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Telecommunications Relay Service: Stakeholder Review: Terms of Reference

[ Last Updated 13 February 2006 ]

February 2006

Available as: Telecommunications Relay Service Stakeholder Review: Terms of Reference [67 kB PDF]

1. Purpose

The purpose of the review is to investigate and report on the degree to which the services specified and made available under the Telecommunications Relay Services (TRS) TSO Deed are meeting the needs of end users.

The review includes the identification of potential service refinements and enhancements that need should be considered in service development planning by the TRS Provider.

2. Review Scope

The review is to cover operation of the TRS system and the textphone pool from 15 November 2004 to 15 November 2005.

1. Service Performance

Study Area Key Contributors
a. Provider compliance against standards of service measures Commerce Commission
b. International benchmarking comparisons with Australia, UK, US Federal Relay Service, Sweden MED contractor
c. TRS user survey Sprint
Market research firm
d. Statistics on user complaints Sprint

2. Service Development

Study Area Key Contributors
a. Relay call refusals Sprint, MED
b. Range and functionality of services New Zealand Relay Advisory Group (NZRAG), users
c. Relay in Māori language MED, NZRAG, users
d. Relay access from public places Sprint, NZRAG
e. Service trials (Internet Relay and STS) NZRAG, users

3. Effectiveness of Outreach

Study Area Key Contributors
a. Public awareness User groups, NZRAG, public
b. Deaf community User groups, NZRAG, public
c. DeafBlind community User groups, NZRAG, public
d. Hearing-impaired community User groups, NZRAG, public
e. Speech-impaired community User groups, NZRAG, public

3. Review Process

Information Gathering and Analysis Phase – Collecting input data and results of various studies and pieces of research.

Reporting Phase – Compiling report of findings and consulting with interested parties

The review report compiled will summarise inputs, analysis and conclusions of the review and include an executive summary. The report is expected to comprise 15–20 pages.

The review is to be coordinated by the Ministry of Economic Development with Crown funding through the budget appropriation for administration of supply agreements facilitating relay service access.

4. Consultation

The key stakeholders who will be consulted are:

  • TRS Users
  • New Zealand Relay Advisory Group
  • Input from user organisations including:
    • Association of Blind Citizens of New Zealand
    • AUT (New Zealand Sign Language tutoring)
    • Cerebral Palsy Society
    • Deaf Association of New Zealand
    • Deaf Blind NZ
    • Deaf Education Aoteoroa NZ
    • Deaf Mental Health Service
    • Deaf Sports Federation of New Zealand (Inc)
    • DEAFinitely Youth Group
    • Disabled Persons Assembly
    • Federation of Parents of Deaf Children
    • Head Injury Society
    • Hearing Dogs for Deaf people New Zealand
    • IHC
    • Kelston Deaf Education Centre
    • Multiple Sclerosis Society of New Zealand
    • National Foundation of the Deaf
    • New Zealand Sign Language Interpreters Association of New Zealand
    • New Zealand Sign Language Tutors Association
    • New Zealand Association of Occupational Therapists
    • New Zealand Audiological Society
    • New Zealand Deaf Sports Association
    • New Zealand Federation for Deaf Children
    • New Zealand Medical Association
    • New Zealand Society of Translators and Interpreters
    • New Zealand Speakeasy Association
    • New Zealand Speech Language Therapists Association
    • NZCCS National office
    • Royal New Zealand Foundation of the Blind
    • Stoke foundation
    • Talklink Communication Centre
    • The Dyspraxia Centre
    • The Hearing Association Inc. New Zealand
    • Van Asch Deaf Education Centre
    • Victoria University Deaf Studies Unit
  • Input from government agencies including:
    • Health and Disability Commission
    • Human Rights Commission
    • Ministry of Economic Development
    • Ministry of Health, Disability Services Directorate
    • Ministry of Social Development
    • New Zealand Police
    • Office for Disability Issues
    • Office of the Privacy Commissioner
    • Commerce Commission
    • Veterans Affairs New Zealand
  • Input from private companies and organisations including:
    • Telecommunications Carriers' Forum
    • TSO liable persons

5. Timing

Draft report to be circulated to key stakeholders in March 2006.

Final report is expected to be issued in April 2006.

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