TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.10 DEFINITIONS
Section 756.10 Definitions
"7-1-1"
means the abbreviated dialing code for accessing all types of relay services
anywhere in the United States.
"Act" means the Public Utilities Act [220 ILCS 5].
"Advisory Council" means the advisory council established by 83
Ill. Adm. Code 755.405.
"American Sign Language" or "ASL" means a visual
language based on hand shape, position, movement, and orientation of the hands
in relation to each other and the body.
"ASCII" is an acronym for the American Standard Code for
Information Interexchange that employs an eight bit code and can operate at any
standard transmission baud rate including 300, 1200, 2400 and higher.
"Baudot" means a seven bit code, only five of which
are information bits. Baudot is used by some text telephones to communicate
with each other at a 45.5 baud rate.
"Call release" means a Telecommunications Relay
Service (TRS) feature that allows the Communications Assistant (CA) to sign-off
or be "released" from the telephone line after the CA has set up a
telephone call between the originating text telephone (TTY) caller and a called
TTY party, such as when a TTY user must go through a TRS facility to contact
another TTY user because the called TTY party can only be reached through a
voice-only interface, such as a switchboard.
"Communications Assistant" or "CA" means
a person who transliterates or interprets conversations between two or more end
users of TRS. CA supersedes the term "TRS operator".
"Commission" means the Illinois Commerce
Commission.
"Disability" refers to a condition of being
permanently hearing disabled, deaf-blind, speech-disabled, hearing-sight
disabled, or speech-sight disabled, as those terms are defined in 83 Ill. Adm.
Code 755.10.
"FCC" means Federal Communications Commission.
"Hearing carry over" or "HCO" means a form
of TRS in which the person with the speech disability is able to listen to the
other end user and, in reply, the CA speaks the text as typed by the person
with the speech disability. The CA does not type any conversation. Two-line
HCO is an HCO service that allows TRS users to use one telephone line for
hearing and the other for sending TTY messages. HCO-to-TTY allows a relay conversation
to take place between an HCO user and a TTY user. HCO-to-HCO allows a relay
conversation to take place between two HCO users.
"Illinois Telecommunications Access Corporation" or
"ITAC" means the not-for-profit corporation jointly established by
the Illinois telecommunications carriers providing local exchange service in
order to administer the programs mandated by Section 13-703 of the Act on
behalf of the carriers.
"Interconnected
Voice over Internet Protocol Provider" or "Interconnected VoIP
Provider" has the same meaning as defined in Section 13-235 of the Act.
For purposes of this Part, Interconnected VoIP providers are limited to those
providers subject to Section 13-401.1 of the Act.
"Interexchange carrier" or "IXC" means a
telecommunications carrier providing interexchange service as defined in
Section 13-205 of the Act.
"Non-English language relay service" means a telecommunications
relay service that allows persons with hearing or speech disabilities who use
languages other than English to communicate with voice telephone users in a
shared language other than English, through a CA who is fluent in that
language.
"Public Safety Answering Point" or "PSAP"
means a facility that has been designated to receive 9-1-1 calls and route them
to emergency services personnel.
"Qualified interpreter" means an interpreter who is
able to interpret effectively, accurately and impartially, both receptively and
expressively, using any necessary specialized vocabulary.
"Relay system" means the configuration, provision
and operation of the facilities, equipment and personnel through which the telecommunications
carriers shall provide relay service.
"Speech-to-speech relay service" or "STS"
means a telecommunications relay service that allows individuals with speech
disabilities to communicate with voice telephone users through the use of
specially trained CAs who understand the speech patterns of persons with speech
disabilities and can repeat the words spoken by that person.
"Speed dialing" means a TRS feature that allows a
TRS user to place a call using a stored number maintained by the TRS facility.
In the context of TRS, speed dialing allows a TRS user to give the CA a
"short-hand" name or number for the user's most frequently called
telephone numbers.
"SS7" or "Signaling System 7" means a
carrier to carrier out-of-band signaling network used for call routing, billing
and management. SS7 provides for the delivery of Caller ID, improves access to
9-1-1, and eliminates the need to collect some information currently collected
manually through caller profiles.
"Staff Liaison" means the Staff Liaison established
by 83 Ill. Adm. Code 755.400.
"System provider" means that corporation,
organization, coalition or entity who, under contract to the ITAC, provides the
relay system through which the telecommunications carriers shall provide relay
service.
"Telecommunications carrier" or "carrier"
has the same meaning as in Section 13-202 of the Act that is providing local
exchange telecommunications service as defined in Section 13-204 of the Act.
