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Canada VRS is for Deaf, Hard of Hearing or speech-impaired Canadians who wish to make telephone calls using Internet and cell-phone based technologies. VRS callers connect with a sign language interpreter who provides real time interpretation for these calls.

To register, you must be a Deaf, Hard of Hearing or speech-impaired Canadian who uses sign language.

Hearing callers cannot register for Canada VRS apps. However, they may call registered customers.

Canada VRS is free to use.

Yes. Canada VRS offers 9-1-1 support across Canada in both ASL/English and LSQ/French. All 9-1-1 calls are treated as urgent, go directly to first place in the Canada VRS queue.

The Video Interpreter (VI) and emergency personnel will always confirm the customer’s location. That’s why it’s important that Canada VRS customers keep their home address up to date in the app. Note, the call is connected to the Public Service Answering Point (PSAP) based on the customer’s location.

Once the location and nature of the emergency is determined, the PSAP dispatches either fire, police or medical responders.

The VI stays with the caller and assists the emergency services personnel as long as they are needed.

Warning

Because Canada VRS is internet or data service based, emergency calls made via VRS may not properly connect. For example, if there is an internet or data service failure or if you lose electrical power. Also, your 9-1-1 call may not be routed correctly if you have not updated your physical location information.

If you experience a technical problem dialing 9-1-1 via Canada VRS, hang up and re-dial. If you continue to experience technical difficulties, you may wish to try alternative services such as; landline telephone with TTY, Text 9-1-1, Relay Services or IP Relay.

Learn More

Yes.

Customers may also call any 10-digit number in most locations in the U.S. without charge. If an area in the U.S. is not covered, (e.g. Alaska, Hawaii), the caller must use a long distance or international calling card to complete and pay for the call.

Customers can receive calls from anywhere in the world.

When using a calling card with VRS, you must dial the calling service number first and follow their instructions. Please make sure the calling card you select works with VOIP (internet based) services and/or cell phone services.

Point-to-Point calls between Canadian and U.S VRS applications are not possible at this time. Canada VRS suggests Skype or Facetime as an alternative way to communicate Point-to-Point.

Calls to 900 and other “Pay-for-Service” numbers including some 800, 888, 877 and 866 numbers cannot be made through Canada VRS.

Not yet. However, to keep personal and employment related calls separate, VRS customers can register for a 2nd account for work use.

Yes. If you have Internet or cell service, you can use Canada VRS the same way as if you were in Canada. That said, if you’re using cell service with your mobile device, roaming charges may be significant.

Using Canada VRS while driving is not permitted. You are permitted to use the service as a passenger provided doing so does not create a distraction for the driver and you may also use the service when your vehicle is parked in a safe area. Our policy reflects the fact that CAV takes the safety of its customers, other drivers, as well as its employees and video interpreters very seriously. Our employees and Video Interpreters, in particular, should not be forced to face risks associated with distracted driving and CAV’s policy reflects this.

  • You can ask the agent to explain their authorisation process to you.
  • You can explain what VRS is, how it works and explain VIs are subject to strict privacy policies.
  • You can tell them you “authorize or give permission” for the VI (the 3rd party) to be on the call with you.
  • You can ask for the agent’s name or Staff ID and/or ask to be transferred to their supervisor.
  • You can file a complaint with the business or service or with the Financial Consumer Agency of Canada (FCAC). Click here to learn more.
  • You can provide them with “written consent”. CAV has prepared a form, called “CONSENT TO DISCLOSURE OF PERSONAL INFORMATION”. Click here to download the form.
  • You can research the organizations website to see if they have a policy regarding accepting calls from relay services. Example: The CRA website says: “You do not need to authorize the relay service operator to communicate with the Canada Revenue Agency.”

Remember: This is your call and your personal information.

In addition to 9-1-1, (see FAQ #2), Canada VRS supports other 3-Digits for direct dialing from your VRS app. Check out the Table below to see what 3-Digit numbers are available.

Note:

  • 9-1-1 is accessible across all Provinces. Please see FAQ #G2 for more information.
  • However, 8-1-1, 5-1-1, 3-1-1 and 2-1-1 numbers are routed to Provincial, Territories or Municipal services and not all support 3-Digit number dialing. Check out the Table below to see what 3-Digit numbers are available in your calling area.
  • If your local area is not supported, the VI will receive a network message that says, “your number cannot be completed”. This means you will need to dial the applicable 10-Digit number. Check your local directories for these numbers.
  • If 3-Digit dialing is supported in your area, the call will be routed based on the area code of your VRS number. For example: if your VRS number area code is (613), your call will be routed to Ontario services even if you are physically in a different province.
  • Canada VRS offers a list of 10-Digit Numbers for 8-1-1, check it out at: https://srvcanadavrs.ca/en/resources/resource-centre/access-3-digit-numbers/
  • Canada VRS does not have access to all of the Provincial, Territories and Municipality 10-Digit numbers. Please check your local directory for these numbers.

VRI is a fee-based interpreting service that lets customers communicate with others either in the same room or remotely using video interpretation services.

VRI is especially useful for scenarios such as: hospital or health care situations, business meetings and more. When you hire a VRI service, you are getting high quality interpreting services just like having an in-person interpreter. There are many VRI companies available across Canada.

Transferring is a way to keep interpreters healthy and safe, as well as help keep your wait times down.

As you know, interpreting can be tiring. Generally, VRS interpreters sign for 20-30 minutes depending on the call before needing a break. If they need a break, the interpreter may transfer the call. This allows you to continue the call without going back into the queue.

Transfers may also occur if an interpreter is ending their shift. If you call with less than 15 minutes before the interpreter’s shift ends, they will let you know there will be a transfer.

Because every call features new people and a new topic, interpreters must adapt quickly and efficiently. When an interpreter is on a long call or many calls are waiting, the interpreter may postpone their scheduled break to help customers. In these cases, the interpreter will transfer the call when they can.

There are a lot of variables in the call centre at any given time and as a result, interpreters may transfer calls at odd or unpredictable moments. In cases where you require special attention or uninterrupted service, consider hiring a community-based interpreter or VRI service.

Voice Carry Over (VCO) allows Deaf, Hard of Hearing and speech-impaired users to speak for themselves in VRS calls. When the VCO feature is enabled on the user’s app, it allows the customer’s voice to be heard by the other party. When the other party responds, the Video Interpreter signs in ASL or LSQ. The VCO option can be enabled in the user’s app Settings screen.

As a telephone services provider, CAV and its representatives cannot judge or moderate the specific content of calls.

However, you have the right to “refuse” unwanted calls and the following are tips you can use to reduce unwanted calls.

  • Inform the caller that you do not wish to receive calls or videomail messages from them and request that the caller remove your VRS phone number from their call list.
  • If your VRS number is listed in the CAV Directory, we suggest you consider removing it.
  • If you have the new PC or Mac apps, you can “Block” a caller’s phone number.

Most importantly, if you perceive the call to be of a “threatening or illegal” nature, we suggest you contact your local police.

CAV works very hard at educating financial, healthcare, government, and other organizations about Canada VRS.  Inaccurately identifying yourself could undermine trust in the service and result in these institutions refusing calls from Canada VRS users. 

If you make a call on behalf of someone else please first obtain consent from that person and inform the called party of the fact that you are calling on behalf of someone else at the beginning of the call. It is your responsibility to represent yourself accurately when using Canada VRS.

In cases where VIs knows the VRS caller is misrepresenting themselves or is using VRS for unlawful purposes, they will not complete the call.

Please see the FAIR USAGE POLICIES section in the User Agreement at: CAV-User-Agreement-27-June-2018-Final-EN.pdf, in addition to these and other terms, conditions, rules, and policies which may be displayed, you agree that you will:

  • not violate any applicable laws or these Terms and Conditions when using the VRS Services, and you acknowledge that we may investigate any violations of law and may cooperate with law enforcement authorities in prosecuting users in this regard.
  • not engage in communications or conduct of an illegal, abusive, annoying or offensive nature when using the VRS Services and not allow others to access your account to do so. This may include indecent, obscene, unlawful, fraudulent, threatening, harassing or prank calls, the commission or encouragement of a criminal offence, stalking, harassment, spamming, disrupting or interfering with the Internet or any network, computer or other devices, transmission of a virus or other harmful component, collecting or storing personal data about other users, defamation, intellectual property infringement, or interference with other CAV users’ services.

Conference calls can be very challenging for VRS users and the participants on the call, as they can be long, technical and involve the exchange of multiple participants. To make it easier and have more success we suggest:

  • Let the Host and participants know you are using video relay service (VRS) and there is a sign-language interpreter (VI) on the call.
  • Let the VI know this will be a conference call, the approximate length, number of participants and any helpful background information you have.
  • Ask the participants to identify themselves before they speak, to help the VI know who is speaking. Advise participants the VI cannot see them and that the VI does not have access to any of the materials they reference during the call.
  • If it is a long call with many participants, advise the host they should not use VRS for this purpose.

Further Note:

  • Advise participants that for the health and safety of the VIs and schedule demands, VIs may transfer calls, and on very long calls, they may transfer multiple times.
    • You will be first in line when you are transferred, but still may have to wait.
  • If the conference call is held during busy hours 9am-6pm ET, when VIs are the busiest, you may have to wait in the queue for the next available VI.
  • If the call is hosted by your employer, an organization, a business, an educational or government institution, it is the obligation of the host to hire an in-person, community interpreter or arrange for Video Remote Interpreter (VRI).
    • This is especially true if it is a long meeting. Remind the host that VRS is a telephone service where the average length of the call is about 7 minutes long.
  • Remember, VRS is not a substitute for community or VRI interpreting.

Yes. VRS users can let the VI know at the start of the call that they would like to self-announce rather than have the VI announce the call.

No. Only Registered Users of VRS can download the app and make pt to pt calls. To register, users must be Deaf, Hard of Hearing or speech-impaired and, use sign language.

No. CAV does not record the content of calls for quality and training purposes.  For quality and training purposes, calls are “monitored”, side by side by interpreter supervisors. In these cases, the VI will notify the customer the call is being monitored for quality and training purposes, and the customer is asked if it is ok or not.

When organizations such as financial institutions and government agencies provide dedicated VRS phone numbers, Canada VRS callers can more easily access their call centers. Dedicated VRS numbers, like dedicated TTY numbers, minimize queues and ensure calls are answered by call center agents familiar with VRS. These numbers also reduce wait times and hang-ups and promote the efficient use of Canada VRS interpreters.

To ensure that Canada VRS users are aware of an organization’s dedicated VRS number, CAV has been automatically adding this number to VRS directory.

If you are a PC/Mac user and you wish to add a Dedicated VRS number to “My Contacts,” you only need to access the VRS directory and save the specific Direct VRS Number to your contact numbers. Any numbers added to My Contacts on Mac/PC will automatically show up on your mobile devices as long as you sign into the same account.

If you are a Mobile user only, you can manually add the Access number to My Contacts. Note that anything added this way can be deleted the same way.

Below, you can find the table with Dedicated VRS numbers that are effective and in service (in alphabetical order).

You can report your feedback to the Customer Service. When providing your feedback, you need to have the VI’s identification number, the date and time of the call, the phone number that you called.

If you wish to delete your account permanently, you can call customer service or complete this form by clicking here.

Before deleting your account, we encourage you to reconsider and contact customer service to discuss ways to improve your VRS experience. Your feedback is valuable in enhancing VRS overall.

Yes, you can forward all your incoming calls from your primary number to the Canada VRS number. This can be especially useful if you want to ensure that you never miss any calls.

However, it’s important to note that your telecommunication service provider (phone company) may have associated fees for call forwarding services. These fees can vary depending on the specific terms of your phone plan. To fully understand the cost implications and any potential fees, it is highly recommended that you contact your telephone service provider directly.

An interactive voice response (IVR) system, also known as a “phone tree,” is an automated call-management system used by businesses and organizations to route incoming calls to the appropriate department or staff person.

In a Canada VRS context, IVR systems can work as follows:

1. When the Deaf caller places the call with a video interpreter, they are greeted by an automated message followed by a series of prompts providing a list of options where the call can be routed to.

2. The Deaf caller must choose what option best represents the department they want to reach.

3. The video interpreter selects the option, chosen by the Deaf caller, by either using their voice or by pressing keys on their phone’s keypad.

