9.1

Purpose

The purpose of §§ 9.1-9.20 is to set forth the 911 and E911 service requirements for TRS providers, among others

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9.3

Definitions

Defines various terms used in the Part 9 rules

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9.13

Jurisdiction

Violations of §§ 9.13 or 9.14 by an intrastate common carrier are subject to the same remedies, penalties and procedures as are applicable to interstate common carriers; provisions applicable to common carriers are also applicable to interconnected VoIP service providers.

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9.14

Emergency calling requirements

Rules for handling emergency TRS calls

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9.14(a)

Emergency call handling requirements for TTY-based TRS providers

Handling of emergency calls placed by users of TTY-based TRS

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9.14(b)

Additional emergency calling requirements applicable to internet-based TRS providers

Emergency call requirements applicable to 911 calling by (1) certain IP CTS users and (2) VRS and IP Relay users whose Registered Location (a) is not served by a Wireline E911 Network or (b) is not available to the provider handling the call   

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9.14(c)

E911 Service for VRS and IP Relay before January 6, 2021, for fixed services, and before January 6, 2022, for non-fixed services

Emergency call requirements applicable prior to the indicated dates to 911 calling by VRS and IP Relay users whose Registered Location is served by a Wireline E911 Network and is available to the provider handling the call   

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9.14(d)

E911 Service for VRS and IP Relay on or after January 6, 2021, for fixed services, and on or after January 6, 2022, for non-fixed services

Emergency call requirements applicable on or after the indicated dates to 911 calling by VRS and IP Relay users whose Registered Location is served by a Wireline E911 Network and is available to the provider handling the call   

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9.14(e)

E911 Service for IP CTS on or after January 6, 2021, for fixed services, and on or after January 6, 2022, for non-fixed services

Emergency call requirements applicable on or after the indicated dates to IP CTS providers that place or route voice calls to the public switched telephone network

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52.21

Definitions

Includes definitions of VRS provider and IP Relay provider

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52.34

Obligations regarding local number porting to and from interconnected VoIP or Internet-based TRS providers

Obligation to facilitate the porting of numbers to or from a carrier, interconnected VoIP provider, or VRS or IP Relay provider; prohibition on providers entering agreements that would prohibit porting

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64.601

Definitions and provisions of general applicability

Definition of terms related to TRS; provisions applicable to common carriers also apply to interconnected VoIP providers.

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64.602

Jurisdiction

Subjects intrastate common carriers to the same remedies, penalties and procedures applicable to interstate common carriers

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64.603

Provision of services

Common carriers’ obligation to provide TRS, including interstate Spanish language relay and speech-to-speech relay (STS), and 711 access to TRS; TRS compliance alternatives for common carriers

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64.604

Mandatory Minimum Standards

Rules applicable to the provision of TRS 

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64.604(a)

(a) Operational standards                       

Operational standards for TRS

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64.604(a)(1)

(1) Communications assistant (CA)

Operational standards for CAs

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64.604(a)(1)(i)

CA training sufficiency

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64.604(a)(1)(ii)

Required skills for CAs

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64.604(a)(1)(iii)

CA typing speed requirements

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64.604(a)(1)(iv)

VRS CAs must be qualified interpreters

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64.604(a)(1)(v)

Minimum time for CAs to stay with a call

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64.604(a)(1)(vi)

Requests for CA gender

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64.604(a)(1)(vii)

Transmitting TTY-voice conversations in real time

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64.604(a)(1)(viii)

STS-user option to have voice muted

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64.604(a)(2)

(2) Confidentiality and conversation content

Prohibitions on disclosing, keeping records of, or altering the content of relayed conversations; requirement to relay all conversation verbatim

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64.604(a)(3)

(3) Types of calls

Types of calls that TRS providers must handle 

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64.604(a)(3)(i)

Prohibition of refusing single or sequential calls or limiting length of calls

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64.604(a)(3)(ii)-(iii)

Obligation to handle any type of call normally provided by telecommunications carriers; limited exception from providing traditional billing options; permission to decline to complete call if credit authorization is denied

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64.604(a)(3)(iv)

Obligation to handle pay-per-call calls.