For purposes of this Part, "telecommunications carrier" or
"carrier" also includes telecommunications carriers that are mutual
concerns as defined in Section 13-202(b) of the Act.
"Telecommunications relay service " or "TRS"
or "relay service" means telephone transmission services that provide
the ability for an individual with a hearing or speech disability to engage in
communication by wire or radio with a hearing individual in a manner that is
functionally equivalent to the ability of an individual who does not have a hearing
or speech disability to communicate using voice communication services by wire
or radio. This term includes services that enable two-way communication
between an individual who uses a text telephone or other nonvoice terminal
device and an individual who does not use such a device, speech-to-speech services,
non-English language relay service, and video relay service. TRS supersedes
the terms "dual party relay system", "message relay
services" and "TDD Relay".
"Text telephone" or "TTY" means a machine
that employs graphic communication in the transmission of coded signals through
a wire or radio communication system. TTY supersedes the term "TDD"
or "telecommunications device for the deaf" and "TT".
"Three-way calling" means a TRS feature that allows
more than two parties to be on the telephone line at the same time with the CA.
"Transliterate" means to verbally express a message
received by TTY or to send by TTY a verbal message received.
"Video relay service" or "VRS" means a
telecommunications relay service that allows people with hearing or speech
disabilities who use sign language to communicate with voice telephone users
through video equipment. The video link allows the CA to view and interpret
the party's signed conversation and relay the conversation back and forth with
a voice caller.
"Voice carry over" or "VCO" means a form
of TRS in which the person with the hearing disability is able to speak
directly to the other end user. The CA types the response back to the person
with the hearing disability. The CA does not voice the conversation. Two-line
VCO is a VCO service that allows TRS users to use one telephone line for
voicing and the other for receiving TTY messages. A VCO-to-TTY TRS call allows
a relay conversation to take place between a VCO user and a TTY user.
VCO-to-VCO allows a relay conversation to take place between two VCO users.
"Wireless carrier" has the meaning given to that
term in Section 10 of the Wireless Emergency Telephone Safety Act [50 ILCS 751].
(Source: Amended at 41 Ill.
Reg. 5446, effective May 5, 2017)
 | TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.15 DISPUTE PROCEDURES
Section 756.15 Dispute
Procedures
a) The system provider shall assign to one or more of its
personnel the duty of hearing any dispute by a relay service user. The personnel
shall consider the user's allegations and shall explain the user's situation
and system provider's assertions in connection therewith. The personnel shall
be authorized to act on behalf of the system provider in resolving the
complaint and shall be available during all hours for this duty.
b) The system provider shall direct its personnel engaged in
personal contact with the user seeking dispute resolution under the provisions
of this Part to inform the user of his/her right to have the problem considered
and acted upon by supervisory personnel of the relay service where any dispute
cannot be resolved.
c) Should a user express nonacceptance of the decision of
supervisory personnel, the supervisory personnel shall then inform the user of
his/her right to have the problem reviewed by ITAC, and shall furnish the user
with the telephone number and address of ITAC.
d) The system provider shall maintain a log of consumer
complaints and must retain the log until the next application for certification
by the FCC is granted. The log shall include, at a minimum, the date the
complaint was filed, the nature of the complaint, the date of resolution, and
an explanation of the resolution.
e) In cases where the dispute is not resolved, ITAC shall direct
its personnel to inform the user of his/her right to have the problem reviewed
by the Commission and shall furnish the user with the telephone number and
address of the Staff Liaison. In addition, ITAC shall offer the assistance of
the Advisory Council pursuant to Section 756.305(b).
f) Billing disputes
1) When a customer disputes a particular bill, the customer's telecommunications
carrier shall not discontinue service for nonpayment so long as the customer:
A) pays the undisputed portion of the bill;
B) pays all future periodic bills by the due date; and
C) enters into discussion with the customer's telecommunications
carrier to settle the dispute.
2) No late payment charge shall be charged on any disputed bill
paid within 14 days of resolution of the dispute if the complaint was filed
with the telecommunications carrier before the bill became past due.
