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California Lifeline Telephone Program
FREQUENTLY ASKED QUESTIONS
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California Lifeline - Frequently Asked Questions 0.4", Bottom: 1", Footer distance from edge:
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What is California Lifeline Telephone ServiceProgram?
California Lifeline Telephone Service Program is a program that provides discounted basic residential Formatted: Highlight
home phone (landline) service to low-income householdseligible Californians at a discount. All telephone
companies that offer residential service in California must offer this discount to their customers who are
eligibleconsumers.
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Do I qualify?
There are two ways to qualify for California Lifeline, Method 1 Program-Based or Method 2 Income-
Based. You only need to qualify by one of these methods to participate in California LifeLine.:
Method 1 Program-Based
It’s easiest to qualify for California Lifeline if you or another person in your household is enrolled in
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one or more eligible these public-assistance programss.:
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Medicaid/Medi-Cal stops: 1.25", Left
Low Income Home Energy Assistance Program (LIHEAP) Formatted: Font: (Default) Arial, 11 pt
Supplemental Security Income (SSI) Formatted: Indent: Hanging: 0.25", Tab
Federal Public Housing Assistance or Section 8 stops: 1.25", Left + 1.56", Left + 1.63", Left
Food Stamps or Supplemental Nutrition Assistance Program (SNAP) Formatted: Indent: Hanging: 0.25", Tab
Tribal TANF stops: 1.25", Left
Bureau of Indian Affairs General Assistance Formatted: Font: (Default) Arial, 11 pt
Head Start Income Eligible (Tribal Only) Formatted: Font: (Default) Arial Narrow, 8 pt
Women, Infant and Children Program (WIC)
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Healthy Families Category A
National School Lunch's FREE Lunch Program (NSL) Formatted: Font: (Default) Arial Narrow, 8 pt
Temporary Assistance for Needy Families (TANF) Formatted: Page Number, Font: (Default)
1. California's Work Opportunities and Responsibilities to Kids Initiative (CalWORKS) Arial Narrow, 8 pt, Do not check spelling or
2. Stanislaus County Work Opportunities and Responsibilities to Kids Initiative Formatted: Right: 0.42", Tab stops: 0.81",
(StanWORKS) Left + 3.25", Centered + 7.1", Left + Not at
3"
3. Welfare-to-Work (WTW)
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4. Greater Avenues for Independence (GAIN)
• Medicaid/Medi-Cal Formatted: Font: (Default) Arial Narrow, 8 pt
• Supplemental Security Income (SSI) Formatted: Font: (Default) Arial Narrow, 8 pt
• Food Stamps Formatted: Font: (Default) Arial Narrow, 8 pt
• Healthy Families Category A
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• Women, Infant and Children Program (WIC) Arial Narrow, 8 pt, Do not check spelling or
• Low Income Home Energy Assistance Program (LIHEAP)
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• Federal Public Housing Assistance or Section 8
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• Temporary Assistance for Needy Families (TANF)
• National School Lunch's FREE Lunch Program Free Lunch (NSL) Formatted: Font: (Default) Arial Narrow, 8 pt
• Bureau of Indian Affairs General Assistance Formatted: Right: 0.42", Tab stops: 3.25",
Centered + 7.1", Left + Not at 3"
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California Lifeline Telephone Program
FREQUENTLY ASKED QUESTIONS
• Tribal Head Start
Tribal Temporary Assistance for Needy Families
Medicaid/Medi-Cal Federal Public Housing Assistance or Section 8 Formatted: Bullets and Numbering
Supplemental Security Income (SSI) Temporary Assistance for Needy Families Formatted: Bullets and Numbering
Food Stamps (TANF)
Healthy Families Category A National School Lunch's FREE Lunch Program
Free Lunch (NSL)
Women, Infant and Children Program (WIC)
Bureau of Indian Affairs General Assistance
Low Income Home Energy Assistance
Program (LIHEAP) Tribal Head Start
Tribal Temporary Assistance for Needy Families
Method 2 Income-Based
You may also qualify for California Lifeline if your annual household income is at or less than these
income maximumsthe following:
Income Guidelines Formatted: Font: 11 pt
(Less than 150% of federal income guidelines)
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Formatted Table
Household Size IncomeMaximum Formatted: Font: 11 pt
Income Formatted: Font: 11 pt
1-2 members $22,900 Formatted: Font: 11 pt
3 $26,900 Formatted: Indent: Left: 0"
4 $32,400 Formatted: Indent: Left: 0.75", No bullets or
numbering
Each add’l member Add $5,500
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Income is defined as all revenues received by everyone in your household, whether taxable or non- Arial Narrow, 8 pt, Do not check spelling or
taxable, including, but not limited to:Examples of sources of income are wages, salaries, interest,
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dividends, spousal support and child support, grants, gifts, allowances, stipends, public- assistance Left + 3.25", Centered + 7.1", Left + Not at
payments, social securitysecurity benefits, and pension/retirement monies, rental income, and 3"
income from self-employment. Formatted: Font: (Default) Arial Narrow, 8 pt
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You must provide appropriate documents proving that your household income meets the relevant
maximum income. Formatted: Font: (Default) Arial Narrow, 8 pt
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In addition, Lifeline customers: Formatted: Page Number, Font: (Default)
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• Must live at the home where they sign-up for the service. Formatted: Font: (Default) Arial Narrow, 8 pt
• The person signing up Ccannot be claimed as a dependent on another person’s income tax Formatted: Font: (Default) Arial Narrow, 8 pt
return.
