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PDFWAC 388-818-0340

What is a relay complaint?

(1) A client may make a complaint about an unsatisfactory experience while using the relay services during a telephone call. Complaints may be about:
(a) Communications assistant (CA) or video interpreter (VI) performance, such as typing speed, accuracy of relaying a message's intent, clarity of signs, and spelling accuracy;
(b) Service quality, such as timeliness of response and connection; and/or
(c) Technical issues during a call made through the relay service, such as disconnection of call, video picture quality, or text garbling.
(2) The main purpose of a relay complaint is to:
(a) Improve the quality of relay service; and
(b) Monitor relay agent or interpreter performance and the accuracy of relaying information between calling parties.
[Statutory Authority: RCW 43.20A.725, 43.20A.720, 2001 c 210. WSR 03-05-100, ยง 388-818-0340, filed 2/19/03, effective 3/22/03.]
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