Other FAQs

Why is there a long wait sometimes?

Occasionally there may be an unexpected high volume of calls requiring a relay assistant which may mean that it's not be possible to connect your call straight away.

Why is the text slow?

Some people cannot type very quickly (if someone is typing a message directly to you over a textphone), or they may be thinking before they reply to you.

Our relay assistants are capable of typing 40+ words a minute, which is slower than spoken word (which averages out at about 50-60 words per minute).

Will the same relay assistant deal with the entire call?

Every effort will be made to ensure just one relay assistant handles your conversation. However, we may need to change the relay assistant at the following times:

• end of shift – if the relay assistant has come to the end of their shift, they may need to hand over to another relay assistant
• emergency – if an emergency call is made, and there is no relay assistant available, we have to interrupt another relay call, so that a relay assistant can handle the priority emergency call.
• content – a relay assistant may pass the call to a supervisor, if they feel that the content is of an offensive nature
• abuse – if abusive comments (spoken or typed) are directed at a relay assistant, they may warn the person and then end the call.
• If we need to change a relay assistant, your call will be automatically passed to another relay assistant. However, if the service is busy and no relay assistants are immediately available, your call will be connected to the next available relay assistant.

Is Text Relay confidential?

Your conversation will not be shared with anybody unless it is directed at the relay assistant.

To ensure that the quality of the service is maintained and for training purposes, the relay assistant may be monitored.