UK Council on Deafness

Customer Charter

A guide for deaf people on accessing services using a video interpreter

Customer Charter
When you see this symbol:

1. A video interpreting service is available between 10am and 4pm unless otherwise indicated.
2. Members of staff are aware of the video interpreting service and know how to operate the system.
3. Members of staff are deaf aware.
4. The service provider will only use the VI service when appropriate.
5. The customer has the right to refuse the VI service, and request an alternative.
6. The picture and sound are of a high quality.
7. The video interpreter is qualified and registered in the UK.
8. The participants can end the meeting if they feel that it is not effective to continue.
9. The service provider will not charge the customer for the video interpreting service.
10. An accessible complaints procedure is in place for the customer.

Background

This document describes the level of service that you can expect when you see the video interpreter symbol.

The video interpreting symbol
RNID developed the video interpreting symbol so that deaf people can identify organisations which have the facilities to use a video interpreter. The development work was commissioned by RNID with financial support from The Big Lottery and Bridge House Estates Charitable Trust.

The video interpreting symbol is available to any service provider that commits to maintain the standards described here. They may display the symbol or use it to advertise that they have this facility.

Video interpreting services
A video interpreting service provider (VISP) provides a BSL/English interpreter via videophone as opposed to in person. (BSL stands for British Sign Language.) The service may be accessible via a video link, using ISDN or broadband/ADSL, and is available instantly or at very short notice.

Your rights to access under the Disability Discrimination Act 1995

Under the DDA you have the right to receive a service at the same standard as someone who does not have a hearing loss.

This may mean that the service provider will have to make a 'reasonable adjustment' to achieve this.

A service provider may be breaking the law by:

• Not making 'reasonable adjustments' if this is necessary to enable you to use the service fully. For example, if a hospital does not provide you with a BSL/English interpreter for a medical appointment then this means they have not made a reasonable adjustment.

'Reasonable adjustments' also include providing additional aids or services to enable you to access a service or make it easier for you to do so.

Additional aids or services can include:

• Providing qualified BSL/English interpreters (face-to-face or via videophone), lipspeakers, notetakers or speech-to-text reporters.

Practical guidelines

• Position of the camera - make sure that the interpreter can see you clearly. This means that you have to sit far enough from the videophone camera to capture from the top of your head to your waist.

• Clothes - the interpreter will be able to see you better if you wear plain clothes that contrast with your skin colour.

• Connection time - after the service provider has made contact, wait for the interpreter to introduce themselves and check that you are able to see and understand one another before starting the session.

• Eye contact - look directly at the video camera to maintain good eye contact with the video interpreter.

• Signing speed - you will need to sign a little more slowly than you would face-to-face. If you sign too quickly, the ISDN or IP 'line' will not be able to process the information fast enough and the picture may blur.

• Fingerspelling - this needs to be direct and clear (with your palm facing the video camera) to help the interpreter see your spelling clearly.

• Numbers - always show 10 fingers rather than five. This will cut down on confusion caused by regional variations in numbers signs across the UK.

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