VRS User Policies

Effective October 29, 2025

Tive provides VRS (“the Service”) to our users under 47 C.F.R. § 64 Subpart F – Telecommunications Relay Services (TRS) (“the Regulations”). Under these Regulations, we have obligations to our users, and also to our Video Interpreters (in the Regulations, “Communications Assistants”, and “CAs”). To ensure that our service is beneficial to all, we have several related policies relating to the usage of this service. These policies outline what is acceptable and unacceptable behavior when using our VRS service. Users that engage in behavior that meets the tests of unacceptable behavior under these policies may be subject to restrictions to or denial of the service. At all times, your rights are respected, and you have recourse if a situation arises where we take any of the actions outlined in these policies.

Fair Usage of the Service

Purpose

This Fair Usage Policy ensures that Tive can deliver high-quality, functionally equivalent communication services to all eligible users. It sets expectations for respectful, lawful, and appropriate use of Tive’s services, including Video Relay Service (VRS), in accordance with the Regulations and the Americans with Disabilities Act (ADA) and relevant consumer legislation.

Acceptable Use

Users of Tive Connect must:

• Use the service solely for personal or professional communication needs consistent with the purpose of TRS.
• Treat Communications Assistants (CAs) and support staff with respect and courtesy.
• Maintain confidentiality and integrity of their account credentials.
• Comply with all applicable laws, including FCC rules governing TRS usage.

Prohibited Conduct

General prohibitions

VRS may not be used for:

• Telemarketing, robocalling, or commercial solicitation
• Impersonation or fraudulent activity
• Unauthorized third-party use of registered credentials

Abuse and harassment

The following behaviors are considered vexatious or abusive and may result in enforcement actions:

• Harassment or abuse of CAs, including repeated use of offensive, threatening, or disruptive language.
• Fraudulent use, including impersonation, unauthorized third-party access, or use for commercial solicitation (e.g., robocalls, telemarketing).
• Manipulative call behavior, such as excessive call transfers, call looping, or intentional interference with CA performance.
• Obstruction of service, including actions that degrade system performance or prevent others from accessing the service.

Examples of user activity that may be deemed abuse or harassment:

• Repeated call attempts within short intervals (e.g., multiple calls per minute) that are terminated before the Communications Assistant (CA) can begin relaying the conversation.
• Persistent short duration calls over an extended period that appear to serve no communicative purpose.
• Automated or scripted calling behavior that mimics denial-of-service patterns or degrades system performance.

Such usage may:

• Interfere with CA availability
• Disrupt service delivery to other users
• Violate FCC guidelines on functional equivalence and efficient use of TRS resources

Enforcement and Remedies

Users engaging any of the actions described in these policies may receive a formal warning and guidance on appropriate usage. Tive may also track user behavior to establish whether prohibited actions are in fact occurring. Tive will retain these records until the matter is resolved.

Continued behavior may result in Tive issuing temporary suspensions, or permanent restrictions based on the severity and frequency of misuse.

All enforcement actions will be:

• Documented
• Non-discriminatory
• Consistent with FCC and ADA guidelines

Users will be notified of the reason for any restriction and may appeal through Tive’s Dispute Resolution Process.

User Rights

No user shall be denied access based solely on disability, communication style, or call volume.

Users may file complaints with the FCC Consumer Complaint Center if they believe service was unfairly restricted.

Any restriction of service will be consistent with the Americans with Disabilities Act (ADA) and the Regulations. No user shall be denied access based solely on disability, communication style, or call volume.