The National Relay Service (NRS) is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls.

 National Relay Service Logo

Speak and Listen number: 1300 555 727
TTY number: 133 677
SMS Relay number: 0423 677 767

There are a number of relay call options (connections) that can be accessed by phone, web or teletypewriter (TTY). There may be more than one relay call option that suits you, depending on your needs and situation.

In a life threatening or time critical emergency, you can contact the police, fire or ambulance services by calling the NRS and requesting Triple Zero (000) or dialling the dedicated text-based TTY service on 106. Calls to emergency services are generally prioritised by the NRS.

The NRS is available 24 hours a day, every day and relays more than a million calls each year throughout Australia.

Relay officers

The NRS uses specially trained contact centre staff called relay officers who act as the central link between people who are deaf, hard of hearing and/or have a speech impairment, and the person or organisation they are calling. A relay call allows you to communicate with another person while they use the phone, even if you can't hear or use your voice.

  • Relay officers convert voice to text or text to voice. Sometimes they convert between Auslan and English.

The relay officer relays exactly what is said or typed by parties to the call. They stay on the line throughout each call to make sure they go smoothly, but don't interfere with what is being said.

The NRS is bound by privacy legislation, and relay officers adhere to strict rules about the confidentiality of a caller's personal information.

  • Your communication is always kept private and confidential.

Services

Relay call options for everyone

  • Internet Relay
  • SMS Relay
  • NRS App

Other relay call options

  •  Video Relay (if you speak Auslan)
  •  Web browser Captioned Relay (if you speak your side of the conversation)
  • Speak and Listen (if you have trouble being understood on the phone)

Teletypewriter (TTY) legacy options

  • Type and Read
  • Speak and Read
  • Type and Listen

More Information

For more information on relay calls see Service Features and the following fact sheets:

A call through the National Relay Service

Published

Download PDF (377.01 KB) Download DOC (370.19 KB)
If you work in a contact centre or as a receptionist, you may occasionally receive calls from your customers through the National Relay Service (NRS). The NRS is an Australian Government initiative that enables people who are deaf or have a hearing or speech impediment to make phone calls in the same way as anyone else. People use the NRS when they need to talk to a hearing person who is using a phone. This includes contacting organisations like yours to do business over the phone. A call through the NRS is known as a relay call.