Strategic Initiatives

Questions & Answers

“No Answer II”
A Review of Federally Regulated Organizations’ Telephonic Communications
with People who are Deaf, Deafened or Hard of Hearing
September 2006

Q.1 What is meant by TTY?
Q.2 Is it the only technology available?
Q.3 How many Canadians suffer from hearing problems?
Q.4 What are the main findings of the report?
Q.5 What is meant by “federally regulated organizations?
Q.6 Was the Commission tested?
Q.7 What are the main recommendations of the report?
Q.8 What are the next steps?
Q.9 How much did this report cost?
Q.10  Who did the report?
Q.11 Which organizations were tested and how did they fare?

General questions

Q.1 What is meant by TTY?

• TTY is an abbreviation for teletypewriter, an apparatus that uses interactive text-based communications through the transmission of coded signals across the telephone network. TTYs are also called TDDs (telecommunication devices for the Deaf) or text telephone.

Q.2 Is it the only technology available?

• The increasing use of e-mail and text messages has broken down many communications barriers. Emerging technologies will bring more progress in the future and may, in time, supplant the use of TTYs.

• TTYs are still the most widely used device when communicating with or between people who cannot use the standard telephone network.

Q.3 How many Canadians suffer from hearing problems?

• The 2001 Statistics Canada Participation and Activity Limitation Survey (PALS) concluded that 2,820,666 Canadians reported a hearing disability (in other words, that they were Deaf, deafened or hard of hearing).

• Approximately 10 - 15 % of people with a hearing disability are Deaf or deafened. This is the group that makes the most use of the TTY technology.

Specific to the report

Q.4 What are the main findings of the report?

• The report’s main finding is that federally regulated organizations are not adequately meeting the needs of Canadians who cannot use the regular telephone system because they are Deaf, deafened or hard of hearing.

• The findings of this review show that people who want to make a TTY call have around a one-in-four chance to find a number listed for a TTY. Furthermore, when a TTY is listed, they have less than a 50/50 chance to complete a call successfully.

Q.5 What is meant by “federally regulated organizations?

• These organizations include banks, communications organizations such as television stations and the transportation industry.

Q.6 Was the Commission tested?

• The Commission regularly conducted random tests of its own systems to ensure that they are operational and will continue to do so in the future.

Q.7 What are the main recommendations of the report?

• The report made several recommendations regarding the establishment of policies and standards, the publication of TTY numbers, staff training and the use of new technologies.

For example, the report recommended that:

• all federally regulated entities that serve the public should ensure that their services are accessible to persons who are Deaf, deafened or hard of hearing by providing appropriate assistive technology including, but not limited, to, TTYs;

• organizations which have TTY services should advertise their TTY number along with their telephone number in all their ads and telephone listings, and their TTY number should be easily found on their website;

• organizations which offer TTY services should staff these services with employees who have knowledge not only of their respective organization, but also of the TTY protocols, etiquette and technology;

• federally regulated organizations—perhaps in cooperation with the Government of Canada—should assess new developments in communications technology to determine how they might improve telephonic communications services for people who cannot use the regular telephone system;

• each federally regulated organization should develop an internal policy on the provision of telephonic communications services to people who are Deaf, deafened or hard of hearing;

• in developing policies, procedures and guidelines, and in purchasing equipment, organizations should consult experts in the field of hearing loss as well as the manufacturers of, and experts on, assistive technologies.

Q.8 What are the next steps?

• The Commission will continue to monitor the situation and work with federally regulated employers to ensure accessible communications.

Q.9 How much did this report cost?

• The cost for this report is $24,039.74 + GST.

Q.10  Who did the report?

• The report was commissioned by the Canadian Human Rights Commission and the research was conducted by Government Consulting Services (formerly Consulting and Audit Canada).

• Government Consulting Services are part of the Government Information Services Branch within Public Works and Government Services Canada.

Q.11 Which organizations were tested and how did they fare?

• The important issue at stake is that all federally regulated organizations provide adequate telephonic communications to people who are Deaf, deafened or hard of hearing.

• The objective of this exercise is to clearly remind federally regulated organizations that they should provide TTY services, keep them functional and test them regularly.

• All tested organizations have been informed of their individual results and are now responsible to implement corrective measures to ensure adequate services.