Templates - Users (Inquiries and Complaints)
People with hearing loss often don’t know what to write, what terminology to use, and what they can request with assistive listening systems (hearing loops, FM, or infrared systems). To make it easier, we’ve put together some templates to help you get started. It is not legal advice.
We are simply offering ideas and suggestions, rather than telling you what to do. It’s YOUR correspondence, not ours. You know the situation best. If you don’t like something, delete or change it. You need to be comfortable with whatever you submit. If you prefer different language, change it. Our goal is to give you something to start with.
Feel free to adapt a template to write an inquiry, compose a complaint, or write a thank you. It can save you time—all you need to do is add the details and adapt them to your needs.
More will be coming soon! In the meantime, please email us if you need support or resources. We may even be working on a draft template that may be relevant to what you might need.
Last updated 9/18/24
Language matters
“If you don’t tell people what you need, they will make the decision for you” – Tina Childress
If you say you have a ‘hearing loss,’ someone may not know what you need. Everyone’s hearing loss is different, and thus needs are different too. Often, it’s better to describe what you need, the difficulty you have, how you felt if the equipment didn’t work, or what it means because you couldn’t hear clearly. Below are some ideas to describe hearing loss.
- Able to hear every word
- Access
- Accommodation
- Fully understand
- Clearly hear every word
- Dignity
- Disability
- Emotion “I felt _____”
- Equal
- Fully participate
- Inaccessible program
- Inclusion
- Left out
- Part of
- Respect
- Tired. It was a lot of work to listen.
Examples from Center on Hearing Access
Apologetic: “I’m sorry, with my hearing loss, I need to borrow a receiver and neckloop when I come to Saturday’s library event” to
Better: “I’m looking forward to Saturday’s library event. Where can I borrow a receiver and neckloop?”
Apologetic: “My apologies, but I’m hearing a buzz when I listen through the headphones” to
Better: “When I listened through the headphones, I heard a continual buzz, and it made it almost impossible to enjoy the production”
Learn more. Being Unapologetically Hard of Hearing, Courtesy Hearing Loss Live (blogpost, webpage)
INCLUSION #inclusion #InclusiveDesign #communication #ItDoesMatter
ASSISTIVE LISTENING SYSTEMS #hearingloop #telecoil #assistivetechnology #advocacy #hearingclarity #acoustics #hearingloopshelp #WhereILoop
ADA #ADA #effectivecommunications #accessibility #adacompliance #Advocacy #IWill
HEARING LOSS #betterhearing #hearingloss #hearingaids #hearinglossawareness #hearinglossjourney #HardOfHearing #HearingLossSupport #HearBetterLiveBetter
DISABILITY #disability #disabilities #DisabilityAwareness #DisabilityRightsAreHumanRights #NothingAboutUsWithoutUs #DifferentlyAbled #RemoveTheAsk #DisabilityResearch #PwD
LEARNING/EDUCATION #education #community #conference #networking #learningandgrowing
AUDIOLOGY/HEARING INSTRUMENT SPECIALISTS #audiology #audiologists #audiologist #aud #aud2be #IHSHear4U #aud2b #bestpractice #stayconnectedwithlife (IHS promotion)
SOUND #reverberation #buildingacoustics #SoundLevel #NoiseLevel #AcousticService #acousticsolutions #acousticpanels #roomtreatment #backgroundnoise
Ask for telecoils! (Ask your audiologist or hearing instrument specialist)
Sometimes people will say “I want that thing at [name of site/facility!] ”
Many people with hearing aids don’t know if their hearing aid has a telecoil or how to use it. Ask your audiologist or hearing instrument specialist if your hearing aid has a telecoil, make sure it’s activated, and ask for instruction in using your telecoil program.
HLAA Enabling Telecoils (front/back postcard, pdf) (4 to a page, pdf)
ASSISTIVE LISTENING SYSTEM COMING
[facility name] is excited to announce the installation later this month of an assistive listening system known as a hearing loop. The new system will allow [patrons/guests/parishioners] with hearing loss to hear services easily and clearly with the use of their own hearing aid, implant or a receiver.
