Frequently asked questions (FAQs)
Contacting the service …
We welcome feedback on our service – it helps us improve what we do.
You can use our Feedback page to leave a comment or you can upload a document or BSL video letting us know what you think.
- You can give feedback using our form here <<<
We also welcome feedback in other ways – feel free to contact us by:
- You can send an email to: firstname.lastname@example.org
- You can ask to see a manager ‘there and then’ if one is available (depending on work/hours)
- You can ask for a ‘Call-back’ from a Supervisor/Manager – ask any of the online interpreters
- Face-to-face, make an appointment at the office – we can also come and meet you if suitable.
How to make a complaint?
A complaint is when you are not satisfied with our service, lack of service or about the standard of our service.
Complaints help us to improve our service.
Download Summary/Guide here (PDF) <<<
Summary of our Complaints Procedure
What is a complaint?
A complaint is when you are not satisfied with our service, lack of service or about the standard of our service. Complaints help us to improve our service.
What you can complain about You can complain about:
- Failure to provide a service
- Our standard of service
- Treatment or attitude by a worker of Sign Language Interactions (Sli)
- Failure to follow proper procedures
- You have to tell us why you are making a complaint (including date, time and who the complaint is about).
- You can make your complaint in person, by email, by video letter, or in writing.
- We have a three-stage complaints procedure.
- We will always try to deal with your complaint quickly.
- But if the matter (complaint) will need a further detailed investigation, we will tell you and keep you updated on our progress. This may take longer.
Handling your complaint
- We will acknowledge your complaint by email, by video letter, or in writing within 2 working days
- We aim to resolve complaints within 21 working days
- If urgent we will try and resolve the complaint in 2 working days
- We will keep you informed of the progress We will let you know the outcome/decision by email, by video letter, or in writing.
Getting help to make your complaint
We understand that there may be reasons you cannot make a complaint yourself. We can accept complaints from a representative appointed by you if you give them permission. This can be a friend, relative or an advocate.
- If you have a complaint, please contact the Sli office (administration team) as soon as you can (by email, by video letter, or in writing) and let us know what the complaint is about
- We will always try and resolve complaints straight away
- If we cannot resolve it straight away or you are not happy with the outcome, you can ask us to consider your complaint at Stage 2.
- The Finance and Administration Manager will consider your complaint and let you know what happens next
- Further investigation may be needed and we will tell you how long this may take
- If you are not fully satisfied, the complaint will be dealt with by the Company Director.
Stage 3. Depending on the nature of your complaint, we may pass your complaint to SASLI (Scottish Association of Sign Language Interpreters) or NRCPD (National Registers of Communication Professionals working with Deaf and Deafblind People) or to the contracting body of the service to deal with (NHS, Local Authority etc.).
contactSCOTLAND-BSL is primarily aimed at deaf people who use BSL as their first or preferred means to communication.
BSL is a visual gestural language, has its own distinctive grammatical structure, which is at times strikingly different from English.
HoH and deafened people would find it better to use services such as Next Generation Text (NGT) Service which has replaced Text Relay (also known as TextDirect and Typetalk)
Options of ‘Type & Read’, ‘Speak & Read’ and ‘Type & Hear’ are available via NGT.
For more information on NGT please refer to their web pages >>> here
It is as simple as making any other call
All you have to do is call contactSCOTLAND-BSL on 0131 510 4555
For more detailed information and some tips – visit our ‘Public Authorities’ page.
Simple, by using the same app you use to make calls?
For Deaf BSL users to receive calls from public authorities you will have to have the ‘interpreternow’ App running.
If it’s not running we can’t connect to you.
Potentially yes, but in short, No!
When you call contactSCOTLAND (0131 510 4555) we can only put you in contact with deaf people who are already contactSCOTLAND registered users – and are ‘on-line’ at the time.
More information on our ‘Public Authorities’ page.
It is as simple as answering any other call
Again, same as making a call – for more detailed information and some tips – visit our ‘how-to-use’ page
contactSCOTLAND-BSL is not a Video Remote Interpreting Service (VRI)
contactSCOTLAND-BSL can be used to contact your GP surgery and make appointments etc – it is not a replacement service for visiting your doctor.
