Train your staff

image of relay officer

Your contact centre or reception staff should receive all the training and resources they need so they can take and make calls via the National Relay Service.

Your staff are at the frontline of making or receiving calls via the NRS. To make sure you are Relay Service friendly, you need to have a look at all your current procedures relating to relay calls.

If needed, you should provide further training and resources to your staff.

Assessing your current procedures

Take some time to find out how your staff currently handle calls through the NRS:

  1. Are relay calls handled by all staff or are they routed to a special team? The key issue is that you are happy that the person taking the call is appropriately skilled.
  2. How frequently do you receive or make relay calls? The answer could be useful in working out your particular arrangements for handling relay calls.
  3. Are staff familiar with the NRS and its special call process?
  4. Are staff equipped to handle relay calls with confidence and ease?
  5. Do staff understand their obligations under disability laws?

Training and resourcing

Where staff may need further support in taking relay calls, consider ways to refresh their knowledge:

We can provide articles for your newsletter or information for your email update. We can also arrange a visit from one of our education and information team to provide a free in-house training session.

There's also a range of free resources to help your staff feel comfortable and confident taking relay calls.

You can order resources online, or contact our Helpdesk by phone on 1800 555 660 or email

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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