g) Disputes arising under this Part shall also be governed by 83
Ill. Adm. Code 735.200.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.20 NOTICE (REPEALED)
Section 756.20 Notice (Repealed)
(Source: Repealed at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.30 WAIVER
Section 756.30 Waiver
If ITAC, on behalf of the
telecommunications carriers, determines that compliance with any portion of
this Part is technologically or financially infeasible, it may request a waiver
of such provision. A request for a waiver shall be made by petition and shall
set forth a full statement of the reason for the requested waiver. The burden
of proof in any request for a waiver shall be upon ITAC and ITAC must show,
among other things, that such modification would not violate any legislative
mandate. If the Commission grants such waiver, it may specify the period for
which such waiver is granted.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
SUBPART B: TELECOMMUNICATIONS CARRIER OBLIGATIONS
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.100 COMPONENTS OF RELAY SERVICE
Section 756.100 Components
of Relay Service
a) Each
telecommunications carrier shall provide intrastate service whereby a person
with a hearing or speech disability can communicate with voice telephone users
through the use of a trained CA or functionally equivalent technology. At a
minimum, relay service shall:
1) Provide
text-to-voice and voice-to-text relay service;
2) Be
capable of communicating with ASCII or Baudot format at any speed generally in
use;
3) Provide
speech-to-speech relay service;
4) Provide
Spanish language relay service;
5) Provide
VCO, two-line VCO, VCO-to-TTY, and VCO-to-VCO;
6) Provide
HCO, two-line HCO, HCO-to-TTY, HCO-to-HCO; and
7) Provide
access via the 7-1-1 dialing code to all relay services as a toll free call.
b) The
minimum requirements listed in this Section do not prevent ITAC from offering
more relay services, including but not limited to Video Relay Service and
Non-English language relay service.
c) TRS
providers are required to provide the following features:
1) Call
release functionality;
2) Speed
dialing functionality;
3) Three-way
calling functionality; and
4) Answering machine and voice mail retrieval.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.105 RELAY SERVICE EXECUTION AND ADMINISTRATION
Section 756.105 Relay
Service Execution and Administration
Each telecommunications carrier shall:
a) Fund the relay service in part through tariffed charges or,
when authorized to do so by Section 13-501(c) of the Act, through charges
included in a written service offering on its website to relay service users as
provided in Section 756.125(a). The telecommunications carriers shall derive
the balance of the relay service funding requirements from the revenues
collected as authorized by the Commission pursuant to Section 13-703(c) and (f)
of the Act;
b) Jointly administer the relay service through the ITAC, on
behalf of the carriers;
c) Direct the ITAC, on behalf of the carriers, to develop and
circulate, pursuant to the requirements of Section 756.115, a
Request-for-Proposal (RFP) for the provision of the relay system;
d) Direct the ITAC, on behalf of the carriers, to establish a
system provider selection procedure pursuant to the requirements of Section
756.115;
e) Direct the ITAC, on behalf of the carriers, to contract,
pursuant to Section 756.120, with a system provider for the provision of the
relay system;
f) Bill and collect charges for relay-assisted calls pursuant to
the requirements of Sections 756.125(a) and 756.220; and
g) Retain individual and collective responsibility for ensuring
the provision and maintenance of the relay service consistent with the
standards set forth in this Part.
(Source: Amended at 41 Ill.
Reg. 5446, effective May 5, 2017)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.110 PUBLICITY CONCERNING RELAY SERVICE
Section 756.110 Publicity
Concerning Relay Service
a) Telecommunications carriers or ITAC, on their behalf, shall
publicize the relay service to increase awareness of the availability and use
of all forms of TRS offered in Illinois. Efforts to educate the public about
TRS should extend to all segments of the public, including individuals who are
hard of hearing or speech disabled and senior citizens, as well as members of
the general population. Publicity shall include, at a minimum:
1) Annual bill inserts and notices published in the directories;
2) Placement of TRS instructions in telephone directories,
through directory assistance services, and incorporation of TTY numbers in
telephone directories; and
3) Ongoing education and outreach programs that publicize the
availability of TRS in a manner reasonably designed to reach the largest number
of consumers in a cost-effective manner.
b) Relay service information publicized by the telecommunications
carriers or ITAC, on their behalf, shall include the items listed in this
subsection. Each publication shall include all items whenever feasible and
consistent with the purpose of the publicity.
1) Relay service access numbers;
2) A description of the relay service functions offered, which
shall include, at a minimum, those prescribed in Section 756.100;
3) Statements of the full time availability of relay service; and
4) Statements advising that for the quickest response, TTY users
should directly contact their local 9-1-1 service in emergency situations, or
appropriate local emergency agencies in areas where 9-1-1 is not in service,
instead of employing the relay service to complete emergency calls, and explaining
the process defined in Section 756.205(e).
(Source: Amended at 41 Ill.
Reg. 5446, effective May 5, 2017)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.115 RFP SELECTION PROCESS
Section 756.115 RFP
Selection Process
a) The ITAC, on behalf of the carriers, shall develop and
circulate to prospective system providers an RFP for the provision of the relay
system through which telecommunications carriers shall provide the relay
service mandated by Section 13-703(b) of the Act and this Part.
