Customer Bill of Rights

Your Rights & Responsibilities as a Residential Customer
As a Crown Point Telephone Corporation customer, you have certain rights and responsibilities. These rights and responsibilities result from Part 609 (http://www.dps.state.ny.us/tefpa.html ) of the New York State Public Service Commission (PSC) rules governing provision of telephone service to residential customers. Public Service Law 4,92.

Questions or Problems
Contact us as soon as possible if you have any questions or complaints about your telephone service. We will try to give you a prompt answer. Our representatives are available to help you between 9:00 AM and 4:30 PM during business days. To get your questions answered fully and as quickly as possible, we suggest you call our Business Office at 597-3300 or 1-800-828-9221. If you prefer, you can write to Crown Point Telephone Corp. P.O. Box 275. Crown Point, N.Y. 12928 or visit our Business Office. As with any correspondence, please include your telephone number and as much information about the problem as you can. Whether you phone, write, or visit our office, our service representatives will do their best to handle your inquiry promptly and considerately. If, however, you are not satisfied with our representative's response, please ask to speak to a supervisor. If you are still not satisfied, you can call or write to the Public Service Commission (PSC) at Three Empire State Plaza, Albany, N.Y. 12223. They have a staff available to give you assistance if you request it. The telephone number Is 1-800-342-3377 (toll free) between 6:30 AM and 4:45 PM on business days or on line at http://www.dps.state.ny.us/ . While your complaint is being considered by the Public Service Commission, we will not disconnect your service for failure to pay the amount in question. However, all undisputed bills must be paid when due to ensure continued service.

Billing
We have a responsibility to provide reliable telephone service to our customers, and you have a responsibility to pay bills for telephone service promptly. Bills are due by the payment date shown on your monthly bill. The most convenient way to pay is by mail, using the return envelope enclosed with your bill. You can also pay in person at our Business office at 2829 NYS Rte 9N, Crown Point, NY. Our entrance is located off the Porter Mill Rd.

Late Payment Charge
Customer bills for telephone service are due when they are rendered. A customer is in default unless payment is made on or before the due date specified on the bill. To avoid late charges all bills are due by 12:00 p.m. on the 25th of each month. If the 25th falls on a holiday or weekend, all bills are due by 12:00pm the business day prior to that holiday or weekend.

If payment is not received in the above specified time, a late payment charge equal to one and one-half percent (1½%) per monthly billing period will be applied to all amounts in arrears. Late payment charges will also be applied to the unpaid late payment charges excluding one month’s local service.

Final Termination Notice
If payment is not received 23 days from the date of the bill, Crown Point Telephone Corp. has the right to mail you a Termination Notice. Termination of service (you will be unable to either make or receive calls) may occur no sooner than 20 days after the notice is mailed. This Termination Notice allows you the opportunity to arrange payment and avoid interruption of service. The Termination Notice also advises you of the availability of a Deferred Payment Agreement (DPA) and describes its provisions. (See Deferred Payment Agreement on this page.) If you are eligible for, and sign a DPA, we will not disconnect your service as long as you make the agreed upon payments. If there are no questions about the bill and you fail to pay the amount shown on your Termination Notice or, if eligible, do not enter into a DPA with us, your service will be terminated. Should you qualify for the Special Protections described on the following page, your service will not be terminated. Customers with terminated service or cancelled accounts may be required to pay a down payment to reestablish service.

Application for Partial Payments Only
If you make a partial payment, which does not exactly equal a past due total balance, and it is received within the first 10 days after the first of that month, your payment will be applied first to past due charges for basic service, then to past due charges for other services prior to application to any current charges. Such payments received 11 days or more after the first of the month will be applied first to total basic service charges, including current charges, prior to application to charges for other services.

When Service Can Be Terminated
We are allowed to terminate residential telephone service for nonpayment only between 9:00 AM and 4:00 PM Mondays through Thursday. We cannot terminate service on a public holiday, the day before a holiday, any day our Business Office is closed, or during the period of December 23 through December 26 and December 30 through January 2.

Reconnection of Service
If we terminate your service, we will reconnect it within 24 hours after you have paid the amount due, or signed a Deferred Payment Agreement and made the down payment. If service is terminated, there is a charge of $12.00 to reconnect the service within 10 days. After ten days the charge is $17.00 to connect service.

Deferred Payment Agreement
If you have a problem that prevents you from paying your bills, you may be eligible to sign a Deferred Payment Agreement. A DPA will be for a period agreed to by both the customer and the Company. The Company must offer an eligible customer a DPA of no less than 5 months unless the customer agrees to a shorter period. DPAs cannot exceed $150 unless agreed to by the Company or directed by the Public Service Commission. DPAs longer than 5 months can be arranged if the Company agrees to it. A down payment, not to exceed the lesser of one-fifth of the amount deferred or three months of a customer's average billing, may be required.

If a customer on a deferred payment agreement defaults on an existing deferred payment agreement a new DPA need not be offered provided, however that such a customer may have the existing payment agreement renegotiated once within a 24 month period if the customer can demonstrate that his/her financial circumstances have changed significantly because of conditions beyond their control. If a customer has renegotiated the existing DPA once within the last twenty-four months and has been served normal notification, no further extension of time is necessary before disconnection can occur.