How to use the hearing loop
If you have a hearing aid, you likely have a feature known as a telecoil or “t-coil” in it. This feature is not automatically activated by audiologists but is present in most hearing aids and all implants on the market today. Someone using a hearing aid will be able to use the new assistive system by simply switching to the t-coil program on a personal hearing device. If you are not sure if your hearing aid has a telecoil program or whether it is activated, contact your audiologist. We encourage everyone with hearing aids to inquire about the telecoil sooner rather than later, so that when the hearing loop installation is completed [later this month], you can use the system with your hearing aids.
Receivers will be available for [patrons/guests/parishioners] to use if they don’t have hearing aids, or if their hearing aid does not have a telecoil in it. Stay tuned for more information!
Thank you-Asst. Listening System
The hearing loop was great! The FM equipment was charged.
coming soon – please email us for a draft
Inquiries-Asst. Listening System
As a community member / resident of [CITY], I am excited that [NAME of site/facility] is under renovation / construction.
As a person with hearing loss, I depend on assistive listening systems to hear clearly. Do you happen to know what assistive listening system you/the facility is planning to install? And who might I contact to advocate for installing a hearing loop in [name of auditorium, room, etc.] ?
For information on all ADA-compliant assistive listening systems and ADA requirements, please visit the national nonprofit, the Center for Hearing Access.
Options. Choose what is applicable for you, and adapt.
- Hello I will be attending [EVENT Name] on [DATE]. Can you tell me what type of assistive listening device is available? How does it work and what do I need to do?
- I am interested in attending an event in the [FACILITY NAME] and wondering what type of assistance listening system is available (FM, hearing loop, IR)? I couldn’t find any information on your website. Thank you.
I’m looking forward to coming to the performance on [DATE].
I read on the website [copy/paste ALS statement from website]. [copy/paste WEBSITE URL for easy reference]
2 questions
- To help me prepare ahead of time, what type of system do you have FM? IR?
- Do you have neckloops that plug into the receiver so I can use my telecoils? Headphones aren’t hearing aid and cochlear implant compatible.
As a suggestion, it would be better if more information was available on the website. I have become aware of a new handout that has a template paragraph you can easily adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
Not everyone realizes that neckloops are required under the ADA and an online receiver calculator is available: Receiver calculator Northwest ADA Center (website).
Dear [insert ADA coordinator name]
According to the website, the [city/county] owns & operates [insert name & website]
I am planning a family visit in [month/year], and I am looking forward to attending the [performance or event name] on [date].
I have significant hearing loss and use the telecoil in my hearing aids to access ADA-compliant assistive listening systems wherever I go, whether a hearing loop, FM, or IR system.
The [concert or event venue] website states that
[copy/paste]
Recently, I inquired about the system for the [venue name] and how to access it. I received the following email reply:
[insert response]
The reply I received makes no sense. I am not asking to [insert gloobledgook]. Will there or won’t there be an assistive listening system for the [concert/event]? If there will be one, a) what type of assistive listening system do you have (hearing loop, FM, or IR system), b) If it’s an FM or IR system, do you have neckloops available? c) where do I pick up equipment to borrow & what are the checkout procedures?
As a suggestion, it would be better if more information was available on the website. I have become aware of a new handout that has a template paragraph you can easily adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
I need to complete my plans for this trip, so I appreciate your timely response.
[name, state]
Suggestions-Missing Information about ALS
Options. Choose what is applicable for you, and adapt.
- “friendly approach” To help people find and learn about your assistive listening system, I hope [INSERT facility name] will consider adding information to the webpage and other places. To make it easy, here’s a practical tool with paragraph templates to adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
“friendly approach” I also looked around on the [facility name] website and didn’t find any information about accessibility: mobility, FM system, and other services.
