CUSTOMER INFORMATION

DON'T HANG UP

 

The Tennessee Relay Service is designed to connect hearing disabled people with people and businesses that use regular voice telephones. Although the relay service has been in existence for more than 10 years, many people don't understand how it works. As a result, people who receive relay calls often hang up, believing the caller is a telemarketer. Thus the Don't Hang Up campaign was developed. 

The goal of the Don't Hang Up campaign is to decrease the frequency of hang-ups by people who are unfamiliar with relay. The campaign includes a public service announcement, as well as articles in business publications. 

But the best way to reduce hang-ups, especially by businesses, is to identify them and educate the party that hung up about relay. You can help in two ways: 

When you experience a hang-up on a relay call, fill out the on-line form below and Tennessee Relay outreach will contact the business to educate them about relay. 

Consider changing the way you have your relay calls announced; instead of saying, "This is the Tennessee Relay Service...," ask the CA to say "This is a customer of your business calling through the Tennessee Relay," or "This is [your name] calling through Tennessee Relay." Some people have found that this kind of greeting reduces hang-ups. 

LINKED INFORMATION

REPORT YOUR COMPLAINT ONLINE

 

If you have experienced a hang-up when placing a relay call, you can complete the hang-up incident form online below. A Tennessee Relay representative will follow up by sending a brochure, a letter, or by calling the resident or business that is the source of the complaint to explain the relay service.

 

Help Tennessee Relay increase awareness and get the message out about the “Don’t Hang Up” campaign. Please fill out the form below with accurate information and click on Submit.  All information is confidential.

Angie Officer
Sr. Program Manager
Tennessee Relay Service
Mailstop: VARESF0213
12524 Sunrise Valley Drive Reston, VA 20196

© 2020

Tennessee Relay Service is provided
by Tennessee Regulatory Authority

SPRINT CAPTEL: FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. IP Captioned Telephone Service may use a live operator. The operator generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund. No cost is passed on to the CapTel user for using the service.  

Individuals with hearing loss must complete & submit a Third-Party Certification of Eligibility signed by hearing health professional to be eligible for no-cost Internet-based CapTel phone. Although CapTel can be used for emergency calling, such emergency calling may not function the same as traditional 911/E911 svc. By using CapTel for emergency calling you agree that Sprint is not responsible for any damages resulting from errors, defects, malfunctions, interruptions or failures in accessing or attempting to access emergency svc. through CapTel whether caused by the negligence of Sprint or otherwise. 

©2020 Tennessee Relay Service is provided by Tennessee Regulatory Authority. CapTel is a registered trademark of Ultratec, Inc.