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#2252880 - 04/23/21 05:52 PM Relay Service
Anonymous
Unregistered

We have a customer who is deaf and will often use a relay service to call for balance inquiries, transactions, etc.

When we verify this customer and release the requested history, should we be concerned that the third party conducting the call is now privy to their personal information? Where does this fall in regards to consumer privacy?

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#2252956 - 04/26/21 05:20 PM Re: Relay Service Anonymous
rlcarey Online
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rlcarey
Joined: Jul 2001
Posts: 83,227
Galveston, TX
If you are not allowing this to happen with the standard security protocols, then you might want to read this settlement: https://www.justice.gov/opa/pr/just...-disabilities-act-settlement-wells-fargo


Accept calls made through a relay service operator by customers who are deaf, are hard of hearing or have speech disabilities on an equivalent basis to calls from other customers. This includes eliminating special security provisions applied to relay calls and using the same caller verification procedures whether or not a customer uses a relay service.
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The opinions expressed here should not be construed to be those of my employer: PPDocs.com

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