Changes are coming to New Zealand’s Relay Services: From 1 February 2021, you will experience changes to the way you use and access NZ’s Relay Services.
A new-look website will combine all relay services in one place, and the introduction of a new NZ Relay app for your mobile phone or tablet will mean you can stay connected when you’re on the go.
Find out more about how these upcoming changes will affect you here.
This webpage features key information and helpful resources, including educational guides and FAQs. If you need further support with these changes, please contact helpdesk@nzrelay.co.nz.
In the meantime, the current relay services will remain available as usual up until 31 January 2021.
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Changes are coming to New Zealand’s Relay Services

New Zealand’s Relay Services are changing from 1 February 2021.

A new-look website will combine all relay services in one place, and the introduction of a new NZ Relay app for your mobile phone or tablet will mean you can stay connected when you’re on the go.

This free app will be available to download from the App store and Google Play store from 1 February 2021. Once it’s available you can simply search for “NZ Relay”, download the app on your mobile phone or tablet, and get started. You will be able to use this app to make and receive calls using Text Relay and Captioned Relay, using your mobile data or Wi-Fi connection.

There are step-by-step guides available which you can check out anytime. These show you how to download and use the NZ Relay app.

Please note that your mobile phone or tablet will need the following operating system versions to download and use this app:
  • iOS version 12 and up
  • Android version 7 and up
See our Frequently Asked Questions section below for details on how to check the operating system version on your mobile phone or tablet, or please get in touch with our NZ Relay help desk for support.

In the meantime, the current relay services will remain available as usual up until 31 January 2021.
Changes Overview Flyer CapTel Flyer CapTel Checklist

New benefits

Along with the new-look website and the NZ Relay app, there will be a number of new functions and benefits to take advantage of from 1 February 2021, including:
  • Free mobile and international calling – no need for a calling card.
  • Two-way calling between Speech to Speech service users.
  • Ability to use both Zoom and Microsoft Teams when booking remote sessions on the Video Interpreting Service, if you provide a link when booking the meeting.
Please be aware that during the first few days of February, you may experience slightly longer wait times when getting your call connected to a relay assistant or NZSL video interpreter. We apologise for any inconvenience, and ask that you please have patience with our friendly, NZ-based relay team. Any delays will be temporary. Our team is here to support you and will be working hard to answer all calls as quickly as possible.

Overview of service changes

For an overview of the changes that will take place for each relay service, you can download our changes overview flyer.

You can also check out our changes overview video below, which includes New Zealand Sign Language interpretation, captions and voiceover.
A transcript of this video is available here.

Captioning services, which are currently provided through a specialised CapTel handset or the CapTel website, will be replaced by the NZ Relay app for mobile phones and tablets from 1 February 2021. We acknowledge that this will be a big change for many people.

More details about the changes to CapTel services are available below. We encourage anyone who uses CapTel, or who has a friend or whānau member who uses CapTel, to check out the information and resources available on this webpage today. You can also contact the NZ Relay help desk for personalised assistance with this change.

Answers to many questions can also be found in our Frequently Asked Questions section.

Changes to CapTel services

Captioning services, which are currently provided through a specialised CapTel handset or the CapTel website, will be replaced by the NZ Relay app for mobile phones and tablets from 1 February 2021. We acknowledge that this will be a big change for many people.

Please be assured that this change will not have any effect on your landline phone connection. Your CapTel handset will continue to operate as a landline phone, but from 1 February 2021 it will no longer display any captions on the screen. You can receive a refund for your CapTel handset, even if you want to keep it to use as a landline. More information on this refund process is available below.

If you currently use CapTel services, please view or download our CapTel flyer for more information about how these service changes will impact you. You can also download this CapTel Checklist to keep track of what you need to do to be prepared for these changes.

There are step-by-step guides available, which show how you can download and use the new NZ Relay app to make and receive captioned calls. We encourage anyone who uses CapTel, or who has a friend or whānau member who uses CapTel, to check out these resources today.

Our team is working hard to provide tailored support to help people with this change. We have mailed information and step-by-step guides to all NZ households where we have a record of an active CapTel handset.

If you or someone you know needs personalised assistance with this change, please get in touch with the NZ Relay help desk today.

The new captioned relay service can be set up in the way that best suits you. You can speak, listen and read captions on the same device (such as a mobile phone) using loudspeaker, headphones or a Bluetooth hearing aid. Alternatively, you can speak and listen on one device (such as a landline phone) and read captions on another (such as a tablet). Our team can support you to find a set up that suits you best.

CapTel refunds

You can receive a refund for your CapTel handset. Anyone can get a refund, regardless of whether you want to return your handset or keep it to use as a landline phone. Please contact the NZ Relay help desk using the contact details below to arrange your refund.

How to use the new NZ Relay app - step-by-step guides available now:

There are step-by-step guides available below, which you can check out anytime. These show you how to download and use the NZ Relay app to make and receive calls using Text Relay and Captioned Relay.

