Telecommunication Relay Service
A Telecommunications Relay Service is an operator service that allows people who are deaf, hard of hearing, deafblind, or have a speech disorder to place calls to standard telephone users via a keyboard or assistive device thus resulting in relay calls.
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The ADA requires businesses to take necessary steps to communicate effectively with clients with hearing, and speech disabilities. Many individuals who are deaf or have other hearing or speech disabilities use a Text Telephone (TTY) or text messaging instead of a standard telephone. The ADA established a free telephone relay network (National Relay Service) to enable these individuals to communicate with businesses and vice versa. When a person who uses such a device calls the relay service by dialing 7-1-1, a communications assistant calls the business and voices the caller's typed message, and then types the business's response to the caller. We MUST accept and treat relay calls just like other calls. The communications assistant will explain how the system works if necessary.
By law, we cannot refuse to assist these clients. However, we see a high volume of fraudulent relay calls so for the protection of our client we do take additional steps to ensure that we are truly assisting our client.
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If you get a relay call, do the following:
- Please check to see if there are messages on the account. We should have a message that says relay client or an indication of the client's disability
- Follow ID procedures.
- Request an inquiry code, even though a Relay party is on the line.
- Send a PAC if applicable.
- If you feel uneasy for any reason please let a team leader know so that they can look at it with you before you refuse to assist the client.
Tips and Resources to assist when taking Relay Calls
Below are some tips and resources that will help assist us when we take Relay Calls.
Recognizing Legitimate Relay Calls
Fraudsters are now calling companies directly and portraying themselves as relay operators. Ask to speak with a supervisor, legitimate relay services always have a supervisor or administrator available to assist callers who may have questions or need support.
DeleteNot All Internet Relay Calls are Fraudulent
Most often, however, fraud will probably be via an internet relay service (what is the difference between a state and internet relay call).
- IP Relay calls begin with the operator saying, “Hello, this is IP relay operator #XXXX
- State’ Relay calls begin with the operator saying, “Hello this Relay Colorado, South Dakota Relay, etc.” Relay operators will always provide an ID number when requested.
Educate Business About Red Flags
This may allow them to recognize the fraudulent activity, there is good information located within the Consumer Advisory Alert on doing business using IP relay. http://www.fcc.gov/cgb/consumerfacts/iprelayfraud.html Business should make their own decisions concerning the call and proceed to do business during a relay call as they would with any call suspected to be fraudulent.
DeleteHow and When to Report Issues
The FCC Consumer Advisory provides information, if you have been a victim of fraud or attempted fraud, you can report it directly to the Federal Trade Commission (FTC) at www.ftc.gov or 1.877.FTC-HELP (1.877.382.4357). You can also report fraud to state law enforcement agencies. Further, you can file complaints and information regarding Internet crimes with the Federal Bureau of Investigation (FBI) at www.ic3.gov.
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