4. The IVR system routes the call to the appropriate department or staff person based on the caller’s choices.

As the automated options can be said quickly, to facilitate interpretation the Deaf caller can ask the VI to request the IVR system to repeat the list of options. It is important to remember that it is not the VI’s role to make the selection or to make decisions for you. Their role is to facilitate communication between VRS users who use a signed language and a spoken language.

Canada VRS is for Deaf, Hard of Hearing or speech-impaired Canadians who wish to make telephone calls using Internet and cell-phone based technologies. VRS callers connect with a sign language interpreter who provides real time interpretation for these calls.

To register, you must be a Deaf, Hard of Hearing or speech-impaired Canadian who uses sign language.

Hearing callers cannot register for Canada VRS apps. However, they may call registered customers.

Canada VRS is free to use.

Yes. Canada VRS offers 9-1-1 support across Canada in both ASL/English and LSQ/French. All 9-1-1 calls are treated as urgent, go directly to first place in the Canada VRS queue.

The Video Interpreter (VI) and emergency personnel will always confirm the customer’s location. That’s why it’s important that Canada VRS customers keep their home address up to date in the app. Note, the call is connected to the Public Service Answering Point (PSAP) based on the customer’s location.

Once the location and nature of the emergency is determined, the PSAP dispatches either fire, police or medical responders.

The VI stays with the caller and assists the emergency services personnel as long as they are needed.

Warning

Because Canada VRS is internet or data service based, emergency calls made via VRS may not properly connect. For example, if there is an internet or data service failure or if you lose electrical power. Also, your 9-1-1 call may not be routed correctly if you have not updated your physical location information.

If you experience a technical problem dialing 9-1-1 via Canada VRS, hang up and re-dial. If you continue to experience technical difficulties, you may wish to try alternative services such as; landline telephone with TTY, Text 9-1-1, Relay Services or IP Relay.

Learn More

Yes.

Customers may also call any 10-digit number in most locations in the U.S. without charge. If an area in the U.S. is not covered, (e.g. Alaska, Hawaii), the caller must use a long distance or international calling card to complete and pay for the call.

Customers can receive calls from anywhere in the world.

When using a calling card with VRS, you must dial the calling service number first and follow their instructions. Please make sure the calling card you select works with VOIP (internet based) services and/or cell phone services.

Point-to-Point calls between Canadian and U.S VRS applications are not possible at this time. Canada VRS suggests Skype or Facetime as an alternative way to communicate Point-to-Point.

Calls to 900 and other “Pay-for-Service” numbers including some 800, 888, 877 and 866 numbers cannot be made through Canada VRS.

Not yet. However, to keep personal and employment related calls separate, VRS customers can register for a 2nd account for work use.

Yes. If you have Internet or cell service, you can use Canada VRS the same way as if you were in Canada. That said, if you’re using cell service with your mobile device, roaming charges may be significant.

Using Canada VRS while driving is not permitted. You are permitted to use the service as a passenger provided doing so does not create a distraction for the driver and you may also use the service when your vehicle is parked in a safe area. Our policy reflects the fact that CAV takes the safety of its customers, other drivers, as well as its employees and video interpreters very seriously. Our employees and Video Interpreters, in particular, should not be forced to face risks associated with distracted driving and CAV’s policy reflects this.

  • You can ask the agent to explain their authorisation process to you.
  • You can explain what VRS is, how it works and explain VIs are subject to strict privacy policies.
  • You can tell them you “authorize or give permission” for the VI (the 3rd party) to be on the call with you.
  • You can ask for the agent’s name or Staff ID and/or ask to be transferred to their supervisor.
  • You can file a complaint with the business or service or with the Financial Consumer Agency of Canada (FCAC). Click here to learn more.
  • You can provide them with “written consent”. CAV has prepared a form, called “CONSENT TO DISCLOSURE OF PERSONAL INFORMATION”. Click here to download the form.
  • You can research the organizations website to see if they have a policy regarding accepting calls from relay services. Example: The CRA website says: “You do not need to authorize the relay service operator to communicate with the Canada Revenue Agency.”

Remember: This is your call and your personal information.

In addition to 9-1-1, (see FAQ #2), Canada VRS supports other 3-Digits for direct dialing from your VRS app. Check out the Table below to see what 3-Digit numbers are available.

Note:

  • 9-1-1 is accessible across all Provinces. Please see FAQ #G2 for more information.
  • However, 8-1-1, 5-1-1, 3-1-1 and 2-1-1 numbers are routed to Provincial, Territories or Municipal services and not all support 3-Digit number dialing. Check out the Table below to see what 3-Digit numbers are available in your calling area.
  • If your local area is not supported, the VI will receive a network message that says, “your number cannot be completed”. This means you will need to dial the applicable 10-Digit number. Check your local directories for these numbers.
  • If 3-Digit dialing is supported in your area, the call will be routed based on the area code of your VRS number. For example: if your VRS number area code is (613), your call will be routed to Ontario services even if you are physically in a different province.
  • Canada VRS offers a list of 10-Digit Numbers for 8-1-1, check it out at: https://srvcanadavrs.ca/en/resources/resource-centre/access-3-digit-numbers/
  • Canada VRS does not have access to all of the Provincial, Territories and Municipality 10-Digit numbers. Please check your local directory for these numbers.

VRI is a fee-based interpreting service that lets customers communicate with others either in the same room or remotely using video interpretation services.

VRI is especially useful for scenarios such as: hospital or health care situations, business meetings and more. When you hire a VRI service, you are getting high quality interpreting services just like having an in-person interpreter. There are many VRI companies available across Canada.

Transferring is a way to keep interpreters healthy and safe, as well as help keep your wait times down.

As you know, interpreting can be tiring. Generally, VRS interpreters sign for 20-30 minutes depending on the call before needing a break. If they need a break, the interpreter may transfer the call. This allows you to continue the call without going back into the queue.

Transfers may also occur if an interpreter is ending their shift. If you call with less than 15 minutes before the interpreter’s shift ends, they will let you know there will be a transfer.

Because every call features new people and a new topic, interpreters must adapt quickly and efficiently. When an interpreter is on a long call or many calls are waiting, the interpreter may postpone their scheduled break to help customers. In these cases, the interpreter will transfer the call when they can.

There are a lot of variables in the call centre at any given time and as a result, interpreters may transfer calls at odd or unpredictable moments. In cases where you require special attention or uninterrupted service, consider hiring a community-based interpreter or VRI service.

Voice Carry Over (VCO) allows Deaf, Hard of Hearing and speech-impaired users to speak for themselves in VRS calls. When the VCO feature is enabled on the user’s app, it allows the customer’s voice to be heard by the other party. When the other party responds, the Video Interpreter signs in ASL or LSQ. The VCO option can be enabled in the user’s app Settings screen.

As a telephone services provider, CAV and its representatives cannot judge or moderate the specific content of calls.

However, you have the right to “refuse” unwanted calls and the following are tips you can use to reduce unwanted calls.

  • Inform the caller that you do not wish to receive calls or videomail messages from them and request that the caller remove your VRS phone number from their call list.
  • If your VRS number is listed in the CAV Directory, we suggest you consider removing it.
  • If you have the new PC or Mac apps, you can “Block” a caller’s phone number.

Most importantly, if you perceive the call to be of a “threatening or illegal” nature, we suggest you contact your local police.

CAV works very hard at educating financial, healthcare, government, and other organizations about Canada VRS.  Inaccurately identifying yourself could undermine trust in the service and result in these institutions refusing calls from Canada VRS users. 

If you make a call on behalf of someone else please first obtain consent from that person and inform the called party of the fact that you are calling on behalf of someone else at the beginning of the call. It is your responsibility to represent yourself accurately when using Canada VRS.

In cases where VIs knows the VRS caller is misrepresenting themselves or is using VRS for unlawful purposes, they will not complete the call.

Please see the FAIR USAGE POLICIES section in the User Agreement at: CAV-User-Agreement-27-June-2018-Final-EN.pdf, in addition to these and other terms, conditions, rules, and policies which may be displayed, you agree that you will:

  • not violate any applicable laws or these Terms and Conditions when using the VRS Services, and you acknowledge that we may investigate any violations of law and may cooperate with law enforcement authorities in prosecuting users in this regard.
  • not engage in communications or conduct of an illegal, abusive, annoying or offensive nature when using the VRS Services and not allow others to access your account to do so. This may include indecent, obscene, unlawful, fraudulent, threatening, harassing or prank calls, the commission or encouragement of a criminal offence, stalking, harassment, spamming, disrupting or interfering with the Internet or any network, computer or other devices, transmission of a virus or other harmful component, collecting or storing personal data about other users, defamation, intellectual property infringement, or interference with other CAV users’ services.

Conference calls can be very challenging for VRS users and the participants on the call, as they can be long, technical and involve the exchange of multiple participants. To make it easier and have more success we suggest:

  • Let the Host and participants know you are using video relay service (VRS) and there is a sign-language interpreter (VI) on the call.
  • Let the VI know this will be a conference call, the approximate length, number of participants and any helpful background information you have.
  • Ask the participants to identify themselves before they speak, to help the VI know who is speaking. Advise participants the VI cannot see them and that the VI does not have access to any of the materials they reference during the call.
  • If it is a long call with many participants, advise the host they should not use VRS for this purpose.

Further Note:

  • Advise participants that for the health and safety of the VIs and schedule demands, VIs may transfer calls, and on very long calls, they may transfer multiple times.
    • You will be first in line when you are transferred, but still may have to wait.
  • If the conference call is held during busy hours 9am-6pm ET, when VIs are the busiest, you may have to wait in the queue for the next available VI.
  • If the call is hosted by your employer, an organization, a business, an educational or government institution, it is the obligation of the host to hire an in-person, community interpreter or arrange for Video Remote Interpreter (VRI).
    • This is especially true if it is a long meeting. Remind the host that VRS is a telephone service where the average length of the call is about 7 minutes long.
  • Remember, VRS is not a substitute for community or VRI interpreting.

Yes. VRS users can let the VI know at the start of the call that they would like to self-announce rather than have the VI announce the call.

No. Only Registered Users of VRS can download the app and make pt to pt calls. To register, users must be Deaf, Hard of Hearing or speech-impaired and, use sign language.

No. CAV does not record the content of calls for quality and training purposes.  For quality and training purposes, calls are “monitored”, side by side by interpreter supervisors. In these cases, the VI will notify the customer the call is being monitored for quality and training purposes, and the customer is asked if it is ok or not.

When organizations such as financial institutions and government agencies provide dedicated VRS phone numbers, Canada VRS callers can more easily access their call centers. Dedicated VRS numbers, like dedicated TTY numbers, minimize queues and ensure calls are answered by call center agents familiar with VRS. These numbers also reduce wait times and hang-ups and promote the efficient use of Canada VRS interpreters.

To ensure that Canada VRS users are aware of an organization’s dedicated VRS number, CAV has been automatically adding this number to VRS directory.

If you are a PC/Mac user and you wish to add a Dedicated VRS number to “My Contacts,” you only need to access the VRS directory and save the specific Direct VRS Number to your contact numbers. Any numbers added to My Contacts on Mac/PC will automatically show up on your mobile devices as long as you sign into the same account.

If you are a Mobile user only, you can manually add the Access number to My Contacts. Note that anything added this way can be deleted the same way.

Below, you can find the table with Dedicated VRS numbers that are effective and in service (in alphabetical order).

You can report your feedback to the Customer Service. When providing your feedback, you need to have the VI’s identification number, the date and time of the call, the phone number that you called.

If you wish to delete your account permanently, you can call customer service or complete this form by clicking here.

Before deleting your account, we encourage you to reconsider and contact customer service to discuss ways to improve your VRS experience. Your feedback is valuable in enhancing VRS overall.

Yes, you can forward all your incoming calls from your primary number to the Canada VRS number. This can be especially useful if you want to ensure that you never miss any calls.

However, it’s important to note that your telecommunication service provider (phone company) may have associated fees for call forwarding services. These fees can vary depending on the specific terms of your phone plan. To fully understand the cost implications and any potential fees, it is highly recommended that you contact your telephone service provider directly.

An interactive voice response (IVR) system, also known as a “phone tree,” is an automated call-management system used by businesses and organizations to route incoming calls to the appropriate department or staff person.

In a Canada VRS context, IVR systems can work as follows:

1. When the Deaf caller places the call with a video interpreter, they are greeted by an automated message followed by a series of prompts providing a list of options where the call can be routed to.

2. The Deaf caller must choose what option best represents the department they want to reach.

3. The video interpreter selects the option, chosen by the Deaf caller, by either using their voice or by pressing keys on their phone’s keypad.

4. The IVR system routes the call to the appropriate department or staff person based on the caller’s choices.

As the automated options can be said quickly, to facilitate interpretation the Deaf caller can ask the VI to request the IVR system to repeat the list of options. It is important to remember that it is not the VI’s role to make the selection or to make decisions for you. Their role is to facilitate communication between VRS users who use a signed language and a spoken language.

Still Need Help?

Submit a Support Ticket or Use Live Chat

Contact Us

Video: ASL or LSQ: Dial 9050 within the app.
Email: support@SRVCanadaVRS.ca
Telephone: English and French 1-800-958-5856
Live Chat: Live chat is available during Customer Service hours on all the latest version of the Canada VRS application.

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Laura Henry

Human Resources Director

Laura is passionate about people, culture, and serving the Deaf community. She has over a decade of leadership experience and twenty-five years in the interpreting field. She has a Diploma in Business Administration with a Concentration in Human Resources from McMaster University, a Diploma in Sign Language Interpreting, a Master Mentorship Program certificate from Troy University, and is currently pursuing a BA in Sociology at McMaster University. 

Laura joined the Canadian Administrator of VRS (CAV) as Human Resources Director in 2024, overseeing the organization’s planning, development, and management of all human resources.

Laura enjoys spending time with her family and pets, watching and playing sports, and participating in outdoor activities, especially kayaking.

Siyámotsiya Paula Wesley

Deaf and Hard-of-Hearing ASL Director

Siyámotsiya Paula Wesley is a citizen of the Stó:lō First Nation and Kitsumkalum First Nation, deeply rooted in her Tsimshian heritage. As the new American Sign Language (ASL) Director, Paula brings a unique blend of artistic talent, cultural advocacy, and a steadfast commitment to accessibility for all Deaf, Deaf Blind and Hard of Hearing (DDBHH) individuals.

Inspired by her cultural legacy, Paula honed her skills in textile, carving, and painting at the Freda Diesing School of Northwest Coast Art, where she earned a diploma in First Nations Fine Art. Her contemporary works reflect her deep connection to the land and her desire to share the beauty of Indigenous cultures.

As the new ASL Director, Paula’s passion for accessibility and inclusion shines through. She has been instrumental in advocating for the recognition of Indigenous Sign Languages (ISL) and ASL at both the national and provincial levels, collaborating with diverse communities to ensure their voices are heard. Her involvement in CRTC proceedings and the Review for Video Relay Services has amplified the experiences and needs of DDBHH, paving the way for more equitable access to communication services.

With a deep understanding of the unique challenges faced by DDBHH individuals, Paula is committed to fostering cultural understanding and inclusivity within the broader community. As a cultural advisor to Deaf organizations, she plays a pivotal role in bridging the gap and promoting mutual respect and appreciation.

Paula’s journey resonates with leadership, passion, and resilience, making her an invaluable asset to the Canadian Administrator of VRS (CAV) and the communities she serves.

Vicente Teng

Video Producer

Vicente Teng is a Filipino-Canadian. His career in graphic design started in British Columbia. His passion for graphic design and videography grew, earning him a Vancouver Community College’s “2023 Outstanding Alumni: One to Watch” award. During the COVID-19 pandemic, he collaborated on “Quarantine Life: Canada” with Canadians from multiple provinces and worked on “Anti-Racism” projects with IBPOC co-chairpersons, alongside ASL translations.
Off duty, Vicente explores global art styles and enjoys photography and videography. He cofounded the British Columbia Deaf Photo Club, which boasts a large following.

Ryan V. Parkinson

Communications Manager

Ryan V. Parkinson is a versatile professional with a wide berth of skills in marketing, visual design and human dynamics. He has a Bachelor of Arts in psychology and a master’s degree in social work specializing in Deaf and Hard of Hearing communities, from Gallaudet University. He draws from over 20 years of experience in the non-profit sector, and tirelessly champions accessibility and inclusion for the Deaf community. He has held multiple positions on boards in different capacities in local, provincial and national Deaf organizations in the last 15 years. Outside his professional pursuits, Ryan’s passion for cosmology and science is evident from his lifelong love of Star Trek. When not indulging his inner nerd, Ryan wanders the Rocky Mountains in his vintage 1977 Boler trailer, searching for lakes to swim in.

Kim Pelletier

Outreach Specialist (ASL/LSQ) and LSQ Translation

Kim has lived in Quebec City and Montreal where she perfected her LSQ skills. She now holds a hybrid position at CAV as an LSQ Translator and Outreach Specialist (ASL/LSQ). In 2021, Kim worked as a Customer Service Representative with Canada VRS. Fluent in LSQ and ASL, she has over 15 years of experience as a Deaf Interpreter. Kim graduated from York University in Toronto with a Bachelor of Education and is pursuing a master’s in Deaf Education with the Rochester Institute of Technology (RIT). She implements valuable educational tools that benefit the Deaf community and members of CAV. Kim fully embraces the chaos of camping. As a mom of two toddlers and two mischievous dogs, her outdoor adventures are a hilarious blend of diaper changes, dog chases, and laughter.

Patrick Lazure

Outreach and Events Specialist (LSQ)

Patrick is Deaf and studied Recreational Intervention Techniques at Cégep St-Laurent and Entrepreneurial Studies—Business Launch from Collège INSA. His nearly two decades of experience in the business and sports worlds has resulted in a wealth of knowledge. He has led youth and political organizations, such as the World Federation of the Deaf, Youth Section, Canadian Association of the Deaf, Quebec Deaf Sports Association, and Quebec Sign Language Association. Patrick was involved in the business launch strategy and the startup of TraduSign, a Montreal-based translation and interpretation company. Patrick is an avid board game enthusiast, but only when he isn’t devoting time to playing with his two beloved daughters and cat.

