How To File Complaint Against VRS Providers
23 05 2007All..
These days, I get complaints from VRS users on various VRS Providers. I know other state relay administrators receive same complaints. According to the federal rule, states do not have jursdiction over VRS providers as they are fully funded by Interstate TRS Fund (federal). What I have done is listen and ask if they have complained directly to the VRS providers. Lot of them have not, so I encourage them to do so. Those who already have complained, but got no where – I would try to "represent" them and contact VRS providers. Usually at this point the problem(s) are resolved. Suppose that did not work, the logical step would be to complain to the FCC. It is best if it came directly from you to send complaint to the FCC.
I copied and pasted from the FCC website on how to file complaint regarding VRS provider(s). Remember, the more details you provide, the better the chances for the FCC to take up investigation. Just to say "I waited forever for [bleep] VRS to respond" will not help nor will this "Video Interpreter I got was awful". Remember it is the details that will catch the FCC’s eyes.
Of course, any Relay Texas issues, you should first contact Sprint Relay, failing that, let me know as I’m Relay Texas Administrator. If you’re not happy with me, then u can report to the FCC and ask them do away with my head (kidding, of course).
eyes open & thumbs up,
Ed
RT Admin.
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How to File a Complaint
If you believe a provider is violating the FCC’s rules or you think you’ve been subject to any improper practice regarding TRS or VRS, you can file a complaint with the FCC.
Include your name, address, a telephone or TTY number where you can be reached during the business day, and the name of the provider involved with your complaint. You should also provide as much of the following information as possible:
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an explanation of the circumstances leading to your complaint;
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the names and telephone numbers of the provider’s employees that you notified in an effort to resolve your complaint;
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the dates that you communicated with these employees; and
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any other information that would help the FCC to process your complaint.
To file your complaint electronically, go to www.fcc.gov/cgb/complaints.html. You can also file your complaint with our Consumer Center by e-mail: fccinfo@fcc.gov; telephone: 1-888-CALL-FCC (1-888-225-5322) voice, 1-888-TELL-FCC (1-888-835-5322) TTY; fax: 1-866-418-0232; or mail to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th St., SW
Washington, DC 20554.
There was a website, called relayreview.com, that had comments from users regarding relay services. The site was taken down and I find it very irresponsible for the site owner to take it down because the consumers, the users, have a valid appetitie for what others are saying about the relay services.
I challenge Tayler to resurrect this site up or any one else make a similar site like relayreview.com
Richard
It’s hard to remain impartial when your business are sponsored by the Relay Service.
Stephen,
I have wondered about this, too.
On similar thought, there are lot of non-profit organizations; both at state and federal level who get lot of funding via sponsorship, exhibits, donations, etc., from Relay Service Providers. So sometimes the question is that are they really neutral or are they biased and have hidden obligation to return the favor to Relay Service providers.
Oh, take it from me most of the non-profit organizations do have their clients/patients/relationship in their heart and do help/advocate these people they represent.
Once a while, however, I wondered. There is one analytical tool that I use to determine whether organizations represent consumers or the business that sponsored them. Some of the major decisions made by “leaders” conflict with what grassroots folks really want. Why? Two possible reasons: one is that grassroots folks do not have access to the information that leaders do and knows “what is best for them”. Or, they’re returning a favor to companies/businesses that helped fund the organization. To determine which is which often requires careful analysis and asking right questions to find out.
Can’t resist typing up this remark:
Ergo, state relay administrators are the “true” neutral organization. ;-] We generally watch out for our relay users and making sure that tax funds are well spent. Quality control mostly came from relay administrators by representing relay users. We get paid by state gov’t, and we’re not allowed to accept amy form of offering(s) from businesses including lunch/dinners, gifts, etc., so we’re unbiased.
A person once asked me can I be bought out? With a straight face, I said yes, I can be bought out easily if the amount is 5 Million Dollars (I bet most of ya will say “don’t blame you”) ;-]
As I just learned about the FCC’s plans to cut VRS off, since I dont have a printer.. So I would appreciate it very much for you to type something so that way I can copy and then I send a letter to voice my protest for I do love VRS much better than TTY.. So do my hearing friends in AR love for me to use VRS for it surely cut time to chat with me – comparing to TTY which would take alot of time to wait for turn to talk on “business” issues..
Looking forward to see you, Eddie at AAD! Hope you would bring your wife for I know her from Gally
Oh! By the way, when the FCC commissioners and the chairman receive our letters, I wonder whether if the FCC would force us to pay for the long distance calls whenever we make on VRS – just exactly like when we first use TTY – no charge for LD calls but now we have to pay for it… You may correct me with no argument from me
Hi May,
First of all, the FCC has no intention of cutting off VRS. All the hullaboo is about the FCC reducing reimbursement rate to the VRS providers. VRS providers do not want that to happen so they encourage people to file on their behalf not to reduce reimbursement rate (not all of VRS provider actively encourage their VRS users to do so).
We’ve gotten the taste of VRS and, like you, many people love VRS as I do, too. On long distance charges, it is not likely to happen because the VRS calls are made through Internet.
Ah, will see you at Ark, and my wife, Lisa, as well as children will be going there. It will be good to see my old childhood stomping grounds.
eyes open & thumbs up,
Ed
Actually, Ed–individuals at the FCC has repeatedly brought up the possibility of forcing VRS consumers to pay for long distance on top of their charges for internet connections and equipment and existing phone connections. This idea is, of course, opposed by many.