Code of Conduct

Our commitment:

We aim to ensure that the service provided is of the highest quality. contactSCOTLAND-BSL has a dedicated, trained and experienced team of online interpreters, supported by experienced supervisors.

Quality and performance – what you can expect:

  • Our online interpreters only work in approved locations that are private and secure
  • If there is an IT systems or power failure, calls will be diverted to a secondary location
  • The online interpreter work stations are optimised and include studio lighting and standardised back drops
  • Each online interpreter is registered with either the Scottish Association of Sign Language Interpreters (SASLI) or The National Registers of Communication Professionals working with Deaf and Deafblind People (NRCPD), which sets out the prescribed standards of conduct that interpreters must adhere to:

  • Confidentiality
  • Competence
  • Integrity
  • Impartiality
  • Professional Development

Click here to visit SASLI’s website


Click here to visit NRCPD’s website


Quality assurance:


Calls will be answered as soon as the online interpreter becomes available. contactSCOTLAND-BSL video relay service has a queuing system and will let you know where you are in the queue (First, Second and so on). Online interpreters follow set guidelines on handling calls and will carry out their duties in a professional and polite manner.

On occasions the interpreter may decline or end a call for one of the following reasons:

  • A caller is abusive to the interpreter
  • Poor internet speed from the callers side, screen resolution or other technical faults
  • A conflict of interest arises – in this situation we would aim to connect you to another online interpreter
  • When the deaf person is pretending to be someone else
  • When wanting to connect to a third party that does not fall within the scope of contactSCOTLAND-BSL or when it is deemed more appropriate that a face to face interpreter should be used
  • Subject matter that is inappropriate, or becomes inappropriate for a video relay call.