CA - Specific Rules for applying per channel.

CSR

When applying through CSR, the process will be the following:

Enrollment gets created
Information goes to CALAD
CALAD receives information and sends the applicant an envelope that includes:

Form with program details, TOS and request for the customer to sign in acceptance
HHW
Proof request
Document to resolve escalations (if needed)

The applicant must return those documents along with the proofs required and the State of California will inform Safelink Wireless about the customer application’s status.

In the case of an application created via CSR channel, the customer will always be contacted by CALAD in order to request the form to be read, signed and return along with the rest of the proofs required to complete the enrollment. Final word on customer’s approval is always on CALAD’s side.

If a customer calls in regarding the status of the application created, the agent will be able to see the details by searching the enrollment in CSR.

Important Information About the California LifeLine Program

When you ask to receive the California LifeLine discounts for cell phone services you have to wait up to 30 days to submit another enrollment request.

You cannot have multiple requests for the California LifeLine discounts for cell phone services going at the same time.

After the 30-day clock stops, you may then submit another enrollment request for the California LifeLine discounts for cell phone services.

You can cancel your enrollment request by contacting the California LifeLine Administrator by phone or going to Check Your Status on www.californialifeline.com. The cell phone company can also cancel an enrollment request.

Web and ST App

When applying via Web or with a ST Agent, using the ST app, the customer will be able to upload proofs right after the enrollment has been created, therefore the final qualification might be faster than CSR enrollment process.

In the case that the customer does not upload proof when signing up via web or ST app, the system will wait for 15 days to receive the documents. If there are no proofs uploaded in this period of time, the system will send the information to CALAD, for this party to send the envelope requesting to the customer to send the missing proof.