How am I protected as the caller?

In relation to confidentiality and privacy matters, the NRS must comply with:

  • the Privacy Act 1988
  • Part 13 of the Telecommunications Act 1997 (in relation to emergency calls), and
  • the National Relay Service contract with the Australian Government.

We have put policies and procedures into place to make sure your personal information is protected.

Specially trained staff

Relay officers and other NRS staff receive extensive and practical training about their role, required procedures and legal and ethical responsibilities. All relay officers and other NRS staff are required to sign a confidentiality agreement when they start work. Relay officers do not discuss the actual contents of particular conversations or messages of relay users in any way:

  • except for disclosing information to supervisors for training purposes and improving customer service
  • except when the information relates to a complaint against the relay officer or the NRS, or
  • unless required by law.

If you are concerned about any privacy mattes at the NRS, please contact us.

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24-hour relay call numbers

  • TTY/voice calls

    133 677

  • Speak & Listen

    1300 555 727

  • SMS relay

    0423 677 767

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