developing a process and rules to allow non-certificated fixed-VoIP service providers to offer California LifeLine service to their customers. By this decision, the Commission establishes a purely voluntary program through which a non-certificated, fixed-VoIP service provider can become an authorized California LifeLine fixed-VoIP service provider and offer California LifeLine service to its customers. The California LifeLine Program Participation Rules, Requirements and Service Elements for non-certificated, fixed-VoIP service providers, is attached as Attachment A to this decision and will be discussed in detail. As noted earlier, fixed-VoIP is defined a technology that permits a customer to make voice calls from a fixed address using wireline technology. Fixed-VoIP service providers frequently provide a managed environment (also referred to as a “walled garden”), wherein the provider of the broadband service is in control of both the broadband infrastructure and the VoIP service. Control over both the broadband carrier and the VoIP application permits this type of provider to optimize the quality of voice delivery. Over-the-top (OTT) VoIP service providers by definition, do not control the underlying infrastructure. OTT VoIP service, therefore, may be more vulnerable to service quality problems which managed service providers have the capability to overcome. Power outages, physical infrastructure cuts and other environmental factors can affect the user experience of both OTT VoIP service and managed VoIP service. Pub. Util. Code § 239 defines VoIP as communication that uses Internet Protocol or a successor protocol to enable real-time, two-way voice communication. The Commission will subsidize California LifeLine service
discounts; California LifeLine service rates and charges; California LifeLine service terms and conditions; California LifeLine service elements; compliance with California LifeLine Program rules and other applicable rules; application of California LifeLine Program eligibility and renewal rules; compliance with service quality standards; violations of consumers’ bill of rights delineated in General Order 168; and Disclosures. consideration of the comments regarding our proposed resolution process for consumer complaints, we have modified the resolution process. Registered California LifeLine fixed-VoIP providers shall employ the following CPUC complaint resolution processes: Consumer Affairs Branch’s informal complaint process; Administrative Law Division’s expedited complaint process; Commission’s formal complaint process; and Safety and Enforcement Division’s investigation process via an Instituting Investigation. Registered California LifeLine fixed-VoIP providers shall provide complaint resolution information to their customers. Any recourse or remedies granted through the above listed resolution processes must be consistent with applicable state and/or federal rules. Data Requests In order to determine whether California LifeLine is meeting the needs of consumers, the Commission needs up-to-date information from fixed VoIP service providers. To this end, we require fixed-VoIP service providers to respond to CD’s data requests within 10 business days of the request. If