Deaf Australia recently met with the Department of Infrastructure, Transport, Regional Development, Communications and the Arts, alongside a representative from Concentrix, to discuss ongoing concerns and opportunities for improvement within the National Relay Service (NRS).

The meeting formed part of Deaf Australia’s ongoing advocacy to ensure Deaf community members have equitable access to communication services, particularly in critical situations such as emergencies.

Key issues raised

During the meeting, Deaf Australia highlighted several concerns that continue to affect users of the NRS, including:

• Limited availability of Video Relay Service (VRS)
• Accessibility of the Triple Zero (000) emergency system
• Technical platform limitations and system usability
• The communication gap between service providers and the Deaf community
• Interpreter workforce shortages and recruitment barriers

Deaf Australia emphasised that VRS remains an essential service for many Deaf people, particularly for emergency access. This is especially important for people who are not participants of the National Disability Insurance Scheme and may have limited alternatives for accessible communication support.

Government and provider response

The Department and Concentrix acknowledged the issues raised, but indicated hesitation around expanding VRS services further.

They advised that a 24/7 VRS model is currently considered difficult to achieve due to several factors:

• A reported shortage of qualified interpreters
• Concerns regarding interpreting quality, based on complaints received
• The requirement that interpreters have a minimum of five years’ industry experience before working within the NRS
• Recruitment challenges due to strong demand for interpreters across the sector

Deaf Australia expressed disagreement with the view that a 24/7 VRS service is not achievable.

Deaf Australia presented evidence indicating that the current interpreting workforce could support a 24/7 VRS model. The organisation also noted that other interpreting providers already operate 24/7 on-demand services, demonstrating that such a model is possible when appropriately designed and resourced.

Recruitment and pay concerns

Deaf Australia also raised whether pay rates may be contributing to recruitment challenges.

Concentrix responded that their research indicates current pay rates are consistent with broader industry standards. Deaf Australia will continue to monitor this issue, recognising that workforce sustainability remains critical to service quality and availability.

Community consultation and co-design

Concentrix advised that they are currently undertaking community consultation processes to gather feedback on service improvements.

Deaf Australia raised concerns about the current co-design model, noting that service providers should not be prioritised above Deaf community members and service users in decision-making processes.

Deaf Australia advocated for a Deaf-led co-design approach and shared examples of best practice, emphasising that lived experience must remain central to future planning and reform of the NRS.

Triple Zero follow-up

The accessibility of the Triple Zero (000) emergency system was another key focus.

The Department acknowledged the seriousness of this issue and committed to taking further action. Deaf Australia will continue to follow up to ensure meaningful progress is made.

Deaf Australia’s requests

As part of the meeting, Deaf Australia put forward several requests to strengthen accountability and improve outcomes for the Deaf community:

• Regular meetings between Deaf Australia, the Department, and Concentrix
• A formal Department report outlining barriers preventing VRS expansion
• Ongoing updates and action regarding Triple Zero accessibility
• Deaf Australia’s involvement throughout all stages of consultation and reform

The Department agreed to establish regular meetings and noted Deaf Australia’s requests for further action.

Continuing advocacy

Deaf Australia remains committed to advocating for stronger, more accessible relay services for the Deaf community. We will continue engaging directly with government and service providers, while keeping the community informed of any significant developments.

We appreciate the community’s support and patience as this work continues.

To support Deaf Australia’s advocacy efforts, please consider becoming a member when our new membership platform becomes available.

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