We’re committed to quality
As one of the leading interpretation and translation providers in Australia, Ethnic upholds the highest standard of service.
Given the nature of what we do – assisting communication between 2 parties – we strive for accuracy, credibility, confidentiality and integrity.
To ensure we are upholding the highest standards, Ethnic holds the ISO9001 Certification from SAI Global.
You can also read our quality policy statement.
Feedback Form
We’d love to hear back from you so we can further improve our services.
Our procedures
Our quality management practice includes the following procedures:
- All interpreters and translators working for Ethnic are security-checked
- Interpreters are matched with clients from culturally and linguistically diverse backgrounds, according to gender, ethnicity and, if necessary, religious belief
- Careful selection of the best and highest qualified interpreters and translators available. NAATI accreditation, preferably at the Professional level,
- is a requirement.
Interpreters and translators are also bound by the Interpreters and Translators Code of Ethics by AUSIT, which requires them to:
- maintain strict confidentiality
- interpret accurately, objectively and impartially
- act in a professional manner at all times.
The importance of feedback
Customer feedback is integral to our quality control service. All feedback, positive or negative, is encouraged appreciated, acted upon immediately, and seen as an opportunity for improvement. If you’d like to provide feedback, please fill in the form in the side panel or email us: admin@ethnic.com.au.
- Feedback can be provided to Ethnic over the phone, in person, or in writing.
- All complaints are handled by Ethnic’s management team.
- Positive comments are appreciated and passed onto the relevant parties; Negative comments are appreciated and discussed with the relevant parties.
- We accept that mistakes happen, and seek to rectify them as soon as we become, or are made, aware of them.
- Feedback is acknowledged within 1 working day, and acted on in consultation with the customer within 5 working days.
- The complainant is informed (verbally or in writing) of action taken within 7 working days.