General

1  What is an internet relay call?

2  How can I make an internet relay call?

3  How does it work?

4  What sort of internet connection do I need?

5  Do I need to be at a computer to make a call?

6  What are the benefits of internet relay?

7  Are there any downsides?

8  What hours can I make an internet relay call?

9  Are my calls confidential?

10  Can I receive NRS calls via internet relay?

11  Can I make a 106 emergency call using internet relay?

12  Will I be able to use my own voice?

13  Can I make Speak and Read (voice carry-over) or Type and Listen (hearing carry-over) relay calls through internet relay?

14  What about if I am a Speak and Listen (SSR) user?

15  Can I make an internet relay call to a TTY user?

16  Can the NRS provide a transcript of a call?

17  Can I provide instructions to the relay officer for my call?

18  Can I retrieve my answering machine or voice mail messages?

19  Can I use internet relay to ring an 1800 number?

20  Can someone log in as me and make an internet relay call?

21  Can I make conference calls using internet relay?

22  When I tried to book a taxi through a central booking service they got very muddled about where I was located. What's happening?

23  I have been an NRS user for a long time. Will I still have a ‘profile' for internet relay?

24  Can internet relay include video relay?

25  Why can't the text be sent as I type it just like on a TTY so that the relay officer and I can both see each other's text when we type?

26 If I am blind or vision impaired, can I make an internet relay call?

27 Can I use voice recognition software (VRS) to make an internet relay call?

Overseas calls

Can I make internet relay calls to international or 1900 premium-rate numbers?

If I am overseas can I make an internet relay call from my laptop or another computer?

GENERAL

1  What is an internet relay call?

Internet relay is a particular way to make a Type and Read call. You can make an internet relay call on your computer, laptop or certain brands of internet-enabled (3G) mobile phone.

2  How can I make an internet relay call?

You can commence an internet relay call via a web page on the NRS website http://www.relayservice.com.au/; or

You can use MSN messenger; or

You can use AOL (AIM) messenger

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3  How does it work?

If making the call from the NRS website:

• Follow the prompts on the screen until you get to the call page and then type in the area code and number you wish to call.
• Below is an image containing six letters. You should enter these letters into the word verification box below (this is for security purposes).
• Click "Connect".
• The relay officer will contact the number you wish to call.
• Once the relay officer has told you that you are connected you can start typing your conversation in the conversation box.

If making the call via instant messenger:

• Open the application and type in the contact/buddy name (nrsiprelay@iprelay.com.au for MSN; nrsiprelay for AOL)
• Send an instant message to this contact/buddy by typing ‘call' into the conversation window and press ‘Send'
• You will be directed to a page which asks you to enter the area code and number you want to call into a box.
• Below this box there is an image containing six letters. You should enter these letters into the word verification box below (this is for security purposes).
• Then click "Connect".

4  What sort of internet connection do I need?

You can make an internet relay call through any internet connection: dial-up, cable broadband or ADSL broadband.

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5  Do I need to be at a computer to make a call?

Not necessarily. Internet relay needs an internet connection. You can access internet relay through a:

• PC or Mac
• laptop
• certain brands of internet-enabled mobile phone (also known as a 3G phone or smartphone) using Windows software.

6  What are the benefits of internet relay?

• it is easier to see more text on a computer screen than on the smaller TTY screen
• the full-size computer keyboard is easier to use than that on a TTY
• greater mobility, eg you can use a laptop or 3G phone when away from home or office
• you are not dependent on a TTY
• calls are free (apart from your normal internet connection costs). Exceptions are internet relay calls to overseas numbers or calls to premium (1900) numbers within Australia (you will need an NRS account to make these calls).

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7  Are there any downsides?

• you cannot receive calls through internet relay. You can only initiate calls.
• if you are a Speak and Read (voice carry-over), or a Type and Listen (hearing carry-over) caller, you can't make these types of calls using internet relay. You can of course make a Type and Read call.
• any 'emoticons' (smileys etc) will not be relayed by relay officers during your call.
• internet relay calls may not always work successfully when you are calling an organisation that uses an automated system of routing calls to different locations. These might include taxi companies or large fast food retailers with centralised phone numbers. The reason for the problem is that these phone systems cannot pick up the location of your computer (as opposed to location of a landline or TTY).

8  What hours can I make an internet relay call?

Anytime! Internet relay calls, like all NRS calls are available 24 hours a day, every day of the year.

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9  Are my calls confidential?

All internet relay calls are specially encrypted - similar to bank and credit card transaction websites - so your calls are very secure. Our call centre also has security features and strict policy guidelines to safeguard the privacy of your relay calls and any user-identifiable information from unauthorised access or improper use. The NRS will continue to enhance our security procedures as new technology becomes available.

The National Relay Service does not keep any records of your communications except for short-term training purposes or where required by law.

It is illegal for a relay officer to disclose the nature or content of your conversations to anyone at anytime. Relay officers and other NRS staff receive extensive and practical training about their legal and ethical responsibilities. All relay officers and other NRS staff sign a confidentiality agreement when they start work. Relay officers do not discuss the actual contents of particular user conversations or messages in any way except for disclosing information to supervisors for the purposes of training and improving customer service. The only exceptions are when the information relates to a complaint against the relay officer or the NRS.

