How to make an emergency call using the NRS

Go to the Make an NRS Chat call page (nrschat.nrscall.gov.au)(Opens in a new tab/window) or click on the NRS Chat call link at the top of the page in accesshub.gov.au

Wait to be transferred to the Relay Officer.

1. Type FFF for Fire, PPP for Police or AAA for Ambulance.
2. Type the street address or exact location of the emergency.
3. Type GA (Go ahead). 

Try to stay calm and answer the Emergency Services Officer as well as you can. Type GA each time you finish typing an answer.

Do not hang up until the RO tells you that call is finished.

Send an SMS to 0423 677 767.

Include the following information in the SMS

• 000
• FIRE or POLICE or AMBULANCE
• Your name
• Location of emergency including the address or landmark
• Brief details about the emergency
• GA (Go ahead) at the end of your message.

Wait to be transferred to a Relay Officer and for the Relay Officer to relay the message to the Emergency Services Officer (ESO).

Answer all questions from the ESO.

Send an SMS to 0423 677 767.

Include the following information in the SMS

• 000
• FIRE or POLICE or AMBULANCE
• Your name
• Location of emergency including the address or landmark
• Brief details about the emergency
• T&L or Text and Listen
• GA (Go ahead) at the end of your message.

Wait to be transferred to a Relay Officer and for the Relay Officer to relay the message to the Emergency Services Officer (ESO).

Wait for your phone to ring.

Listen to the ESO and answer all questions from the ESO by text.

Video Relay calls can be used in an emergency to contact emergency services through the NRS. But it is recommended NRS users contact emergency services through a different NRS call option.

Unlike other NRS calls to emergency services – which will automatically be prioritised over other calls in the NRS system – there is no queue priority for Video Relay calls, and services only operate in limited hours.

To continue making a Video Relay call to emergency services, follow the steps below. 

Open your Contacts.

Find and open the NRS Video Relay Service contact.

Sign to the Relay Officer what service you need – Fire, Police or Ambulance.

The Relay Officer will relay everything the ESO says.

Make sure to answer all the questions from the ESO.

Call 1800 555 727, press 1, and ask for Triple Zero (000).

The Relay Officer will connect you to the Emergency Services Officer (ESO).

Do not hang up until the Relay Officer tells you the call is finished.

Go to the Make an NRS Captions call page (nrscaptions.nrscall.gov.au)(Opens in a new tab/window) or click on the NRS Captions call link at the top of each page in accesshub.gov.au.

In the I want to make a call window you can also enter 000 and then click Connect Now.

Your call is now connected to the NRS.

Watch the screen for captions. There will be a short delay between hearing the ESO and captions appearing.

Speak directly to the ESO. Answer all questions and do not hang up until the ESO tells you the call is finished.

For Uniphone TTY

Press the dial button. Pick up the TTY handset. Dial 106.

For Superprint TTY

Press the black switch to turn on the TTY. Press ctrl and 1. Pick up the TTY handset or plug in a headset. Dial 106.

Say ‘POLICE’ or ‘FIRE’ or ‘AMBULANCE’ and give your exact location including street address and state, then say ‘Go ahead’.

Watch the screen for questions from the ESO.

You can also listen to the ESO.

Wait to read ‘GA’ or hear ‘Go ahead’ before replying each time.

To end the call, say “goodbye”’.

Read “goodbye” and “SKSK” (Stop Keying. Stop Keying). This shows that the ESO has hung up.

For Uniphone TTY

Press the dial button. Type 106.

For Superprint TTY

Press the black switch to turn on the TTY. Press ctrl and 1. Type 106 then press the return key.

Type:

• PPP, FFF or AAA,
• your exact location including street address and state
• then “GA” (go ahead).

Read the ESO’s questions on screen and wait to read “GA” before typing your answer.

Type your answers then “GA”.

Do not hang up until the Relay Officer tells you the call is finished.

Turn off the TTY.

For Uniphone, press shift and the TTY On/Off button.

For Superprint, press the black switch and hang up the handset.

For Uniphone TTY

Press the dial button. Pick up the TTY handset. Type 106.

For Superprint TTY

Press the black switch to turn on the TTY. Press ctrl and 1. Pick up the TTY handset or plug in a headset. Type 106.

Pick up the handset.

Wait to hear “Welcome to NRS, this is Relay Officer [Name]. Please enter which emergency service you require, police, fire or ambulance Go Ahead”.

Wait for the Relay Officer to connect you with the Emergency Services Officer (ESO).

Turn off the TTY.

For Uniphone, press shift and the TTY On/Off button.

For Superprint, press the black switch and hang up the handset.