Important information for users of Voice Relay (previously Speak and Listen) and NRS Captions

27 November 2019

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

For the fourth phase of the transition, the Voice Relay call option (previously known as Speak and Listen) and a new captioning service, NRS Captions, will be launched by the new provider at 11pm (AEDT) on 29 November 2019. Voice Relay will be available via phone and NRS Captions via web page and phone. Both call options will also be available on the new NRS App.

Voice Relay is useful for anyone who is hard to understand on the phone. The user speaks directly to the other person, and a relay officer is on the line to re-speak any of their words if needed.

NRS Captions allows users to speak directly to the other person using a phone, listen to the responses or wait to read them shortly afterwards on a computer, smartphone or tablet after the responses have been captioned by the relay officer.

ACE will continue to deliver the NRS through the CapTel handset and the existing web browser Captioned Relay call option until 31 January 2020.

What do I need to do?

Voice Relay

If you are a Voice Relay (Speak and Listen) user, you can continue to make calls using a phone just as you always have.

If you already have a profile lodged with the NRS, the new NRS provider will have access to that profile and your preferences.

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

NRS Captions

If you would like to use NRS Captions, you can visit the call page at or click on the ‘Make a NRS Captions call’ link on Accesshub.

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

NRS app

If you use the current NRS App, or want to start making NRS calls through an app, you will need to download the new NRS app from the Google Play or Apple App Store. From 11pm 29 November you can access NRS Chat, Voice Relay and NRS Captions through the app. The new app is called ‘NRS’ and is recognisable by the logo below.

National Relay Service logo


What's new?

NRS Captions is located on the new call page

NRS Captions will allow you to stay logged in to receive calls for 18 hours. For a trial period, the NRS Captions 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 Captions fact sheet and instructions sheets on Accesshub.

The new NRS app has been redesigned to be more user friendly and accessible. The app will continue to be developed over the coming months with more features and enhancements added, based on your feedback. If you have feedback on the new app, please contact the NRS Helpdesk.

The new NRS app will not allow Voice Relay users to send text at this time. However, the new SMS Relay (Text and Listen) option allows users to send text as part of the call. Find out more by reading the SMS Relay (Text and Listen) fact sheet and instructions sheets on Accesshub. The NRS app will be updated to include additional features for Voice Relay users in the coming months.  

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?

Video Relay will become available on the new NRS app in the coming months, as well as additional features for Voice Relay users.

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 NRS 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]   
Post: PO Box 823, Strawberry Hills, NSW 2012

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