The Department of Infrastructure, Transport, Regional Development, Communications and the Arts manages the policy and contracts that deliver the NRS.
The service consists of a relay service that relays calls between NRS users and the broader community, and an NRS Helpdesk that helps users with enquiries and feedback about the NRS. Since 1 October 2019, the NRS has been delivered by Concentrix(Opens in a new tab/window). Further information regarding this contract can be found on the Register of Telecommunications contracts (NRS)(Opens in a new tab/window).
The NRS regularly conducts user surveys to monitor user satisfaction with the service. Survey results are used to inform improvements to the service such as technical changes, improved training for staff and implementing new user features.