CA - Consent to Transfer Process

Introduction

In order to combat program fraud and abuse, effective Monday, October 2^nd, 2025, all California subscribers who are requesting to transfer their LifeLine service from another provider will be required to complete a "Consent to Transfer" form at the time of creating the enrollment application.

For this reason, while creating an enrollment, CSR agents will have to complete the form for the applicant through the CSR system with the information that they provide.

Procedure

In order to complete the Consent Transfer Form, customers will have to indicate the name of their previous service provider from whom the benefit will be transferred to us. The applicant will have to select one value from a drop-down list that the system will provide.

There will be an additional box for the customer to provide their contact number in case they haven’t provided it in the PII section. On the other hand, if the contact number was introduced, this box will not be displayed, because there will be no need to provide it again.

Application Review Section (CSR)

Once the enrollment process is finished, applicants will have to fill in the Consent form by logging into ‘My Account’ from the SafeLink website and follow the prompts to provide their electronic signature.

Script

"Do you have access to the internet?"

• If the applicant answers with a YES:

"We will email you a link that takes you directly to your account. Please log in by entering the requested information, then review the disclosures, and finally, E-sign your application."

• If applicants state that they DON'T have access to the internet, they will not be able to perform the service transfer because the e-sign process is mandatory:

"Unfortunately, we cannot transfer your LifeLine benefit because the Consent to Transfer form must be signed by the applicant online."

Transfer Form Sample

This is how the Consent to Transfer Form will look like:

What to look for when reviewing the form

1. Transfer Information (Customer Section)

Make sure the following fields are filled in clearly and completely:

• New Service Provider’s Name (line after “I want to transfer my California LifeLine benefit to...”)
• Current and New Service Provider names (in the sentence that begins “By signing this form…”)
• Customer’s Full Legal Name – must match the one in the official government-issued ID (no nicknames).
• Signature – must be a human-created signature (not typed or digitally copied).
• Date – must be present.
• Contact Phone Number – make sure it's a valid number to reach the customer.

Sales Agent Section (If applicable)

This part is only filled out if a sales agent helped the customer complete the form.

Check:

• Agent’s Full Legal Name – must match what appears on official ID (no nicknames).
• Agent’s ID Number
• Agent’s Employer

Important Points

• The form ensures the customer understands that transferring their LifeLine benefit will automatically end the service and discount with their current provider, if applicable.
• If they’re receiving landline service from their current provider, they must acknowledge that the discount for that will also end.
• Customers cannot have multiple LifeLine benefits at the same time (even with different providers).