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64.604(a)(3)(v)

Requirements and exemptions for specific forms of TRS, such as text-to-voice, voice carryover (VCO), and hearing carryover (HCO).

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64.604(a)(3)(vi)

Requirement to provide call release (TTY-based TRS only), speed dialing; three-way calls. 

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64.604(a)(3)(vii)-(viii)

Handling of calls involving recorded messages, interactive menus, voice mail, and answering machines

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64.604(a)(4)

Reserved

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64.604(a)(5)

(5) STS called numbers

Maintaining for STS users a list of names and numbers called

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64.604(a)(6)

(6) Visual privacy screens/idle calls

Prohibition of visual privacy screens during VRS calls;

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64.604(a)(7)

(7) International calls

Prohibition of VRS calls originating from an international IP address

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64.604(b)

(b) Technical standards                             

Technical standards for TRS

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64.604(b)(1)

(1) ASCII and Baudot

TTY format and speed

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64.604(b)(2)

(2) Speed of answer

Requirements for speed of answer, including standards for CA availability and network facilities

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64.604(b)(3)

Reserved

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64.604(b)(4)

(4) TRS facilities  

Technical standards for TRS facilities

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64.604(b)(4)(i)

24/7 operation required

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64.604(b)(4)(ii)

Redundancy and backup power

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64.604(b)(4)(iii)

Prohibition of at-home interpreting by VRS CAs, other than in the pilot program

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64.604(b)(4)(iv)

VRS automatic call distribution (ACD) leasing and licensing restrictions

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64.604(b)(5)

(5) Technology

Technological development encouraged; SS7 technology

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64.604(b)(6)

(6) Caller ID        

Caller ID pass-through requirement

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64.604(b)(7)

(7) STS 711 Calls

711 call-handling requirements for STS

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64.604(b)(8)

(8) Home VRS call handling pilot program

Requirements and procedures for at-home interpreting for VRS CAs  

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64.604(c)

(c) Functional standards                        

Functional standards for TRS

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64.604(c)(1)

(1) Consumer complaint logs

TRS providers’ obligations to retain and report complaint logs

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64.604(c)(2)

(2) Contact persons

Registration of TRS providers’ and programs’ contact persons

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64.604(c)(3)

(3) Public access to information

Duty to inform and educate the public about the availability and use of TRS and 711 access

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64.604(c)(4)

(4) Rates

TRS users pay rates no higher than rates for functionally equivalent voice services

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64.604(c)(5)

(5) Jurisdictional separations of costs

Requirements relating to the funding of TRS and payments to TRS providers

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64.604(c)(5)(i)

(i) General

Applies the Commission's cost separations rules (47 CFR Part 36) to TRS providers

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64.604(c)(5)(ii)

(ii) Cost recovery

Cost recovery rules for interstate and intrastate TRS

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64.604(c)(5)(iii)

(iii) Telecommunications Relay Services Fund

Establishes the TRS Fund

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64.604(c)(5)(iii)(A)

(A) Contributions

Identifies service providers required to contribute to the TRS Fund

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64.604(c)(5)(iii)(B)

(B) Contribution computations

Computation and payment of contributions to the TRS Fund

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64.604(c)(5)(iii)(C)

(C) Registration Requirements for Providers of Non-Interconnected VoIP Services

Requirements for non-interconnected VoIP service providers to register for and contribute to the TRS Fund

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64.604(c)(5)(iii)(D)

(D) Data collection and audits

Data requirements for TRS providers requesting compensation from the Fund; audits of TRS provider data; data retention period

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64.604(c)(5)(iii)(E)

(E) Payments to TRS providers

Requirements governing payments to providers and responsibilities of the Fund Administrator; audits of TRS providers

