NRS Relay Service
These terms and conditions apply to the use of the NRS Relay Service. The NRS Relay Service is provided by the Australian Communication Exchange under a contract with the Australian government. By using the NRS Relay Service, you agree to these terms and conditions.
- The NRS may only be used to make calls to or from persons who are deaf, or who have a hearing and/or speech impairment. Such a call constitutes a genuine relay call.
- We reserve the right, acting reasonably and subject to our obligations as the emergency call person for 106 under the Telecommunications (Emergency Call Services) Determination 2009, to interrupt, block or disconnect any relay call that is not a genuine relay call.
- You must not use, or allow any other person to use, the NRS for any unlawful purpose. If you do, we reserve the right, acting reasonably, to interupt, block, disconnect or otherwise restrict your access to the NRS.
- You must not use the NRS in a manner that we reasonably consider would adversely affect the provision of the NRS to other NRS users. If you do, we reserve the right, acting reasonably, to interupt, block, disconnect or otherwise restrict your access to the NRS.
- You must not use the NRS to make "unwelcome communications". Unwelcome communications are unsolicited communications that, by virtue of their content, frequency or timing, are offensive or tend to menace or harass the recipient. If you use the NRS to make an unwelcome communication, we reserve the right, acting reasonably, to interupt, block, disconnect or otherwise restrict your access to the NRS.
- While we will do everything within our reasonable control and capability to ensure that the NRS is available 24 hours a day, 7 days a week, we do not warrant that the NRS will be uninterrupted, continuous or error free or that you will be able to use the NRS for your intended purpose.
- You must have an NRS account and Personal Identification Number (PIN) from us to call international, premium rate, and certain other numbers that we may notify to you. If you do not pay any invoices related to the NRS within the required timeframe your access to such services via the NRS may be cancelled or restricted.
- You are responsible at your own cost for providing any equipment necessary to access the NRS, including TTYs/TDDs, modems, computers, telephone or other and for costs associated with telephone and or internet service providers for connection to the NRS.
- With the agreement of the Commonwealth, changes may be made to the NRS or the manner in which the NRS is accessed or used. Notice of such changes will be published on the NRS website.
- To the maximum extent permitted by law, we exclude all liability to you (whether in contract, tort, including negligence, or otherwise) in respect of any loss (whether direct, indirect, consequential or otherwise) arising out of or in connection with use of the NRS, and these Terms and Conditions.
- The Commonwealth Trade Practices Act 1974 and the State fair trading laws imply warranties and conditions into contracts for the supply of goods or services. Where any law implies a condition or warranty which may not be lawfully excluded (Non-excludable Condition), then to the maximum extent permitted by law, our liability for breach of the Non-Excludable Condition (except a Non-Excludable Condition referred to in the clause directly below), is limited, at our option, to either resupply of the services or the refund to you of the amount actually paid for the defective service.
- If you are a consumer (as defined under the Commonwealth Trade Practices Act 1974), we do not exclude or limit our liability to you for breach of any Non-excludable Condition in respect of goods or services of a kind ordinarily acquired for personal, domestic or household use or consumption.
- These terms and conditions are governed by the law of the Australian State or Territory in which you ordinarily reside and you and we agree to submit to the jurisdiction of the courts of that State or Territory.
These terms and conditions are the entire agreement between you and us and supersede all previous agreements and understandings, whether oral or in writing, in relation to the NRS Relay Service.
In these terms and conditions, the expressions "we", "us" and "our" are a reference to the NRS Relay Service Provider, Australian Communication Exchange Limited, ABN 003 044 899.
NRS Outreach Service
These terms and conditions apply to the use of the NRS Outreach Service. The NRS Outreach Service is provided by WestWood Spice under a contract with the Australian Government. By using the NRS Outreach Service, you agree to these terms and conditions.
NRS Outreach Service customers
The primary customers of the NRS Outreach Service are people who are deaf, or have a hearing or speech impairment. Other customers include the friends, family, colleagues and carers of the primary customers, ‘intermediaries' who work closely with primary customers (such as audiologists, speech therapists, teachers, rehabilitation therapists and medical professionals) as well as businesses, community organisations and government.
NRS Outreach services
The NRS Outreach Service provides three main services.
Education and information
An Education and Information Officer is based in the capital city of each state, and available to travel to rural and regional areas. The Education and Information team provides the following functions:
- information sessions for potential NRS customers and intermediaries
- training for new users (over the phone and in person if necessary)
- support for existing users (over the phone and, on occasion, in person)
- presentations, demonstrations and displays for key target groups
- point of contact in each state for customers, potential customers and intermediaries.
A national Helpdesk operates during NSW business hours and is contactable by phone, direct TTY, fax, email or internet. The Helpdesk provides the following functions:
- responding to requests for information and support about the NRS from customers, potential customers and intermediaries
- providing assistance for existing users (over the phone)
- liaison point between customers and Education and Information Officers
- first point of contact for feedback, complaints and compliments about the NRS
- information about Disability Equipment Programs and other relevant agencies
- complaints resolution (in consultation with the Relay provider where appropriate).
A marketing team works to deliver on an agreed marketing and communication strategy which is informed by the outcomes of a continuous research and engagement strategy. The marketing team provides the following functions:
- market research
- development and implementation of major marketing campaigns as well as targeted marketing projects
- development of products to assist awareness, understanding, confidence and usage of the NRS e.g brochures, posters, fact sheets, DVD, radio ads to customers, potential customers, intermediaries, businesses, community organisations and government
- management of the NRS website.
Cost of NRS Outreach services
Customers do not pay for NRS Outreach services.
Availability of NRS Outreach services
NRS Outreach Services are available to all current and potential users of the NRS. (Note, however, that NRS Outreach is not responsible for assisting customers who request assistance with matters that lie outside the terms of the NRS Outreach Service Contract - such matters include equipment supply, telecommunication carrier arrangements, phone system configurations.)
NRS Outreach develops an annual Strategy and Budget Allocation (SABA) which identifies priority target groups and activities within the annual budget available for Outreach. The SABA guides the work of the Helpdesk, the Education and Information and the Marketing teams. The SABA also guides the delivery of fair and equitable service provision. NRS Outreach works in metropolitan, regional and rural areas as required. Service may be provided face-to-face, by phone, mail, fax or email.
Hours of service
The Helpdesk is open 9am to 5pm (Sydney time) on NSW business days. At other times, customers may leave a message by email or by voice or TTY answering machines. They will be contacted the next business day.
Education and Information Officers in NSW, Victoria, Queensland and Western Australia are available 9am to 5pm on business days in their state's capital city, and according to the standard time of their state. Education Officers in South Australia and Tasmania are employed part-time. Education and Information Officers may be available outside regular hours by prior arrangement.