1) The RFP shall require each respondent to submit a proposal for
the design, configuration and supply of a statewide relay system meeting or
exceeding the minimum specifications and standards prescribed in Sections
756.200, 756.205, 756.210 and 756.215.
2) The RFP shall require each respondent to supply, either
through direct provision or through the securing of services and facilities
provided by other entities, the following:
A) All relay center buildings, real estate, permits, rights-of-way
or clearances necessary to operate the relay system as specified in this Part;
B) All telecommunications trunks, cables or lines connected to the
relay center in order to receive or initiate telecommunications for the
purposes of providing the relay system as specified in this Part;
C) All telecommunications or other facilities and equipment
required in order to provide the relay system as specified in this Part;
D) All supplies, furniture or miscellaneous items required in
order to provide the relay system as specified in this Part; and
E) All personnel and the training of such personnel required in
order to staff and operate the relay system as specified in this Part.
3) The RFP shall state whether responses shall be based on a
cost-plus-fee or a fixed-cost type contract.
4) Prior to circulating the RFP to prospective system providers,
ITAC, on behalf of the carriers, shall file the RFP with the Commission for
approval, providing copies to the Advisory Council and Staff Liaison on the
file date.
A) The Advisory Council and Staff Liaison shall have the
opportunity to file comments on the RFP within 20 business days following the
file date of the RFP. The ITAC, on behalf of the carriers, shall be allowed
to respond to the comments within 10 business days following the close of the
comment period.
B) The Commission shall approve or disapprove the RFP for
circulation to prospective system providers by ITAC, on behalf of the carriers,
based upon the conformity of the RFP with the requirements of Section 13-703(b)
of the Act and this Part.
C) If the Commission disapproves the RFP, the Commission shall:
i) Specify those aspects which do not conform to the
specifications of this Part; and
ii) Direct ITAC, on behalf of the carriers, to revise the RFP in
regard to those elements.
5) System provider proposals shall be evaluated on the following
criteria:
A) The ability of a proposal to cost-effectively achieve the relay
system requirements prescribed by this Part;
B) A bidder's abilities to fulfill the conditions of its
proposal. The bidder shall be assessed according to its financial condition
(e.g., net worth, cash flow, and ability to raise capital); technical,
operational and managerial expertise; and past experience and level and quality
of performance.
C) A bidder's prior experience in providing relay services.
6) Each RFP will indicate a date, time, and place for prospective
system providers to submit a bid or proposal. Responses received late shall
not be considered.
7) All bids or proposals received prior to the time set for
opening shall be opened in public at the date, time, and place specified in the
RFP.
b) Evaluation procedure
1) Within two business days following the deadline for submission
of proposals by all parties, the ITAC, on behalf of the carriers, shall file
with the Commission and provide to the Advisory Council and Staff Liaison a
copy of each bid or proposal with a sworn statement by the president, a
vice-president or secretary of ITAC, on behalf of the carriers, stating that
said proposals are complete records and that they were received by ITAC under
seal which was not broken except as provided in subsection (a)(7);
2) If, after evaluating all proposals, the ITAC Board determines
that no proposals meet the requirements of Section 13-703(b) of the Act, this
Part, or the RFP, the ITAC, on behalf of the carriers, shall file with the
Commission notice of this determination and a report citing the specific
deficiencies of each proposal in adequately fulfilling the requirements of
Section 13-703(b) of the Act, this Part, or the RFP.
A) The Advisory Council and the Staff Liaison shall have the
opportunity to file comments on this report within 20 business days of filing
by ITAC, on behalf of the carriers. Comments in opposition to the ITAC, on
behalf of the carriers, determination shall cite and defend that proposal which
the commentator believes best meets or exceeds the requirements of Section
13-703(b) of the Act, this Part, and the RFP.
B) The ITAC Board shall have the opportunity to file a response to
the comments within 10 business days of the close of the comment period.
C) Based upon the requirements of Section 13-703(b) of the Act,
this Part, and the RFP, the Commission shall either:
i) approve the ITAC determination and direct ITAC to develop and
issue a new RFP according to the requirements of this Part, or to reissue its
prior RFP, or to request any or all bidders to supplement their proposals to
conform to the RFP; or
ii) deny the ITAC determination and specify a proposal which the
ITAC shall be directed to accept.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.116 COMMISSION APPROVAL OF PROPOSAL
Section 756.116 Commission
Approval of Proposal
a) If, after evaluating all proposals, the ITAC Board determines
that it is able to accept a proposal, it shall file a petition with the
Commission seeking approval of the proposal. As part of the petition, the ITAC
Board shall attach testimony supporting this determination and explaining the
rationale for its selection. The Commission shall set the matter for a
pre-hearing conference within 21 days of the filing of the petition.
