FREQUENTLY ASKED QUESTIONS
HOW DO I CONTACT CONVO TO HELP ME?
You can contact our Customer Service at WhatsApp 073 545 0683 or email hello@convo.co.za. You can visit www.convo.co.za/contact to fill out more information.
HOW DO I DOWNLOAD THE CONVO APP?
You can download the app from your mobile phone’s Google Play Store or Apple App Store. Please search ‘Convo ZA’ and download the app. You can also click on one of the icons below:
Once you have downloaded the app, remember you need to contact us to receive your login details (username and password) from our Customer Service team.
WHAT TIME DOES THE CONVO APP OPERATE?
The Convo app is open 24 hours a day, 7 days a week — from Monday to Sunday, including public holidays.
WHAT TIME DOES THE CUSTOMER SERVICE OPERATE?
Customer Service is open from Monday to Friday, 5 days from 09H00 to 18H00, excluding public holidays.
CAN I JOIN THE CONVO CALL IF I HAVE DUAL SIM CARDS?
Yes, you can! Please note that the Convo app is currently collaborating with MTN, so you would need a MTN sim card to join.
CAN I MAKE AN EMERGENCY CALL?
Yes, you can click on the ‘112’ emergency button in the Contacts directory within the Convo app. You can also dial other emergency numbers, such as 10111, 082911 etc through dialing numbers.
WHO WILL THE INTERPRETERS AND COMMUNICATION ASSISTANTS BE?
The SASL interpreters and communication assistants are the most important part of this service, along with you. That is why we are taking the utmost care in selecting only the best interpreters and communication assistants. We have a very comprehensive Code of Ethics to ensure that confidentiality and professionalism remain a priority.
CAN I ASK FOR A SPECIFIC INTERPRETER OR COMMUNICATION ASSISTANT?
No, due to the nature of on-demand interpreting services and it depends on the availability of interpreters during their scheduled shifts. But you can request a different interpreter, or communication assistant for another spoken language if needed (if available, for example, Afrikaans, Zulu, etc), and if there is a conflict of interest involved, that will impact the ability of the interpreter/ communication assistant to interpret the call effectively.
ARE CONVO CALLS CONFIDENTIAL?
Yes! Our sign language interpreters and communication assistants interpreting profession requires confidentiality of content, according to a rule mandated by the Code of Ethics. All calls are confidential as part of overseeing NRS, while the NRS calls are essentially a “middle person” of the interpreters and communication assistants, the exchanged messages are determined by the Deaf and hearing callers and may not be altered by the interpreters and communication assistants. All calls are not recorded and remain confidential and secure.
WHO ENSURES EVERYTHING IS FAIR?
The Independent Communications Authority of South Africa (ICASA)’s role is to regulate both the telecommunications and broadcasting sectors in the public’s interest. In 2021, we were delighted when ICASA passed the ‘Code for Persons with Disabilities’ regulations requiring Mobile Network Operators (MTN, Vodacom, Cell C, Telkom, etc, for example) to provide NRS.
WHAT IS A VRI?
VRI stands for Video Remote Interpreting. VRI is a solution that is used through the Convo app or video conferencing platforms with a sign language interpreter to facilitate communication between a Deaf person and a hearing person. The interpreters are present online in the same environment as the other parties while you'll have instant and convenient access to a sign language interpreter for your needs.