From AAPD (4.14.11):
New Rules will help Eliminate Abuse in Video Relay Services
By Jenifer Simpson, Government Affairs, AAPD
On April 6 2011, in a slew of orders issued by the Federal Communications Commission, one Order focused on comprehensive reform of the rules for video relay services. The Order will eliminate much of the waste, fraud and abuse that has plagued this valuable form of relay service used extensively by people who are deaf and hard-of-hearing and who are sign language users. The new regulations rein in what video relay services providers can, or cannot, do and give the FCC more oversight. Incidentally, the new rules give us some window on what the abuses were about. Highlights of the new rules include:
- Requiring VRS providers to submit a statement describing the location and staffing of their call centers twice a year and a 30-day notification of any changes;
- Prohibiting VRS Communications Assistants from relaying calls from their homes;
- Prohibiting VRS providers from tying minutes or calls processed by a Communications Assistant to compensation provided;
- Prohibiting compensation for VRS calls that originate from outside the U.S. (unless the caller has pre-registered);
- Prohibits compensation for VRS calls for remote training when the service provider is involved in any way with such training (e.g., sponsor promotes or hosts such trainings);
- Limiting use of “privacy screens” unless the call is to 9-1-1 services.
- Requiring automated recordkeeping of relay services minutes submitted for reimbursement;
- Requiring VRS be offered to the public in the name of the provider eligible for compensation from the Fund and transparency when using sub or alternate brand names;
- Prohibiting compensation on a per-minute basis for marketing and outreach costs performed through a subcontractor where such services utilize VRS;
- Adopting whistleblower protection rules for current and former employees and contractors of TRS providers.
This FCC Order also seeks comment on new certification processes devised by the FCC and whether they should make audit visits. Previously, the telecommunications relay services ecosystem was rocked by revelations in 2009 about abuse of the Interstate Telecommunications Relay Services fund with allegations about some providers of video relay services bilking the fund. The Fund is contributed into by all phone companies providing interstate phone services who pass the charge along to all phone subscribers. Millions of people with speech disabilities and with hearing disabilities use and receive calls from non-disabled people via telecommunications relay services (TRS) every day. A nation-wide system of TRS was mandated as a result of passage of the ADA in 1990.
See DOJ 2009 announcement on the fraud, at http://www.justice.gov/opa/pr/2009/November/09-crm-1258.html
For more on what is Video relay Service (VRS), see http://www.fcc.gov/cgb/consumerfacts/videorelay.html
See new FCC Order at http://www.fcc.gov/Daily_Releases/Daily_Business/2011/db0406/FCC-11-54A1.pdf
For more about TRS generally, see http://www.fcc.gov/cgb/consumerfacts/trs.html
Comment Below: Do you think that these new rules will be effective? Are there ways to reduce VRS abuse?
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