Step-by-step Guides:

Get in touch

We acknowledge that these are significant changes for many people, so we have set up a dedicated team to answer your questions. Simply contact the current relay service help desk and they will ensure your questions are passed on to this dedicated team, who will respond as soon as possible.

Email: helpdesk@nzrelay.co.nz
TTY: 0800 4 713 713
Voice: 0800 4 715 715
Fax: 0800 4 329 697

More information about Concentrix

The Ministry of Business, Innovation and Employment (MBIE) recently conducted a procurement process for the delivery of New Zealand’s Telecommunications Relay Services. Following this procurement process, Concentrix Services (New Zealand) Limited (Concentrix) was selected as the new service provider.

Concentrix will begin delivering relay services from 1 February 2021. All services will be based in New Zealand and resourced locally.

Frequently Asked Questions

  1. Why is NZ Relay changing?

    New Zealand’s Telecommunications Relay Services assist people who are Deaf, hard of hearing, deafblind and speech-impaired to communicate with others over the phone.
    These services are supported and funded by the New Zealand Government through the Ministry of Business, Innovation and Employment (MBIE).
    Earlier this year, MBIE announced that Concentrix had been selected to deliver these important services.
    When Concentrix begins delivering relay services from 1 February 2021, some people will experience changes to the way they access and use these services.
    Enhancing these services will better support you as you communicate with businesses, government services, friends and whānau.
  2. When are NZ Relay services changing?

    These service changes will begin from 1 February 2021.
  3. What is changing at NZ Relay?

    Changes are coming from 1 February 2021 that will change the way some people access and use these services.
    A new-look website will combine all relay services in one place, and the introduction of a new app for your mobile phone or tablet will mean you can stay connected when you’re on the go.
    This free app will provide you with the ability to make and receive calls using Text Relay and Captioned Relay, using your mobile data or Wi-Fi connection. It will be available to download from the App store and Google Play store from 1 February 2021.
    Captioning services, which are currently provided through a specialised CapTel handset or the CapTel website, will be replaced by the NZ Relay app for mobile phones and tablets from 1 February 2021. If you or someone you know needs personalised assistance with this change, please get in touch with the NZ Relay help desk today, and check out the information and resources available on this webpage.
  4. What do I need to know right now?

    If you use Internet Relay: You will be able to make Text Relay calls through the new-look NZ Relay website, which combines all services in one place. However, you might like to try the new NZ Relay app.
    If you use TexMee: This service will be replaced by the new NZ Relay app, which you will be able to download on your mobile phone or tablet. You will be able to make and receive calls using Text Relay and Captioned Relay on this app.
    If you use our Video Interpreting Service: You will access this service on the new NZ Relay website, which combines all services in one place. You will be able to use both Zoom and Microsoft Teams when booking remote sessions, if you provide a link when booking the meeting.
    If you use a TTY device or Speech to Speech services: There will be no changes to the way you use the service, however you might like to try the new NZ Relay app.
    If you use Captioned Relay on the web or a CapTel handset: CapTel services will be replaced by the NZ Relay app, which you will be able to download on your mobile phone or tablet. Please find more information about CapTel changes above, including a CapTel flyer and Checklist available to download, along with our new step-by-step guides. If you or someone you know needs personalised assistance with this change, please get in touch with the NZ Relay help desk today.
  5. Why won’t I be able to use my CapTel handset anymore?

    CapTel services will be impacted by these changes. From 1 February 2021, you will no longer be able to make captioned calls through your CapTel handset or through Web CapTel. Instead, captioned relay services will be available on a new NZ Relay application (app) for your mobile phone or tablet. The NZ Relay app will provide you with the ability to make and receive calls using Captioned Relay when you’re at home or on the go. This free app will be available to download from the App store and Google Play store from 1 February 2021.
    We acknowledge that this will be a big change for many people, and encourage you to contact the NZ Relay help desk today if you need personalised support.
    The new captioned relay service can be set up in the way that best suits you. You can speak, listen and read captions on the same device (such as a mobile phone) using loudspeaker, headphones or a Bluetooth hearing aid. Alternatively, you can speak and listen on one device (such as a landline phone) and read captions on another (such as a tablet). Our team can support you to find a set up that suits you best.
    You may like to check out our step-by-step guides, which show you how to download and use the NZ Relay app to make and receive calls using Text Relay and Captioned Relay.
    Please be assured that this change will not have any effect on your landline phone connection. Your CapTel handset will continue to operate as a landline phone, but from 1 February 2021 it will no longer display any captions on the screen.
  6. Where can I get help with these changes?

    We acknowledge that these are significant changes for many people, so we have set up a dedicated team to answer your questions. Simply contact the current relay service help desk and they will ensure your questions are passed on to this dedicated team, who will respond as soon as possible.

    Email: helpdesk@nzrelay.co.nz
    TTY: 0800 4 713 713
    Voice: 0800 4 715 715
    Fax: 0800 4 329 697

    Please let the help desk team know if you need personalised support with these changes.
    You may also like to check out the support resources available on this webpage, including step-by-step guides. These show you how to download and use the NZ Relay app to make and receive calls using Text Relay and Captioned Relay.
  7. Where can I get information about these changes?