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•
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California Lifeline Telephone Program
FREQUENTLY ASKED QUESTIONS
•
What are the California Lifeline discounts?
Service Description Rate
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Flat-Rate Local Either $5.47 or 1/2 of regular residential flat-rate
Unlimited local calls Formatted Table
Telephone Service for local telephone service. Whichever is less.
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Measured Local 60 local calls per month and Either $2.91 or or 1/2 of measured residential rate Formatted: Centered
Telephone Service $0.08 per call after 60 for local telephone service. Whichever is less. Formatted: Font: (Default) Arial, 11 pt
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Initiation of telephone
Service Connection/ Either $10 or half of regular service connection or Formatted: Font: (Default) Arial, 11 pt
service/ Change of
Conversion service conversion fee. Whichever is less.
class/type/grade of service Formatted: Centered
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Deposit Waived $0
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Service Description Rate
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Flat-Rate Local Monthly: the lower of $5.47 or 1/2 of the Formatted: Centered
Telephone Unlimited local calls utility's residential flat-rate local Formatted: Font: 11 pt
Service telephone service Formatted: Font: (Default) Arial, 11 pt
Monthly: the lower of $2.91 or 1/2 of the Formatted: No Spacing
Measured Local 60 local calls per month
utility's residential measured rate for Formatted: Font: Not Bold, No underline
Telephone Service and $0.08 per call after 60
local telephone service Formatted: Space After: 6 pt
the lower of $10 or 1/2 of utility's Formatted: Indent: Left: 0.13", Space After:
Service Initiation of telephone
connection/conversion charge for 6 pt
Connection service
residential telephone service Formatted: Font: (Default) Arial Narrow, 8 pt
the lower of $10 or 1/2 of utility's Formatted: Font: (Default) Arial Narrow, 8 pt
Service Change of
connection/conversion charge for Formatted: Font: (Default) Arial Narrow, 8 pt
Conversion class/type/grade of service
residential telephone service Formatted: Page Number, Font: (Default)
Deposit Waived $0 Arial Narrow, 8 pt, Do not check spelling or
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Toll-blocking prevents long Left + 3.25", Centered + 7.1", Left + Not at
distance calling. 3"
Toll-blocking or
$0 Formatted: Font: (Default) Arial Narrow, 8 pt
Toll-restriction
Toll-restriction limits long Formatted: Font: (Default) Arial Narrow, 8 pt
distance calling.
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How can I apply?
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Call your local phone company if you believe you qualifyto enroll. An application enrollment (orC Formatted: Font: (Default) Arial Narrow, 8 pt
certification Fform) will be mailed to you in a pink envelope by the California LifeLine Program. You must
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California Lifeline Telephone Program
FREQUENTLY ASKED QUESTIONS
respond to the Certification Form within 30 days. There are two ways to you can respond to complete the
process:
Option 1.: Register On-line process -– This is only available for those consumers who qualify by
Method 1 Program-based. Once you receive the certification Iform, look for the assigned PIN inside. Then
go online at www.californialifeline.com and register. Register online by the due date printed on the form or
else you will not get the discount!
you are program eligible foryou can go online at www.californialifeline.com and chooseto (Method 1). must Formatted: Indent: Left: 0", Space After: 6
have the PIN from the letter in your Certification PacketUsing the PIN provided in the letter, you can check pt
the box of the program you or someone in your household is enrolled in to verify your eligibility. You are Formatted: Highlight
enrolled quickly. Or:
Option 2:. Fill out Complete and return the signed and completed paper certification form – This
works for those consumers who either qualify by Method 1 Program-based or Method 2 Income-based.
Select the method that applies to you. If you choose Method 2 Income-based, you will also have to submit
documents proving your household income. Return the signed and completed form by - Complete the
income (documentation required) or program-based section (easiest method) of the form and return it
before the due date printed on the form. You must return this form promptly or you will be removed from Formatted: Font: Bold
LifeLine and back-billed for full rates from your application datenot get the discount! Formatted: Space After: 6 pt
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For assistance with eligibility or carriers serving your area, contactall the LifeLine appropriate cCall Formatted: Left, Indent: Left: 0", Space
After: 6 pt
cCenter.
