The National Relay Service (NRS) has been reaching out to organisations regularly contacted by NRS to discuss call refusals.
Call refusals are when someone being called through the NRS refuses to take the call. Some people do not know about the NRS and think it is a scam. Others do not realise there are legal exceptions for the NRS with regards to privacy laws and activities such as banking.
The NRS is developing a training package for the organisations to help spread awareness about the NRS. This training will include:
- How relay calls work and how to handle a relay call
- Privacy laws and the responsibilities of call recipients
- The rights of NRS users
- How to best support NRS users
We understand call refusals are very frustrating for NRS users and this effort to reduce call refusals is part of the commitment to continuous improvement of the NRS.
You can find out more about improvements to the National Relay Service on Access Hub.
The video below has no sound. It provides an Auslan translation of the information contained in this article.