Service features

Connection options for everyone

Internet Relay

You can make Internet Relay calls using the NRS app or by going to the Internet Relay call page

Connecting to the NRS through Internet Relay is similar to online instant messaging, with the user typing their side of the conversation on a computer, tablet or smartphone and then reading the responses of the other person as text provided by the relay officer.
The NRS app provides additional benefits for Internet Relay users.

More information

For information on the benefits of using the NRS app when using this option, read Fact sheet 1 - Internet Relay.
For a detailed step-by-step explanation about how to use this option, read the Internet Relay instruction sheets:

1.1 Internet Relay – making a call
1.2 Internet Relay - answering a call
1.3 Internet Relay - call to emergency services

SMS Relay

You can use any type of mobile phone to make a SMS Relay call.

Type a short text message (160 characters) on the phone and read the responses from the other person when the relay officer texts them back.

More information

For information on equipment you need and things to remember when using this option, read Fact sheet 2 - SMS Relay.
For a detailed step-by-step explanation about how to use this option, read the SMS Relay instruction sheets:

2.1 SMS Relay - making a call
2.2 SMS Relay - answering a call
2.3 SMS Relay - call to emergency services

NRS app

The NRS app offers a range of extra features for users of Internet Relay and the Speak and Listen service, including:

saving messages for different services which need to be used during a call
saving Quick Phrases, personal details and contact information to insert into calls
sending location details using the GPS function.

More information

For more information on downloading the app and its benefits, read Fact sheet 3 - NRS app.
For a detailed step-by-step explanation about how to use the app, read the NRS app instruction sheets:

3.1 NRS app Internet Relay - making a call
3.2 NRS app Internet Relay - answering a call
3.3 NRS app Internet Relay - call to emergency services
3.4 NRS app web browser Captioned Relay - making a call
3.5 NRS app web browser Captioned Relay - answering a call
3.6 NRS app web browser Captioned Relay - call to emergency services
3.7 NRS app Speak and Listen - making a call
3.8 NRS app Speak and Listen - call to emergency services

Other connection options

Video Relay

Video Relay allows an Auslan user to connect to a hearing person when a phone call is required. The service uses Skype, which is available free on the internet.
The Auslan user signs their side of the conversation and the relay officer signs the responses of the other person back to them.

More information

For detailed information on equipment you need, when you can make calls and using the NRS app, read Fact sheet 4 - Video Relay.
For a detailed step-by-step explanation about how to use this option to make and receive calls read the Video Relay instruction sheets:

4.1 Video Relay - making a call
4.2 Video Relay - answering a call
4.3 Video Relay - call to emergency services

Web browser Captioned Relay

Web browser Captioned Relay is for people who find it hard to hear on the phone but want to use their own voice in the conversation.
They speak directly to the other person and can listen to the responses or wait to read them shortly afterwards on their screen after the responses have been captioned by the relay officer.
You can make a Captioned Relay call by going to the Captioned Relay call page

More information

For detailed information on equipment you need and how to use this option, read Fact sheet 5 - web browser Captioned Relay.
For a detailed step-by-step explanation about how to use this option to make and receive calls, read the Captioned Relay instruction sheets:

5.1 Web browser Captioned Relay - making a call
5.2 Web browser Captioned Relay - answering a call
5.3 Web browser Captioned Relay - call to emergency services

Speak and Listen

Speak and Listen phone calls are for people who find it difficult to use the phone because of a speech impairment.
They speak directly with the other person, and a relay officer is on the line to re-say any of their words if needed. If they are using the NRS app they can also send and receive part of the conversation as text.
There are two versions of Speak and Listen: a standard version for landlines or mobile phones and another that uses the NRS app on smartphones which offers extra features.

More information

For detailed information on equipment you need and how to use this option, read Fact sheet 6 - Speak and Listen.
For a detailed step-by-step explanation about how to use this option to make phone calls, read the Speak and Listen instruction sheets:

6.1 Speak and Listen - making a call
6.2 Speak and Listen - answering a call
6.3 Speak and Listen - call to emergency services

To set up a Speak and Listen Profile with the NRS, complete the following form:

Speak and Listen new profile request form

The form can be completed on-line then printed or printed and completed by hand. Instructions about where to send the completed form are included at the end of the form.

Teletypewriter (TTY) legacy options

The TTY is a special piece of phone equipment which allows users to type or speak their side of the conversation, with a small display screen where the other person's response can be read.
Three types of TTY calls can made through the relay service.

Speak and Read

The NRS user speaks directly to the other person and reads their responses—typed by a relay officer—on their TTY.

Type and Read

The NRS user types their side of the conversation and reads the other person's responses – typed by a relay officer – on their TTY.

Type and Listen

The TTY can also be used by someone who has difficulty speaking on the phone but can hear adequately. They type their side of the conversation, with a relay officer reading the words out to the other person. The NRS user can then listen to the other person's reply directly on their phone.

More information

For more information about TTY calls, read Fact sheet 7 – TTY Options.
For a detailed step-by-step explanation about how to use TTY call options, read the instruction sheets:

7.1 TTY Speak and Read - making a call
7.2 TTY Speak and Read - answering a call
7.3 TTY Speak and Read -call to emergency services
7.4 TTY Type and Read - making a call
7.5 TTY Type and Read - answering a call
7.6 TTY Type and Read - call to emergency services
7.7 TTY Type and Listen – making a call
7.8 TTY Type and Listen – answering a call
7.9 TTY Type and Listen – call to emergency services
To set up a TTY Profile with the NRS, complete the following form:

TTY new profile request form

The form can be completed on-line then printed or printed and completed by hand. Instructions about where to send the completed form are included at the end of the form.