Policies and Customer Education

Buzz Broadband PHONE and 911 Policy:

This policy applies to Phone, Internet and related services (“Services”) delivered by Buzz Broadband (“Buzz Broadband”), a subsidiary of Covington Electric Cooperative.

The services that you receive from Buzz Broadband are subject to the terms of our PHONE and 911 Policy and any Addendums. As a subscriber to Buzz Broadband services you agree to comply with all terms contained in this agreement. These agreements are available online under “Legal Notices” at www.buzzbroadband.com.

• EMERGENCY 911 DIALING:

EMERGENCY 911 DIALING LIMITATIONS

1. • 911 dialing will NOT work properly if you fail to register or update your 911 service with the correct location.
   • 911 dialing will NOT work if there is an electrical outage or a broadband access outage.
   • 911 dialing will NOT work if your service is suspended, disconnected, or terminated.
   • You agree to hold Buzz Broadband harmless for any problems, failures, or misrouting of 911 emergency services.

Emergency 911 Access:

Our Buzz Broadband Voice (VoIP) phone service is electrically powered, and phone service, including access to emergency 9-1-1 and home security services, may not operate in the event of an electrical power outage.

Buzz Broadband equipment can be powered by an optional battery (customer owned), which may enable back-up service for a limited period. This battery backup may be purchased from Buzz Broadband. If your local Buzz Broadband system loses power or experiences other service issues, Buzz Broadband phone service may not be available.

Important 911 Notice: You may not move your equipment to a new address. If you do so, Enhanced 9-1-1 services will not operate properly as emergency operators will be unable to

accurately identify your location in an emergency. If you would like to establish service at a new address, you must call Buzz Broadband.

No Tampering with or Relocation of Equipment

You will not service, alter, modify, or tamper with Buzz Broadband Equipment or with the Services, or permit any other person not expressly authorized by Buzz Broadband to do so. You agree that the equipment and the Phone Services will only be used at your service address appearing in our records. You understand and acknowledge that if you attempt to install or use such equipment or the Phone Services at another location, the Services, including but not limited to 911/E911, may fail to function or may function improperly. If you move the equipment or Services to another location without notifying Buzz Broadband you do so in violation of this Agreement and at YOUR OWN RISK.

Limitations of 911/E911 Dialing Limitations

The Services includes the ability to place calls to emergency dispatch operators by dialing “911” (“911/E911”) that may differ from 911/E911 functions furnished by traditional telephone service providers. As such, the 911/E911 Services may have certain limitations. CAREFULLY READ THE INFORMATION BELOW. YOU ACKNOWLEDGE AND ACCEPT ANY LIMITATIONS ON 911/E911. YOU AGREE TO CONVEY THESE LIMITATIONS TO ALL PERSONS WHO MAY HAVE OCCASION TO PLACE CALLS OVER THE SERVICES. If

you have any questions about 911/E911, call Buzz Broadband customer service at (833) 399- 2899 .

Correct Address

In order for your 911/E911 calls to be properly directed to emergency services, Buzz Broadband must have your correct service address. If you move the Services to a different address without Buzz Broadband’ approval, 911/E911 calls may be directed to the wrong emergency authority, may transmit the wrong address, or the Services (including 911/E911) may fail altogether.

Therefore, you must call Buzz Broadband customer service at (833) 399-2899 at least 10 days before you move the Services to a new address. All changes in service address require Buzz Broadband’ prior approval. YOU UNDERSTAND AND ACKNOWLEDGE THAT BUZZ BROADBAND WILL NEED SEVERAL BUSINESS DAYS TO UPDATE YOUR SERVICE ADDRESS IN THE E911 SYSTEM SO THAT YOUR 911/E911 CALLS CAN BE PROPERLY DIRECTED.

Network Congestion or Failures

Calls, including calls to 911/E911, may not be completed if there is a problem with network facilities, including network congestion, network or network equipment failure, or another technical problem. Similar congestion and failures can occur with traditional phone service.

Service Interruptions Caused by Power Failures

Buzz Broadband uses the electrical power from your service location. YOU UNDERSTAND AND ACKNOWLEDGE THAT YOU MAY LOSE ACCESS TO AND USE OF THE SERVICES, INCLUDING 911/E911, UNDER CERTAIN CIRCUMSTANCES, INCLUDING BUT NOT LIMITED TO THE FOLLOWING: (i) IF OUR NETWORK OR FACILITIES ARE NOT OPERATING; (ii) IF ELECTRICAL POWER TO THE EQUIPMENT IS INTERRUPTED AND SUCH DEVICES ARE NOT SUPPORTED BY A WORKING BATTERY BACKUP.

You understand and acknowledge that your equipment may not have battery backup or another power source of its own.

Buzz Broadband will make battery backups available to Buzz Broadband phone customers for purchase. These backups will be owned and maintained by the subscriber. The subscriber acknowledges they are solely responsible to insure the battery backups are properly installed, maintained, tested, and repaired as needed.

Limitation on Liability

YOU ACKNOWLEDGE AND AGREE THAT THE BUZZ BROADBAND PARTIES AND THEIR SERVICE PROVIDERS WILL NOT BE LIABLE FOR ANY SERVICE OUTAGE, INABILITY TO DIAL 911 USING THE SERVICES, OR INABILITY TO ACCESS EMERGENCY SERVICE PERSONNEL. YOU AGREE TO DEFEND, INDEMNIFY, AND HOLD HARMLESS THE BUZZ BROADBAND PARTIES AND THEIR SERVICE PROVIDERS, FROM ANY AND ALL CLAIMS, LOSSES, DAMAGES,

FINES, PENALTIES, COSTS, AND EXPENSES (INCLUDING BUT NOT LIMITED TO REASONABLE ATTORNEY FEES) BY, OR ON BEHALF OF, YOU OR ANY THIRD PARTY OR USER OF THE SERVICES RELATING TO THE FAILURE OR OUTAGE OF THE SERVICES, INCLUDING THOSE RELATED TO 911/E911 SERVICES PROVIDED TO YOU IN CONNECTION WITH THE SERVICES.