Yes you can.
contactSCOTLAND-BSL can be used in the same way to contact NHS 24 as the previous service – this has not stopped – just the name has changed.
No you can’t.
contactSCOTLAND-BSL on-line interpreters can only ‘interpret’ between you and who you are calling. The same as in other situations where an interpreter is being used.
Please don’t ask the interpreter “What do you think?” Or “What do you think I should do?”
Not a problem!
All our interpreters still work in the community and are skilled and experienced in adapting to regional variations in BSL.
We not only have a wide knowledge of regional variations in Scotland but within the UK as a whole.
Using the service …
We have created a short video explaining the differences between a VRS (Video Relay Service) and VRI (Video Remote Interpreting) …
Yes! We expect both our on-line interpreters and callers to be appropriately dressed and behave in a professional manner!
- treat a call the same way as you would a face-to-face meeting – clothes – behaviour – attitude etc
- sometimes bright clothes can make it difficult for the interpreter to make out what your signing clearly
- please do not eat or drink when ‘on-line’
- treat the on-line interpreter the same was as you expect to be treated
- our on-line interpreters have the right to ‘cut off’ calls that they feel are inappropriate.
Yes! You will need the number of who you want to call
- If you have the number of who you want to call this will make the whole process quicker and smoother
- If you do not have the number at hand – check your paperwork – or do a quick search on the internet
- Unfortunately our on-line interpreters do not have the time to look up numbers for you – an emergency call may be waiting to connect!
We have made some guides to show how to install the app:
- PC / Laptop (Windows or Apple Mac) – video
- Smartphone / Tablet – step-by-step guide
- Smartphone / Tablet – video
To get the best possible results you should consider the following:
- Avoid patterned clothes – dark clothes of one colour is best
- Have a calm background – no visual distractions (they use up bandwidth)
- Have good lighting – make sure you can be seen clearly
The faster the better, but not always needed?
- For Deaf BSL users to use contactSCOTLAND-BSL it will work better if you have a good reliable broadband connection if your using a PC, Mac or laptop. It may be better to have a cable connection rather than using your WiFi (but WiFi can work).
- If your using a smartphone/tablet – make sure your WiFi is strong and that you have good connection.
- You can use your smartphone/tablet using 3G or 4G with a good signal.
- Sometimes you may experience a frozen screen when connected to contactSCOTLAND, this could be down to the connection.
- Remember – having a plain background will transmit far better than a ‘busy’ background such as a room, windows etc.
Other users in the household can use up bandwidth – examples:
- Playing on-line games
- Watching on-line films
- Downloading films/music
Practical tips for improving your broadband speed
There are a number of factors which can affect the speed of your broadband connection.
Ofcom have published a helpful guide that provides tips that could help bring your connection back up to speed.
No you do not.
If you are working in the public sector all you need to contact contactSCOTLAND is a phone and call 0131 510 4555
If you are a Deaf BSL user all you need is the ‘interpreternow’ app which can be downloaded for your Android/Apple Smartphone/tablet – or you can connect direct from your PC/Mac – further information here <<<
You will need at least …
- You will need an Apple or Android phone or tablet (currently not available for Blackberry or Windows phones)
- Your phone/tablet has to be able to access the internet
- You will need a ‘front – facing’ camera (so you can see the interpreter on screen and they can see you)
- The App is just under 9Mb to download.
The App is under 6MBs in size
You will need at least 6mb free space on your phone or tablet.
It is the same size as around 4 high quality pictures!
Get your app from either Apples’s App Store or Google’s Play Store.
No you do not – Apps are free form Apple’s App Store & Google Play.
Both Apple and Google have a mixture of ‘paid for’ and ‘free’ apps.
the interpreternow app is free – you do not have give payment details or pay for this.
contactSCOTLAND-BSL (the service) uses ‘interpreternow’ app (the software)
Remember – get the right App:
- Apple App Store is for IOS devices (iPhone, iPad)
- Google Play is for Android devices (smartphones, & tablets: Nexus, Samsung, Sony, htc etc)
If your using a computer (PC or Mac) you do not need the App – you can connect direct from your browser (Internet Explorer (IE), Safari, Chrome, Firefox etc)
When using the service the on-line interpreter will call the public authority (who will be hearing) by using a headset to listen to what they say so they can sign it to you.
