Enhan2021

YOUR RIGHTS & RESPONSIBILITIES

DISCONNECTION OF SERVICE At Your Request: If you desire to disconnect your telephone service, you should notify the Telephone Company at least three (3) days ahead of time. You are responsible for all charges until the service is disconnected. Customers may not charge service or authorize the charging of service to any account which has been disconnected. With Notification: Customers will be notified in the “Billing Issues & Policies” section of the Phone Bill of restriction and disconnection dates for non-payment of services. All Phone Bills are due on or before the statement due date. Lifeline: Great Plains Communications (GPC) participates in the Lifeline federal assistance program to help eligible Hoosiers get local telephone/high-speed internet service and help them make their monthly payments. You may qualify for this program if you take part in at least one of these assistance programs: • Federal Public Housing Assistance (FPHA) • Medicaid • Food Stamps/SNAP • Supplemental Security Income (SSI) (Not the same as Social Security benefits) • Veterans Pensions and Survivors Benefit Programs Additional Details: • Household income must be no more than 135% of the Federal Poverty Guidelines. • Lifeline is non-transferable and only one discount is available per household (even if customer has both landline phone and high speed internet services.) • Each year, Lifeline customers must certify that they are still eligible for the discount. • Customers must enroll in Lifeline service and must provide proof of eligibility before receiving support. • Customers who willfully make false statements in order to obtain the benefit are subject to fine or imprisonment or may be barred from the program. Enhanced Lifeline benefits are available to qualifying consumers who live on tribal lands.

Complaints and Review: In all cases, your service representative will try to answer your questions and resolve your problems. If you’re not satisfied, feel free to ask for a supervisor. If your problem can’t be solved by the supervisor, ask to speak to the manager or higher levels of management. If you are then not satisfied, you may file a formal complaint or request for a conference with the Company in person, by telephone, by letter or by using a complaint form available from the Company of the Indiana Utility Regulatory Commission. The Company will promptly investigate your complaint and contact you regarding its solution. No service will be disconnected for at least ten (10) days after the Company has notified you of its proposed disposition. If you are still not satisfied, you may appeal your case to the Public Service Commission of Indiana for an informal review. The request to the Commission must be made, in writing, within seven (7) days following the date the Company’s notification of its disposition of your complaint was mailed to you. A copy of your request to the Commission must be sent to the Company. Your request should be mailed to: The Commission will provide an informal review within 21 days, with a full written decision mailed to you and the Telephone Company no later than 30 days after receipt of your request. No service will be disconnected for at least three (3) days after the time the Commission mailed its decision, as long as you continue to pay all undisputed bills and undisputed portions of disputed bills. A copy of the rules and standards concerning customer service is available for inspection in the Company’s Business Office. In addition, the information in the general information page of the telephone directory is being updated as new directories are issued. Great Plains Communications has filed with the Federal Government a Compliance Assurance in which it assures the Rural Utilities Service that it will comply fully with all requirements of Title VI of the Civil Rights Act of 1964, as amended, Section 504 of the Rehabilitation Act of 1973, as amended, the Age Discrimination Act of 1975, as amended, and Rules and Regulations of the U.S. Department of Agriculture issued thereunder, to the end that no person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be otherwise subjected to discrimination in the conduct of its program and the operation of its facilities. Under this Assurance, these organizations are committed not to discriminate against any person on the ground of race, color or national origin in its policies and practices relating to treatment of beneficiaries and participants including rates, conditions and extension of service, use of its facilities, attendance at and participation in any rights of such beneficiaries and participants in the conduct of the operations of these organizations. 7 PNC Center 101 W. Washington St., Suite 1500 E. Indianapolis, IN 46204 or call (800) 851-4268.

For additional information contact your local telephone office. May not be available at all locations.