• ROBOCALL MITIGATION PROHIBITIVE ACTIVITES TERMS and CONDITIONS:

The Company’s Robocall Mitigation Plan requires the Company to comply with Federal law and regulations. Users of our services will be required to timely cooperate with any investigations, including Call Trace Back investigations, into suspected illegal uses of Company services. We will specifically prohibit the following activities which may be complicit in illegal calling schemes:

• continuous or extensive chat line or conference call participation,

▪ use of free conference calling or similar services that Company in its sole discretion deems to participate in traffic stimulation practices or schemes that result in excessive charges;

• use of an open telephone line as a monitoring, intercom or similar service;
• repetitive and/or continuous messaging or calling to the same destination or number if such activity could reasonably be expected to or in fact does provoke complaints;
• long duration calls (defined as calls to the same number in excess of four continuous or cumulative hours within a 24 hour period) and/or calls placed to specific numbers / destinations for the purpose of generating charges or fees for or with a third party;
• use of call Services which do not consist of uninterrupted live human voice dialog by and between natural human beings;
• restricting or inhibiting any other User or any other person from using and enjoying the Services and/or the Internet;
• engaging in any of the foregoing activities by using the services of another provider or third party and channeling such activities through an account provided by Company, or otherwise involving the Services or any Company account in any way with or without another provider or third party for the purpose of facilitating the foregoing activities; or
• utilizing robocalling, autodialing, predictive-dialing or other software or technologies for illegal means.

• NATIONAL DO NOT CALL LIST:

National Do Not Call List:

If you would like to add or remove your number from the National Do Not Call List, you may do so by calling 1-888-382-1222 or online at www.donotcall.gov.

Buzz Broadband reserves the right to modify this Buzz Broadband Phone and 911 Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective: 08/01/2021

THE FOLLOWING ANNUAL NOTICE IS FOR INFORMATIONAL PURPOSES ONLY. NO ACTION IS REQUIRED.

ANNUAL PRIVACY AND CPNI NOTICE

Effective as of January 1, 2024

In keeping with our commitment to be your most trusted provider of voice communications and broadband services, herein referred to as “Services”, we are reminding you of how we protect your Customer Proprietary Network Information (“CPNI”) and how we may collect, use, and share your Personally Identifiable Information (“PII”) in connection with our Services. We are giving you clear, prior notice of how your data will be protected, used, and shared.

We encourage you to read legal information on our website (https://buzzbroadband.com/legal-information) and contact us should you have any questions or concerns.

Information We Collect and Use

Generally, we collect and use your PII to provide the Services you subscriber to and to render invoices. We collect PII, such as subscriber name, service and mailing addresses, telephone numbers, social security number, driver’s license number, email address, billing and payment records, subscriber credit information, or other information to identify, contact, or locate you. We may also collect demographic and usage information about you and other subscribers as a group to respond to industry regulatory compliance reporting and filing requirements.

Internet Services Like most Internet service providers, we automatically collect and store Internet Protocol (IP) addresses (an identifier given to your connection while online), the volume of and types of data transmitted and received through your service, device types used, Internet connection performance, modem, gateway, and other device MAC addresses, and connection dates and times. We may also collect and store other usage statistics, such as the volume of data transmitted by certain protocols, devices, and services, to help us understand how our network is used, to provide users insight into your household Internet usage, and to improve the Services we offer. We monitor our network and collect telemetry and other data to measure the quality of our Internet service, and to help us troubleshoot and diagnose service issues. We also monitor our network for security, malware, and fraud prevention purposes.

We don’t share the contents of your online communications unless required by law or legal process. We may retain and provide such communications to others if we are legally required or compelled to do so.

Internet DNS Privacy

The Domain Name System is an integral part of the internet, providing a way to link host names to specific IP addresses. The DNS platform is optimized and configured to help you get the best possible experience from your Internet service. We do not retain the contents of lookups, or “queries”, made to the platform. We do not share DNS data with any third-party except in limited instances where anonymized or aggregated data is necessary for cybersecurity, DNS analytics, reporting, and research purposes. Following aggregation, the retained or transferred data does not contain any personally identifiable information or data that we believe could be combined or correlated to identify a user or their behavior. We do not use customer DNS query information to facilitate advertising, either internally or via third- party advertisers.

Telephone Services

In procuring telephone services, we collect usage information, including calls made and received and their duration. We treat this information as private and access and/or disclosure is only made in compliance with Federal CPNI Regulations. We monitor and record calls with our customer care agents for quality, training, and analytics purposes. For more information on how we treat customer proprietary network information, see the Customer Proprietary Network Information Policy posted to our website at (https://buzzbroadband.com/legal-information).

Communicating with You

We may communicate with you online, including in browser notifications, concerning maintenance, security, and fraud prevention issues, as well as information from us that you may be interested in. If you prefer, you may opt- out of marketing emails to a specific address by notifying us in response to the email you receive, through the “unsubscribe” link found at the bottom of the email. We may send communications through text messages to the extent you have opted in or as permitted by law.

Special Exceptions

We reserve the right to disclose identifying information or data if we have a good faith belief it is necessary to: (1) comply with the law or legal process; (2) protect our network, rights, or property or those of others; (3) respond to fraud,

abuse, or unauthorized reception or access; (4) enforce our Policies; or (5) act in an emergency to protect your safety or that of another person.

Information We Must Disclose for Legal Purposes

We routinely receive legal requests in the form of a warrant or subpoena for customer information from government and law enforcement personnel. We also receive discovery requests in civil cases. We cooperate by providing the information required by law or as compelled by legal processes.

Child Pornography

We work closely with the National Center for Missing and Exploited Children and other groups to eliminate child pornography on the Internet. The law requires us to report any evidence of apparent child pornography, and we may share your protected Services data in connection therewith.

Third-Party Security Precautions

Our Subscription Services may include or link to third-party websites, apps, ads, locations, platforms, code (e.g., plug-ins, application programming interfaces (“APIs”), and software development kits (“SDKs”), or other services (“Third-Party Service(s)”). These Third-Party Services may use their own cookies, web beacons, and other tracking technology to independently collect information about you and may solicit all manner of data from you.

Third-Party Services include third-party content provider apps and links that enable you to access third-party services via our subscription services (“Content Services”). When you access those Third-Party Services in this manner, you are interacting directly with the Third-Party Service even if you have not closed out of our Subscription Services. These third-party data collections are not to be considered a disclosure by Buzz Broadband and when you use Third-Party Services, including Social Features, Content Services and Third-Party Networks, we are merely facilitating your access to those services, and you are subject to the data collection and use practices and privacy policies of the Third-Party Services and we are not responsible for their data practices. We encourage you to familiarize yourself with and consult their privacy policies and terms of use.

Taking Proper Security Precautions

Our Subscription Services are intended for use by a general audience and account holders must be of the age of majority or emancipated minors. We do not intend to or knowingly collect personal information (as the term is defined by the Children’s Online Privacy Protection Act (“COPPA”) from children

under the age of 13. If you believe your child may have provided us with their personal information, you can contact us, and we will delete their personal information to the extent required by COPPA.

FCC Do Not Call List

The national Do Not Call list protects home voice or personal wireless phone numbers. You can register your numbers on the national Do Not Call list by phone or on the Internet at no cost.

• To register via the Internet, go to https://www.donotcall.gov/index.html
• To register by phone, call 1-888-382-1222 (voice) or 1-866-290-4236 (TTY). You must call from the phone number you wish to register.

