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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. Testing of the availability and effectiveness of TTY1 service offered and maintained by organizations such as banks, communications and transportation companies indicated that, more often than not, citizens trying to use a TTY line will get no answer. The goal of the review was to test whether TTY services were available, responsive and adequate. Being responsive meant that the TTY number was operational and that the call was answered either immediately or within two working days of leaving a message. Being adequate meant that the operator was courteous and familiar with the TTY. In the hearing world, it is common practice to search a telephone book or website to find a phone number for a specific service or organization, make a phone call to that organization, and obtain the information sought within a reasonable period of time. People who are Deaf, deafened, or hard of hearing are at a serious disadvantage because organizations either do not provide TTY service or, if they do, it often does not work. 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. Results 
In the event that a call is completed successfully, the interaction is not always satisfactory or adequate. Based on the findings of this study and on expert advice received from consultants who are themselves deafened, there appear to be two main reasons for the current situation: - a lack of adequate procedures and guidelines to ensure that the right of equitable access is met; and
- a lack of proper personnel training in the use of TTY devices.
Action is required to redress this situation. Recommendations Following are the key recommendations of this study. 1. Equal Access: 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. 2. Publication of TTY Numbers: 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. 3. Training: Organizations which offer TTY services should staff these services with employees who have knowledge not only of their respective organization, but also of TTY protocols, etiquette and technology. 4. New 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. In particular, the process of replacing land telephone lines with a Voice-over-Internet Protocol (VoIP) system should include, from the design stage, provisions for assistive technologies, such as computer-mounted TTY systems. 5. Other Issues: a. 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; this policy should include specific reference to the duty to accommodate short of undue hardship as provided under the Canadian Human Rights Act (CHRA). b. 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.
1 A TTY (telephone typewriter or teletypewriter) is an electronic device for text communications via a telephone line, used when one or more of the parties is Deaf, deafened or hard of hearing. Other TTYs are also known as TDDs (telecommunications device for the Deaf).
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