The National Relay Service

If you have difficulty hearing or speaking to people who use a phone, the National Relay Service (NRS) can help. DVConnect can still help you, you just need to contact us via the National Relay Service.

  • The NRS is free and confidential
  • There is no extra charge for making a relay call. You just pay your regular data or phone costs to make your call through the NRS.
  • All calls are confidential—your privacy is protected by law,
  • It’s simple. The NRS Helpdesk can assist you to get started, give you tips on making the most of your call, and help you with any call problems.


How a relay call works

  • A relay call allows you to communicate with a hearing person who is using a phone even if you can’t hear or don’t use your voice.
  • The NRS has specially trained staff called relay officers who are the central link in each relay call.
  • The relay officer converts voice to text or text to voice. Sometimes they convert from sign language to English.
  • Relay officers stay on the line throughout each call to help it go smoothly, but don’t change or interfere with what is being said.
  • Depending on your hearing and speech, you can choose from one or more relay call channels.


Internet Relay and SMS Relay


Internet Relay
  • You type your side of the conversation through the NRS app or website, and read the other person’s responses on your screen.
  • The NRS app has extra functions.
  • You need: a computer, tablet or smartphone and access to the Internet.


SMS Relay
  • You text your side of the conversation and read the other person’s responses texted to you by the relay officer.
  • You need: any mobile phone.



Specialised options

Captioned Relay

  • If you don’t hear well but can use your voice
  • You talk directly to the other person and read their words on your screen.
  • You need: a phone plus an internet connection—for example a phone plus a computer, or just a smartphone.

Speak and Listen

  • If you have difficulty being understood on the phone
  • Speak directly to the other person and listen as well. The relay officer will re-speak any of your words not understood by the other person. The
  • NRS app has extra functions.
  • You need: any phone.

Video Relay

  • If you want to use Auslan—Australian Sign Language
  • The relay officer communicates with you in Auslan and speaks with the other person in English. Available in limited hours.
  • You need: a good internet connection, and a tablet, a smartphone or a computer with a webcam.

TTY Teletypewriter

  • If you don’t use a computer or mobile phone you can use a teletypewriter (TTY) to make relay calls. 
  • A TTY is a specialised fixed-line phone that has a screen and a keyboard. 
  • You read what is said to you if you can’t hear, and type what you want to say if you can’t speak.
  • The TTYs are an old technology. Instead of using a TTY to make relay calls you could use internet relay if you have an internet connection, or SMS relay if you have a mobile phone.
  • If you need to contact emergency services, just ring 106 on your TTY and follow the prompts.



  • If you find yourself in an emergency which is either life threatening or where time is critical, you can make a relay call to fire, police and ambulance services.
  • You can just connect to the NRS and ask for Triple Zero (000).
  • The relay officer will stay on the line to relay the conversation.
  • Download the app



More information
More information about the National Relay Service can be found on the government website

Need help making a call?
For help with making relay calls, contact the NRS Helpdesk:
⦁ Phone: 1800 555 660
⦁ Fax: 1800 555 690
⦁ SMS 0416 001 350
⦁ Email: .
The NRS Helpdesk operates from 8 am to 6 pm, Eastern Standard Time.

I wish to sincerely thank you and the entire DVConnect team for their past and present assistance during these past few years of family turmoil. Without such a wonderful service it would be that much harder for women and children.

Jenny, Northgate Brisbane

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