Media Contact:

Office of Media Relations MediaRelations@fcc.gov

For Immediate Release

FCC CREATES VOLUNTARY CYBERSECURITY LABELING PROGRAM FOR SMART PRODUCTS

‘U.S. Cyber Trust Mark’ Program Will Help Consumers Make Informed Purchasing Decisions and Encourage Manufacturers to Meet Higher Cybersecurity Standards

WASHINGTON, March 14, 2024— The Federal Communications Commission today voted to create a voluntary cybersecurity labeling program for wireless consumer Internet of Things (“IoT”) products. Under the program, qualifying consumer smart products that meet robust cybersecurity standards will bear a label—including a new “U.S Cyber Trust Mark”—that will help consumers make informed purchasing decisions, differentiate trustworthy products in the marketplace, and create incentives for manufacturers to meet higher cybersecurity standards.

With today’s action, the Commission has adopted the rules and framework for the program to move forward. Among program highlights:

• The U.S. Cyber Trust Mark logo will initially appear on wireless consumer IoT products that meet the program’s cybersecurity standards.
• The logo will be accompanied by a QR code that consumers can scan for easy-to- understand details about the security of the product, such as the support period for the product and whether software patches and security updates are automatic.
• The voluntary program will rely on public-private collaboration, with the FCC providing oversight and approved third-party label administrators managing activities such as evaluating product applications, authorizing use of the label, and consumer education.
• Compliance testing will be handled by accredited labs.
• Examples of eligible products may include home security cameras, voice-activated shopping devices, internet-connected appliances, fitness trackers, garage door openers, and baby monitors.

The Commission is also seeking public comment on additional potential disclosure requirements, including whether software or firmware for a product is developed or deployed by a company located in a country that presents national security concerns and whether customer data collected by the product will be sent to servers located in such a country.

There are a wide range of consumer IoT products on the market that communicate over wireless networks. These products are made up of various devices, and are based on many technologies, each of which presents its own set of security challenges. Last August, the Commission proposed and sought comment on developing the voluntary cybersecurity labeling program for IoT. The rules adopted today are based on that record.

According to one third party estimate, there were more than 1.5 billion attacks against IoT devices in the first six months of 2021 alone. Others estimate that there will be more than 25 billion

connected IoT devices in operation by 2030. The cybersecurity labeling program builds on the significant public and private sector work already underway on IoT cybersecurity and labeling, emphasizing the importance of continued partnership so that consumers can enjoy the benefits of this technology with greater confidence and trust.

Action by the Commission March 14, 2024 by Report and Order (FCC 24-26). Chairwoman Rosenworcel, Commissioners Carr, Starks, Simington, and Gomez approving. Chairwoman Rosenworcel, Commissioners Starks, Simington, and Gomez issuing separate statements.

PS Docket No. 23-239

Media Relations: (202) 418-0500 / ASL: (844) 432-2275 / Twitter: @FCC / www.fcc.gov

This is an unofficial announcement of Commission action. Release of the full text of a Commission order constitutes official action.

See MCI v. FCC, 515 F.2d 385 (D.C. Cir. 1974).

THE FOLLOWING ANNUAL NOTICE IS FOR INFORMATIONAL PURPOSES ONLY. NO ACTION IS REQUIRED.

ANNUAL PRIVACY AND CPNI NOTICE
Effective as of January 1, 2024

In keeping with our commitment to be your most trusted provider of voice communications and broadband services, herein referred to as “Services”, we are reminding you of how we protect your Customer Proprietary Network Information (“CPNI”) and how we may collect, use, and share your Personally Identifiable Information (“PII”) in connection with our Services. We are giving you clear, prior notice of how your data will be protected, used, and shared.

Information We Collect and Use
Generally, we collect and use your PII to provide the Services you subscriber to and to render invoices. We collect PII, such as subscriber name, service and mailing addresses, telephone numbers, social security number, driver’s license number, email address, billing and payment records, subscriber credit information, or other information to identify, contact, or locate you. We may also collect demographic and usage information about you and other subscribers as a group to respond to industry regulatory compliance reporting and filing requirements.

Internet Services Like most Internet service providers, we automatically collect and store Internet Protocol (IP) addresses (an identifier given to your connection while online), the volume of and types of data transmitted and received through your service, device types used, Internet connection performance, modem, gateway, and other device MAC addresses, and connection dates and times. We may also collect and store other usage statistics, such as the volume of data transmitted by certain protocols, devices, and services, to help us understand how our network is used, to provide users insight into your household Internet usage, and to improve the Services we offer. We monitor our network and collect telemetry and other data to measure the quality of our Internet service, and to help us troubleshoot and diagnose service issues. We also monitor our network for security, malware, and fraud prevention purposes.

We don’t share the contents of your online communications unless required by law or legal process. We may retain and provide such communications to others if we are legally required or compelled to do so.

Internet DNS Privacy
The Domain Name System is an integral part of the internet, providing a way to link host names to specific IP addresses. The DNS platform is optimized and configured to help you get the best possible experience from your Internet service. We do not retain the contents of lookups, or “queries”, made to the platform. We do not share DNS data with any third-party except in limited instances where anonymized or aggregated data is necessary for cybersecurity, DNS analytics, reporting, and research purposes. Following aggregation, the retained or transferred data does not contain any personally identifiable information or data that we believe could be combined or correlated to identify a user or their behavior. We do not use customer DNS query information to facilitate advertising, either internally or via third- party advertisers.

Telephone Services
In procuring telephone services, we collect usage information, including calls made and received and their duration. We treat this information as private and access and/or disclosure is only made in compliance with Federal CPNI Regulations. We monitor and record calls with our customer care agents for quality, training, and analytics purposes.

Telecommunications Relay Services permit persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities.

To make using TRS as simple as possible, you can dial 711 to be automatically connected to a TRS operator. It’s fast, functional and free. Dialing 711, both voice and TRS users can initiate a call from any telephone, anywhere in the United States, without having to remember and dial a 10-digit access number.

Dial 711 Using Private Branch Exchanges and VoIP

FCC rules require all telephone companies that operate private branch exchanges (PBXs) – a private telephone system within an organization – to implement 3-digit 711 dialing for access to TRS. This includes wireline, wireless and payphone providers. PBX operators are required to modify their equipment to enable 711 dialing to ensure everyone has easy access to TRS.

Callers from locations served by PBXs may be required to dial 9 or another prefix before entering the 711 code or placing an outside call.

Providers of interconnected Voice over Internet Protocol (VoIP) service also must offer 711 dialing
service.

911 Calls

The Americans with Disabilities Act requires that people with disabilities who use TTYs or other devices have direct, equal access to emergency response services. In the event of an emergency, TTY users should call 911 directly and not make a TRS call via 711.

