Contacting the NRS Helpdesk – FAQs

pic of Helpdesk operator

I emailed the NRS Helpdesk several hours ago and have not had any response?

The Helpdesk sends messages back to all customers.

If you have used one of our website feedback forms and have received an online acknowledgement that means we have your received your message and will reply as soon as possible.

If you have sent your message directly by email to helpdesk@relayservice.com.au and have not received a response within a few hours, please check the following:

  • you are connected to the internet – that is, you are online
  • your email had the correct email address helpdesk@relayservice.com.au
  • the email is in your email Sent box (items in this box have been sent)
  • the email is not in your email Outbox.

If the email is still in your Outbox it has not been sent. You will need to make sure you have an internet connection and that the email is not too large – your service provider (ISP) or your employer might have rules about the size of emails. Generally if you haven’t added an image or an attachment the email size will be fine.

Contact a computer support provider if you need more help.

 

There is no email in my Outbox and it is showing in my Sent items, so I know it was sent correctly. What should I do?

Your email may have been blocked by your service provider (ISP) or by email SPAM filters. If your email was blocked by a SPAM filter you may receive a similar message to this:

From: MAILER-DAEMON (Mail Delivery System)

Date: “day “month” “year” “time”

To: “your email address”

Subject: Undeliverable Mail Returned to Sender

 

I’m sorry to inform you that the message below could not be delivered. When delivery was attempted, the following error was returned.

If you received a SPAM message like the one above or still have problems emailing the Helpdesk you can call us (Mon-Fri 8am-6pm AEST):

  • Phone  1800 555 660
  • TTY  1800 555 630 
  • Fax  1800 555 690
  • SMS  0416 001 350

 

What are the Helpdesk hours in different parts of the country?

Because the hours of the Helpdesk are fixed to Australian Eastern Standard Time they will vary according to where you are in Australia and the time of year.

Winter time

(first Sunday in April to first Sunday in October)

Queensland, NSW, ACT, Victoria, Tasmania

8am to 6pm

South Australia and Northern Territory

7.30am to 5.30pm

Western Australia

6am to 4pm

 Summer time

(first Sunday in October to first Sunday in April)

NSW, ACT, Victoria, Tasmania

9am to 7pm

South Australia

8.30am to 6.30pm

Queensland

8am to 6pm

Northern Territory

7.30am to 5.30pm

Western Australia

6am to 4pm

The Helpdesk is closed on these public holidays

  • New Year's Day
  • Australia Day
  • Good Friday
  • Easter Monday
  • Anzac Day
  • Queen's Birthday (NSW date in June)
  • Labour Day (NSW date in October)
  • Christmas Day
  • Boxing Day.

You can of course email us or leave a phone message at any time and we will contact you as soon as possible.

 

Other FAQs

These questions and answers might help you sort out issues you are having using the NRS:

Or see all our FAQs.

Make an internet relay call Make a captioned relay call

24-hour relay call numbers

  • TTY/voice calls

    133 677

  • Speak & Listen

    1300 555 727

  • SMS relay

    0423 677 767

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