FAQs about the Text Relay service

How much does a Text Relay call cost?

There's no additional charge for using Text Relay. Calls are charged at your telecommunications provider's standard rate. Contact your provider for pricing details.

Is it possible to identifying the relay assistant?

If you want to know the relay assistant's ID or gender, please type (OPERATOR ID) and they will respond with (1234-f) or (5678-m) where the number is their ID and f = female, m = male, by typing (OPERATOR ID).

Please note: they will not tell you their name.

How do I thank a relay assistant or make a complaint?

If you want to report a problem with the way a call was handled, or thank a relay assistant, you do not need to know their ID, for example, 1234-f. Simply contact the Customer Support Helpdesk and tell them your telephone number and the time of the call. They will be able to identify the relay assistant and help you with your query.

Can I leave a message on an answering machine?

Sometimes calls are answered by an answering machine. When this happens, the relay assistant may have to redial so that you have time to tell the relay assistant what message you would like to leave.

If they redialled within 45 seconds of being connected, you will not be charged for the initial call. However, other redials will be charged as standard calls.

Can I call a business that has an automated call system?

Some businesses have automated call answering systems, which ask you to pick an option. When this happens, the relay assistant may have to redial so that you have time to tell the relay assistant which option you would like.

If they redialled within 45 seconds of being connected, you will not be charged for the initial call. However, other redials will be charged as standard calls.

If you're struggling to connect a call to a business, you can have the relay assistant set up the call for you by calling Text Relay Assist.

How are emergency calls from textphones handled?

To call the emergency services, please use your textphone to dial 18000. You will be connected directly to the 999 service and a relay assistant.

You will then be asked which emergency service you require and the relay assistant will relay any questions or instructions from emergency services.

If an emergency call is made, and there is no relay assistant available, we will interrupt another relay call, so that a relay assistant can handle the priority emergency call.