Accessibility services - Relay service

If you are interested in this service, call us at one of the following numbers:

  • By phone
    • 1 800 268-9243
  • For TTY/Teletypewriter users
    • Ontario: 1 800 268-9242
    • Quebec: 1 800 361-6476

Hours of operation
Monday to Friday – 8:30 a.m. to 5 p.m. (ET)

How a BRS call works

The Bell Relay Service (BRS) allows deaf, deafened and hard of hearing, or customers with speech disabilities to communicate with hearing persons or non TTY users by phone with specially trained operators acting as intermediary. Relay operators are available 24 hours a day, 7 days a week.

  • Accessing the BRS service

    • TTY teletypewriter national access: 711
    • Voice callers: 1 800 855-0511
    • Mobile: #711

    The Bell Relay Service (BRS) lets TTY teletypewriter users and hearing people communicate with one another by phone with the help of specially trained BRS operators. BRS operators are available 24 hours a day, 7 days a week. Using the BRS is quick and easy. Calls can be placed to almost anywhere in the world. Calls to 900 and 976 numbers, however, are not accepted. All BRS calls are billed as though they were regular phone calls. There are no extra charges.

  • Placing a Bell Relay Service (BRS) call

    • For TTY teletypewriter users
      • Dial 711.
      • Be sure to tell the BRS operator if you intend to make more than one BRS call.
    • Voice
      • Dial 1 800 855-0511 to connect with the BRS operator.

  • How a BRS call works

    • Type in the area code and phone number you would like to call, followed by GA (Go Ahead). (Note: Even if it is not a requirement to give the operator your name or the name of the person you are trying to reach, doing so will make the call smoother when the operator connects with the other user).
    • The operator will then dial the phone number you wish to reach. After a brief pause, the operator may tell you (either verbally or in writing): "I'm just explaining the Bell Canada Relay Service, please hold..."
    • The BRS operator will let you know as soon as someone answers the call, i.e. "John is on the line, GA" (if you provided a name). (Optional - The TTY user may request Voice Carryover (VCO) or Hearing Carryover (HCO).

    • Voice Carryover

      • VCO (Voice Carryover) allows TTY users to speak directly with the person they are calling and to use the TTY to read the response.
      • You must use your TTY to request VCO. To acknowledge your request, the BRS operator will type VCO ON GA.
      • Pick up your handset and speak. When you are finished speaking, remember to say "GO AHEAD" and then return the handset to the TTY. Read the response. When you read GA, pick up your handset to reply.

    • Hearing Carryover

      • HCO (Hearing Carryover) lets TTY users listen to the other person and use the TTY to type what they want to say.
      • Use your TTY to request HCO. To acknowledge your request, the BRS operator will say HCO ON GA. You can pick up the handset to listen to the BRS announcement.
      • Once you hear "GO AHEAD," return the handset to the TTY and begin to type your response. When you type GA, pick up your handset to listen.
    • One person speaks at a time. Turns are taken by saying "Go Ahead" or typing GA (Go Ahead).
    • The TTY user types his/her message to the BRS operator who then voices (relays) it to the hearing person.
    • When the hearing person speaks, the BRS operator types what is said to the TTY user. Speak slowly so the operator can type everything that you say. There will be brief silences as the operator waits for the typed response.
    • Talk directly to the person you are calling, i.e. "I'm glad you called. You're welcome to join us." Don't use sentences directed to the operator, such as "Tell him that I am glad he called. Tell him that he can join us."
    • All calls are kept strictly confidential. Only billing information is kept. No other record of the call is saved. Our operators are professionally trained and observe a very strict code of ethics.

  • Types of BRS calls and charges

    • There is no charge for local BRS calls.
    • Long distance calls will be billed to the number you are calling from, as if you dialled the call directly without using the BRS.
    • The cost of the call will depend on where you are calling, the type of telephone service you have and how you are billing the call.
    • Collect, person-to-person and Calling Card™ calls and calls billed to a third number* are subject to regular operator-handling charges.
    • Calls from a public telephone or hotel must be collect, billed to a third number* or made using a Calling Card.
    • Calls from a public telephone cannot be paid with additional coins nor "quick change" card - the BRS operator cannot collect or return your money.
    • * Calls billed to a third number will always be checked before your call is connected.

