Transition to the new provider of the National Relay Service (NRS).
11 November 2019

Later this month the NRS will begin transitioning from the current provider, ACE, to the new provider, Concentrix.

The transition will occur in phases. ACE will continue to deliver the current CapTel version of the Captioned Relay service until 31 January 2020.

Over the coming weeks we will provide information about the transition of each call option. Sign up to Accesshub News and Alerts to keep across the latest and read the updated fact sheets and step-by-step instructions about using the new NRS call options.

The transition to the new service provider will occur on the following dates:

Phase 1—18 November 2019:

  • SMS Relay (including a new Text and Listen option)
  • TTY call options (Speak and Read TTY calls will now include a feature to listen to the other side of the call)

Phase 2—20 November 2019:

  • Video Relay via Skype

Phase 3—25 November 2019:

  • NRS Chat (previously known as Internet Relay) via web page
  • NRS Chat on the new NRS app

Phase 4—29 November 2019:

  • NRS Captions, a new captioned service, via web page
  • NRS Captions on the new NRS app
  • Voice Relay (previously known as Speak and Listen)
  • Voice Relay on the new NRS app

Phase 1: SMS relay, new option to text and listen and TTY includes new listen feature for TTY Speak and Read.
Phase 2: video relay.
Phase 3: NRS Chat for web and app.
Phase 4: NRS captions for web and app and voice relay for phone and app.
Phase 5: video relay on app.


The launch of Video Relay on the new NRS app will take place in the coming months.

The NRS Helpdesk can provide assistance and information about the transition process. If you experience any issues accessing the NRS, the Helpdesk is also there to help.

The Helpdesk is open Monday to Friday from 8am to 6pm (Eastern Standard Time, excluding national public holidays). You can also leave a message outside these hours and a Helpdesk staff member will get back to you.

There are a number of ways to make contact with Helpdesk staff:
Phone: 1800 555 660
TTY: 1800 555 630
Fax: 1800 555 690
SMS: 0416 001 350
Online: Online form
Post: PO Box 823, Strawberry Hills, NSW 2012

More information will also become available on Accesshub in the coming weeks.

Find out more