Lifeline

National Lifeline Accountability Database (NLAD)

Duplicate Subscriber Resolution for Vermont

During the initial NLAD loading process in Vermont, the system identified subscribers who receive more than one Lifeline Program benefit. These subscribers are known as duplicate subscribers. Only one benefit is allowed per subscriber (see Lifeline Program rules), so duplicate claims for Lifeline Program support must undergo duplicate subscriber resolution. Follow the instructions below to resolve duplicate subscriber records.

Pull a Duplicate Subscriber Report in NLAD

To find out duplicate subscribers for your company, access the following report:

  • Log in to NLAD.
  • Under the Reports and Tools section, select Reports.
  • Select Detail Duplicate Subscriber Report.
  • Select the study area code (SAC).
  • Select your preferred report format (either "display" or "CSV").
  • Click Submit.

On the report, subscribers identified as receiving multiple Lifeline Program-supported benefits will appear as "Duplicate Subscriber" in the "Duplicate Type" field.

USAC Sends Letter to Subscribers; Subscribers Make Selection

Subscribers identified as receiving multiple Lifeline Program benefits will receive a letter from USAC (Spanish version coming soon) with the following information. Subscribers will also receive automated phone calls requesting that they select a single Lifeline Program service provider. Please see the calendar of events below for important dates.
The letter will say:

  • Subscribers in Vermont will have until January 2, 2018 to select a single Lifeline Program service provider.
    • To select a single service provider, subscribers should call the toll-free number provided in their letter or automated call.
    • USAC randomly selected a default carrier. If the subscriber wishes to remain with the default carrier, they do not have to call the toll-free number and no further action is required.
  • If no action is taken by January 2, 2018, the subscriber will retain the services of their default service provider and will be de-enrolled from their other provider. If the subscriber has questions regarding their default service provider, they will be directed to contact the toll free number that is provided in their letter or automated call.

Service Providers Notified of Subscriber Selections

After January 9, 2018, USAC will notify service providers of the subscriber's selection. At this time, service providers can access their "Duplicate Resolution De-Enroll Report" to identify the subscribers they are required to de-enroll from their internal listing within five (5) business days from receiving notice from USAC.
To access this report:

    • Under the Reports and Tools section, select Reports.
    • Select Duplicate Resolution De-Enroll Report.
    • Select the study area code (SAC).
    • Select your preferred report format (either "display" or "CSV").
    • Click Submit.

Service providers cannot include these subscribers on their FCC Forms 497 going forward.

Selection Window

NLAD does not allow changes to a subscriber's information until after the selection window ends. If a subscriber requests to be de-enrolled during this period, service providers should follow the process below:

    • De-enroll the subscriber within your internal system and terminate Lifeline Program-supported service to the subscriber.
    • Once the subscriber's -selection window ends, de-enroll the subscriber from NLAD if they do not already appear on your "Duplicate Resolution De-Enroll Report."
    • Enter the de-enrollment date as the date the subscriber's Lifeline Program-supported service was terminated.
    • Keep a record of the subscriber's request to be de-enrolled and the subsequent de-enrollment.

Subscriber Dissatisfied with Default Service Provider

If a subscriber calls outside of the selection window and is not satisfied with the default service provider they were assigned, they will be instructed to contact their preferred service provider directly. The preferred service provider should then initiate a benefit transfer in NLAD to transfer their service.

Duplicate Subscriber Resolution - Important Dates

The calendar below outlines the schedule that USAC will follow for mailing letters to subscribers identified as receiving multiple Lifeline Program-supported benefits. These dates are subject to change.

  • November 27, 2017: USAC mails the letter, and the 30-day selection window begins.
  • December 11, 2017: The first automated call to subscribers, requesting they choose their single Lifeline Program service provider.
  • December 18, 2017: The second automated reminder call to subscribers who have not chosen their single Lifeline Program service provider.
  • January 2, 2018: The end of the 30-day call-in period, which is the final date that subscribers can call the toll-free number to make their selection.
  • January 10, 2018: The date service providers will be able to access the report that shows subscriber's preferred service provider.
  • January 17, 2018: The deadline for those service providers to de-enroll subscribers that did not choose them as their single Lifeline Program service provider from their own internal system.