b) The ITAC Board shall serve a copy of the petition and the
supporting testimony on the Advisory Council and the Staff Liaison at the time
of the filing with the Commission.
c) Based upon the requirements of the Act, this Part, and the
RFP, the Commission shall either:
1) Approve the ITAC selection and direct the Board to accept the
proposal. The Commission shall approve the selection if the proposal has been
shown to meet the relay service program standards and specifications of this
Part and to be the most cost-effective method of providing the service, as
required by Section 13-703 of the Act;
2) Deny the ITAC selection and specify another proposal that the
ITAC shall be directed to accept because it meets the relay service program
standards and specification of this Part and it is the most cost-effective
method of providing the service; or
3) Deny the ITAC selection and direct the Board to develop and
issue a new RFP, to reissue its prior RFP, or to request any and all bidders to
supplement their proposals to conform to the RFP.
d) The Commission shall issue an order on the petition for
approval within 150 days after the date of filing of ITAC's petition.
(Source: Added at 17 Ill. Reg. 12294, effective July 15, 1993)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.120 SYSTEM PROVIDER INTERACTIONS
Section 756.120 System
Provider Interactions
a) Upon Commission approval and ITAC acceptance of a proposal,
the ITAC and the selected respondent shall draft a contract in which each telecommunications
carrier shall concur as a party. The terms of the contract shall be consistent
with the conditions of the proposal. This contract shall be filed with the
Commission by a petition pursuant to 83 Ill. Adm. Code 200 and shall take
effect only upon Commission approval. The Commission shall approve the
contract if it is consistent with the specifications of Section 13-703(b) of
the Act, this Part, the RFP, and the selected proposal.
b) Upon Commission approval of the contract, the selected
respondent shall be designated as the system provider.
c) In addition to the provisions of subsection (a), the following
general conditions shall apply to the contract between ITAC, on behalf of the
carriers, and the system provider:
1) The system provider shall comply with the reporting
requirements in Section 756.215.
2) The ITAC, on behalf of the carriers, shall perform a yearly
evaluation of the system provider's operations to determine compliance with the
contract. The system provider shall be required to address any reported
service deficiencies.
3) The contract shall state the terms under which it may be amended.
4) The contract shall state the terms under which it may be
unilaterally terminated by ITAC or the system provider.
d) At least 14 months prior to the termination of an approved
contract, ITAC, on behalf of the carriers, shall file a new RFP with the
Commission pursuant to Section 756.115, for the provision of a relay system.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
ADMINISTRATIVE CODE TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756 TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.125 FILING REQUIREMENTS
Section 756.125
Filing Requirements
In addition to the filing
requirements prescribed in other Sections of this Part, the following filing
requirements shall apply:
a) Each telecommunications carrier shall file a
tariff or include a written service offering on its website:
1) Providing a description of the relay service
functions offered, that shall include, at a minimum, those mandated in Section
756.100; and
2) Setting forth the basis for rates that shall be
charged for relay-assisted calls.
A) Local TRS payphone calls shall be free.
B) TRS users shall not be charged for local calls
placed or received through the relay system. For calls other than local calls,
TRS users shall pay rates no greater than the rates paid for functionally
equivalent voice communication services with respect to those factors as the
duration of the call, the time of day, and the distance from the point of
origination to the point of termination.
C) Any discounts that would apply to a direct call
between the originating and terminating points on the same day, time and
duration of the relay-assisted call shall be applied to the charges billed for
the relay-assisted call.
D) Access via the 7-1-1
dialing code to all relay services shall be toll free.
b) Each IXC shall file a tariff or include a written
service offering on its website setting forth the basis for rates that shall be
charged for relay-assisted calls that originate and terminate in different
exchanges and that, if dialed directly without intervention by the relay
service, would have been transmitted by an IXC.
1) TRS users shall pay rates no greater than the
rates paid for functionally equivalent voice communication services with
respect to such factors as the duration of the call, the time of day, and the
distance from the point of origination to the point of termination.
2) Access via the 7-1-1
dialing code to all relay services shall be toll free.
3) Any discounts that would apply to a direct call
between the originating and terminating points on the same day, time and
duration of the relay-assisted call shall be applied to the charges billed for
the relay-assisted call.
c) The ITAC, on behalf of the carriers, shall file
an annual report with the Commission (to be filed no later than April 30 of
each year) that shall contain the following information:
1) Updates on administration procedures for the
relay service;
2) A description of program activities of the past
year;
3) A description and brief evaluation of program effectiveness;
and
4) As an appendix, the annual report provided by the
system provider to the ITAC per the requirement of Section 756.215.
