The FCC Consumer & Governmental Affairs Bureau reminded states an...
The FCC Consumer & Governmental Affairs Bureau reminded states and telecom relay service (TRS) providers the annual summary of consumer TRS complaints is due July 1. It said in 2003, out of more than 30 million calls placed through…
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state relay facilities, only 3,500 complaints were reported alleging a violation of one or more of the Commission’s mandatory minimum standards for TRS. “This number represents that less than [0.01%] of TRS calls… resulted in an alleged violation of required service standards,” the Commission said: “This is good news for TRS users.” But it said there still were “some areas where there is room for improvement.” It said more than 75% of complaints came from the interaction between the calling party and the communications assistant (CA). “We therefore remind TRS providers and state administrators that their CAs must, among other things, be knowledgeable of TRS procedures, follow customer’s instructions and continue to keep callers informed about the progress of their call,” the FCC said.