Frequently Asked Questions
Telecommunications Relay Services (TRS)
The Federal Communications Commission requires that all local telephone companies offer Telecommunications Relay Services (TRS) for the hearing- or speech-impaired. As a public service, BTC offers the following questions-and-answers to help our customers understand TRS.
- What is Telecommunications Relay Services (TRS)?
- Telecommunications Relay Services (TRS) helps people with hearing or speech disabilities to communicate via the telephone. Communications assistants (CAs) 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.
- When can telephone customers use TRS, and how do they access the service?
- TRS is available 24 hours a day, 7 days a week, just the same as voice service. In Georgia, people can access TRS — known here as Georgia Relay Service — by voice or text telephones by dialing the TRS center at 7-1-1, or 1-800-255-0135 (voice), 1-800-255-0056 (TTY), and 1-800-229-5746 (speech-to-speech). All Georgia Relay Service access numbers are toll-free.
- Are calls made through TRS free of charge?
- No, while inbound calls to the Georgia Relay Service center are toll-free, TRS users are billed for the completed call to the party whom they ask the TRS center to reach through the relay, as if the TRS user had placed the call through the voice network. TRS users pay the same rates as a voice telephone user for the same type of call. TRS users cannot be charged extra because they are using TRS.
- How does BTC provide TRS?
- There are various telecommunications vendors that provide TRS service. Georgia Relay Service has a contract with a state-certified vendor, and BTC works with this vendor to set up TRS service.
- What is the function of a communications assistant (CA)?
- The communications assistant (CA) "transliterates" conversation from text to voice and from voice to text. A CA is an employee of the TRS provider.
- Do CAs receive special training?
- Yes, certified TRS providers are responsible for ensuring that CAs are sufficiently trained to meet the communication needs of individuals with hearing and speech disabilities. In addition, CAs must have competent skills in typing, grammar, spelling, and interpretation of typewritten American Sign Language (ASL), as well as possess familiarity with hearing and speech disability cultures, languages, and etiquette.
- Can TRS customers be assured that their calls will remain confidential?
- Except as authorized by law, 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 the call. CAs are also prohibited from intentionally altering a relayed conversation and must relay all conversation verbatim unless the relay user specifically requests a summary. The only exception is if the relay user is using the service for illegal purposes.
- What types of calls can people make with TRS?
- Consistent with the obligations of local telecom providers, CAs are prohibited from refusing single or sequential calls, or limiting the length of calls using relay services. TRS must be capable of handling any type of call provided by a local company. TRS providers are permitted to decline to complete a call if credit authorization is denied. Also, due to some technical difficulties in completing calls made through coin telephones, TRS users, under an alternative plan adopted by the industry, can make local TRS call through a coin phone free of charge. Toll calls made through a coin phone can be made with a calling card or pre-paid phone card.
- How long does it take to process a TRS call?
- FCC rules require TRS centers to have adequate staffing to provide callers with efficient access under projected calling volumes. Except during network failure, TRS must answer 85% of all calls within 10 seconds, and there can be no more than a 30-second lapse 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 hasten the call set-up times.
- How do customers obtain a Tele-Typewriter (TTY)?
- To inquire about a TTY phone or other special equipment, please contact:
Georgia Relay Service
Georgia Public Service Commission
244 Washington St., S.W.
Atlanta, GA 30334
www.georgiarelay.org
800-682-8706 (voice)
800-682-8786 (TTY)
Generally, if individuals have the need for the TTY, they can get one at no charge.
- How are TRS services funded?
- Costs for intrastate TRS (that is, TRS calls made within a state) are paid by the individual states. Generally, states recover their intrastate TRS costs through a small surcharge added to the bills of all telephone customers in the state. BTC charges the following line-item surcharge to our residential and business customers: Residential/Business Relay Service Charge - 05¢. Costs for interstate TRS (that is, state-to-state TRS calls) are paid through the Interstate TRS Fund, a shared-funding mechanism that is funded through contributions from all interstate carriers in the U. S. The National Exchange Carrier Association currently administers the Interstate TRS Fund.
back to top |
|
