Using the National Relay Service (NRS) 106-01040000

When a customer registers with NRS, the NRS will:

• request the customer give a phone number
• use the phone number as the customer's NRS ID

Is the customer registered with the NRS?

• Yes, go to Step 2
• No, go to Step 3

If the customer has confirmed their NRS registration before, there should be a note on their record advising:

• they are registered with NRS and
• the phone number used as their NRS ID

Ask for the customer's NRS registered phone number.

If there is no information on their record:

• Record the phone number to assist with any further contacts and outbound calls using NRS. For:
• Centrelink customers: Record the NRS registered phone number as a DOA DOC
• Medicare customers: Record the NRS registered phone number on their CDMS record
• Child Support customers: Record the NRS registered phone number on their Child Support record

Go to Step 4.

Does the customer want to register with NRS?

• Yes, tell the customer about the NRS registration options on their website:
• Register online
• Download a registration form online
• Explain they can use NRS once they are registered
• Procedure ends here
• No,
• See Providing services to customers with disabilities
• Procedure ends here

If the customer is registered with NRS:

• To make a call to NRS, go to Table 2
• If answering a call from NRS, go to Table 3

If the customer is at a service centre, go to Step 2.

If phone contact about a customer's Centrelink record is required including to make an appointment, go to Step 3.

There are call services to use if a customer is deaf, hard of hearing or who has a speech communication difficulty and they want to discuss their business using an interpreter.

Staff must make sure they are speaking to the correct owner of the record or their authorised nominee.

• Authenticating a Centrelink customer
• Authenticating a Medicare customer
• Authenticating a Child Support customer

Make sure the customer is registered with NRS as outlined in Table 1.

Go to Step 4

Check the customer’s record for a DOA DOC confirming the customer's NRS registered phone number.

Is the customer registered with NRS?

• Yes, go to Step 4
• No,
• Issue a Q164 letter requesting that the customer, or their nominee, contact Services Australia
• Document the customer’s record with the reason that the Q164 letter was issued
• If an appointment is required, see Booking an interpreter for an appointment
• Procedure ends here.

Call the NRS Helpdesk.

The Helpdesk Representative will confirm registration by checking the registered mobile phone number of the customer, then transfer the call to a Relay Officer to use the correct NRS call type.

Follow the instructions of the Relay Officer using relay call etiquette.

If the customer is at a service centre and their identity has been authenticated, go to Step 6.

If the Service Officer is contacting the customer using NRS, go to Step 5.

Staff must ensure they are speaking to the correct owner of the record or their authorised nominee.

Centrelink, check:

• Authenticating a Centrelink customer
• If there is a password recorded on the customer record as a Display on Access (DOA) DOC. If not, encourage the customer to set a password
• For a disability indicator on the customer record (do not disclose to customer):
• DOA/Flashdoc - Vulnerability Indicator
• OCD - Auslan interpreter code - QAIA or Other sign language - SIG
• JCA - WC - Working Capacity or MC - Med Certs
• Medical Conditions Summary Screen (MCSS)

Medicare, check:

• Authenticating a Medicare customer
• If there is a Sensitive Information Indicator for a Password for enquiries on the customer’s CDMS record. If not, encourage the customer to set a password
• For a Sensitive Information Indicator for Hearing and Speech. If not, add a Hearing and Speech Indicator via the Sensitive Information tab

Child Support, check:

• Authenticating a Child Support customer
• Offer passwords to all customers. The Child Support system can record a nominated password up to 15 characters long. The Service Officer tells the customer they may record a password on their account as an added security measure

When the call is completed:

• update the person's record as required
• create a note stating the information was received by Relay Call via the NRS.

Customers must be registered with NRS to be able to contact Services Australia.

The NRS Relay Officer will:

• identify themselves as being from the NRS
• say they have a call for Centrelink, Medicare or Child Support
• relay the words of the caller (unless they state otherwise, for instance if they ask to repeat something)

The caller will begin the call.

Follow relay call etiquette.

Go to Step 2.

Staff must be diligent and strictly follow the Proof of Record Ownership (PORO) processes to ensure they are speaking to the correct owner of the record or their authorised nominee. Failure to adhere to this procedure may result in customer information being compromised.

Centrelink check:

• Authenticating a Centrelink customer
• Ask the customer for their NRS registered phone number and name (to match the inbound call to the customer record)
• Additional checks on the customer record should include:
• Check the Medical Assessment (MCSS) screen to see if the customer has a disability or medical condition listed that impacts their hearing or speech
• Check the Other Contact Details (OCD) screen - Auslan interpreter code - QAIA or other sign language - SIG
• Tell customer they can have a password see Customer password on a Display on Access DOC

Medicare, check:

• Authenticating a Medicare customer
• if there is a Sensitive Information Indicator for a Password for enquiries on the customer’s CDMS record. If not, encourage the customer to set a password
• for a Sensitive Information Indicator for Hearing and Speech

Child Support, check:

• Authenticating a Child Support customer
• Offer passwords to all customers:
• the Child Support system can record a nominated password up to 15 characters long
• tell the customer they may record a password on their account as an added security measure

Go to Step 3

Allow the person to end the conversation when they have completed the call.

When the text caller has finished, they will key 'GA TO SK' (or 'BYE TO SK'). This means 'Go Ahead to Stop Keying' and will be relayed by the Relay Officer. It may be 'translated' to something like 'Bye. And signing off'. Note: Voice Carry-over (VCO) and Speech to Speech Relay (SSR) callers will use their natural voice to sign off.

If there is nothing more to add to the conversation, respond in a similar manner. The caller will sign off by typing 'SKSK' (Stop Keying). This will be relayed by the Relay Officer, for example, 'Your caller has now signed off'.

The general response is 'Bye, signing off' and the call is ended. The Service Officer can thank the Relay Officer at the end of the call.

Go to Step 4

When the call is complete:

• update the customer's record as required
• create a note on the customer's record stating the information was received by Relay Call via the NRS