Service features

Relay call options

NRS Chat (previously known as Internet Relay)

You can make NRS Chat calls using the NRS app or by going to the NRS Chat call page.

Connecting to the NRS through NRS Chat 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.

More information

For information on equipment you need and things to remember when using this option, read Fact sheet 1—NRS Chat.
For a detailed step-by-step explanation about how to use this option, read the NRS Chat instruction sheets:

1.1 NRS Chat—making a call
1.2 NRS Chat—answering a call
1.3 NRS Chat—call to emergency services.

SMS Relay

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

Type a text message 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 2A—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.

SMS Relay (Text and Listen)

You can use any type of mobile phone to make a SMS Relay (Text and Listen) call

Type a text message on the phone and listen to the other person's response.

More information

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

2.4 SMS Relay (Text and Listen)—making a call
2.5 SMS Relay (Text and Listen)—answering a call
2.6 SMS Relay (Text and Listen)—call to emergency services.

NRS app

A new NRS app was launched in November 2019. You can make NRS Chat, NRS Captions, Voice Relay and Video Relay calls on the app. The app has been redesigned to be more user friendly and accessible and will be further developed with more features and enhancements added, based on user feedback. If you have feedback on the new app, please contact the NRS Helpdesk.

More information

You can download the new app from the Google Play or Apple App Store.
For information on the equipment you need and how to use this option, read Fact Sheet 3—NRS app.
For a detailed step-by-step explanation about how to use particular NRS call options through the app, read the instruction sheets for the call option (i.e. NRS Chat, NRS Captions, Voice Relay and Video Relay) you want to use.

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. You can make Video Relay calls by accessing Skype on your device or through the NRS app.

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

A new process for making Video Relay calls was introduced on 20 November 2019.

The old NRS VIDEO RELAY contact will no longer work and should be deleted from Skype contacts.

To access the new NRS VIDEO RELAY SERVICE Skype contact, type bit.ly/2SQSHw4 into your browser.

Video Relay is available 7am to 6pm (Eastern Standard Time) Monday to Friday except for national public holidays.

For detailed information on equipment you need, and things to remember when using this option, read Fact sheet 4—video relay.
For a detailed step-by-step explanation about how to use this option to make and receive calls, watch the following Auslan videos:

Preparing to make Video Relay Calls through the National Relay Service

Making a Video Relay call through the National Relay Service

NRS Captions

NRS Captions 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 an NRS Captions call by using the NRS app or by going to the NRS Captions page.

More information

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

5.1 NRS Captions—making a call
5.2 NRS Captions—answering a call
5.3 NRS Captions—call to emergency services.

Voice Relay (previously known as Speak and Listen)

Voice Relay 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.

There are two versions of Voice Relay: a version for landlines or mobile phones and another that uses the NRS app on smartphones.

More information

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

6.1 Voice Relay—making a call
6.2 Voice Relay—answering a call
6.3 Voice Relay—call to emergency services.

To set up a Voice Relay new profile with the NRS, complete the following form:

Voice Relay new profile request form

The Voice Relay new profile request 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) 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. There is also a feature to listen to the caller's response.

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. The user can also listen to the caller's response. The volume can be turned up or down.

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 7A—TTY Speak and Read, Fact Sheet 7B—TTY Type and Read and Fact Sheet 7C—TTY Type and Listen .
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.

TTY new profile request form

The TTY new profile request 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.