Message Relay Services: Discussion Forum Comments

I am a Deaf myself and I use IP Relay on a daily basis to conduct business.
I believe most, if not all Deafs are aware of some form of Relay Service, especially with TTY-relay. IP-relay itself is gaining traction among the younger Deafs.
The real problem I have experienced myself, is that the hearing communities are not aware of this service. 99% of the time, they require the operator to 'announce relay' (eg: explain the service and provide basic instructions.), thereby extending the overall duration of the call.
This problem is exacerbated when some hearing folks thought the relay announcement was telemarketing, and they would hang up before the operator could finish, and we would have to call back several times to actually make a call go through. Other times, some businesses have actually hung up outright, knowing exactly what a relay service is, but they just don't want to spend the time to 'talk through an operator', etc.
I believe more education / marketing is needed in the mainstream communities to let them be aware that there are Canadians out there relying on this very important service to communicate.

I am Deaf and use seldomly TTY and Bell Canada Relay Services.
1. I have an account with Bell sympatico high speed internet and I have account with phone landline account with Rogers. I am not allowed to use Bell Canada IP-Ray because I do not have phone landline with Bell Canada. This problem needs to be corrected by allowing anyone to use any IP-Relay services regardless of which company's phone landline they have.
2. I rarely use Bell Relay Services because I use iPhone, iPad, facetime, skype, and internet e-mail. Occassionally, I did use BRS for making medical appointments or contacting doctor's office for making immediate appointment when children/teen are sick and need precribed medicines.
3. Online discussion is good for those people who have abilities to communicate in text while online discussion is not accessible for those people who do not have abilities to communicate in text. Online skype/video discussion in sign langauge format/video would be accessible for those people who are able to express their comments/opinions in sign language.
4. Using TTY, MRS, IP Relay services, VRS, and captioning telephone services should be readily available for all Canadians who feel free to use one of these devices and services as their communication choice. Public education & outreach education especially with public who are not familar with these basic telecommunication devices and services, and aging population with hearing loss who will need to be educated of these basic telecommunication devices and services that will benefitically gain access to communicate with their own familities, relatives, friends, service providers and anyone from public essential services.
5. When Video Relay Services are operating in Canada, message relay services and IP-Relay services need to continue especially with aging people with hearing loss, youth with hearing loss, and those people with speech disabilities who need MRS and IP-Relay Services and they need to communicate with me via these services.

I am hard of hearing and am steadily losing the hearing I still have. Eventually I will become deafened. I currently use a Bone Anchored Hearing Aid to communicate effectively and I also have a hearing ear dog guide.
I am not born deaf, therefore my first language is not signed language (LSQ, ASL, etc). My first language is written and spoken french and I am also fluent in English. I would feel comfortable communitcation with TTY Relay Service, IP Relay. However, I am not keen with the fact that an operator is necessary to relay the TTY text message to a hearing person using a regular voice telephone line.
From my experience working and socializing with my deaf friends and colleagues, TTY Relay Service and IP Relay is not inclusive for them for the simple reason that the french or english written language is not their first language. It is important to note that signed languages have their own grammatical structure which is completely different than English / French grammar structure. A Deaf person's first language is either ASL, LSQ or other signed languages from other countries. ASL and LSQ are visual languages, therefore, VRS (Video Relay Services) would be ideal for the Deaf.
The one thing I've learned from the Deaf communities, deafened people and hard of hearing people is that there is no "cookie-cutter" solution for inclusive telecommunications. I agree with gmalkowski.... once Video Relay Service is implemented in Canada, it is important that message relay services and IP relay still remain available for those who do not use sign language to communicate.
In my opinion, the best telecommunication solution would be SimpliciTTY from NexTalk. Something CRTC might want to look into.
Thank you for the opportunity to comment.
A :)

I note one commenter stated "A Deaf person's first language is either ASL, LSQ or other signed languages from other countries.". This is incredibly misleading. I am profoundly deaf and have been so from the age of 3 and have deaf family members (parent and sibling). None of us use sign language. It's tiring and frustrating to have to educate hearing people who have been fed that line about sign language being the first language of deaf people, and making assumptions based on it.
I've run into this mindset a number of times before and it appears to be primarily a politicized stance which at best gets in the way of productive discussion and at worst creates further misunderstanding with the hearing public (as if deaf folks don't have enough to deal with already!). Different types of communication work for different people.
I've no particular interest in video relay service as I have no way to use it (and it appears to have a lot of hardware overhead compared to other forms of relay service). On the other hand, I regard message relay services and IP Relay services as critical services.
It would be very hard to get by without Relay / IP Relay services. I'm becoming more used to IP Relay service (only used TELUS IP Relay service to date) and it has obvious advantages (no more being tied to old and costly TTY hardware for one).
It's worth pointing out that a deaf person making a call through Relay / IP Relay who is on hold (for the next customer agent or whatever) still has a significant disadvantage compared to a hearing person put on hold - you cant let that screen out of your sight for long or you risk losing your call! A hearing person can carry on with other tasks, move around the room etc while waiting.

I'm profound deaf and I learned about TTY and relay from deaf school when I was 16 years old, I was so delighted that I am able to phone to my friends or my parents. Today, I have been using IP relay instead of TTY so far because I am able to using IP relay at work. This is a bonus! My job position requires to contact with Canada Revenue Agency regarding of my clients business info. I am unable to talk with CRA agency due of the "third party" (IP relay). It is so frustrating, because it is my job!
I wish they are providing for smartphone relay when I need to contact while I'm away from the computer. Some of the companies wont provided email or text number because of their personal cell phone (Their policy). Even we need to text message to 911.
I noticed that one guy (IP relay) is second language as English and his spelling are terrible and I have a hard time to understand what he typing, it is not the same as person trying to saying. I have a hard time to waiting for relay answering it (average 10 mins waiting period).
When I contact with someone, a person picked up the phone and (relay replied) then hung up on me. I realized that some people thought it was telemarketing or something. It has been nothing new since 15 years.
We need to more better exposed to hearing people and it is so complication to explain hearing people to contact me via relay. Hearing people doesn't like to contact me with the relay and they find that it is not comfortable and delaying conversation.
Overall, we are very appericated that we are able to use TTY relay or IP relay to contact what we needs to ahold of them. That's very important key to keep communicate around the communities. Im so happy that I do not have to depend on hearing people to phone or contact with who doesnt have smartphone or Business or Attendent care.
Still, some minor problem to communicate or contact when need a ride like taxi or courtesy vehicle from hotel or airport duing grave night. I have to find a stranger to phone for me that is most uncomfortable. CCTRC should look at the US, they are so handy and easy accessible.

I am profoundly Deaf. I know ASL but predominantly speak. And yes below is going to be really long to read and I would like to thank anyone who gets through the whole thing !
I use both the TTY and IP Relay services for work. I primarily use the IP Relay services, as its more modernized and allows me to use relay services from my computer. I am able to save my relay conversations for future references, whereas with the TTY - the machine we have is loud and clunky. It takes up space on my work-station and I have forgotten the instructions on how to set up the TTY for 711. So IP replay services is more convinence.
I sometimes find IP relay services to be cumbersome, as I am not 100% sure if these relay operators have any ties, training or understanding of the deaf community. I have noticed that some of the operators I have dealt with have terrible English or grammar. I sometimes feel like the operators are not conveying what I really want to say to the other party, and sometimes I am not sure the relay operators have fully explained the concept of relay services to the person I have placed a call for. Also, I am not sure business, services or the Government have training with the TTY.
Some relay operators have told me that the other callers seemed caught off guard by a third party calling on my behalf. The operators have told me that the other person seemed like they couldn't be bothered to be patience or understanding about someone making a call on my behalf. I have had operators say that the person was being rude to the operator themselves, and I could detect or sense a tone of rudness from the caller, and sometimes had to ask the relay operator if the person was being impatience or rude. I don't think hearing people realize how they conduct themselves over the phone. There have been incidents where I wanted to go to that person's employer and let them know about how their employee was conducting themselves over relay services. The way one conducts themselves over the relay services should be the same way they would conduct themselves in person.
Last week I called Canada Revenue to inquire about my tax refund in 2012. I used IP relay services, and contacted Canada Revnue. I promptly got told by someone to CALL a 1-800 number. It was pretty clear that whoever I had interacted with didn't seem to understand how relay services works or didn't want to be bothered with dealing with things via TTY. I find the TTY and IP relay services to be very tedious. A hearing speaking person can quickly establish what they want to say over the phone, but over the TTY - it takes me twice the time it would take me to say to someone face to face.
The last time I spoke on the TTY to talk about my student loans, it was a 2 hour conversation. I ended up designating my mom to speak on my behalf and my Mom cleaned up a huge problem with my student loans. I shouldn't have to designate people especially my Mom to speak on my behalf because it takes away a sense of my independence. I should be able to handle my own personal affairs. The CRA continually sends a form telling me I need to designate someone to call on my behalf.
I've since then given up even trying to contact CRA because they refuse to do things by email. I get the whole flak about email not being secure, but in this day and age, the federal government especially CRA needs to review their policy on emails, and update their antiquated policies on emails.
I find TTY machines to be inaccessible these days. The TTY machines are located at government offices - most of which are only open Monday to Friday during business hours. To access one of these machines, I would have to take time off work. Fortunately with the IP relay services, it has made it more convinence for me. The City of Edmonton also has TTY machines provided throughout the City, but they are only located at transit centers, which seems silly to me because why do I want to have a private TTY conversation at a public transit center where people are looming around. Not everyone wil have access to IP relay services, and would have to travel to a transit center. I realize the purpose of a TTY machine at a transit center is so that people can call Edmonton Transit services to find out when the next bus is coming or to call for a cab, or to just make a phone call.
The TTY machine at the University of Alberta used to be in the Support Services for Disabilities office, but they have since then removed it from the office, and put it in a public hallway with no desk space or chair and you have to stoop down to use the TTY.

I am Deaf and an active part of the Deaf community in provincially in BC, and nationwide, in Canada. I am an active user of the Telus IP-Relay service, using the services 1-3 times a week. I do not see active advertisements promoting that this service is available. While we sign language users are waiting for the ASL & LSQ services, we are left with either TTY or IP-Relay services as our only two options.
There should be TV commercials or public posters of these accessibility services around in mainstream Canadian society. All I see is advertising for wireless, for TV cable channels, advertising products and services but NOT the accessible services like TTY, or IP-Relay services, why is that? Definitely should be improved.
Many Deaf people are UNAWARE and do NOT know how to use IP-Relay properly. The registration system makes it challenging for those with lower levels of English. What would help is to have VIDEOS (what we call vlogs) with ASL or LSQ instructions step by step guiding through registration if it is necessary. And showing HOW to use the IP-Relay properly.
There is no ONE website central one-stop-place for IP-Relay news, information about updates, or instructional information step by step in English/French for all Canadians, or through videos for Deaf community members.
What is annoying is it seems ONE-way. Only IP-Relay customers can call out and utilize the services, but customers are not given a number for whoever is calling to be able to call back. I still feel not independent from hearing people on the other end. They can't call me back. Rely only on text or e-mail and not everyone has text that is work-related and public.
If there was a way that it can be TWO-WAY and advertised to the general hearing population letting them know that they CAN CALL US rather than have people TEL(L) US to use the service, then that would generally be an improvement :)
This way if the line gets disconnected, then hearing people know to call us back. Or, the operator has a way to reach us back. It works both ways!

I am a long time MRS customer under a few different providers being Cogeco, Bell and Rogers. Currently with no provider (see below). I have been using this service for almost since it has been implemented and have used both TTY and a software-based TTY solution. In terms of reliability, the service is working fine and it takes a few second to approximately a minute to get an operator. The services needs to be moved to be a more up-to-date and advanced service and certain restrictions needs to be removed to allow Deaf consumers to have the "functional equivalence" of what hearing people are getting and paying for.

• Hardware-based solutions such as TTYs and other products are losing customers as many Deaf Americans are using Video Relay Services. This will impact the Canadian market as well as we will have VRS eventually in Canada (2016 hopefully!).
• TTYs is still an important hardware for those consumers who are not comfortable in signing via VRS or those consumers who may have speech impairments. Will we have hardware based TTYs in the future? Subscription-based TTY services is out there but there is so few competitors and makes it difficult for customers to have choices.
• IP-Relay is only offered to any individual who has a landline account. The barriers and restrictions to this borderlines on ridicilous. First all customers must pay approximately $30 a month for a landline phone. In my situation, I use the IP-Relay services at home for approximately 2 - 3 times a month. So each call is approximately $15. I cancelled my landline phone service. Same cost for hearing consumers making a voice call? IP-Relay is a web-based solution and it works good on computers, but on mobile devices, it very difficult. There needs to be native apps build for IP-Relay that works on mobile devices. IP-Relay needs to be opened up to a phone number and not linked to a landline phone. It could be a mobile number where the consumer is paying $45 - $60 a month. Most Deaf consumers have mobile devices and many Deaf consumers including myself have cancelled the landline account and are just using the mobile solution. With Text to 911, now this is possible. IP-Relay needs to be opened to businesses as well. Consumers working in banks, companies and so on would benefit from this and the cost to the employer is reduced.
• IP-Relay needs to be a recognized secured service to all. Banks and a number of other government services makes it difficult for consumers to use this service. They tell the consumers to call the bank directly or government services directly. In the case of the banks, suppose a consumer is out of the country and have no access to a TTY but can use IP-Relay and the bank says sorry you must call directly. This could be a life-threatening issue for the consumer as they maybe in a hospital or some other kind of situation where they need to call for health insurance reasons. CRTC and the telephone providers needs to educate these companies and government ministries on the reason using IP-Relay or MRS services is secured and confidential.
• In terms of the banks or other organizations that needs to address these kinds of concerns, there could be a solution where the consumer can call the MRS or IP-Relay and put in their PIN number separately to address security concerns.
• There needs to be a better way to communicate to the hearing person that it's almost invisible. Captioned telephone providers can almost seamlessly be in the background and is this possible for text-based relay services! It based on my call out to the person or organization, and my number shows up and then the operator is almost invisible and the consumer will lead and inform the hearing person who calling. Not the other way around, I have a Deaf person on the line and please hold and calling through BRS or what ever ....... change it to the consumer being the person to lead this discussion and there might be slight delays in the call.

That's about all for now and I am sure there are a few other comments I have that will eventually pop up!
Thanks, Jim

Good Morning, I was forwarded the information to this mesage board by an individual in Canada that has been using our Communication Software for the deaf.
Some of you may recognize the name NexTalk. Our company has been offering communication software for the deaf and hard of hearing for over 25 years.
Last Fall we launched a new Communiaction platform specifically for the deaf and hard of hearing. That platform is called ACCESS. We have installed ACCESS servers in Toronto for this dedicated communication platform. The software offers a variety of communication options, including Video Remote Interpreting, Video Phone, Video Relay Service, Text Relay Services, TTY (incoming and outgoing) chat messaging and many adminstrative features. We have partnered with Telus, who provides the telco service to our ACCESS servers and from whom we get local phone numbers for ACCESS subscribers. While ACCESS is a dedicated platfrom (think FaceBook), it is not a closed platform, like FaceBook. We issue local telephone numbers to our subscribers so the ACCESS software can be used to communiacte with non-ACCESS parties.
This platform was designed and deployed specifically for you, the deaf and hard of hearing community....and those with whom you communicate (inaddition to the home edition of ACCESS, there is a Business Edition (For your Insurance Agent, Dentist, Optometrist, CHiropractor, Auto Machanic, Day Care, Etc.), and Education edition, and we are finalizing a Healthcare and Emergency Services/Law Enforcement Edition). Our ultimate goal is for this to be a completely agnostic software program. We want to work with numerous service provides, allowing the subscriber to pick and choose which company they want to use to place a VRS, Video Phone or TRS call. And because it's a dediacted communication platform, if you are calling someone else that has ACCESS, there are no outside providers needed, and no telephone line needed (just a network connection). All calls are encrypted and no call content is ever captured or saved.
Please go to www.nextalk.com to learn more. Thanks for letting me post on this message board.

Gary Tanner
CEO
NexTalk, Inc.
gary.tanner@nextalk.com

Also, I forgot to add to my previuos post, the texting feature in ACCESS is just like IP Relay.
Thanks
Gary

I am profoundly deaf by birth and learned ASL late in my teens. I am the only deaf family member on both sides of my family. As an eleven-year old girl, I was proud to have a TTY to communicate with everyone even through the relay services. That was prior to the new Information era starting in 1995; the technology has increased ten-fold since then. Astonishing! This evolution is made possible for an increased accessibility for the Deaf and Hard of Hearing citizens – both signers and non-signers.
1. Accessibility: the MRS/BRS are still needed for those who are not signers. We do have citizens who are aging and losing their hearing and the young citizens experience sudden change in their young lives that they will rely on the TTY as their communication tool. There are some Deaf, Hard of Hearing, or Deafened citizens who prefer spoken English and/or French first then either or not use ASL and/or LSQ as their 2nd language(s). That is their choice.
All relay services in any TSP should be maintained even when the VRS becomes available for ASL & LSQ users in Autumn 2015 or Winter 2016 whichever is earliest possible.

5. Awareness campaign: I have never seen that significant awareness campaign to let the public know about deaf and hard of hearing people needing TTY services (and soon to come VRS) and why hearing consumers/business people should not hang up on relay operators and especially on the video relay operators.
Using a reference to a TTY Toll-free number in a tiny print on a poster, in a phone book, or online and so on is insufficient.
More awareness for the Deaf/Hard of Hearing communities/consumers as well as for the service providers (TSP, bank, etc.) is a must today. This is for everyone residing in Canada! This awareness is a two-way street.

