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Customer Rights and Responsibilities Welcome! We welcome you as a valued FirstLight customer. Our goal is to provide you with the best possible service. Our Customer Service Representatives are available to assist you with any questions about your service, changes in service, billing and any other questions you may have. Our business office hours are Monday through Friday 8:00 am to 5:00 pm. Call us at 1-833-673-9911 if we can be of assistance or email us at on_custsrvc@firstlight.net, visit us 491 Lisbon St, Lewiston, Maine or online at www.firstlight.net Confidentiality of Customer Records We will only discuss accounts with the responsible billing party (i.e. the person’s name that appears on the bill). If you would like to designate another party to be able to discuss and make changes on your account, please contact us. How to Reach Us Business Office Repair Service Technical Support Office Hours – 8:00 am to 5:00 pm 24 Hour Emergency Service Hours: 24 hours a day Toll Free: 1-833-673-9911 Business Repair 1-833-673-9911 7 days a week TTY: 207-333-6015 365 days a year Toll Free: 1-833-673-9911 Office Closings Our offices are closed on the following days: New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Thanksgiving Day, the Friday after Thanksgiving Day and Christmas Day. Application for Service No Discrimination Allowed When you apply for service, we will treat you fairly. You may have to complete a written application form or provide some important information prior to service installation. We will provide service and apply credit and collection procedures to applicants and customers without discrimination on the basis of race, color, ancestry, sex, age, national origin, religion or marital status, receipt of public assistance or the exercise of rights under state or federal consumer law. Cost of Service Installations and changes, except termination of service and disconnection of some options, require a service charge. The amount you are charged varies depending on your request. The charges for installation or charges to your service normally appear on the first bill after your order has been completed. Low-income residential customers may qualify for a reduced installation charge. When you apply for service or make changes, we will tell you about the charges and how much they cost. When you apply for service, we will check to see if you have had service with us before. If you have an unpaid bill, we will ask you to pay it or make a payment arrangement. We can require you to pay any unpaid amounts that are for optional service, or up to six (6) years old for basic service. If you have any questions about the cost of your service or the difference between the basic service and optional service, call us at the telephone number shown on your bill. The Maine Public Utilities Commission must approve our rates for basic local service. We cannot change these rates without the approval of the MPUC. Pre-Payments We can request a pre-payment if there is some proof that you may be a credit risk. Billing Procedure Your telephone bill will be sent once a month and will list several types of charges. Your basic and optional services are billed in advance. Calling services and toll charges are billed in arrears. FirstLight may bill for other companies that provide long-distance, operator services, or recorded information services. You will not have to make separate payments, as your payment to FirstLight will take care of all charges on the bill. Make-up Bills If we must issue a make-up bill for past service that you were not billed for, we will offer a payment plan. If the reason for the make-up bill is our fault (equipment failure or our billing error, for example). You will be billed for only one (1) year of past service even if the billing mistake was a longer time. Previous Bills Upon request, we will provide you a record of your past invoices up to thirteen (13) months. Third-Party Notice of Bills and Notices Let us know if you want another person to get a copy of any bill or disconnection notice we send you. We will send a copy to that person you designate; however, you are still responsible for payment. This service may be especially important for the elderly, disabled, and/or physically or mentally impaired customers. Payments If you mail your payment to us, your bill is considered paid on the day we receive it. If you pay at our business office, your bill is considered paid on the day you make the payment. If you make a partial payment, we will apply it to the oldest basic service amount due. Payments can be mailed to us at: PO Box 11019, Lewiston, ME 04243-9470 or you can pay your bill online at https://ebill.oxfordnetworks.com or in person at 491 Lisbon St., Lewiston, ME We accept payment by cash, check, debit card, money order and credit card. When a check is dishonored, we will charge you a fee of up to $18.00. If you have more than two (2) dishonored checks, we will send you a notice that will require future payments in cash or certified check only. Automatic Recurring Payments You can set up automatic recurring payments either by credit card or by ACH. Recurring payments are set up for the 10th or the 25th of each month.  Automatic Credit Cards – You can set up automatic recurring credit card payments right in your online account or give us a call and we’ll be glad to help you.  