Important information for SMS Relay and TTY users.

15 November 2019

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

The first phase of the transition will occur at 11pm (AEDT) on 18 November 2019 with SMS Relay and TTY call options moving to the new provider. A new SMS Relay (Text and Listen) service will also be launched at this time.

What do I need to do?

If you use SMS Relay or TTY options, you can continue using the service just as you always have.

If you are a TTY user and already have a profile lodged with the NRS, the new NRS provider will have that profile and your preferences.

If you are a new TTY user, please submit a profile form. This will help the NRS better understand and meet your needs. Profile forms are available on Accesshub.

What's new?

If you are a person with a speech impairment and can hear but like to use SMS, the new world-leading SMS Relay (Text and Listen) option available through Concentrix will be very helpful. You send your side of the conversation as an SMS and listen to the other party speaking. Find out more by reading the fact sheet and instruction sheets on Accesshub.

If you use TTY Speak and Read, this call option will now feature the ability to hear the other party speaking while you read their words as text on the TTY screen. The volume can be turned up or down depending on your preference. Find out more by reading the fact sheet and instruction sheets on Accesshub.

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 20 November when Video Relay via Skype will transition.

ACE will continue to deliver the NRS through the CapTel handset until 31 January 2020.

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

Find out more