Recently the Ministry for Business, Innovation, and Employment (MBIE) got in touch to provide information about the upcoming changes to New Zealand’s Telecommunications Relay Services. A new provider, Concentrix, will begin delivering relay services from 1 February 2021.

From this date, some people will experience changes to the way they access and use these services. A new-look website will combine all relay services in one place, and the introduction of a new NZ Relay app for your mobile phone or tablet will mean you can stay connected when you’re on the go. In the meantime, the current relay services will remain available as usual up until 31 January 2021.

More information about changes to CapTel services

Captioned relay services are currently accessed through a CapTel handset or through Web CapTel. If you or someone you know regularly uses CapTel, it’s important to note that there will be changes to these services.

From 1 February 2021 you will no longer be able to make captioned calls through your CapTel handset or through Web CapTel. Instead, captioned relay services will be available on the new NZ Relay app.

Please be assured that this change will not have any effect on your landline phone connection. Your CapTel handset will continue to operate as a landline phone, but from 1 February 2021 it will no longer display any captions on the screen.

If you do not want to keep your CapTel handset, you can return this and receive a refund. More information about this process is available on the NZ Relay website.

Support resources

For more information about this change to CapTel and how you can be prepared, please check out this CapTel flyer and Checklist available on These resources include important information such as the operating system your mobile phone or tablet will need in order to use the NZ Relay app. Please also check out the FAQ section on this webpage for answers to questions you may have.

Over the coming months we will continue to update this webpage with more helpful resources, such as educational videos showing how to download and use this new app. We will update you once this is available but in the meantime, please check back regularly.

Please remember that you can contact the relay service help desk with any questions about these changes, and they will ensure your questions are answered as soon as possible. Email:

TTY: 0800 4 713 713
Voice: 0800 4 715 715
Fax: 0800 4 329 697

Do you know others who use a CapTel handset or Web CapTel, or who would be interested in these changes? Help us to spread the word by sharing this important information with them, too.

Thank you for your time and patience as we work to enhance NZ’s Relay Services.

You can view this information in New Zealand Sign Language here.

Ngā mihi nui,

Relay Service Team

Ministry of Business, Innovation & Employment

15 Stout Street, PO Box 1473, Wellington 6011

NZBN 9429000106078