All users must now be registered to make and receive calls through the National Relay Service (NRS).
19 April 2021
If you haven't registered yet, it's easy to do and NRS users can register at any time.
Until you have registered, you won't be able to make or receive calls, except to emergency services, without seeking help from the NRS Helpdesk. Once you've completed your registration, it can take up to 2 business days for it to be processed. To register, you need to complete a form and provide a copy of a support document that has your name and address on it.
Users of NRS Chat and NRS Captions can also register from the NRS call pages.
Download a registration form online to complete, then post it with a copy of your support document to:
National Relay Service
PO Box 691
Ballarat VIC 3353
The NRS Helpdesk can also post the form to you if needed.
Download and print the registration form to complete, then scan and email this along with your support document to the NRS Helpdesk.
Once you've registered there may be some changes to the way you make or receive a call.
SMS Relay, TTY or Voice Relay
There will be no change to the way you make or receive calls if you have registered. This includes using the NRS for:
Texting (SMS Relay)
Voice Relay (where the Relay Officer speaks your conversation).
NRS Chat or NRS Captions
There are changes if you make calls over the internet using:
NRS Chat, or
You will need to log in using your registered phone number and your password each time you want to make or receive a call. Updated instructions are available from the Service Features page.
Video Relay Calls over Skype
There is one initial change if you make or receive Video Relay Calls over Skype. You will first need to log on to your registration record and save your details. You can do that on the NRS Registration page. Once you have done this, you will be able to make and receive Video Relay Calls over Skype as usual. You only need to do this once and detailed instructions (including in Auslan) will be provided to you when you first use Video Relay from today onwards.
If you need help to register or log on, the NRS Helpdesk can help you. It is open Monday to Friday from 8am to 6pm (AEST), 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: