"This page is a digitally archived AccessInfo Announcement"
On July 9, 2024, the FCC’s Enforcement Bureau announced a settlement with CaptionCall, and its parent company, Sorenson Communications, resolving an investigation into the company’s unlawful retention of call content beyond the duration of a call and submission of inaccurate information to the Telecommunications Relay Service (TRS) Fund Administrator. To resolve the investigation, CaptionCall entered into a Consent Decree and agreed to a comprehensive compliance program, enhanced compliance reporting, and a financial settlement of nearly $35 million.
The Commission has long recognized that telephone calls between users involve consumers’ most sensitive, private information being communicated in real-time. Accordingly, the FCC requires TRS providers to robustly protect the privacy of their customers’ information. Specifically, they cannot disclose the content of calls or keep records of the content of any relayed conversation beyond the duration of a call, except in very limited circumstances. The consent decree requires CaptionCall to pay a monetary penalty and comply with TRS privacy rules, and to adopt strong safeguards to better protect user information and prevent future retention of call content.
The Consent Decree’s expansive consumer privacy and data protection terms include requirements to:
- conduct a data inventory;
- implement a data retention schedule; and
- invest in measures such as privacy-enhancing technologies (PETs) and educational resources for consumers.
Link to the Consent Decree and News Release:
URL: https://www.fcc.gov/document/fcc-settles-consumer-privacy-investigation-captioncall
For general information about TRS, visit www.fcc.gov/trs. For specific questions about this consent decree, contact Sharon Lee in the Enforcement Bureau at (202) 418-418-7534 or Sharon.Lee@fcc.gov. Individuals who use videophones and are fluent in American Sign Language (ASL) may call the FCC’s ASL Consumer Support Line at (844) 432-2275 (videophone).