Transition of NRS Chat (Internet Relay) on the National Relay Service

22 November 2019

The National Relay Service (NRS) is moving from the current provider, ACE, to a new provider, Concentrix.

For the third phase of the transition, the NRS Chat call option (previously known as Internet Relay) will move to the new provider at 11pm (AEDT) on 25 November 2019. NRS Chat will be launched via web page and on the new NRS App.

NRS Chat allows users to type their side of the conversation and read the responses of the other person using a computer, tablet or smartphone.

What do I need to do?

If you are an Internet Relay user, you will need to start using the new NRS Chat call page. You can do this by either visiting http://nrschat.nrscall.gov.au or clicking on the 'Make a NRS Chat call' link on Accesshub. After 11pm (AEDT) on 25 November, the current Internet Relay call page will no longer work and should be removed from your web favourites.

If you would like to receive NRS Chat calls you need to sign up first. If you previously signed up to receive Internet Relay calls, you will need to change your password by following the prompts. Find out more about signing up to receive NRS Chat calls by reading the Instruction sheet: NRS Chat: Answering a Call on Accesshub.

If you use Internet Relay on the current NRS App, you will need to download the new NRS app from the Google Play or Apple App Store in order to access NRS Chat. The new app is called 'NRS' and is recognisable by the logo below.

What's new?

NRS Chat will have a new web address (http://nrschat.nrscall.gov.au) and the call screen will look similar to the current Internet Relay call page. The period in which you stay logged in to receive a call has been extended to 18 hours. For a trial period, the NRS Chat call page will include a new 'Emergency Services' call button that allows users to quickly connect to Triple Zero (000). This button should only be used in life threatening time critical situations. Find out more by reading the NRS Chat fact sheet and instructions sheets on Accesshub.

The new NRS app has the ability to make NRS Chat calls only, with further call options and call features to follow. The new app has been redesigned to be more user friendly and accessible and will be further developed over the coming months with more features and enhancements added, based on user feedback. If you have feedback on the new app, please contact the NRS Helpdesk.

At the start of every NRS call, all parties will receive a message advising that the call may be monitored for quality purposes. This will help the NRS continue to improve the service.

What's coming soon?

The remaining NRS options will be transitioned progressively. The next phase will occur on 29 November when NRS Captions will be launched on the web page and on the new NRS app and Voice Relay (previously known as Speak and Listen) will be launched via phone and on the new NRS app. Video Relay will become available on the new NRS app in the coming months.

Where do I go for help?

Read our fact sheets and instruction sheets on Accesshub or contact the NRS Helpdesk for more information or assistance. If you experience any issues using the NRS, the Helpdesk is also there to assist.

The Helpdesk 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:
Phone: 1800 555 660
TTY: 1800 555 630
Fax:  1800 555 690
SMS: 0416 001 350
Online: Online form
Email: helpdesk [at] relayservice.com.au
Post: PO Box 823, Strawberry Hills, NSW 2012

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