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64.604(c)(5)(iii)(F)

(F) Eligibility for payment from the TRS Fund

Defines eligibility of TRS providers to receive payments from the TRS Fund for providing TRS

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64.604(c)(5)(iii)(G)

Requirement for TRS providers to notify the Administrator of intent to participate in the TRS program

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64.604(c)(5)(iii)(H)

(H) Administrator reporting, monitoring, and filing requirements

Reporting and accounting obligations of the TRS Fund administrator; conduct of audits of TRS providers; administrator's advisory committee

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64.604(c)(5)(iii)(I)

(I) Information filed with the administrator

Required TRS provider certifications regarding veracity of payment requests and data submissions; confidentiality of information of TRS providers and TRS Fund contributors; data sharing with other fund administrators; possible Commission audits of TRS providers

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64.604(c)(5)(iii)(J)

[Reserved]

64.604(c)(5)(iii)(K)

Providers are subject to enforcement provisions of the Communications Act, Americans with Disabilities Act, and Commission's rules

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64.604(c)(5)(iii)(L)(1)-(5)

(L) Procedures for the suspension/withholding of payment 

Procedures for withholding or denial of payment of TRS Fund compensation requested by providers

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64.604(c)(5)(iii)(L)(6)

Special provisions on withholding compensation from VRS providers requesting waiver of speed-of-answer standards

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64.604(c)(5)(iii)(M)

(M) Whistleblower protections

Prohibition of TRS provider reprisals against whistleblower employees or contractors; disclosure of whistleblower protections to employees and contractors

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64.604(c)(5)(iii)(N)

Additional requirements for VRS providers re eligibility for TRS Fund compensation, branding, contracting, call center reporting, CA compensation, and remote training session calls

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64.604(c)(6)

(6) Complaints

Referral of complaints to state TRS programs; Commission jurisdiction and procedures re formal and informal TRS complaints; TRS provider designation of agents

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64.604(c)(7)

(7) Treatment of TRS customer information

Required contractual provisions concerning the transfer of customer data between outgoing and incoming TRS vendors

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64.604(c)(8)

(8) Incentives for use of IP CTS and VRS

Prohibition of direct or indirect incentives to register or use VRS or IP CTS and joint marketing arrangements between IP CTS providers and hearing health professionals

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64.604(c)(9)

[Reserved]

64.604(c)(10)

(10) IP CTS Settings

Requirements for IP CTS end-user devices, including activation of captions and adjustment of volume

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64.604(c)(11)

Restrictions on use of IP CTS devices with captions on; required warnings on IP CTS devices and software, websites, and informational materials; maintenance of records of equipment provided to users

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64.604(c)(12)

(12) Discrimination and preferences

Non-discrimination provisions for VRS

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64.604(c)(13)

(13) Unauthorized and unnecessary use of VRS or IP CTS

Prohibition of practices that cause or encourage unauthorized or unnecessary use of VRS and IP CTS

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64.604(c)(14)

(14) TRS calls requiring the use of multiple CAs

Authorization of compensation for certain types of TRS calls requiring multiple CAs

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64.604(d)

(d) Other standards

Incorporating the applicable requirements of sections 64.605, 64.611, 64.615, 64.617, 64.621, 64.631, 64.632, 64.5105, 64.5107, 64.5108, 64.5109, and 64.5110 as mandatory minimum standards

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64.606

Internet-based TRS provider and TRS program certification

Rules for Commission certification of state TRS programs and Internet-based TRS providers and related matters

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64.606(a)-(e)

Commission certification of state TRS programs and certification of Internet-based TRS providers as eligible for TRS Fund compensation; application requirements; certification criteria; certification periods; suspension and revocation of certification

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64.606(f)

Notification of substantive change

Requirement for state TRS programs and VRS and IP Relay providers to notify the Commission of substantive changes

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64.606(g)

Required annual reports by Internet-based TRS providers

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64.606(h)

