Deaf News: Ofcom delays plans for 999 BSL video relay service

Proposals for a video relay service for British Sign Language signers to contact emergency services have been delayed, it has been revealed.

The news comes after the regulator published a consultation in December 2019, in which they said that such a service would lead to “faster and more accurate” calls to 999, as well as “increased dignity and peace of mind” for BSL signers.

However, in a statement on Tuesday, the organisation wrote a statement would be published “in due course”, as they continue to work with the industry on how to best deliver their proposal.

Speaking to The Limping Chicken, an Ofcom spokesperson added: “There was widespread support for our emergency video relay proposal from both the communications sector and from deaf people.

“However, some implementation issues were raised such as how the emergency video relay supplier and any wholesaler would recover their costs and what would happen if there was more than one approved emergency video relay supplier.

“We remain committed to emergency video relay and plan to re-consult as soon as possible to resolve these issues before publishing our final decision on this measure.”

They also said that for emergency video to work, a cost-sharing mechanism would need to be established, with someone issuing bills and collecting money to pay for the service.

The spokesperson continued to say that Ofcom believes that introducing a wholesaler would be an efficient way to do so, and are discussing with industry members about whether a company is willing to take on this specific role.

This wholesale model is currently used with voice calls to 999, as well as text relay and emergency SMS, which are the only two ways for deaf people to contact the emergency services at present.

Meanwhile, a video relay service for non-emergency healthcare settings, BSL Health Access, was set up in April, with funding coming from the deaf health charity SignHealth.

The provision, which was set up in less than a week, has received more than 20,000 calls since.

Responding to Ofcom’s latest statement, SignHealth’s Chief Executive James Watson-O’Neil called on the watchdog not to delay the proposals any further.

He said: “SignHealth has been working with other deaf organisations and Ofcom for more than a year to ensure deaf people’s access to 999 emergency services in British Sign Language.

“While it’s positive to see that Ofcom remain committed to emergency video relay it is disappointing that, having already been significantly delayed by COVID, Ofcom’s latest announcement just delays progress even further.

“SignHealth has been reassured by Ofcom that this delay will be short but we would urge Ofcom to bear in mind that deaf people need access to emergency services in British Sign Language now.”

Elsewhere, a Freedom of Information (FOI) request published online has revealed that a potential video relay service for 999 calls was discussed at the National Police Chief’s Council in January.

The meeting document, shared by deaf journalist Josh Salisbury, reads: “Providing this service ensures equal access to contact emergency services by adding a further method of contact, allowing a communication mode of choice. Without it, D/deaf people are left at risk of harm and isolation.

“It will ensure services are complying with legislation including the Equality Act 2010 and in particular European Electronic Communications Code (EECC) set to be implemented within UK law by December 2020 (equivalent access for disabled users of communication services).”

The FOI response also contained a paper from the UK Police Link Officers for Deaf People (UK PLOD), which said that a national video relay service for 101 or 999 shared across all services would, in effect, “be extremely cost effective per force/service”.

By Liam O’Dell. Liam is a mildly deaf freelance journalist and campaigner from Bedfordshire. He wears bilateral hearing aids and can be found talking about disability, theatre, politics and more on Twitter and on his website.