Resources

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A message from users of the National Relay Service - 18 August 2010
Real users of the NRS send a short message to the staff of contact call centres.

The message asks call centre staff to remember that they will occasionally receive calls via the NRS. Even though NRS users have hearing or speech impairments they are your customers too and need the same level of professional service as anyone else.

Video prepared for Hearing Awareness Week August 2010.

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Your guide to the National Relay Service - 7 July 2010
This 28-page booklet covers everything that new users need to know about making relay calls. Sections include the nature of relay calls and the different call options, getting started, TTYs, internet relay calls, privacy, tips on making calls go smoothly, emergency calls, calling an NRS user, overseas calls and costs. » more

Interviews with business champions - 21 May 2010
Senior managers at the St George and Commonwealth banks explain why being Relay Service Friendly is important for their organisations. And Suzanne Colbert from the Australian Employers' Network on Disability sets out the sorts of benefits that can flow to businesses that ensure they provide full accessibility for customers and staff with hearing and speech impairments.

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Account forms - 8 March 2010
Use these forms if you need to set-up an NRS account for overseas or reverse charge calls. You can also change your details such as phone number, address or PIN. » more

A gift of independence - for someone losing their hearing - 14 March 2009
6-panel DL brochure. Aimed at the family and friends of men who are losing their hearing. Includes info about TTYs and the Speak and Read call option - with diagram. » more

Being Relay Service friendly - 3 May 2009
An A4 information sheet for businesses and other organisations setting out the five steps to being Relay Service friendly. Explains how to make sure that customers with hearing or speech impairments can easily find out how to phone your organisation through the NRS. » more

Bill's story - 19 November 2009
Aged in his eighties, Bill had always enjoyed good hearing - until he went deaf almost overnight. His dramatic hearing loss coincided with his wife’s hospitalisation, resulting in a family crisis. Bill was at home alone and unable to use the phone to get vital information on his wife’s condition. See this short video on how Bill and his family found a timely solution in the National Relay Service.

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Braille info card - 21 April 2009
A card for people with vision impairments with key contact information about the NRS » more

Call anyone, anytime - 17 March 2009
A3 poster. Internet relay calls are great even if you are on the move. » more

Call centres and the National Relay Service - 4 July 2008
A4 factsheet. For customer service representatives in call centres who need to handle calls through the NRS from time to time. What you need to know about relay calls, privacy issues, and tips for managing a call. » more

Caller cards - 28 July 2009
These small cards can be used to give to anyone who may need to contact you - for example doctors, agencies, businesses. A sort of business card. They provide the relevant NRS access phone number and simple instructions on how to make a relay call to a person with a hearing or speech impairment. There are two versions of the card. One for calling a TTY user, the other for calling a Speak and Listen user. » more

Complaints policy - 25 March 2008
Anyone can make a complaint about the NRS. The NRS complaints policy seeks to ensure a fair and effective response and also helps us to listen, learn and improve our service. » more

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