Video & Internet-based relay services

711 dialing access does not work for Video Relay Service (VRS), Internet Protocol Relay (IP Relay) or IP Captioned Telephone Service (IP CTS) calls, because such calls are initiated through the Internet. Hearing persons initiating a VRS, IP Relay, or IP CTS call should call their party directly, and a communications assistant will be automatically connected to the call.

More Information on TRS

For more information about the various types of TRS, Visit the Federal communications Commission (FCC) Consumer guide or the Disability Rights Office webpage.

Filing a Complaint

You have multiple options for filing a complaint with the FCC:

• Visit the Consumer Inquiries and Complaint Center page to file a complaint.
• Phone: (888) CALL-FCC; TTY: (888) TELL-FCC; ASL: (844) 432-2275
• Mail (please include your name, address, contact information and as much detail about your complaint as possible):
  • Federal Communications Commission
    Consumer and Governmental Affairs Bureau
    Consumer Inquiries and Complaints Division
    45 L Street Northeast
    Washington, DC 20554

Alternate Formats

To request this article in an alternate format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or send an email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
45 L Street Northeast, Washington, DC 20554

• 1-888-CALL-FCC 
• TTY: 1-888-TELL-FCC
• Consumer Governmental Affairs Bureau webpage

Last Reviewed: 01/10/20

In August 2019, FCC staff—in consultation with the U.S. Department of Health and Human Services’ Substance Abuse and Mental Health Services Administration, the Department of Veteran Affairs, and the North American Numbering Council—released a report recommending the use of 988 as the 3-digit code for the National Suicide Prevention Lifeline. In July 2020, the FCC adopted rules designating this new phone number for Americans in crisis to connect with suicide prevention and mental health crisis counselors. The transition, which will take place over the next 2 years, will result in phone service providers directing all 988 calls to the existing National Suicide Prevention Lifeline by July 16, 2022.

• Report on the National Suicide Hotline Improvement ACT of 2018 (PDF) 

Topline Takeaways on 988

• Suicide prevention is a critical need. Since 2008, suicide has ranked as the tenth leading cause of death in the United States. Suicide claimed the lives of more than 48,000 Americans in 2018, resulting in about one death every 11 minutes.
• Americans who need help today can find it by calling the National Suicide Prevention Lifeline. The National Suicide Prevention Lifeline can be reached by calling (800) 273-TALK and through online chats. Veterans and Service members may reach the Veterans Crisis Line by pressing 1 after dialing, as well as by chatting online at the Veterans Crisis Line website or texting 838255.
• The National Suicide Prevention Lifeline is a national network of approximately 170 local- and state-funded crisis centers. The Department of Health and Human Services’ Substance Abuse and Mental Health Services Administration administers the National Suicide Prevention Lifeline, in partnership with the Department of Veterans Affairs, which manages the Veterans Crisis Line.
• Under the new rules, calls to 988 will be directed to (800) 273-TALK, which will remain operational during and after the 988 transition.
• The requirement to transition to 988 as the National Suicide Prevention Hotline will take effect on July 16, 2022. The transition time gives phone companies time to make necessary network changes. It additionally provides time for the National Suicide Prevention Lifeline to prepare for a likely increase in the volume of calls following the switch.
• The adoption of the new rules reflects a commitment to delivering Americans necessary intervention services. Switching to an easy-to-remember 988 as the ‘911’ for suicide prevention and mental health crisis services will make it easier for Americans in crisis to access the help they need and decrease the stigma surrounding suicide and mental health issues. FCC staff first proposed 988 as a 3-digit, nationwide number in a report submitted to Congress in 2019.

To learn more, visit the Suicide Prevention Hotline webpage.

In 2020, Congress designated the new 988 dialing code to operate through the existing National Suicide Prevention Lifeline.

The Substance Abuse and Mental Health Services Administration (SAMHSA) is the lead federal agency, in partnership with the Federal Communications Commission and the Department of Veterans Affairs, working to make the promise of 988 a reality for America. Moving to a 3-digit dialing code is a once-in-a-lifetime opportunity to strengthen and expand the existing National Suicide Prevention Lifeline (the Lifeline).

Of course, 988 is more than just an easy-to-remember number—it is a direct connection to compassionate, accessible care and support for anyone experiencing mental health related distress – whether that is thoughts of suicide, mental health or substance use crisis, or any other kind of emotional distress. Preparing for full 988 implementation requires a bold vision for a crisis care system that provides direct, life-saving services to all in need.

SAMHSA sees 988 as a first step towards a transformed crisis care system in much the same way as emergency medical services have expanded in the US.

In pursuit of this bold yet achievable vision, SAMHSA is first focused on strengthening and expanding the existing Lifeline network, providing life-saving service to all who call, text or chat via 988. Longer term, SAMHSA recognizes that linking those in crisis to community-based providers—who can deliver a full range of crisis care services— is essential to meeting crisis needs across the nation.

Frequently Asked Questions

What is the Lifeline and will 988 replace it?

The Lifeline is a national network of over 200 local, independent, and state-funded crisis centers equipped to help people in emotional distress or experiencing a suicidal crisis. Moving to 988 will not replace the Lifeline, rather it will be an easier way to access a strengthened and expanded network of crisis call centers. Beginning July 16, 2022, people can access the Lifeline via 988 or by the 10-digit number (which will not go away).

When will 988 go live nationally?

The 988 dialing code will be available nationwide for call (multiple languages), text or chat (English only) on July 16, 2022. Until then, those experiencing a mental health or suicide-related crisis, or those helping a loved one through crisis, should continue to reach the Lifeline at its current number, (800) 273-8255.

How is 988 different from 911?

988 was established to improve access to crisis services in a way that meets our country’s growing suicide and mental health related crisis care needs. 988 will provide easier access to the Lifeline network and related crisis resources, which are distinct from 911 (where the focus is on dispatching Emergency Medical Services, fire and police as needed).

How is 988 being funded?

Congress has provided the Department of Health and Human Services workforce funding through the American Rescue Plan, some of which will support the 988 workforce. At the state level, in addition to existing public/private sector funding streams, the National Suicide Hotline Designation Act of 2020 allows states to enact new state telecommunication fees to help support 988 operations.

Is 988 available for substance use crisis?

The Lifeline accepts calls from anyone who needs support for a suicidal, mental health and/or substance use crisis.

Urgent Realities

Too many Americans are experiencing suicide and mental health crises without the support and care they need. In 2020 alone, the US had one death by suicide about every 11 minutes — and for people aged 10 to 34 years, suicide is a leading cause of death.

Easier Access

Moving to an easy-to-remember, 3-digit dialing code will provide greater access to life-saving services.

