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Background
Video Relay Service (VRS) is a form of
Telecommunications Relay Service (TRS) that enables persons with
hearing disabilities who use American Sign Language (ASL) to
communicate with voice telephone users through video equipment,
rather than through typed text. Video equipment links the VRS
user with a TRS operator – called a “communications assistant”
(CA) – so that the VRS user and the CA can see and communicate
with each other in signed conversation. Because the conversation
between the VRS user and the CA flows much more quickly than
with a text-based TRS call, VRS has become an enormously popular
form of TRS. For more information about other forms of TRS, see
the FCC’s consumer fact sheet at
www.fcc.gov/cgb/consumerfacts/trs.html.
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How VRS Works
VRS, like other forms of TRS, allows
persons who are deaf or hard-of-hearing to communicate
through the telephone system with hearing persons. The VRS
caller, using a television or a computer with a video
camera device and a broadband (high speed) Internet
connection, contacts a VRS CA, who is a qualified sign
language interpreter. They communicate with each other in
sign language through a video link. The VRS CA then places
a telephone call to the party the VRS user wishes to call.
The VRS CA relays the conversation back and forth between
the parties -- in sign language with the VRS user, and by
voice with the called party. No typing or text is
involved. A voice telephone user can also initiate a VRS
call by calling a VRS center, usually through a toll-free
number.
The VRS CA can be reached through the
VRS provider’s Internet site, or through video equipment
attached to a television. Currently, more than a half
dozen providers offer VRS. Like all TRS calls, VRS is free
to the caller. VRS providers are compensated for their
costs from the Interstate TRS Fund, which the Federal
Communications Commission (FCC) oversees.
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Benefits of VRS
VRS has quickly become a very popular
service. It offers several features not available with the
text-based forms of TRS:
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VRS allows those persons whose primary
language is ASL to communicate in ASL, instead of having to type
what they want to say.
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Because consumers using VRS communicate in
sign language, they are able to more fully express themselves
through facial expressions and body language, which cannot be
expressed in text.
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A VRS call flows back and forth just like a
telephone conversation between two hearing persons. For example,
the parties can interrupt each other, which they cannot do with
a TRS call using a TTY (where the parties have to take turns
communicating with the CA).
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Because the conversation flows more
naturally back and forth between the parties, the conversation
can take place much more quickly than with text-based TRS. As a
result, the same conversation is much shorter through VRS than
it would be through other forms of text-based TRS.
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VRS calls may be made between ASL users and
hearing persons speaking either English or Spanish.
What Consumers Should Know
VRS is different from some of the other forms
of TRS in two important ways: (1) the conversation between the VRS
user and the CA is made through a video link and sign language,
rather than typed text; and (2) the service relies on the
Internet, rather than the telephone system, for the connection
between the VRS user and the CA. It is a relatively new service
and, unlike some other forms of TRS, it is not mandatory. Here are
some things you should know:
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Preferential treatment of calls is
prohibited. VRS (and TRS) providers must handle calls in the
order in which they are received. They cannot selectively answer
calls from certain consumers or certain locations.
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Unlike with some of the other forms of TRS,
the VRS CA may not be able to offer or handle some call
services, such as operator-assisted calls and 900 (pay-per-call)
calls.
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For emergency calls (for example, calling
the fire or police department), a VRS CA may not be able to
automatically direct the call to the appropriate emergency
service provider or know the caller’s location. TRS and VRS
should not be used for emergency calls. Emergency calls should
be placed by dialing 911 directly on a TTY using the regular
telephone network.
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The TRS rules do not require you to choose
or use only one VRS provider. You can choose any of several
different providers of VRS.
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Accepting VRS equipment from one provider
does not prohibit you from using another VRS provider on other
equipment you may have.
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VRS (and TRS) providers may not offer you
financial incentives to use their service or to make more or
longer VRS (or TRS) calls.
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VRS is not the same as Video Remote
Interpreting (VRI). VRI is the use of an interpreter located at
a remote location through a video connection when two people are
together and they need an interpreter. VRS may not be used in
such circumstances. VRS is a type of telephone call.
Speed-of-Answer and 24/7 Requirements for VRS
The FCC has adopted various rules to improve
VRS service. Speed-of-answer requirements were phased in during
2006 and took full effect on January 1, 2007. Now VRS providers
must answer 80 percent of all VRS calls within 120 seconds. VRS
providers must also offer the service 24 hours a day, seven days a
week.
Filing a Complaint with the FCC
If you have a problem with VRS, first try to
resolve it with the provider. If you are unable to resolve it
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, D.C. 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, email, TRS, TTY, ASCII text,
audio recording, or Braille);
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that your complaint is about 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 VRS or TRS,
or to learn more about 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
