FREQUENTLY ASKED QUESTIONS
WHAT IS A NRS?
NRS stands for National Relay Service, and it’s a service that facilitates your call with a hearing person who is using the phone. Depending on the type of call, an operator will speak, type or use sign language when facilitating the call. It also allows hearing people to call you.
HOW DO I CONTACT CONVO TO HELP ME?
You can call Convo Customer Support via the Convo South Africa app (click on Customer Support button) or visit www.convo.co.za/contactus for more information.
WHY IS THE NRS IMPORTANT?
Through a NRS deaf people will have access to society, just like hearing people do. You will no longer have to ask someone to help you make a call. You will no longer wonder about who called you. You can be independent.
HOW DO I DOWNLOAD THE CONVO APP?
You can download the app from the Apple Store or Google Play Store. Please search ‘Convo ZA’ and download the app. You can also click on one of the icons below.
WHAT TIMES WILL CONVO OPERATE?
The National Relay Service is open from Monday to Sunday from 09:00 to 18:00.
CAN I ASK FOR A SPECIFIC INTERPRETER?
No, due to the nature of on-demand interpreting services, but you can request for a different interpreter for a different spoken language (if available), and if there is a conflict of interest involved that would impact the ability of the interpreter to effectively interpret the call.
CAN I MAKE AN EMERGENCY CALL?
Yes, you can click on the ‘112’ emergency button in the Contacts directory within your app.
WHO WILL THE INTERPRETERS BE?
The SASL interpreters are the most important part in this service, along with you, our deaf customers. That is why we are taking the utmost care in selecting only the best interpreters. We have a very comprehensive Code of Ethics to ensure that confidentiality and professionalism remain a priority.
MUST I MAKE AN APPOINTMENT?
No, the National Relay Service (NRS) is an on-demand service, there is no booking/appointment required. Just make your call!
WHO ENSURES EVERYTHING IS FAIR?
The Independent Communications Authority of South Africa (ICASA)’s role is to regulate both the telecommunications and broadcasting sectors in the public’s interest. In 2021, we were delighted when ICASA passed the ‘Code for Persons with Disabilities‘ regulations requiring Mobile Network Operators (MTN, Vodacom, Cell C and Telkom, for example) to provide NRS.