Voice Relay

How does a Voice Relay call work?

Flow chart demonstrating how a Voice Relay call works. Long description located below image. — A Voice Relay call begins with you speaking your side of the conversation. The Relay Officer will respeak some or all of your words as needed. The other person listens. The other person talks. You listen to the responses and the steps are repeated.

What equipment is needed?

Any type of phone can be used to make standard Voice Relay calls. If using the NRS app, a smartphone or tablet with an internet connection is needed.

How much will it cost?

A call from a landline phone will cost the same as any other call to a 13/1300 phone number depending on your phone plan. The cost of calls from a mobile phone will also depend on your phone plan.

If you want to make Voice Relay calls through the NRS app, broadband data costs will apply to download the NRS app and make calls.

Step-by-step instructions

- 1.
  
  Dial 1300 555 727.
- 2.
  
  Or you can make a Voice Relay call using the NRS app.
  
  Select Voice Relay (Assisted Speak + Listen) and tap Connect with a relay officer.
- 3.
  
  Listen to the message. You will be asked to press 1 if you want to make a call to emergency services.
  
  Just wait on the line if it’s a normal call.
- 4.
  
  The Relay Officer will:
  
  Ask if you want to discuss the call first
  
  ask for you for the area code and phone number to call or the name on your Caller List.
- 5.
  
  The Relay Officer will dial the number.
  
  Wait for the Relay Officer to introduce your call to the other person.
  
  Wait until you hear “Go ahead caller”.
- 6.
  
  Talk to the person you have called.
  
  The Relay Officer will help if the person can’t understand you.
- 7.
  
  When finished say “Goodbye”.
- 8.
  
  The Relay Officer will ask if you would like to make another call.
- 9.
  
  If yes, give the name or phone number or end the call.
- 1.
  
  To receive a Voice Relay call through the NRS, your caller will need to call the NRS on 1300 555 727 and:
  
  provide your number and name; and
  
  ask to be connected to you.
- 2.
  
  Your telephone will ring. Answer the call.
- 3.
  
  Listen to the Relay Officer.
- 4.
  
  Talk to the person who called you.
- 5.
  
  The Relay Officer will help if the person can’t understand you.
- 6.
  
  When finished, say ‘Goodbye’ and end the call.
- 1.
  
  Call 1800 555 727, press 1, and ask for Triple Zero (000).
- 2.
  
  Tell the Relay Officer which service you need – Fire, Police or Ambulance.
- 3.
  
  The Relay Officer will connect you to the Emergency Services Officer (ESO).
- 4.
  
  Listen and answer the ESO’s questions. The Relay Office will help if the ESO can’t understand you.
- 5.
  
  Do not hang up until the Relay Officer tells you the call is finished.