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 will continue to be updated over the coming months with key information and helpful resources, including educational videos, guides and additional FAQs. Please continue to check back regularly for updates.
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

Earlier this year, the Ministry of Business, Innovation and Employment (MBIE) announced that Concentrix had been selected to deliver New Zealand’s Telecommunications Relay Services.

When Concentrix begins delivering these services from 1 February 2021, there will be changes to the way you access and use these 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. This new app will provide you with the ability to make and receive calls using Text Relay and Captioned Relay. It will be available to download from the App store and Google Play store in early 2021.

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.

Resources

Some services will be impacted by these changes more than others. For an overview of the changes that will take place for each relay service, you can download our changes overview flyer.

If you currently use a CapTel handset or Web CapTel, 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 over the coming months.

More details about the changes coming to CapTel services are available below.

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

This webpage will continue to be updated over the coming months with key information and helpful resources, including educational videos, guides and additional FAQs. Please continue to check back regularly for updates.

Changes to CapTel services

CapTel provides captioning services via a handset or through the current CapTel website.

If you or someone you know regularly uses a CapTel handset or Web CapTel, it’s important to note that these services will be replaced by the new NZ Relay app from 1 February 2021.

This free app will provide you with the ability to make and receive calls using Captioned Relay, using your mobile phone or tablet. 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.

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.

CapTel refunds

If you do not want to keep your CapTel handset, you can return this to us and receive a refund. If it’s easiest for you, you can receive your refund before you return your handset. This allows you to continue using your CapTel handset with captions up until 31 January 2021. Please contact the NZ Relay help desk using the contact details below to arrange your return and refund.

Resources to help get you ready for changes

We know this will be a big change for many people who use CapTel, so we are providing information and support to help you through the transition.

Recently we mailed helpful material with more details about these changes to all NZ households where we have a record of a CapTel handset. You can also download or view this material in the Resources section of this website, and we have answered many questions about these changes in the Frequently Asked Questions section below.

If you know others who use a CapTel handset or Web CapTel and will need this information too, please ask them to get in touch with us through the NZ Relay help desk. These contact details are available below.

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?

    NZ Relay provides services for people who are Deaf, hard of hearing, deafblind and speech-impaired throughout Aotearoa, New Zealand.
    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 app will provide you with the ability to make and receive calls using Text Relay and Captioned Relay. It will be available to download from the App store and Google Play store in early 2021.
  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. There will be no changes to the way you use this service or to service functionality.
    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 from the Resources section.
  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. The app will be available to download from the App store and Google Play store in early 2021.
    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

    This webpage will also be a one-stop-shop for key information and support resources, to help you prepare for the upcoming changes. Make sure you check back regularly – more helpful resources such as educational videos, guides and further FAQs will be available over the coming months.
  7. Where can I get information about these changes?

    This webpage will be a one-stop-shop for key information and support resources, so make sure you check back regularly. More helpful resources such as educational videos, guides and further FAQs will be available over the coming months.
    You can also get in touch through the current relay service help desk using the contact details above and they will ensure your questions are answered as soon as possible.
  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 in early 2021.
  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?

    There will be no changes for Speech to Speech users. 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. However, 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 in early 2021.
    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 from the Resources section.
  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.
    There will be no changes to the way you use this service or to service functionality.
    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.
    In early 2021 we will provide more helpful resources (such as educational videos and guides) to show you how to download and use the new NZ Relay app to make and receive captioned relay calls.
    The NZ Relay app will be free to download from the App store and Google Play store in early 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:

    iPhone – go to
    >Settings
    >General
    >About
    >Software should be version 12 or greater

    Android
    >Press Settings button
    >About Phone
    >Android Version
    >Software should be version 7 or greater

    For further support, you may like to ask a whānau member, friend or support person for help. You can also contact the NZ Relay help desk.
  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?

    In early 2021 we will provide more helpful resources (such as educational videos and guides) to show you how to download and use this new app to make and receive captioned relay calls.
    You may also like to ask a whānau member, friend or support person for help.
    After 1 February 2021, you can also contact the NZ Relay help desk at any time for support to download and use this app.
  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 in early 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.