Strategic Initiatives

Questions & Answers

“No Answer”
A Review of Government Communication Services with People who are
Deaf, Deafened, Hard of Hearing or who have a Speech Impediment
July 2005

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 or speech 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 the Government of Canada is failing to adequately accommodate the needs of Canadians who, as a result of a disability, cannot use the regular government telephone system.
• There is only a 50/50 chance that they will find a telephone number listed for a TTY. And when a TTY is listed, there is only a one-in-three chance that they will be able to complete a call successfully.

Q.5 Did the report cover all federal departments, agencies and organizations, public and private, under federal jurisdiction?

• No, the report focused only on federal departments and agencies.

Q.6 Was the Commission tested?

• The Commission regularly random tests 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 use of new technologies and the creation of a TTY directory.

  For example, the report recommended that:

• Treasury Board develop a comprehensive strategy on the provision of communications services to people who are Deaf, deafened or hard of hearing, or have a speech impediment, who cannot use the regular telephone system.
• The Government of Canada publish a yearly directory of the TTY numbers of all federal organizations.
• The Government of Canada constantly assess new developments in communications technology for people who cannot use the regular telephone system.

Q.8 What are the next steps?

• The federal government is currently looking at converting the whole government telephone service to Internet Voice, also known as Voice-over-Internet Protocol (VoIP) technology. VoIP allows users to make telephone calls using a broadband Internet connection instead of a regular telephone line. It converts the voice (analog) signal from the telephone into a digital signal that travels over the Internet, and then converts it back at the other end so the user can speak to anyone with a regular phone number.
• The Commission will continue to discuss the report’s findings and recommendations with the Treasury Board Secretariat and will develop a policy on communications services for people who are Deaf, deafened or hard of hearing, or have a speech impediment.

Q.9 How much did this report cost?

• The cost for this report is just under $ 33,739.

Q.10  Who did the report?

• The Report was commissioned by the Canadian Human Rights Commission and the research was conducted by Consulting and Audit Canada.
• Consulting and Audit Canada is a Special Operating Agency of Public Works and Government Services Canada. Its services are available only to federal government organizations and, on request, to other public sector and international organizations.

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

• The important issue at stake is that all departments provide adequate telephonic communications to people who are deaf, deafened, hard of hearing, or who have a speech impediment.
• The objective of this exercise is to clearly remind federal departments and agencies 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. .
• The list of departments and agencies tested will be made available on request.