Date of Date of Tally Nature of Complaint Explanation of Resolution Complaint Resolution Voice person stated that they work at a hospital and call into Relay once a month to test their TTY. Voice person has provided the number to dial to a TTY, voice person said the agent told her she would have to contact Supervisor coached the agent on proper 1 09/11/15 09/11/15 the customer service and hung up on her. procedure with this particular type of call. Voice person stated that she does not appreciated being hung up on. Assistant Supervisor apologized for the incident. Customer does not want a follow up. 2016-2017 Complaint Tracking for UT (06/01/2015-05/31/2017). Customer Contacts: 0 None to report Appendix I FCC’s 2013 TRS Recertification Approving Utah – Appendix J - Legislation Establishing TRS in Utah 1. The Public Service Commission of Utah initiated the Relay Utah program in 1987 with the goal to provide telecommunication access and equipment to deaf, hard of hearing and speech impaired individuals. Utah Code Title 54-8b-10 outlines the surcharge to provide TRS Services and telecommunication devices for deaf, hard of hearing, and speech impaired individuals. Utah Code 54-8b-15 outlines the Universal Public Telecommunications Service Support Fund. Rule 746-343. Rule for Deaf, Severely Hearing or Speech Impaired Person. This rule is to establish a program as required in Section 54-8b-10 which will provide telecommunication devices to certified deaf, or severely hearing or speech impaired persons, who qualify under certain conditions, and to provide a dual relay system using third party intervention to connect deaf or severely hearing or speech impaired persons with normal hearing persons by way of telecommunication devices. 2. The Utah Division of Public Utilities is the fund administrator. If the Division is unable to fulfill that responsibility, the administrator, who must be a neutral third party, unaffiliated with any fund participant, shall be selected by the Commission. (See Rule 746-360-3).
Tally Date of Complaint Nature of Complaint Date of Resolution Explanation of Resolution 1 09/11/15 Voice person stated that they work at a hospital and call into Relay once a month to test their TTY. Voice person has provided the number to dial to a TTY, voice person said the agent told her she would have to contact the customer service and hung up on her. Voice person stated that she does not appreciated being hung up on. Assistant Supervisor apologized for the incident. Customer does not want a follow up. 09/11/15 Supervisor coached the agent on proper procedure with this particular type of call. 2016-2017 Complaint Tracking for UT (06/01/2015-05/31/2017). Customer Contacts: 0 None to report Appendix I – FCC’s 2013 TRS Recertification Approving Utah Appendix J - Legislation Establishing TRS in Utah 1. The Public Service Commission of Utah initiated the Relay Utah program in 1987 with the goal to provide telecommunication access and equipment to deaf, hard of hearing and speech impaired individuals. Utah Code Title 54-8b-10 outlines the surcharge to provide TRS Services and telecommunication devices for deaf, hard of hearing, and speech impaired individuals. Utah Code 54-8b-15 outlines the Universal Public Telecommunications Service Support Fund. Rule 746-343. Rule for Deaf, Severely Hearing or Speech Impaired Person. This rule is to establish a program as required in Section 54-8b-10 which will provide telecommunication devices to certified deaf, or severely hearing or speech impaired persons, who qualify under certain conditions, and to provide a dual relay system using third party intervention to connect deaf or severely hearing or speech impaired persons with normal hearing persons by way of telecommunication devices. 2. The Utah Division of Public Utilities is the fund administrator. If the Division is unable to fulfill that responsibility, the administrator, who must be a neutral third party, unaffiliated with any fund participant, shall be selected by the Commission. (See Rule 746-360-3).
Utah_FCC_Re-Cert_Template_Year_2018_Final_9-26-17-forCustomer.docx