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Customer Service


Complaints and Commendations


Minnesota Relay strives to provide the best relay services available and we appreciate feedback about your experience with using our relay services. Please have the following information available when filing a commendation or complaint:

  • Communications Assistant (CA) ID Number
  • Date of the relay call
  • Time of the relay call
  • Nature of commendation, complaint, or concern

What is Considered a Complaint


Technically, a complaint is anything that violates the federal Telecommunications Relay Services (TRS) regulations.  Examples include:

  • The CA typed too slowly (CAs are required to type at least 60 wpm).
  • The call flow was disrupted when the relay changed CAs 5 minutes into the call (CA are required to stay with the call for a minimum of 10 minutes; STS CAs must stay on call for a minimum of 20 minutes).
  • I wasn’t able to use my preferred long distance carrier for relay calls (the requirement is that TRS uses shall have access to their chosen interexchange carrier).
  • The CA didn’t follow my call set-up instructions.
  • My relay call was disconnected.
  • There were too many errors on my relay call (typing errors on TTY or CapTel calls).

Options for Filing a Commendation or Complaint


Minnesota Relay users have the following options for filing a commendation or complaint:

  • The relay user may request to speak to a relay supervisor during or immediately after a call.  In addition, the CA has the capability to transfer the caller directly to Sprint’s Customer Service department.

  • Sprint’s 24-hour Customer Service:
    Voice/TTY: 1-800-676-3777
    E-mail: Sprint.TRSCustServ@sprint.com
    Online: www.sprintrelay.com/contact

  • CapTel’s 24-hour Customer Service (excluding holidays):
    Voice/CapTel/TTY: 1-888-269-7477
    E-mail: CapTel@CapTel.com
    Online: www.captel.com/contact-us.php

  • Minnesota Relay Outreach Office:
    Voice: 651-602-9005 / 1-800-657-3775
    TTY: 1-888-206-6555
    VP: 651-964-1514 / 1-866-635-0082
    E-mail: mn.relay@state.mn.us

  • TAM Administrator:
    Voice: 651-539-1884 / 1-800-657-3599
    E-mail: mn.relay@state.mn.us

  • The Federal Communications Commission’s Consumer Center:
    Voice: 1-888-CALL-FCC (1-888-225-5322)
    TTY: 1-888-TELL-FCC (1-888-835-5322)
    Fax: 1-866-418-0232
    Online: www.fcc.gov/complaints

  • The Federal Communications Commission’s ASL Video Consumer Support Line:
    844-4-FCC-ASL (844-432-2275) / 202-810-0444

    • The FCC has launched a video consumer support service, the ASL Consumer Support Line, specifically designed to enable consumers who are deaf and hard of hearing to engage in a direct video call with a consumer specialist at the FCC.

    • The ASL Consumer Specialist is able to assist consumers with filing informal complaints.  In addition, the Specialist can help consumers obtain information in response to inquiries on a wide range of disability-related matters, such as telecommunications relay service (TRS), closed captioning and access to emergency information on television, and general telecommunication matters, such as slamming, Do-Not-Call telemarketing violations and broadband services.

The Federal Communications Commission (FCC) requires that each state file an annual report regarding relay service complaints.  All complaints are documented, including how and when the complaint was reported and resolved.

Complaints Regarding Internet-Based Relay Services


Internet-based relay services, such as VRS, IP Relay, WebCapTel, IP Captioned Telephone Services, and so forth are not under the state’s jurisdiction (we do not have legal authority over these services). Internet-based relay services are overseen by the Federal Communications Commission’s (FCC’s). If you have a complaint regarding an Internet-based relay service, please contact the Internet-based relay provider that handled your call (e.g. AT&T, CSDVRS, Hamilton, Purple, Sorenson, Sprint, etc.), or you may contact the FCC at 1-888-225-5322 (voice), 1-888-835-5322 (TTY), or online at www.fcc.gov/complaints.

Suspected Fraudulent Business Transactions Via Relay


People without disabilities who are posing as deaf or hard of hearing consumers are misusing IP Relay to perpetrate fraud, often by using stolen or fake credit cards.

We remind businesses that if they accept calls, receive orders, or do business by phone with the public, the ADA requires them to accept calls, receive orders, and do business by phone with members of the public who are deaf, hard of hearing, or who have a speech disability and use Relay services. By working together, the FCC, law enforcement, informed businesses and Relay providers can combat fraud and ensure that people who are deaf, hard of hearing, or who have a speech disability have equal access to the products and services any business has to offer.

If you are concerned about fraudulent business transactions through relay services, please view the FCC’s Guide on Internet Protocol Relay Fraud for steps that you can take to protect your business.

If you have been a victim of fraud or attempted fraud, you can report it directly to the Federal Trade Commission (FTC) at www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357).  You can also report such activities to state law enforcement agencies.  Further, you can file complaints and information regarding Internet crimes with the Federal Bureau of Investigation (FBI) at www.ic3.gov/default.aspx.

Presentations and Trainings


Minnesota Relay’s outreach office is available to:

  • provide information on services offered through Minnesota Relay
  • provide brochures and call instructions
  • provide free presentations and training on Minnesota Relay services
  • address questions or concerns

Voice: 651-602-9005 / 1-800-657-3775
TTY: 1-888-206-6555
VP: 651-964-1514 / 1-866-635-0082
E-mail: mn.relay@state.mn.us
Fax: 651-431-7587

Applying for a Job at the Minnesota Relay Call Center


The Minnesota Relay call center is located in Moorhead, MN, and is operated by Communication Service for the Deaf (CSD).  To apply for a job as a Communications Assistant at the Moorhead center, please contact:

Minnesota Relay Center
800 Holiday Drive, Suite #260
Moorhead, MN 56560
Voice/TTY: 218-291-1120
Fax: 218-291-1154

Contacts

Minnesota Department of Commerce – TAM Program
85 7th Place East, Suite 500
St. Paul, MN 55101-3165
Voice: 651-539-1884 / 1-800-657-3775
Fax: 651-539-0109
E-mail: mn.relay@state.mn.us

Minnesota Relay Outreach
Voice: 651-602-9005 / 1-800-657-3775
TTY: 1-888-206-6555
Video Phone: 651-964-1514 / 1-866-635-0082
Fax: 651-431-7587
E-mail: mn.relay@state.mn.us

Sprint Relay’s 24-hour Customer Service
Voice/TTY: 1-800-676-3777
Speech-to-Speech Users: 1-877-787-1989
En Español: 1-800-676-4290
Fax: 1-877-877-3291
E-mail: Sprint.TRSCustServ@sprint.com
Online: www.sprintrelay.com/contact

CapTel’s 24-hour Customer Service (excluding holidays)
Press the blue CUST SERV button on you CapTel phone
Voice/CapTel/TTY: 1-888-269-7477
En Español: 1-866-670-9134
Fax: 1-608-204-6167
E-mail: CapTel@CapTel.com
Online: www.captel.com/contact-us.php
Online Chat: www.captel.com/customer-service.php