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
- 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.
- 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.
- 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.
- 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.
- 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.
MAKING A CALL IN AN EMERGENCY
- 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 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: firstname.lastname@example.org.
The NRS Helpdesk operates from 8 am to 6 pm, Eastern Standard Time.