Deaf Australians are left stranded in emergencies—will this change that?
- Replies 0
Accessing emergency services is something most Australians take for granted—but what happens when a crucial gap leaves thousands unable to call for help when they need it most?
For members of the deaf and hard-of-hearing community, this challenge isn’t just hypothetical—it’s a daily reality.
Now, a groundbreaking solution is on the table, but will it get the support it needs?
For Rebecca Adam, chief executive of Expression Australia, the inability to call Triple Zero in an emergency had been a lifelong reality.
Born deaf, she had no way to call for help when a man got out of a van and tried to attack her.
‘I was on my own so you know I ran away as fast as my legs could take me and he was chasing me,’ she shared through an interpreter.
Situations like these had forced her to rely on herself, navigating emergencies without access to the same support as other Australians.
Her childhood friend, Gavin Balharrie, had also faced similar struggles after losing his hearing at nine months old.
During a camping trip in Mallacoota, Victoria, five years ago, he found himself in the midst of a bushfire emergency.
The official warnings at the time did not advise evacuating, but he noticed firefighters and locals gathering at a nearby oval.
‘So the app was saying, stay and then the fire chiefs were saying, get ready to go and leave the campsite,’ Balharrie said through an Auslan interpreter.
Unable to hear what was being communicated, he had to video call a friend, Mark, who interpreted the meeting for him.
Determined to prevent others from facing the same barriers, Adam and Balharrie worked on developing an app that would allow deaf and hard-of-hearing Australians to contact Triple Zero through a video call with an interpreter.
Expression Australia had since called on the federal government to fund the world-first technology, estimating that a national rollout with 24/7 interpreters would cost $4 million.
‘We felt that this app would be valuable in giving deaf and hard of hearing people equal access to emergency support services, just like every other Australian that’s out there,’ Adam said.
Currently, the National Relay Service (NRS) provided some assistance but was limited in its availability.
While video calls were offered, they were only accessible during business hours on weekdays and on weekend mornings.
Outside of these hours, users had to rely on typed messages to communicate.
‘I’ve used the National Relay Service for standard calls, making hairdresser appointments, but not in an emergency situation,’ Adam said.
‘I don’t feel that it’s suited for that, that was not designed for an emergency situation.’
Communications Minister Michelle Rowland responded to the concerns, stating that the Albanese Government remained committed to providing accessible communication services, particularly in emergencies.
The government allocated $22 million per year to the NRS, which had been managed by Concentrix Services Pty Ltd since 2019 and would continue under a renewed contract until 30 September 2027.
The NRS handled nearly 1,000 emergency calls in 2024 and operated around the clock, with options including SMS Relay, Video Relay, TTY, and NRS Captions.
However, Rowland acknowledged that due to a shortage of accredited Auslan interpreters, it was not yet possible to offer 24/7 Video Relay.
She confirmed that while the government valued Expression Australia’s efforts in developing the app, there were no plans to provide funding for it at this stage.
‘We look forward to continuing our work with Expression Australia, and other similar organisations, in this regard,’ Rowland stated.
The government had recently launched the Communications Accessibility Consultative Committee to address communication barriers and develop policies with input from disability advocacy groups.
Rowland reiterated that the government would continue working with the community to improve accessibility services for Australians who were deaf, hard of hearing, or had speech difficulties.
In a previous story, we highlighted another critical accessibility issue affecting Australians with disabilities—the lack of adequate public bathroom facilities.
This ongoing challenge continues to leave many without essential services, sparking urgent calls for change.
Read more to see why advocates are pushing for immediate action.
With technology offering new ways to bridge communication gaps, should equal access to emergency services be a higher priority?
Let us know your thoughts in the comments.
For members of the deaf and hard-of-hearing community, this challenge isn’t just hypothetical—it’s a daily reality.
Now, a groundbreaking solution is on the table, but will it get the support it needs?
For Rebecca Adam, chief executive of Expression Australia, the inability to call Triple Zero in an emergency had been a lifelong reality.
Born deaf, she had no way to call for help when a man got out of a van and tried to attack her.
‘I was on my own so you know I ran away as fast as my legs could take me and he was chasing me,’ she shared through an interpreter.
Situations like these had forced her to rely on herself, navigating emergencies without access to the same support as other Australians.
Her childhood friend, Gavin Balharrie, had also faced similar struggles after losing his hearing at nine months old.
During a camping trip in Mallacoota, Victoria, five years ago, he found himself in the midst of a bushfire emergency.
The official warnings at the time did not advise evacuating, but he noticed firefighters and locals gathering at a nearby oval.
‘So the app was saying, stay and then the fire chiefs were saying, get ready to go and leave the campsite,’ Balharrie said through an Auslan interpreter.
Unable to hear what was being communicated, he had to video call a friend, Mark, who interpreted the meeting for him.
Determined to prevent others from facing the same barriers, Adam and Balharrie worked on developing an app that would allow deaf and hard-of-hearing Australians to contact Triple Zero through a video call with an interpreter.
Expression Australia had since called on the federal government to fund the world-first technology, estimating that a national rollout with 24/7 interpreters would cost $4 million.
‘We felt that this app would be valuable in giving deaf and hard of hearing people equal access to emergency support services, just like every other Australian that’s out there,’ Adam said.
Currently, the National Relay Service (NRS) provided some assistance but was limited in its availability.
While video calls were offered, they were only accessible during business hours on weekdays and on weekend mornings.
Outside of these hours, users had to rely on typed messages to communicate.
‘I’ve used the National Relay Service for standard calls, making hairdresser appointments, but not in an emergency situation,’ Adam said.
‘I don’t feel that it’s suited for that, that was not designed for an emergency situation.’
Communications Minister Michelle Rowland responded to the concerns, stating that the Albanese Government remained committed to providing accessible communication services, particularly in emergencies.
The government allocated $22 million per year to the NRS, which had been managed by Concentrix Services Pty Ltd since 2019 and would continue under a renewed contract until 30 September 2027.
The NRS handled nearly 1,000 emergency calls in 2024 and operated around the clock, with options including SMS Relay, Video Relay, TTY, and NRS Captions.
However, Rowland acknowledged that due to a shortage of accredited Auslan interpreters, it was not yet possible to offer 24/7 Video Relay.
She confirmed that while the government valued Expression Australia’s efforts in developing the app, there were no plans to provide funding for it at this stage.
‘We look forward to continuing our work with Expression Australia, and other similar organisations, in this regard,’ Rowland stated.
The government had recently launched the Communications Accessibility Consultative Committee to address communication barriers and develop policies with input from disability advocacy groups.
Rowland reiterated that the government would continue working with the community to improve accessibility services for Australians who were deaf, hard of hearing, or had speech difficulties.
In a previous story, we highlighted another critical accessibility issue affecting Australians with disabilities—the lack of adequate public bathroom facilities.
This ongoing challenge continues to leave many without essential services, sparking urgent calls for change.
Read more to see why advocates are pushing for immediate action.
With technology offering new ways to bridge communication gaps, should equal access to emergency services be a higher priority?
Let us know your thoughts in the comments.
