ADA Frequently Asked Questions

Category: Title IV: Telecommunications
Question: #31
My company's technical support clerks have been receiving many calls from an individual using Telecommunications Relay Services (TRS). These calls come from 1 individual who is deaf and the calls take a long time using the relay operator. Can I tell this individual that he is limited to 1 call a week and refuse his relay calls if there are more than one?
Answer:
No. This would be putting restrictions on this individual based on his disability and his need to communicate with your business using relay services. If other individuals have no restrictions on the number of calls that can be made to your technical support clerks then no restrictions should be placed on this individual who uses relay services.
General
Title I: Employment
Title II: State & Local Governments
Title III: Places of Public Accommodations
Title IV: Telecommunications
Title V: Miscellaneous Provisions
 

Last Updated on:
Fri Jul 7, 2017