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English 1-866-272-0349 pt
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Spanish 1-866-272-0350
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Laotian/Hmong 1-866-272-0351 Formatted: Font: (Default) Arial Narrow, 8 pt
Cambodian 1-866-272-0352 Formatted: Page Number, Font: (Default)
Arial Narrow, 8 pt, Do not check spelling or
Tagalog 1-866-272-0353 Formatted: Right: 0.42", Tab stops: 0.81",
Left + 3.25", Centered + 7.1", Left + Not at
Korean 1-866-272-0354 3"
Vietnamese 1-866-272-0355 Formatted: Font: (Default) Arial Narrow, 8 pt
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Chinese (Mandarin/Cantonese) 1-866-272-0356
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TTY 1-866-272-0358
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English 1-866-272-0349 Korean 1-866-272-0354 Formatted: Page Number, Font: (Default)
Arial Narrow, 8 pt, Do not check spelling or
Spanish 1-866-272-0350 Vietnamese 1-866-272-0355
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Laotian/Hmong 1-866-272-0351 Chinese (Mandarin/Cantonese) 1-866-272-0356
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Cambodian 1-866-272-0352 TTY 1-866-272-0358
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Tagalog 1-866-272-0353
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Centered + 7.1", Left + Not at 3"
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California Lifeline Telephone Program ...
FREQUENTLY ASKED QUESTIONS
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If you do not already have a phone company or would like to find out your choices as to which phone Formatted ...
companies in your area can give you the LifeLine discount, call the LifeLine Call Center toll-free. The Formatted ...
LifeLine Call Center can also provide you with more information about LifeLine.
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LifeLine Call Center hours are 8 a.m. to 7 p.m. Monday to Friday
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English 1-866-272-0349 Vietnamese 1-866-272-0355 Formatted Table ...
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Spanish 1-866-272-0350 Chinese-Mandarin 1-866-272-0356
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Laotian/Hmong 1-866-272-0351 Chinese-Cantonese 1-866-272-0356 Formatted ...
Cambodian 1-866-272-0352 TTY 1-866-272-0358 Formatted ...
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Tagalog 1-866-272-0353 Japanese 1-866-296-0860
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Korean 1-866-272-0354 Formatted ...
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Call the California LifeLine Administrator for certification and verification related questions and
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concerns. Formatted ...
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Administrator hours are 7 a.m. to 7 p.m. Monday to Friday Formatted ...
English/Spanish 1-877-858-7463 Formatted ...
Chinese (Mandarin/Cantonese) 1-888-765-1566 Formatted ...
Korean 1-888-765-1567 Formatted ...
Japanese 1-888-765-1568 Formatted ...
Vietnamese 1-888-765-1569 Formatted ...
Tagalog 1-888-765-1577 Formatted ...
TTY 1-888-858-7889 Formatted ...
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For complaints or problems related to California LifeLine, contact the CPUC’s Consumer Affairs Branch at Formatted ...
1-800-649-7570.
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California Lifeline Telephone Program
FREQUENTLY ASKED QUESTIONS
1-866-272-0349 For English calls
1-866-272-0357. To access an operator in the language of your choice
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Left + 3.25", Centered + 7.1", Left + Not at
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California Lifeline Telephone Program ...
FREQUENTLY ASKED QUESTIONS Formatted ...
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How do I remain on Lifeline? Formatted ...
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You will receive a an annual verification or renewal form (separately from your phone bill) about 10 Formatted ...
months after you have enrolled. To remain eligible for Lifeline, yYou must respond by the due date or you Formatted: Bullets and Numbering ...
will not get the discount! You again will have two options, using the online process or returning the signed Formatted ...
and completed form, to renew your participation.
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complete either the income or program-based section of the form and return it before the due date printed Formatted ...
on the form. Look for this verification form in the mail each year while you’re on California LifeLineand Formatted ...
send it early. Formatted ...
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YOU MUST MUST DO THISRENEW YOUR PARTICIPATION EVERY YEAR.
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What happens if I am disqualified? Formatted: Bullets and Numbering ...
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You will be removed from California LifeLine.
You will be converted to regular home phone service starting from the enrollment date for Formatted ...
certification customers.. Formatted ...
For Ccertification customers , they will be BACK BILLED for inappropriately received discounted Formatted ...
rates. So regular home phone rates will be charged. Formatted ...
Verification customers will be converted to regular home service, no back billing will be applied to
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the customer’s account.
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You may be required to pay a service deposit and interest. Formatted ...
You can still reapply and go through the certification process again. The process will start over, but Formatted ...
the consumer will have to pay another service conversion fee.
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You can also appeal a denial or disqualification by calling the CPUC’s Consumer Affairs Branch at
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1-800-649-7570.
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How to resolve a complaint related to California lifeline? Formatted ...
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First, call the Lifeline hotline at 1-877-858-7463. If you are still not able to resolve your complaint, contact
the California Public Utilities Commission (CPUC) at 1-800-649-7570. Formatted ...
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Important Tips: Formatted ...
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When you call your local phone company to sign up for Lifeline, you are NOT required to order additional
services like call waiting, caller ID, and voicemail, bundled packages, etc. If you accept these additional Formatted ...
services, you will have to pay for them. Formatted ...
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• There is no deposit required for basic Lifeline telephone service. customers. Formatted ...
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California Lifeline Telephone Program
FREQUENTLY ASKED QUESTIONS
• Lifeline does not include pay or give discounts on long-distance service.
• Registering online is easy and convenient for certification customers r those eligible by Method 1 Formatted: Bullets and Numbering
Program-based and for annual renewals (verifications) based on either eligibility method. .
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3"
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