Frequently asked questions
What is Contact Scotland BSL?
Contact Scotland BSL is a video relay service, providing instant British Sign Language (BSL) video interpreting for all calls to Scotland.
Contact Scotland BSL is funded by The Scottish Government to enable full access to make phone calls 24 hours, 7 days a week in British Sign Language.
Who is it for?
Primarily, for any Deaf person to make free calls to any Scottish services. They can also call family, friends, businesses, or services anywhere in the UK. Services etc, can also call back the Deaf person if Deaf person is registered with Contact Scotland BSL.
How do I use this service?
If you are a Deaf, you can use Contact Scotland BSL on a computer, smartphone or tablet.
If you are using a PC or Mac, you can visit Contact Scotland BSL web through the Contact Scotland BSL website Contact Scotland or you can download our free Download : Contact Scotland via smartphone or tablet.
How can I give feedback?
We welcome feedback on our service to help us continually improve our platform and our service delivery.
At the end of every call you make, you will be asked if you would like to leave feedback and you can leave anonymously or provide contact details for a follow up.
We also welcome feedback in other ways, feel free to contact us by:
Email: info@contactscotland-bsl.org
BSL video: Call our customer service team in BSL via the app or website
Web: https://contactscotland-bsl.org/feedback
In person: At our Deaf community events via our Community Liaison Manager
How can I make a complaint?
If you are unhappy with the level of service, we provide a thorough complaints procedure. Please visit: www.signlanguageinteractions.com/complaints-and-feedback for the full procedure.
Can I ask for a different interpreter?
Yes, you can. When you are connected to an interpreter, you may request to switch to another interpreter if they are available.
Are all Interpreters registered?
Yes, they are registered with either RBSLI, NRCPD or SRLPDC.
What connection do I need?
You will need a good internet connection to use Contact Scotland BSL, either WiFi or a 3G, 4G or 5G connection. The better connection is, the better quality your call will be.
How can I make a call?
You can either make a call on the website or download the Contact Scotland BSL app.
You do not need to login to make a call, and it is optional to provide your name or email address.
How can I use Customer Service and IT support?
You can click on Customer Service button in the app or use Live Chat on our website
How can a hearing person contact me?
They dial 0141 530 8113 and provide your email address or SMS and then you will receive a link to join the video call. If you miss the call, you will have full details of who called you, why and when and contact details to return the call.
Is the service secure?
Yes, as an ISO27001, Cyber essentials Plus, Pen tested and PCI accredited provider, our encrypted platform delivers safe and secure video interpreting service, via the Contact Scotland BSL App or website.
How do I use my own voice within a VRS call?
If you want to use your own voice or have a hearing person with you who wants to participate the onward VRS call, just click the white phone icon, once the Interpreter has made the onward call.