Canadian Radio-television and Telecommunications Commission
www.crtc.gc.ca
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Relay services for people with hearing or speech disabilities
Relay services enable people with hearing or speech disabilities to call or receive calls from people without such disabilities. An operator translates and relays the messages between the people on the phone call.
How do relay services work?
In all relay calls, the person without a hearing or speech disability speaks directly to the operator. Depending on the type of relay call, the person with a hearing or speech disability may communicate with the operator using text or sign language.
Which relay services are addressed in Broadcasting and Telecom Regulatory Policy CRTC 2009-430?
In Broadcasting and Telecom Regulatory Policy 2009-430, the CRTC addressed proposals that relate to these types of relay services: Teletypewriter (TTY) relay service, Internet Protocol (IP) Relay Service and Video Relay Service (VRS).
Teletypewriter (TTY) relay service
A TTY is a telephone-typewriter hybrid that transmits text-based messages to another TTY over the telephone network. Also called "traditional message relay service" or "MRS," TTY relay service is a text-to-voice and voice-to-text relay service. In a TTY relay service call, the relay operator communicates with the person who has a hearing or speech disability via TTY and with the person without a hearing or speech disability via voice.
Internet protocol (IP) relay service
IP relay service is also a text-to-voice and voice-to-text relay service. In an IP relay service call, the relay operator communicates with the person who has a hearing or speech disability via text and the person without a hearing or speech disability via voice. The person with a disability uses a device connected to the Internet (e.g., computer, laptop, wireless device) or a text messaging application to reach the relay operator. The person without a disability dials a toll-free number to reach the relay operator.
Video relay service (VRS)
VRS is a sign language-to-voice and voice-to-sign language relay service. In a VRS call, the relay operator communicates with the person who has a disability via sign language and the person without a disability via voice. The person with a disability uses video conferencing to reach the relay operator. The person without a disability dials a toll-free number to reach the relay operator.
How does Broadcasting and Telecom Regulatory Policy CRTC 2009-430 change CRTC regulation of relay services?
Previously, the CRTC determined that all wireline (traditional), wireless, and Voice over IP (VoIP) service providers were responsible for giving their customers access to TTY relay service. Broadcasting and Telecom Regulatory Policy 2009-430 extends the message relay service requirements. One year from the date it was issued, all phone companies that are required to provide TTY relay service (i.e. local phone companies, wireless providers, VOIP phone providers) will be required to give customers access to IP relay service.