    This webpage is a one-stop-shop for key information and support resources, including step-by-step guides showing how to use the new NZ Relay app.
    You can also get in touch through the relay service help desk using the contact details above. This friendly team will ensure your questions are answered as soon as possible, and can help you arrange personalised assistance if needed.
  8. I am a current TexMee user. What will change for me?

    The current TexMee service will be replaced by the new NZ Relay app from 1 February 2021.
    The NZ Relay app will provide you with the ability to make and receive calls using Text Relay and Captioned Relay when you’re at home or on the go, using your mobile phone or tablet.
    This app will be available to download from the App store and Google Play store.
  9. I have always used Internet Relay. What will change for me?

    You will be able to make Text Relay calls through the new-look NZ Relay website, which combines all services in one place. However, you might like to try the new NZ Relay app.
  10. I am a current Speech to Speech user. What will change for me?

    You will be able to make and receive Speech to Speech calls, make video assisted Speech to Speech calls and set up pre-call information online through the new-look NZ Relay website. You will also be able to access two-way Speech to Speech calling. You might also like to try the new NZ Relay app.
  11. I currently use a CapTel handset or Web CapTel. What will change for me?

    From 1 February 2021, you will no longer be able to make captioned calls through your CapTel handset or through Web CapTel. Instead, captioned relay services will be available on a new NZ Relay application (app) for your mobile phone or tablet.
    The NZ Relay app will provide you with the ability to make and receive calls using Captioned Relay when you’re at home or on the go. This free app will be available to download from the App store and Google Play store.
    We acknowledge that this will be a big change for many people, and encourage you to contact the NZ Relay help desk today if you need personalised support.
    The new captioned relay service can be set up in the way that best suits you. You can speak, listen and read captions on the same device (such as a mobile phone) using loudspeaker, headphones or a Bluetooth hearing aid. Alternatively, you can speak and listen on one device (such as a landline phone) and read captions on another (such as a tablet). Our team can support you to find a set up that suits you best.
    Please be assured that this change will not have any effect on your landline phone connection. Your CapTel handset will continue to operate as a landline phone, but from 1 February 2021 it will no longer display any captions on the screen.
    Please find more information about CapTel changes above, including a CapTel brochure and Checklist available to download, along with step-by-step guides. If you or someone you know needs personalised assistance with this change, please get in touch with the NZ Relay help desk today.
  12. I am a current TTY user. What will change for me?

    There will be no changes to the way you use this service. However, you might like to try out the new NZ Relay app or website to explore new ways to make relay calls on the go.
  13. I am a current Video Interpreting Service user. What will change for me?

    You will access this service on the new-look NZ Relay website, which combines all services in one place.
    Making and receiving a call using NZSL through an interpreter will remain the same using Skype. You will also be able to use both Zoom and Microsoft Teams, if you provide a link when booking the meeting.
  14. I don’t understand apps. Where can I get help?

    An app is a type of software for your mobile phone or tablet that allows you to perform specific tasks. You may like to ask a whānau member, friend or support person for advice about apps in general.
    We have produced a number of step-by-step guides, which you can check out anytime. These show you how to download and use the NZ Relay app to make and receive calls using Text Relay and Captioned Relay.
    The NZ Relay app will be free to download from the App store and Google Play store from 1 February 2021.
  15. I only have an old mobile phone. Will I be able to use the NZ Relay app?

    To download and use the NZ Relay app, you will need to make sure that you have the following operating system version on your mobile phone or tablet:

    - iOS version 12 or greater
    - Android version 7 or greater
  16. How do I check what operating system version is on my mobile phone or tablet?

    To find out the operating system version on your mobile phone or tablet, follow the instructions below:

    iOS devices (including iPhones and iPads) – go to
    >Settings
    >General
    >About
    >Software should be version 12 or greater

    Android devices (including all devices other than iPhone and iPad)
    >Press Settings button
    >About Phone
    >Android Version
    >Software should be version 7 or greater

    If you need support to check your operating system version, or to download the app, you can contact the NZ Relay help desk. You may also like to ask a whānau member, friend or support person for help.
  17. I have a tablet or iPad. Will the NZ Relay app work on these devices?

    Yes, the NZ Relay app is compatible with tablets and iPads. You can choose to use the app in landscape or portrait mode.
    Your tablet or iPad will need the following operating system version:

    - iOS version 12 or greater
    - Android version 7 or greater
  18. Do I need to be connected to the internet to make and receive Text Relay or Captioned Relay calls through the NZ Relay app?

    Yes, the new NZ Relay app will use mobile data or a Wi-Fi connection.
  19. Where can I go to learn how to use this new app?

    There are step-by-step guides available which you can check out anytime. These show you how to download and use the NZ Relay app to make and receive calls using Text Relay and Captioned Relay.
    You can contact the NZ Relay help desk for support. You may also like to ask a whānau member, friend or support person for help.
  20. When will the new NZ Relay app be available for me to download?

    This free app will be available to download from the App store and Google Play store from 1 February 2021.

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.