ACH – Give us a call and we’ll be happy to set this up for you. Go Green! – Helping the environment and paying your bill has never been easier. Did you know that you can view and pay your invoices online? Even better, you can choose to view your invoice exclusively online. The steps are simple: 1. Visit https://ebill.oxfordnetworks.com to set up your account. 2. Call us at 1-833-673-9911 and ask for your invoice to be changed to eBill only. 3. Save time and money. Late Payment Charges You should pay your bill as soon as you can. If you pay after the due date stated on the bill, you will be charged a late fee. FirstLight customers are charged a late fee of 1.005% per month on a balance unpaid after the due date. Note: The late payment fee is subject to change the first of each year. Payment Plans We will continue to provide basic service even if you can’t pay your basic service balance in full, if you pay a reasonable portion of your basic service and you agree to pay the rest in weekly or monthly payments. You must also agree to pay all future bills within 30 days of the postmark date until the overdue basic amount is paid in full. We will send you a written copy of the payment arrangement. We will consider the following when establishing a payment plan. Your ability to pay; Your previous payment history; The reason why the bill can’t be paid; How long the bill has remained unpaid; Whether disconnection would pose a danger to your household. If you do not make payments according to a written payment plan, we can send you a disconnection notice that gives you three (3) business days to pay the full overdue basic service amount. We are not required to make a second arrangement, but we will try to respond to your situation. You do not have to agree to a payment plan or any other proposed settlement of a dispute if doing so means giving up other rights listed in this document. Liability for Damages If your telephone service has been interrupted for more than 24 hours after the interruption has been reported to us, 1/30th of your local service charges will be credited to your account for each 24-hour period of outage. We are not liable for damages to customer owned equipment. Complaints If you have any questions or complaints, call us! A Customer Service Representative will be available during business hours to answer your questions, set up payment plans and resolve disputes. We will investigate your complaint and try to resolve it. Your concerns are important to us and we are committed to taking care of them. If you are unsatisfied with the result, you may speak to a supervisor. If you disagree with our answer, you have a right to appeal to the Consumer Assistance Division (CAD) of the Maine Public Utilities Commission, 18 State House Station, Augusta, ME 04333 or by calling 1-800-452-4699 or 287-3831 Monday through Friday 8:00 am to 5:00 pm. Before you call or write the Commission, you must give us a chance to respond to your complaint. If you disagree with a charge on your bill, you have 90 days to dispute the charge. Any charge(s) older than and/or recurring for more than 90 days will be considered valid. We cannot disconnect you for a disputed amount, but you do have to pay the portion of the bill that is not in dispute. If you contact us before the service is disconnected and we cannot agree on a payment plan or another payment to stop disconnection, you can appeal to the MPUC as described above. Your telephone service will not be interrupted while the MPUC is reviewing your appeal, you must still pay the undisputed charges on your bill. Lifeline Program Low-income residential customers may qualify for help to pay a utility bill. We can refer you to available programs, but the best source of information is your local Community Action Program. Our residential telephone customers can reduce a monthly phone bill by up to $10.75 per month by completing an online verification form at https://nationalverifier.service-now.com/lifeline. Completing this verification form will determine if you or a member of your household qualify for the Lifeline Benefit discount. If you do not have phone service, you may qualify to have telephone service installed at a discounted rate. Note that only one credit per household will qualify. The Lifeline Benefit discount is also available to Residential customers with only Internet (Broadband) service. The monthly cost of the Internet service will be reduced by $9.25. Qualifying programs are: • Medicaid (Federal); • Supplemental Nutrition Assistance Program (SNAP) • Supplemental Security Income (SSI); • Veterans Pension and Survivor Benefit; • Federal Public Housing Assistance; and/or • An applicant is also eligible if they have a household income at or below 135% of the Federal Poverty Guidelines. Pay Per Call Services Unlike “800” numbers that are mostly toll free, “900” numbers are part of the service offered by Information Providers. The services may be for entertainment or for other information. Pay-per-call services are not billed through FirstLight. The charges are determined by the information provider and are sometimes very high. Blocking of “900” pay-per-call services is available to all customers at no charge. Disconnection We don’t want to disconnect your service. We will work with you to resolve any problems. However, if you do not pay an overdue balance or do not try to negotiate a reasonable payment plan, we may be forced to disconnect your service. We