WAC 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.