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Important Information

New Zealand Relay is a telecommunications service for people who are Deaf, hearing impaired, Deafblind or speech impaired. Only genuine calls through New Zealand Relay are allowed.

The New Zealand Relay provider reserves the right to interrupt or disconnect any relay calls that are not genuine.
Please do not use NZ Relay services to make emergency calls: The New Zealand Police call centre receives all emergency calls on behalf of Police, Fire and Ambulance services, and coordinate calls to the appropriate service.

In an emergency, please contact Emergency Services directly on:
  • Deaf Emergency Fax 0800 16 16 10
  • Deaf Emergency TTY 0800 16 16 16
  • 111 Text – text to 111 (note you must be registered with NZ Police – see http://www.police.govt.nz/111-txt for more information.
Further information on emergency services:
Terms and Conditions: New Zealand Relay may only be used on the understanding that you accept the Terms and Conditions below. By using New Zealand Relay you acknowledge that you understand and agree to abide by these Terms and Conditions.
  • New Zealand Relay is only to be used to make genuine relay calls. A genuine relay call is to or from a person who is Deaf, Deafblind, has a hearing, speech or other communication impairment and cannot communicate effectively using a standard telephone or amplified telephone headset.
  • New Zealand Relay is to be used without interfering with the use of these services by anybody else.
  • The New Zealand Relay provider is appointed by the Crown and the services available may be varied or discontinued in response to requests by the Crown.
  • The New Zealand Relay provider reserves the right to interrupt or disconnect any relay call that is not genuine or where the user interferes with use of New Zealand Relay by anybody else.
  • The New Zealand Relay provider reserves the right to modify, suspend, or restrict any service without notice, and to change the eligibility for the use of any service.
  • The New Zealand Relay provider reserves the right to change any code or telephone number for making relay calls or accessing the relay system generally.
  • The New Zealand Relay provider reserves the right to change the price for services and to introduce a price for any service that is currently supplied free of charge.
  • The Crown shall not be liable in any way for any failure of the relay service.
“Crown” means Her Majesty the Queen, in right of the Government of New Zealand.
Acceptable User Policy: The New Zealand Relay service exists to provide various forms of functionally equivalent telephone services to Deaf, hearing impaired, speech impaired and Deafblind people.

For all relay services, except Video Relay Service (VRS), the Relay Service provider is required to answer 85% of all calls within 15 seconds, (in aggregate measured over a calendar month). This is called the Average Speed of Answer Service Quality Measure. It is a major input to the calculation of the number of Relay Assistants that must be on duty at any given time of the day.

Calls made via New Zealand Relay are answered in the order that they arrive at the Relay centre. The centre is staffed to handle random calling. It is not staffed to handle pre-booked calls. Pre-booked calls are not a part of the service offering.

It is a contractual requirement that Relay Assistants (RA) be able to type at 60 words per minute with a high degree of accuracy. This is in contrast to normal conversational speed of 120 words per minute or more that requires a skilled stenographer to be able to convert speech to text at that speed using the equivalent of shorthand technique and specialized equipment.

RAs operate at a slower speed than stenographers because they must type in longhand using many more keys than a stenographer. RAs must be able to pace the speed of the call, by asking the speaker to slow down if necessary, so that they can accurately type what the speaking person is saying to the Deaf or hearing impaired relay user.

Some Deaf / hearing impaired users are now using the NZ Relay service in ways that adversely impact on the RA in terms of greatly heightening the risk of occupational overuse due to prolonged periods of typing. It is necessary for New Zealand Relay, as a good employer, to protect its RAs from such occupational overuse risk by introducing the Acceptable Use Policy, set out below.
  • Relay services must only be used for the purpose of enabling users to participate in conversational telephone calls through a text interface, by Speech to Speech, Video-Assisted Speech to Speech or Video Relay Service.
  • Relay calling destinations may include an audio conference bridge where there are more than two participants in a conversation. The audio conference must enable the RA to pace the speed of the conversation by requesting the speaker to slow down where necessary.
  • Relay services must not be used for the captioning of pre-recorded presentations or other such audio.

Please use the TexMee App for Relay services on mobile devices.

Because if you're on a mobile device and wish to use relay services, you must use the TexMee App.

If you don't have the TexMee app installed, click on the download button below to get started.
To learn more about TexMee and how to use it, please click here.