ARCHIVED - Telecom Commission Letter Addressed to Distribution List

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Ottawa, 9 June 2015

Our file: 8665-C12-201403907

By email: Distribution list

RE: Request for information regarding TTY relay and IP relay

Dear Sir/Madam,

On 6 May 2014 Commission staff sent a request for information seeking to understand which of the identified message relay service (MRS)Footnote 1 indicators companies were currently measuring on an ongoing basis. For those indicators not being measured, at that time, companies were asked to confirm that they could start measurement by 1 September 2014. Subsequently, companies responded on 30 June 2014 to confirm which indicators could be measured, on an ongoing basis, as of 1 September 2014.

With this letter, Commission staff requests, by 29 June 2015:

  1. confirmation that MRS services are offered by your company to its retail customers in both English and French;
  2. the data for your company, from 1 September 2014 to 30 May 2015, for all indicators committed to being measured in your 30 June 2014Footnote 2 response. An MS Excel template has been provided for your convenience, and should be used if  possible Footnote 3 . Please refer to Appendix A for a complete list of indicators.

Additional Instructions for all companies

Where your company provides relay services to resellers of local access services, and a detailed breakdown by reseller is not possible, the data should be recorded and aggregated across companies, indicating clearly the names of the companies whose results are included in the total.

Additional Instructions to TELUS Communications Company (TELUS)

Telus, in its 30 June 2014 response, stated that indicators 9 to 12 are available for its wholesale relay service clients on an aggregated basis.  Please provide these aggregated totals and indicate the names of the companies whose results are included.

Regarding detailed expenditures (indicator 13), Telus is to indicate, where possible, which portion is associated to its retail provision of MRS and which portion is associated to its wholesale provision of MRS. Additionally, for both retail and wholesale expenditures, provide the list of companies whose associated expenditures are included in this total.

Finally, Commission staff reminds companies that measurement and recording of MRS data is to continue until otherwise specified.

If you have any questions with regards to this letter, please contact Kay Saicheua at (819) 934-1358 or


Nanao Kachi
Director, Social and Consumer Policy
Consumer Affairs and Strategic Policy


Distribution List

Appendix A

Please provide data separately for (1) IP relay and (2) TTY relay for those indicators (below) that your company committed to in its 30 June 2014 reply:

Call Details

  1. Total number of incomingFootnote 4 calls (by month)
  2. Total number of calls relayed (by month)
  3. Total number of calls relayed per month sorted by (i) day and (ii) hourFootnote 5 and (iii) language
  4. Number of abandoned or unanswered calls per month sorted by (i) day and (ii) hourFootnote 6 and (iii) language
  5. Average wait time (averaged over one month)
  6. Average call duration (averaged over one month)

Customer Details

  1. Total number of MRS users (actual or estimated) detailed by month where possible
  2. Total number of customer complaints (annual) categorized by type of complaint (e.g. wait times, operator-related etc)

Operator details

  1. Number of operators and operator hours per week sorted by (i) English operators and (ii) French operators. If operators perform multiple functions, for example, provide general customer service in addition to providing relay services, the number of operator hours should be specific to the time spent on providing relay services.
  2. Average operator typing speedFootnote 7
  3. Average operator hourly wage rate for (i) English operators and (ii) French operators
  4. Operator qualifications/screening criteria for hiring process

Detailed Expenditures

  1. Monthly breakdown of expenditures, detailing:
    1. Itemized list of capital assets associated with IP relay and TTY relay and the annual equivalent cost that would be applied over the lifespan of the asset, or alternatively, the depreciation associated with the capital cost and financial expenses
    2. Direct operating expenses, with detailed breakdown for operator and network costs
    3. Third party expenses, detailing what the expenses cover (i.e. the terms of the contract). This could include the agreed upon quality of service standards, white-label services or products, the provision of branded websites and user interfaces etc.


Footnote 1

MRS includes both teletypewriter (TTY) relay and Internet Protocol (IP) relay.

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Footnote 2

Response to Commission staff’s 6 May 2014 letter.

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Footnote 3

Please note, this template reflects the questions in Appendix A. There are no new questions or information requested in this template.

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Footnote 4

Incoming calls refers to all calls received at the call-center requiring a relay operator. This includes calls placed and received by the MRS user.

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Footnote 5

Hourly call data is to be detailed by hour starting on the hour, for example 6h00

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Footnote 6

Hourly call data is to be detailed by hour starting on the hour, for example 6h00

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Footnote 7

This measurement has been provided by those companies who were able to provide a response, and no additional response is required.

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