Ofcom's advice on your next step

Advice for Disabled People -
Using telephone, mobile or internet services

Under Ofcom rules, telephone companies that provide voice telephone services are obliged to provide a number of services for customers with disabilities.

These include:

• Access to a relay service - This service offers live text-speech translation services for people who need to use textphones. Users are frequently people who are deaf or have severe hearing loss but other users include people with difficulties with speech.

If you want to use a relay with mobile phone services you should ask your provider how the service is implemented as providers vary, For example, Vodafone uses an integrated terminal, whereas Orange, O2 and T-mobile require a separate device with a keyboard and modem. 3 will be offering similar services by early 2007.

• Free directory enquiries and onward connection - This service is available for end-users unable to use a printed directory - usually people who are blind or with visual difficulties, but also people with dexterity problems. The service is PIN-protected and is provided by BT and Cable & Wireless by dialling 195. BT has 250,000 subscribers to its 195 service.
• Priority fault repair - This service is available to disabled customers who need urgent repair and is charged at standard rates.
• Nominated third-party scheme - This service enables nominated persons to act on the behalf of another person who is unable to look after their own affairs – perhaps because they are in hospital for a long-stay. It is comparable to a limited power of attorney and means that someone else can manage a persons phone bills etc.
• Bills and contracts in alternative formats - This service provides bills and contracts in alternative formats for people who have difficulty reading convential bills. The service is available to blind people, others with visual impairments, but alsothose with cognitive difficulties. Bills can be reprodeced in formats such as large print, braille, or talking bills/ bills on disc.

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