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Background
The Federal Communications Commission (FCC)
requires Telecommunications Relay Service (TRS) providers to be
able to handle all calls normally carried by telephone companies,
including “coin sent-paid” calls (calls made from a coin-operated
payphone). A program developed by local and long distance
telephone companies, TRS providers, independent payphone service
providers, and organizations representing persons with hearing and
speech disabilities can help you make a relay call from a
payphone.
TRS and How It Works
TRS is a service that enables persons with
hearing or speech disabilities to communicate by telephone with
persons who do not have such disabilities. This communication is
accomplished through TRS centers using trained communications
assistants (CAs) who relay conversations using either text, voice,
or video devices. For more information about TRS, see the FCC’s
consumer fact sheet at
www.fcc.gov/cgb/consumerfacts/trs.html.
TRS is available 24 hours a day, seven days a
week, at no extra cost to callers. Your local relay service can be
accessed by dialing 711, a toll free relay service number, or the
TRS center’s seven digit number that can be found in the Customer
Guide pages of your local telephone directory.
The Payphone Relay Program
The payphone relay program covers local and
long distance calls. You can make such calls from any
coin-operated public payphone using TRS. If a call is local, you
do not need to use coins, a calling card, or a prepaid card. Just
dial 711 on most payphones and give the local number you wish to
call. You can make long distance calls by charging them to your
calling card, including a prepaid card, or by calling collect.
Charges for calling cards may vary, so check with your provider
about applicable rates. For more information on prepaid phone
cards, see the FCC’s consumer fact sheet found at
www.fcc.gov/cgb/consumerfacts/prepaidcards.html.
Getting a Telephone Calling Card or Prepaid
Card
If you want information about obtaining a
telephone calling card or prepaid card, call your TRS provider,
the business office of your local telephone company, your long
distance carrier, or, if available, a center for individuals with
special needs. The TTY and voice numbers for such centers can be
found in the Customer Guide pages of your local telephone
directory. Prepaid cards are also available at convenience stores,
gas stations, grocery stores, newsstands, and other public places.
The FCC does not currently regulate prepaid
card rates, so check with the provider and shop around for the
best prices.
Filing a Complaint with the FCC
If you have a complaint about lack of or
improperly functioning payphone relay service, first try to
resolve it with the service provider. If you cannot resolve the
matter directly, you can file a complaint with the FCC. There is
no charge for filing a complaint. You can file your complaint
using the on-line complaint Form 2000C found on the FCC Web site
at www.fcc.gov/cgb/complaints.html.
You can also file your complaint with the FCC’s Consumer Center by
e-mailing fccinfo@fcc.gov;
calling 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC
(1-888-835-5322) TTY; faxing 1-866-418-0232; or writing to:
Federal Communications
Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, DC 20554.
What to Include in Your Complaint
The best way to provide all the information
the FCC needs to process your complaint is to complete fully the
on-line complaint Form 2000C. If you do not use the on-line
complaint Form 2000C, your complaint, at a minimum, should
indicate:
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your name, address, e-mail address, and
phone number where you can be reached;
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whether you are filing a complaint on
behalf of another party, and if so, the party’s name, address,
email address, day time phone number, and your relationship to
the party;
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preferred format or method of response
(letter, fax voice phone call, e-mail, TRS, TTY, ASCII text,
audio recording, or Braille);
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that your complaint is about accessing TRS;
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the name, address, and telephone number (if
known) of the company or companies involved with your complaint;
and
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a brief description of your complaint and
the resolution you are seeking, and a full description of the
equipment or service you are complaining about, including date
of purchase, use, or attempt to use.
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For More Information
For more information about payphone
relay service, TRS, or FCC programs to promote access to
telecommunications services for people with disabilities,
visit the FCC’s Disability Rights Office Web site at
www.fcc.gov/cgb/dro. For
information about other telecommunications issues, visit
the FCC’s Consumer & Governmental Affairs Bureau Web site
at www.fcc.gov/cgb, or contact the
FCC’s Consumer Center using the information provided for
filing a complaint.
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Federal Communications Commission
