This is guaranteed in disability legislation around Australia.
People with hearing or speech impairments have difficulty using the phone but still need to be able to discuss options, make appointments, get important information and do all the things that other phone users do through your organisation.
Remember if it's a customer on the line - you must accept the call.
The Australian Human Rights Commission has made it clear that customers of any business or clients of any service provider are entitled to access to the business, service provider or government agency’s telephone service using the NRS. Refusal to provide a service to a person with a disability via the NRS could result in a disability discrimination complaint.
See the commission’s FAQs on the rights of NRS users under disability legislation.
The commission also provides other useful information on the rights of people with disabilities to access your goods, services and facilities:
- a general guide to the rights of people with disabilities
- information specifically relating to the provision of goods, services and facilities for people with disabilities
- if you are a government agency, see information on equal access to government programs.