ADA & Confidentiality

The Americans with Disabilities Act of 1990 has an impact on our customers with hearing or speech disabilities for equal telephone access.  Below are relevant links that pertain to the provision of Telecommunications Relay Service and the strict requirements of confidentiality when making Relay or CapTel calls:  

Americans with Disabilities Act of 1990: 

Title IV of the Americans with Disabilities Act:

What you need to know about Telecommunication Relay Service (TRS)

FCC’s guide to TRS:  


All relay and CapTel calls are strictly confidential and no records of any conversations are maintained.

Pursuant to the TRS requirement about confidentiality set forth by the Federal Communications Commission (FCC), all TRS providers, including NJ Relay & CapTel, are required to offer service that meet certain mandatory minimum standards below:

  • CAs* are prohibited from intentionally altering or disclosing the content of a relayed conversation and generally must relay all conversation verbatim unless the user specifically requests summarization;
  • TRS providers must ensure user confidentiality and CA’s (with a limited exception for STS) may not keep records of the contents of any conversation;
  • The conversation must be relayed in real time.

*CAs: Also known as 'Communication Assistants' and is the same as a Relay Operator (OPR).