- Here’s a nice example from Lone Tree Cultural Center
- A statement about the FM system can be easily adapted from this tool Promoting Your Assistive Listening System, with Checklist (2 pages, pdf). Note: as a [public university], you’ll need to make information available about the FM system (see the back)
- “educational approach” I’m not sure that you are aware that per the ADA, Title II entities. “Public entities are required to ensure that interested people, including people with hearing impairments, can obtain information as to the ‘existence and location of accessible services, activities, and facilities.’ To ensure that the public can easily identify the ADA Coordinator, the person’s name and contact information must be provided to the public.” To make it easy, here’s a practical tool with paragraph templates to adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
- “educational approach” For Title III entities, public notice is a best practice, but not required. However, it helps both the site and the public to provide advanced information on what accommodations are already available. That way, the owner/operators don’t answer the same questions over and over, and users can plan to attend or request something else they might need. To make it easy, here’s a practical tool with paragraph templates to adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
Requesting Accommodations
Sample Accommodation Request Letter, an example of what can be included in an accommodation request letter and is not intended to be legal advice. JAN network (webpage).
Guide to Requesting Hearing Accommodation In a Public Venue, HLAA (2 pages, pdf)
ALS at Events
Town halls, campaign events, etc. all need to have communication access for people with hearing loss.
Here’s a template you can send your legislator or legislator’s aide to ensure and promote communication access (ALS and captions). Ideally, the sites will be fully accessible both physically and aurally.
Legislator-Communication Access Request (Word document, 2 pages)
Encouraging the owner/operator to learn more
There is a two-part national ADA webinar on all 5 assistive listening systems; recorded in May and July 2024. You can watch the recorded webinars and download the slides at ADA webinars
There’s more information about all 5 assistive listening systems at the national, nonprofit, Center for Hearing Access
If you need additional resources or have questions, please feel free to email the national, nonprofit, Center for Hearing Access (this website)
Here’s a nice graphic on the statistics of people with hearing loss
Static or buzzing heard while using the system
If I could offer some beginning troubleshooting, two likely culprits that you may already be working on: Electromagnetic Interference (EMI) or interference on the selected channel. With all the new electrical wiring in the new building, EMI is a real possibility, such as some minor piece of the electrical work isn’t properly grounded. Here’s an FM/RF troubleshooting resource
Complaints-Assistive Listening System
complaint to ADA coordinator at the venue
———————
Good [morning]
I have hearing loss. My hearing aids give the most benefit to, at best, six feet if it is quiet and no other background noise; thus I need an assistive listening system (ALS) to eliminate the negative effects of distance, noise, and reverberation.
When I attended [event name] at the [facility] the assistive listening system (FM system) did not work. I experienced [brief description: clicking? humming? no sound]. I used a receiver and [neckloop or headphones]. At intermission I exchanged receivers and [neckloop or headphones]. Still I had did not have access to clear sound at the event, which was [describe feelings of being left out, frustrated, etc.].
These systems give me clarity to the words spoken and music. I am an experienced user and use IR, FM, and hearing loops around the state.
After the event, I spoke with staff about my experiences. They were very pleasant and assured me the system is checked before every event and would take care of things.
I thought it would be good to also send you an email. I hope this problem can be resolved. I’d appreciate an email acknowledging my concern. Thank you,
Complaint with the State’s Civil Rights office where a conference was held. All that was needed was a short description.
———————
I have significant hearing loss. My hearing aids give the most benefit to, at best, six feet if it is quiet and no other background noise; thus I need an assistive listening system (ALS) to eliminate the negative effects of distance, noise, and reverberation.
I recently attended the [Conference Name], [Conference dates, year] , at the [location]. Since there was no information about ALS on the conference center’s accessibility webpage, prior to attending, I sent an email to [name], ADA Coordinator on [date] and received no response.
On [date], [add any other things you did or experienced]
Because I had no assisted listening accommodation, it was difficult to hear in almost all of the meeting rooms. I required more effort on my part to concentrate in trying to comprehend what was being presented, making me more tired by the end of the day. I wasn’t able to fully participate and experience the conference and information being presented.