Sorenson Relay Support

No. The Telecommunications Relay Service (TRS) fund—an FCC-managed account under the ADA—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 Relay interpreters are required to abide by the confidentiality rules outlined by the FCC in Section 705 of the Communications Act and outlined in TRS rules 47 C.F.R. § 64.604. You can review mandatory minimum standards at: https://www.ecfr.gov. 

Yes. You can read the details on this HIPAA related memo. 

You may still use a privacy screen on the videophone, but you must be engaged in the call at all times. If you decide to use the privacy screen or leave the call, you must resume the call by taking down the privacy screen or coming back on screen within five minutes. If you do not resume the call within five minutes, the FCC rules state that the interpreter must end the call. 

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

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

No, Sorenson Communications will never call you to ask for sensitive financial information. Do not provide your personal or financial information to anyone, unless you have initiated the contact or you have confirmed that you are dealing with a legitimate organization. 

If someone claiming to be Sorenson Communications contacts you and asks for financial information, please immediately alert us by e-mailing [email protected]. We’ll immediately investigate to stop fraudulent activity. 

For more information about how you can protect yourself against fraudulent practices, consult the Bureau of Consumer Protection under the Federal Trade Commission at http://www.ftc.gov/bcp/index.shtml  or the Internet Crime Complaint Center, a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center, at http://www.ic3.gov.