The NRS complaints policy seeks to ensure a fair and effective response where anyone has a concern or complaint about the NRS. The policy also helps the NRS listen to customers, learn from customers and improve its service to customers.

Responding to complaints 

The National Relay Service (NRS) is a telephone relay service that allows Australians who are Deaf, or who have a hearing or speech communication difficulty to communicate with anyone who uses a standard telephone and vice versa. 

The NRS is an initiative provided under contract with the Commonwealth. The NRS is funded by a levy on eligible telecommunications carriers. 

The NRS consists of: 

  • The Relay Service — This provides a call centre where Relay Officers relay your calls to other people. 
  • The Outreach Service — This supports NRS users through Helpdesk activities and targeted stakeholder engagement functions. 

Have you got a problem or complaint about the NRS?

The NRS has a complaints policy which seeks to ensure a fair and effective response where anyone has a concern or complaint about the NRS. The policy also helps us (the NRS), listen to customers, learn from customers and improve our service to you. 

Anyone can make a complaint about the NRS. A complaint is an expression of dissatisfaction, concern or frustration with NRS services. You might have a complaint about the quality of NRS services; about the behaviour of an NRS staff member; about NRS policies and procedures that may impact adversely on you; or concerns about privacy or other matters. 

There are no charges for making a complaint to the NRS. 

If you have a problem or complaint, the NRS will make every effort to sort it out. We will: 

  • treat you with respect 
  • tell you what will happen while your complaint is being looked at, and keep you informed of progress 
  • tell you who will deal with the complaint 
  • be fair and open in the way your complaint is handled 
  • deal with your complaint in a timely manner and give you reasons for the decision we make about your complaint 
  • protect your privacy.

We are keen to hear any concerns you have as this helps to improve our services to you

The best way to help us give you a better service, and to answer your concerns, is by: 

  • telling us honestly, completely and accurately about what has happened 
  • telling us quickly about your concerns. Don’t sit on your problems 
  • treating our staff with courtesy.

The NRS may contact you about irregular calls through the NRS

NRS Outreach may contact you if there appear to be irregular, harassing or unwanted calls arising from your phone number. Please be aware that you must abide by the terms and conditions of use of the NRS. In summary: 

  • this means you must comply with the type of requirements that other phone users have when they use a phone service 
  • if the NRS believes someone is generating unwanted, harassing or illegal calls from your number, the NRS may contact you to check this and discuss further action.

How can you make a complaint?

You can lodge a concern or complaint in a number of different ways: 

  • by TTY: 1800 555 630—the NRS Helpdesk can take your TTY call and note details of your concern or complaint 
  • by phone: 1800 555 660—speak to the NRS Helpdesk who will take details of your concern or complaint 
  • by email: You should direct your feedback or complaint to helpdesk@relayservice.com.au 
  • by fax: 1800 555 690 to lodge your complaint by fax 
  • by SMS: 0416 001 350 to lodge your complaint by SMS 
  • in writing: You should direct your complaint to: 
    NRS Helpdesk 
    PO Box 99 
    Mount Clear VIC 3350 

What happens to your complaint?

The NRS will give careful attention to your complaint. The NRS will allocate a Helpdesk Customer Service Officer to take responsibility for seeing that your complaint is resolved.

The main steps of our complaints policy are as shown.

Step Description
Step 1:  An NRS Helpdesk (HD) Customer Service Officer (CSO) writes to you within two Business Days of receipt of your complaint. They will confirm with you that they have received your complaint. The responding CSO will remain the complainant’s primary contact throughout the process (unless NRS management is required to respond). Step 1: NRS Helpdesk Customer Service Officer contacts you [within two business days] to tell you they have received your complaint.
Step 2: We investigate your complaint. We will keep you informed about progress, contacting you within ten Business Days after acknowledging the initial complaint. Step 2: Your complaint is investigated. HD CSO contacts you within 10 Business Days to let you know progress.
Step 3: We report to you about the complaint. We aim to resolve your complaint within 20 Business Days of when you lodged the complaint. Early resolution may be possible simply by clarifying misunderstandings; however, if a complaint is complicated, it may take longer to resolve. If resolution of the problem is not possible (due to technical or NRS service limitations) then a clear explanation will be provided. This report/email should be non-technical language. Step 3: HD CSO sends you a report [within 20 Business Days or earlier] about your complaint. This report will outline actions the NRS has taken to resolve your complaint.

 

What happens if you aren't happy with the outcome of the complaint?

Sometimes it is not possible to sort out a complaint completely. If so, the NRS Customer Service Officer managing your complaint will work with you to look at other ways to address your concerns.

If you are not happy with the outcome of your complaint, you can do a number of things:

  • You can ask us to check its decision about your complaint, or the way we handled it. This request should be in writing to the NRS Helpdesk (Helpdesk@relayservice.com.au). If required, the complaint may be escalated to the Service Delivery Manager at NRS Outreach.
  • If your complaint is about telecommunications issues or how your complaint has been handled by the NRS you can contact the Telecommunications Industry Ombudsman (TIO). The TIO provides a free and independent service to consumers with complaints about their telephone or internet service. Details for contacting the TIO:
  • If your complaint is not covered by the responsibilities of the TIO, you can contact the Australian Consumer and Competition Commission (ACCC) or the Office of Fair Trading in your State or Territory. The ACCC can provide advice to consumers and businesses about their rights and obligations under the Trade Practices Act 1974; and can assist in resolving a dispute by directing parties to appropriate complaints resolution options. The consumer protection work of the ACCC complements that of the State and Territory Offices of Fair Trading which administer similar legislation within each state or territory.

Details for contacting the ACCC:

Phone: 1300 302 502 (Australian callers)
Postal Address: GPO Box 3131, Canberra ACT 2601

Details for contacting the Offices of Fair Trading:

There is an Office of Fair Trading in each state and territory.

State Phone Website
NSW 13 32 20 or 02 9895 0111 www.fairtrading.nsw.gov.au(Opens in a new tab/window)
NT 1800 019 319 or 08 8999 1999 www.consumeraffairs.nt.gov.au(Opens in a new tab/window)
ACT 13 22 81 or 02 6207 5111 www.accesscanberra.act.gov.au(Opens in a new tab/window)
QLD 13 74 68 or 07 3405 0785 www.qld.gov.au/law/fair-trading(Opens in a new tab/window)
SA 131 882 www.cbs.sa.gov.au(Opens in a new tab/window)
TAS 1300 654 499 www.consumer.tas.gov.au(Opens in a new tab/window)
VIC 1300 558 181 or 03 86840735 www.consumer.vic.gov.au(Opens in a new tab/window)
WA 1300 304 054 www.commerce.wa.gov.au(Opens in a new tab/window)

 

Downloads

Download a copy of the National Relay Complaints Policy.

National Relay Service - Complaints Policy (PDF, 242.37 KB)