I have known about the relay services since I was in my early teens. I was aware of the 711 number as well as the famous long 18008550855 number for the hearing consumers to contact me. I have had to explain to everyone how to reach me; not everyone is very patient with relay services.

I'm Deaf. I use IP Relay and have no TTY (obsolete for me and I'm not willing to buy when I can use one of my three computer devices at home). Though, I have a tablet that I always bring to work which provides WIFI.
On the other hand, my Deaf parents use TTY at home and don't use IP Relay though they have a computer.
I prefer using emails and texting (cellphone) whenever possible over using IP Relay probably because of 1) convenience and time-wise (more information in other post/topic). 2) Probably a sense of privacy (the operator knows my full name and other important information without knowing a single thing about them other than the fake name and operator number).
3) I usually don't give hearing people my number to call back nor leave a message. I'm not sure how they can reach me via my computer. I'd call back if I get their message anyway so I'd rather call back again later rather than leaving a message.
4) Before educating and promoting the public, there needs to be a convenient system of calling back or calling deaf/hoh customers. E.g. direct number (for TTY) instead of two numbers: one operator number and one destination number.
5) The credit card security company was unwilling to use the relay service so we ended up communicating via a banking online email system to resolve my credit card. It was a very simple solution yet the call process was lengthy, wasting my time.
6) Though, overall the IP Relay experience was relatively positive despite some challenges and inconveniences. Without it, more inconveniences. I use it for medical appointments when I really have to with no other options.
7) As for the emergency 911, I haven't used it. It's clearly noticeable every time I make a call and it reminds me of its availability, which is good. But, when I'm not on a call, I usually don't think of it. My first thought would be using my cellphone. I would press 911 and leave it on, because a) it'd take time to boot up my laptop (old and relatively slow) and enter login, b) if I'm lucky to find the bookmark/link quickly and c) if I'm lucky to remember the login (my login phone number I never remember mine) and pass, d) if the Internet connection is down, well. These are the reasons in the back of my subconscious mind that I don't think the first thing of it other than using my cellphone or even running to the neighbor hopefully they are home.
The ideal phone system would be a portable text-based and videophone using a cell/smartphone but only if we are not required to add a data plan but for voice/video (the same system what hearing people pay for voice phone) and texting only. I don't use/have data at all (only texting and unused "voice" that can be replaced by video (not part of data/web). For the "voice" plan, it should be the same price as voice (but note that video via VRS may cost more with time so adjust the price to be fair.)

We are very new to message relay services and only just learned about the options available to us. I learned about them by searching the net to see if there was such a thing as TTY software. Through that search, I learned that 711 Message Relay and IP Relay services are available as part of my telephone package through my provider. I learned about TTY machines through our local Deaf & Hard of Hearing association, and I learned about VRS from my Deaf ASL teacher.

Communication Disabilities Access Canada (CDAC) is a national non-profit organization that promotes human rights, accessibility and inclusion for people who have speech and language disabilities, not caused by hearing loss. This response is from Barbara Collier, Executive Director of CDAC at http://www.cdacanada.com
MRS is primarily set up to accommodate the needs of people who are Deaf or hard of hearing, however, it is often stated that it is appropriate for “people with speech disabilities.” Note that in the above question, this population is omitted but in other text on this site it refers to people who have speech disabilities. It seems to be an “add on” with little understanding of the unique accessibility requirements of people who have speech and language disabilities, not caused by hearing loss.
There are 440,000 people in Canada who have speech and language disabilities (SLDs), not caused by hearing loss that significantly interfere with their ability to speak and / or understand what others are saying. Disabilities that affect speech and language can be caused by a number of underlying conditions such as cerebral palsy, stroke, autism, intellectual disabilities, amyotrophic lateral sclerosis, Parkinson ’s disease, traumatic brain injury and other conditions. Depending on the nature of the disability, a person’s speech may be difficult to understand, or they may have little or no speech and use picture, letter or symbol boards, gestures, body language and speech generating devices. Other people may require assistance to understand what is being said to them due to disabilities that impact on their ability to process spoken language. People who have SLDs do not necessarily have a hearing loss or an intellectual disability. Many people with SLDs also have physical disabilities.
People with SLDs and who also have physical disabilities face many barriers when using telecommunication services. Yet, for them access to telephone services is critical for many reasons including reducing the high risk of social isolation; calling for help in an emergency situation; and living as safely and independently as possible in the community.
While MRS is NOT appropriate for all people who have SLDs, it is an option that some individuals if they have sufficient literacy skills, can physically type a message using reasonable speed and have access to the internet.
MRS is NOT well known or used by people who have SLDs because (a) it does not adequately meet the needs of this population, (b) it is not promoted or marketed to those who could potentially use it (e.g. people who have SLDs, family members and service providers who support people with SLDs) and (c) people with SLDs may not have the technology, skills or information to use MRS.
Specifically, MRS operators do not have the information, training or skills to facilitate communication for this population in terms of:
• Understanding the impact of different typing interfaces used by people with communication and physical disabilities for relay services (Morse code; scanning systems; word prediction etc.)
• Using different strategies to support a user who has slow or inaccurate typing due to physical access or language processing issues;
• Using communication techniques to validate and ensure accuracy and completeness of messaging from a person with SLD
• Knowing how to negotiate situations where people with SLDs might use MRS (e.g. formal calls; complex negotiations)
People with SLDs, their families and service providers currently do not have information and training about:
• MRS and the technology and skills required to use it
• How MRS might work for them (e.g. the role of a relay operator; what an operator needs to know about how you communicate; types of messages can be prepare ahead of time; handling complex negotiations using a relay service; dealing with misinterpretations etc.)
In January 2015, Communication Disabilities Access Canada (CDAC) sent a letter to TELUS with copies to the CRTC highlighting the need for a national study to identify the full scope of telecommunications access barriers experienced by people who have speech and language disabilities with the aim to making recommendations for addressing these barriers. At this time, we are asking that this initiative be funded in order to move forward on a range of accessibility issues for this population including (a) the lack of available products and options for people with speech, language AND physical disabilities and (b) the need to make Video relay and MRS services accessible for this population and (c) the implementation of Speech-to-Speech relay services similar to those that exist in in the USA and Australia. This study needs to be done by communication disability community with input from consumers who have a range of speech and language and physical disabilities.
For more information on Communication Disabilities Access Canada, and communication access please go to http://www.communication-access.org/

Copy of letter from CDAC to Telus, January 2015.

January 20, 2015
Ms. Joan Schindel
Product Manager, Consumer Voice Services
TELUS Business Centre
4535 Canada Way
Burnaby, BC V5G 1J9
Re: Letter of Intent to explore access to telecommunications for people with speech and language disabilities
Dear Ms. Schindel,
In June, 2014, we discussed the need for improved access to telecommunication services for people with speech and language disabilities (SLDs), not caused by hearing loss. Following a number of meetings, we provided you with a proposal to conduct a national survey on the needs of this population, as well as information on how we could contribute to your efforts to market message relay services to people with speech and language disabilities. This letter is intended to move us forward towards improving the significant access barriers to telecommunications for Canadians who have SLDs.
The Population
There are 440,000 people in Canada who have speech and language disabilities, not caused by hearing loss that significantly interfere with their ability to speak and / or understand what others are saying. Disabilities that affect speech and language can be caused by a number of underlying conditions such as cerebral palsy, stroke, autism, intellectual disabilities, amyotrophic lateral sclerosis, Parkinson ’s disease, traumatic brain injury and other conditions. Depending on the nature of the disability, a person’s speech may be difficult to understand, or they may have little or no speech and use augmentative and alternative communication (AAC). AAC refers to picture, letter or symbol boards, gestures, body language and speech generating devices. Other people may require assistance to understand what is being said to them due to disabilities that impact on their ability to process spoken language. People who have SLDs do not necessarily have a hearing loss or an intellectual disability. Many people with SLDs also have physical disabilities. The incidence of speech and language disabilities increases with age. For videos about people with SLDs, please go to our website resources at: http://www.communication-access.org/communication-access/videos
People who have SLDs tell us that they experience significant communication barriers when using telecommunications. Some of these barriers over the phone include:
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
CDAC
Communication Disabilities Access Canada (CDAC) is a national, non-profit organization with charitable status. CDAC is Canada’s leading provider of research, education, and resources promoting equity for people of all ages who have speech and language disabilities and who may or may not use ways other than speech to communicate. For more information on CDAC, please go to www.cdacanada.com
The Need
Telephone access is important for everyone. There are 440,000 people in Canada who experience barriers when using telephones. Some of these barriers can be addressed through improved relay services such as speech-to-speech services that currently exist in the USA and Australia. In addition, many people who use AAC require video relay services where people can see and hear a communication device or display.
Telephone access is essential for many people who have severe physical and communication disabilities as it is the primary way they contact their personal support service providers. These services allow people who would otherwise live in hospitals and institutions to live with dignity in communities of their choosing and have power and control over their lives. Personal support services play an essential role in ensuring people are safe as well as assisting with personal services such as dressing, hygiene and meal preparation. Yet many people with SLDs and physical disabilities cannot use the existing telephones, such as RC200 and Fortissimo due to unclear speech, quiet or no speech and / or physical access issues as well as issues relating to cost, and reliability. Because of lack of access they remain in hospitals and institutions and are denied opportunities to live in their communities. For some people who rely on ventilators to breath at night, this lack of access can be life threatening.
To date, there has been no research to identify the telephone access needs of this diverse population.
The Proposal
We would like to submit a proposal to formally identify and clarify the telecommunication barriers and make recommendations to address these barriers for people with SLDs. Due to the nature of their disabilities, and lack of access to technology and supports we recognize that it is difficult to engage this population via regular online or hard copy surveys. We also recognize that it is difficult for people with SLDs to imagine the possible solutions to these barriers as many have lived a lifetime without using telecommunications.
Therefore, we would like to conduct interviews via a variety of means including telephone, VoIP and face-to-face interactions with key stakeholder groups including:
• People with different types of SLDs who use a range of communication methods (e.g. cerebral palsy, aphasia, ALS, traumatic brain injury etc.).
• Family members of people with SLDs.
• Speech-Language Pathologists, Occupational Therapists and Social Workers in rehabilitation centres, and long term care facilities.
• Personal support services and people with disabilities who use these services
• AAC consultants and AAC technologists.
The information we will collect will include:
• Current barriers to telephone communication for people with SLDs who may or may not have physical disabilities.
• Consequences of barriers to telephone use.
• Recommendations for improving access to telecommunications including an overview of features of accessible telephone(s) and as well as features of an accessible relay service for people with SLDs
Deliverable
• A detailed report will be submitted and will be future directions for providing access to telephones for people with SLDs.
Significance
• There is no report or research that focuses on the telephone needs of people with SLDs not caused by hearing loss
• As Canadians age, there will be increased demand for accessible telephone communication for people with strokes, dementia and age related disabilities that impact on speech and language abilities. Access to telecommunications may make the difference between living safely in the community, or moving to residential care facilities.
Please let us know if we can submit a formal proposal to address the accessibility needs of this population. We look forward to hearing from you as soon as possible.
Sincerely,
Barbara Collier Reg. CASLPO, F.ISAAC
Executive Director, Communication Disabilities Access Canada
cc. The Honorable Shelley Glover, Minister of Canadian Heritage and Official Languages
John Traversy, Secretary General, CRTC
Telus, Telecom Policy and Regulatory Affairs

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

I am Deaf woman, mother and grandmother and I have two Deaf sons, two Deaf brothers and two Deaf grandsons in Canada.About MRS, I want to know if it accesses into the computer and mobile cell qq

Hi, I"m profoundly deaf myself since birth. Yes, I use the Message Relay Service via the IP Relay with Shaw and I am forever grateful for it. Without it along with no VRS, it would have been impossible for me to call various businesses, banks and even the CRA. I would like to say it's been my experience that the banks do ask for my permission for use of the relay. This is not necessary. In the USA, they don't ask for permission at all where I used to live there for 10 years. Their access to the VRS & IP Relay were just wonderful and I would like to see that for DHH Canadians with both access to MRS & VRS availability. Once last year, I had a problem with my credit card which unexpectedly got closed while I was travelling so I asked the hotel manager to make a phone call to my bank for me. The bank refused and said I must use the TTY. How can I use the TTY as it's obsolute and expecially while I was on the road??? I am looking forward to the new VRS coming soon and keep the MRS.

Need improve access on smartphone. They should build APPS for iPhone and Android for iprelay. Also need improve grammer like $10.50 but they always type 10.50$. Also I am using Teksavvy ISP and they don't have IPrelay access because not phone landline and so I have force add Bell phone landline for add TTY and IPrelay but almost I never use phone landline and waste my money. General normal people can use VOIP get cheapest price but we not and we still pay for expensive for nothing. Also my cell under FIDO and they don't have IPrelay too. No point we have pay other for phone landline.
Should all TSP, ISP, Cell mobile service offer IPrelay. Also All cell mobile service make APPS for iprelay more friendly access.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one's ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
Thank you for your participation on this important initiative.

I use 711 at home and at work. Sometimes the wait time for they to anwser is too long - about 30 minutes.
I am disappointed with Bell that they did not give me a warning that they stopped using IP Relay which I used often in my work. I am not very pleased with Bell accessability services online.. there is no clear explaination as to why they removed this service. I had been using it when it first came online and now I get certificate errors and cannot go back. They should allow small businesses to have access.
I very much would like to see MRS continue along with the new VRS. With MRS, I can use it for short calls - for example requesting a Taxi etc. For more in depth conversation, I would prefer to use VRS.

This is a very important service for people who have speech/language difficulties not due to hearing loss. With a good, reliable service people could live more independantly and have a better quality of life. For more information http://www.communication-access.org/

I have used 711 for years. In the past, the quality of services was good, but for the past 5 years, the quality of services has been very poor gradually. That has affected my work and my personal life. That has forced me to use 711 less and less due to lack of quality and professionalism. I hope MRS/BRS will upgrade its phone system (both analogy and internet) and hire apppropriate and qualified workers (professionalism, clear communication, understand Deaf culture and ASL or LSQ as well as hard of hearing). I require that MRS should hire Deaf and hard of hearing people to manage, supervise and train the operators to increase the quality of services.
Thank you
David

However, it is essential for many people who have severe physical and communication disabilities, as it is the primary way they contact their personal support service providers. These services allow people who would otherwise live in hospitals and institutions to live with dignity in communities and to access their support services for safety as well as personal services such as dressing, hygiene and meal preparation. Yet many people with SLDs and physical disabilities cannot use the existing telephones, such as RC200 and Fortissimo due to unclear speech, quiet or no speech and / or physical access issues as well as issues relating to cost, and reliability. Because of lack of access they remain in hospitals and institutions and are denied opportunities to live in their communities.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on oneÕs ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
These major barriers impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. People who have speech and language disabilities have the right to access telecommunication services. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:

People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I work with adults who have developmental disabilities. As far as I know, few people know about relay services. They and other people who experience communication disabilities caused by reasons other than hearing loss can have significant communication barriers when using telecommunications. Some of these barriers include:

• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging up on them because they think their unclear speech is due to being drunk or that the device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact one's ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that the person authorizes to assist them communicating on the telephone.
• Listeners assuming the person's assistant has power of attorney to make decisions for them in critical communication situations.
• Not being able to use automated prompts within a reasonable period of time set by the telephone systems of the agency that the person is calling, due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are deaf or have a hearing loss.
• Increased cost of telephone services due to slow rate of communication.
• businesses and organizations not accepting ways other than telephone to access services (e.g., text, email or assistance).

Thank you.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.

I have been involved in research where people with communication impairments shared how difficult it is for them to access information about services such as message relay. People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on oneÕs ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I have used the MRS to contact friends who are deaf and it worked quite well! I have observed first hand, how the deaf community relies on the MRS to communicate with friends, family and community services. It is essential to their ability to access services.
I also work with clients who have speech and language disabilities and feel that this service would be equally beneficial for them. They are in need of reliable and accessible telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and it impacts their ability to live independently. I would like to support my clients by asking the CRTC to address this by establishing a national focus on accessible telephones as well as the development of telecommunication serivces such as MRS; video relay services and speech-to-speech services to meet the needs of this population.

I work with people who have speech & language disabilities and also a family member with one due to surgery. There are many people with significant communication disabilities that are not hearing impaired. My family member has been subject to humilation as people thought he was drunk due to unintelligible speech. We need a system that is inclusive for all individuals with communication disorders, not just hearing impaired. While using message relay is extremely beneficial to those who experience hearing loss, the CRTC should ensure that all individuals have access to appropriate communication services. Better training of operators to facilitate people who have unclear speech or who use AAC needs to be a priority.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

A good start is to make sure that phone number and name are showing up properly on the caller ID. Around here if there is just a number with no name or number is repeated on the name, private or blocked, we don't answer.
CRTC needs to make manditory to display the actual phone number and name of caller. That would clean up a lot of things - spoofing, robo-calls, political etc.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
•People not understanding their natural speech or the speech they generate from their communication device.
•People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
•Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
•People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
•Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
•Not being able to participate and effectively communicate in teleconferences.
•Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
•Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
•Increased cost of telephone services due to slow rate of communication.
•Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.

We are writing to advocate for support for people with communication impairments not caused by hearing loss to have access to the telecommunication services that are critical to their safety and quality of life. The School of Human Communication Disorders at Dalhousie University educates speech-language pathologists and audiologists and conducts research in communication impairments. We are very aware of the challenges faced by people with communication impairments when using telecommunications. These include
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
We request that the CRTC address the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services. We are asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.
Steven Aiken, PhD
Joy Armson, PhD
Emily Balkam, MSc
Patricia L Cleave, PhD
Janet Ingles, PhD
Elizabeth Kay-Raining Bird, PhD
Michael Kiefte, PhD
Greg Noel, MSc
Faculty Members
School of Human Communication Disorders
Dalhousie University

We ask the MRS unit to share the concerns expressed here about people who have speech and language disabilities with the appropriate staff, units and managers within the CRTC administration.
While some of our issues relate to improving access to MRS for this population, this must be done within the broader context of reviewing telecommunication access for people with speech and language disabilities which includes accessible telehone products; funding; internet access; VRS; Speech-to-Speech relay services and MRS.
This work must be conducted by the communication disability sector, not by the telecommunications industry.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:

• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.

