No. The federal Telecommunications Relay Service (TRS) fund covers the cost of all your Sorenson Relay calls. If hearing individuals call you using your 10-digit local number, they may receive long distance charges from their phone company.

Yes, all Sorenson interpreters abide by FCC confidentiality rules in compliance with 47 C.F.R. § 64.604 and Section 705 of the Communications Act. You can review mandatory minimum standards at www.ecfr.gov.

No. There are no minimum usage requirements for requesting or keeping a Sorenson videophone.

No, Sorenson will never call you to ask for sensitive financial information. Do not provide your personal or financial information to anyone unless you initiated the contact or you have confirmed that you are dealing with a legitimate organization. If someone claiming to be Sorenson contacts you and asks for financial information, please immediately alert us by emailing [email protected]. We’ll investigate and work to stop the fraudulent activity. For more information about how you can protect yourself against fraudulent practices, consult the Federal Trade Commission’s Bureau of Consumer Protection or the Internet Crime Complaint Center, a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center.

You may use a privacy screen on the videophone, but you must remain engaged in the call. If you use the privacy screen or walk away from the call, you must come back on screen within five minutes. If you do not resume the call within five minutes, FCC rules require the interpreter to end the call.

When you call 911 through Sorenson Video Relay Service, we’ll move your call to the front of the line. When you tell the interpreter your emergency, they’ll ask your location — whether you’re at your home address on file or you’re away from home. Then they’ll relay information between you and emergency services and stay on the line until you get help.

The FCC and U.S. Department of Health and Human Services have each issued notices stating that sharing personal health information between a health care provider and a patient using TRS is permitted under the Privacy Rule of HIPAA. The FCC concluded that communications assistants, such as American Sign Language interpreters, for authorized VRS providers are simply a transparent conduit between two people. In addition, FCC regulations require communications assistants to hold conversation contents in the strictest of confidence.

 You can reach out to Customer Care for help in ASL using our ntouch app even if don’t you have a Sorenson account yet. Download ntouch for mobile or computer, then open the app and click the Support button on the login screen to connect to someone on our team who can help you.