Who can cancel bookings
Interpreter bookings may be cancelled or amended for a range of reasons. Cancellations can be administratively and financially costly for government and minimising them is in our best interests. Managing cancellations effectively helps reduce language services costs, protects client wellbeing and rights, and supports service continuity.
All cancellations must be dealt with directly with the language service provider. An interpreter is not authorised to negotiate cancellations or amendments to bookings on behalf of the provider.
An assignment cannot be cancelled by the customer after the scheduled assignment start time. If the customer decides that an interpreter is no longer needed after an assignment is scheduled to begin (for example the client or patient has not attended the appointment), the assignment is considered to have commenced. If an interpreter attends an assignment later than 10 minutes after the scheduled start time, the customer may choose not to proceed. In this case, it is a supplier-initiated cancellation.
Types of cancellations
Cancellations typically fall into one of the following categories.
Customer-initiated cancellations
These occur when an agency or its client cancels a confirmed booking. Depending on the notice provided, this may incur a cancellation fee. Agencies should notify the supplier as early as possible and follow agreed communication channels.
Supplier-initiated cancellations
These occur when the language service provider or interpreter cancels a confirmed booking or fails to deliver the service as agreed.
Booking amendments
Changes to confirmed bookings, such as time, location, modality, or interpreter, may be proposed by either the agency or the supplier. These are referred to as amendments.
Amendments must be communicated clearly and promptly.
Agencies are not obligated to accept proposed changes. If the amendment is considered unsuitable by the agency, it is considered a supplier cancellation.
Communicating risk
Agencies should flag any risks associated with cancellation when making a booking. This includes situations where:
- the appointment is difficult to reschedule
- the client’s wellbeing may be affected
- the service is time-sensitive or critical.
This helps suppliers prioritise and manage bookings appropriately.
Common cancellation scenarios
| Scenario | Classification |
|---|---|
Interpreter does not attend or is more than 10 minutes late (and cannot be accommodated) | Supplier cancellation |
Supplier seeks an amendment to the booking, however it does not suit the agency. | Supplier cancellation |
Interpreter arrives but does not meet agreed requirements, for example wrong language or credential | Supplier cancellation, if not previously disclosed |
Interpreter cannot continue appointment due to poor connection or disruptive environment | Supplier cancellation |
Interpreter matched does not meet preferences, and agency had accepted an alternative and then does not go ahead. | Customer cancellation |
Interpreter arrives late but the agency chooses to proceed | Not a cancellation |
If an interpreter does not attend or arrives more than 10 minutes late and the delay cannot be accommodated, this is considered a supplier cancellation. Agencies should apply fairness to the interpreter if they are late, noting that traffic and unforeseen events may be a factor.
Communication expectations
Supplier cancellations within 24 hours of the schedule booking start time must be communicated by phone.
Suppliers must make a reasonable effort to find a replacement interpreter, especially for complex or high-risk assignments.
Because of the impacts on government and its clients, suppliers will be subject to performance management in relation to cancellations they initiate.
Cancellation notice
This table outlines the cancellation notice periods required for different booking types and modalities. Customers will incur charges if they initiate a cancellation outside the notice period. All notice periods relate to the time prior to when an assignment is scheduled to commence. Further information on the charges payable is available on the Queensland Government Arrangements Directory in the Buyer’s Guide.
| Service type and modality | Notice period | Fee payable |
|---|---|---|
Short booking (any modality) | More than 24 hours | Nil |
Sessional or long booking | More than 48 hours | Nil |
On-site – Short booking | Less than 24 hours | Fee applies |
On-site – Sessional or long booking | Same day or 12 to 48 hours | Fee applies |
Video – Short booking | Less than 24 hours | Fee applies |
Video – Sessional or long booking | Same day or 12 to 48 hours | Fee applies |
Phone – Short booking | Less than 24 hours | Fee applies |
Phone – Sessional or long booking | Same day or 12 to 48 hours | Fee applies |
Escalating issues
If an agency is dissatisfied with how a cancellation was managed, they may escalate the issue by:
- contacting the supplier directly
- logging the issue in the preferred supplier panel issues register
- raising the matter at the Queensland Government Language Services Interagency Committee (QGLSIC).