• How did you first find out about relay services? For example, did you find out about them through a friend, a community organization or your phone provider?
-I've known about relay services as long as I can remember.
• How long have you been using relay services?
-I've been using relay services my whole life.
• If you use relay services to make phone calls, do you have to explain what the services are and how people can contact you using these services?
-More than often, I had to explain the other caller how the calls works.

Few people with speech and language disabilities know about relay services and many find them cumbersome and intimidating to use when they are initial introduced to them (slow typing speeds, et cetera). I have heard some great ideas from individuals with disabilities as to how to make this a more accessible platform for communication (multimodal communication, et cetera) but so far nothing has really com of this. I'm hoping that the CDAC is able to collect the opinions of this community and help advocate for the industry to change to accomodate people's needs.
People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population

I do not have a hearding impairment and am only aware of the relay service because of my experience with my aunt who had a severe hearing impairment. I work with people who have various speech and language disabilities not caused by hearing loss and I do not believe that they are aware of this service. Aside from this, the relay service would not meet their needs for various reasons. There should be a range of alternatives for communicating with government staff.
People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.
Nora.

All people who have speech and language disabilities have the right to access telecommunication services. There should be no disability left out of the process. At this time most of this sector experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I cannot talk clearly enough because my ilness. I caz=n hear and understand what is said to me because I have not lost any brain function. I am at a disadvange when the phon rings becuse I know the person on the end will not understand me, no matter who hard I try. In addition, I cannot make a call to get the services I need to stay indepentent. I must rely on others to make calls for me or to rely to calls I recive. I wish I could make and answer calls.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.

as a hard of hearing person, as a user first with tty technology , then secondly with relay ip i ll give my 2 cents.

when we call to businesses and transmit credit card numbers to operators no one really know how safe is it. what s the legal limit in case of breach of confidentiality?

nowaday using relay ip and looking for the cheapest internet/phone provider, as i want to get rid of land phone line bill but cant have a better deal if one provider don t offer relay ip. we re limited in our choice with videotron and bell, as i could like to make a better deal with electronic box per example

People who have communication disabilities, not caused by hearing loss can
experience significant communication barriers when using
telecommunications. Some of these barriers include:

•  People not understanding their natural speech or the speech they

generate from their communication device.

•  People hanging-up on them because they think their unclear speech is

due to being drunk or that their device is an automated sales call.

•  Not being able to physically access a telephone from a wheelchair or

bed which may impact on one’s ability to safely live in the community
or use personal support services.

•  People not accepting assistance from a communication interpreter

that they authorize to assist them communicating on the telephone
and /or people assuming their assistant has power of attorney to
make decision for them in critical communication situations.

•  Not being able to use automated prompts (numbers to navigate the

phone system) due to physical disabilities.

•  Not being able to participate and effectively communicate in

teleconferences.

•  Not knowing about message relay services that are typically marketed to

people who are Deaf or have a hearing loss.

•  Not being able to effectively use message relay services because operators

are not trained in facilitating people who have unclear speech or who use
AAC.

•  Increased cost of telephone services due to slow rate of communication.
•  Businesses and organizations not accepting ways other than the telephone

to access services (e.g. text, email, or assistance).

People who have SLDs tell us that they experience significant communication barriers when using telecommunications. Some of these barriers over the phone include:
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

Speaking on behalf of the Canadian Association of the Deaf – Association des Sourds du Canada, we were the leading organization in fighting for MRS across Canada. We fought the phone companies province by province to get them all to set up MRS. Greater Vancouver Association of the Deaf started the ball rolling in BC in 1988-89 and we rolled it across Canada in the next 2-4 years. We are very proud that at that time Canada had the largest MRS in the world.

• How long have you been using relay services?
Since 1989.
• If you use relay services to make phone calls, do you have to explain what the services are and how people can contact you using these services?
Yes.

I am Deaf. I was one of Canada's and America's first relay users since I was lucky enough to start out as an advocate at the same time the technology developed. CRTC probably got tired of seeing me at their proceedings

I have in the past used MRS for a lot of things. Mostly for minor stuff like making appointments with medical services. But also for some major things like a legal pre trial conference (yes, I was a lawyer - now retired). It was a big improvement over what there was before - i.e getting a hearing person to make calls for me.

I have for the most part stopped using MRS now. Just takes too much time and effort. Calls that hearies can do in a couple of minutes take many times longer for me - a half hour or more just to make an appointment is not uncommon.

Hearing people very rarely use MRS to call Deaf people. Just a few did so in the many years I have been using it. My business card and letterhead, etc. had simple directions as to how to make the call but nobody seems to have had the patience to actually make such calls. Now with internet relay service it is even worse!

CRTC has for the most part left it to the telecom companies to provide the service with little oversight. I have been told that the complaint system is how the oversight is mainly provided. CRTC can check and see how many complaints I have filed - most in regard to TV but also quite a few in regard to relay services. Some minor changes did result but not changes that had real impact! Sorry, the CRTC reliance on complaints is totally missplaced.
MRS is an expense for telecom service providers and the providers do the minimum required instead of trying to improve their service. All advancements in the service have come about after the CRTC ordered them at the request of the Deaf.

MRS needs to be overhauled but does need to be continued. Video Relay Services will be a gigantic improvement but will not meet the needs of everyone. But do not just continue MRS - please do make changes!

Representing comments from our group of adult AAC users: Although the move to message relaying for those with speech and language deficits is wonderful, we feel further modifications need to be made to allow the telephone to be better to connect to AAC devices. Telephone use is a challenge as the voices on AAC devices do not come across clearly on the phone. One suggestion is to have both the AAC user and communication partner have access to a shared website, where the typed messages can be instantly read by the partner.

Oh, and by the way, if you really wanted participation of the Deaf community in these comments you would have done it so that they could have participated in ASL/LSQ. You did this not too long ago on the VRS issue and got tons of comments that way. Now most of the comments seem to be from the non-Deaf and most seem to be in the form letter category. The non-Deaf do also use and need MRS and they have my support for their needs.

And expanding on my comment earlier that IPRelay was worse - takes extra long to get the computer up and running then to connect to the relay service provider who then puts me through the password hassle - password expired or wrong, get a new one, etc. -then they almost always have to take time to explain to the hearie what IPRelay is and then thirty minutes or so after I start I finally get connected to the hearie. IPRelay is also totally useless for having hearies call me or any other deafie - much worse than with regular MRS which most of us could put on auto answer so as to take messages. Needs an IT nerd to set it up so this can be done with IPRelay and then most likely it will only work for a while.

I am a Deaf (retired) professional and community volunteer. I used MRS since TTYs became available in Canada and service agencies developed their own local Message Relay Service - which really meant you called by TTY, - leaving a message - giving the name and number of the hearing person you wanted to call, hanging up.. Then waiting for the service agency to call back with the message or appointment date, etc. Time consuming, not really equal. Then as mentioned by Mr. Roots and Mr. Vlug (yep, my husband the retired lawyer) - we got the Telecoms to set up Telephone-TTY Relay services and have this paid for by each telephone subscriber paying small charge each month. I won't repeat what others have said except that as an educator, I see many Deaf people who are not literate in English struggle for understanding ANY official messages.
Again - I emphasize - CRTC has to be more aware, and actively monitor Telecoms who provide services for people who are Deaf, hard of hearing, Deaf-Blind or who have speech difficulties. This includes service assistance... please ensure Telecoms and wireless telephone companies monitor those who provide MRS and online voice assistance... hard of hearing people find it difficult to follow people with strong accents or unclear speech.
This consultation / conversation is a prime example of ignorance and creation of BARRIERS to participation. CRTC should darn well know by now this is not the way to get honest feedback from our Deaf, hard of hearing and Deaf-Blind community. That brings me back to the topic of access... our Deaf-Blind consumers would rather keep the MRS (or if computer literate, IP Relay). Unfortunately the IP Relay set ups use text boxes and some features that may not be usable for Deaf-Blind who rely on Braille computers. VRS may not be a solution for all Deaf-Blind or Deaf with limited vision.
I respectfully request that this consultation be extended and the questions and discussions be made available in ASL (American Sign Language) and LSQ (la Langue des Signes Québécoise).

I am hard of hearing - oral deaf, really, with profound hearing loss. I do not sign; I speak and lipread. I got my first TTY phone perhaps 15-20 years ago. I currenty use IP relay for personal phone calls, and a TTY device for most work-related phone calls. I don't remember how I first heard about relay services. I am a SaskTel customer and I believe they have contracted out their relay service (to Telus? perhaps?).
Access to relay services is only marginally better than not having any kind of phone system. It's terrible and I hate using the phone. I will go in person to book doctor's appointments because I don't want to call them. There are so many issues. First and foremost, the amount of time I need to sit there and wait for the next available operator is inexcusable. It is not unusual to wait 10-15 minutes for a relay operator to come online. If it's someone I haven't called before, they will frequently refuse to answer (believing it is telemarketing) or hang up once the operator explains what is going on, with the belief that they don't know anyone who would use a relay service to call them. It's annoying and condescending when the other party doesn't understand how to use the relay service, and tells the operator things like"tell her that I will ..." and the relay operator transcribes that back to me. It's patronizing. I don't know if it's just me but I have SUCH bad luck with operators who have very poor English speaking and writing skills that it's virtually impossible for the conversers to understand the conversation.. I have left conversations and called the party back, hoping to go through a different operator. Also, I am in need of a service that works on a mobile cell phone. The last time I asked about this, it wasn't possible. Perhaps it is available and I just don't know. But there are so many situations where I needed to make a call and I was not near a computer or TTY - I fell down the stairs and broke my leg with my cell phone in my pocket (I texted). My car stopped running and I needed a tow truck (I posted on facebook asking someone - anyone! - to call the tow truck for me). I won a contest by finding a hidden prize and needed to call the number on the prize to officially claim it (I asked a guy on a park bench to make the call for me). I need a way to do these things. I need the same kind of access to telecommunications that everyone else has.
Despite my coworkers being very proactive about educating people how to call me using the relay service, very few people actually call, and those who do usually bypass the relay service, trying to reach me directly. I get perhaps 2-3 phone calls a year at work that I can actually answer. Whereas my coworkers get dozens of calls a day, and I feel like I am not pulling my weight at work.
Our IT group at work has no clue how the TTY or relay service works. While everyone else gets full support from our IT services group for anything phone related, I am left on my own to connect all my devices and troubleshoot issues. My work has 4-number extenstions where we can reach colleagues by phone. My IT service group cancelled the connectivity for x9711, believing that as it was a number that actually reached someplace outside of our network, no one would need access to it and it would be better to block then potentially call it as a wrong number. I asked my IT service group years ago, literally, about transferring my phone service from the TTY to IP relay services, and their response was first: why don't you just use your home number? (I'm guessing no one else at my company needs to use their home number for work purposes.) When I pursued this, and explained that no I wouldn't use my home number and please get me onto IP relay at work: nothing. Nothing has been done.
Very few people "get it" and I'm not helping to raise awareness because I use the service as little as possible. I don't like it. It doesn't work for my needs.

I use Telus ip relay once in a while and I still keep tty device. In case the Internet is not running, so I use Message relay (711) I have two choices to choose. I'm still waiting for video relay service. I had one about two years ago as it was on trial in Edmonton. I was disappointed that VRS is no longer in service.

I am hard of hearing with a cochlear implant on the right ear and the left is my hearing aid. I feel I have a need to express about using Relay services. I myself, have a really good speech through out my childhood till now. However, the problem is using the phone to communciate and able to understand people in the phone is very hard for me. I do notice a lot of background noise and the accent or muffled of people's voice is not very good for someone who is Hard of hearing or anyone who is Deaf may not understand at ALL.
I also use English and ASL as my main mode of communciations. I have been in ASL/Deaf Studies in VCC not so long ago and was finally able to discover a few options- TTY, and IP relay from Telus. However these things are great in service. Just not enough to express clearly at home or anywhere in public because I do not own a TTY or IP relay very much on the other occassion. I just feel I don't want to use my cellphone in "Calling mode" and instead use text or video phone in skype but that require large amount of data/internet.
I do feel this, if we should have CTRC at home with everyone to be able to access not feel excluded and feel that we do not have anything and not just a few option of this and that we should have a need of everything for each individual should freely choose and pick.

I encourage all phone providers (Shaw, Telus, Bell, SaskTel etc.) to implement the use of Captioned Phones in Canada.
I am a consumer as I am Hard of Hearing, and I currently use VCO IP Relay and amplified phones.
I am also a Manager at the Western Institute for the Deaf and Hard of Hearing (WIDHH). I have been working at WIDHH for 25 years. WIDHH has been selling TTY and VCO phones for the past 25+ years and instructing people on IP Relay System for the past 5 years.
In the past year, WIDHH had sold 4 TTY's and 6 VCO phones with 2 VCO returns. In 2013, we’ve sold 5 TTY’s and 7 VCO and 4 VCO phones were returned. Most VCO Phones had been sold were later returned by customers for credit due to the complexity on the use of the VCO phones.

Telus and Shaw have been referring their customers to WIDHH to purchase TTYs and VCO Phones. Unfortunately, VCO phones have been discontinued since spring of 2014. WIDHH only has 2 used VCO phones available and 3 TTYs sitting on the shelves for the past 2 years not yet sold.
The Deaf and Hard of Hearing communities are now using their computers and cell phones as their main forms of telecommunication (and eventually VRS (Video Relay Service).

Currently, most VCO phone users are Seniors. Most Seniors need to make important phone calls to schedule medical and care provider appointments, and if housebound, to reach out to the community for assistance and to maintain connections for their well being. Also, not many Seniors are computer literate. I speak on behalf of those Seniors who are unable to comment because they do not have computer access.
Statistics show that:
• In 2011, an estimated 5 million Canadians were 65 years of age or older, a number that is expected to double in the next 25 years to reach 10.4 million seniors by 2036.
• By 2051, about 1 in 4 Canadians is expected to be 65 or over. (http://well-being.esdc.gc.ca/misme-iowb/.3ndic.1t.4r@-eng.jsp?iid=33)
• There are 350,000 culturally Deaf Canadians and 3.15 million Hard of Hearing Canadians. (http://www.cad.ca/statistics_on_deaf_canadians.php) and ~70% of those Hard of Hearing Canadians are Seniors.
Please Telus, Shaw, Bell and all other phone providers, start implementing Captioned Phones in Canada. The below points are common and major issues that people who use VCO phones or IP VCO Relay want resolved. Captioned Phones resolve all of the below 7 points:
1. Simplicity – Captioned Phones are easy to use in making and receiving a call. VCO phones are too complex for many to use.
2. Easy to Understand – Captioned Phones allow word for word display on screen while a person is speaking and ability to hear the speaker's voice simultaneously.
3. Only one direct phone number required – Currently, callers to VCO have many phone numbers, need to dial 1 800 numbers and give out their phone number, and need to identify themselves. Captioned Phones do not require any of this.
4. Caller ID – Captioned Phones have Caller ID to enable those who want to screen incoming calls. Currently on VCO or IP Relay, operators need to announce who is calling.
5. Easy to Read – Most Seniors are far sighted and some have limited vision. Currently, the IP Relay Font is still too small to use. Captioned Phones are easy to read.
6. Quick in Connection – Captioned Phones only require one button to be pushed. With IP Relay, there is a time lag due to MRC identifying themselves to callers, instruction on use of relay, and then “switching” from TTY to VCO mode.
7. Another Quick Connection – Captioned Phones allow the user to answer their phone right away. Currently, VCO users cannot answer a call if a person calls them directly, and people calling VCO users need to leave a message. This causes VCO users to lose many important phone contacts.

I am profoundly deaf. I had lot of experince with the relay service. Many of canadians are still not familiar with the relay service. Whenever I need to make a phone call to someone or a company. Most of the time, they have no patince to handle the call, since they do not like the method to use it and wanted to use another method which is more delay to get resolve by everything by email. Most companies do not accept this type of call because they are not too sure if they are allow to speak to any deaf people. They have to put us on hold and took some time for them to get permission to go ahead with the call. They may need to look up their system for a script to find out what is the rule to take the relay call. Some of them have to ask a supervisor for permission which cause more delay. Some time we can get hang up by them because they assume that relay service is a telemarketing. They can hang up once they found out that it is relay call. Eventhough, when they get busy with lot of incoming calls, they have no patinet at all. Other time, they were not aware of using this method to call me via relay service. They kept forget or don't recall to use the 800 number to reach out. They always dial directly number without relay service. Sometime, they are not willing to use this service. Some of them still didn't know that relay service still active.

