Calling the NRS

• When you call the NRS, a computer first checks to see if you are a voice user. If not, it will check to see if you are calling from a TTY, through TTY imitation software or through internet relay.
• The computer will then dial the number you have entered. At that point, the computer will be taken over by a relay officer who will introduce him/herself and advise you of the status of the call.
• If you make a mistake in the phone number, don't worry. The computer will either ask you again or automatically transfer you to a relay officer who will ask you for the number and dial it for you.
• Try to have all the numbers you wish to call ready. If you do not know the number, ask for Directory Assistance.
• If the number has not answered, the relay officer will tell you there was no answer. You can call another number if you like.
• If the number you want to call is engaged you may ask the relay officer to try it again up to three more times. If it is still engaged, call the NRS again later.
• If there is an answerphone or voicemail, you can leave a message. Remember to give the NRS number as well as your area code and phone number if you want someone to ring you back. Relay officers do not automatically add this information to the message.

Troubleshooting

• Occasionally your call may be cut off, your voice may not be heard or words may become mixed up (jumbled). These are technical faults. Note that relay officers do not decide to disconnect calls themselves except if the caller is abusive.
• When jumbling occurs on your TTY you can sometimes fix it by pressing the space bar twice.
• If the problem still occurs, check for other causes. Background noises (television, planes flying over, children yelling) or proximity to electrical equipment may cause jumbling. Sometimes jumbling is caused by noise on the phone line which is a phone company problem. You may want to check if you can use your TTY by phoning another TTY user. You can also check if you have a line problem by trying your TTY next door. If you are still having problems, we recommend you get your TTY checked.

Telling people that you use the NRS

Many people that you deal with might not be aware that you use the National Relay Service for your telephone calls. They might not even understand what a relay call or use of a TTY involves.

In places where you advertise your phone number, for example as part of your "signature" on emails, you might want to include a short explanation and a link back to this website.

Example of what you could say as part of your email signature

" [Your phone number] (Please note that I have a hearing impairment and that this is a TTY phone. A relay officer from the National Relay Service will type your words to me as you speak. To learn more see www.relayservice.com.au) "