Ofcom launches consultation to approve 999 video relay provider

The communications regulator Ofcom has published a consultation on its plans to approve Sign Language Interactions (SLI) as a provider of a new 999 video relay service (VRS) for Deaf people.

In a document published on Wednesday, Ofcom said its provisional view is that the Glasgow-based company – owners of BSL Health Access co-founder InterpreterNow – “meets, and should be capable of meeting on an ongoing basis, all the approval criteria”.

The criteria was set out by the watchdog in June, and covers areas such as accountability and reporting, access and service quality.

Ofcom added: “Following this consultation, we will consider any consultation responses that we receive by the closing date before reaching a final decision on whether to approve SLI’s proposed service as an emergency video relay service.

“We aim to publish our final decision in January 2022, ahead of the emergency video relay provision requirement coming into effect on 17 June 2022.”

 

They continue to say that MMX – the platform used by SLI  – is “fully accessible via a range of current (and emerging) devices”. Their service would be available 24 hours a day all year, run at speeds “equivalent to voice communications” and offer text communication alongside video relay.

The VRS would be provided on a dedicated website and a free app which is compatible with iOS, Android and Windows. Instructions will be provided in both BSL and English and users will have the option of registering for the service, though this won’t be required in order to access it.

SLI confirmed that all interpreters working for the service would be on the NRCPD register with “at least three years post-qualification experience in a range of settings”, and have a clear DBS check which was received in the last two years.

They would also work in a room with restricted access (a standard door which can be closed) which is well-lit and soundproofed, as per the guidance. Where possible, the interpreter would complete calls lasting longer than 30 minutes, exercising their “professional judgement” on when and how to bring in a second interpreter to support them in “highly charged situations”.

SLI said their systems have “sufficient technical resilience and resources to provide an uninterrupted service”, promising that 95% of emergency VRS calls will receive a response within five seconds.

All video conversations through the service will be recorded in line with Ofcom’s approval criteria, with SLI saying this would be “in line with the retention periods for emergency voice calls”, stored “safely, securely and accurately” in accordance with standards for phone calls.

“SLI also stated it would comply with all applicable data protection and privacy laws,” Ofcom added.

The consultation is now open until 5pm on 17 December 2021, with BSL responses also welcomed.

Photo: Ofcom.

By Liam O’Dell. Liam is an award-winning Deaf freelance journalist and campaigner from Bedfordshire. He can be found talking about disability, theatre, politics and more on Twitter and on his website.