Jo-Anne Bryan

Outreach and Events Specialist (ASL)

Jo-Anne Bryan, an interdisciplinary artist, vividly brings the complexities of life to the forefront through her performances, poetry, and signed music. As a member of the Speaking Vibrations group, she has captivated audiences in multiple cities from 2019 to 2024 with powerful narratives about ancestry, barriers, and family, all rooted in themes of connection and identity. In 2020, Jo-Anne transitioned into her role as Outreach/Events Specialist with the CAV team, using storytelling to bridge the gap with Deaf communities nationwide and advocate for universal access to Canada VRS. Her passion for fostering connections and amplifying diverse voices, whether in-person or online, makes her a beacon of inspiration and unity.

Wissam Constantin

Community and Events Manager

Since moving to Canada at the beginning of 2017, Wissam has been a dedicated member of the Deaf community and an advocate for accessibility across Canada. He is currently a director of the Board of Directors at Accessibility Standards Canada. He previously held the position of President of the Canadian Association of the Deaf, where he was heavily involved with CRTC proceedings and developed accessibility policies with other federal departments. Wissam is completing his B.A. in Political Science, focusing on Canadian Politics and Public Policy, complemented by a minor in Law. He is an experienced Deaf Interpreter who brings
valuable experience and vision to the team. Wissam is also an athlete and a coach, and plays basketball on the Canada Deaf basketball team.

Carmelle Cachero

Executive Interpreter

Carmelle is a certified interpreter (Canada and USA) who studied Sign Language
Interpretation at Douglas College in British Columbia. She actively engages with the Deaf
community and is an Integrated Model of Interpreting (IMI) Practitioner with extensive experience in various settings providing ASL interpreting, DeafBlind interpreting, and Speech-to-Text transcription. Carmelle has also trained to Interpret for Theatre and is heavily involved with the performing arts community as an artist and interpreter.

Diane Underschultz

Administrative Assistant

Diane Underschultz, a Deaf ASL signer from Alberta, brings extensive knowledge and experience with cultural differences and effective interaction. Diane holds diplomas in Human Resources Management and Sign Language Interpreting, showcasing her wide-ranging skills. Diane began her journey with Canada VRS five years ago as a contractor in the Outreach program. She progressed to Assistant Manager and now serves as an
Administrative Assistant, demonstrating her adaptability and commitment. With a deep
understanding of the Deaf community and a strong advocacy for positive change, Diane’s diverse educational background, professional skills, and dedication to continuous learning
make her an asset to both CAV and the Deaf community. When Diane isn’t hard at work,
she’s exploring the rich culture and history of countries around the world.

Jodi Birley

Director of Communications

Jodi Birley is a native ASL signer and a multi-talented individual, passionate about enhancing communication accessibility. From 2010 to 2016, She was pivotal in establishing Canada VRS, gaining national attention and catalyzing action. In October 2013, Jodi co-produced and presented a groundbreaking 8-minute video with the British Columbia VRS Committee
during the Canadian Radio-Television and Telecommunications Commission’s (CRTC)
public hearing. This video, a first in CRTC’s history, captured the hearts of the
commissioners and laid the foundation for the initiation of VRS services across Canada. She has now come full circle by joining the CAV team as Director of Communications. When Jodi is not fully occupied by her work, she dedicates time to being a positive force in her two white cats’s lives and travelling on and off the grid with her partner.

David Egan

Director of Customer Service

David is a bilingual Canadian with more than 25 years of experience in Customer Service. He has held leadership and project management roles at organizations such as Bell Canada, Dell Computers, Xerox, and the federal government. Throughout his career, David has implemented, managed, and reorganized numerous customer service call centres to improve quality, maximize efficiency and deliver world-class customer service. He joined CAV in 2020 as a Customer Service Manager and now serves as Director of Customer Service. David has complementary interests: travelling off the beaten path and photography. Thanks to his interests, family and friends enjoy his adventures vicariously.

Chad Taylor

Chief Digital Officer

Chad Taylor is a Deaf Canadian based in the United States with more than 22 years of experience in VRS and various interpretation sectors. Chad has extensive expertise in the telecommunication industry, where he founded a couple of companies and served as a Chief Digital Officer (CDO). He is a Rochester Institute of Technology graduate with a Bachelor of Science in Information Technology. Even though Chad’s experience has provided him with opportunities abroad, he has maintained his Canadian citizenship. Chad now brings his wealth of knowledge back to Canada with plans to make a meaningful impact on the lives of Deaf Canadians. A devoted dad to his three Deaf children, Chad cherishes every second of his family time. He also enjoys experimenting with new recipes in the kitchen and bingewatching Netflix shows.

Renu Sangha

Director of Operations for Video Interpreter Providers and CFO

Renu Sangha lives in British Columbia and is a Deaf first-generation Canadian of South Asian descent. She served on the CAV Board of Directors and as COO at Convo Canada, where she gained a deeper understanding of the VRS industry. Before her tenure at Convo Canada, Renu spent more than 15 years in the corporate realm in accounting, finance, information technology, and project management. Renu is a Chartered Professional Accountant (CPA) with bachelor’s degrees in information technology and business administration from Simon Fraser University. She is also AgileBA Foundation certified and a Certified Scrum Product Owner (CSPO). Renu is a proud mom to a CODA daughter and a dog. She finds joy in lifting heavy weights, hiking the beautiful trails of British Columbia, travelling, reading, cooking, and sharing her passions with her family.

Paula Bath

Director of Regulatory Compliance and Strategy

Paula started her 25-year career as a sign language interpreter, where she earned
accreditations from the federal government and the courts. Paula works in English, ASL, LSQ, and French and proudly contributed to the access team during the inaugural broadcasted CRTC proceeding that laid the foundation for the VRS in Canada. She received a B.A. and M.A. in communications and then pursued a Ph.D. at Concordia University and as a result, brings a consumer-based research approach to organizational strategy and decision-making. In 2019, Paula joined CAV as Manager of Video Interpreter Operations and then, Director of Technology Operations and, is currently, Director of Regulatory Compliance and Strategy. Paula enjoys outdoor adventure sports like mountaineering and white-water canoeing. She also enjoys learning about the healing properties of plants and trees.

