1. If you have a hearing or speech impairment… Or are a family member, friend or service provider for someone who has communication challenges… L et us introduce you to the National Relay Service

2. WHAT IS THE RELAY SERVICE? The National Relay Service (NRS) is a phone service sponsored by the Australian Government that enables people who are deaf or have hearing or speech impairments to use the phone. The NRS operates 24 hours a day, every day of the year.

3. WHY IS THE RELAY SERVICE NECESSARY? It means that people who cannot hear and/or speak can communicate with others using the phone just like everyone else.

4. HOW DOES THE RELAY SERVICE WORK? One caller contacts the NRS and provides the phone number of the person they wish to call. A relay officer then calls the other party. They are the “bridge” between the two people relaying words to text. The phone call then proceeds (next slide) :

5. HOW DOES THE RELAY SERVICE WORK?

6. Keep these points in mind when using the National Relay Service: 1.The NRS is easy to use – thousands of people use the service every day. 2.There is a relay officer on the line – they form a central link by relaying the conversation between the two people involved in the phone call. 3.There are no extra costs involved in making or receiving calls.

7. Keep these points in mind when using the National Relay Service: 3.Speak directly to the NRS user – use ‘I’ and ‘you’. Only speak to the relay officer if you have a question or problem about the call process. 4.An NRS call is a turn-taking conversation -Say ‘go ahead’ each time you want the other person to respond so that they know you have finished what you want to say -End the call by saying ‘Goodbye, signing off’ so that the other person knows you want to finish the call

8. 5.All relay calls are strictly confidential. 6.Relay calls can be made by landline, mobile, internet, video and SMS relay. 7.Receiving a call through the NRS from a person with hearing or speech loss does not require any special equipment – just an ordinary phone or mobile. Keep these points in mind when using the National Relay Service:

9. How can I find out more? To find out more about making and receiving calls, or to make an enquiry, request some resources or organise a free NRS information session for your staff, visit our website or contact our Helpdesk: Phone: 1800 555 660 Web: www.relayservice.gov.auwww.relayservice.gov.au Email: helpdesk@relayservice.com.auhelpdesk@relayservice.com.au