There is Hope

Providing 24/7, free and confidential support to people in suicidal crisis or emotional distress works! The Lifeline helps thousands of people overcome crisis situations every day

For any questions email 988.

Closed captioning is the visual display of the audio portion of video programming. Captioning provides access to individuals who are deaf or have hearing loss and is often used in places where it is difficult to hear a TV program, such as restaurants and exercise facilities. FCC rules require captioned programs shown on TV to be captioned when re-shown on the internet.

Video Programming Rules

• The internet closed captioning rules only apply if the video programming was shown on TV in the U.S. with captions.
• “Full-length video programming” is video programming that is shown on TV and is distributed to end users, substantially in its entirety, through the internet.
• “Video clips” are excerpts of full-length video programming that are posted online. The rules require video programming distributors that show programming on TV to post captioned clips of their programming on their own websites or applications (“apps”). At this time, the video clips rules do not apply to third party websites or apps.
• Consumer-generated media (e.g., home videos) shown on the internet are not required to be captioned, unless they were shown on TV with captions.
• Movies shown on the internet are not required to be captioned unless they have been previously shown on TV with captions.

Implementation Schedule for Captioning Internet Video Programming

The following deadlines apply to video programming that is not in a distributor’s internet online library before it is shown on TV with captions.

Full-length Internet Video Programming

Full-length internet video programming must be captioned if the programming is shown on TV in the U.S. with captions on or after the following dates:

• September 30, 2012, for prerecorded programming that is not “edited for internet distribution.” “Edited for internet distribution” means the TV version has been substantially edited. Examples of substantial edits are deleting scenes or altering musical scores. Changing the number or duration of commercials is not considered substantial editing.
• March 30, 2013, for live and near-live programming.
  • “Live programming” is defined as programming that is shown on TV substantially simultaneously with its performance.
  • “Near-live programming” is defined as programming that is performed and recorded less than 24 hours before it was first shown on TV.
• September 30, 2013, for prerecorded programming that is substantially edited for internet distribution.

Internet Video Clips

Internet video clips must be captioned if the associated programming is shown on TV in the U.S. with captions on or after the following dates:

• January 1, 2016, where the video clip contains a single excerpt of a captioned TV program with the same video and audio that was shown on TV (“straight lift” clips).
• January 1, 2017, where a single file contains multiple straight lift video clips (“montages”).
• July 1, 2017, for video clips of live and near-live TV programming (such as news or sporting events).
  • For clips of live programming, up to a 12-hour delay is permitted in posting a captioned clip after the programming has been shown on TV.
  • For clips of near-live programming, up to an 8-hour delay is permitted in posting a captioned clip after the programming has been shown on TV.

Archival Internet Video Programming

The following deadlines apply to video programming that a distributor already shows on the internet. Distributors have extra time to add captions to video programming that they already show on the internet and that is later shown on TV with captions, as follows:

• Within 45 days after the date it is shown on TV with captions on or after March 30, 2014 and before March 30, 2015;
• Within 30 days after the date it is shown on TV with captions on or after March 30, 2015 and before March 30, 2016; and
• Within 15 days after the date it is shown on TV with captions on or after March 30, 2016.

Filing a Complaint or Seeking Assistance

If you experience a captioning problem after the implementation dates, you may file a written complaint with either the FCC or the video programming distributor or provider. If you choose to file your written complaint with the video programming distributor or provider, you may be able to find the contact information on the distributor’s or provider’s website. If you file your complaint with the FCC, the FCC will forward the complaint to the video programming distributor or provider.

Your written complaint must be filed within 60 days of the captioning problem. After receiving a complaint, either directly from you or from the FCC, the video programming distributor or provider will have 30 days to respond to the complaint. If you chose to first file your complaint with the video programming distributor or provider and it does not respond within 30 days, or if a dispute remains, you can still send your complaint to the FCC.

You have multiple options to contact the FCC if you wish to file a complaint or seek assistance:

• File a complaint online: fcc.gov/accessibilitycomplaints
• By phone: (888) CALL-FCC; TTY: (888) TELL-FCC; Videophone for ASL: (844) 432-2275
• By email
• By mail:Federal Communications Commission
  Consumer and Governmental Affairs Bureau
  Consumer Inquiries and Complaints Division
  45 L Street Northeast Washington, DC 20554

Please include your name, address, contact information, and as much detail about your complaint as possible.

What To Include in Your Complaint

Your complaint should include the following information:

• The name and postal address, website, or email address of the video programming distributor, provider and/or owner
• The video program or show with the captioning problem, including the name of the program or show
• The device and/or software used to view the program or show
• The date and time when you experienced the captioning problem
• A detailed description of the captioning problem, including specifics about the frequency and type of problem (e.g., captions cut off, captions missing)
• Any additional information that may assist in processing your complaint
• Resolution of your complaint may be delayed if the information above is incomplete.

You can also provide the FCC with any additional information you think appropriate (e.g., screen shots of the web page, written-out examples of garbled captions, video recordings you made of the captioning problem, etc.).

For More Information

For more information about FCC programs to promote access to telecommunications services for people with disabilities, visit the FCC’s Disability Rights Office website.

Alternate Formats

To request this article in an alternate format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
45 L Street Northeast, Washington, DC 20554

• (888) CALL-FCC 
• TTY: 1-888-TELL-FCC
• Consumer Governmental Affairs Bureau webpage

Last Reviewed: 01/10/20

The FCC’s National Deaf-Blind Equipment Distribution Program provides equipment needed to make telecommunications, advanced communications and the Internet accessible for people who have significant combined vision and hearing loss. Through the program, also known as iCanConnect, qualified low-income deaf-blind residents of all 50 states, Washington D.C., Puerto Rico and Guam can receive free accessible communications equipment. Installation, training and other technical support, including individual assessments of each consumer’s specific accessibility needs, are also available.

Who Is Eligible To Receive Equipment?

Low-income individuals who are deaf-blind are eligible to receive equipment. Applicants must provide verification of their status as low-income and deaf-blind.

Under the Helen Keller National Center Act, a “deaf-blind” individual must have a vision loss and a hearing loss that, combined, cause extreme difficulty in attaining independence in daily life activities, achieving psychosocial adjustment or getting a job.

Income eligibility requirements – not more than 400% of the Federal Poverty Guidelines – are outlined in the following chart:

Source: U.S. Department of Health and Human Services

What Type of Equipment Is Available?

The equipment distributed through the program is designed to make communication accessible using: wireline and wireless telephones; internet-based voice communication; e-mail; instant messaging; interoperable video conferencing services; and internet information services. The equipment may be mainstream or specialized hardware, software or applications and must meet the needs of the deaf blind individual to achieve access. Equipment warranties, maintenance and repairs may also be provided if funding is available.

