Improved services on the way for the National Relay Service

The Albanese Government has today announced improvements to the National Relay Service, ensuring Australians with a disability can remain connected for years to come.
 
The National Relay Service (NRS) is an essential phone service that supports Australians who are d/Deaf, hard of hearing and/or have a speech impairment.  
 
To ensure the continued success of the service as a pillar in the disability community, important features will be introduced and expanded upon over the coming years, including:

  • a user assistance function to help train and upskill users;
  • a community engagement function to create, maintain and develop better links with users and the broader d/Deaf community and
  • regular surveys to test satisfaction with the service

 These additional services will support the more than 6,000 registered users who use the NRS 24/7.
 
Following a successful tender process, Concentrix – the current supplier – has been awarded a new three-year contract, and has committed to introducing these crucial improvements.
 
Concentrix has also committed to continue trialling the Video Relay Service (VRS) on Saturday mornings and will look to introduce a new, simpler VRS platform in coming months.
 
As part of the Albanese Government’s commitment to supporting and working alongside Australians with a disability, a Communications Accessibility Consultative Committee will also be established.
 
The Committee will bring together key organisations that represent people with a disability, such as the Australian Disability Network, Deafness Forum Australia and Vision 2020 Australia, to provide a forum where the experiences, perspectives and concerns of Australians with a disability can assist the Government to identify broader communications accessibility issues and develop policies to increase access to communications services in the short, medium and long term.
 
The Committee will also inform implementation of Recommendation 6.1 of the Disability Royal Commission which advocates for development of a national plan to promote accessible information and communications.
 
For more information on the NRS visit https://www.accesshub.gov.au/
 
Quotes attributable to Minister for Communications, the Hon Michelle Rowland MP:
 
“The National Relay Service is a lifeline for Australians living with a disability, and I know the improvements set to be made over the coming years will deliver a tangible difference to all Australians who use the service. 
 
“The Communications Accessibility Consultative Committee will enable the Government to identify communications accessibility challenges and develop policies in response, by hearing directly from organisations that represent people with a disability. 
 
“The Albanese Government will continue to listen to and work with Australians living with a disability, to inform and improve the very services that these communities rely on the most.”