VRS, DV and CC top list of concerns at disability hearing

Carriers and broadcasters could face hundreds of millions of dollars in new costs if the CRTC sides with advocates for audio and visually impaired Canadians demanding universal access to Described Video (DV), Audio Description (AD) and a Video Relay System (VRS). These were among the top concerns raised at last week’s CRTC hearing on access of telecom and broadcast services to the disabled, which wrapped up on Friday.Disabled organizations support a 100% provision of DV and CC content, but also raised concern about poor quality. The five top issues related to DV provision were identified as the need for a talking program guide, a single-button remote access, duplicate channels that contain open DV service, informing visually impaired customers of the availability of DV, and an audio loop promoting the availability of programs in DV.Broadcasters, however, say they are doing everything in their power to improve quality. Responding to a question from Commissioner Timothy Denton, the Canadian Association of Broadcasters (CAB) said its members are working on it but cautioned against a one-size-fits all solution because of broadcasters’ different technological requirements. Regarding the error rate on CC, the CAB said CC is a series of chain events and broadcasters are doing everything to minimize errors, including hiring more staff to monitor CC.“Perhaps people don’t recognize the sheer amount of behind-the-scenes work to monitor Closed Captioning,” said Jonathan Medline, VP CanWest Media Inc., who was on the CAB panel last week. “Most broadcasters have multiple control systems at any of their stations."Another pressing concern identified by the disabled communities is the need for a national policy on VRS, a service that allows people with hearing and speech difficulties to communicate over the phone. Currently VRS exists only on a regional basis funded by money from the CRTC-mandated deferral accounts. The Canadian Association of the Deaf (CAD) criticized the move as short-sighted and called on the CRTC to begin thinking of a national VRS strategy.“In last year’s CRTC proceeding about the deferral accounts, we warned you repeatedly that regional VRS cannot succeed in Canada. Only national VRS can succeed,” said James Roots, executive director of the CAD.Telecommunications companies say they support the idea of a national VRS in principle. In testimony provided by the CAD, Bell Canada was identified as one company that abandoned regional VRS on the basis that only a national VRS will work in Canada. But while telecoms support the idea, they also favour a national VRS policy that makes financial sense to their bottom lines.“While we would not be able to implement VRS on our own, we would be willing to participate in a national VRS offering. Of course, care will have to be taken in choosing a solution that is cost efficient as well as effective in meeting the needs of the users of the service,” said Teresa Griffin-Muir, VP, regulatory affairs, MTS Allstream.Pam Dinsmore, VP regulatory, Rogers Cable Inc. told the hearing that implementing a national VRS system should not be at the detriment of the allocation of resources to accessibility measures in the future, noting that the estimated cost of setting up the system is $100 million per year just to provide service to 30,000 users.“Even at this small volume, this would mean that over 10 years this VRS service could cost $1 billion dollars. This is a great deal of money. If VRS were to be implemented at that cost, then it would inevitably inhibit the implementation of other measures designed to make services more accessible to persons with disabilities,” she said.Suggestions on setting up a national VRS system include imposing a levy on ILECs, broadband and cell phone customers, government appropriations and a fund administered by the CRTC or a third party.Disability organizations also raised concerns about the high cost of terminal equipment, their general operability, and the quality of customer service. Rogers Cable Inc. is currently one of a few telecom companies that offer a remote control that enables access to DV with the touch of a single button. Representatives for the disabled called for affordable devices and improved customer service manned by people who understand the needs of the deaf and visually impaired. A total of 32 organizations and individuals, representing disabled communities and the broadcast and telecommunications companies, testified before the CRTC in what commissioner Leonard Katz called the first comprehensive disability hearing to be held in recent years.

VRS, DV and CC top list of concerns at disability hearing

News | 11/24/2008 4:35 pm EST

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