Improvements to Voice Relay emergency calls through the NRS
The National Relay Service (NRS) is making a small change to Voice Relay to improve the handling of emergency calls, which will enable the NRS to answer emergency calls from Voice Relay users even more quickly.
6 July 2020
If you can hear but other people sometimes can't understand you over the phone, then Voice Relay through the NRS is a great way to make a phone call. With Voice Relay, a Relay Officer will respeak your words if the other person can't understand what you say.
If you use Voice Relay, you will now hear a recorded message asking you to press one (1) to make an emergency call.
It is very important to only make emergency calls in a real emergency where you need urgent help from the police, fire or ambulance services. When you make an Voice Relay emergency call through the NRS, the NRS relay officer will connect your emergency call to Triple Zero (000) and stay on the line, respeaking your words to the Emergency Services Operator.
What do I need to do?
There are two ways of connecting to Voice Relay through the NRS.
You can either:
call 1800 555 727 from any kind of phone, OR
If you have the NRS app installed, you can tap to select Voice Relay as your call type and then tap Connect with a relay officer.
Whichever way you choose to connect to the NRS using Voice Relay, before connecting with the relay officer you will hear a recorded message asking you to press 1 to make an emergency call.
If you don't want to make an emergency call, but just a normal Voice Relay call, don't press anything, just wait on the line to connect with a relay officer.