Lifeline

National Lifeline Accountability Database (NLAD)

Duplicate Subscriber Resolution for Puerto Rico

During the initial NLAD loading process in Puerto Rico, the system identified subscribers who currently 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). Thus, duplicate claims for Lifeline Program support must undergo duplicate subscriber resolution.

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.

Duplicate Subscriber Records Resolution

Subscribers identified as receiving multiple Lifeline Program-supported benefits will receive a letter from USAC (Spanish version) containing the following information. Subscribers will also receive automated calls requesting that they make select their single Lifeline Program service provider. Please see the calendar of events below for important dates.

  • Subscribers in Puerto Rico will have until May 18, 2016 to select a single Lifeline Program service provider.
    • To select a single carrier, subscribers should call the toll free number provided in their letter or automated call. USAC has randomly selected default carrier, and 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 May 18, 2016, the subscriber will retain the services of their default carrier and they will be unsubscribed from their other, duplicate provider. If the subscriber has questions regarding their default carrier, they will be directed to contact the toll free number that is provided in their letter or automated call.

Carriers Notified of Subscriber Selections

After May 18, 2016, USAC will notify carriers of the subscriber's selection (See the "De-Enroll Date" column in the table below).

On the "De-Enroll Date," carriers can access their "Duplicate Resolution De-Enroll Report" to identify the subscribers they are required to de-enroll from their internal listing.

To access this report, please follow the instructions below:

    • 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.

Carriers must de-enroll subscribers found on their "Duplicate Resolution De-Enroll Report" from their internal listing within five business days from receiving USAC notification. Carriers should also no longer include these subscribers on their FCC Forms 497 for support going forward.

Selection Window

NLAD does not allow changes to a subscriber's information after the selection window ends. If a subscriber requests to be de-enrolled during this period, carriers 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 Carrier

If a subscriber calls outside of the selection window and is not satisfied with the default carrier they have been assigned, they will be instructed to contact the carrier from which they wish to receive service directly. The preferred carrier may initiate a benefit transfer in NLAD to transfer service from the default carrier to the preferred carrier.

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.

  • The Letter Mailing Date is the date that begins the selection window.
  • The First Automated Call will be made to subscribers requesting they choose their single Lifeline Program service provider.
  • The Second Automated Reminder Call will be made to subscribers who have not chosen their single Lifeline Program service provider.
  • The End of Call-In Period is the final date that subscribers can call the toll free number to make their selection.
  • The De-Enroll Date is the date carriers will be able to access their reports to see their duplicate subscriber's preference in provider.
  • The De-Enroll By column shows the deadline for those carriers that were not selected to de-enroll the duplicate subscribers who did not choose them as their single Lifelike Program service provider from their own internal system.

Letter Mailing Date

First Automated Call

Second Automated Reminder Call

End of Call-In Period

De-Enroll Date

De-Enroll By

March 14, 2016

Week of April 11, 2016

Week of May 9, 2016

May 18, 2016

May 26, 2016

June 3, 2016

*Dates are subject to change