If you need assistance in understanding a Deferred Payment Agreement you may call or visit our office and we will be glad to assist. If you feel you need assistance in reaching an agreement with us, the Public Service Commission has a staff available to help you. You may reach one of their representatives at 1-800-342-3377 (toll free) between 830 AM and 4:45 PM on business days.

Special Protections
Medical Emergency - if you are unable to pay your bill and a medical emergency exists in your household, we can help you. If you file a medical certificate with us, signed and submitted on the official stationery of your doctor or an official of the local Board of Health stating the nature of the serious illness or medical condition, we will continue your service for 30 days. The medical certificate can be renewed. To do so, your doctor or an official of the local Board of Health must explain the expected duration of the emergency and why service is needed. And you must demonstrate why you are unable to pay your telephone bill. During the emergency, we will not terminate your service because of non-payment of the outstanding amount. We will also defer payment of up to $30 for each bill you receive while the emergency exists, but you remain responsible for your bills.

Elderly (62 or older), Blind, Disabled In residences where all members of the household are known to the Crown Point Telephone Corp. to be 62 years of age or older, 18 years of age or younger, blind or disabled, we will continue service for an additional 20 days after the date of termination as stated on the Termination Notice. Crown Point Telephone Corp., Inc. will attempt to contact the customer or an adult resident at the customer's premise at least eight days prior to the date on which service may be terminated to try to work out a payment arrangement.

Quarterly Payment Plan
If you are 62 or older and your yearly telephone service costs are $150 or less, you may arrange to pay your bills every three months. Call or stop by our business office to apply.

Third Party Notification
All residential customers may choose a third party to receive copies of all credit notices. A third party notice may keep your service from being turned off by mistake. You may choose a relative, friend, a member of the clergy or a community agency to be a third party for you. The selected party must agree to be a third party and will receive copies of any credit notices we send to you because of overdue bills. The third party can contact us on your behalf and help you work out any payment terms with us. Remember, however, that the third party Is NOT responsible for paying your bills.

Large Print Bills for Visually Impaired
Upon request we can supply large print bills.

Special Equipment for Hearing or Speech Impaired
Upon request, Crown Point Telephone Corporation will make every reasonable effort to locate and obtain specialized tele-communications equipment for customers certified as hearing or speech impaired. A customer can be certified as hearing or speech impaired by a licensed physician, otolaryngologist, speech-language pathologist, audiologist or an authorized representative of a social agency that conducts programs for persons with hearing or speech impairments in cooperation with an official agency of the State of New York. We will be glad to assist with purchasing, lease, or lease with purchase option of the specialized equipment.

Application For Special Rights Program
If you believe you may be entitled to certain protections as described, you may obtain the necessary forms from our Business office. Please fill in the blanks and check the appropriate box(s). Then sign and date the form and return it to the Business Office. Our address is P.O. Box 275, Crown Point, NY 12928.

Access To Telephone Regulations (Tariffs)
You’re entitled to see all tariffs filed by Crown Point Telephone Corporation. They are also available at the New York State Public Service Commission Offices. Telephone numbers for our Business Office and the Public Service Commission are listed in the informational pages of this telephone directory. At your request we will supply a detailed copy of Part 609 - Rules Governing Provision of Telephone Service to Residential Customers.

Lifeline Discounted Service
This service provides a 100 percent reduction of the Federal Subscriber Line Charge and a $1.75 reduction in the monthly rate for local exchange telephone service for residential customers. Qualified customers may choose any type or grade of local telephone service, which is normally offered by the Company. The federal reduction is calculated from the Federal Subscriber Line Charge and is revised each time the Federal Subscriber Line Charge is revised by the Federal Communications Commission (FCC).

These services are restricted to low income residential customers. To qualify for Lifeline service a customer must be certified as income eligible or a recipient of benefits from any one of the following Entitlement Programs administered by the New York State Department of Social Services:

• Aid to Families with Dependent Children (ADC)
• Food Stamps
• Home Energy Assistance Program (HEAP)
• Home Relief
• Medicaid
• Supplemental Security Income (SSI)
• Veterans Disability Pension
• Veterans Surviving Spouse Pension

Applicants must provide proof to the Company that they are certified as eligible to receive, currently receiving, or have received during the past year, one or more of the above benefits. Lifeline rate treatment will not begin until proof of eligibility is provided to the Company.

Link Up America Program
The Link Up America program is a connection assistance plan, which provides for the reduction of one-half of the charges associated with connection of telephone service, up to $30.00, subject to the following eligibility criteria:

a. The assistance can only apply for a single telephone line at the principal place of residence of the applicant.
b. The applicant must not be a dependent for federal income tax purposes, unless he or she is more than 60 years old.
c. The applicant must meet the requirements for qualification for Lifeline Telephone Service stipulated above in this section.

Crown Point Telephone Corp. stands ready to assist customers in making it possible to continue to enjoy telephone service by making payment arrangements when special circumstances arise. If at any time you have a problem, please contact our Business Office and give us an opportunity to correct any problems that may exist.

Crown Point Telephone Corporation
518-597-3300 or 1-800-828-9221 TOLL FREE
www.crownpointtelephone.com