I'd like to see a requirement for ALL government departments and large companies to provide on their websites easy-to-find email addresses and textable phone numbers that I can use when I need to communicate with them so that I don't need to use a relay service.
Many, but not all, of them have TTY numbers but neither I nor any of the other deaf people I know have TTYs. I was a terrible technology in the 1970s but I used it because there were no alternatives at that time. Nowadays I have a smart phone and a desktop computer at home which let me communicate with all of my friends and family by texting and email ... but goverments and the corporate world are stuck in the dark ages:
1.) They have phones ancient phones that can't do something as basic as texting.
2.) Email addresses for them are often hard to find if they are available at all. And when you do find an email address they often takes several days to reply ... and then the reply usually amounts to "Call this number that is completely useless for deaf people."
I have a fully functional smartphone and a computer with an internet connection. I can't afford to pay another $50/month to get an obsolete land-line phone just so I can use a TTY to talk to, for example, the idiots at the Customs & Revenue Agency. The IP relay service is my only alternative but my bank, the CRA, SGI, and Bell have all so far refused to communicate with me using that method because of privacy and security concerns.
Those same people who refuse to talk to me via the IP relay service because of privacy/security usually also refuse to talk by email for the same reason ... so they offer to use snail mail instead. NOTHING can be less secure than sending documents by Canada Post but they are happy to do that - but they refuse to use much more secure processes like email or the IP relay service?

We use the MRS alot to conduct everyday activities, such as events for our family, being school related funchtions, doctors, and making normal appointments just like any one else if they were hearing. However, I have not heard of IP relay until now, I have learned abit about VRS, but, you need to be aware, that there are deaf people out there that are not fluent in sign language, and use VCO because they lost hearing in later in life. SO, MRS provides a sense of normalcy for those people in a sense, because they don't like to type or know sign language. However, there are other deaf people that are not involved in the deaf community because either they are not aware of it, or hesistant to join because of the attitudinal/cultural aspect they provide at times so they continue on as trying as best to survive in the everyday aspect of the hearing world.
I am not a avid user of computer technology, and am very outdated, If things change with MRS, you would have to be more effective to let comsumers know of changes better, because I just recently found out this. I will have to reach out to CHS to explain this all new hype thing about IP relay or VRS, and find out how it really works. Even the older generation will not use technology, because they like the old fashioned way.
I like MRS because it's convenient for normal everyday activities, just like hearing people do. The only drawback about MRS is the other party refusing to accept the "Third Party" person in government agencies, even though the person is communicating through VCO on MRS. This was unacceptable for me because I was trying to resolve an issue at the time. I had to call several times to reach an agent who would accept this method of communcation in order to resolve the issue.

How did you first find out about relay services? For example, did you find out about them through a friend, a community organization or your phone provider?
A. I am Deaf Oral/Hard of Hearing. Through Deaf Classmates and WIDHH.
How long have you been using relay services?
A. Since 1980's for MRS TTY and IP Relay (VCO) since it's inception.
If you use relay services to make phone calls, do you have to explain what the services are and how people can contact you using these services?
A: I explain to people how to call me but most do not like to go through them. If I call others, many people hang up (if they do not know me) as they think MRC is a telemarketer. I usually tell operators that I introduce myself and then explain about Relay. No one hangs up.

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and, in many cases, it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services. I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.

For long time I used MRS via TTY. I gave away my TTY because I no longer needed it with iP Relay services. One less equipment in my house was great. . I have been waiting for VRS. VRS will be the only thing I will use to communicate with outside world. I tried this with my hearing lawyer. He said he couldn't believe how smoothly things went with VRS. We did use MRS and iP Relay. He said it was very awkward with many long pauses. VRS provided much more smoothly interaction. It was with a huge sadness and disappointment when Telus stopped providing VRS. I am pleading and pleading that we get VRS. With VRS, I wouldn't need iP Relay services or MRS any more.

Need to have a way to CRA (Canada Revenue Agency) without TTY. Need to have secure online communication system where you can chat. CRA will not use relay service or email of any kind. If you don't have a TTY you can't communicate with them.

As a speech pathologist working with people with speech and language difficulties resulting from a wide range of conditions, I can attest to a general lack of information regarding telephone supports for people with communication difficulties. Members of the public, including people with speech and language difficulties, their families, the clinicians that provide services for them, and even staff at the phone companies are unaware that some services are available. I have attempted to use telephone relay services and found that the staff had to phone me back because they did not know how to provide the service. However I also found that the staff were very willing to find out information and to provide the service once they were familiar with it.

SINCE 2003 Canadians have been bystanders when the world picked up VIDEO RELAY service. We have been limited to IP Relay service which has served its purpose for a long while.
VRS is imminently implementating...that is when Canadians are finished with forsaken TTYs and techncially IP as well!

I have been using it since the beginning of this TRS service. Also I have experienced using video relay service (VRS). Even though I have considerable experience and confidence with typed/written English, I found video relaying far more natural in terms of speed and spontaneity that can be comparable to that experienced by hearing people talking to each other at least over the phone. If I have choice, I would choose VRS right away if we are required to choose between VRS and TRS. In a perfect budget-balanced world both would be available.

( sorry about my english )I use Ip relay service in Canada contact my parent in west which i live in ontario.. my parent have trouble understand listen from ip relay service and sometime my parent listen the voice whiich is accent not a canadian accent it must be other country or french user to speak english) seem most of our friends got problem with booking or appointement which is twist or operator not clear leave message for Deaf users..
Ip relay and Bell relay serice.......... we still use ..........we prefer operator who are all canadian that can speak well to non deaf user thru phone .
Since when i type 40 word per second on tty or ip relay but operator say by word by word to my parent and think i am WHAT.. operator speak word 40 word in a min that bother me the most that why non deaf user cannot stand waitng word by word it suppose to speak flow ..
Now i had learn that operators are not canadian :(
I am looking forward to see VRS in person as canadian not other countries like MRS, BRS, Iprelay that we cant see and they heard voices different

since BRS survey ask how i do on brs and honestly i dont know what they are relay my message to non deaf user over phone ..

I hope things are improve after they are listen and read the message on our concern
WE pay TAX

I am a speech-language pathologist working with adults, many of whom have no functional speech or are very difficult to understand. I fully support enhancement of message relay services and educational efforts to encourage use. Many people do not know that the sevice exists and could help them.

I am deaf and use American Sign Language as my primary mode of communication. I was first introduced to relay services by a deaf friend's deaf mother in 1990. Generally, I have found it easy to contact hearing people via relay services. Though, I have had a lot of people hang up on me. Some have shared that it is easy to automatically assume relay service operators are telemarkers. Others have shared with me that some operators have really strong accents (not from Canada) and this makes them unsure - are they really talking to me? However, I have found that a lot of hearing people are uncomfortable or unwiling to contact me via relay services. Common comments I've received are, "It's too much to call relay services first and then call you." I often end up telling people who I call through relay services that I will call them back to follow up, to confirm, etc., to save them time from having to call me back through relay services.

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

I'm a Canadian, and I know about and use relay services. However, I have experienced problems with lack of awareness about relay services.
For example, I often call the Royal Bank through relay, and many times, the reps transfer me to the TTY number. This does not work. I would like reps in call centres to be made aware of how relay and TTYs work. That would also save the operator from having to explain the relay service, and people thinking it's a telemarketer. I think awareness is very important if we want relay calls to go more smoothly. Many reps don't understand the GA system, and often do not wait for me to reply or read what they have said before talking more, or they talk for a very long time without giving me a chance to clarify or reply.
I first found out about relay in 2002 I think it was, when I was still more hearing than I am now. A Deaf woman phoned me, and I was very confused and even frightened by talking to somebody through an operator. I think public awareness about relay is necessary if we want conversations to go well.
NiceColdMilk

I am aware of relay services but I prefer video relay... For several reasons:

Security issues: credit card being given out through IP relay - one operator asked me for back code on credit card which I knew no one would askthis question meaning possibility thief operator is sitting in one of those office (Meaning all operators are not professional trained)

Through relay service: I lost my favourite dentist due to one operator being rude toward when I only asked for the appointment being made.

Through relay service, I experienced once when I was chatting with my hearing friend in USA and after I hang up, the operator kept chatted with this person for HOURS and he informed me about this. I explained that it was not professional of her to do this.

Meaning all operators are not trained professionally and they do not know the code of ethic, respect their job or even privacy, etc.

I have so many negative experiences due to lack of professionally trained operators. That's why many banks, credit card companies do not trust "third party" due to phone number being show.. Meaning I have to give out more information and it end up possible access to ID being stolen by other operators.

Just imagine how many people have to suffer due to this issues!!!

CRTC need to understand and realize how serious it is to have professionally trained operators on VIDEO relay service with direct phone numbers...

No, many agencies do not aware of ip relay, relay service, I rather have them be aware of video relay services!!!

Why delay the video relay services while everywhere other than Canada already have video relay services?!?!? Geez!

I use it daily when working with clients. I also used it often when I was the CEO at the CHS to connect with businesses and other hearing managers from different organizations. Do I like using MRS, No! It takes to long for business conversations to take place and often hearing people lose interest and this leads to not having a good in-depth discussion.
VRS would be my preferred choice to connect with hearing society. Being able to express in my own Language ASL would lead to a better discussion ability to connect with more people.

I have been Deaf since my birth and I have used MRS which is one of my important communication tools, twice or thrice every week. Based on my experience with MRS, it has been negative lately thanks to MRS operators for a few reasons: their attitudes, indifference towards to Deaf people, taking over of my conversations, and their foreign accents.

Whenever I file a complaint against one of their operators, I talk to their supervisor. Does it improve or change for the betterment of services and/or operators? No. I have been under strong impression that the supervisors, like the operators, are indifferent to us.

What I would like to see CRTC do is to set the national guideline for filing complaints against MRS agency including operator so the complaints should be addressed and followed up along with the complainants.

I am surprised there is NO national guidelines and regulations for MRS in existence. I feel CRTC should take actions to develop and implement the guidelines an regulations with assistance of Canadian Association of the Deaf.

Foreign accents? I come from a large family and my father and sisters had complained to me of their accents which often lead to misunderstandings in my conversations with them. My family advised me to chat with them on Skype instead.

Sometimes the relay operators take over my conversation with someone and it becomes one way communication instead of two-ways communications. The most recent incident was taken place almost two weeks ago. Whenever it is an one-way communication, it often leads to misunderstandings, wrong conclusion and other ways which cause negative impacts.

I strongly implore CRTC to develop and implement National MRS guidelines and regulations including filing complaints.
Thanks,

Darryl Hackett

I'm Deaf and I primarily use IP Relay (English) as it is more convenient relative to TTY Relay (eg: with IP Relay, I can practically use any web-enabled device to place a call, whereas TTY Relay would require that I have a TTY with me, that is usually tied down to a landline.) However, I do find that the quality of call / service with TTY Relay is superior to IP Relay, such as the time needed to get an operator (TTY Relay is almost instantaneous, while IP Relay is a hit-and-miss, sometimes requiring up to 10 minutes for an operator!) In addition, TTY Operators appear to be more 'professional', such as their etiquettes, quality of transcription, etc.
Major gripes I have with IP Relay:

• may take a long time to get a hold of an operator
• call may be randomly disconnected (really bad when IP Relay first rolled out, getting better now)
• cannot call certain toll-free numbers for some reason (eg: operator would tell me they get a fast busy signal as if the receiving number does not exist.) This problem has been on going and appears to have been resolved recently, but will need more time to test and verify. Interestingly, I normally use a 'business' IP Relay service (eg: service that is attached to our business number), and it is under this account that I could not make toll-free calls. I would then switch to my home's IP Relay service (eg: IP Relay account that's attached to my home phone), and it would work no problem. Both business and home IP Relay share the same pool of operators, as my back-to-back calls using business vs home service sometimes yield the exact same operator (eg: badge number / name)
• linguistic quality is hit and miss -- sometimes it appears that English is not the first language of the operator, and the transcribed text makes no sense at all, with poor spelling / grammatical errors.
• Speed of transcription -- this goes under quality of the operator, similar to linguistic quality, as the operator may not get everything the other person is saying, and will miss or drop ideas completely to 'catch up'. Although we cannot expect verbatim transcription, operators should strive to get as much down as possible, but this is simply not the case with IP Relay.

Infrastructure-wise for IP Relay, I believe it has became more robust than the first year this service came out, but there are still kinks that need to be ironed out.
Quality of operators / quality consistency is a huge issue that I hope can be addressed.

<p>I use both the TTY and IP Relay services for work. I primarily use the IP Relay services, as its more modernized and allows me to use relay services from my computer. I am able to save my relay conversations for future references, whereas with the TTY - the machine we have is loud and clunky. It takes up space on my work-station and I have forgotten the instructions on how to set up the TTY for 711. So IP replay services is more convinence.</p>
<p><br />
I sometimes find that TTY operators have better linguistic skills than the IP Relay operators. I sometimes find myself waiting for an IP relay operator to come online, and they seem to take a long time to dial a number. Speed of transcriptions can vary on the operator&#39;s experience and how linguistic skilled they are.</p>
<p>I can not offer any feedback on 911 services or 1-800 numbers as I haven&#39;t had the opportunity to contact either.</p>
<p>&nbsp;</p>
<p>&nbsp;</p>

I am a frequent user of IP relay, not much using TTY these days as modern technology continues to keep changing. For using these services there are pros and cons in using this services. They both have slow wait times to get a customer representative on line, IP Relay services can do most calls except any privacy calls such as Banks, Government of Canada which we have to use a TTY to call them directly. This is quite often a barrier for me to consult with through IP Relay when don't have a TTY anymore. Using TTY or IP Relay service are useful for those who know how to write. but for those who don't have proper english writing skills becomes unnatural for them to use the TTY or IP Relay service. Hearing the VRS is quite popular in the United States of America and we are left behind in Canada for so long that cannot get our needs met with equal or fairness accessible ways of communications. This should be a broad choice for each Deaf Canadian to choose how to communicate to the public on any communication technology that would reduce the sound barrier of Deaf Canadian human rights.

I am profoundly deaf by birth and learned ASL late in my teens. I am the only deaf family member on both sides of my family. As an eleven-year old girl, I was proud to have a TTY to communicate with everyone even through the relay services. That was prior to the new Information era starting in 1995; the technology has increased ten-fold since then. Astonishing! This evolution is made possible for an increased accessibility for the Deaf and Hard of Hearing citizens – both signers and non-signers.

(I have broken down my responses based on the topic).

3. Service Reliability: Over the years, my experience with relay operators was more or less positive. I rarely have negative experience with relay operators; except that I am still unsure if they were being ethical in providing their services like sign language interpreters. I still keep my faith in their services.
Either domestically or professionally, I have noted the relay operators try their best keeping the hearing responders online by explaining the third party presence and assisting in relaying the conversation between myself and the hearing responders. A few times I have been hung up on with no fault to operators.
I do recall that in 1990’s there was an accessibility committee under Telus in Alberta to oversee the Relay Services for quality and for awareness and/or education. If that overseeing committee has been dismantled over the years, I think we should return to an overseeing committee similarly to the CAV for the VRS. The reason for my belief is that I believe relay operators should be held accountable for providing services to deaf and hard of hearing consumers. I am positive that TSP companies have already provided training on providing relay services but I would like extra measures to keep up with the quality of services, operators are certified similarly to sign language interpreters who abide with code of ethics. More research is needed to determine whether or not we need that committee again. Should it be set up a sole company for their own employees or be set up by CRTC for the national standardization? I am a strong supporter of the latter.
4. TTY 1-800 Toll free line: over the years, I have low faith in other companies’ advertisement of TTY-1800 Toll free line. Two main reasons are: the lack of timely response to answer my phone call via TTY and the lack of knowledge by the users on the other end that they did not know what to do if the TTY becomes “wonky” (scrambled messages or nothing comes across the screen). Seeing other commenters’ experiences with CRA, I cannot believe that CRA is forcing deaf and hard of hearing citizens to become second-citizens because their confidentiality clauses. The CRA needs look into that and find other ways to provide services to Deaf and Hard of Hearing citizens as if they are first class like every other citizen.
I contacted my bank using the relay services a couple of years ago (2013). A bank representative told me directly to use the toll-free number designated for TTY; I explained to them, through the relay operator, that I had attempted to use that number and no one responded each time I have attempted. I firmly reminded the bank representative that I have an equal right for good services as any of their clients and I expect someone to pick up the phone as soon as I call directly from the TTY. My needs were met soon after I disconnected from the relay operator/bank representative. How many Deaf/HoH consumers can be as firm as I am to get what we want? Unfortunately we have to resort to CRTC and Gov’t of Canada to advocate for our human rights in terms of communication accessibility.
I do not want to remind every business representative about my rights as a consumer to access their services using their TTY Toll-free number. More adequate training and awareness would be appropriate for the any employees to be ready to interact with their Deaf/HoH consumers at anytime over the TTY or relay services or other communication tools.

I am late Deafen. I use VCO from my home phone. I find the operator qualifty and connection varies. It can be very frustrated and time consuming to make a call. I also fine I am often discounnected or cut off. Over all I have found the service disappointing. I do not understand why we can't have the text and voice at the same time. When I was lossing my hearing this would have been a much less intrusive accomidation. I understand it is avaialbe in the US.

I have not used IP but I am trying. I find it very confusing to get set up. Most agents don't know about the service and can not help. I find it annoying I have to "sign up: for the service. Why do I have to declare I am Deaf? Would I really use this service if I wasn't? It seems rediculous that I can't just dial a number for assistance.

Inconveniences of IP Relay:
1) Login with a "fake phone number" and pass if forgotten is a bit of annoyance.
2) Waiting time response of the operator is generally not quick.
3) Whenever I tried to call a toll free insurance company, a bank company, and so on, the relay service was never able to reach them. These were the most important calls yet we couldn't reach them via relay. I tried so many times and was frustrated for a long time then one day one of the operators told me that it was because I had a "block number" clicked on. Why didn't any of the other operators tell me in the first place long time ago!?! So I finally made a call through when I unblocked my phone number on the screen. The operators are poorly trained and all these services that I needed to use were for nothing.
4) The operators should be monitor to ensure that their tone is pleasant or respectful. It feels uneasy wondering even if I communicate with respect and politeness, how the operator's voice tone might be to convey my message -- lethargic, indifferent, cold, rude?
5) Most of the operators type slowly. I type fast (60+wpm), using a secretarial typing standard.
Other than these, it has been nice to have that service to use when needed for medical calls and other urgent calls when email and texting are not used by companies and other services.

