Here are things you should know as a VRS user:

  • Video Relay Service (VRS) providers must offer VRS 24 hours a day, seven days a week.
  • VRS providers must provide users with a ten-digit number so they are able to make 911 calls and ensure their location information is routed to the appropriate emergency service professionals. Users are encouraged to update their address in their profile to keep it current and accurate for 911 calls. 
  • VRS providers must answer 80 percent of all VRS calls within 120 seconds. 
  • Preferential treatment of calls is prohibited. Both VRS and Telecommunications Relay Service (TRS) providers must handle calls in the order in which they are received. Calls may not be prioritized or selected based on the consumers or calling locations.
  • Unlike with some of the other forms of TRS, the VRS interpreters may not be able to handle some call services, such as operator-assisted calls and 900 (pay-per-call) calls.
  • Each VRS phone number must have one default provider; but users may have more than one phone number and may select a different default provider for each number. Regardless of the default provider, users can choose any VRS provider when making a VRS call.
  • Accepting VRS equipment from one provider does not prohibit you from using another VRS provider on other equipment you may have.
  • Equipment distributed by a certified VRS provider must be interoperable with the technology of other certified VRS providers.
  • VRS and TRS providers may not offer you financial incentives to use their service or to make more or longer VRS or TRS calls.
  • VRS is not the same as video remote interpreting (VRI) that uses an interpreter located at a remote location through a video connection when two people are together and they need an interpreter. VRS may not be used in such circumstances. VRS is a type of telephone call.

Need to file a complaint?

If you believe that a VRS provider has not been following the FCC rules, you have the right to file a complaint.

To file a complaint, visit the FCC's Disability Rights Office at https://www.fcc.gov/DROor contact the FCC's Disability Rights Office:

  • Videophone: 844-432-2275
  • Voice: 1-888-CALL-FCC or 1-888-225-5322
  • TTY: 1-888-TELL-FCC or 1-888-835-5322
  • Email: DRO@FCC.gov

Or write to:

Federal Communications Commission
Consumer and Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, S.W.
Washington, DC 20554

I want to learn more.

For more information about TRS, VRS, or IP Relay, or to learn more about FCC programs promoting access to telecommunications services for people with disabilities, visit the FCC's Disability Rights Office website at www.fcc.gov/disability.

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