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 MUCH WILL THE DATA COST?
MTN will give MTN customers 200 voice minutes and 2GB per month for free during the four-month pilot period.
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.
WILL IT BE A 24/7 SERVICE?
In our first year we will be open from 09:00 until 18:00, 7 days a week. In our second year, we will be open from 06:00 until 22:00, 7 days a week. From the third year we will be open 24 hours a day, 7 days a week.
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.
CAN I CALL ANY NUMBER OR ONLY MTN?
No, you can make any phone calls including landline numbers, the same as what hearing people would do. This is the equivalent of any phone calling experience.
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!
WHAT IS A PILOT?
This the first time we’re launching a NRS in South Africa. We need to test everything and make sure that any potential challenges are addressed before we open up to everyone. This is what the pilot is, a phase where we’re testing everything to ensure a smooth service.
I’M NOT MTN, HOW CAN I JOIN?
The four month pilot period is limited to 100 existing MTN customers (with MTN phone numbers) but please sign up with us so that we can communicate with you when it is ready for all MTN customers to sign up.
It is very important for you to sign up even if you are with any other Mobile Network Operator (Vodacom, Cell C, Telkom, etc.) as we will be able to evaluate the current demand and work with the rest of MNOs.
HOW DO I SIGN UP FOR THE PILOT?
Go to www.convo.co.za/signup and follow the interactive questions. The registration process is available in both South African Sign Language and English.
HOW CAN I OPT OUT OF THE PILOT?
You can call Convo Customer Support via Convo South Africa app (click on Customer Support button) or visit to www.convo.co.za/contactus for more information.
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.