How Else Does a Certified Program Help?

In addition to distributing equipment, certified programs:

• Inform their communities about the program.
• Verify that applicants are eligible to receive equipment.
• Assess each applicant’s communications equipment needs.

Certified programs may also help install and provide training for distributed equipment.

How Do I Find the Certified Program That Serves My State?

To find the NDBEDP certified program in your state, go to the I can Connect website, or call the FCC:

• Voice: (888) CALL-FCC
• TTY: (888) TELL-FCC
• Videophone: (844) 432-2275

Give Us Your Feedback

We want to hear from you. Tell us how the NDBEDP helped you or someone you know. Also, let us know how you think the program can be improved or what new types of technologies should be included for distribution. Email the FCC.

Accessible Formats

To request this article in an accessible format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
445 12th Street Southwest, Washington, DC 20554

• (888) CALL-FCC 
• TTY: (888) TELL-FCC
• Fax: 1-866-418-0232
• Consumer Governmental Affairs Bureau webpage

Last Reviewed 8/4/16

FCC rules under Section 255 of the Communications Act require telecommunications equipment manufacturers and service providers to make their products and services accessible to people with disabilities, if such access is readily achievable. Where access is not readily achievable, manufacturers and service providers must make their devices and services compatible with peripheral devices and specialized customer premises equipment that are commonly used by people with disabilities, if such compatibility is readily achievable.

Products & Services Covered Under Section 255

FCC rules cover all hardware and software telephone network equipment and telecommunications equipment used in the home or office. Such equipment includes telephones, wireless handsets, fax machines, answering machines and pagers.

FCC rules cover basic and special telecommunications services, including regular telephone calls, call waiting, speed dialing, call forwarding, computer-provided directory assistance, call monitoring, caller identification, call tracing and repeat dialing, as well as voice mail and interactive voice response systems that provide callers with menus of choices.

Definitions

Accessible

A product or service is deemed accessible if it provides accessible input, control and mechanical functions, as well as accessible output, display and control functions. For example, a pager that has both audio and visual controls for inputting information, as well as both audio and visual methods for retrieving messages, would be accessible to a person who is blind or deaf.

Usable

For a product or service to be usable, people with disabilities must be able to learn about and operate the product’s or service’s features effectively. This requirement includes providing access to information and documentation for the product or service, including instructions and user guides. In addition, companies must provide functionally equivalent access to support services, such as technical support hotlines and databases, call centers, service centers, repair services and billing services.

Compatible

The FCC requires that, where accessibility is not readily achievable, a product or service must be made compatible with peripheral devices or specialized equipment, if compatibility is readily achievable. Peripheral devices are devices that help make telecommunications products and services accessible to individuals with disabilities. Examples are teletypewriters (TTYs), visual signaling devices and amplifiers. To achieve compatibility, the FCC rules require:

• External electronic access to all information and control mechanisms
• A connection point for external audio processing devices
• The ability to connect with TTYs
• The ability to use TTY signals

Identifying Access Needs

Companies should engage in a number of activities to identify barriers to accessibility and usability. For example:

• When conducting market research, product design, testing, pilot demonstrations and product trials, companies should include individuals with disabilities in target groups for such activities.
• Companies should work cooperatively with disability-related organizations.
• Companies should undertake reasonable efforts to test access solutions with people with disabilities.

When Must Manufacturers & Service Providers Evaluate Access Needs?

Manufacturers and service providers must evaluate the accessibility, usability and compatibility of their equipment and services as early and consistently as possible throughout their design, development and manufacture. In addition, companies must review their products for accessibility at every “natural opportunity,” including when they re-design products, upgrade services, or significantly change the way they group together product and service packages. Cosmetic changes that do not change the product’s actual design may not trigger the need to reevaluate access.

Do Companies Need To Review All Their Products and Services for Accessibility and Usability?

Yes. Accessibility and usability must be assessed for individual products and services. Accessibility features that can be incorporated into the design of products or services with very little or no difficulty or expense must be put in each and every product or service.

How Will the FCC Determine Which Actions Are Readily Achievable?

The “readily achievable” standard requires companies to incorporate access features that are easily accomplishable without much difficulty or expense. In determining what is readily achievable, companies must balance the costs and nature of the access required with their available resources. Companies that have great resources will need to do more to achieve access than companies with smaller budgets.

The FCC will make readily achievable determinations on a case-by-case basis.

Is Network Architecture Covered by the FCC’s Section 255 Rules?

In addition to covering equipment and services, the FCC’s rules require network architecture to be designed in a way that does not hinder access by people with disabilities. Network architecture covers the public switched telephone network, and includes hardware or software databases associated with routing telecommunications services.

How Can I Contact Manufacturers & Service Providers About Access Concerns?

Although not required to do so, you may want to contact a manufacturer or service provider before filing a complaint with the FCC. Telecommunications service providers and equipment manufacturers must provide the FCC with the name and contact information of the person (or persons) in their companies who are authorized to resolve accessibility complaints. The FCC makes this information available to consumers who want to contact the company’s customer care representative directly about accessibility questions, concerns, or complaints. You can find this contact information on the FCC’s website, email FCC, or by calling (202) 418-2517 (voice) or (202) 418-2922 (TTY).

Filing a Complaint With the FCC

To implement the Twenty-First Century Communications and Video Accessibility Act, the FCC changed the way it handles complaints about access to telecommunications services and equipment. Before an informal complaint can be filed, consumers with disabilities (or their representatives) must request assistance from the FCC Disability Rights Office. The Disability Rights Office will work with the consumer and the company for at least 30 days to try to resolve the accessibility problem.

Before an informal complaint can be filed, consumers with disabilities (or their representatives) must request assistance from the FCC Disability Rights Office. The Disability Rights Office will work with the consumer and the company for at least 30 days to try to resolve the accessibility problem.

The best way to provide the information that the Disability Rights Office needs to assist you, is to complete the Request for Dispute Assistance (RDA Form) online. You may also download or print the RDA Form. If you use the latter method, complete and submit your downloaded/printed request and any supporting documentation to the Disability Rights Office by email to the FCC, by fax to 202 418-0037, or by mail to:

Federal Communications Commission
Consumer and Governmental Affairs Bureau
Disability Rights Office
445 12th Street, SW Washington, D.C. 20554

If you are unable to obtain or use an RDA Form, your request for assistance should include the following:

• Your name, address, telephone number, and email address
• If communication by telephone or email is not accessible to you, your preferred method of communication
• The name of the manufacturer or service provider
• The type of device, model number, and any software involved
• When you purchased, acquired, or used (or tried to purchase, acquire, or use) the service or equipment
• When you became aware of the accessibility problem
• The way the service or equipment is not accessible to or usable by you
• If you contacted the company about your accessibility problem, how the company responded
• What you want the company to do to resolve your accessibility problem
• Any other information or documentation you think may help describe or resolve your accessibility problem

Your Request for Dispute Assistance will be assigned a case number. If your accessibility problem is not resolved in 30 days, you have 2 choices:

• You may request an additional 30 days for assistance to try to resolve your accessibility problem
• You may file an informal complaint about the accessibility problem with the FCC Enforcement Bureau.

