ASL – Summary of the decisions on 2 applications to review and vary the updated VRS Policy
Video is also available in Langue des signes québecoise (LSQ).
Video Transcript
Video Relay Service (VRS) is an accessible basic telecommunications service. VRS allows sign-language users and voice telephone users to communicate through an interpreter. In Canada, VRS is made available through the Canadian Administrator of VRS (CAV). The Commission requires telecommunications companies to fund VRS. The Commission updated its VRS policy in February 2025 to make VRS more inclusive and diverse and to enhance its usability.
In May 2025, the Commission received two applications to review and vary the updated VRS Policy. For a review and vary application to succeed, it must show that there is substantial doubt a policy was correct. If it does this, the Commission can consider how to change the original policy.
One application was from the Deaf and Hard of Hearing (DHH) Coalition, which is made up of the Newfoundland and Labrador Association of the Deaf and Ontario Association of the Deaf. The DHH Coalition argued that VRS is not accessible enough to be equivalent to the telephone service available to hearing persons.
The other application was from the Canada Deaf Grassroots Movement (CDGM). The CDGM asked the Commission to revisit some of the determinations it made in the policy, which they grouped under six main categories: VRS reliability, competition in the VRS market, expanding VRS functionalities, accessibility for marginalized users, removal of the funding cap and governance reform.
In the two decisions issued today, the Commission concluded that the applications did not show substantial doubt that the updated policy was correct. As a result, the Commission denied the two applications and did not change the updated VRS policy.
The Commission values the opinions and views of the DHH Coalition, the CDGM, other DHH advocacy groups, and VRS users. Their views on VRS were crucial to the updated VRS policy. The updated VRS policy explained how the Commission took all of those views and the applicable legal framework into account. It explained why the updated VRS policy was the best way forward to prevent and remove barriers to accessibility in those circumstances.
The Commission encourages VRS users and DHH advocacy groups to continue to share their experiences and perspectives on VRS. The Commission is committed to facilitating ways for people from DHH communities to provide feedback to the Commission and the CAV on VRS.
There are many ways that VRS users can provide feedback to the CAV. For example:
- The CAV Outreach Team holds several virtual and/or in-person events across Canada to connect with the DHH communities.
- The CAV holds biannual discussions with its Consumer Consultation Panel. Members of the panel include nominated representatives and ASL and Langue des signes québécoise (LSQ) registered stakeholder groups.
- The CAV has a customer service line and a live chat that is available for all VRS users across Canada and is open five days a week.
- The CAV Board of Directors has members who represent the ASL and LSQ using communities.
There are also many ways to provide feedback to the Commission:
By mail:
Canadian Radio-television and Telecommunications Commission
Gatineau, Quebec
Canada, K1A 0N2
By telephone (toll-free) via VRS:
1-877-249-2782
By fax:
819-994-0218
By live chat via our website at crtc.gc.ca/eng/contact:
Service hours: Monday to Friday: 8:30 am to 12 pm and 1 pm to 4:30 pm (Eastern time)
By email at infotelecom@crtc.gc.ca:
In your email, give a clear explanation of why you are writing, so we can direct you to the appropriate place.
The DHH Coalition, the CDGM, and other groups representing the DHH community can also consult the ASL and LSQ videos available on the Commission’s website for more information on its processes, including the videos entitled “Your Roadmap to CRTC processes in ASL” and “CRTC Guidelines for Review and Vary Applications - ASL”.
This video is the recording that took place on March 16, 2026:
The CRTC received two applications to review and vary the updated VRS Policy. For a review and vary application to succeed, it must show that there is substantial doubt a policy was correct.
This video introduces summarizes the CRTC’s decisions on the Review and Vary applications received in May 2025.
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