Commnication Disabilities Access Canada (CDAC) is a national, non profit organization that promotes human rights, accessibility and inclusion for people with speech and language disabilities, not caused by hearing loss. This response is from Barbara Collier, Executive Director, CDAC at http://www.cdacanada.com
People with speech and language disabilities (SLDs), do not use TTY relay as they are not Deaf or hard of hearing and do not have access to these devices. Some people with SLDs, who have sufficient literacy, can type at a reasonable speed and have access to the internet can use Message Relay Services (MRS).
Other people who could potentially use MRS, cannot use it because (a) they do not know about it; (b) it may not adequately accommodate their typing speed, and / or (c) they do not have appropriate technology or internet access.
MRS must be seen as one option within a bigger picture that addresses the telecommunication needs of people with SLDs, not caused by hearing loss.
At this time, we are asking for a national needs survey to be funded in order to define a range of accessibility issues for this population including (a) the lack of available products and options for people with speech, language and physical disabilities and (b) the need to make VRS and MRS services accessible for this population and (c) the implementation of Speech-to-Speech relay services similar to those that exist in in the USA and Australia. Given the complexities of the needs of this population, this study must be conducted by the communication disability community with input from speech and language disability professionals and consumers who have a range of SLDs.
For more information on Communication Disabilities Access Canada, and communication access please go to http://www.communication-access.org/

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on oneÕs ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
Thank you for your participation on this important initiative.

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

I am Deaf and I just spent the last hour using IP-Relay calling hearing people about human resource issues. Of the 3 phone calls I made with IP-Relay, ALL 3 of them had responded with voicemail and in each message that I left, I had to, embarrassingly, say that they could not call me back, and instead to e-mail or text me. The system is flawed in that the hearing people cannot phone me back! I have to constantly leave messages and then tell them what time I will call back at. Do you call this independence, NO. This is ONE-WAY. Needs to be TWO-WAY where either end can reach the other, so frustrated!
Silly that you have to pay for a phone line in order to have ACCESSIBILITY. We are supposed to be able to live in a functionally equivalent world, however, it doesn't feel like it, we are residents in a first world country however I feel like I'm third class. I'm a Rogers Wireless customer but I only expect better service from Telus IP-Relay, however have to pay for ANOTHER phone number to access this, so silly and unnecessarily and in a few words, mind me for being a bit straightforward, but it does appear like the telecoms are just ripping us off, paying for double services?! Gouging money out of deaf, hard of hearing, deaf-blind, Deaf, Hard of Hearing, and Deaf-Blind Canadians?!
Another note, I find it odd that many other Telecoms are "copying" the Telus IP-Relay and its not competition between different telecoms rather than one company contracting out to several telecoms. As a result, there is no clear complaint or feedback mechanism or body for this to request enhancement or feedback to improve the IP-Relay or TTY Relay systems. No "one-stop" central place, not one place to report problems that are appearing with IP-Relay.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:

People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services. I am asking the CRTC to fund the initiative put forward by Communication Disabilities Access Canada (CDAC) to TELUS, January 2015 to address the telecommunications needs of this population.

Communication, in all forms, establishes the basis of all social and economical success in our society. The inability to communicate effectively, severely compromises the ability to develop and maintain relationships and the ability to earn a living or if not able to work to manage the resources available.
Lack of simple technological tools or ineffective management of such resources, such as those being discussed in these comments, hinders the person involved from becoming more cabaple of sustaining themselves. Lack of access, poor design, so those who have difficulty moving to the equipment or handling the equipment, causes individuals to become frustrated and give up, It also limits the individual's development both socially and economically. That lack of development means greater costs to society as support for the individual must increase.
Lack of communication, will often result in a breakdown of family ties or friendships. These are the very people who can offer support to those in need and help reduce costs to society. Lack of communication means less opportunity to seek medical assistance, to get the resources, such as food, help and spiritual counsel. Lack of communication means that even the simplest task, which a person could handle with adequate means of communication becomes inpossible and their ability to lessen their reliance on others decreases accordingly.
There are problems with the system. Everything combines to present barriers to those who have difficulty expressing themselves or handling the equipment. Impatience from those who operate the system, demontrates a lack of understanding of what they are encountering or a great indifference. Often they perceive the indivudal as not limited by their condition, but by alcohol or drugs and do not make the effort to find out.
FInally I believe there needs to be a much bigger effort made to increase the public and business understanding of the communication systems available for those who are unable to effectively communicate without assistance. The education of operators right through to the average person should be a target of such education efforts. They all need to know what is available, how it is used and how they can help when they have to deal with a person using communication tools. The education program, although also needed by those who require such assistance is important but no more so than those who are on the receiving end of such communications..

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).
At this time, we are asking the CRTC to bring a national focus to the needs of people with SLDs in terms of the provision of reliable, affordable, accessible telephones and appropriate services such as message relay services, video relay services and speech-to-speech services.

• Do you use TTY relay, IP relay or both?
IP Relay.
• How reliable do you find TTY relay and IP relay to be? Please be clear on which service you are commenting on. For example,
o have you ever tried to place a call but couldn’t because the service was not working?
Yes, many times with Bell IP Relay and sometimes with Rogers IPR (I have not tried using Rogers very often because it is so unreliable and unresponsive).
o how quickly was the issue resolved?
NOT swiftly. In some cases Bell IPR was “not available” for a week at a time.
o were you notified that the service was not working?
Not exactly. I dialed up and only after dialing was I given the “not available” notice.
• Can you make the types of calls you need to? For example, can you call 9-1-1 or toll-free numbers?
In most cases I can call toll-free numbers. There is a dedicated “emergency” button on Bell IPR which I have not used except twice to test whether they would respond to it when their IPR was otherwise “not available” (and I found out that they wouldn’t respond to it).

I use both TTY relay (work) and IP relay (personal/home).
I find both TTY and IP relay services to be very similar in reliability. I don't believe I have ever tried to make a call and couldn't because the service was down (unless the power is out, which has nothing to do with the relay service). It has been a long time since I was unable to call a toll free number. It used to be not allowed, when I first started using the relay service, but it has been allowed for years now. I have never called 9-1-1.

I am concerned that we are seeing "copy and paste" comments stacking up the conversations in one direction. We would like to share views and have actual dialogues with individuals.
Thanks

I find that the reliability of IP relay has improved over the years which is a great thing. I myself still experience long delays in getting an operator online . sometimes the service automatically disconnects so there has been issues there. I discovered that telus and shaw offer very different modes of internet service and it might be a good thing to inform deaf canadians that the technology behind cable based internet is a little less reliable and IP relay for telus is much more stable.

Do you use TTY relay, IP relay or both?
A: Both and with VCO as well.
How reliable do you find TTY relay and IP relay to be? Please be clear on which service you are commenting on. For example,
have you ever tried to place a call but couldn’t because the service was not working?
A.TTY and IP Relay
• After dialing, long wait for connection
• Sometimes get disconnected in mid conversation but get call back from Relay operator
• TTY is Analog and now have landline digital which is very noisy and can cause garbled/unclear message without use of digital to phone filter adapter. Not many digital to phone filter adapter available now?
VCO IP Relay
• Same as above, with connection and disconnection in midconversation.
• Easy to call out
• Like ability to make calls but receiving calls I have no idea how
• Don’t want to leave browser on all day for IP relay for incoming calls and do not want to have people leave messages. I prefer to answer the phone.
• No Ringer nor flasher ability to announce incoming call via IP Relay software, even if have IP Relay browser open all day.
• Should IP Relay Operator call me, too much time wasted in going into browser to connect with IP Relay! Very annoying
• People have gotten confused with my gender when my name was announced (I’m female) by male Operator. I didn’t want to change operators as time is wasted.
Solution for Phone Providers (Telus/Shaw/Bell etc) regarding VCO Relay: Please start providing Captioned Phones. I understand it is not available in Canada and VCO phones are discontinued - no longer being made?!?!

I used TTY relay for few times before. Sometimes it was easy misunderstood to communicate with family, relatives, and others. It was a barrier to express my thoughts; it was not working for me to use that. Well, I would prefer to use IP Relay to access with phone calls for the business, personal, and others.

I am still using both TTY relay and IP relay, but when IP-Relay came out few years ago, I became using IP-Relay because I find easier access than TTY. I still used TTY Relay for many years. I am using IP-Relay and my TTY is my backup, if someone refused to take the call with IP-Relay as they prefers more TTY Relay.
I was never aware by seeing a message that IP-Relay or TTY are not working. Whenever I tried to make the calls or trying to login, it is not working and I contacted the providers and they were not able to provide some information by technical support in live chat. They always say that we have talking into the wrong group like Internet, they always refers us to use Home Phone group, but they also can transferred back to the Internet while they are not familiar with the service. They have asked to use the special dept for special needs, but they are not always open around the clock to help out the issue while we may need to make some important calls during night time or weekend. The special needs dept do not have live chat. It already took a while to handle to take the call for any types of issue.
It is depend on the issue and it is not always easy to resolve by quickly while the issue is very common for one specific user who faced same one everyday. They all prefer to see the big number of group who also faced same issue. Not, everyone is aware how to inform the provider the issue. They will keep try later and later, but nothing happened. They may give up after few tries. It can be take a few months to resolve one simple issue since they put all type of issues in very low priority and telling us that IP-Relay cannot be higher urgent beside low. They may sometime require us to call in by phone to make the case higher. It is not always possible to use the IP Relay to reach out them to face the issue while we have some trouble. The providers have live chat, but they all couldn’t handle it. There is no best way to reach out to report to them because they do not know what to do. They may have a script for that, but not enough as don’t know how to deal with it. They all kept telling us to do very basic troubleshooting all the time which we may find annoying while our end are okay. We may have report them few times, but they are still required to do some same basic troubleshooting!
Many providers may not have standard step to deal any issue. They all still treat low level no matter what.
They may not keep in touch back for a follow up, since we had to talk to them and explain over and over since they do not keep the record in the system even big issue. They always trying to resolve the matter in the first place in first time if we have issue over and over without escalate to higher level.
One time, I had the issue with IP-Relay, it took me more than 6 months to resolve the issue after report to the provider! Also, I had to report to your office with CRTC after long delay with the provider.

Some of the answers I may have already answer in technology section. (sorry)

I use both TTY and IP-relay. However, I prefer to use TTYs as relying on the internet is not 100% reliable. A lot of times, "xxx's" or "8490 -G48 =--271" appear, and it can take a while to resolve, to be able to read what the operator is typing. Sometimes, I have no choice but to hang up and call again - this is annoying and I lose touch of the person who I was talking to. It's more annoying if I was talking to a Service Canada rep. who you often have to wait online 10-30 minutes for.

deaf user here - to date ip relay has been a tale of failure with operator after operator not knowing how to use the system. TTY for me for now . Sadly.

Ip relay calls to the government are difficult. sometimes the number is not recognized and is rejected..

I use IP relay.
I can make personal calls to doctor's offices, the bank, and companies like Apple to order computers.
I do not use relay to talk to family and friends as it upsets them not to hear my actual voice.
I do not use relay to make emergency calls because I don't know how to test it without actually making an emergency call. If I had to make an emergency call, I would just use a regular phone and just talk and tell them I'm hard of hearing and can't hear them. I don't understand how emergency calls would work with relay anyway, if you're very sick, you probably can't log into relay, hit the emergency button, and type coherently anyway. Dialing a phone with buttons and just making whatever sound you can to a hearing emergency operator seems safer to me.
I rarely have problems with the IP relay service, except sometimes I just have to wait too long so I just call back later, but I've never had major reliability issues.
NiceColdMilk

I am using IP Internet Phone and didn't like as I was told by my friends and family, that too many operators have accent making the communication hard to understand from the operators. And too often the other ends hang up on as they thought it was advertising by MTS!
As far as I am concerned, what the heck are the phone providers are using those operators that are foreign with accent. Why not hire the Canadians with clear voices like we had with MRS in Manitoba?? It is bad enough that I was told by MRS that sometimes to communicate with deaf are hard due deaf's poor communication but to hire the operators with accent!! Really, CRTC needs to ensure that all operators are Canadians and not with accent!!
As for CRTC, why are you continue to waste time and $$$ to stall to install the Video Relay Service, in fact it should be already established like 10 years ago but CRTC continues to drag their feet and want the so-called feasibile studies. If USA is successful, then use their example for VRS in Canada.
CRTC please don't waste any more time and $$$ and focusing on something that are becoming poor quality. Please set up VRS right away. TTY is now becoming obsolete, many deaf users no longer have TTY. So don't focus on TTY too much. Focus on what we WANT is VRS, so we can see each othre on Video and use our ASL (American Sign Language). I used to use VRS throough USA's VRS for many years until it was cut off from Canada access to it some years ago. I missed it so much. With IP, the quality is not excellent as it should be due to many operators with accent.
CRTC please stop wasting time and $$$ and really, really, really listen and allow VRS this time. Thanks.

I'm Deaf and I primarily use IP Relay.
Generally, the service is easy to use, however for residential IP Relay through Bell, one must now go through several extra clicks before reaching the actual IP Relay portal. This is a new addition since original implementation, where Bell asks the user to verify their address for 911, etc. Other phone service providers such as Allstream or Bell Business telephone does not have this extra layer in the interface, which I find quite cumbersome.
Mobile access -- yes, this can be accessed, but not ideal, as the User Interface was designed for a large screen device's web browser (eg: desktop / laptop computer). Ideally, a platform-specific (eg: iOS, Android, BB OS) app should be created so that thte UI elements are more user-friendly for the screensize in question, etc.
VRS -- looking forward to VRS! Will definitely use, but it will not replace IP Relay, as different situations would call for different methods. For example, while walking or travelling, it may not be feasible to use VRS on a mobile device (eg: ASL more often than not requires two hands, and if one is moving about and is holding the mobile device in one hand, it would be hard to communciate via VRS; whereas IP Relay would be more like 'texting')
Other tech -- some institutions do not allow relay calls to be made due to security issues (eg: banking, etc.), and require callers to call directly using a TTY-to-TTY line. This is a problem because TTY itself is an epensive and archaic technology that will be deprecated. Institutions worrying about the 'man-in-the-middle' security breach should look into providing other secure methods of communications that embraces current technologies; or perhaps CRTC can provide an IP-TTY service where calls are made point-to-point, but via IP / software as opposed to a single-purpose device (TTY).

Hello,
I am Cindy Neil, National Director of the Canadian Association of Educators of the Deaf and Hard of Hearing. I have a profound hearing loss. I am oral Hard of hearing.
What I have really been longing for, is not IP or Relay services, but rather for CapTel. A system available in the USA to hard of hearing people. It seamlessly provides you a written represteation of your conversation with the other people none the wiser that you are using such servies! Read more on this link: http://www.ultratec.com/captel/
I would love to have this available in Canada. This would serve the largest population of people who have a hearing loss. I would be willing to work on a committee to bring this dream into reality!
Thanks
Cindy

I'm deaf.
1) I don't use landline and therefore do not use a TTY anymore. I use smartphone for all of my communcation needs.
IP Relay account require a phone number. Since CRTC require internet provider to implement and provide their own IP Relay service to service the deaf and hard of hearing customers. This requirement does not make sense in situation where a deaf person only need internet service from their local ISP (e.g. Shaw) without a landline. Again, IP Relay account *require* a phone number, most likely due to long distance billing and emergency locating reasons. This requirement means a deaf person need to pay extra for the landline service, which isn't fair to those who don't use landline, and instead preferring to use the cellphone.
Initially, I wasn't aware that each provider need to provide their own IP Relay, as both Bell and Telus have traditionally provided the TTY relay service to the deaf and hard of community, whether they're customer or not. It wasn't until later that I have discovered that cellular carriers (e.g. Rogers) also provide IP Relay.
Since I am using a mobile device and already have a phone number, signup was a breeze through Rogers.
2) I've noticed that the IP Relay interface are similar between providers, with some difference in theme, led me to believe that a company was hired to develop the software and is responsible for it all. There is no option for user to submit feedback to suggest improvements.
IP Relay on mobile devices (e.g. smartphone or tablets) are a pain to use as a lot of zooming and panning are required. I agree with Error404's comment that mobile-friendly version are needed.

TTY and IP relay are not the best technology for those people who are late deafened and cannot type or who no longer can hear on a regular or amplified phone. These people are mainly our seniors citizens and those with severe and profound hearing loss. It is time we have the CapTel service available to Canadians! Americans have been using this technology for over 7 years now, why is Canada so far behind?
The fact that Canadians can NO LONGER purchase Voice Carry Over phones because the USA supplier will not sell them to us, makes this issue even more urgent!