Suzanne Laforest

CEO and Executive Director

Suzanne is a Deaf Canadian proficient in 4 languages: LSQ, ASL, French and English. She has more than 20 years of experience, including Executive Director roles where she ensured the evolution and sustainability of various services for the Deaf, Hard of Hearing, and Deafblind (DHHDB). Suzanne’s involvement in VRS began well before its creation. In 2012, she participated in a committee that supported the implementation of VRS in Canada. She spent two years serving on CAV’s first Board of Directors as ASL/LSQ Director for the Deaf and Hard of Hearing and, before becoming Executive Director of CAV, was Director of Video Interpreter Providers (VIP) Operations.

When Suzanne isn’t keeping an impressive number of balls in the air at Canada VRS, she’s travelling and caring for her also impressive collection of thriving plants.

Geneviève Bujold

LSQ Interpreter, Permanent Invitee

Geneviève Bujold is a permanent guest representing the langue des signes québécoise (LSQ) interpreters on the CAV Board of Directors.

With over 20 years of experience in diverse fields, including academia, arts, the government and the private sector. She sits on the Translation Bureau’s Conference Interpretation Advisory Panel and is currently completing a master’s degree in Translation Studies at Concordia University.

Actively involved in interpreters’ associations for the past decade, she teaches in the training program for interpreters at the Université du Québec à Montréal and is committed to the development of the profession.

Darlene Halwas CFA, ICD.D

Independent Director

Darlene currently serves on the board of the Canada Energy Regulator, Carbon Management Canada Inc. and chairs the Departmental Audit Committee for Infrastructure Canada. She is Red River Métis and a member of the Manitoba Métis Federation. She has almost 30 years of work experience, with 15 years focused on leading risk management functions for companies. In the past, she has served on other boards, including the Commission for Complaints for Telecom-television Services, Canada Development Investment Corporation, Canada Hibernia Holding Corporation, Aquatera Utilities Inc., Safety Codes Council (Chair, Finance, Audit, and Risk Committee), the Management Employees Pension Board (Chair, Investment Committee), and the Calgary Police Commission. Darlene holds her Bachelor of Commerce (Hons) from the University of Manitoba, CFA designation, ICD.D, certification in tribunal administrative justice and is an FRM. Since 1995, she has volunteered with the CFA Institute, as an exam grader, curriculum reviewer and on the global Disciplinary Review Committee. She was awarded the Queen Elizabeth II Diamond Jubilee Medal for her contributions to Canada.

Carla Dupras

ASL Interpreter Permanent Invitee

Carla Dupras is a child of deaf adults (Coda), a heritage language user of American Sign Language, and a community freelance interpreter for the last 27 years. She is an honorary lifetime member of the Association of Sign Language Interpreters of Alberta (ASLIA) and a certified (COI) member of the Canadian Association of Sign Language Interpreters (CASLI).

Carla maintains an active and engaged presence in both provincial and national organizations, as well as in her local community in Alberta. Currently, Carla sits on the federal government Translation Bureau advisory panel in addition to mentoring colleagues who are new to the field of interpreting. She remains focused on enhancing the quality of interpreting service in all aspects of people’s life.

Mark Kusiak

DHH ASL/LSQ Director

Since 2008, Mark has been employed at London Drugs as a staff pharmacist for Nursing home and Compounding centre. Currently, he works as a pharmacy manager oversees the operational flow, staffing (human resources), policy development and implementing, financial including KPI and inventory controls. Mark holds Bachelor of Science in Pharmacy from University of Alberta. In addition, he is the Member at Large for the Deaf and Hear Alberta Board of Directors. He is heavy involvement in Deaf sport community including President for the Canadian Deaf Sports Association for 10 years (2010-2020). In my free time, I am actively in Crossfit.

Ruth Altman

TSP Director

Ruth has been employed at Rogers Communications since 2006, working in a variety of progressive roles in the Regulatory department. Currently, she is Director Regulatory Consumer Policy, where she provides advice on compliance with consumer-oriented regulatory policies and regulations and develops policy positions on regulatory proceedings, including matters related to accessibility. At Rogers she is actively involved in inclusion and diversity initiatives, and serves on the steering committee for Rogers AccessAbility Network, an employee resource group dedicated to empowering employees with visible and invisible disabilities to achieve professional and personal growth. Prior to working at Rogers, Ruth worked in Regulatory Affairs at Corus Entertainment and was Development Manager at Pro Bono Ontario, where she helped to secure operational and project funding. Ruth has a Bachelor of Journalism from Carleton University and an MBA from York University’s Schulich School of Business.

Jordan Sangalang, MA (Commencing May 2021)

DHH ASL/LSQ Director

JordanSangalang

Jordan is a Service Manager at New Directions for Children, Youth, Adults and Families in Winnipeg, Manitoba. Throughout his career, he has participated in numerous trainings and workshops which contribute to his leadership and management style. Additionally, he provides training as a Non-Violent Crisis Intervention instructor and teaches ASL at the University of Manitoba. He is involved in theatre, physical sketch comedy, and storytelling. When he is not performing, he dedicates time to both individuals and organizations that serve the Deaf community. Jordan holds a B.A. from the University of British Columbia and a M.A. from Gallaudet University.

Sue Decker

CEO and Executive Director, Canadian Administrator of VRS (CAV), Inc.

Sue is responsible for leading the development, implementation and administration of Canada’s inaugural video relay service, SRV Canada VRS. In the Spring of 2015, Sue assumed the leadership of the CRTCs vision to build a video relay service for Deaf Canadians, transforming a start-up organization to a fully operationalized telecommunications relay service which launched in the Fall of 2016.  Prior to becoming CAV’s Executive Director, Sue managed AT&T’s Accessible Communications Services business which included Text and VRS Relay Services. In her 20 years of service with AT&T she developed extensive experience in product development and providing telecommunications services for people who are Deaf and Hard of Hearing. Post AT&T, she served as a consultant to other VRS companies located throughout U.S. and Europe, making her one of the foremost VRS experts in the world.

J. Scott Fletcher

Board Secretary​

Scott Fletcher is a senior partner in Gowling WLG’s Ottawa office, practising in general corporate and commercial law with significant emphasis on telecommunications, technology, energy and government relations.

He is one of the firm’s authorities in providing corporate and commercial advice relating to commercial alliances, strategic and policy board advice and privatizations, as well as in general corporate and commercial matters. Scott also provides advice on a number of regulatory matters in the telecommunications, energy and gaming/lotteries industries. In addition, he routinely provides strategic counsel to corporate clients on telecommunications industry-based matters, the divestiture of government departments and programs into the private sector, and other corporate and commercial issues.

