Concentrix to deliver National Relay Service in Australia

Thursday 13 June 2019 | 09:14 CET | News
Australia’s Department of Communications has granted Concentrix Services a contract to deliver the National Relay Service (NRS), following a limited tender process. The NRS allows people who are deaf, hard of hearing or have a speech impairment to make and receive phone calls. Concentrix will deliver the NRS for 3 years, starting with 1 October 2019. The new contract maintains the current funding levels for the NRS at AUD 22 million per year.

A range of improvements will be delivered as part of the new contract including a text and listen option for SMS Relay to assist users with a speech impairment. Concentrix will also investigate how the Video Relay service for Australian users can be improved. The helpdesk will continue to support NRS users.

All relay call options will remain the same with the exception of access to Captioned Relay options through the proprietary CapTel handset, which will not be supported under the new arrangements from 1 February 2020. CapTel users can contact the NRS Helpdesk for support in transitioning to a range of other communication options, including a new Internet Relay call function.

All other users do not need to take any action and will be switched to the new provider automatically in stages starting with 1 October.  

Back in January, the Australian Department of Communications announced that Australians who are deaf, hard of hearing and/or have a speech impairment will soon be able to find a range of communication resources in one place. Starting 6 February, Accesshub replaced the National Relay Service (NRS) website. Accesshub currently provides additional information and resources, including information about text and video-based alternatives to phone calls.

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Categories: Fixed / Mobile & Wireless
Companies: Concentrix
Countries: Australia
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