Unauthorized service interruption

Prohibition of unauthorized service interruption by VRS providers; requirement for VRS providers to seek advance authorization for voluntary service interruptions; Notification by Internet-based TRS providers to the Commission and consumers regarding involuntary service interruptions

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64.607

Furnishing related customer premises equipment

Common carriers' provision of CPE, including text telephones, to persons with disabilities

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64.611

Internet-based TRS registration

VRS, IP Relay, and IP CTS user registration, including required registration data and submission of VRS user data to the TRS User Registration Database; assignment of TRS telephone numbers to hearing point-to-point video users; obligations of default VRS and IP Relay providers; number assignment restrictions; access technology requirements; required user notifications

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64.613

Numbering directory for Internet-based TRS users

Provision of data to the TRS Numbering Directory access to the Directory

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64.615

TRS User Registration Database and Administrator

Operation of the TRS User Registration Database; VRS provider requirements re per-call validation, removal of certain user data, and user identity verification

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64.619

VRS Access Technology Reference Platform and administrator

Provision for the establishment of a VRS Access Technology Reference Platform

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64.621

Interoperability and Portability

Requirements for VRS providers to ensure interoperability and portability of services and access technologies

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64.630

Applicability of change of default TRS provider rules

Sections 64.630-64.636 apply to changes in a registered VRS or IP Relay user's default service provider

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64.631

Verification of orders for change of default TRS provider

Procedures to change a user’s default TRS provider; third-party verification

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64.632

Letter of authorization form and content

Requirements for letters of authorization

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64.633

Procedures for resolution of unauthorized changes in default provider

Required notifications when a user claims an unauthorized change of default TRS provider; complaint procedures; withholding of compensation from allegedly unauthorized provider; proof of provider change

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64.634

Procedures where the Fund has not yet reimbursed the provider

For allegedly unauthorized changes, procedures for when an iTRS user or default iTRS provider notifies the FCC, and the TRS Fund has not reimbursed the allegedly unauthorized provider

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64.635

Procedures where the Fund has already reimbursed the provider

Refund of TRS Fund compensation paid to an unauthorized provider

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64.636

Prohibition of default provider freezes

Prohibition of “freezes” to default provider changes

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Subpart EE

TRS Customer Proprietary Network Information

Requirements for protecting the customer proprietary network information (CPNI) of users of TRS and point-to-point video service

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64.5101

Basis and Purpose                                             

Describes authority and purpose of the rules

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64.5103

Definitions

Definitions related to CPNI for TRS and point-to-point video service

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64.5105

Use of customer proprietary network information without customer approval

Permitted disclosure and use of CPNI by TRS providers without customer approval

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64.5107

Approval required for use of customer proprietary network information

General prohibition of disclosure and use of CPNI without customer approval; procedures for obtaining customer approval, and uses of opt-in vs. opt-out approvals 

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64.5108

Notice required for use of customer proprietary network information

Procedures for and content of notices, including notices for opt-in and opt-out approvals, and one-time use of CPNI 

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64.5109

Safeguards required for use of customer proprietary network information

Safeguards for ensuring customer approval for use and disclosure of CPNI, including personnel training, record maintenance, supervisory review, annual compliance certificates, and notice to the FCC's Disability Rights Office if opt-out mechanisms fail to work properly 

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64.5110

Safeguards on the disclosure of customer proprietary network information

Protections against unauthorized access to CPNI such as via telephone or the Internet, or in a store; customer notification of account changes; methods for handling lost passwords 

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64.5111

Notification of customer proprietary network information security breaches

Notices to law enforcement and customers of a breach of CPNI; recordkeeping 

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64.6040

Rates for [Inmate] calls involving a TTY device

Providers of inmate calling services are prohibited from collecting any charge for TRS-to-voice or voice -to-TTY calls 

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64.6060

[Inmate calls] Annual reporting and certification requirement

Providers of inmate calling services must submit reports that include the number of complaints by TTY and TRS users   

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