Extra help when calling us

We can help you if you’re deaf or have hearing loss. Or, if you need to talk to someone in your language.

Accessibility

We make sure everyone has access to information about our payments and services.

Read how we make our services accessible.

Help in your language

You can read, listen to or watch information in your language.

You can also talk to someone in your language Monday to Friday between 8 am to 5 pm by calling:

Call services

There are call services you can use if you have hearing loss or speech disability.

National Relay Service is a service if you’re deaf, have hearing loss or speech disability. It can help you make a call through a third person managed by the Department of Infrastructure, Transport, Regional Development and Communications.

How to access a standard, mobile, 1300, or 1900 number

You can follow these steps:

  • TTY users, phone 133 677 then ask for the phone number you wish to call
  • Speak and Listen (speech-to-speech relay) users, phone 1300 555 727 then ask for the phone number you wish to call
  • Internet relay users, visit the National Relay Service website and ask for the phone number you wish to call.

How to access an 1800 number

You can follow these steps:

  • TTY users, phone 1800 555 677 then ask for the 1800 toll-free number you wish to call
  • Speak and Listen (speech-to-speech relay) users, phone 1800 555 727 then ask for the 1800 toll-free number you wish to call
  • Internet relay users, visit the National Relay Service website and ask for the 1800 toll-free number you wish to call.

TTY

We also provide a free direct call TTY service for people who are deaf, have hearing loss or a speech disability. To use this service, you can call us on 1800 810 586. A tele-typewriter phone is required to access this service.

Voice over Internet Protocol (VOIP)

Phone numbers starting with '13' may not be available from VOIP services. Please ask your service provider for more information. If your VOIP service isn't available you can try using a land line.

Call costs

Phone service providers charge a fixed rate for calls from your home phone to 13 numbers from anywhere in Australia. That rate may vary from the price of a local call and may vary between telephone service providers. Calls to 1800 numbers from your home phone are free. Phone service providers may time calls from public and mobile phones and charge them at a higher rate.

Help with forms

If you can’t complete a form you can nominate someone to act on your behalf. If you can’t do this, you can ask for help at one of our service centres.

Page last updated: 12 March 2021