Deaf Australia is continuing to advocate for the Deaf community during upcoming changes to the National Relay Service (NRS), particularly the transition of Video Relay Service (VRS) from Skype to Microsoft Teams.

Recently, Deaf Australia shared an Auslan video produced by the Department of Communications outlining the changes to VRS. The current Skype-based service is expected to end in May, with the platform moving to Microsoft Teams. Since this announcement, Deaf Australia has been monitoring community feedback across social media, including Facebook and Instagram.

Community responses have been mixed. While some people have welcomed the transition, many others have raised concerns about whether the new platform will meet their needs and whether enough support has been provided to help users learn how to navigate Microsoft Teams.

Deaf Australia’s advocacy work

Deaf Australia has been actively gathering community feedback and raising these concerns directly with Concentrix, the company responsible for delivering the NRS. Feedback collected from the community will continue to be documented and shared with Concentrix to ensure the lived experiences of Deaf users are heard.

Through recent discussions, Concentrix acknowledged that there are gaps in accessible communication between the NRS provider and the Deaf community. They have indicated a willingness to improve and have accepted that current communication channels are not always accessible or effective.

One suggestion raised by Deaf Australia was for Concentrix to create a dedicated social media presence for Australian users, similar to their operations in New Zealand, where the same company maintains a Facebook page and shares updates with the Deaf community using New Zealand Sign Language. Deaf Australia believes a similar approach in Australia would improve communication, allow easier sharing of updates, and create a more accessible way for community members to provide feedback.

User research workshop highlights

A representative from Deaf Australia recently attended a user research workshop hosted by Concentrix, aimed at collecting feedback about the performance of the NRS. The workshop provided an opportunity to raise several important issues affecting users.

Key concerns discussed included:

• The requirement for users to register before accessing the service, which many believe creates an unnecessary barrier.
• Reports from some users that calls were repeatedly disconnected because call recipients did not understand the NRS or were concerned the calls were scams.
• Inconsistent quality among relay officers.
• Limited service hours, with the NRS not currently operating 24/7.
• A lack of awareness in the community that the NRS can also be accessed through AccessHub, highlighting ongoing communication gaps.

Deaf Australia emphasised that while information may exist online, many Deaf people remain unaware of important updates or alternative access pathways because communication has not been effectively tailored to the community.

Next steps

Deaf Australia will continue to work behind the scenes to advocate for improvements to the NRS and ensure the service better meets community needs. This includes continuing discussions with Concentrix, monitoring feedback, and pushing for stronger accessibility standards.

In the coming weeks, Deaf Australia is also considering inviting Concentrix to participate in an online Q&A session, where community members would be able to ask questions, share experiences, and hear directly from the service provider. This session is expected to help build understanding around the transition and provide an opportunity for open discussion.

There are also plans to explore community information sessions on how to use Microsoft Teams, to support those who may need assistance adjusting to the new platform.

Staying informed

Deaf Australia encourages all members of the community who use the NRS to stay informed, share their experiences, and follow future updates. Community voices remain critical in shaping how these services are delivered and improved.

Deaf Australia thanks everyone who has shared feedback so far and remains committed to ensuring the Deaf community’s concerns are represented throughout this transition.

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