# 102


III-1.3000                                   September 10, 1993


DJ XXXXXXXXX






XXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXX
Las Cruces, New Mexico  XXXXX

Dear Mr. XXXXXXX:

     This is in response to your correspondence requesting
information about the Americans with Disabilities Act (ADA).  We
apologize for the delay in responding.

     The ADA authorizes the Department of Justice to provide
technical assistance to individuals and entities having rights or
obligations under the Act.  This letter provides informal
guidance to assist you in understanding the requirements of the
ADA.  However, it does not constitute a formal legal
interpretation or opinion and it is not binding on the
Department.

     Your inquire about the ADA obligations imposed on
manufacturers to respond to consumer complaints from individuals
with hearing impairments.  The ADA lists twelve categories of
entities as places of public accommodations.  Manufacturing
activities do not fall within these categories.  However, it is
our view that an extensive customer services operation of a large
manufacturer is separately covered as a public accommodation if
it is providing a service in connection with the retail sales of
its products.  Accordingly, such a customer service office is
required to ensure effective communication with its customers
having disabilities by providing auxiliary aids and services
unless providing them would constitute an undue administrative or
financial burden.  

     There are a variety of aids and services that can be
provided to ensure effective communication with persons having
hearing or speech impairments.  For telephone communications, the
ADA has required the establishment of telecommunications relay
services which are now available on phone systems throughout the
country.  The relay system allows persons with hearing
impairments to use TDDs to contact specially trained operators 
who then relay the calls by voice to the parties to whom the TDD
users wish to speak.  Your local phone company should be able to
provide you with more information about its relay system.

     We hope this information is useful to you in evaluating your
rights under the ADA.

                            Sincerely,




                         John L. Wodatch
                              Chief
                      Public Access Section