have the right to start disconnection procedures when: You fail to pay or make a payment plan for overdue basic service charges; You don’t keep a written payment plan; You are using the service without having applied for it; You refuse to let us onto your property to repair company property; You have tampered with company property or somehow managed to obtain services without payment; You misrepresented who you are to get service; You fail to comply with a decision of the Maine Public Utilities Commission or its Consumer Assistance Division. We are not Allowed to Disconnect Basic Service for: Non payment of Non-basic, optional service charges or services not regulated by the Maine Public Utilities Commission. An old bill that was not properly transferred to your account when you applied for service. We will not disconnect if you or a doctor notify us of a medical emergency. (See Medical Emergencies). Disconnection Notice In most cases, we will notify you in writing at least fourteen (14) days before a stated disconnection date. But we can give you only three (3) working days’ notice if you’ve broken a payment plan, paid with a bad check, or received service without applying to become a customer. We can disconnect without notice only if there is unauthorized use (tampering) or a dangerous condition. A disconnection notice is good for up to ten (10) business days after the disconnection date stated on it. The disconnection notice will tell you what to do to avoid disconnection and how you can dispute your bill or the disconnection itself. We will not disconnect services on a Friday, a weekend, a legal holiday, the day before a holiday or on any day our office is not open for business. Your basic service will not be disconnected for non-payment of optional and toll services. However, failure to pay optional and toll charges may result in the removal of these non-basic services. Reconnection If you were disconnected for non-payment, we must reconnect service again promptly during business hours on the same day you ask, or (at the latest) during the next business day – provided you have paid your overdue bill or have agreed to a payment plan. This payment plan will be based on your previous payment history. We can also charge you a pre-payment equal to two (2) months basic service charges if you are disconnected for non-payment, unauthorized use or theft of service. A reconnection fee will apply. Medical Emergencies We will not disconnect service or refuse to reconnect it when you or someone in your household is seriously ill, provided a registered physician confirms that an emergency exists. If you cannot get a doctor to call right away, you may let us know yourself. We will wait seven (7) business days for the doctor to call or write us. We will require written certification from the doctor, including specific reasons why service is necessary and how long the emergency will last. Disconnection would be postponed for the time period specified in the certification or 60 days, whichever is less. A certification may be renewed for additional periods of up to 60 days each if the medical emergency continues. A medical emergency does not cancel the bill. We may ask you to negotiate a reasonable payment plan. Interruption of Service FirstLight does not guarantee uninterrupted telephone service. If you have notified the Repair Department and service has not been restored after 24 hours, you may be eligible for a credit. We may need to interrupt your service on occasion for repair or maintenance of our equipment. When possible, we will let you know why and how long you can expect to be without service. If we plan to interrupt service to more than ten (10) customers or for more than three (3) hours, we must give you at least 24 hours’ notice. We will give you more notice whenever possible. If your service must be interrupted without notice for more than three (3) hours due to storms or other emergencies, we will try to let you know as soon as possible how long you are likely to be without service. If being without service would pose a danger to any member of your household (presence of a lift support system, for example) please notify us. We will put you on a priority list to restore service as soon as possible. Customer Proprietary Network Information (CPNI) Official Notification Changes in Federal law allow us to use information about your current communications services to market or allow FirstLight affiliates to market other products and services that will satisfy your communication needs unless you notify us otherwise. 1. What is CPNI? Customer Proprietary Network Information, or CPNI, relates to your account information of services you already buy, including service type, how we provide these services, call detail and billing data. 2. How can FirstLight use this information? If you consent or have already consented, your CPNI may be used to advise you of innovative services or new technology and products offered by FirstLight or its affiliates. 3. Who will be able to use this information: Agents and affiliates of FirstLight that now or in the future sell our services. 4. Will we protect this information? Yes, under Federal law we will ensure CPNI confidentiality. Whether you consent or not, your CPNI will be treated confidentially. 5. What action is necessary on my part to show consent? No action is necessary if you have already consented at the time your order was placed for service. 