TTY, Voice Carry Over Text Telephone and the IP Relay is a service that is easy to use but reliability and the connection with the Relay service isnt that great. If you get disconnected, the operator does not call you back which you have to keep calling until you get an operator to re do the call again which is time consuming and painful to bear. As far as TTY goes, its hard to follow the screen especially when its one line screen when reading the other end's comments. VRS will be much better to visualize what the person's tone of their voice, clear ASL translated messages and communication is much more seamless. This will remove a lot of communication barriers and reduce the misunderstanding of the communication because MRS is not properly trained to understand Deaf's first language is American Sign Language. TTY is very old technology and should have been discontinued a long time ago.Security is another thing that prevents a call from going through especially through third party. Thank goodness for VRS that is coming out very soon in the fall which should replace the TTY. Unfortunately, the hard of hearing has to continue with the MRS for their Voice Carry Over Text telephone.
I have noticed that MRS have this rediculous demand to have one way communication instead of two-way communication - MRS gets to decide how the call is being place where it should be up to the consumer who places the call to make that choice. For monitoring the MRS, there is a lack of "layers of lenses" to ensure they are doing their job properly and professionally such as recorded for monitoring purposes.
I have met many people including myself who are Deaf and hard of hearing who cannot file a complaint with the operator ID to inform that they have conducted the calls inappropriately. There is no guideline or regulations that is available to the public to follow the rules to file complaints or provide compliments on the services that they have received. This needs work to have the information available to file an complaint or even share if the operator did an outstanding job to compliment on their services.
Voice Carry Over text telephone that is provided by Ultratec (which is from USA) that is used in Canada is no longer being manufacturered since last year October 2014. For those who are hard of hearing wanting to buy a new Voice Carry Over telephone is not able to purchase since its discontinued. Where is their accessibility to have access to a new form of phone technology such as CapTel that is available in the USA which is operated through the internet line. The CapTel is much more efficient communication technology that instantly comes live when placing a call directly to the hearing person which eliminates having to call the third party such as MRS. CapTel has the ability to adjust the font size of the text type messages for those who are visually impaired and hard of hearing. This type of telephone is senior user friendly to understand how this phone works without having to go through the third party MRS. When will this type of technology be replaced with CapTel or a similar product that works the same?
We need this type of telephone available in Canada and CRTC need to act fast to provide this similar technology to continue to provide the telephone accessibility for the hard of hearing. We need to keep up with the latest most efficient user friendly technology that is accessible for those who are hard of hearing, visually impaired, and seniors. It is not fair for the hard of hearing who are lucked out with no Voice Carry Over text telephone to have access to make calls to their families, medical appts, and etc.
I hope CRTC will take the above consideration into their decision process to make new changes to keep up with the technology such as CapTel or similar product that does the same via the internet line or even better available on apps on any smart phones.

At home, I don't have a landline, so I do not use TTY. At work, I have a TTY machine, but since someone told me of IP Relay services, I now use the IP relay services more. The portal is easy to use. I can access it more easily on my computer / laptop more than I can over my mobile device.

I would prefer that government agencies such as Canada Revenue make it possible to do things over email than over TTY/IP relay services. There would be less misunderstanding and people on both ends would not get frustrated or impatience.

I am a sign language user, but I don't think VRS is going to be any better than TTY/IP relay services because I'm not getting to say what I really want to say, or actually interacting with the person I want to interact with. I just don't want to rely on a third party to speak on my behalf.

I don't have much choice when it comes to TTY/IP relay services. I'll use it for as long as I can until email becomes more accessible.

I am profoundly deaf by birth and learned ASL late in my teens. I am the only deaf family member on both sides of my family. As an eleven-year old girl, I was proud to have a TTY to communicate with everyone even through the relay services. That was prior to the new Information era starting in 1995; the technology has increased ten-fold since then. Astonishing! This evolution is made possible for an increased accessibility for the Deaf and Hard of Hearing citizens – both signers and non-signers.

2. Technology: I believe TTY machines are beyond outdated due to the digitalization of telephone system. The TTY machines are mainly analog. This has caused issues for me, domestically and professionally, that I have decreased the use of the TTY and I have converted to emails, online chat or contact forms, and texting.
Online or computer software and IP-Relay Services are great tools in this decade that we should optimize the use of TTY technology. I am pleased to see in other comments that online or computer tools are now available for my perusal. I guess I am dragging my feet because I still prefer the VRS as my first choice.
I am looking to eliminate the landline – both domestically and professionally – and use the online or TTY Program to support my needs. I would still use relay services (IP or MRS/BRS) as a back-up when the VRS becomes available. I like to have plenty of options to communicate with hearing family and hearing callers at any time.

Why you brought this up? Is it not good for MRS or IP-relay for deaf community. Stay away from this MRS/IP-relay. MRS for operators does not know deaf culture for their language. Because deaf community have first ASL/LSQ language. Be alert to get this business "VRS NOW".
And I do understand that what you said but I did fought with MRS over 6 hours relate with Bell relay service. Operators are lousy typing and too many words missing. That how I was a very angry with that for just 6 hours, almost half a day. I did report to MRS manager from last week. But still won't work to make resolve it the problem. I was 2nd times for total 12 hours twice of each 6 hrs. What suppose to do with these your any suggest?
Also, IP-relay too many step by step instruction there for login.

Thanks,
deafMark7

My Wishes......
I'm not even sure what category my comment should fall under.
Some of the policy behind how IP/MRC is regulated for the consumer is a barrier to those who need to use the telephone to function in society whether it's their job on the line or what not.
I am for both IP relay and VRS. I have used both.
I'm also a fan of VCO. I want to have a real-time conversation with the speaker on the other line. So I speak to maintain that interaction. I can understand pieces of the conversation if I listen through the phone.
BUT IP won't let me control the conversation when I can understand parts of the conversation with my residual hearing (but still need the support of the operator). The operator has demanded that I wait until they finish typing (even though I already understood what was said between my residual hearing and the few words they typed on IP relay.
One example:
I can't understand phone numbers. But I may understand other things the speaker is saying. So I use IP to assist me in capturing the phone number on the screen, while I can carry on a normal paced conversation with the person on the line instead of waiting (forver) for the operator to finish typing every single word (the person on the other line is also waiting forever). For those who have experienced this - it's such a nuisance and not practical in any way.
We need this flexibility - because this will open the door to an infinite opportunity for employment when I can have a 'normal' or 'real-time' conversation on the telephone like 90% of the population.
The VRS trial allowed me to do that while using VCO. If the VRS companies facilitate that 'real-time' phone calls, why can't IP operators facilitate that as well.

I'm profoundly hard of hearing. I use a Cochlear Implant and a hearing aid. I use the phone sparingly, primarily due to my main phone being a mobile device, that is not compatible with ip-relay services requiring landlines (which I don't have). I don't have a TTY.
I have no desire to have a TTY or IP-relay type of conversation - it is disjointed and unnatural. It requires an active third party. It isn't comfortable for the hearing recipient. Most of all, there is a better solution for oral users with hearing loss, that won't require special hardware for mobile users:
What I hope the CRTC will do is bring a captioned telephone service, including both land line and mobile/web based, to Canada. Similar to what is available in Europe and the United States, for over a decade. A captioned telephone should allow a oral hard of hearing or deaf person to have a natural conversation with another party, using a direct phone connection, while the conversation, or at least the hearing side, is captioned for the person with hearing loss to read what is being said, when necessary. The call needs to be seamless, phone calls are made directly to the number being called, and recieved directly from the number being called. There shouldn't be any need to advise that the call is being captioned.
There are technological voice to text solutions being worked on, but nothing works as well as a CART transcriber using a telephone captioning system, such as CapTel.
Thank you,
Curtis Les

Hello

i am deaf and blind and I wish to make comment about Ty technology .... It is pretty much dead and I not use that cuz phone line cost a lot of money

the app for ip relay.... I not use it much cuz it is problematic ....
first it require password so obscure and I can not process to download it....

other thing ...is it download only under certain company providing the software..... I not like that I want app for all smartphone and so system comparable include laptop/desktop for Windows and apple iMacs so I can easy download ... Cuz I tried and the software Sid must use Telus IP address only.... Not fair cuz at home I use Teksavvy Internet and my cell phone under Telus ... I need an app that can be download easily to fit in whatever..... It be window, iMac, smartphones... Cellphone iPads laptop, desktops
plus I want to include setting to the app is font size and color plus background so I can read better for both area my conservation and ip relay operator conservation areas ...include my face profile to add or change or not at all if I wish to share or not....

I want an app that I can download and then I set up profile and phone number or Internet to be comparable .

thank you

I am deaf when I was boy that loss hearing, and learned ASL late in teenage. I am only one deaf person in the family member. In 1980 I got TTY machine to communicate with deaf people using TTY and no MRS this time. I don't remember which year starts the relay service (MRS). I was proud to have a TTY to communicate with everyone even through the relay services. I have not much use TTY machine but I use TTY manchine through CRA, and have converted to emails, online chat, and texting, and most of using IP-Relay Service. IP-Relay Service is great tools that I am pleased to online or computer tools are available for our computers. My first choice, I prefer VRS because the vision as first language ASL. But I still use IP-Relay Service for back-up when VRS is available.
Franco

At present time, I use 1) email, 2) texting, 3) IP Relay (in order).
Future, 1) email, 2) texting, 3) VRS (at home if videophone is "homeline"), 4) IP Relay (occasionally or more at work with my tablet with detachable keyboard). I have a tablet with detachable keyboard that I often carry to work or cafes.
If VRS were provided, I'd use VRS almost exclusively. But, whenever I prefer privacy (e.g. wishing to talk with a company or service without an interpreter knowing about my information), I'd turn to IP Relay (most likely they and I don't know each other). It might be occasional but more at work when needed.
If we had a two-in-one portable videophone with IP Relay text screen using a tablet or portable device, I could use it anywhere with WIFI. It could be two operators in one operator (VRS operator who is an ASL-English interpreter and IP Relay operator). It'd be nice that when I call and speak in ASL via VRS operator, I can occasionally turn to typing on the screen if I want the interpreter to convey exactly in my own English expression and back to ASL. Though, sometimes we'd prefer an interpreter that she/he and I don't know each other at all when it comes to sensitive information/privacy.
It'd be nice to call IP Relay without logging in with my number and password. I can just open the bookmarked link and make a call right away. Useful for calling 911 without logging in.

My spouse's hearling loss has progressed enough to make voice telephone no longer useful. I am Autistic and experiencing mutism regressions. Both of us are finding voice telephone frustrating and unhelpful, and we have turned to other methods for most communication (text message, instant messenger, email) but some companies insist on telephone voice communication, so we have had to look at message relay options.
We are very new to message relay technologies. We do not have a TTY device. We found that the TTY devices available to us all used the double-well cradle for an older 80s style wired telephone. Are those even made anymore? Our landline telephones all look like sticks, they aren't even long enough to fit into the wells on the TTY. This left us baffled as to how these devices could be useful with modern telephones.
I looked online to see if existed a TTY type of software that would allow us to type and read from the computer. I learned that IP Relay services basically satisfy this need, letting us use a technology we have at home and are familiar with.
Although we are studying American Sign Language, we do not know or understand enough for VRS technology to be useful to us. At the moment, the most useful solution for us is IP Relay services.

For technology - see what is offered by http://www.purple.us/

Communication Disabilities Access Canada (CDAC) is a national non-profit organization that promotes human rights, accessibility and inclusion for people who have speech and language disabilities, not caused by hearing loss. This response is from Barbara Collier, Executive Director of CDAC at http://www.cdacanada.com
Message Relay Services (MRS) may not be accessible to people with speech and language disabilities (SLDs) because they may not have the technology to access it. People with SLDs do not use TTY and would require computers, smartphone and tablets to access the internet. Each province is different in terms of funding assistance for tablets, speech generating devices, and computers that provide the potential for internet access. For example, Ontario provides a funding contribution towards computers for people who cannot physically write. Other provinces do not provide this funding. No province provides funds for smartphones or for internet access.
People who have access to the internet, require MRS operators to know how to facilitate their slow typing speed and use techniques to ensure accuracy of messages conveyed and received. Many people with SLDs also have physical disabilities (e.g. cerebral palsy, stroke, ALS) that result in extremely slow typing speeds.
Due to the diversity of the population and the many different ways people with SLDs communicate, other options are required in addition to MRS. These improvements would include:
1. MRS
MRS operators require information, training or skills to facilitate communication for this population in terms of:
o Understanding the impact of different typing interfaces used by people with communication and physical disabilities for relay services (Morse code; scanning systems; word prediction etc.)
o Using different strategies to support a user who has slow or inaccurate typing due to physical access or language processing issues;
o Using communication techniques to validate and ensure accuracy and completeness of messaging from a person with SLD
o Knowing how to negotiate situations where people with SLDs might use MRS (e.g. formal calls; complex negotiations)
People with speech and language disabilities, their families and service providers currently do not have information and training about:
o MRS and the technology and skills required to use it
o How MRS might work for them (e.g. the role of a relay operator; what an operator needs to know about how you communicate; types of messages can be prepare ahead of time; handling complex negotiations using a relay service; dealing with misinterpretations etc.)
2. Technology
There is a need for reliable, accessible telephones that can be used by people with physical and communication disabilities from wheelchairs and beds (e.g. visual and auditory scanning options). People with SLDs who have physical disabilities currently have limited options in terms of phones that can be accessed by large touch buttons, visual and / or auditory scanning with switches. They cannot use voice-activated technology because their unclear speech is not recognized. The lack of available and reliable products for this population impacts on their safety that in turn impacts on their ability to live independently in the community as they rely on phones to access their attendant or caregiver services. Current phones (RC200 and Fortissimo) are either not functional or not available.

3. Accessible VRS
Video Relay Services (VRS) could be extended and adapted for people with speech and language disabilities who use unclear speech, point to letters, pictures or symbols on a communication board or who use a speech generating device in addition to gestures, adapted sign and body language. VRS operators would require training in how to facilitate this type of communication.

4. Speech-to-Speech Relay
Speech-to-Speech Relay services such as those available in the USA and Australia could be used by some people who speak but whose speech is slurred or unclear due to a disability. Relay operators require training in understanding unclear speech and in clarification techniques that people use when not understood. Once this training has been provided, an operator would be more skilled in understanding some (not all) individuals’ speech which may be unclear due to strokes, cerebral palsy, Parkinson’s and other types of disabilities. For many people this direct speech to speech communication would be faster and more preferable to typing. Typing would be used as a means of clarifying when speech is not understood.
For more information on Communication Disabilities Access Canada, and communication access please go to http://www.communication-access.org/

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

There doesn't seem to be OPTIONS for features for IP-Relay users, why do you have to sign in and use standardized and non-accessible means of IP-Relay? Standard white background and black font.
For those who are Deaf-Blind, or have specific visual needs, for comfortable viewing, might prefer, for example, a dark, like black, or navy, or differnet colour background, and larger fonts. What if you want LARGER fonts say size 18+ white colour, and black background for comfortable viewing, this is not feasible with the current IP-Relay set up. Also, I remember they also are very finicky with the type of FONT used for typewritten communication, some prefer ARIAL, some prefer TIMES NEW ROMAN, whichever is easiest for them to read.
When I was in the States there was one generic, FREE IP-Relay website (which by the way didn't require login!!) where you could adjust the colour background, and colour font, and even make the colours different for yourself and the other side's conversation so you could identify who was talking with the differnet customized colours. Talk about TRUE ACCESSIBILITY for ALL including those who are Blind, or Deaf-Blind that require text only relay services.
I have quite a few Deaf-Blind friends, that even though VRS is coming to us in Canada, will not, sadly, be able to benefit from VRS because they are completely blind, and cannot see the sign language interpreters, and rely on TACTILE sign language, but for phone communications, instead they rely on text converted to braille, and vice versa, so text relay service is best benefit for them. Don't forget there are many, if not thousands, of hard of hearing people who are not sign language users. Considering these two groups, we should be able to KEEP both text-based relay services as well as have VRS. CHOICES for ALL, ACCESS for ALL.
Not everyone has same needs or levels of communications, so keeping ALL the OPTIONs avaialble is NECESSARY. Thank you.

Having the IP-Relay as a web-based ONLY accessible service does not satisfy me. I would like the freedom to have IP-Relay on the go, especially by way of an APP with ease to use split screen and settings with choice of colours, fonts, etc.
APPS for iPads (both sizes mini & full size) as well as iPhone and all sorts of smartphones would be a real benefit and a real freedom and independence-booster.
Thank you.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

We need to tap into integrating more mainstream technology with adaptive technology. The emerging smart devices are capable of adapting all kind of disabilities but there are close systems. Fortunatly open platforms are gaining attention with big players like Intel and google and even Apple and microsoft are offering good accessibility features.
We need to also ensure that big phone carrier are not locking accesible features for smartphones.
While working toward integration for all improving present work around solution is necessary.

We need technology developers and business to shift away from proprietary technologies that block integration across communication technologies. People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

I am Deaf and use iprelay though Bell - Bell requires extra steps and can't be used from mobile.
I use it all the time on my desk PC - other iprelay providers allow login with iprelay number and password.
Would be nice to have PC to TTY interface available - same as you can now send fax from PC using email.
Jim

Software / subscription service to make use of TTY and other methods, including VRS, and text from PC.
http://www.nextalk.com/Software/ACCESS/access.html

I am Deaf, mainly a sign language user and use a cochlear implant.
1) TTYS: In the past, I have used TTY and stopped using it because the machine broke down. There wasn't any place to repair it here in Canada except to send it back to the manufactuer in the US. What a hassle and the conversations on TTY were longer, frustrating and impersonal. The occasional long wait times of more than several minutes were an issue as well.
I have used VCO ( voice carry over) with the TTY and found that it made conversations faster and the hearing party trusting me more. That was the only small positive thing about it.
2) IP relay: I have an IP relay number yet it required me to remember it, go through a few steps to get online, and I had to chose a carrier that also uses my Internet provider. It was not well advertised on how IP relay works and how it is better than TTY technology. I only heard about it via word of mouth from friends.
The other issue was having to use IP relay only on a computer , not on mobile device and required stable internet broadband connection. At first, I was interested in using IP yet lately I lost interest in using it because of those issues, IP relay is a better alternative than the TTY yet I preferred using Video Relay Services (VRS) after having tried during the VRS trial and on visits to the US, had used VRS there.
3) Captioned telephones: It is not available in Canada... why not ?? or is it here already yet nobody knows about it ?
Given the choices here and what needs to happen.
I am aware that the VRS is coming soon yet I knew that it is not possible to have 24/7 service quite yet so IP relay , and Captioned Telephone would be a suitable alternative for the after- hours and made simply more accessible to all, Deaf, hard of hearing, speech challenged, and Deaf-Blind.
1) Captioned telephones made available either at no charge to consumers or at a reasonably low cost of less than $100.
2) An improved IP relay stystem that can help me to remember the special set of numbers ( phone number or what) ?
- less extra steps to get on IP relay
- have the choice to use IP relay on- the -go such on mobile devices
- more awareness of IP relay
- not use landline phone in order to access IP relay
- if possible, add a Voice Carry-over feature too.

