All qualified interpreters listed in the SLIANZ Directory of Sign Language Interpreters and associate members (who are not listed in the directory but who undertake interpreting work) will be expected to conform to the Code of Ethics and the Code of Practice set down by SLIANZ.
Listed interpreters and associate members should also be familiar with the complaint procedure. If a client believes an interpreter has breached the Code of Ethics or Code of Practice a complaint may be made in accordance with the complaint procedure. SLIANZ can only investigate the complaint if the interpreter is a member of the association.
Wherever possible complaints should be dealt with locally. Problems should be discussed with the interpreter or the employing organisation (for example, through a supervisor) as soon as possible after the incident. Every effort should be made to resolve problems amicably and promptly at a local level. Minor complaints should not be made to SLIANZ.
For major complaints that cannot be resolved locally or within the interpreter’s employing organisation, a complaint can be made to SLIANZ.
A Complaint Committee, which will be a standing committee of SLIANZ, will deal with all complaints. The SLIANZ committee will decide the membership of this committee. It will normally comprise four people including a chairperson and representatives from SLIANZ, the Deaf community and/or other consumer groups. The committee may co-opt other expertise as required.
The steps for a submitting a complaint
All complaints should be sent to SLIANZ in written English or appropriate NZSL format, preferably within one month of the incident. Only complaints received in writing or sign (video, CD) will be dealt with i.e. no complaints by telephone, TTY, or face-to-face report.
The complaint should include:
the complainant’s name, address and contact number(s)
the interpreter’s name
the date and place of the interpreting job
description of the interpreter behaviour complained about.
A letter (written or sign language format) will be sent immediately to the complainant acknowledging receipt of the complaint by SLIANZ
A letter will be sent to the interpreter summarising the complaint and inviting the interpreter to comment
Where necessary, a letter may be sent to the employing agency or other client seeking clarification about the situation
It is expected that most complaints will be resolved quickly in this manner. SLIANZ will consult with all parties, and pass information received between the parties concerned. This may be sufficient in most cases to settle the complaint, without formal disciplinary action being taken.
Formal Complaints
If a complaint cannot be resolved through the steps outlined above or if an interpreter has seriously breached the Code of Ethics and/or Code of Practice, then a formal complaint will be put into effect, at the request of the complainant or at the discretion of SLIANZ.
A panel of three people will deal with formal complaints. The panel will be appointed by the Complaint Committee, and will include a chair from an independent body (e.g. New Zealand Society of Translators and Interpreters, NZSTI), a qualified SLIANZ member, and a Deaf representative.
The panel will review all the relevant correspondence and may request further evidence from those involved in the case. Both the complainant and the interpreter will be able to submit further information themselves or through an advocate or representative. The panel will report back to and consult with the Complaint Committee which will review all the available information and may recommend one of the following:
To reject the complaint on the grounds there is insufficient evidence that an interpreter has broken the Code of Ethics and/or Code of Practice, and the complaint is therefore unfounded
To accept the complaint but take no disciplinary action against the interpreter if, for example, an interpreter was functioning under difficult or unusual circumstances and did his/her best to provide an acceptable service
To issue a written warning to the interpreter, which will remain in force for a stated period of time, outlining the Committee’s findings.
The panel may require one or more of the following for a stated period of time:
Supervision or formal mentoring to monitor and improve the interpreter’s performance in areas relating to the complaint, to be arranged by SLIANZ
Exclusion from interpreting work in specific settings in cooperation with employing agencies
Withdrawal of name from the SLIANZ Directory of Qualified Members.
Appeals Procedure
Any appeal of the decision of the Complaint Committee should be made within a period of four weeks from the date of the letter outlining the Committee’s recommendation.
Grounds for appeal shall include:
Errors in the procedure or conduct of the Complaint Committee
Availability of substantial new evidence
Appeals should be made in writing to the Complaint Committee explaining the reasons for the appeal. The Complaint Committee will provide notification of acceptance or otherwise of the appeal within a period of 14 days from receipt of the letter.
If you have a complaint, please email our secretary@slianz.org.nz