(Source: Amended at 41 Ill.
Reg. 5446, effective May 5, 2017)
|
SUBPART C: RELAY SERVICE PROGRAM STANDARDS AND SPECIFICATIONS
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.200 RELAY SERVICE GENERAL QUALITY STANDARDS
Section 756.200 Relay
Service General Quality Standards
Service provided under this Part
shall conform to 83 Ill. Adm. Code 730 or 737, as applicable, unless
specifically indicated otherwise in this Part. In addition, no rule in this
Part is intended to discourage or impair the development of improved technology
that fosters the availability of telecommunications to persons with
disabilities.
(Source: Amended at 41 Ill. Reg. 5446, effective May 5, 2017)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.205 RELAY SERVICE OPERATIONS AND SPECIFICATIONS
Section 756.205 Relay
Service Operations and Specifications
a) TRS as described in Section 756.100(a) shall operate at all
times for all Illinois exchanges. Relay services that are not mandated as
described in Section 756.100(b) by the FCC need not be provided at all times.
b) TRS shall have redundancy features functionally equivalent to
the equipment in normal central offices, including uninterruptible power for
emergency use.
c) TRS shall be designed to handle on a statewide basis the
current calling volume, with capabilities to alter the facilities to handle the
projected volume of calls.
d) At a minimum, TRS shall be accessed by callers via the 7-1-1 dialing
code and a toll-free telephone number. The same toll-free telephone number
shall be available to the Illinois relay system regardless of the relay system
provider. Callers shall be required to dial (enter) no more than 11 digits in
order to access the relay system.
e) TRS
shall have a system for incoming emergency calls that, at a minimum,
automatically and immediately transfers the caller to an appropriate PSAP. An
appropriate PSAP is the designated PSAP to which a direct call from the
particular number would be delivered. In addition, a CA must pass along the
caller's telephone number to the PSAP when a caller disconnects before being
connected to emergency services.
f) TRS
users shall have access to their chosen interexchange carrier through the TRS
and to all other operator services, to the same extent that access is provided
to standard telephone users.
g) TRS
shall transmit conversations between TTY and voice callers in real time. The
relay service shall accept calls that can be dialed directly by a CA at the
request of the originating caller. Specifically, the CA shall accept and
complete TRS calls with the ability to transliterate text messages to voice and
voice messages to text.
h) TRS shall ensure adequate TRS facility staffing to provide
callers with efficient access under projected calling volumes, so that the
probability of a busy response due to CA unavailability shall be functionally
equivalent to what a voice caller would experience, as defined in 83 Ill. Adm.
Code Part 730.520, in attempting to reach a party through the voice telephone
network.
i) TRS facilities shall, except during network failure, answer
85% of all calls within 10 seconds by any method that results in the caller's
call immediately being placed, not put in a queue or on hold. The 10 seconds
begins at the time the call is delivered to the TRS facility's network. The
call is considered delivered when the TRS facility's equipment accepts the call
from the local telecommunications carrier and the public switched network
actually delivers the call to the TRS center. Abandoned calls shall be
included in the speed-of-answer calculation. A TRS provider's compliance with
this subsection shall be measured on a daily basis. The system shall be
designed to a P.01 standard. A telecommunications carrier shall provide the
call attempt rates and the rates of calls blocked between the telecommunications
carrier and the TRS facility to relay administrators and the TRS providers upon
request.
j) Consistent with the obligations of telecommunications carrier
operators, CAs are prohibited from refusing single or sequential calls or
limiting the length of calls utilizing relay services.
k) TRS shall be capable of handling any type of call normally
provided by carriers unless the FCC determines that it is not technologically
feasible to do so. Relay service providers have the burden of proving the infeasibility
of handling any type of call.
l) CAs
must alert the TRS user to the presence of a recorded message and interactive
menu through a hot key on the CA's terminal. The hot key will send text from
the CA to the consumer's TTY indicating that a recording or interactive menu
has been encountered. Relay providers shall electronically capture recorded
messages and retain them for the length of the call. Relay providers may not
impose any charges for additional calls, which must be made by the relay user
in order to complete calls involving recorded or interactive messages.
m) TRS
shall be capable of handling pay-per-call calls.
n) The system provider shall be permitted to decline to complete
a call because credit authorization is denied.
o) A TRS facility shall ensure that adequate network facilities
shall be used in conjunction with TRS so that, under projected calling volume,
the probability of a busy response due to loop trunk congestion shall be
functionally equivalent to what a voice caller would experience, as defined in
83 Ill. Adm. Code 730.520, in attempting to reach a party through the voice
telephone network.
