Minnesota Relay Complaints

Minnesota Relay strives to provide the best services available and we appreciate feedback about your experience with using our relay services.

Complaints and Commendations

What is Considered a Complaint

A complaint is anything that violates the federal Telecommunications Relay Services regulations. Examples include:

• My relay call was disconnected.
• There were too many errors on my relay call (typing errors on TTY or CapTel calls).
• The communications assistant didn’t follow my call set-up instructions.
• The communications assistant typed too slowly (CAs are required to type at least 60 wpm).
• The call flow was disrupted when the relay changed communications assistants five minutes into the call (CAs are required to stay with the call for a minimum of 10 minutes; STS CAs must stay with the call for a minimum of 20 minutes).

Information Needed When Filing a Complaint or Commendation

If possible, please have the following information available when filing a complaint or commendation regarding Minnesota Relay:

• Date and time of the relay call
• Calling from and calling to telephone numbers
• Communications Assistant ID Number
• Nature of the complaint, commendation, or concern

The Federal Communications Commission requires that each state file an annual report regarding relay service complaints. All complaints are documented, including how and when the complaint was reported and resolved.

Complaints Regarding Internet-Based Relay Services

Internet-based relay services, such as VRS, IP Relay, WebCapTel, IP Captioned Telephone Services, and so forth are overseen by the Federal Communications Commission. The Department of Commerce does not have legal authority over these services.

If you have a complaint regarding an Internet-based relay service, please contact the relay provider that handled your call (e.g., Sorenson VRS, ZVRS, Convo, Purple, CaptionCall, ClearCaptions, InnoCaption, Olelo, CaptionMate, T-Mobile IP Relay, Hamilton IP CapTel, etc.).

You may also contact the Federal Communications Commission with your Internet-based Relay service complaint.

Suspected Fraudulent Business Transactions Via Relay

People without disabilities who are posing as deaf or hard of hearing consumers are misusing IP Relay to perpetrate fraud, often by using stolen or fake credit cards.

Don't Hang Up on Relay Calls

The Federal Communications Commission (FCC) reminds businesses that if they accept calls, receive orders, or do business by phone with the public, the Americans with Disabilities Act requires them to accept calls, receive orders, and do business by phone with members of the public who are deaf, hard of hearing, or who have a speech disability and use relay services.

What You Can Do

Merchants that accept orders made by telephone for goods or services should take steps to ensure that, for any order placed by phone, the payment method or credit card is valid and the purchaser is authorized to use the credit card.

If you are concerned about fraudulent business transactions through relay services, please view the FCC’s Guide on Internet Protocol Relay Fraud for steps that you can take to protect your business.

By working together, the FCC, law enforcement, informed businesses, and relay providers can combat fraud and ensure that people who are deaf, hard of hearing, or who have a speech disability have equal access to the products and services any business has to offer.

For Assistance with Suspected Fraud

If you believe that you have been a victim of fraud or attempted fraud, you can:

• Report it to the FTC at www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357).
• Notify state law enforcement agencies.
• File complaints on suspected internet crimes with the FBI at www.ic3.gov/.