Understanding people's experiences of the NZ Relay Service: Consultation document
Published: 2 Jun 2026This is the discussion document that describes the things we want to talk to people about.
File
DOCX, 1.9MB, 13 pages
The future of the NZ Relay Service
Days left
13open
Submissions due: 06 July 2026, 5pmThe Ministry of Business, Innovation and Employment (MBIE) is preparing for a new contract tender for the NZ Relay Service in mid-2026, which will shape service delivery for 2027 and beyond.
On this page I tēnei whārangi
We want to hear from the community to ensure the service remains relevant, safe, and fully meets the needs of its users.
We are offering different ways you can take part:
- Quick online survey: A fast and simple way to provide feedback was originally planned to be available from 19 June. Unfortunately, due to sickness the survey has been delayed and will be available 23 June.
- Online workshop: Share views in a group setting (interpreters provided)
- One-on-One conversation: Speak directly with our team (interpreters provided).
- Written response: Submit thoughts via email or post (including an NZSL portal for New Zealand Sign Language responses).
To register for an online workshop or one-on-one conversation:
- Email: RelayConsultation@mbie.govt.nz
- Text: 021 084 15035
Online workshops, via Zoom, are available at the times below. If these times don't work for you, reach out, and we will figure out how best to speak to you.
- June 23: 5pm to 6.30pm
- June 24: 7pm to 8.30pm
- June 25: 10am to 11.30am
- June 26: 1:30pm to 3pm
- July 3: 1:30pm to 3pm
- July 4: 1:30pm to 3pm
- July 6: 10am to 11:30am
Key information
NZSL submissions: Submit your responses in New Zealand Sign Language (NZSL)(external link) — NZSL Direct
Alternative formats
Braille
Understanding people's experiences of the NZ Relay Service - Braille
Email grace@allisforall.com to receive the Braille file, we are working on getting it uploaded to the website
Audio
Understanding people's experiences of the NZ Relay Service - Audio [MP3, 7.3 MB]
Easy read
Your ideas about the NZ Relay Service - Easy Read [PDF, 1.8 MB]
Web page
Full text version of the consultation document
New Zealand Sign Language
Video Transcript
Key topics for your feedback
Topic 1: Current services and their usage
While overall usage remains steady, there has been a shift away from legacy TTY equipment toward mobile and app based services. We want to know if all current elements of the service still provide value to you.
Topic 2: Reducing service misuse
The NZ Relay Service has had some instances of misuse—mostly prank calls or harassment from people outside the community who do not need the service. This puts the safety of Relay Assistants at risk. One solution is introducing a formal registration process involving a form of ID verification. While this would make the service safer, we recognise it might also introduce new barriers to accessing the service.
How to make a submission
We want to make sure everyone can share their views. You can give feedback in one or more of the following ways:
- Give your response to the questions in this document and email or post it to us.
- Respond to the online survey. A fast and simple way to provide feedback was originally planned to be available from 19 June. Unfortunately, due to sickness the survey has been delayed and will be available 23 June.
- Attend an online workshop to share your views in a group setting. All workshops are captioned and feature NZSL interpreters. Deafblind interpreters will be arranged on request. Email or text to sign up.
- Online interviews: If you need a one-on-one conversation, email or text to sign up.
- NZSL submissions: Submit your responses in New Zealand Sign Language (NZSL) — NZSL Direct
Email RelayConsultation@mbie.govt.nz or text 021 084 15035 for more information about how to take part.
If you email us to have a one-on-one conversation, we will organise your accessibility requirements with you.
If you have other accessibility requirements, email RelayConsultation@mbie.govt.nz or text 021 084 15035.
You can also send your submission by post:
NZ Relay Project Team
ICT Policy & Programmes
Ministry of Business, Innovation & Employment
PO Box 1473
Wellington 6140
New Zealand
Last updated: 19 June 2026