Disability and equal access

Call Centre Operator

This is guaranteed in disability legislation around Australia.

People with hearing or speech impairments have difficulty using the phone but still need to be able to discuss options, make appointments, get important information and do all the things that other phone users do through your organisation.

Remember if it's a customer on the line - you must accept the call.

The Australian Human Rights Commission has made it clear that customers of any business or clients of any service provider are entitled to access to the business, service provider or government agency’s telephone service using the NRS. Refusal to provide a service to a person with a disability via the NRS could result in a disability discrimination complaint.

See the commission’s FAQs on the rights of NRS users under disability legislation.

The commission also provides other useful information on the rights of people with disabilities to access your goods, services and facilities:

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
The Commonwealth Bank has always had a major role to play in the Australian community. And this is one way we can help customers who are deaf or have hearing or speech impairment. The National Relay Service is a very important part in assisting us to do that."
pic of David Heath

David Heath,

Customer Service Manager for Telephone Banking, Commonwealth Bank