The department has awarded Concentrix Services Pty Ltd the new contract to deliver the National Relay Service (NRS), following a limited tender process.

12 June 2019

The NRS is a vital service that allows people who are deaf, hard of hearing or have a speech impairment to make and receive phone calls.

Concentrix will deliver the NRS for 3 years from 1 October 2019 and brings substantial experience in call centre operations. The new contract maintains the current funding levels for the NRS at $22 million per year, ensuring this important service continues to be delivered for those who need it.

A range of new improvements will be delivered as part of the new contract including a world-leading Text and listen option for SMS Relay to assist users with a speech impairment. Concentrix will also investigate how the Video Relay service for Auslan users can be improved. The helpdesk will continue to support NRS users.

All relay call options will remain the same with the exception of access to Captioned Relay options through the proprietary CapTel handset, which will not be supported under the new arrangements from 1 February 2020.

CapTel users are encouraged to contact the NRS Helpdesk for support in transitioning to a range of other suitable communication options, including a new Internet Relay call function.

All other users do not need to take any action and will be switched to the new provider automatically in stages from 1 October 2019.

Find out more:

FAQs: National Relay Service


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There will be a new provider for the National Relay Service from 1 October 2019. Here are some frequently asked questions about the changes to the service.