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Source: Australian Department of Communications

If National Relay Service (NRS) users find themselves in an emergency which is either life threatening or time critical they can contact the fire, police or ambulance service using the service.

All calls to emergency services made through the NRS (except for those made through Video Relay), are prioritised ahead of other calls in the NRS system. There is no queue priority for Video Relay calls. In an emergency, NRS Video Relay users are encouraged to contact emergency services using another NRS call channel.

The NRS relay officer will connect your emergency call to Triple Zero (000) and stay on the line, relaying between you and the Emergency Services Operator.

Here is how to connect to emergency services through different NRS call channels:

Internet Relay – ask for Triple Zero (000)

Captioned Relay – ask for Triple Zero (000)

SMS Relay – text 0423 677 767 and include 000 in your first message

Ordinary phone – dial 1800 555 727 and ask for Triple Zero (000)

TTY – dial 106

For step by step instructions on how to make emergency calls using different NRS call channels, see the instruction sheets on the NRS Emergency calls page in Accesshub.

Remember that connection issues can affect the reliability of all calls including calls through the NRS and calls to emergency services.

Tips for emergency calls

  • Always ask for the particular emergency service you need – police, fire or ambulance
  • Don’t hang up. Wait for the relay officer to connect you with the emergency service so they can help you
  • Be ready to state or confirm your location. This will help to quickly connect the call to the closest Emergency Services Operator
  • Be ready to explain the emergency
  • The relay officer will stay on the line to relay your conversation. The emergency service will ask you questions and decide on the best way to help you

If you or someone you know would like to receive the most up-to-date information about the NRS and Accesshub, they can subscribe to Accesshub News and Alerts to receive updates like this one.

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