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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, complaint, or expressing a concern:

  • 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:

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

Options for Filing a Complaint or Commendation

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

  • 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_us/index.php

  • 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

ASL Consumer Support Line: Call 844-4-FCC-ASL (844-432-2275) or 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 Internet Protocol (IP) 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 speech disabiled and use TRS.  By working together, the FCC, law enforcement, informed businesses and TRS 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.

For information on steps that business can take to protect themselves against fraud, please see the FCC Consumer Advisory on Doing Business Using IP Relay, available online at http://transition.fcc.gov/cgb/consumerfacts/iprelayfraud.pdf.

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.

Business Is Hanging Up on Relay Calls

Many businesses unknowingly hang-up when they receive a Minnesota Relay call because they think it is a telemarketer, because they are concerned that they will be defrauded, or because they don’t understand how a telephone call through Minnesota Relay works.

If you have tried to contact a business through Minnesota Relay but the business hung up on you or wouldn’t accept your call, please complete the Business Hanging Up on Your Relay Call form (.pdf) and fax or mail it to us.  We will contact the business and provide them with information on how to accept and place a relay call.  By educating businesses, relay users experience less hang ups on their calls.

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, concerns, or complaints

Voice: 651-602-9005 or 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
Phone: 218-291-1120 (voice/TTY)
Fax: 218-291-1154

Contacts

Minnesota Department of Commerce - TAM Program
85 7th Place East, Suite 600
St. Paul, MN 55101-3165
Voice: 651-539-1884 / 1-800-657-3775
Fax: 651-539-0109
E-mail: mn.relay@state.mn.us
Web site: www.mnrelay.org

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

Sprint Relay’s 24-hour Customer Service
Voice/TTY: 1-800-676-3777
E-mail: Sprint.TRSCustServ@sprint.com
Online: www.sprintrelay.com/contact_us/index.php
Fax: 1-877-877-3291
En Español: 1-800-676-4290

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