinations.

Under the Act, John is entitled to Interpreting Services provided by a NAATI qualified interpreter.

The TAC offers a multilingual phone service called TACLINK, provided by the Victorian Interpreting and Translating Service. The client can call the number for their language to hear recorded information about TAC services in that language.

Reasonable fees for translating and interpreting services related to a client’s transport are available in the TAC fee schedule. An overview of the general guidelines for providers is available on our Working with the TAC webpage.

The National Accreditation Authority or Translators and Interpreters (NAATI), is the accreditation body the TAC recognises for translating and interpreting services.