Compliance Policy

What you can find in this tap:

Compliance of the new Catalyst Status
Compliance Policy - Customer Right to file Complaint (ACP ONLY)
Compliance Policy - Notice of Transfer in Benefits Dispute Process
Compliance Policy - ACP Rate Plans
Compliance of De- Enrolled Customers
EBB Rate plan removed
Street Agent Escalation
Compliance Policy - Customer requests for Lifeline or ACP program information in another format or language Revision #2.
ACP Training Revision #2
How to properly authenticate a customer (coming soon)
Proper Credit Card Authentication Procedure (coming soon)
Training Information (coming soon)

Any time you see that a policy reads to submit an "Information Needed" escalation, that now means to submit an "ACP Related Escalations" escalation in Catalyst.

Device Incidents - Revision #1 10-18-24

Lifeline Win Back Policy - Revision 1 - 6-21-2024

Microsoft Teams Chat Files - OneDrive (sharepoint.com)

WinBack Policy - Revision #8 - 6-1-24.pdf

Policy - Retention Program - Revision #6 - END of RETENTION Program

CAM Chart - 6-1-24.pdf

FOR OPS_Adding LL to ACP ONLY Policy Training_V2_5.16.24.pdf

Authentication Template Job Aid

ACP Winback Error Cheat Sheet_v.5_4.22.24

Compliance Policy -Authentication Process -Revision #1- 10-4-23

Updated ILD Training to now include Country Codes

ILD Care Training - 12-1-23

Adding Lifeline to ACP ONLY Policy_Rev #1 -5-14-2

FOR OPS_Adding LL to ACP ONLY Policy Training_V2_5.16.24

ACP Temporary Replacement Policy - Rev #2 - 4-30-24

Telgoo5 Customer Care Launch - 8-28-23.pdf

Transfer Process to Telgoo5 Care Team

WinBack Policy - Revision #6 - 4-11-24

Compliance Policy - Updating a deceased customer’s account - IA status - Original - 7-26-2022 (1)

ACP Program Training (now includes Lifeline too) - Rev #4 - 6-1-23 - Foundever

ACP Rate Plans - Revision #2- 6-6-22

Policy- Compliance- Customer Right to File Complaint (ACP Only) - Rev#1 - 9-5-22

ACP Notice of Transfer In Benefits Dispute Process - Rev#2 -9-5-22

New Catalyst Status - Pending Confirmation to Confirm Service or Usage

EBB Transfer policy -2-2-22

EBB to ACP Rate Plan Transition - 3-1-22 - FINAL

De-Enrolled customers due to enrollment issues

SUW Phone Unlocking Policy

Escalations Overview and Important Contacts - Revision #1 - 6-8-23

Policy _Data Usage Calculation and Rate Speed Explanation - Rev#4- 5-13-2024.pdf

Care Compliance Presentation - 4-14-FINAL

Customer program information requests -format & language -Revision #3 - 9-5-22

Voluntary Removals Process -Rev #4 -Sitel - 6-7-22

Deactivation Policy -Rev #6- 6-8-23

ACP enrollment for Lifeline ONLY customers - Revision #5

Policy -EBB Rate plan removed February 28, 2022

Paper Application Process - Revision #3 - 8-31-22

Paper Application Cover Letter in English

California Call Center Over The Phone Applications - Rev #1 - 6-1-22

Policy - Enrollment Representative Escalation -Rev #6-08-01-23 - Tier 1

Customer Reapplication Process - FINAL 3-11-22

Catalyst NLAD Status' - Rev#2 - 2-28-23

Phone and Tablet Unlocking Policy - Revision #3 - 11-28-22

ACP Statuses- ACP-ER and ACP-NF - 9-12-22

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