Accessibility Policy

This policy provides information about how individuals with disabilities can use PureTalk Holdings, Inc. (“PureTalk”) wireless services.

Hearing Aid Compatibility

Some hearing aid users may detect interference in the form of a buzzing, humming, or whining noise when using a wireless phone. The amount of interference experienced may vary depending on the design of the hearing aid or wireless phone. Some wireless phones are specifically designed to be compatible with hearing aids so that this interference is reduced or eliminated. A rating system is used to help consumers identify which wireless phones are designed to be compatible with hearing aids. Compatibility with telecoil hearing aids is based on a ‘T’ rating (T1 through T4), while compatibility with microphone hearing aids is based on an ‘M’ rating (M1 through M4). Typically, the higher the M or T rating assigned to a phone, the less interference there is to hearing aid users. The FCC has determined that phones that receive a rating of 3 or 4 are deemed to be hearing aid compatible. While the rating system can be a useful tool for consumers when choosing the right wireless phone, it is by no means a guarantee that a phone will not cause interference with a particular hearing aid.

For additional information about hearing aid compatibility with wireless phones, see the FCC Guide at www.fcc.gov/hearing-aid-compatibility-wireless-telephones or the wireless industry association’s consumer resource guide at www.accesswireless.org/resources-for-consumers/hearing-resources. For more information about accessibility features available in current and older phones, visit the Global Accessibility Reporting Initiative’s website at www.gari.info.

Hearing Aid-Compatible Phones

PureTalk ensures that a certain portion of the wireless phones it offers are compatible with hearing aids (T and M ratings at 3 or better). PureTalk currently offers the following hearing aid-compatible wireless phones.

Important Note: These phones have been tested and rated for use with hearing aids for some of the wireless technologies that they use. However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids, such as Voice over LTE (VoLTE) and Wi-Fi calling. It is important to try the different features of your phone thoroughly and in different locations, using your hearing aid, to determine if you hear any interfering noise. Consult the manufacturer of your phone for more information on hearing aid compatibility. If you have questions about return or exchange policies, consult PureTalk or your phone retailer.

All phones currently offered by PureTalk can be viewed at https://www.PureTalk.com/buy-cell-phones-online. If a phone is not listed above, it may not be hearing aid compatible.

Accessibility of Device Operating Systems

The wireless phones offered by PureTalk may function using different operating systems. For information on the accessibility features available with the operating system in some of the phones PureTalk offers, please visit the following links:

• Google Android: www.google.com/accessibility/products
• Apple iOS: www.apple.com/accessibility

Telecommunications Relay Service

Telecommunications Relay Service (TRS) is a communication service that permits individuals with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities through a TRS center. Different forms of TRS include Text-to-Voice TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish Text-to-Voice TTY, Captioned Telephone, IP Captioned Telephone, IP Relay, Video Relay Service (VRS), and Real-Time Text (RTT). More information about the available types of relay service can be found on the FCC’s TRS website at www.fcc.gov/consumers/guides/telecommunications-relay-service-trs.

TRS is available in all 50 states and all U.S. territories for local and long-distance calls. TRS providers are compensated for the costs of providing TRS from either a state or a federal fund, and there is no charge to TRS users other than standard calling rates. TRS can be reached by dialing 711 or by contacting your state relay provider, as listed in the FCC’s TRS Directory at www.fcc.gov/general/telecommunications-relay-services-directory. In the event of an emergency, TTY users should call 911 directly.

Using Text Telephone (TTY) with PureTalk’s Services

A TTY is a special device that enables people who are deaf, hard of hearing, or speech-impaired to use the telephone to communicate. TTY works by allowing people to type messages back and forth to one another instead of talking and listening. The device is required at both ends of the conversation, but TRS can translate conversations for text-to-voice calls.

The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 911, the ability to make a call to 911 means that users can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY or the call is translated through TRS. All PureTalk service plans and most wireless phones it offers will work with a TTY.

Important Note: TTY calls, including those to 911, cannot be made while using IP-based calling, such as Voice over LTE (VoLTE) and Wi-Fi Calling. Customers with communications disabilities who need to call 911 while using IP-based calling should use IP Relay, Video Relay, or IP Captioned Telephone Service to reach emergency personnel. Where available, customers may also send a text message to 911 directly (text-to-911).

Using Real-Time Text with PureTalk’s’ Services

Real-time text (RTT) allows real-time transmission of text messages as they are being composed, making these messages more equivalent to typical voice conversations. RTT also allows voice communication at the same time as text communication (simultaneous voice and text). Unlike other types of texting methods, RTT is similar to a voice call in that an RTT call must be placed and the other party must answer the call for communication to occur, and the parties must hang up the call when it is over. Customers using RTT-enabled devices may be able to communicate using RTT with individuals who are also using RTT-enabled devices on a network that supports RTT. Using RTT while connected to PureTalk’s wireless network will consume your voice minutes.

Using Another Telecommunications Relay Service (TRS) with PureTalk’s Services

PureTalk’s higher-speed data services, such as VoLTE, support use of IP-based telecommunications relay services including Video Relay Service, IP Relay, and IP Captioned Telephone Service. These TRS offerings are a more effective means than TTY of placing assisted calls, including to 911. Using these services while connected to PureTalk’s wireless network will consume your data allotment.

Customer Support

For additional questions about how individuals with disabilities can use PureTalk’s wireless services, including which wireless phones support the various telecommunication relay services, please contact PureTalk’s customer service at:

Email:

[email protected]

Phone:

1-877-820-7873

Mon - Fri: 8 AM - 10 PM EST

Weekend: 10:00 AM - 7:00 PM EST

Mail:

PureTalk
PO Box 2840
Covington, GA 30015