FREQUENTLY ASKED QUESTIONS
ON
TELECOMMUNICATIONS RELAY SERVICE (TRS)

What is Telecommunications Relay Services (TRS)?

Telecommunications Relay Services, or TRS, enables telephone conversations between people with and without hearing or speech disabilities. TRS relies on communications assistants (CA) to relay the content of calls between users of text telephones (TTYs) and users of traditional handsets (voice users). For example, a TTY user may telephone a voice user by calling a TRS provider (or "relay center"), where a CA will place the call to the voice user and relay the conversation by transcribing spoken content for the TTY user and reading text aloud for the voice user.

Is TRS required by law?

Yes. TRS is required by Title IV of the Americans with Disabilities Act (ADA), and to the extent possible, must be "functionally equivalent" to standard telephone services. Interstate and intrastate relay services are available in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands.

When can I use TRS and how do I access the service?

TRS is available 24 hours a day, 7 days a week, the same as voice phone communication. You can access the TRS service either through voice or TTY by dialing the TRS number for your state (which is often found in the information section of your phone book). The TRS access number is usually a toll-free numbers.

Are calls made through TRS free of charge?

No. While the inbound call to the TRS center is a toll-free call, the TRS user will be billed for the completed call to the party he/she asks the TRS center to call through the relay, as if the TRS user had placed the same call through the voice network. The TRS user will pay rates that are no greater than rates paid by a voice telephone user for the same type of call (with respect to factors such as distance, time of day, and the duration of the call). TRS users cannot be charged or billed extra because they are using TRS.

What is the function of a communications assistant (CA)?

A communications assistant is an employee of the TRS provider who transliterates conversation from text to voice and from voice to text between two end users of TRS.

Do CAs receive special training?

TRS providers are responsible for ensuring that CAs are sufficiently trained to effectively meet the specialized communications needs of individuals with hearing and speech disabilities, that CAs have competent skills in typing, grammar, spelling, interpretation of typewritten American Sign Language (ASL), and possess familiarity with hearing and speech disability cultures, languages and etiquette.

How can I be assured my TRS calls will remain confidential?

Except as authorized by section 705 of the Communications Act, 47 U.S.C. 605, CAs are prohibited from disclosing the content of any relayed conversation regardless of content and from keeping records of the content of any conversation beyond the duration of a call, even if to do so would be inconsistent with state or local law. CAs are prohibited from intentionally altering a relayed conversation and, unless federal, state, or local law prohibits (for example, use of phone for illegal purposes), must relay all conversation verbatim unless the relay user specifically requests summarization.

What types of calls can I make with TRS?

Consistent with the obligations of common carrier operators, CAs are prohibited from refusing single or sequential calls or limiting the length of calls utilizing relay services. TRS shall be capable of handling any type of call provided by common carriers. Providers of TRS are permitted to decline to complete a call because credit authorization is denied. Also, due to some technical difficulties with completing calls made through coin telephones, TRS users, under an alternative plan adopted by the industry, can currently make local TRS calls through a coin phone free of charge, and toll calls made through a coin phone can be made with a calling card or pre-paid phone card.

Does it take a long time to set up and process a TRS call?

TRS centers are required by FCC rules to have adequate staffing to provide callers with efficient access under projected callings volumes. Except during network failure, TRS must answer 85% of all calls within 10 seconds, and no more than 30 seconds shall elapse between receipt of dialing information and the dialing of the requested number. Today, CAs use sophisticated terminal equipment to enhance call delivery, and TRS providers may offer features such as "call profiling" that speed up call-set up times.

How are TRS services funded?

Costs for intrastate TRS (that is, TRS calls made within a state) are paid by the states. The states usually recover intrastate TRS costs through a very small surcharge applied to the telephone bills of all telephone customers in a state. Costs for interstate TRS (that is, TRS calls that cross state lines) are paid through the Interstate TRS Fund, a shared-funding mechanism that is funded by contributions from all interstate carriers in the United States. The Interstate TRS Fund is currently administered by the National Exchange Carrier Association (NECA).

How do I file a TRS complaint?

TRS complaints can be filed with the states and with the FCC. If the FCC receives a complaint alleging violation of the rules with respect to intrastate TRS within the state, and FCC certification of such state is in effect, the Commission will refer the complaint to that state expeditiously.

The Commission will handle the complaint if final action under the state program has not been taken within 180 days after the complaint is filed (or a shorter period as prescribed by the state regulations), or if the Commission determines that the state program is no longer qualified for certification.

Complaints should be in writing, filed with the appropriate state office, usually the state public utilities commission or the state TRS administrative agency. You may obtain more information by calling your TRS Customer Service Center. The complaint may also be forwarded to: Federal Communications Commission, Common Carrier Bureau, Network Services Division, TRS Complaints, 2000 M Street, Washington, DC 20554; however, if the state has a certified TRS program, the complaint will be forwarded to the state for disposition.

The complaint shall contain:

(1) Name and address of complainant,

(2) Name and address of defendant against whom the complaint is made,

(3) A complete statement of facts, including supporting data, where available,

showing that such defendant did or omitted to do anything in contravention

of the rules,

(4) A statement of the relief sought.

MARCH 1998