  • Discounts for TTY teletypewriter users

    “50% reduction for long distance 
    Under the CRTC rules, TTY/teletypewriter users are entitled to receive a 50% discount on intra-Bell and Canada-Canada long distance calls that are rated under Bell Canada’s basic toll schedule. The discount applied to the weighted average rates that were in effect under the North American basic toll schedule rates on December 18, 1997. To register for the discount of obtain further information on the available long distance discounts for TTY/teletypewriter users, please contact the Special Needs Centre.” 

    • By phone 
    • Ontario: 1 800 268-9243
    • Quebec: 514 495-4840 or 1 800 361-8412
    • With a teletypewriter (TTY) 
    • Ontario: 1 800 268-9242
    • Quebec: 1 800 361-6476

    Hours of operation
    Monday to Friday – 8:30 a.m. to 5 p.m. (ET)

  • General tips for TTY teletypewriter users

    • A TTY (sold prior to 1995) sends signals at 60 words per minute.
    • If you're making a long distance call, plan what you want to say in advance. Use abbreviations, and don't worry about spelling.
    • When calling a large corporation, be sure to give the operator the area and the name of the person you are trying to reach. This way, the call will progress much more quickly, and the operator won't have to keep repeating the procedures for using the BRS system. If you know the extension number of the person you are trying to reach, tell the operator at the beginning of the call.
    • If you type the wrong word or message, either backspace or type the letter X three times (XXX) after the mistake.
    • When you finish your turn, remember to type GA to signal the other person to respond.
    • If the person you are trying to reach is already familiar with the BRS system, tell this to the operator so that he or she doesn't waste valuable time explaining the system.
    • If the message on your screen becomes garbled, press XXX or the spacebar to reconfigure your TTY.
    • You can leave messages on answering machines or voice mail systems with the Bell Relay Service. When you do so, you could mention that you have called using the BRS, and leave the BRS 1 800 number along with your area code and phone number.
    • When the conversation is finished, type GA or SK (Stop Keying). The other person will either continue or type Goodbye (SKSK). You respond with SKSK. Complete your call by placing the handset back on the telephone and turn the TTY power switch OFF.
    • Remember to speak directly to the TTY user, not to the operator.
    • For voice users, speak more slowly than usual to enable the operator to transcribe your message as accurately as possible.
    • Spell names.
    • Always say (or type) GA when you are finished. Always wait for the BRS operator's GA before speaking or typing.
    • Tell the operator at the beginning of the call that you are familiar with the Bell Relay Service.

    • Incoming calls

      • When your telephone rings or you see the signal light flashing indicating an incoming call, place the handset on the TTY coupler and switch the power ON.
      • When you receive a collect call, the TTY operator will type the name of the person calling and ask if you will accept the charges. If you accept, type YES GA; if not, type NO GA.

    • Placing an outgoing call

      • Turn the TTY power switch ON, place the handset on the coupler and dial the telephone number.
      • Watch the signal light: a slow flashing light indicates the line is ringing; a short steady flashing light means the line is busy. If the light is flashing irregularly, it means a hearing person has answered the phone. Press any TTY key to send a high TTY signal to let the person know it is a TTY call.

    • For TTY operator assistance

      • To place either collect, Calling Card or person-to-person calls or calls billed to a third number, dial 1 800 855-1155. Please remember these calls are subject to regular operator-handling charges and are not eligible for any TTY-user discounts.
      • If you have trouble dialling a call yourself (i.e. you are cut off during your conversation or your message is garbled due a problem with the line), the TTY operator can help you complete the call. Depending on the circumstances, the charges may be adjusted.

    • We're interested in your comments

      • If you would like to speak with Bell Relay Service management, please call 1-800-771-6179 (TTY) or 1-800-331-9948 (voice) and leave a message. A representative will return your call.
      • Email us

  • Questions about phone service and repairs

    • If you have questions about your phone bill or you wish to report a problem to the Repair department, please contact the Special Needs Centre:
      • Ontario 1-800-268-9243 (voice) or 1-800-268-9242 (TTY)
      • Quebec 1-800-361-8412 (voice) or 1-800-361-6476 (TTY)

  • In case of an emergency

    • Dial 9-1-1 or your local emergency number. Press the space bar intermittently until you get a response.
    • Be prepared! Note down your local emergency numbers and keep them near your TTY teletypewriter for handy reference.
    • Note: The Bell Relay Service (BRS) is not an emergency service.