Many of your deaf, hearing-impaired and speech-impaired customers will refer to your website to get exact information on how they call you.
So it's important to make sure that the site has clear and up-to-date information that makes it easy to contact you.
Do a search
Search your website for any existing references to:
| National Relay Service | Deaf |
| NRS |
hearing impaired |
| TTY |
speech impaired |
| teletypewriter / textphone |
internet relay |
Go to your Contact us or similar page and check whether it contains any information for people who are deaf or have a hearing or speech impairment, or any references to a TTY line.
Where there is existing information on your website that requires updating, or where you are developing completely new content you can follow the suggestions below. If there is a TTY line mentioned on your website, consider whether you need to keep this.
Tips for your website content
Give all three access points
People can phone you through the NRS in three different ways:
- a phone number for those customers who use a TTY.
- a phone number for those who have a speech impairment (but still use their own voice and can hear) and can use an ordinary handset
- internet relay for those users who prefer to phone online.
It is important you refer to all three access points (see examples below) on your website.
Include embedded links to the NRS
This allows existing NRS users to begin using our internet relay service immediately. It also allows those customers who do not know about the National Relay Service, but who have a hearing or speech impairment and might benefit from using it to find out more.
Keep NRS information up front
Information about the National Relay Service should not be buried but instead should be easily accessible toward the front of the website. Ideally, the information should go on your Contact us, or similar page.
Consider cross referencing
You may also wish to mention your Relay Service friendliness in other places on your website, such as under Corporate responsibility, Community, or other pages relevant to accessibility and customer service.
Include key words
Customers searching for relay service information on your website will search by key words such as ‘deaf', ‘hearing impairment', ‘speech impairment', ‘relay' etc. By using the specific wording we provide below, customers will be able to find your NRS information quickly and easily.
Advertising your phone numbers
If you advertise a standard, mobile, 1300 or 1900 number, your text should read something like this:
If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service [embed a link here to www.relayservice.gov.au]:
- TTY users phone 133 677 then ask for [insert your preferred business number]
- Speak and Listen users phone 1300 555 727 then ask for [your preferred business number]
- Internet relay users connect to the NRS [embed a link here to www.iprelay.com.au/call/index.aspx] then ask for [your preferred business number]
If you advertise an 1800 toll-free number, your text should read something like this:
If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service [embed a link here to www.relayservice.gov.au]:
- TTY users phone 1800 555 677 then ask for [insert your 1800 toll-free number]
- Speak and Listen users phone 1800 555 727 then ask for [your 1800 toll-free number]
- Internet relay users connect to the NRS [embed a link here to www.iprelay.com.au/call/index.aspx] then ask for [your 1800 toll-free number]
Keep the wording simple and feel free to send drafts to our Helpdesk - we will be happy to give advice.