• Do you find the technology convenient to use? Please be clear if you are talking about TTY relay or IP relay. For example, ◦ If you use IP relay, is the IP relay web portal easy to use?
-Technology is convenient for me to use. The only inconvenience are Internet glitches.
◦ Can you access TTY relay and/or IP relay on your mobile device easily?
-I have never tried using IP relay on a mobile device because there have been inconsistencies with wireless connections. Often, we wouldn't know if we were disconnected or not.

• What could be done to make it easier for you to use either TTY relay or IP relay?
-Reliable wireless connection.
• Do TTY relay and IP relay provide you with the best solution for making phone calls? If not, what other technologies or services do you use to make phone calls?
-Not necessarily. There have been companies who wouldn't accept relay calls because they ask for POA. And oftentimes, the operator makes calls complicated and creates tension and distrust between the participating parties.
• Video relay service (VRS) will become available to Canadians in the future. VRS is a relay service for sign language users. ◦ If you are a sign language user, do you plan on using VRS instead of TTY relay or IP relay?
-Depending on the nature of the call, if the call is of importance and requires some high level functioning within organizations, then I would rather use TTY. If it's for something like ordering pizza (classic example, ha!) then I wouldn't mind using VRS.
◦ Do you plan on continuing to use TTY relay or IP relay for some of your calls?
-Again, it depends who the participating parties are.

I Have a profound hearing since birth. I have used TTY and more recently IPRS. I've used Telus IPR and Videotron IPR. I Haven't had the chance to use BRS yet.
Here are my issues with the technology so far:
- The need to have a landline phone account with any providers to be able to use the IPRS. I only own a cell phone, and I'm with a budget carrier (Koodo) I have no need or the money to pay for a landline. Apparently that doesn't allow me to use Telus' IPRS, so I have to ask someone who has a landline to give access to their IPRS. We should be able to use the IPRS whether we have landlines or not and no matter our carrier. May I suggest the Australian system? (National website dedicated to providing an IPR service - website: https://internet-relay.nrscall.gov.au/ ) No need to go through a provider/carrier for our IPR needs.
- No easy way to use an IPRS on a smartphone. Most people will have a smartphone that is connected/can connect to the internet nowadays. There should be an App for all platforms that allows up to use an IPRS wherever we are.
- online IPRS does have technical glitches from time to time (disappearing text, sudden disconnection, etc.) Maybe more quality control and testing is needed?

Thanks for providing a useful and necessary service and for listening to our comments.

VJ

People who have speech and language disabilities have the right to access
telecommunication services. At this time they experience major barriers
that impact on their ability to maintain social contacts; call for help in an
emergency and in many cases it impacts on their ability to live
independently in the community. We want the CRTC to address this by
establishing a national focus on the needs of this population in terms of the
provision of reliable, affordable, accessible telephones and the extension
and development of telecommunication services such as message relay
services; video relay services and speech-to-speech services.

• Do you find the technology convenient to use? Please be clear if you are talking about TTY relay or IP relay. For example,
o If you use IP relay, is the IP relay web portal easy to use?
Bell IPR portal makes you jump through several hoops to get to the Relay page. If you start from Bell’s home page, you have to hop through six links before finally getting to IPR. That is NOT “convenient”.

o Can you access TTY relay and/or IP relay on your mobile device easily?
Have not tried with Bell, but Rogers IPR is unreliable.

• What could be done to make it easier for you to use either TTY relay or IP relay?
A button on the website home page should provide a direct link to IPR, with no need to jump from menu to menu and from link to link.

• Do TTY relay and IP relay provide you with the best solution for making phone calls? If not, what other technologies or services do you use to make phone calls?
They are both slow and tedious and they both annoy the hearing people that we are trying to call. We generally prefer email, texting, SMS, etc.

• Video relay service (VRS) will become available to Canadians in the future. VRS is a relay service for sign language users.
o If you are a sign language user, do you plan on using VRS instead of TTY relay or IP relay?
YES!!!!

o Do you plan on continuing to use TTY relay or IP relay for some of your calls?
No. When you get the chance to drive a Corvette Stingray, you are not interested in going back to driving a horse and buggy.

I have issues with SHAW and BELL asking for my landline number. Nobody uses landline number anymore. I have SHAW IP Relay Service up and running on my PC but it would not work on my Macbook. I do use the IP Relay Service on my mobile. The operators cannot read my messages from my phone. Another issue - no notification on someone calling me. Everyone who is to return my message is to use my e-mail address or text, never through the IP Relay.

hyperlinks not possible

Overall, I have no problems with the technology for either IP or TTY relay service.
The "Hang Up" button is in a weird place on the IP relay portal. I have accidentally hung up on conversations, thinking I was clicking "enter." I used to cover the "Hang Up" button with a post it note every time I made a call, so that I wouldn't click it.
I cannot access either TTY or IP relay on my mobile device, though honestly it has been a couple of years since I asked about that.
I am hard of hearing/oral deaf and do not sign. I will not be able to use VRS. I just really want to stress this because HOH are often overlooked when services are being provided to the Deaf. Assumptions are made that everyone with hearing loss uses the same methods of communication.
I would love to see investigation into text relay, such as at: http://ngts.org.uk/textrelay_index.php but realistically, a better IP relay service, that is fast, has well-trained operators who are proficient in English, and that can be accessed on a cell phone would be pretty much the same, and just fine.

the technology is adequate on a laptop but completely awful and difficult to use on a typical smartphone . this is because the on screen keyboard takes half of the screen , and if you hit back by accident, it cancels a call. this means id have to call back and be placed on hold till i have an operator.

Generally if a disconnection happens, it means the IP relay client has to wait twice as long as an ordinary call. Since disconnections are alot more likely to happen with IP relay, the frequency of long wait times are pretty high. atleast in my experience...

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

• Do you find the technology convenient to use? Please be clear if you are talking about TTY relay or IP relay. For example,
o If you use IP relay, is the IP relay web portal easy to use?
A. Register for a New Account?!? That phrase is very confusing!! I already have account with said provider??
B. It’s easy but cumbersome
o Can you access TTY relay and/or IP relay on your mobile device easily?
 NO! I do not have high data plan and do not wish to spend more than necessary.
 I have Shaw Account – however still slow in connection on my mobile phone via wifi
• What could be done to make it easier for you to use either TTY relay or IP relay?
o IP Relay – VCO – bypass intro screen go right to connection
o I’ve left message in “info screen for operator” before I click CALL and they haven’t read my intro message so I have to retype about using VCO.
• Do TTY relay and IP relay provide you with the best solution for making phone calls? If not, what other technologies or services do you use to make phone calls?
o BEST OPTION for VCO Relay – CAPTIONED PHONES with built-in Amplifier
o APP in all Smartphone in all various OS i.e. Android/Apple iOS
o A need for connection to Translator with Relay system in VCO as well as TTY, We are a multicultural country with diverse community. I know people can call for Translators to speak to someone but how connect in TTY and VCO?
Video relay service (VRS) will become available to Canadians in the future. VRS is a relay service for sign language users.
o If you are a sign language user, do you plan on using VRS instead of TTY relay or IP relay?
 Yes but I prefer the use of Captioned Phones as my first language is spoken English and 2nd language is signed.
o Do you plan on continuing to use TTY relay or IP relay for some of your calls?
 For now, IP Relay or VRS for very difficult to hear or understand calls but prefer Captioned Phones for DAILY USE.
• Please NOTE: Keep TTY Relay as we need it for backup (computer is down/crashed , internet cut off – need call service provider, battery dead in cellphone for emergency call etc.)

1. People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
   People not understanding their natural speech or the speech they generate from their communication device.
   People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
   Not being able to physically access a telephone from a wheelchair or bed, which may impact on one’s ability to safely live in the community or use personal support services.
   People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and/or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
   Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
   Not being able to participate and effectively communicate in teleconferences.
   Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
   Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
   Increased cost of telephone services due to slow rate of communication.
   Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

Technology is one of important to use the relay service. It is not always that easy to access to use the relay service.

TTY is one of most useful for many years, but it is not always to have easy access to use the TTY because TTY is very big and heavy to carry all over places. Most people like to leave the TTY in one location all the time. Sometime we can get some lucky if we know where to find TTY in the public places like school or library, but it still not have enough access to TTY everywhere that we are looking for. Lot of people find easier to use the IP Relay via the computer. IP Relay is much easier because it is always have easy access to use this relay service than TTY.

IP Relay is not very easy to access on tablet or mobile phone because it is very hard to use this service. They do not have an app to make the call. We had to use the internet, but it is very hard to use it as the window is very small as hard to type and we had to move the screen around or make it bigger because it is not simple to use it. I find easier to use it on the computer. I wish the provider can do a better job, but they have not look into this matter at all.

IP Relay is very good service because it give us more access to use it from anywhere who have computer and internet. It can be use at school, library, work, or home. It is not as simple to make the call because they are required to provide our location where is not possible for us to know because if I am in school or library or any public locations, then we will not know the specific address. They are required to provide that address for the 911 information, but it is not always possible to memorize it or find someone or whatever to gather the information to provide the info. Most of the time, people wanted to make a simple phone call that is not relate to call 911. If we need to call 911 then we will provide the information, but it is not easy to know the location as specific address rather than type in common public location like park or library. We had to provide that information every single phone call for whatever reason beside the 911.

It can be same issue with the TTY for location. I had some experience with few providers from different locations. From home, we can make a phone call without any question, but if we are in public location where they have caller ID blocked or whatever, they were asking us for my location where I do not know the specific address. If we do not provide the location, then the call cannot be make.
It is important to keep the TTY or IP-Relay beside the VRS because we may need this as backup since it may not always have easy access to VRS if we are in outside of zone where we do not have access by computer or mobile such as out of range or if VRS is down for whatever reason. It is still important to use this call for any urgent. Also it is important to have IP-Relay inside VRS because not everyone have camera or any issue over the internet like slow speed where we keep freeze or slow motion or hard to follow to understand each other. It is always good idea to have this as backup. Not everyone in Canada knows sign language. There are people still out there who are oral are prefers to use TTY or IP-Relay. This is why IP-Relay and TTY is still important out there, if you decided to ignore then many oral people who don’t know how to sign will not be able to make the call. Not everyone know sign!
IP-Relay is not very good design because it is very hard to use this. We have done wrong by mistake because everything is very close to each other that we might click wrong button like end call or click “X” that we don’t expect. There is no warning message before we can end the call. I am still hoping that the providers can design a better and easier view to access.

Also, IP-Relay is not always possible to make the call because during the call, we may cut off for no reason after long phone call or few calls with the same operator. We always inform the providers the issue, but they always point on us while we have no issue in our side like internet, wireless, network card, modem, and router. They never look in another side of the issue as relay service. Whenever, it had been cut off, I contacted back and ask them if there is issue on their end, they said no. I assume that there is issue on the program of IP-Relay. They may not take serious consider look after it because they are looking one time only for one customers rather than big or many customers. It can be annoying if that happened all the time everyday.

The IP-Relay is not being working after 11pm or overnight without notice. Sometime it can be cut off in the middle of the call overnight because they were doing some clean up, but there is no message or warning that they are planning to do that every single night.
For whatever the reason with above few paragraphs, I had to start all over with the phone call without re-connecting or keep same operators. It is not matter if we are in the middle of the call or near the end of the call, but still required to start all over again. There is no warning message before the window can be close at all. With the warning message will be nice to save the trouble for whatever the reason.

Also, the IP-Relay is not normal for every type of browsers, but I have informed them much time, but they have chosen to ignore as they said not very important. We are the customers to see everything in the best browsers as customer is comfortable. They were trying to force us to use another type. One of the common browsers is IE 11. On the top where there are some buttons and it is all blue rather than text like log out, profile or setting. Some public locations will not allow us to use other browsers beside IE 11. I have informed them for many years, but nothing has been done, yet.

In order to have the access to the provider's IP-Relay, we are required to have account with the providers while someone who are not paying for them.
If you think about the family style where the father paying for the service (Home phone or internet) while the son or daughter who are deaf and wanted to use the IP Relay, we will not be able to have access to the service because they are requried to have the account holder to have the access. The son or the daugther need to get permission or borrow their username or password each time and the father had to provide all infomation to them in order to gain the access or whatever.
The providers are giving a hard choice to allow the son or daughter to have the access to the service or own profile. Their idea is not the best tool to give fair and easy access to everyone. We need something to bypass for the children to allow to have access to the IP Relay.

I am deaf and I use American Sign Language as my primary mode of communication. It would be nice if everybody had TTYs so we deaf people can call others directly. But, I know this is not "realistic". Yes, I plan to use VRS, however still use TTYs/relay services as needed. The deaf community is a small one, I may know several of the VRS operators (interpreters) and may not be comfortable making a phone call through them. It will be nice to have TTYs/relay services as a back up.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I am both totally blind and very hard of hearing and I used to use a TTY modem and a specialized device called a PacMate for making TTY calls through the 711 relay service. I loved being able to both make and receive calls on the braille display, but line interference from old equipment made it quite difficult. (I know it was caused by the relay equipment, because when I called directly to other TTYs, I never experienced that problem.) This led to dropped calls, confusion as random characters were being entered, so I switched to IP relay. I currently use a laptop computer equiped with a braille display and screen-reading software called JAWS to make calls. However, I can no longer receive calls because I cannot see the internet browser window icon flash when there's a call and I don't really want to leave it open all the time anyway. If people need to call me, they must leave a voicemail, and I have to pay for a voice to text service to get their message and then call back. My dream relay service would be using my Apple iPhone through the text messaging service of all cell phone providers and any kind of phone (iPhone is just what I happen to use). The relay conversation would start by me texting a number, and the system would respond with "please hold for next available operator", and would send this message every minute until the operator was available and then the operator would say something like "Welcome, this is operator ####, my name is (insert name), what number can I dial for you today? I would type the number I wanted to call, and the operator would place the call. The operator would text each time the hearing person spoke and read my messages out loud, just like they do on a TTY or IP conversation. I could use continuity on my Mac computer to type faster if I was close by it, or I could use whatever keyboard I had on my phone. This would make me mobile, and I could have relay conversations anywhere my iPhone or other phone could travel, as long as I had messaging capabilities. I would also like it if hearing people could call my number and have an automated system answer the call and say "You are calling a person who uses a relay service. You have the option of initiating a relay call by pressing 1, and an operator will send a text message to alert the person that she has a relay call. If you prefer, press 2 to make a standard phone call to this person, or press 3 if you would like more detailed explanations of how relay works" or something similar. That would prevent people from needing to call 1-800-whatever to phone relay customers. This would also make it less likely that I will have to spend money on voice to text services because I can receive calls as well as make them. I do realize that people may not wish to press 1 for relay, 2 for calling me directly, but I can't really think of another way this could work without somebody having to dial a separate number. I guess another possibility is that two numbers could be assigned to my phone, one for relay, and one for standard calls, or maybe my number could just automatically be directed to an operator and if the hearing person really wanted to place a direct call to me, they'd have to ask the operator to do it. These are some of my thoughts on the technology. I am very happy that I can make calls, but I think that times are changing so fast, but some places still use landlines and don't have email, and relay is the only way to call them. For example, I don't know any doctor's offices that confirm through email, but my dentist does, so maybe one day we won't need as much relay, but I think people who use signed languages would love to do relay through video messaging with a webcam on their phones and not have to bother with their computers. All of this is just off the top of my head, and I am sure other people will have other ideas, but I think the more ideas we have, the more we can grow as a community who want to communicate with each other. I know I do. I'd love to be able to call a Deaf person and communicate through text to somebody signing on the other end with an operator/interpreter helping us communicate. Have a wonderful day everybody, the weekend is here!
NiceColdMilk who'd better jump in the fridge before I overheat from all this typing!

I just bought a TTY to use with my iPhone. I prefer to have that option and they make ones for cell use BUT it needed a TTY adapter from Apple. Surprise! Uh oh, they can't sell me the adapter in Canada because it is doesn't meet some Canadain compatibilty law. I tried a third party that wasn't designed for TTY but it will recieve but not send. My only option was to ask a friend in the US to order me one and send it to me. REALLY CANADA?!
I am doing my best to be flexible and try options but I find for a regulated industry there really is not anyone who is very helpful or knowledgable when you are getting set up or have a problem. Accessiblity doesn't mean a whole lot if you don't understand or can not easily find the service.

I'm Deaf and I primarily use IP Relay.
I have made some comments in the "Service Reliability" thread, which really should go under here. For that I apologize, and will paste my concerns here:

• may take a long time to get a hold of an operator (have waited up to 10 minutes on a few occasions, often one or two minutes wait on average. Can be under 30 seconds on a 'good day'. I do believe the wait time is getting better compared to when IP Relay first rolled out, but it still does not compare to TTY Relay in terms of wait time.)
• linguistic quality is hit and miss -- sometimes it appears that English is not the first language of the operator, and the transcribed text makes no sense at all, with poor spelling / grammatical errors, and thus changing meanings to a conversation
• Speed of transcription -- similar to linguistic quality, as the operator may not get everything the other person is saying, and will miss or drop ideas completely to 'catch up'; and because of this, ideas of a conversation may get changed. Although we cannot reasonably expect verbatim transcription, operators should strive to get as much down as possible, but this is simply not the case with IP Relay. I have had an operator tell me the other person (native English speaker) is speaking too fast and just 'gave up'. I had to hang up and try to get another operator.

