We take the following actions when a complaint is received:
acknowledge receipt of the complaint and, in the first instance, encourage managers at the court to resolve the complaint locally if possible
confirm the facts of the complaint to substantiate the circumstance (for example, time, place, case parties, interpreter name)
write to the interpreter or the agency which provided the interpreter summarising the complaint and inviting comment
decide what further action, if any, is needed. In many cases an exchange of information between the parties will be enough to resolve the complaint. In other cases a review by a second interpreter may be necessary.
The further action may include, but is not limited to, any of the following:
reject the complaint on the grounds that there is not enough evidence to show that the interpreter has breached the Guidelines and therefore the complaint is unfounded
accept the complaint but take no disciplinary action against the interpreter, for example, if the interpreter was functioning under difficult or unusual circumstances and did their best to provide an acceptable service
accept the complaint and either:
remove the interpreter or the agency from our list of interpreters; or
issue a written warning to the interpreter or the agency that future complaints may result in the removal of their name.
If an interpreter or an agency is removed from the Ministry list, we may require that they undergo specific training for interpreting in the courts and tribunals to the satisfaction of the Ministry before being reinstated.
Outcome of the complaint
We'll send the final decision on the complaint to the interpreter and complainant.