How to report a dysfunctional induction loop system
If you are feeling brave and have the time to do some of these steps then you are not just helping yourself, you are helping every other hard of hearing or deaf person who tries to use that system after you. I know I find it easier to do something or be indignant on someone else's behalf!
Example Scenario:
You arrive at a desk which has the Induction Loop System here sticker, switch your hearing aid to T (use dongle if a BAHA user) and hear nothing except perhaps a horrible buzzing sound (50Hz mains hum interference).
If you feel unable to start at step one, skip straight to step 3.
- Making an initial verbal report to employees.
- Ask if employees can check the induction loop system is switched on and plugged in correctly (this is surprisingly common!).
- If the employees are clueless, ask if you can examine the induction loop system infrastructure for yourself.
- Find the microphone, try tapping it, you should hear something if the system is turned on at all.
- If employees dismiss your report and claim the induction loop system is working without any attempt to change the settings or functionality of it:
- This is inapropriate and rude behaviour on their part not yours. You are the hearing aid user not them.
- Try not to let this make you feel bad or put your off your quest for a functioning Induction Loop System.
- Consider reporting the lack of function induction loop system AND mentioning the employees' response(s) and how they upset you.
- If an initial verbal report does not result in a working induction loop system.
- Ask employees to report the dysfunctional induction loop system to an appropriate superior as soon as possible.
- Return to the venue in 7-14 days to check if a verbal report has resulted in a functional induction loop system.
- If verbal report(s) have had no result or you wish to make the initial report in writing.
- Check the organisation's venue or website and identify a suitable recipient for the letter e.g. venue manager, or customer service representative.
- Send a postal letter, this is more formal and likely to have more impact than email.
- Use the RNID Know Your Rights Pack which contains guidance for writing these letters including sample/standard letters and appropriate factsheets to include.
- DO include information about employees' initial reactions to your verbal report if applicable:
- If employees knowledge about Induction loop systems and deaf awareness were poor request that employees are provided with better training.
- If employees were rude describe and explain why whatever they said/did was rude and ask that they are given better training as well as a reminder that what they said was inapropriate.
- If employees were understanding and deaf aware (looking at you when speaking, speaking slowly and clearly, pointing, writing things down etc) please do compliment the organisation for training their employees well and ask that employees are given that compliment directly.
- If you receive a reply which claims that the problem has been fixed:
- You will need to revisit the place to check the 'fixed' status of the Induction Loop System for yourself.
- If it is fixed:
- At the time of your visit thank employees for the repair and tell them that it is working nicely.
- Write a follow up to your original letter thanking the organisation for correcting the problem
- Both of these actions will foster goodwill and increase good Induction Loop System and deaf awareness practice
- If the problem has not been fixed:
- Make another verbal report if you feel inclined to do so.
- Reply to the 'problem solved' letter saying that you have revisited the place in question and found that there are still problems.
- Provide as much information as possible, especially if the quality or function of the Induction Loop System has changed
- If you are willing and able, offer to visit in person to help senior employees configure the Induction Loop System.
- If you receive an unsatisfactory reply to your letter
- Write a letter back explaining why their original reply was inapropriate.
- Unsatisfactory includes: denying the need for the problem to be fixed, excuses for lack of resolution, denial of responsibility.
- Use content from the RNID Know Your Rights Pack - referencing the Disability Discrimination Act where appropriate.
- If your letter is not answered within the 21 days.
- Write another letter enclosing a copy of the original letter(s) and restate your problem and your request for a reply
- Send the letter as 'signed for' delivery, or hand it in to the place yourself - asking for a receipt.
- It may be worth escalating the seniority of recipients of your letters, for example:
- A more senior employee within the organisation e.g. a more senior manager.
- Send it to the board of directors of the organisation.
- CEO of the organisation
- Inform all recipients of all the other recipients, preferably by name and position.
- Advise the recipients of your intended actions if a satisfactory resolution to the original problem and subsequent communication failures is not reached.
- Tell recipients who else you will consider writing to, or have written to.
- Name individuals who have ignored correspondance or who have replied unsatisfactorily.
- Legal steps you are entitled (and possibly willing) to take - ensure you are correct if you do this.
- If several letters to several people throughout an organisation fail to result in a repair of the induction loop system AND a satisfactory reply you can:
- Contact the RNID Casework Service who may be able to advise you on the next steps to take. (Unfortunately it doesn't look like they can take on individual cases).
- Consider embarrassment factors, so local press and anyone else who will publish a factual version of events.
- Make a formal and legal DDA action case against the organisation. Contact CAB, or a lawyer for support with this.
page last modified Tuesday, 20-Jun-2006 18:41:43 BST