28 CFR Part 35 · Subpart E — Communications
§ 35.162 Telephone emergency services
Last updated June 11, 2026
What 28 CFR §35.162 requires of state and local governments.
In Plain Language
Emergency telephone services, including 911, must provide direct access to callers who use TTY devices or computer modems. People who are deaf or hard of hearing must be able to reach emergency services directly, without using a relay service as an intermediary. This is a life-safety requirement. Indirect access through relay services does not satisfy this requirement.
This summary is not official legal text. For authoritative guidance, consult the official regulatory text and Department of Justice guidance at ada.gov.
This summary is educational, not legal advice. The official text below controls.
Official Regulatory Text — 28 CFR § 35.162
Verbatim from 28 CFR Part 35, current through June 9, 2026.
Telephone emergency services, including 911 services, shall provide direct access to individuals who use TDD's and computer modems.
What § 35.162 Means in Practice
- Telephone emergency services, including 911, must provide direct access to people who use TTYs and computer modems
- Direct access means no relay middleman for emergency calls: the PSAP itself must be able to take the call
- Call takers need equipment and training to recognize and respond to TTY calls
- DOJ has applied effective communication principles to modern text-to-911 deployments as well
Common Questions
Our 911 center upgraded to new technology. Does the TTY requirement still apply?
Yes. TTY-direct access must be maintained through technology upgrades. Consult with your 911 system vendor to ensure continued compliance.
Can we tell deaf callers to use a relay service to reach 911?
No. Direct access is required. Relay services introduce delays that are unacceptable in emergency situations.
Does § 35.162 apply to your entity?
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