Agreed that the wait time needs to be improved. It is frustrating to go through two round of waiting period - one for the relay operator and another for a rep to come online (e.g. government, bank, etc.).
Sometimes the operator is unresponsive after making the connection. Generally I'd see an automated text typed out and stop at the end of "My name is". I'd wait several seconds (or even minutes) before the operator is finally ready to make the call for me.

Wait time for IP Relay services can be frustrating.

Sometimes the linguistic skills of the operators makes me wonder how they got that job. Sometimes it appears that English is not the first language of these operators.

I sometimes don't think the operators convey what I really want to say, and its hard to tell what frame of mind of the person I am calling. The TTY and IP relay takes out human emotions, tones, facial expressions.

Personally I am not satified with relay services. The wait time can be rediculously long, waste of time! I would not be disappointed to have it shut down. Video Relay is the most efficient way to go!

Message Relay is extermly important for ASL and LSQ thru interpeters than tty
ASL /LSQ is free to express communitcate daily
ALL Telcom keep tp contuie to spend $$$ for good
Hope that it go VRS asap

I am profoundly deaf by birth and learned ASL late in my teens. I am the only deaf family member on both sides of my family. As an eleven-year old girl, I was proud to have a TTY to communicate with everyone even through the relay services. That was prior to the new Information era starting in 1995; the technology has increased ten-fold since then. Astonishing! This evolution is made possible for an increased accessibility for the Deaf and Hard of Hearing citizens – both signers and non-signers.

The waiting time can be either long or short. This really depends on the time of the day. Sometimes I am lucky to get the relay opeator right way but sometimes I have to wait to a point that I have to hang up and try again.

Some operators are really cool by keeping me informed of their still holding for the next available represetnatives. I do get a poorly skilled operator once in a while that I try to keep my comments short and that I finish the conversation early. I have had some stories over the years but again.. i go back to the ponit of service relaiability... where is an overseeing committee to ensure the quality of services by all relay operators... are they upholding their codes of ethics?

I have never had to wait for VCO relay service on my home phone. I do find the operators vary. Sometimes they are cutting off a conversation or sending numbers instead of text. It really is variable. I am not sure if it is training or the technology is bad but I avoid using it at all costs due to the frustration factor.

I m happy with BRS which I still use once a while. I've never had to wait long to get a translater and most of the time have been very courteous and helpful. I am able to use vocie on the Serene 60DB phone I got from CHS.
I hope CRTC never cancels BRS and keeps the service going evern though the TTY I have is over 25 years old.

Likewise, an automated message appeared and stopped at the end of "My name is.." and there was a long wait before the operator reponds. While waiting patiently or sometimes anxiously, I'd imagine them chatting with other coworkers and sipping a cup of coffee, finishing their important chitchat to close first before responding to us.

For people with speech and language disabilities (SLDs) who use MRS, we have found the operators to be very professional. We would like to see this service extended more broadly to people with SLDs who have the skills and technology to use it. We are suggesting:
MRS operators get information, training or skills to facilitate communication for this population in terms of:
o Understanding the impact of different typing interfaces used by people with communication and physical disabilities for relay services (Morse code; scanning systems; word prediction etc.)
o Using different strategies to support a user who has slow or inaccurate typing due to physical access or language processing issues;
o Using communication techniques to validate and ensure accuracy and completeness of messaging from a person with SLD
o Knowing how to negotiate situations where people with SLDs might use MRS (e.g. formal calls; complex negotiations)
People with speech and language disabilities, their families and service providers get information and training about:
o MRS and the technology and skills required to use it
o How MRS might work for them (e.g. the role of a relay operator; what an operator needs to know about how you communicate; types of messages can be prepare ahead of time; handling complex negotiations using a relay service; dealing with misinterpretations etc.)

I have an expereince with IP Relay Service online. I find the waste my time with IP Relay service because I am waiting for my next turn like 2 or 3 hours before I go ahead to make a call. I have some important message to contact. That's reason I don't bother to use IP Relay Service so instead of emiail to contact them for my important contact. They need to improve the time quickly for male a call.

Thanks,

People who have speech and language disabilities have the right to access telecommunication services. At this time they experience major barriers that impact on their ability to maintain social contacts; call for help in an emergency and in many cases it impacts on their ability to live independently in the community. We want the CRTC to address this by establishing a national focus on the needs of this population in terms of the provision of reliable, affordable, accessible telephones and the extension and development of telecommunication services such as message relay services; video relay services and speech-to-speech services.

My initial response is there seems to be quite a lag from the time the automated answer pops up and the actual operator joining the conversation. This needs to be solved. Waiting and waiting for an operator to respond is no fun. You shouldn't have to do this, its almost like going Hello hello are you there?? and waiting for quite a bit before someone actually speaks and shows that they are there at the other end. This needs to be improved.

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
People not understanding their natural speech or the speech they generate from their communication device.
People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
Not being able to participate and effectively communicate in teleconferences.
Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
Increased cost of telephone services due to slow rate of communication.
Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

I started to use IP telus instead of TTY .. i find it easier cuz I can see the whole conversation and can save it in my computer. Wait time does need improvement .. average is 5 minutes .. other times I'm wondering if it got through or if i need to hang up and redial.
I do have TTY here at home and at work .. but rarely use them. Trying to think what needs improvement. Hummm.
Sometime i have operator that type too slow so I'm wondering how long the other person has to wait through relay. Most operators are good but some would wait until i finish typing then would talk to other end .. why not relay while im typing so that other person can response right away .. i like the operator to type exactly what other person is saying .. sometme operator would type what she or he thinks i should know instead of typing word by word ... i can understand that with some deaf people that ASL is not a first language but many of us know English well to understand word by word. We can always ask if we don't understand the other person.

I have used IP Relay for work. Telus IP Relay cut me off because my work computer is under Bell Aliant. Even though my iPhone is under Telus and I use that number. I was very disappointed Telus disconncted me and I reapplied few times all denied me. I had issues while i signed up under Bell Aliant, it would not connect to ip relay. Using MRS is so so. When I need to make importatnt call and there are long delays to get through MRS, it's frustrating to have to ask someone to make the call for me.
Hope there will be great improvements with IP Relay and MRS. I also look forward to using VRS!! it will be freedom at last!!!!

I have replied in the Technology section, but I will add some comment relevent to this section. I just want to add that I'm bilingual and use the IPRS in both languages (French and English).
Via TTY with BRS:
-Quality of operator is generally high, wait times are not too long for English operators but can be a bit long for French operators. Spelling mistakes happen but are not too common.
Via IPRS with Videotron
-Quality of operators is mostly low. I have the feeling the majority are inexperienced and possibly not adequately trained. Spelling mistakes are common (the more so if a french interpreter talks/types in english). Most interpreters do not make much use of the key words during conversation (GA, etc.) leaving me to wonder if I should talk (in some case they kept typing while I was answering...not very good for the conversation flow). Some conversations seem longer than they should be (I get the feeling that they wait until I type all of my text before repeating it to my callee, that has caused problems for some work-related phone calls - even might have caused the loss of a few job opportunities). Wait times vary according to time of day and language selected, however sometime we connect and the operator is not present. (As some have said previously, leaving us to wonder if they're taking their time...)
Via IPRS with Telus
-It's been a long time since I've used their service, so I couldn't accurately comment on their service.
Via IPRS with Bell
- Haven't had the chance to use their service yet, however, I find the website and interface to be troublesome, hard to access and, again, the fact that you need an account with Bell makes it much more troublesome.

Again, Thanks for listening to our comments.
VJ

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

• Are the operators relaying your conversation well enough? For example,
o are they fast enough for you to have the conversation you want?
o do they make mistakes that change the meaning of your conversation?
They may be nice people but that doesn’t make them competent operators. Their typing is bad, most of them are francophones with an uncertain grasp of English, some of them don’t even know enough (or aren’t trained enough) to use “ga” at the end of a sentence, and they still operate on the same principles of TTY conversation even when they are IPR operators, i.e., they won’t say anything to the hearing person while we are typing, and they won’t type anything to us while the hearing person is talking – they wait until the “speaker” is finished and then they try to repeat it to the other person. It is a tin-cans-with-string idea of two-way communication and it is a complete turn-off for BOTH the Deaf and the non-Deaf parties.

• Can you have the types of conversation you wish to have in your official language of choice (English or French)?
In theory, yes, but in reality English is the second language of most of the operators and it shows in their work.

• Wait times: How long do you typically wait for a call to be answered for:
o A TTY relay call?
Don’t use it. It is antique technology!

o An IP relay call?
Too long! Some times I have waited all morning for an answer! Other times I am connected quickly and told “Hello thank you for using Bell Canada IP Relay my name is...” and then we are left waiting more than a minute for an actual operator to come online and finish with: “… Marcus ga”. (I seem to get "Marcus" a lot on Bell IRP.)

o Think of a time when you used either TTY relay or IP relay to make a 911 call. What was your service experience?
Have not had that experience yet.

The operators are not fast enough for someone who uses VCO in a position who makes executive decisions and need to come across as an intelligent and trustworthy person. IP could be significantly congruent and similar to real time (aka having a normal paced conversation as 96% of our hearing counterparts). But the operators will not let me control the pace of the conversation. Whether or not the relay operator is able to keep up isn't a priority. My priority is to maintain a conversation with the other person on the line in a manner that is effective for me. I see the operator as the facilitator even though they may think they are not doing the job because they can't type fast enough. But that's okay because I realize that it's hard and I don't have a problem with them not keeping up. I just would like the flexibility to have a conversation that allows me to do my job effectively. The more control they try to place on me by saying that I can't continue with my talking until they type every word the other person says is not feasible, I don't expect the operator to understand the complex jargon we us on the telephone as they probably didn't complete a masters degree or PhD in English or any fields that some of us have. I would like to see the 'rules' eased around that issue as that is a significant barrier.

It is rare that I use the relay service and am happy with the operator working with me.
Conversations are very slow.
Grammatical errors abound on my end. Often I struggle to understand what the operator has typed to me. Often it is clear that the operator has English as a second language given the style (eg tenses are weird). I've heard from people I call, who tell me that sometimes the operators have very strong accents and the person I am calling is also struggling to understand things on their end.
I have emailed complaints about the quality of the transcription to my IP relay provider in the past.
Typically, wait times are at least 3-5 minutes from the time I punch in the number to the time the call is actually initiated. It is not unusual to wait 10-15 minutes to get your call dialed; and there are times when I just give up in frustration. I don't know if they're short staffed on those particular days or people are on their lunch breaks or what happens. But absolutely, there are times when I just give up on waiting. And wait for another day to make my call or just don't call at all.
I have never called 911. I have 0 confidence that a 911 call over relay would go well. I will text someone or post on facebook and ask that someone else call for me.

I find that the operators are quite professional and relay exactly what you want to say even if may not be the best thing to say. wait times are pretty much hit or miss.. either you get online right away or you wait 10-20 minutes for an operator to come online. its just a fact of IP Relay that ive learned to accept. im not happy with it but its better than nothing...

since the likely hood of wait times is expected to be double that of a normal call, its especially burdensome if you havw children. On the other hand, it helps that you can do other things while awaiting a response.

• Are the operators relaying your conversation well enough? For example,
o are they fast enough for you to have the conversation you want?

• Yes they are but in VCO sometimes Blip way too fast and I miss words.

o do they make mistakes that change the meaning of your conversation?

• Sometimes but with repetition in explanation they correct themselves.

• Can you have the types of conversation you wish to have in your official language of choice (English or French)?

• For VCO, I’ve not been able to have connection to a translator for Chinese or Tagalong or Japanese or Hindi or Punjabi or Farsi or whatever language I prefer to be translated into English or English to Translator in the caller's spoken language for both personal and business purposes. How can this be accomplished in 3 or 4 way IP Relay VCO? Right now, we are only limited to English and French.

• Wait times: How long do you typically wait for a call to be answered for:

• A TTY relay call? 30 sec to 10 minutes sometimes have to wait for 1 or 2 hours to call out again.
• An IP relay call? 30 sec to 10 minutes

Think of a time when you used either TTY relay or IP relay to make a 911 call. What was your service experience? N/A

People who have speech and language disabilities rely on properly trained operators when accessing telecommunication services. Calling for help in an emergency is an important part of their ability to live independently in the community. As a speech-language pathologist I want the CRTC to address this by investing in training for operators so that communication can happen in the smoothest way possible.

Overview, I am happy to use the relay service. I have seen some issues.
For the TTY, I had to wait for a while like between 2 to 5 minutes before the operator answer the call. I am sorry that I didn't count how many rings.
I have already explained similar issue in technology part about the 911 information required by one of the providers in the public location where they may have caller ID block or whatever. Since, I am not familiar to provide the specific address of the location rather than know the common sense as landmark. They are required to have those information before we make the call otherwise it will not go though.
Sometime, depend on operators, they were required us to provide all the information as reason of calling before connect to other end. They wanted us to provide the information if there is no answer on the other end.
On the IP Relay, not every operators are aware of the standard rule that we always follow for many years along with TTY. The most common one are GA (Go Ahead) or SK (Stop Keying). I had been told by some of the operators that they are not required to enter that. How we are supposed to know if it is our turn or their turn if they don’t put. I felt that IP Relay have own different rules than TTY that I am not aware of. I thought all providers on the IP- Relay and TTY should have same common rule that everyone follow. I don’t expect the rule shouldn’t be different at all. I have tried to correct or remind the operators with the standard rule, but they have ignored it. I have kept asking some of them it is GA or not.
IP-Relay had some delay before connect the call (between 1 to 7 minutes), depend of the time of calling), but they may have answer with pre-script like, “Welcome to “PROVIDER” IP Relay Service. This is operator number XXX my name is” right away, but had to wait more than three minutes for the operator type their name at the end.
Both IP Relay and TTY, the operators do not provide enough expression to tell us if that person laughing or crying or angry or singing to help us to understand their tone or mood. Without giving expression, it makes us feel boring and that have one tone all the time.
On the TTY, sometime when I call relay service and they will answer my call in English and French, but when I asked them to make a call for me in English, but they responded to me in French. I have kept asking them in the middle to type in English otherwise they will type everything in French. They corrected after to type english after I asked for it. (Even on making english calls.)

People who have communication disabilities, not caused by hearing loss can experience significant communication barriers when using telecommunications. Some of these barriers include:
• People not understanding their natural speech or the speech they generate from their communication device.
• People hanging-up on them because they think their unclear speech is due to being drunk or that their device is an automated sales call.
• Not being able to physically access a telephone from a wheelchair or bed which may impact on one’s ability to safely live in the community or use personal support services.
• People not accepting assistance from a communication interpreter that they authorize to assist them communicating on the telephone and /or people assuming their assistant has power of attorney to make decision for them in critical communication situations.
• Not being able to use automated prompts (numbers to navigate the phone system) due to physical disabilities.
• Not being able to participate and effectively communicate in teleconferences.
• Not knowing about message relay services that are typically marketed to people who are Deaf or have a hearing loss.
• Not being able to effectively use message relay services because operators are not trained in facilitating people who have unclear speech or who use AAC.
• Increased cost of telephone services due to slow rate of communication.
• Businesses and organizations not accepting ways other than the telephone to access services (e.g. text, email, or assistance).

Are the operators relaying your conversation well enough? For example,
are they fast enough for you to have the conversation you want?
IPRelay is the worst.. When I tried to call IP Relay and ask them to call, they do not answer for like 2-3 min and I do not know if they are ringing or not. Evertime I have to ask the operator, is ringing or you are dailing or putting me on hold? Also when they answer, I do not know if is a male or female voice. There is no information on that who is on the line, not even the name. It is frustrating. Also it has no tone. It is very flat and difficult to understand the thrid party voice both in TTY and IPRelay.

do they make mistakes that change the meaning of your conversation?
Very short and they do not explain the whole thing. For example, I tell them to call the restaurant for booking. The operator wants to know the dates, timing and number of people. I tell them, call first and I will give to the person who answer and this part is very frustrating like they take control first. Often, it leads to mistake and wrong name and timing. Same thing with doctors appointments.
Can you have the types of conversation you wish to have in your official language of choice (English or French)?
Yes, That is no problem for me. I only use Egnlish

Wait times: How long do you typically wait for a call to be answered for:
A TTY relay call? - 2-3 min
An IP relay call? 3-5 min

Think of a time when you used either TTY relay or IP relay to make a 911 call. What was your service experience?
TTY and IPrelay are not really very quick for 911 emegrency. Sign language it is the fastest way of communication than text because it will lead to lot of misunderstood and too or too late to transfer the details.

*I do not apperecatied with Ip Relay services because I had waiting time for 2 hours 30 minutes then went switch other oper, I lost connection with start over again to call placement then waiting time for 2 hours 30 minutes for call placed but went off switch oper, over again over gain... Overall I lost time 4th time. I am not able to reach the agency for Air Miles company because 4th time lost waiting time with ip relay services. Ip ready services should stay on line until agnecy answer the phone instead discounted lline and all over again to call.. That wasting my time. Not happy with Ip Relay Services! (Shaw Ip Relay services)
*Have bad experiencew with Ip Relay services oper who very extremelly RUDE to me and hang up on me. I did made report to manager but manger take their sides.. I wish I could save coversation but ip relay services oper did erease my coverstation and gone!
*I had been waiting time for over 1 hour to answer by ip relay services. Totaly unacceptable.
*Poor Service Ip Relay services big time.. I am Sorry I have to say it. I prefer with video phone and more faster effiecent smooth live time than ip relay services reason not knowledge about Deaf Culture and language.