To request an additional 30 days or file an informal complaint, contact the Disability Rights Office at (202) 418-2517 (voice) or (202) 418-2922 (TTY), email FCC, by fax to 202-418-0037, or by mail to the address above. You will need to provide your last name, zip code, and your Request for Dispute Assistance case number. If you take no action for 60 days after the 30-day time period ends, your case will be closed.

Accessible Formats

To request this article in an accessible format – braille, large print, Word or text document or audio – write or call us at the address or phone number above, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
445 12th Street Southwest, Washington, DC 20554

• • (888) CALL-FCC 
  • TTY: (888) TELL-FCC
  • Fax: 1-866-418-0232
  • Consumer Governmental Affairs Bureau webpage

Last Reviewed: 11/5/15

“Spoofing” occurs when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity. Spoofing is often used as part of an attempt to trick someone into giving away valuable personal information so it can be used in fraudulent activity or sold illegally. U.S. law and FCC rules prohibit most types of spoofing.

How Does Spoofing Work?

Caller ID lets consumers avoid unwanted phone calls by displaying caller names and phone numbers, but the caller ID feature is sometimes manipulated by spoofers who masquerade as representatives of banks, creditors, insurance companies, or even the government.

What You Can Do if You Think You’re Being Spoofed

You may not be able to tell right away if an incoming call is spoofed. Be careful about responding to any request for personal identifying information.

• Never give out personal information such as account numbers, Social Security numbers, mother’s maiden names, passwords or other identifying information in response to unexpected calls or if you are at all suspicious.
• If you get an inquiry from someone who says they represent a company or a government agency seeking personal information, hang up and call the phone number on your account statement, in the phone book or on the company’s or government agency’s website to verify the authenticity of the request.
• Use caution if you are being pressured for information immediately.
• If you have a voice mail account with your phone service, be sure to set a password for it. Some voicemail services are preset to allow access if you call in from your own phone number. A hacker could spoof your home phone number and gain access to your voice mail if you do not set a password.

Is Spoofing Illegal?

Under the Truth in Caller ID Act, FCC rules prohibit any person or entity from transmitting misleading or inaccurate caller ID information with the intent to defraud, cause harm, or wrongly obtain anything of value. If no harm is intended or caused, spoofing is not illegal. Anyone who is illegally spoofing can face penalties of up to $10,000 for each violation. In some cases, spoofing can be permitted by courts for people who have legitimate reasons to hide their information, such as law enforcement agencies working on cases, victims of domestic abuse or doctors who wish to discuss private medical matters.

Is Blocking a Phone Number the Same Thing As Spoofing?

Spoofing is not the same thing as blocking a phone number. FCC rules require telephone companies to make phone number blocking available and free for all calls between states (each state makes its own rules about calls that stay within the state). If you receive a phone call from an “unknown number,” that phone number has been blocked, but not necessarily spoofed. Also, you can legally block the transmission of your phone number when you make calls, so your number will appear as “unknown.”

What Are the FCC Rules Regarding Caller ID for Telemarketers?

FCC rules specifically require that a telemarketer:

• Transmit or display its telephone number or the telephone number on whose behalf the call is being made, and, if possible, its name or the name of the company for which it is selling products or services.
• Display a telephone number you can call during regular business hours to ask to no longer be called. This rule applies even to companies that already have an established business relationship with you.

How Do I Report Suspected Spoofing?

If you receive a call and you suspect caller ID information has been falsified, or you think the rules for protecting the privacy of your telephone number have been violated, you can file a complaint in the Consumer Inquiries and Complaint Center.

Filing a Complaint

You have multiple options for filing a complaint with the FCC:

• File a complaint online at the Consumer Inquiries and Complaint Center
• By phone: 1-888-CALL-FCC; TTY: 1-888-TELL-FCC; ASL: 1-844-432-2275
• By mail (please include your name, address, contact information and as much detail about your complaint as possible):
  • Federal Communications Commission
    Consumer and Governmental Affairs Bureau
    Consumer Inquiries and Complaints Division
    445 12th Street, Southwest
    Washington, DC 20554

More Information

Learn more about stopping unwanted calls and texts.

Accessible Formats

To request this article in an accessible format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or send an email to the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
445 12th Street Southwest, Washington, DC 20554

• • (888) CALL-FCC 
  • TTY: (888) TELL-FCC
  • Fax: 1-866-418-0232
  • Consumer Governmental Affairs Bureau webpage

Last Reviewed 05/05/17

Telecommunications Relay Service is a telephone service that allows persons with hearing or speech disabilities to place and receive telephone calls. TRS is available in all 50 states, the District of Columbia, Puerto Rico and the U.S. territories for local and/or long-distance calls. TRS providers – generally telephone companies – are compensated for the costs of providing TRS from either a state or a federal fund. There is no cost to the TRS user.

How Does TRS Work?

TRS uses operators, called communications assistants (CAs), to facilitate telephone calls between people with hearing and speech disabilities and other individuals. A TRS call may be initiated by either a person with a hearing or speech disability, or a person without such disability. When a person with a hearing or speech disability initiates a TRS call, the person uses a teletypewriter (TTY) or other text input device to call the TRS relay center and gives a CA the number of the party that he or she wants to call. The CA places an outbound traditional voice call to that person, then serves as a link for the call, relaying the text of the calling party in voice to the called party, and converting to text what the called party voices back to the calling party.

What Forms of TRS Are Available?

There are several forms of TRS, depending on the particular needs of the user and the equipment available:

Text-to-Voice TTY-based TRS is a “traditional” TRS service using a TTY to call the CA at the relay center. TTYs have a keyboard and allow people to type their telephone conversations. The text is read on a display screen and/or a paper printout. A TTY user calls a TRS relay center and types the number of the person he or she wishes to call. The CA at the relay center then makes a voice telephone call to the other party to the call and relays the call back and forth between the parties by speaking what a text user types and typing what a voice telephone user speaks.

Voice Carry Over allows a person with a hearing disability, but who wants to use his or her own voice, to speak directly to the called party and receive responses in text from the CA. No typing is required by the calling party. This service is particularly useful to senior citizens who have lost their hearing, but who can still speak.

Hearing Carry Over allows a person with a speech disability, but who wants to use his/her own hearing, to listen to the called party and type his/her part of the conversation on a TTY. The CA reads these words to the called party, and the caller hears responses directly from the called party.

