National Relay Service

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.

There are also a number of convenient mainstream communications options for people who are deaf or have a hearing and/or speech impairment. Find out more information about these options on the Mainstream communications options page.

If you use a CapTel handset to access the National Relay Service, important changes are coming that could affect you. More information is in the 'New provider for the National Relay Service' news story.

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

• NRS Chat (previously known as Internet Relay)
• SMS Relay (if you text)
• SMS Relay (Text and Listen) (if you have trouble being understood on the phone)
• NRS App
• Video Relay (if you use Auslan)
• NRS Captions (if you speak your side of the conversation)
• Voice Relay (previously known as Speak and Listen) (if you have trouble being understood on the phone)

Teletypewriter (TTY) options

• Speak and Read (with the feature to listen to the caller)
• Type and Read
• Type and Listen

More Information

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