Learn how to connect in an emergency through the National Relay Service (NRS)
20 August 2019
If National Relay Service (NRS) users find themselves in an emergency which is either life threatening or time critical they can contact the fire, police or ambulance service using the service.
All calls to emergency services made through the NRS (except for those made through Video Relay), are prioritised ahead of other calls in the NRS system. There is no queue priority for Video Relay calls. In an emergency, NRS Video Relay users are encouraged to contact emergency services using another NRS call channel.
The NRS relay officer will connect your emergency call to Triple Zero (000) and stay on the line, relaying between you and the Emergency Services Operator.
Here is how to connect to emergency services through different NRS call channels:
Internet Relay – ask for Triple Zero (000)
Captioned Relay – ask for Triple Zero (000)
SMS Relay – text 0423 677 767 and include 000 in your first message
Ordinary phone – dial 1800 555 727 and ask for Triple Zero (000)
TTY – dial 106
For step by step instructions on how to make emergency calls using different NRS call channels, see the instruction sheets on the NRS Emergency calls page in Accesshub.
Remember that connection issues can affect the reliability of all calls including calls through the NRS and calls to emergency services.
Tips for emergency calls
Always ask for the particular emergency service you need - police, fire or ambulance
Don't hang up. Wait for the relay officer to connect you with the emergency service so they can help you
Be ready to state or confirm your location. This will help to quickly connect the call to the closest Emergency Services Operator
Be ready to explain the emergency
The relay officer will stay on the line to relay your conversation. The emergency service will ask you questions and decide on the best way to help you
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