What is a Special Request and Who is it For?

A Special Request is required when your telecommunications device breaks or your needs changed. Since you are generally ineligible for a new device for 3 years from the date you first receive your device, this request serves as an exception for the following situations:

• Your device is broken or no longer working.
• Your communication needs have changed, your hearing is worse, your speech difficulties are worse, or you need different equipment due to a new life situation.
• Your device has been lost or stolen.

 

What Do You Need to Make a Special Request?

In order to make a Special Request, you’ll need a few things to get started.

If your device is not working, you’ll need to provide proof that your device is no longer working. In this case, you’ll need to reach out to the vendor or manufacturer to see if they’re able to fix your device. If they find it cannot be fixed, then you’ll need to request proof that it is beyond repair and can begin the process of receiving a new device.

If your communication needs have changed, for example, your hearing or speech difficulties have become worse or you’ve had a life change, you would need to reach out to your medical professional to provide proof that your needs have changed. Another example would be if the equipment you have is no longer meeting your needs – you ordered an iPad and are now in need of an iPhone for the mobility of the device, or if you have an amplified phone and your hearing has become worse and a CapTel would be better suited for you.

Once you have verification from a manufacturer or medical professional, you can move forward with making a Special Request by filling out the application and writing your Special Request letter.

 

If your Device is Lost or Stolen

If your device is lost or stolen, contact us immediately. We will reach out to the vendor to gauge whether they can lock the device and track it down. If they can find it, they will let us know and we’ll reach out to you with the next steps on contacting the police, if needed. If they’re unable to locate your device, it’s possible to continue with a special request, but will need a police report, in addition to the application paperwork required.

 

 

 

 

 

 

 

 

 

 

 

 

How to Make a Special Request

To make a Special Request, you’ll need to contact our team at Telecommunications Access Iowa. You can reach us by email at info@teleiowa.com or by filling out a quick contact form on our website.  You can also give us a call at (515) 282-5099, Toll-Free: (800) 606-5099, or you can contact our videophone at: (515) 207-0776.

 

What is the Process to Make a Special Request?

1. Determine if your Device is Under Warranty
   • Before starting the process of making a special request, please reach out to the equipment vendor to see if your device is under warranty. If it is no longer under warranty, you can begin the next steps in the process.
2. Contact TAI
   • Contact Telecommunications Access Iowa to receive information on how to make a Special Request.
3. Contact Manufacturer or Your Medical Professional
   • Contact your manufacturer to verify your device is not repairable or contact your medical professional if your needs have changed.
4. Send in Your Application
   • Make sure to include your letter of request, letter from professional or proof of irreparable damage.
5. TAI Will Then Request on Your Behalf
   • Telecommunications Access Iowa will then send your special request to the State of Iowa for official approval.
6. Once Your Application is Approved
   • Once your application for a new device is approved, a voucher will be automatically sent to your equipment vendor. You’ll be notified by the vendor and will then be able to order your new equipment. They will then process the request and send your new device as soon as possible.

 

What Would Disqualify Me from Making a Special Request?

There are a few reasons why your application for a special request may be denied.

• Your device is still under warranty.
• Your device can be repaired.
• You’re unable to provide proof your device is broken, or your needs have changed.
• Your device broke due to circumstances within your control.

 

Your Special Request Contact List:

Telecommunications Access Iowa:

• Contact TAI when applying, you have questions about the application process and the qualifications needed.

 

Email: info@teleiowa.com

 

Phone:

Main Line: (515) 282-5099

Toll-Free: (800) 606-5099

Videophone: (515) 207-0776

 

Website: teleiowa.com

 

Equipment Vendor:

• Contact your equipment vendor for any technical issues such as logging into your device or apps, have issues with the apps on your device and updates on your device’s estimated time of arrival. You will also need to contact your equipment vendor to confirm the warranty expiration date of your device.

 

You can find a list of vendors and their contact information HERE.

Service Carrier:

• Contact your service carrier such as Verizon, AT&T, T-Mobile, etc., for issues with phone service.

Professional:

• Contact your medical professional to provide proof of updated needs.

 

Making a Special Request with Telecommunications Access Iowa is easy! If you have any questions about the application, the process, or unsure if you’re eligible to apply, please don’t hesitate to reach out to our Team and we would be happy to assist you.