10  Can I receive NRS calls via internet relay?

No. You can only make outgoing calls with internet relay

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11  Can I make a 106 emergency call using internet relay?

No, you can't make calls to the priority 106 text emergency service which is accessible to TTYs only, although relay officers will connect you to the 000 voice emergency service if you request it or explain that you have an emergency. However, because the NRS cannot identify your call as an emergency call until you are connected to a relay officer, you will not receive any queue priority (unlike 106 calls).

12  Will I be able to use my own voice?

No, internet relay is a form of Type and Read call. The relay officer can only receive type not voice from the person initiating the call.

13  Can I make Speak and Read (voice carry-over) or Type and Listen (hearing carry-over) relay calls through internet relay?

No, not at present. However, internet relay is not restricted to callers who have previously only used Type and Read on their TTYs. Speak and Read, or Type and Listen users can still make internet relay calls, but they have to do it in Type and Read mode.

14  What about if I am a Speak and Listen (SSR) user?

Internet relay is not restricted to callers who have previously only used Type and Read on their TTYs. Speak and Listen users can still make internet relay calls, but they have to do it in Type and Read mode.

15  Can I make an internet relay call to a TTY user?

Yes.

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16  Can the NRS provide a transcript of a call?

No, the National Relay Service is not permitted to save/store/record any customer conversations except for short-term training purposes. However, you are able to save and print your internet relay conversations.

17  Can I provide instructions to the relay officer for my call?

Yes. Once connected to a relay officer you can give instructions by typing them in the message window.

18  Can I retrieve my answering machine or voice mail messages?

Yes. As with other NRS calls, the relay officer can help you retrieve messages from your answering machine or voice mail. Just type your instructions to the relay officer including the code for accessing messages. Provided your phone line is not busy, the relay officer will retrieve your messages and relay them to you through the relay display screen while you wait.

19  Can I use internet relay to ring an 1800 number?

Yes, just as you can with any other NRS call. You don't need to ring a special 1800 number as you do with a TTY call.

However, you should be aware that some calls to 1300 or 1800 numbers may not work with internet relay. This is because some 13/1800 numbers, particularly for state-based organisations, are restricted to calls from that particular state. Even though you live in that state, your call to the NRS might go via one of our call centres in another state. With internet relay calls, the NRS cannot tell which state you are calling from, so we may not be able to connect you with the requested 13/1800 number.

If you are having problems making a 13/1800 internet relay call, either:

• try to find out if the organisation has another number (not a 13/1800 number) you can call by internet relay, or
• call the 1300 number or 1800 number through the NRS by TTY or modem.

20  Can someone log in as me and make an internet relay call?

Yes, just in the same way anyone could use your TTY and pretend to be you. However with a computer you can control your security settings (passwords etc) to stop other people using it.

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21  Can I make conference calls using internet relay?

No, you can only make one-to-one calls.

22  When I tried to book a taxi they got very muddled about where I was located. What's happening?

This can be a problem for services using centralised call numbers that are routed to local service outlets (eg taxi, pizza companies etc) because the central phone system cannot pick up the location of your computer. To make this type of call through the NRS you should use Type and Read, Type and Listen, Speak and Read or Speak and Listen - not internet relay.

23  I have been an NRS user for a long time. Will I still have a ‘profile' for internet relay?

No. Since internet relay is only for Type and Read calls, the relay officer will automatically know that the call is an internet relay call but not who it has come from.

24  Can internet relay include video relay?

No, internet relay is a form of Type and Read. There is no video component.

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25  Why can't the text be sent as I type it just like on a TTY so that the relay officer and I can both see each other's text when we type?

Internet relay works differently from TTYs. It uses the instant messaging model where the text is not delivered to the other party until the Send button is clicked. This allows you to check or amend the text before sending it if you want to. There will be a system message on your screen saying the relay officer is typing before the relay officer clicks ‘Send' and you get the whole block of text.

26 If I am blind or vision impaired, can I make an internet relay call?

Yes, but you will need a screen reader, screen magnifier, talking web browser or other adaptive technology. These are different types of software or hardware that can help you adapt your computer so that you can better see the text or have it read out to you.

If you have a Windows operating system you will have a basic built-in screen reader known as Narrator. With Windows XP go to Start > Programs > Accessories > Accessibilty to get to Narrator. If you have Windows Vista, you can go to Control panel > Ease of access centre to get Narrator going.  

You could also have a look at the Microsoft information about adaptive technologies.

If you have a Macintosh there is a Mac VoiceOver screen reader.

Vision Australia researches, demonstrates, advises and sells a range of adaptive technologies. They also have a link to more information about various technologies and products.

27 Can I use voice recognition software (VRS) to make an internet relay call?

Yes but only through instant messaging applications (MSN or AOL) as these are already configured to work with voice recognition software. However, you cannot make a relay call through our website if your computer relies on voice recognition software.

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OVERSEAS CALLS

Can I make internet relay calls to international or 1900 premium-rate numbers?

Yes. You will need to have a National Relay Service account and you will be charged the relevant fee for these calls.

If I am overseas can I make an internet relay call from my laptop or another computer?

No, you will get a ‘foreign location' error message. Internet relay is a service provided to Australian residents who are deaf or have a hearing or speech impairment while they are in Australia.