National Relay Service (NRS)

The National Relay Service (NRS) is a Federal Government initiative which enables individuals who are Deaf or have hearing loss or speech difficulties to communicate using the telephone. The service is also available for anyone who wants to call an individual with a hearing or speech impairment. There are no additional charges associated with using the National Relay Service other than standard call costs.

There are several different relay call options including:

• Calling someone with an impairment—make a call to someone who is Deaf, hearing or speech impaired using the relay officer as the intermediary
• Emergency calls—special numbers are dedicated to emergency calls only for TTY users and speak and listen callers
• Internet relay calls—type conversation and read responses on the computer or mobile phone.  Calls can be made through the National Relay Service website or through instant messaging.
• Type and read—type the conversation and read the response on TTY or textphone
• Type and listen—for those with speech or communication difficulties, type the conversation and listen to the response
• Speak and listen—for individuals with speech difficulties, the relay officer re-speaks what is said.

The National Relay Service also offers free TTY training to individuals, groups and businesses upon request. For information on TTY training visit the NRS, National Relay Service  (link will open in a new window) or contact them on:

• Voice: 1800 555 660
• TTY: 1800 555 630
• FAX: 1800 555 690
• SMS: 0416 001 350

Using a TTY and the National Relay Service does have limitations including:

• only one person can 'talk' at a time and interruptions aren’t possible without causing letter jumbling
• the optimum typing speed performance is 65 words per minute at best depending on the typist, compared to 240 – 300 words equivalent per minute in spoken or signed communication
• requires a comprehensive understanding of the English language to fully communicate with hearing peers, and for many people that are Deaf, English is their second language
• not being able to fully convey the emotional content of the conversation makes it difficult to gauge whether the speaker on the other end is happy or angry
• requires turn-taking signals such as GA, ‘Go Ahead’, which can cause delays.

The National Relay Service can now also be accessed via mobile phones as TTY’s are also now able to be used with some types of mobile phones. An adapter is required which allows the TTY to be plugged into the mobile phone which allows the device to be used as a standard TTY via the mobile network.

Computer software is also available which allows the computer to act as a TTY using the National Relay Service. 

Workplace solutions and adjustments

Many occupations require people to communicate over the telephone. The National Relay Service can assist people with a hearing or speech impairment to effectively carry out this communication. For alternative methods for individuals with hearing or speech impairment to communicate in the workplace see the links below:

• Assistive listening systems
• VOIP, Social Networking sites and video calling 

References

Apple 2011, Apple iPhone TTY adapter, Apple Inc., Sydney, viewed 15 May 2011, http://store.apple.com/us/product/MA854G/A.

Deaf Australia Inc. 2010, What is Deaf equivalent to Voice Telephony, Deaf Australia Inc., Brisbane, viewed 15 May 2011, http://www.deafau.org.au/info/paper_voctel.php.

National Relay Service 2007, Call options, National Relay Service, Balmain, viewed 15 May 2011, http://www.relayservice.com.au/making-a-call/.

Would you like more information?

• National Relay Service (NRS)
• Telephones—captioning
• Telephones—mobile phones
• Video relay service (VRS)