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.


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:

Telephone services

We have some telephone services you can use if you have hearing loss or speech disability.

National Relay Service

If you’re deaf, have hearing loss or speech disability, call us using the National Relay Service. This is an Australia-wide phone and internet service.

Go to the National Relay Service website and enter the phone number you wish to call.

TTY users

For hearing loss assistance, call our general enquiries TTY line to get the phone number you want to call.

For speech disability assistance, call 1300 555 727 to get the phone number you want to call. This is for Speak & Listen users.

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: 26 November 2020