Autism/ASD and telephones

sarlyka

I have autism (Aspergers Syndrome).
One of my major difficulties is using a telephone. Due to my autism, I cannot manage telephone conversations because I need to see the person I'm speaking to. Also, I cannot process verbal information so I need information to be presented in a visual form, especially if it's quite complex or technical.

Fortunately, I am able to carry out most correspondence via email. However, I am struggling with a few large organisations who still insist on only offering telephone contact services: eg. telephone helplines or enquiry services. I consider this to be a disability discrimination issue and the EHRC agrees.

Is anyone else having similar problems?

[Deleted User]

Of course this is discrimination. Deaf people have always had this problem with phones.

Threaten them with the DDA. They have no right not to deal with you in the manner that you choose.

sarlyka

Tried threats but not getting anywhere. Thought it might be time for some group action.
Two organisations so far: Tesco technical helpline (other companies are able to provide email technical support) also HMRC/Inland Revenue. I need some advice regarding self assessment tax forms but they insist that I phone, even though they want everyone to complete the forms online!
I've written to both using a template letter from EHRC. Tesco responded to say they Do offer email so they're not discriminating. HMRC hasn't responded at all so I can't even start my tax forms.

Savvy_Sue

I would expect that both organisations have a formal complaints procedure, and now would be the time to start using it.

Good luck with Tesco: I gave up with online shopping because although they SAID they would respond to emails as fast as they would to telephone contact, they continued to ignore any emails I sent.

Prinzessilein

I am on the Autisic Spectrum. I cannot use a phone! (Actually, I can use my mobile...to phone my mother....at pre-arranged times...all other times the mobile is switched off!)

I don't have a land-line. I get scared when phones ring unexpectedly. I find it hard to talk to people face-to-face. It is impossible to talk to them if I can't see them.

I rely on my mother to make phonecalls for me. Most places accept this. But there are some companies who do not. I have explained things clearly. I have said they can write, or e-mail me if they insist on contacting me in person. But a small minority refuse - they state it is 'their policy'.

I agree that this is nothing less than discrimination.

jackieglasgow

asteroids_sara wrote: »

Tried threats but not getting anywhere. Thought it might be time for some group action.
Two organisations so far: Tesco technical helpline (other companies are able to provide email technical support) also HMRC/Inland Revenue. I need some advice regarding self assessment tax forms but they insist that I phone, even though they want everyone to complete the forms online!
I've written to both using a template letter from EHRC. Tesco responded to say they Do offer email so they're not discriminating. HMRC hasn't responded at all so I can't even start my tax forms.

Hi Sara. My son also has AS, and this is one of the things I've thought about for him, as he becomes an adult.

Your local HMRC should have a drop-in enquiry centre where you can get help with your SA forms. That's if you live in or near a city with an office, which is less likely these days as a result of cutbacks. Another option is to get someone to call the helpline for you, and ask for an Officer who would be dealing with your own SA when it is submitted if they would be willing to correspond with you by email to answer some questions you have prior to submission.

HTH Jackie X

elfen

This may sound silly, but would a textphone (like deaf people have) help? You could read what's being said and be able to type it back?

sarlyka

Thanks for the support and advice. I'm relieved to hear that it isn't just me with the problem. I manage text very well and friends and family tend to text to ask if it's ok to phone. My daughter used to do my phone calls for me. I do have people I can ask but that isn't really the point. It's a bit like a wheelchairbound person asking a friend to carry them up the stairs.

Progress though: Tesco has at last apologised and explained that they should have contacted their technical helpline and arranged for someone to email me. They have also explianed that they are putting a system in place so that customers can email technical support. I have also heard from HMRC. They are looking into my complaint and will get back to me. I'll let you know what happens. In the meantime, could other people with this difficulty please start to make a fuss if they are only offered telephone communication. I think textphone may help but I don't know much about it. Would I need to be registered as hearing impaired in order to get it installed?

bitsandpieces

No reason you can't hire or buy a textphone - http://www.rnid.org.uk/information_resources/factsheets/equipment/factsheets_leaflets/?ciid=305005#where - or use your PC as a textphone - http://www.textrelay.org/what_you_need.php. Companies are selling hardware and software - they will be pleased to take your money If you're trying one - might be worth hiring it, or buying inexpensive software, so you can see whether it is useful to you.

momoyama

How do those companies accomodate deaf people, then?

How about people that can't speak?

joolsybools

Exactly, goodness knows how much custom they loose out on.