Telecommunications Relay Service (TRS) allows deaf, hard of hearing or persons with speech disabilities access to telephone service functionally equivalent to service used by non-disabled persons. TRS facilities are staffed by specially trained communications assistants (CA's) who relay the calls from a text telephone or other device to a voice telephone, or vice versa, allowing persons with disabilities to call each other or anyone else.

In 2002, Internet Protocol (IP) Relay service was introduced so that persons with disabilities could contact a CA using the Internet and a computer or other web-enabled device. However, increasingly, people posing as deaf, hard of hearing or speech disabled consumers are completing fraudulent transactions, often with stolen or fake credit cards.

Recently, the National Association of Regulatory Utility Commissioners (NARUC) adopted a resolution calling on the Federal Communications Commission (FCC) to "act immediately and aggressively" to establish an education outreach program for the business community to help them develop ways to identify and deal with fraudulent IP Relay callers without disruption of service for legitimate users.

It is extremely important that legitimate users of the IP Relay service continue to be served. Merchants who handle telephone orders should be aware of the following signs of a consumer trying to complete a potentially fraudulent call:

  • Supplies multiple credit cards if one or more are declined;
  • Cannot supply the credit card verification code number from the back of the card;
  • Requests the goods be shipped through a third party and/or to an overseas location;
  • Refuses to identify themselves or their company name;
  • Changes delivery or payment method after the order has been approved;
  • Orders "whatever you have in stock."

Merchants who believe they have been victims of fraud or attempted fraud should contact the Federal Trade Commission at www.ftc.gov or 1-888-FTC-HELP (1-888-382-4357), the FBI or local police.