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Corporate Profile |
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About Australian Communication ExchangeMany Australians have recently experienced a telecommunications revolution, yet tens of thousands more are yet to discover the benefits. As Australia's population distribution changes an increasing number of people are realising that the telephone is becoming a barrier to communication. If you need to contact a person who has a communication or speech impairment, ACE’s trained National Relay Centre staff will relay your calls 24 hours a day 7 days a week, Australia wide and around the world. Strict confidentiality of all calls is guaranteed. This remarkable service is operated by Australian Communication Exchange under contract to the Commonwealth government, and is simply changing people's lives. Australian Communication Exchange (ACE) is a dynamic, consumer-led not-for-profit, national community-based organisation. ACE was formed in May 1995 as a result of a merger between two Australian well known and established "parent" organisations, Deaflink Inc. and Deafness Resources Australia.
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Our Organisation
Provision of a relay service is an activity of Australian Communication Exchange (ACE). The call centre is based in Brisbane. It operates 24 hours a day every day of the year. The operators relay calls between consumers who are Deaf or have a speech or hearing impairment and the wider community via the telephone. People can make a call through the relay service, using either Teletypewriter (TTY) or computer modem to access anyone on the wider telephone network in Australia and overseas. Our People
The Chief Executive Officer oversees the smooth operation of the functions, services and activities of all divisions. The day to day running and management of ACE is carried out by a team of staff who work together to provide an efficient and friendly service. Specially trained Relay Officers (ROs) professionally relay conversations between two parties. Conversations can be relayed in a variety of ways: from text to voice, voice to text, or even use your own voice to converse and read back the return conversation on the screen (this is called VCO or Voice Carry Over). Strict confidentiality of all calls is guaranteed. |
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Our PhilosophyACE has inherited their philosophy of encouraging independence and empowerment through communication and information, and will continue to uphold this tradition. ACE's vision is to facilitate the empowerment of Deaf, hearing impaired and speech impaired Australians through the provision of efficient access to telecommunication and efficient delivery of leading edge products and services. While ACE has seen a significant growth in its demands of its service as well as in the number of staff within the company, around half the non-relay staff have a hearing impairment, speech impairment or are Deaf. This enables ACE to be in touch with their target markets by understanding the needs of their customers. ACE is fast becoming a leader in telecommunication technology for people with disabilities, both on national and international levels. The relay service employs state of the art technologies - most of which have been custom developed here in Australia specifically to deliver this service. Our VisionOur vision for Australian Communication Exchange (ACE) is to facilitate enhanced communication for Australians who are Deaf or who have a hearing, speech or communication impairment through the provision of efficient access to services. To achieve this, ACE will strive to become recognised as a dynamic, progressive and consumer-focused organisation seeking excellence. Our Mission StatementAustralian Communication Exchange is a consumer-led community-based not-for-profit business with the mission of ensuring equity of access to communication channels for its primary consumers – Australians who are Deaf, or who have a hearing, speech or communication impairment - by the efficient delivery of leading edge products and services. Our Guiding PrinciplesAustralian Communication Exchange is committed to:
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ACE is more than ‘a company’.
It is made up of dedicated and motivated teams working together. Everyone at ACE is driven by a desire to offer the very best services and
products to the communities we serve. ACE could not operate without the support of a dedicated and committed Board of Directors and the
contributions of the many people who make ACE a success, must be recognised. ACE has highly professional executive management, skilled and
motivated teams providing corporate support, technical and research expertise and resources consulting and sales. But the largest group
working within ACE are there 24 hours a day, every day of the year.
ACE
is located in Brisbane. The company is managed by a 
