The NRS consists of:
- a Relay Service Provider which runs the call centre where relay officers relay your calls to other people, and
- an Outreach Service Provider which runs the outreach service to provide a Helpdesk, and education and information activities which support awareness, training and use of the NRS.
The NRS has a large call centre in Brisbane which relays calls from and to anywhere in Australia. There are approximately 120 staff who work different shifts to keep the relay service available 24 hours per day, every day of the year.
The relay officers relay each call and stay on line to help the call go smoothly.
We regularly survey NRS customers and act on feedback to work out ways we can improve our service.
The current relay service contract is managed by Australian Communication Exchange.
An education and information team with staff based in all mainland states works across Australia to help people use the NRS. There is also a central Helpdesk. Between them they provide information, advice and training to current, new and prospective users. They can come to you. They can help you find the information you need.
The current outreach service contract is managed by WestWood Spice.
NRS performance reports
These reports are published regularly by the Australian government on the performance of the National Relay Service.
NRS service plans
Each year we publish a summary of the contract arrangements between the Australian Government and the providers of the service. These are known as NRS service plans and cover priorities, performance standards, privacy policies and the complaints handling process.