06/05/2026
Important update: The National Relay Service is taking action on scam calls
The National Relay Service, or NRS, is an essential communication service for many people who are Deaf, hard of hearing, or have speech communication needs.
Unfortunately, between May and November 2025, the NRS experienced a significant increase in scam activity. These scam calls created risks for users, disrupted communication with businesses and organisations, and placed extra pressure on Relay Officers and the service overall.
The NRS has now introduced stronger processes to help identify and stop suspected scam calls, while continuing to protect access for genuine users.
Previously, Relay Officers were required to relay a call in full, even when it appeared to be a scam. The call could only be assessed after it had ended. This meant scam calls could continue for longer, increasing call volumes and putting extra pressure on the service.
Following discussions with the Australian Government, a new process was introduced in November 2025. Relay Officers can now disconnect suspected scam calls while they are happening.
Since the new process was introduced, the NRS has seen a noticeable reduction in scam-related call volumes and call handling times. This helps free up Relay Officers to support genuine users and reduces the risk of fraud affecting individuals, government agencies, financial institutions and other organisations.
The NRS has also outlined a three-stage approach to help stay ahead of changing scam tactics:
Stage 1: Disconnecting active scam calls
This is already in place. Relay Officers can now end suspected scam calls, helping reduce scam activity through the service.
Stage 2: Improving user registration
The NRS is planning improvements to the registration process to make it harder for scammers to gain access to the service. This will involve consultation with NRS users and government agencies.
Stage 3: Caller verification
Future changes will help confirm that the person making the call is the registered user, adding another layer of protection against impersonation and misuse.
The impact so far has been encouraging. In October and November 2025, the NRS was seeing an average of around 500 undetected scam calls per month. Since 26 November 2025, 94 suspected scam calls were disconnected, and in January, 87 scam call attempts were identified. Based on these figures, scam activity has reduced by around 80% from its peak.
BHA understands that some people may be concerned that extra security steps could make services harder to access.
However, we commend the intention to keep the NRS safe, trusted and available for the people who genuinely rely on it.
Protecting the integrity of the NRS also helps preserve confidence among the businesses, services and organisations that NRS users may need to contact.
We welcome efforts to reduce scam activity while maintaining fair and accessible communication for people who are Deaf, hard of hearing or have speech communication needs.
The video below has no sound and provides an Auslan translation of this information with captions.
National Relay Service - Scams