Deaf People: Telephone Services
Debate between Lord Gardiner of Kimble and Lord Bishop of Exeter
Lord Gardiner of Kimble
My Lords, we must clearly do better for the many people whom my noble friend has highlighted. I understand that for between 55,000 and 70,000 people in our country British Sign Language is their first or preferred language. The Minister for Communications has been extremely active, working with other departments, Ofcom, banks, service providers and voluntary organisations. The relay services working group has been set up to advance the potential for VRS and I would urge all service providers to see implementation as a matter of top priority.
The Lord Bishop of Exeter
My Lords, does the Minister agree that it is a question not merely of introducing helpful technology such as video links but also of the appropriate human communication skills to accompany it—for example the ability to speak slowly and distinctly with an appropriate background to aid lip-reading or a recognition that those with a hearing impairment might process material rather more slowly, particularly when they are engaged at a distance? What encouragement are the Government able to give to the banks to ensure that the acquisition of such skills and awareness is part of routine staff training?
Lord Gardiner of Kimble
I entirely endorse what the right reverend Prelate has said. It is very important that not only the banks but all those customer service providers are aware of how their employees should be trained. Indeed, the British Bankers’ Association is endeavouring to ensure that these problems are resolved, particularly in terms of training for deaf and hearing-impaired customers. Many concerns have been voiced around faulty hearing loops, for example—about their being in place in banks and about customers being aware of them. However, technological advances cannot replace the most important feature of our existence, which is a common decency and humanity.