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UScellular’s Safe Connections Notice

I. The Importance of Connectivity

Domestic violence affects millions every year. According to the National Domestic Violence Hotline, over one-third of women and one-fourth of men in the U.S. will face domestic violence at some point in their lives. Survivors often struggle with shared mobile service contracts, which are frequently controlled by their abusers. This makes it challenging for Survivors to establish their own communication lines and devices. Affordability is another major hurdle for those looking to set up independent communication services or exit family plans controlled by their abusers.

To address these issues, the Safe Connections Act of 2022 (SCA) was passed. This federal law helps Survivors swiftly and safely separate from shared wireless service plans with their abusers.

II. FCC’s Rules

The Federal Communications Commission (FCC) has established rules to protect Survivors. UScellular adheres to these rules, so that Survivors can:

  • Independently initiate the separation of their wireless services from shared accounts.
  • Utilize the Lifeline program for six months after separation.

III. Key Definitions

To better understand this notice, here are some important terms:

  1. Covered Act: Crimes such as domestic violence, dating violence, stalking, sexual assault, sex trafficking, child abuse, elder abuse, and similar crimes. A conviction is not necessary to qualify as a Covered Act.
  2. Designated Representative: A person authorized to submit a Line Separation Request on behalf of a Survivor.
  3. Line Separation Request (Request): The process by which Survivors can request UScellular to separate their lines from accounts shared with their abuser.
  4. Survivor: An individual aged 18 or older who has experienced a Covered Act or is responsible for someone who has. This includes:
    1. Individuals in the same household (even if they reside in different residences).
    2. Parents or guardians of minors.
    3. Caretakers recognized by a valid court order or power of attorney.
    4. Those financially dependent on a parent, guardian, or caretaker.

UScellular also considers emancipated minors who have experienced a Covered Act to be Survivors.

IV. How to Submit a Line Separation Request to UScellular

Follow these steps to submit a Line Separation Request with UScellular:

  1. Safe Connections Request Form: Complete the UScellular Safe Connections Request Form. This document collects all necessary information to initiate your Request.
  2. Documentation Affirming the Survivor’s Status: Gather documentation that affirms the Survivor’s status. Acceptable documents include signed affidavits from licensed professionals (such as social workers or court employees), police reports, protective orders, or other official records. This documentation does not need to be recent, providing flexibility for Survivors who may have experienced abuse in the past.
  3. Submit the Request:
    1. Email: For the fastest processing, send the completed Safe Connections Request Form along with copies of the documentation affirming the Survivor’s status to SCA@uscellular.com
    2. Voicemail: Alternatively, leave a voicemail at (865) 777-8003. Provide your contact information in your message. We will contact you as directed in your message and assist you in submitting the necessary information.
DOWNLOAD REQUEST FORM DESCARGAR SOLICITUD

After you submit a Line Separation Request with UScellular, here's what you can expect:

  1. A UScellular associate will contact you using your preferred method.
  2. They will verify your identity and authenticate your Request.
  3. Once verified, you'll be connected with another associate to start the line separation process.
  4. During this stage, you'll select your service options and check your eligibility for the Lifeline program.

V. Important Details

  1. Support Resources: If you are experiencing abuse and need assistance, contact the National Domestic Violence Hotline by calling 800-799-7233, texting BEGIN to 88788, or visiting thehotline.org
  2. Service Options: When opening a new UScellular account as part of a Request, you can choose a postpaid service, which requires a standard credit check, or opt for a prepaid service, which does not require a credit check.
  3. Financial Support: Survivors may qualify for financial assistance through the Lifeline program. For more information, please visit the Safe Connections Act page on the Universal Service Administrative Company’s website.
  4. Designated Representative: Survivors can authorize a Designated Representative to handle or assist with their Line Separation Request. We will cooperate with these representatives to ensure efficient processing.
  5. Penalties, Fees, or Other Limitations: The SCA prohibits covered providers like UScellular from making Line Separation Requests conditional upon penalties, fees, or other limitations. However, outstanding installment payments and other balances from any previous shared accounts may apply.
  6. Technical or Operational Limitations: We have identified two instances where a line separation may be technically or operationally challenging:
    1. When the Survivor is an emancipated minor, they may only be eligible for prepaid service. This is because company policy requires consumers to be at least 18 years old to apply for postpaid service. In many jurisdictions, minors cannot be held to a contractual agreement.
    2. When neither the Survivor nor the abuser is the account owner, we can move the Survivor to their own account but may not be able to remove the abuser from the original account, especially if the abuser is a minor.
    3. If UScellular later determines that any other type of line separation request is not technically or operationally feasible, we will promptly inform the Survivor or their Designated Representative and offer any available alternatives.
  7. Abuser Notice Limitations: After receiving a legitimate Line Separation Request, UScellular will promptly inform the Survivor of the intended date to notify the primary account holder or the abuser (if the line separation involves the abuser's line) about the service changes. However, please note that some visibility into these changes may be beyond our control. For example, once the Separation Request is processed, even if UScellular has not yet notified the primary account holder or abuser, account changes may be visible to those individuals through UScellular’s online account management tool, My Account.
  8. Confidentiality and Data Disposal: UScellular will treat all information and documentation related to the Line Separation Request with confidentiality. This information will be used solely for processing the Request and managing services related to the Survivor's account. It will not be used for marketing purposes or disclosed beyond what is necessary for the line separation process. Additionally, we will securely dispose of the Safe Connections Request Form and any related documentation within 90 days of receipt, unless a valid court order requires retention.