p) TRS
facilities are permitted to use SS7 technology or any other type of similar
technology to enhance the functional equivalency and quality of TRS. TRS
facilities that utilize SS7 technology are independently subject to the Calling
Party Telephone Number rules set forth at 47 CFR 64.1600 to 64.1604.
q) When
a TRS facility is able to transmit any calling party identifying information to
the public network, the TRS facility must pass through, to the called party, at
least one of the following: the number of the TRS facility, 7-1-1, or the
10-digit number of the calling party.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.210 COMMUNICATIONS ASSISTANT STANDARDS
Section 756.210
Communications Assistant Standards
a) TRS providers are responsible for requiring that all CAs shall
be sufficiently trained to effectively meet the specialized communications
needs of individuals with hearing and speech disabilities. The system provider
may request such training from organizations with prior experience in the
provision of services to persons with disabilities. In addition, each CA shall
have competent skills in typing, grammar, spelling, interpretation of
typewritten ASL, and familiarity with hearing and speech disability cultures,
languages and etiquette. CAs must possess clear and articulate voice
communications. CAs must provide a typing speed of a minimum of 60 words per
minute. Technological aids may be used to reach the required typing speed.
Providers must give oral-to-type tests of CA speed. TRS providers are
responsible for requiring that VRS CAs are qualified interpreters.
b) CAs are prohibited from disclosing the content of any relayed
conversation regardless of content and, with a limited exception for STS CAs,
from keeping records of the content of any conversation beyond the duration of
a call.
1) Except for purposes of billing calls and as otherwise required
or permitted by law, CAs shall not reveal information about any call,
including the fact that the call occurred.
2) At
the request of the user, STS CAs may retain information from a particular call
in order to facilitate the completion of consecutive calls. The caller may
request the STS CA to retain such information, or the CA may ask the caller if
he wants the CA to repeat the same information during subsequent calls. The CA
may retain the information only for as long as it takes to complete the
subsequent calls.
3) Appropriate
measures must be taken by relay providers to ensure that confidentiality of VRS
users is maintained.
4) When training new CAs by the method of sharing past
experiences, the trainers shall not reveal any of the following information:
A) Names, genders, or ages of the parties to the call;
B) Originating or terminating points of call; and
C) Specifics of the information conveyed in the call.
c) CAs are prohibited from altering a relayed conversation and,
to the extent that it is not inconsistent with federal, State, or local law
regarding the use of telecommunications carrier facilities for illegal
purposes, must relay all conversations verbatim unless the relay user
specifically requests summarization, or the user requests interpretation of an
ASL call. An STS CA may facilitate the call of an STS user with a speech
disability so long as the CA does not interfere with the independence of the
user, the user maintains control of the conversation, and the user does not object.
d) CAs shall not counsel, advise or interject personal opinions
or additional information into any communication which they are translating.
e) Any paper printouts made at a relay center of communications
conducted over the relay service shall be destroyed at the completion of the
call except as otherwise required or permitted by law.
f) No CA shall disconnect a call against the wishes of the
originating and terminating parties without first obtaining the permission of
the CA's supervisor. In the instance that a call is terminated, the supervisor
shall log the reason for the termination and sign the log. The supervisor
shall authorize such disconnections only in instances in which the caller is
abusive to or intentionally uncooperative with the CA.
g) All
CA calls shall be carefully supervised. Disconnects shall be made promptly at
the end of each call.
h) CAs
answering and placing a TTY-based TRS or VRS call must stay with the call for a
minimum of 10 minutes. CAs answering and placing an STS call must stay with the
call for a minimum of 15 minutes.
i) TRS
providers must make best efforts to accommodate a TRS user's requested CA
gender when a call is initiated and, if a transfer occurs, at the time the call
is transferred to another CA.
j) Relay
providers must offer STS users the option to maintain at the relay center a
list of names and telephone numbers that the STS user calls. When the STS user
requests one of these names, the CA must repeat the name and state the
telephone number to the STS user. This information must be transferred to any
new STS provider.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.215 SYSTEM PROVIDER REPORTING REQUIREMENTS
Section 756.215 System
Provider Reporting Requirements
a) The system provider shall maintain its records of relay
service operations so as to permit review and determination of relay service
results. Such records shall be made available during normal business hours for
inspection by an individual telecommunications carrier, the ITAC, the
Commission, the Advisory Council, or the Staff Liaison.
b) The system provider shall perform traffic studies and maintain
records to the extent and frequency necessary to determine that the
requirements of this Part and the contract are being met.
c) The system provider shall provide to the ITAC an annual report
of operations, traffic patterns and accounting details of the relay system.
