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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

Please have the following information available when filing a commendation or complaint regarding Minnesota Relay:

  • Communications Assistant (CA) ID Number
  • Date of the relay call
  • Time of the relay call
  • Nature of commendation, complaint, or concern

The Federal Communications Commission (FCC) 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.

What is Considered a Complaint

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

  • The CA typed too slowly (CAs are required to type at least 60 wpm).
  • The call flow was disrupted when the relay changed CAs 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).
  • I wasn’t able to use my preferred long distance carrier for relay calls (the requirement is that relay users have access to their chosen interexchange carrier).
  • The CA didn’t follow my call set-up instructions.
  • My relay call was disconnected.
  • There were too many errors on my relay call (typing errors on TTY or CapTel calls).

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 (FCC). 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, CaptionCall, ZVRS, Purple VRS, ClearCaptions, Sprint, Hamilton, etc.).

You may also contact the FCC 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.

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 particular credit card.

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 (ADA) 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.

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.

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.

If you have been a victim of fraud or attempted fraud, you can report it directly to the Federal Trade Commission (FTC) at www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357). You can also report such activities to state law enforcement agencies. Further, you can file complaints and information regarding Internet crimes with the Federal Bureau of Investigation (FBI).

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