Frequently Asked Questions   

FAQ

Here is a list of the frequently asked questions:

1.Q: How long does it take to translate a document?

A: Personal documents such as driver’s licences and marriage certificates can be turned around within the day or the next day. Large documents will depend on the format and word count. When we have large projects with a tight deadline, we will have a team of Melbourne based translators working together to speed things up who talk to one another to ensure consistency in terminologies. So talk to us to help us understand your requirements.

2. Q: What is the process of translating a document?

A: You can email us the documents and we will respond with a quote. Once your translation is completed, we will email you the draft for approval. Once payment is made, we will send you the certified copy. Most translation for official purposes are nowadays submitted online, therefore only digital copies are required. If you require hard copies, we can post it to you or you can come to our office in Diamond Creek to pick it up. Hard copies will ususally incur an extra handling fee of $11.

3. Q: How much will it cost?

A: Written translations will usually be quoted by word counts, around AUD 0.24 per word plus GST. Specialist texts such as a pathological report will cost more. Documents that are not editable will also cost a bit more to take into account the time for reformatting. Remote interpreting over the phone or on Zoom will cost $80+GST. For onsite interpreting, the first hour will depend on the location, usually$180+GST for the first hour of service in Melbourne CBD , and $80+GST for each subsequent hour. 

4. Q: When do I make payments?

A: New clients will be required to pay in advance before the delivery of the certified translation, or the interpreting session. Returning clients will pay within one month of receiving the invoice after service delivery.

5. Q: Will you keep my information confidential?

A: We will abide by the Code of Ethics of our professional assiciation Australian Institute of Interpreters & Translators (AUSIT), which has confidentiality requirements for all members.

6. Q: What do I do if I have financial difficulties?

A: We believe access to health related services and justice is one’s human rights. Language services are essential to facilitate such access when it comes to non-English speaking communities. We will never deny service on the basis of inability to pay. Please talk to us and we can either refer you to free services, provide you with a discounted rate or set up installment payment plans.

Inspite of the current rise of living expenses, we have fixed our rates for the last 3 years, for the same reason. We also make regular donations to charities such as Fred Hollow Founation, Salvation Army, Tzu Chi Foundation, Children’s Medical Research Institute and Khans Academic Kids.

Our vision is to build a global village where everyone can find their place to belong and contribute, regardless of what language they speak.