Speech-to-Speech Relay Service is used by a person with a speech disability. A CA (who is specially trained in understanding a variety of speech disorders) repeats what the caller says in a manner that makes the caller’s words clear and understandable to the called party. No special telephone is needed.

Shared Non-English Language Relay Services – Due to the large number of Spanish speakers in the United States, the FCC requires interstate TRS providers to offer Spanish-to-Spanish traditional TRS. Although Spanish language relay is not required for intrastate (within a state) TRS, many states with large numbers of Spanish speakers offer this service on a voluntary basis. The FCC also allows TRS providers who voluntarily offer other shared non-English language interstate TRS, such as French-to-French, to be compensated from the federal TRS fund.

Captioned Telephone Service is used by persons with a hearing disability but some residual hearing. It uses a special telephone that has a text screen to display captions of what the other party to the conversation is saying. A captioned telephone allows the user, on one line, to speak to the called party and to simultaneously listen to the other party and read captions of what the other party is saying. There is a “two-line” version of captioned telephone service that offers additional features, such as call-waiting, *69, call forwarding, and direct dialing for 911 emergency service. Unlike traditional TRS (where the CA types what the called party says), the CA repeats or re-voices what the called party says. Speech recognition technology automatically transcribes the CA’s voice into text, which is then transmitted directly to the user’s captioned telephone text display.

IP Captioned Telephone Service combines elements of captioned telephone service and IP Relay. IP captioned telephone service can be provided in a variety of ways, but uses the Internet – rather than the telephone network – to provide the link and captions between the caller with a hearing disability and the CA. It allows the user to simultaneously both listen to, and read the text of, what the other party in a telephone conversation is saying. IP captioned telephone service can be used with an existing voice telephone and a computer or other Web-enabled device without requiring any specialized equipment. For more information regarding IP captioned telephone service, visit the Consumer Inquiries and Complaint Center.

Internet Protocol Relay Service is a text-based form of TRS that uses the Internet, rather than traditional telephone lines, for the leg of the call between the person with a hearing or speech disability and the CA. Otherwise, the call is generally handled just like a TTY-based TRS call. The user may use a computer or other web-enabled device to communicate with the CA. IP Relay is not required by the FCC but is offered by several TRS providers. For more information regarding IP Relay visit the Consumer Inquiries and Complaint Center.

Video Relay Service (VRS) – This Internet-based form of TRS allows persons whose primary language is American Sign Language to communicate with the CA in ASL using video conferencing equipment. The CA speaks what is signed to the called party and signs the called party’s response back to the caller. VRS is not required by the FCC but is offered by several TRS providers. VRS allows conversations to flow in near real time and in a faster and more natural manner than text-based TRS. Beginning January 1, 2006, TRS providers that offer VRS must provide it 24 hours a day, seven days a week, and must answer incoming calls within a specific period of time so that VRS users do not have to wait for a long time. For more information regarding VRS visit the Video Relay Services page.

711 Access to TRS

Just as you can call 411 for information, you can dial 711 to connect to certain forms of TRS anywhere in the United States. Dialing 711 makes it easier for travelers to use TRS because they do not have to remember TRS numbers in every state. Because of technological limitations, however, 711 access is not available for the Internet-based forms of TRS (VRS and IP Relay).

For more information regarding 711, visit the 711 for TTY-Based Telecommunications Relay Service page.

Mandatory Minimum Standards for TRS

TRS providers must offer service that meets certain mandatory minimum standards set by the FCC. These include:

• The CA answering or placing a TRS call must stay with the call for a minimum of 10 minutes to avoid disruptions to the TRS user (15 minutes for STS calls)
• Most forms of TRS must be available 24 hours a day, 7 days a week
• TRS providers must answer 85 percent of all calls within 10 seconds (but there are different answer speed rules for VRS)
• TRS providers must make best efforts to accommodate a TRS user’s requested CA gender
• CAs are prohibited from intentionally altering or disclosing the content of a relayed conversation and generally must relay all conversation verbatim unless the user specifically requests summarization
• TRS providers must ensure user confidentiality and CA’s (with a limited exception for STS) may not keep records of the contents of any conversation
• The conversation must be relayed in real time
• CAs must provide a minimum typing speed for text-based calls and VRS CAs must be qualified interpreters
• For most forms of TRS, the provider must be able to handle emergency (911) calls and relay them to the appropriate emergency services
• Emergency call handling procedures have been established for all kinds of TRS.

Users of Voice over Internet Protocol (VoIP) service, also can access relay services by dialing 711.

Don’t Hang Up!

Some people hang up on TRS calls because they think the CA is a telemarketer. If you hear, “Hello. This is the relay service…” when you pick up the phone, please don’t hang up! You are about to talk, through a TRS provider, to a person who is deaf, hard-of-hearing, or has a speech disability.

Filing a Complaint

You have multiple options for filing a complaint with the FCC:

• Visit the Consumer Inquiries and Complaint Center to file a complaint online.
• By phone: (888) CALL-FCC; TTY: (888) TELL-FCC
• By mail (please include your name, address, contact information and as much detail about your complaint as possible):
  • Federal Communications Commission
    Consumer and Governmental Affairs Bureau
    Consumer Inquiries and Complaints Division
    45 L Street Northeast Washington, DC 20554

For More Information

For more information about FCC programs to promote access to telecommunications services for people with disabilities, visit the FCC’s Disability Rights Office website.

Alternate Formats

To request this article in an alternate format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
45 L Street Northeast, Washington, DC 20554

• (888) CALL-FCC 
• TTY: (888) TELL-FCC
• Consumer Governmental Affairs Bureau webpage

Last Reviewed 12/31/19

Robocalls and texts can be annoying, frustrating and even worse – Fraudulent. The FCC is Committed to protecting you from illegal robocalls, texts and caller ID spoofing.

What You Can Do

• Put your mobile and landline numbers on the national Do Not Call Registry. Visit the National Do Not Call Registry webpage or (888) 382-1222 from the number you want to register.
• Research apps, services or devices that help block unwanted calls.
• Don’t answer calls from unknown callers. That could verify you have an active line. Never call back an unfamiliar number – it may lead to a scam.
• Spoofed caller ID numbers may trick you into answering. If you answer a spoofed call, hang up immediately. Do not respond to even simple questions or requests.
• Scam callers may pretend to represent an organization, business or even a government agency. Never reveal any personal or financial information unless you can independently verify the caller.
• FCC rules offer protection against unwanted calls and texts. File a complaint with the FCC to help us determine where to take action. Visit the Consumer Inquiries and Complaint Center.

Visit the Stop Unwanted Robocalls and Texts webpage to Find web resources and learn more.