2023-07-01 12:56:49
Video Relay Service (VRS) allows people who use sign language, are hard of hearing or have speech impairments to connect with an interpreter, who then places a call to a voice telephone user.
According to the Alberta Association of the Deaf (AAD), sometimes the person contacted thinks they are a telemarketer or a scammer and hangs up without giving the interpreter a chance to answer. explain that a deaf person is trying to contact her.
Banks and financial institutions sometimes refuse to take the call citing privacy and security concerns.
I have experienced this frustration. I know many deaf people who have experienced this frustration, testifies Kyle Badree, president of the AAD. According to him, it also happens when people try to contact health services, medical services or government services, as well as private companies.
“Hearing people hang up the phone when they hear someone say it’s an interpreted call, they don’t recognize it’s an interpreted call and they hang up. »
— A quote from Kyle Badree, President of the Alberta Association of the Deaf
other hurdles
The president of the AAD also explains that deaf people are sometimes put on hold while an interpreter becomes available. He also points out that data charges can increase if a deaf person uses the SRV app on their mobile device.
As a deaf person, Tessa Rei Lerbekmo-Joyes praises SRV. However, she would like there to be more promotion or education so that hearing people understand how the service works and its importance for deaf people.
She says she had difficulty getting in touch with potential employers, who refused calls or hung up.
The charity Deaf and Hear Alberta (DHA) says an education campaign would help people better understand the service.
Cindy Pilz, a Deaf person who works at the agency, says the hang-up complaint is a common problem. In some cases, she says, a deaf person may be late for a call, through no fault of their own, because they’ve been put on hold for an interpreter.
According to Cindy Pilz, it’s common for deaf people like her to get hung up on the phone.
Photo: Radio-Canada / Bryan Labby/CBC
Do not hang up
The Canadian Video Relay Service (ACS) Administrator is a not-for-profit telecommunications services company mandated by the Canadian Radio-television and Telecommunications Commission (CRTC). Its role is to design, implement and oversee the delivery of VRS. This service, which operates 24 hours a day, 7 days a week, is funded by the federal government to the tune of $30 million per year.
ACS says it has conducted several awareness campaigns with the hearing impaired community, including the Don’t Hang Up campaign.
A spokesperson explains that the administrator has worked with banks, health services and public authorities to establish a personal consent form which allows a third party, the interpreter, to participate in the call.
On the supposed shortage of interpreters, he replied that ACS has consistently exceeded the response time of 90% of customer calls within 120 seconds, with an average wait time generally under 30 seconds. The company even claims that its performance exceeds CRTC requirements.
The Council says a comprehensive review of VRS was launched in 2021 and is ongoing.
With information from Bryan Labby
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