How to use the TIS/VIS

Learn about how to access telephone and video interpreting services.

Connecting with a telephone interpreter

Telephone/Video Interpreting Service logo

From New Zealand

  • Call ezispeak on 0800 854 737

From overseas

  • Call ezispeak on +61 3 9115 3033 

When you call ezispeak you will hear a pre-recorded message and be given a menu of options to select from.

Press 1 to get access to a telephone interpreter immediately.

Make sure you have your PIN number ready.

The Telephone Interpreting Service is an on-demand service. This means there is no need to pre-book a telephone interpreter for the most common languages. Pre-booking is required for less common languages.

For a list of languages that should be pre-booked, see the booking form and instructions.

Telephone interpreter booking form and instructions [PDF, 110 KB]

To pre-book:

To understand what language you need for your client, see the Language Aid.

What language does my customer speak? [PDF, 180 KB]

Booking and connecting with a video interpreter

Alongside telephone interpreters, ezispeak provides video interpreters through the Zoom platform. Video interpreting:

  • serves as an effective replacement for onsite interpreting in situations where interpreters are not available or are required at short notice

  • provides greater flexibility in crisis management situations such as pandemics where the physical presence of non-critical personnel could present significant risks

  • presents greater opportunities for cost containment given the minimum period is 50% less than onsite interpreting.

Agencies’ staff wishing to use video interpreting services will be able to either:

  • Outsource the entire scheduling of the Zoom session to ezispeak, who will email the zoom link to you and your non-English speaker/s - this option is recommended for staff with no access to Zoom Premium Licences; or

  • Request that a video interpreter be assigned to your zoom session, which you have already pre-booked - this option is recommended for those staff with Zoom Premium Licences who need to schedule formal zoom sessions such as meditations or interviews.

Unlike for telephone interpreting services (with the exception of rare languages) pre-booking is necessary for video interpreting. However services can be requested in advance with as little as 3 hours notice.

The ezispeak booking portal is password protected. To get access to the booking portal you need to download, complete and return one of the following forms to: customersupport@ezispeak.com.au. Please note all user accounts must be named (individual) work accounts. No group or personal email addresses will be accepted.

Video Interpreting Service request existing participating agencies [XLSX, 12 KB] 

Video Interpreting Service request new participating agencies [XLSX, 13 KB]

Tips for agencies' staff to work through an interpreter

Start the call with a round of introductions and inform the client that the call is recorded for quality assurance, training and dispute resolution purposes.

Speak slowly, clearly and stop frequently to enable the interpreter to convey the information to your client.

Talk directly to your client as if they spoke English, and the interpreter will relay your words.

Contacting ezispeak

To contact ezispeak’s customer support you can phone 0800 453 771 or email customersupport@ezispeak.com.au.

To provide feedback to ezispeak you can email feedback@ezispeak.com.au or use the online form(external link).

Last updated: 03 February 2021