CA - TPA Requirements

The following document presents the work instructions that the TPA has implemented for the identity documentation requirements.  

The Identity documentation submitted via Service Provider Intake API (SPIA) or the California LifeLine Customer Portal must:

    • Be in color
    • Be a direct image of the identity document (photos of photos are not accepted)

Identity documentation submitted via US Mail:

    • Color and black-and-white copies are accepted only when submitted as part of a complete enrollment application or a complete IDV form packet response
    • If the form is submitted via the California LifeLine Customer Portal, a color copy of the identity document is required even if the identity document is submitted via the US Mail
    • Must be a direct image of the identity document (photos of photos are not accepted)

WARNING!

The TPA has observed instances—via call and chat transcript reviews—where individuals have contacted the TPA Call Center or engaged in web chats while impersonating subscribers to obtain information about their current Service Providers.


Subscribers should not be instructed to contact the CPUC or the Consumer Affairs Branch (CAB) to ask for the identity of their Service Providers. 

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