DJ  xx                                  SEP 10 1993
           III - 1.3000

XX
XX
Las Cruces, New Mexico   XX

Dear XX   :

     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

cc: Records, Chrono, Wodatch, Magagna, MAF
    udd\Magagna, pl.74

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                               - 2 -

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

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                                       XX 
                             Las Cruces, New Mexico  XX
            302 b2a                           XX

                                January 27, 1992

Ass't. Attorney General for Civil Rights
Department of Justice
Washington, D.C. 20530

Re: Americans with Disabilities Act

Hello:

     I suffer from severe hearing impairment and must rely on lip
reading to carry on a conversation. With an amplified telephone,
I can "make out" some of what a person is saying but I have no
confidence whatsoever that I am hearing correctly on the
telephone.  Consequently, I have a policy of not doing business
over the phone.

    I am presently involved in a dispute with the Chrysler
Corporation regarding a Plymouth mini-van that experienced total
crankshaft failure at 14,000 miles. Twice, Chrysler corporation
representatives have called me on the phone to discuss the
matter.   In both instances, I asked the caller to send me a
letter. To date, I have heard from neither of them.

     Does the Act require businesses firms to recognize hearing
impairment and use written correspondence instead of the
telephone?   I understand that the Corporation has a computer
answering system(blah, blah, blah, push 1; blah, blah, blah,
blah, push 2; etc.) but there is no way in the world that I can
get through such a system.

     I hope you can help me, or, at least, tell me how I should
proceed. Any help you can offer will be greatly appreciated.

                             Yours very truly,

                                   XX

C:  K.K. Jones
    Owner Relations Coordinator
    Chrysler Corporation
    26001 Lawrence Ave.
    Center Line, MI 48015-1231

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