If there is background noise like TVs, washing machines etc, this noise is also heard by the on-line interpreter – that makes it difficult to hear what the hearing person is saying.
Please keep background noise to a minimum if possible,
Your call will take as long as it takes!
Depending who your are calling the call may take a couple of minutes or a bit longer – most calls take under 5 or 6 minutes on average. Sometimes calls may take longer.
We have to make sure the service is available for other callers – especially if there is a user who wants to make an emergency call!
There are no ‘add-on’ charges.
For public sector/authorities – There are no additional call charges to call contactSCOTLAND-BSL – apart from the usual phone call cost.
For Deaf BSL Users – There is no cost to using the service – all you need is to be registered with contactSCOTLAND-BSL, have the appropriate device and an internet connection.
You can use contactSCOTLAND-BSL anywhere you can connect to the internet.
You can connect to contactSCOTLAND-BSL anywhere that is suitable to make a call.
Think about the surroundings and suitability to make a call and don’t forget about privacy!
Please DO NOT use the app when driving!
This is very dangerous and we will not accept calls from anyone who appears to be in control of a vehicle (car, van etc) – we will ‘cut-off’ the call straight away.
Please find a safe place to call back like a lay-by, car park, side of road etc. Remember to turn off your engine!
Other topics …
Unfortunately no. You will have to register your sms/mobile number with the emergency service.
To contact the police, ambulance, fire service or coastguard in an emergency? You can do this by registering with the emergency SMS text service. Or you can use your text phone (Minicom etc.) by going through NGT (Typetalk).
More info here: http://www.emergencysms.org.uk/
You can of course use contactSCOTLAND-BSL to contact Police 101
contactSCOTLAND-BSL has not been created to replace ‘face-to-face’ interpreting services.
contactSCOTLAND-BSL now allows members of the Deaf community to contact public authorities almost immediately. Advances in technology now allows this to happen. Providing equal access to services similar to what hearing people have taken for granted for such a long time.
Face-to-face interpreting will never be replaced by an online service. There will always be a need to have BSL/English Interpreters where Deaf BSL users have to communicate with hearing people and hearing people have to communicate with Deaf BSL users – contactSCOTLAND-BSL may indeed increase this demand as Deaf people control more of their civil and civic rights.
6 month trial on-line interpreting service
Contacting DWP helplines! You can do this by accessing the on-line interpreting service Sign Video 6 month trial service
6 month trial covers DLA & Access to Work:
Disability Benefits https://www.gov.uk/disability-benefits-helpline
- Disability Living Allowance over 65 and Attendance Allowance – call number 0345 605 6055
- Disability Living Allowance under 65 – call number 0345 712 3456
Access to Work https://www.gov.uk/access-to-work/how-to-claim
- Access to Work Contact centre – call number 0345 268 8489
- Access to Work Advisers on the Hearing loss Team who process claims from deaf and hard of hearing customers. The customer receives emails from the Department with a link to call the service
This service also covers Personal Independence Payments (PIP)
Yes – all our on-line interpreters follow a code of conduct
For more information on our code of conduct and information on our service please visit our ‘code of conduct’ page here <<<
contactSCOTLAND-BSL team of online interpreters are highly trained, qualified and experienced.
OFCOM has issued the following guidance’s for services who receive third party calls – see attached Ofcom Statement
The ‘statement’ can be viewed on OFCOM’s website here <<<
When an interpreter contacts you they will explain their role and how the service operates.
Organisations may ask the online interpreter for their interpreter registration number, in order to verify that they are who they say they are. Interpreters will be registered with either the Scottish Association of Sign Language Interpreters (SASLI) or the National Registers of Communication Professional working with Deaf Deafblind people (NRCPD), you can confirm their credentials by checking the aforementioned websites or by calling 07970 848 868.
Calls will be slightly longer
Calls will be going trough a ‘third’ person, the interpreter, so there will be a little extra ‘interpreting’ time to take into consideration – but will not be significantly longer than other caller-to-caller calls.
Who are public bodies?
There are many public bodies in Scotland. They range from local councils, health boards and many more public services.
For a further list please see here <<<