TRS Update - Part 1

Public Forum and Technology Expo on Telecommunications Relay Service

Editor: Cheryl Heppner, Executive Director of the Northern Virginia Resource Center for Deaf and Hard of Hearing Persons (NVRC) recently attended a Telecommunications Relay Service meeting at the Federal Communications Commission (FCC). If you're interested in the latest and greatest information on relay services, here it is! (Thanks, Cheryl)

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K. Dane Snowden - The event kicked off with opening remarks by K. Dane Snowden, the FCC's Chief of the Consumer & Governmental Affairs Bureau. He talked about how, when writing the Americans with Disabilities Act, Congress knew that in order to be successful relay services would have to keep pace with technology. They entrusted the FCC with the responsibility to ensure this. Recently, the FCC Commissioners agreed that using computers and the Internet as part of a relay call is an ideal application for telecommunications relay service (TRS). They ruled that its costs can be reimbursable through the Interstate TRS Fund. Just because the FCC doesn't regulate the Internet does not mean that TRS users can't make use of it, Snowden said. He believes this decision illustrates that the FCC is willing to consider many different applications and methods of providing TRS as long as they clearly benefit consumers.

Commissioner Kathleen Abernathy - Commissioner Abernathy said that it is critical that the FCC stay involved and active for the technical advances that benefit TRS. She pointed out that all Americans benefit from TRS because it makes possible the free flow of information, and that this follows a pattern. Many other things designed to help people with disabilities have allowed those without disabilities to reap benefits as well. To cite one example, the transistor's first application was in hearing aids. Abernathy said that the Commissioners are united in their effort to improve TRS and that they must not allow regulation artifacts to slow the development of TRS. She hopes they will continue to encourage innovation and technical advances, including the new captioned telephone that recently petitioned to be permitted to receive TRS funding.

Commissioner Michael Copps - Commissioner Copps acknowledged that many products and services can mean the difference between life on the edge and a productive, independent life. He said that the high jobless rate for people who are deaf and hard of hearing is simply unacceptable and that it cannot and must not be allowed to continue. He believes that technology must be harnessed to assist economic opportunity. His personal belief is that having access to advanced technology is as important as basic telephone access for each and every citizen. His "to do" list includes completing action on Section 255 to carry out the mandate's intent to make telecommunications products and services accessible to people with disabilities, including hearing aid compatibility with digital wireless telephones and ensuring that emergency 911 calls made by TTY using wireless phones are compatible. He also feels strongly about the need for outreach about TRS and making greater use of private sector partnerships.

Panel: TRS and Current Issues - Margaret Egler, Deputy Bureau Chief for Policy in the Consumer & Government Affairs Bureau, praised the work of Pam Gregory and the Disability Rights Office. She noted that the recent approval of Internet Protocol (IP) relay started with a petition by Worldcom and outlined some of the details such as a 1-year waiver on requiring it to cover speech-to-speech calls. The FCC hopes that IP relay will help drive down the cost of relay services to consumers.

Janet Sievert, Senior Staff Attorney in the Disability Rights office of the Consumer & Government Affairs Bureau, is now working on the TRS Notice of Proposed Rulemaking (NPRM) of 2000 and this is anticipated to be a large item to deal with. Sievert gave remarks on the TRS recertification process required of each state between July 26, 2002 and October 1, 2002. State certifications expire on July 26, 2002.

As part of the recertification process, complaint logs are now required from each state. There has been some discussion about what information should be included in those complaint logs. Currently a summary is required. The FCC had hoped that these summaries would help identify patterns that need to be addressed. The FCC is now looking at changing what information is required so that it can be made more usable. They want to be able to post this information on their website and have consistency in how complaints are handled.

Limitations in "carrier of choice" continue to be a problem with TRS users. The FCC is aware that many people using relay services can't access special pricing plans and can't always use the telephone service carrier they want or have access to certain services. They are working to get this resolved.

Jenifer Simpson, Telecommunications Accessibility Specialist for the Consumer Inquiries and Complaints Division of the Consumer & Government Affairs Bureau, gave a snapshot of TRS-related complaints received by the FCC. From January 1 to April 30 of this year, 83 inquiries and complaints were received. The inability to access TRS by dialing 711, inability to have carrier of choice, and problems with charges being incorrect were among the primary complaints.

Kris Monteith, Chief of the Policy Division of the Wireless Telecommunications Bureau, originally dealt with TRS issues when she came to the FCC. Now she has come full circle and is back to dealing with them in her current position. She talked about the TRS certification renewal by states and then the floor was opened for questions.

Q: (Pam, Md Relay) Complaints submitted to the FCC are currently only the ones where an operator number is taken; ones that are anecdotes or without full information have not been included. Will those be required?
A: The FCC gets a lot of complaints that are anecdotal or do not have complete information. They will look into whether these should also be documented in the required reports.

Q: (Bonnie, Louisiana Relay) What is the FCC's feeling about requiring TRS to provide true Caller ID? A: "True Caller ID" defined as getting the phone number of the person who called the relay to reach you, and not the phone number of the relay, is being considered.
A: The FCC will consult with experts as they examine it.

Q: (Kansas Relay) Most complaints are filed by the TRS provider; can the state administrator add comments?
A: This would be very useful information

Q (Len, Australia) Will the FCC address the loopholes in IP (Internet Protocol) Relay? (NOTE: He further elaborated that consumers in Australia and the United Kingdom have been using their computers to take advantage of the U.S. IP relay services, and cautioned that the U.S. may end up funding world relay services)
A: If this becomes a concern to carriers, the FCC will address it.

Q: (Ed, Texas) Video relay services have been allowed to develop without asking the permission of states relay administrators. If they are being provided without this oversight, how can the state monitor the quality? A: Complaints help show the quality of services. The FCC will continue to monitor this situation.

Comments:
1. Illinois Relay - Collection of cellular revenue is a concern. The TRS regulations give no authority over cellular services, and Illinois is losing land lines (which fund relay services) to cellular.
2. Gil Becker, NASRA - There is a need to address outreach. Too many people still don't know about relay services. The law requires public education, but it is not happening.

Part Two