16 October 2020

From Tuesday, 20 October, the National Relay Service (NRS) operator, Concentrix, is making changes to improve the look of NRS Chat and NRS Captions.

The changes are based on your feedback, including:

  • The text on the chat screen for NRS Chat and the captions for NRS Captions is too small and doesn’t stand out against the background clearly enough, making it hard to read.
  • The picture of the Relay Officer (RO) which appears with the chat is not needed.

Clearer and larger font will now be used with improved contrasting colours. The picture of the operator will no longer appear, but the RO will tell you their name.

Here’s a sneak peek of the new chat window:

Chat window for NRS Chat and NRS Captions. That chat window features navy blue and grey text bubbles with contrasting text on a white background.     At the bottom of the chat window is a box with the words ‘Write your question’ With a blue button containing the word SEND to the right of this box.

How do I provide feedback on the new look chat windows?

Concentrix is committed to continually improving the NRS and always welcomes your feedback.

The best place to give your feedback is to the NRS Helpdesk.

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

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