The annual report shall be submitted to ITAC no later than February 28 of each
year.
d) The ITAC, on behalf of the carriers, is obligated to review
the relay system operations in order to assure the furnishing of service in
accordance with the standards set forth in this Part.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.220 RELAY SERVICE BILLING AND COLLECTION PROCEDURES
Section 756.220 Relay
Service Billing and Collection Procedures
a) Any disputes or customer refusals to pay charges assessed for
relay-assisted calls shall be governed by Section 756.15.
b) Uncollectible charges for relay-assisted calls shall be
determined and treated the same as a telecommunications carrier's or IXC's other
uncollectible charges.
c) Nonpayment of charges for relay-assisted calls shall be
treated the same as nonpayment of other monthly charges collected from
customers by telecommunications carriers or IXCs.
d) All billing for TRS shall comply with the requirements of
Section 756.125(a) and (b).
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.225 RELAY SERVICE REVENUES
Section 756.225 Relay
Service Revenues
a) Each telecommunications carrier shall remit to ITAC the
revenues collected each month pursuant to Section 13-703(c) of the Act. Each
Interconnected VoIP provider and each wireless carrier, with the exception of
prepaid wireless telecommunications services, shall remit to ITAC the revenues
collected each month pursuant to Section 13-703(f) of the Act. Each seller of
prepaid wireless telecommunications services shall collect from its customers
an assessment, as required by Section 13-703(f) of the Act and ordered by the
Commission, and remit the assessment to the Illinois Department of Revenue.
The Commission will distribute to ITAC amounts available to the Commission for
distribution to ITAC, from remittances to the Illinois Department of Revenue,
pursuant to Section 13-703(f).
b) From those revenues ITAC, on behalf of the carriers, shall pay
the system provider for any fees or charges due under the contract specified in
Section 756.120.
(Source: Amended at 41 Ill.
Reg. 5446, effective May 5, 2017)
SUBPART D: OVERSIGHT AND REVIEW
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.300 STAFF LIAISON
Section 756.300 Staff
Liaison
a) The Executive Director of the Illinois Commerce Commission
shall appoint one Staff member to act as Staff Liaison to the programs required
by Section 13-703 of the Act. The Staff Liaison shall serve as a contact
person and advisor to the Advisory Council for the relay system program.
b) The
Staff Liaison shall maintain a log of consumer complaints about TRS and must
retain the log until the next application for FCC certification is granted.
The log shall include, at a minimum, the date the complaint was filed, the
nature of the complaint, the date of resolution, and an explanation of the
resolution. Summaries of the logs must be submitted annually to the FCC and at
the time of certification.
c) The
name of the Staff Liaison as contact person or office for TRS consumer
information and complaints about intrastate TRS shall be submitted to the FCC.
This submission must include, at a minimum, the name and address of the State
office that receives complaints, grievances, inquiries and suggestions, voice
and TTY telephone numbers, fax number, e-mail address, and physical address to
which correspondence should be sent.
d) The
Staff Liaison shall be responsible for the compilation and coordination of the
FCC filing for State relay certification or recertification. In addition, the
Staff Liaison is responsible for coordination of the notification to the FCC of
substantial changes in the State's TRS program within 60 days after the changes
occur.
(Source: Amended at 28 Ill.
Reg. 6974, effective May 1, 2004)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.305 ADVISORY COUNCIL RIGHTS
Section 756.305 Advisory
Council Rights
a) ITAC and the telecommunications carrier shall serve notice of
all filings, reports, or other information pertaining to the relay service
provided to the Commission on the chairperson of the Advisory Council.
b) Upon the receipt of complaints concerning the relay service,
the system provider, ITAC or the telecommunications carrier staff shall inform
the complainant that if the complainant remains dissatisfied in the
complainant's dispute, the complainant may contact the Advisory Council. The
system provider, ITAC, or the telecommunications carrier staff shall provide
the complainant with the name, telephone number and business address of
designated members of the Advisory Council and inform the recipient that the
Advisory Council may be able to aid the complainant in the complainant's
dispute.
(Source: Amended at 41 Ill.
Reg. 5446, effective May 5, 2017)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 756
TELECOMMUNICATIONS RELAY SERVICES
SECTION 756.310 BIANNUAL WORKSHOP
Section 756.310 Biannual
Workshop
The Staff Liaison shall include
a review of the relay service program's development on its agenda for the
biannual workshop required by 83 Ill. Adm. Code 755.415.
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