NRS app - FAQs

image of video relay user signing with laptop

The FAQs below provide answers to some of the common queries about the NRS app.

See also our general info about using the NRS app.

Before using the app

Which types of phones and tablets can I get the app on?

The app was released in iOS and Android versions in December 2014. This means you can get the app from your app store for:

  • any phone or tablet with an Apple (iOS) operating system – ie iPhones and iPads
  • any phone or tablet with an Android operating system – that includes most non-Apple phones.

iOS and Android operating systems cover the great majority of mobile devices used in Australia. Ensuring the NRS app continues to meet community needs will be closely monitored.

What do calls cost?

The app itself is free and so are any calls you make using the app. However, you will be connecting to the internet and thus using broadband data. See more.

If I am using an iPad or other tablet do I need a phone as well to make calls through the app?

Speak and Listen and captioned relay calls through the app need a phone line (either mobile or landline) as well as your tablet. Internet relay and video relay calls do not need a separate phone, just your tablet. Your tablet will need an internet connection to make any call.

What are the benefits in making an internet relay call through the app rather than directly through the NRS website?

When you make these calls through the app you can:

  • use phone numbers stored in the contacts section of your device – you don’t need to re-type the number
  • use pre-set start-up messages (Services) to begin your call
  • create your own Quick phrases to insert during the call
  • insert information into the call from the Profile you have created on the app
  • insert caller notes from your Profile that let the relay officer know more about your call-management requirements
  • use your device’s GPS to insert your location into a call
  • protect the information in your Services and Profile with a security passcode
  • get more efficient notification of incoming calls.

What are the benefits in making a Speak and Listen call through the app rather than just using making it through an ordinary landline or mobile?

When you make these calls through the app you can:

  • use phone numbers stored in the contacts section of your device – you don’t need to re-type the number
  • use pre-set start-up messages (Services) to begin your call
  • create your own Quick phrases to insert as text during the call
  • insert information into the call from the Profile you have created on the app
  • insert caller notes from your Profile that let the relay officer know more about your call-management requirements
  • use your device’s GPS to insert your location into a call
  • protect the information in your Services and Profile with a security passcode.

Are there any special accessibility benefits in using the app?

If you have specific accessibility needs, please contact the NRS Helpdesk to discuss how the app may work for you.

Explaining the features

pic of app icons on call page

What do the pictures at the top of the call screen mean?

The top left icon is for your Profile information. Tap it during a call and you will have the option of adding any Profile fields as text to send to the other person on the call. You need to fill in the fields before you start the call. See more about Profiles.

The centre icon is your Quick phrases. Tap the icon to see a list of pre-set phrases that you can insert as text into your call. See more about Quick phrases.

The top right icon finds your location and allows you to insert your address as text into a call. See more about providing your location.

Why can I see the icons in the blue bar at the bottom of the app sometimes but not others?

Pic of app main menu icons

This bar is always visible from the main screens within the app. If you can’t see the blue bar, just tap the ‘back’ arrow at the top left of the screen, or ‘Close’ at the top right, to get back to a main screen.

Can I use my Profile info during a video relay or captioned relay call?

No, Profile information can only be inserted into internet relay and Speak and Listen calls.

Will the relay officer see my full Profile every time I make a Speak and Listen or internet relay call?

No the relay officer will only see the Profile field that you chose to send during the call by tapping the Profile icon on the top left of the call screen.

When is it best to use Quick Phrases rather than Services in a call?

Quick phrases are pre-saved blocks of text to insert at any time DURING a call.

Services are can include pre-saved text, location and profile information. They can only be used for INITIATING a call. Unlike Quick phrases they are protected by the app passcode so they are a better place for storing confidential information.

Is it safe to put confidential info in your Profile or Services?

Information in Services and in your Profile is protected by your app passcode from being accessed without your permission, while information in Quick phrases is not. So it’s much better to put confidential information into your Services (if you want to use it in the start-up of a call) or in Profile.

Do I have to complete another set of Profile information on the app for Speak & Listen even though I completed the Profile Form previously?

The app Profile is independent of the other profile information you have previously provided. If you tell the relay officer your caller code they can look up the information in your non-app Profile Form. The information in the app Profile works differently. It is information that you can insert as text for the relay officer at any stage of the call.

Can I ask the relay officer to type the other person’s words to me in a Speak and Listen call if I have a hearing loss too?

You can ask the relay officer to type some sections of the conversation if you are having trouble understanding them. But if you want substantial sections of the conversation typed back, you are better off making your call through another call options such as internet relaycaptioned relay (both through the app) or SMS relay.

In a Speak and Listen call can I type all my words in the text box of the app for the relay officer to read out?

Yes this is possible. You can use a combination of your speech and typing – whatever works best for you. However it is best to alert the relay officer that you will be doing this. You can do this through a specific pre-set Service, through a Quick phrase or through your Profile caller notes.

Troubleshooting

Someone called my number, so why didn’t it come through the NRS app?

You can receive incoming internet relay and captioned relay calls on the app (although captioned relay does not provide an easy way to notify you of the incoming call). You must have registered to receive calls and logged in to the internet relay or captioned relay call page via the app. Video relay calls can only be received if you are logged in directly to Skype.

However Speak and Listen calls cannot be received through the app. Speak and Listen users can receive standard voice calls on an ordinary phone or mobile.

I saved my bank account number. Why can’t I find it when I’m on a call?

You might be looking in the wrong area of the app. There are three places where you can save pre-set information such as account numbers, addresses etc. Services allows you to store information you can use to START a call. Your Profile lets you store confidential information to insert DURING a call. Quick phrases also lets you store information to insert during a call. Only Services and Profile information is protected by your passcode.

I forgot my passcode. Can I recover it?

Unfortunately if you forget your passcode you will need to reinstall the app and you will lose your saved data.

Why do I have to enter my passcode during a call?

Every time you access the information in Services and Profile you will be asked for your four-number passcode. The passcode protects the information from being accessed without your permission.

Why doesn’t the location button show my correct address?

Sometimes, eg if you are in a large building, it’s hard for your device to get a clear line of connection to a GPS satellite. See how to correct your location.

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

Make other relay calls
– all the numbers you need
Free training