6. What if I didn’t consent? If you didn’t consent, or opted-out, you may not be able to learn about innovative service proposals, new technologies or offerings or possible savings plans. Denial of consent will not affect services we are currently providing you. Regardless of whether you decide to opt-out or not, FirstLight is committed to continuing to provide you with the same high quality services. 7. Can I change my mind later? Yes, you can always change your mind about FirstLight’s use of CPNI simply by telling us. Your instructions will remain in effect until you revoke or limit that approval or denial. Please be aware that every two (2) years we send notices to remind customers of their options. 8. How can I contact you regarding this? Simply by calling 1-866-433-8254. This line is available 24 hours a day/7 days a week. Please feel free to contact a Customer Service Representative at 1-833-673-9911 if you have any questions. Maine Privacy Act If you are a Maine resident, under the 2019 “Act to Protect the Privacy of Online Customer Information” (Maine Privacy Act), you have certain rights regrading personal information. The Maine Privacy Act requires Internet service providers like FirstLight to take reasonable security measures to protect a customer’s personal information and prohibits providers form using, disclosing, selling or permitting access to a customer’s personal information unless the customer provides express, affirmative consent to do so, subject to certain limited exceptions. A provider may not refuse service, charge a penalty, or fail to provide a discount based on the customer’s decision to grant or withhold that consent. This statement can be found on our website at https://www.firstlight.net/maine-privacy-act/. FirstLight abides by a separate Privacy Policy as well, which you can access at https://www.firstlight.net/wp-content/uploads/2019/11/Privacy-Policy-with-CPNI-11-18-19.pdf Economy and Premium Calling Areas: Customers within the following communities have two local calling plan options: Economy and Premium (some restrictions may apply). The Economy option offers a limited local calling area for a lower monthly rate. With Economy Service, calls to the Premium areas (marked with an “*” in the chart below) are billed at .05 cents per minute and are not included with the Unlimited Long Distance Plan. The Premium option allows unlimited, local calling to a wider area. Note: If you change your in-state long distance carrier, this may impact your toll-free calling area. Calling from Resident and Business Phones Exchange You may call toll-free to the following areas: Andover 392 Rumford (364 and 369)*, Andover (392), Upton (533)*, Roxbury Pond (545), Bethel (824)* Bethel 824 Rumford (364 and 369)*, Andover (392)*, North Norway (527)*, Upton (533)*, Harrison (583)*, Bryant Pond (665)*, Bethel (824), West Bethel (836), Locke Mills (875), North Lovell (928)* Bryant Pond 665 Rumford (364 and 369)*, Sumner (388)*, Dixfield (562)*, Bryant Pond (665), West Paris (674), Bethel (824)*, Locke Mills (875)* Buckfield 336 North Turner (224), Turner (225), Buckfield (336), Sumner (388), Canton (597)*, West Paris (674), Norway (739, 743 and 744)*, Hebron (966)*, Lewiston/Auburn exchanges* Canton 597 North Turner (224), Turner (225), Buckfield (336), Sumner (388), Wilton (645)*, Dixfield (562)*, Canton (597), West Paris (674), Livermore (897)* Hebron 966 North Turner (224)*, Turner (225)*, Buckfield (336)*, Mechanic Falls (345 and 346)*, Oxford (539)*, Norway (739, 743 and 744)*, Hebron (966), Lewiston/Auburn exchanges* Lewiston/Auburn** All Lewiston/Auburn exchanges, North Turner (224), Turner (225), Buckfield (336), Mechanic Falls (345 and 346), Lisbon Falls (353), Sabattus (375), Leeds (524), New Gloucester (926), Greene (946), Hebron (966), Poland (998) Locke Mills 875 Rumford (364 and 369)*, North Norway (527)*, Bryant Pond (665)*, West Paris (674)*, Bethel (824), West Bethel (836), Locke Mills (875) North Norway 527 North Norway (527), Harrison (583)*, West Paris (674)*, Norway (739, 743 and 744), Bethel (824)*, Locke Mills (875)* North Turner 224 North Turner (224), Turner (225), Buckfield (336), Sumner (388), Leeds (524)*, Canton (597), West Pairs (674)*, Livermore (897)*, Greene (946)*, Hebron (966)*, Lewiston/Auburn exchanges* Norway/S Paris** 739,743,744 Buckfield (336), North Norway (527), Oxford (539), Harrison (583) West Paris (674), Hebron (966), Norway/S Paris (739, 743 and 744) Roxbury Pond** 545 Rumford (364 and 369), Andover (392), Roxbury Pond (545) Sumner 388 North Turner (224), Turner (225), Buckfield (336), Sumner (388), Dixfield (562)*, Canton (597), Bryant Pond (665)*, West Paris (674) Turner 225 North Turner (224), Turner (225), Buckfield (336), Sumner (388)*, Leeds (524)*, Canton (597)*, West Paris (674)*, Livermore (897)*, Greene (946)*, Hebron (966)*, Lewiston/Auburn exchanges* Upton 533 Andover (392)*, Wilson’s Mills (486)*, Upton (533), Bethel (824)*, West Bethel (836)* West Bethel 836 Upton (533)*, Bethel (824), West Bethel (836), Locke Mills (875), North Lovell (928)* West Paris 674 North Turner (224)*, Turner (225)*, Buckfield (336), Sumner (388), North Norway (527)*, Canton (597)*, Bryant Pond (665), West Paris (674) Norway (739, 743, 744)*, Locke Mills (875)* *A charge of .05 cents per minute applies when calls are made to these towns under the Economy option. ** Roxbury Pond is not eligible for Economy service.