Scott is the firm client team leader for several major firm clients in the telecommunications and energy sectors. He has served as a director of a number of federal Canadian corporations and has represented numerous federal Crown corporations. Scott also serves as an executive team member for a number of firm clients.

Tony D’Onofrio, CFA, ICD.D

Independent Director

Tony gained extensive advisory and capital markets experience over a 20-year career in finance and investment banking. He has been working with the Canadian Coalition for Good Governance (CCGG) since 2010.  He is responsible for leading CCGG’s board engagement efforts and he regularly meets with the directors of leading public companies to discuss governance matters on behalf of Canada’s largest institutional investors.  He has been a frequent guest speaker and advises independently on governance matters and shareholder engagement.  Tony holds a Masters in Business Administration (Schulich School) and the Chartered Financial Analyst designation. He is a member of the Institute of Corporate Directors and a faculty member of The Directors College.

Dr. Marty Taylor

ASL Interpreter Permanent Invitee

Marty Taylor is an interpreter, educator and a nationally certified interpreter in Canada and the U.S. Dr. Taylor has been involved in video relay interpreting research for over ten years and has been a CAV Board Member since its inception. Marty has written two seminal books in the interpreting field: Interpretation Skills: English to American Sign Language and Interpretation Skill: American Sign Language to English which are used in over 100 interpreter education programs. Her current projects involve research on interpreting in educational settings, spoken language skills of native-English speakers, creating and supporting distance education, and developing materials to enhance interpreter skills development.

Jonathan Daniels

TSP Director

Jonathan Daniels, B.A. (McGill) 1990, J.D. (Toronto) 1994, is Vice President Regulatory Law at Bell. He has worked with Bell in various capacities since 2004.  His primary focus is on major telecommunications regulatory policy issues.  Previously he served as VP Regulatory for Cable & Wireless Caribbean, VP of Regulatory and Carrier Relations for C1 Communications in Toronto, Director of Regulatory for Covad Communications and Director of Regulatory Affairs for Sprint Canada.  After law school, Mr. Daniels articled and was an associate with the law firm Stikeman, Elliott.  In his various roles, Mr. Daniels has appeared before committees of the House of Commons, the Senate, the CRTC and numerous regulators in the Caribbean.  Mr. Daniels taught telecommunications law at the University of Toronto Faculty of Law and telecommunications market dynamics at Ryerson University.

Dr. Jessica Dunkley, MD, MHSc, CCFP

DHH ASL Director​

Dr. Dunkley is a family physician and resident physician in dermatology at the University of BC with a 16-year career in healthcare, including clinical medicine, health program evaluations and delivering professional development workshops.  She is involved in clinical research in dermatology, having presented at numerous conferences in North America.  She is a frequent speaker for various conferences related to accessibility and health care and provides mentorship to aspiring Deaf and hard of hearing health professionals.  Dr. Dunkley holds a Bachelor of Physical Therapy & Masters of Clinical Epidemiology from UBC and a Doctorate of Medicine from the University of Ottawa.   

Gwen Beauchemin

Independent Director

Gwen is an independent board member and an owner and cybersecurity consultant at Tillet Consulting. She engages with organizations that aim to improve citizen access and security to telecommunications and data networks in Canada. Gwen holds board positions with the Canadian Administrator of VRS (CAV), Canadian Internet Registry Authority (CIRA), Quantum Safe Canada (QSC), and the Human-Centric Cybersecurity Partnership (HC2P). With a career spanning more than 35 years, including roles at Bell Northern Networks, Nortel, the Government of Canada, and Payments Canada, she brings a wealth of knowledge and experience to the table. Her extensive experience encompasses executive and management roles in IT development, IT operations, product-release management, operational and strategic policy, and security. Gwen has a Bachelor of Computer Science, with Honours, from Carleton University in Management & Information Systems. She is an accomplished leader, with certificates from the Council of Canadian Innovators (iGP L2), ICD (Governance Essentials Program), EC-Council (C|CISO), Canadian Forces Staff College (Executive Leaders’ Programme), Government of Canada School of Public Service (Direxion program), Queen’s University (Strategy Programs), and ITIL and PMBOK programs.

Kate Southwell

TSP Director

Kate joined Bell Canada’s legal and regulatory department in 2019 and currently holds the role of Senior Legal Counsel. She provides legal and regulatory guidance regarding compliance with accessibility-related legislation, regulations, and regulatory obligations. She also supports the establishment of associated policies, procedures, and best practices. Kate develops policy positions on regulatory issues, including accessibility, and is actively involved in internal accessibility and inclusion initiatives, including membership in accessibility steering committees and working groups. Kate is a lawyer and has been a member of the Law Society of Ontario since 2013. She has a Juris Doctor from the Faculty of Law at the University of Toronto and a B.F.A., with Distinction, from the University of Windsor. Prior to joining Bell, Kate managed a broad corporate/commercial litigation practice at DLA Piper (Canada) LLP, on whose behalf she appeared at the Supreme Court of Canada and all court levels in Ontario.

David Joseph

DHH LSQ Director and Board Chair

David currently works as a Financial Analyst at Health Canada.  With his 11 years tenure in the Federal Government, he has acquired experience in various divisions such as accounting operations, financial system, financial policy and corporate accounting. He is an analytical and critical thinking person that loves to be involved in various non-profit organizations.  In addition to CAV, he is the Treasurer for the Canadian Deaf Sports Association (CDSA).  David is fluent in 4 languages:  LSQ, ASL, French and English.  His first languages are LSQ and French.  He also teaches American Sign Language (ASL) at Carleton University for the past 10 years. 

Anne Missud

LSQ Interpreter Permanent Invitee

Anne Missud is a permanent invitee, representing the French-LSQ interpreters at the CAV board. She acquired long standing and wide interpreting experience over a 20-year career in various public and private settings. She is actively involved in the training of interpreters as a teacher at the University of Quebec in Montreal. She is currently completing her Ph.D./Psy. D in community psychology, her research focuses on the wellbeing of the deaf community. She is a certified member of the Ordre des traducteurs, terminologues et interprètes agréés du Québec.

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