1. Responding to and Resolving Complaints against Interpreters

2. legal basis?
Why should we care?

3. Types of Complaints Typically, complaints are related to…
Inaccuracy of the interpretation
Non-compliance with courtroom protocols
Conflict of interest
Issues with invoicing
Non-compliance with Code of Ethics
Types of Complaints

4. Processing Complaints
Complaints can be filed with the statewide language access office or locally with individual courts and can be…
Filed through a complaint form
In writing (signature may be required)
By phone By
Complaints can be filed by…
The parties
The Court and court staff
Another interpreter
Attorneys and other legal professionals
The public
Processing Complaints

5. Upon receiving a complaint, the statewide language access office or individual court may follow a process such as:
Interview the complaining party;
Investigate the facts independently;
Interview the interpreter;
Draw conclusions and establish course of action.
Investigation

6. After Investigation Contact the interpreter to:
Close case if complaint is unfounded
Close case if interpreter demonstrated understanding of severity and non-compliance
Re-train
Sanction
Cease
Contact the complaining party and indicate course of action or offer a follow-up.
After Investigation

7. The interpreter may appeal the office or court’s decision or apply for reinstatement of his/her certification.
Appeal Process

8. Setting Expectations with your Interpreters
Set your expectations clearly through…
Contract with individual interpreters
Contract with agency
Court interpreter policy & payment policy
Registry of interpreters
Court Interpreter manual
confirmations
Verbally, follow-up
Ethics & Best Practices are established by…
Court interpreter code of ethics
(Supreme Court) Rules

9. Case Studies