Telecommunications Relay Service

The Government provides a Telecommunications Relay Service for deaf, hearing impaired, speech impaired and deafblind New Zealanders through contracted providers.

Update on the Telecommunications Relay Service

The current contracts for the provision of the Telecommunications Relay Service are due to expire in June 2019. We had begun public consultation to determine the future of the service in the first half of 2018.

However, we have decided to pause the procurement process. This is so we can better reflect stakeholder views and other government policy initiatives and also ensure the Request for Proposals aligns with this.

We will provide updates in due course on this page.

About the consultation

We undertook public consultation to determine the future of the New Zealand Telecommunications Relay Service, seeking views on what services and equipment are required to meet the needs of users.

The feedback from the consultation helped to inform the Request for Proposals for the supply of the Telecommunications Relay Service, when the existing contracts expire.

The consultation closed on 13 April 2018. The summary of submissions, consultation documents and individual submissions are available on the Have your say page.

Other information

Cabinet paper on the consultation of the Telecommunications Relay Service [PDF, 142 KB]

Current contracts for services

Telecommunications relay services supply agreement July 2011 [PDF, 843 KB]

Telecommunications relay services supply agreement July 2011 - Addendum 1 [PDF, 91 KB]

Telecommunications relay services supply agreement July 2011 - Addendum 2 [PDF, 367 KB]

Telecommunications relay services supply agreement July 2011 – Addendum 3 [PDF, 121 KB]

Information on the use of the Telecommunications Relay Service

Monthly call minutes from March 2017 to May 2018

Graphs

Video Interpreting Service [PDF, 190 KB]

Captel and WebCapTel [PDF, 183 KB]

Text based, carry over, voice initiated and speech to speech [PDF, 198 KB]

Graph: Mobile Text Relay [PDF, 177 KB]

Tables

Video Interpreting Service [PDF, 190 KB]

CapTel and WebCapTel [PDF, 188 KB]

Text based, carry over, voice initiated and speech to speech [PDF, 198 KB]

Table: Mobile Text Relay [PDF, 93 KB]

Stock at Rent

March 2017 to May 2018 [PDF, 947 KB]

New Zealand Video Interpreting Service calls per hour and interpreter availability from March 2017 to May 2018

March 2017 [XLSX, 11 KB]

April 2017 [XLSX, 37 KB]

May 2017 [XLSX, 39 KB]

June 2017 [XLSX, 38 KB]

July 2017 [XLSX, 39 KB]

August 2017 [XLSX, 39 KB]

September 2017 [XLSX, 39 KB]

October 2017 [XLSX, 39 KB]

November 2017 [XLSX, 38 KB]

December 2017 [XLSX, 38 KB]

January 2018 [XLSX, 38 KB]

February 2018 [XLSX, 38 KB]

March 2018 [XLSX, 42 KB]

April 2018 [XLSX, 42 KB]

May 2018 [XLSX, 43 KB]

New Zealand Relay Advisory Group

The New Zealand Relay Advisory Group, comprised of representatives of the user community and industry, has helped inform the development of the consultation document.

This group of consumer and industry representatives provides comment and feedback on the Telecommunications Relay Service. The group's roles and responsibilities are set out by charter.

Read more information about the Advisory Group(external link)

Charter for the New Zealand Relay Advisory Group [PDF, 723 KB]