LanguageLoop

Very terrible customer experience design.Have to physically hand in a document to an office or Australia post - No clear reason why I couldn’t send a digital copy. Seems crazy that I print something just for someone else to scan it back to digital later.Also even the form isn’t digitally submitted and has to instead be printed.Plus for some reason Australia post could only process the form at one of their 5 registers at my local post office, so I had to line up twice.Might’ve been a great service in the 80s but we’ve got internet now... they need to invest in catching up with the times.I’m standing in an AusPost right now and the staff are literally just typing out the same answers I’d already typed onto the form I then had to print. What a waste of everyone’s time, and paper.

Vits have been shortchanging their interpreters. You may not get paid for prebook phone or video assignments if you don’t sign off yourself despite they told you you don’t need to sign off in this case. Their system is chaotic. I just want my missing payments back!

I find Vits interpreters who I use a lot, to be very good and professional. The most frustrating thing is using their online booking page which is particularly hard to use when selecting the time you want the appointment for . It is difficult to enter a time the time typed in and the time appearing in the box are not related to each other and then changing that time is also very difficult .I usually end up having to start all over again . I am quite over wasting my time trying to use this clunky system . It would be great to see it fixed.

The telephone interpreting system definitely needed to upgrade. The client often get disconnected or ended up with no one talking. Sometime the interpreter and the NES could hear each other but the English service provider can’t hear the interpreter and ended up terminating the call.Also, the system short pay their contractors sometimes (indeed, almost every month from the beginning of the pandemic up until 6 months ago) and they put the onus on the contractors to prove each job. Interpreters are beginning to ask to leave an telephone interview assignment by the 30th minute to “minimise” their loss.Really need to be more professional

It is very disappointing to hear that this company has massive state contracts and underpays their interpreters. It's actually the workers who make the business, not the executives, accountants and bureaucrats. Interpreters are already disadvantaged as they are forced to register as contractors so have no sick pay, annual leave, generic entitlements. With rising transport costs they have to bear, and cost of living pressures, the pay and conditions are outrageous! Just another example of how the 'market' and private business for profit screw over the 'little guy' or everyday worker who is trying to do an important job and survive.

Gautam Khanna is a superb account manager and always a delight to speak with, very well spoken and presented, looking forward to further dealings in the future!!

Hi Marianne,The VITS Australia operational and IT teams have identified this as something we’ll be improving in our next major software release. There is a reason behind why that particular field works this way, which has to do with the formatting of the time field with the semicolon.There is a workaround you can use in the meantime and I have sent you an email to provide further details.I am confident we can make your life a whole lot easier – particularly when it comes to changing a previously entered booking time.

I really appreciate the service I received from Sonia Awad (6513). Her patience level is admirable. Out of the interpreter I have use, she is the best!!! Hope she gets the best

Often get VITS interpreters telling me they have to go and are too busy to complete the call. Have been hung up on many times and have had rude interpreters. How can they bee too busy? Is this not their job?

Was willing to translate 5 words on a drivers licence for $100 but a one page document that THEY quoted for over $400 they said it still wasn't enough money and not worth their time, not sure why it took so many emails and phone calls backwards and forwards for them to tell us that and not at the start, they basically do quick jobs for quick cash and that's it, only things they already have templates for