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The future of the NZ Relay Service

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Submissions due: 06 July 2026, 5pm

The 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. We want to hear from the community to ensure the service remains relevant, safe, and fully meets the needs of its users.

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NZ Relay Service

The NZ Relay Service helps New Zealanders who are Deaf, Deafblind, hard-of-hearing, experiencing hearing loss, or who have speech impediments to use the phone and communicate equitably.

Most services are available 24/7 through the NZ Relay app or website:

Text relay

Type your message, and a Relay Assistant (RA) reads it aloud to the person you are calling and types their response back to you.

Captioned relay

Speak directly to the other person while a trained operator transcribes their spoken words into real-time text on your screen.

Speech to Speech (STS)

For users with speech impediments who wish to use their own voice or a synthesiser. An RA listens and repeats words if needed.

Video Interpreter Service (VIS)

Connect with a New Zealand Sign Language (NZSL) interpreter via video. Available Monday-Friday (8 am – 8 pm), Saturday (10 am – 5 pm), and Sunday (12 pm – 5 pm).

Traditional TTY services

Legacy typewriter-based communication services, including Voice Carry Over, Hearing Carry Over, and TTY to Voice.

Key information

Understanding people's experiences of the NZ Relay Service: Consultation document

Published: 2 Jun 2026

This is the discussion document that describes the things we want to talk to people about.

Type

Consultation document

File

DOCX, 1.9MB, 13 pages

Topics

Broadband and Internet, Broadcasting and other communications

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

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. The link to the survey will be available here from 19 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, please 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

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