Consumer Rights And Responsibilities
As a Hancock Telephone Company residential customer, you have certain right and responsibilities. These rights and responsibilities result from New York State Public Service Commission (PSC) Rules Governing Provision of Telephone Service to Residential Customers.

Questions or Problems
Contact us as soon as possible if you have any questions or complaints about your telephone service.

To get your questions answered fully and as quickly as possible, we suggest you call us at 607-637-9911. If you prefer, you can write us at P.O. Box 608, Hancock, NY 13783. You may also send us an e-mail at: telco@hancock.net. As with any correspondence, please include your telephone number and as much information as you can.

Whether you phone, write or visit, our customer Service Representatives will do their best to handle your inquiry promptly and considerately. If, however, you are not satisfied, 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, NY 12223. They have a staff available to give you assistance if you request it. the telephone number is 800-342-3377 (toll free) between 9:00 a.m. and 4:30 p.m. on business days. In PA., please contact the Public Utilities Commission at 1-800-782-1110.

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 the 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 23rd day after the bills are rendered on the 15th of each the month.

Where to Pay
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 offices in Hancock. Please note: Payments made to deposit boxes may not be applied to your account until the next business day.

Deposit Policy
New Customers
If you are a seasonal or short term customer, you may be required to pay a deposit.

Customers 62 Years of Age or Older
If you are 62 years of age or older, we will not ask for a deposit unless your service was terminated for non-payment within the past six months.

Customers Who Are Delinquent
If you are delinquent in your bill payments, you may be required to pay a deposit or an additional deposit. Delinquent in payment means that you have received two bills without making a payment on one-half of the total of one of the two bills.

Customers Whose Service Is terminated
If your service has been terminated for non-payment of bills in the last six-months, you may be required to pay a deposit.

Some Facts About Deposits

Amount of Deposit
If we do require a deposit, the amount is based on two times the average monthly bill.

Payment of Deposit
You can either pay the deposit in full, or request an agreement whereby you can pay the deposit in insallments over a period not to exceed six months.

Deposit Interest and Refunds
We pay interest on your deposit at a rate specified by the Public Service Commission. If you have not been delinquent (as previously described) in the past 12 months, the deposit and interest earned will be applied to your bill, or refunded to you if you request. If you have be delinquent, we will continue to hold your deposit but credit your account with the earned interest annually. The account will be reviewed again once a year to determine if it qualifies for a refund.

Final Disconnect Notice
If payment is not received on or before the due date shown on your bill, we will mail you a final Disconnect Notice. Termination of service (you will be unable to make or receive calls) may occur no sooner that 20 days after the notice is mailed. This Disconnect Notice allows you the opportunity to arrange payment and avoid interruption of service.

The Disconnect Notice also advises you of the availability of a Deferred Payment Agreement (DPA) and describes its provisions. (See Deferred Payment Agreement which follows.) 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 Disconnect Notice or, if eligible, do not enter into a DPA with us, you service will be terminated. Should you qualify for the Special Protections described below, your service or cancelled accounts my be required to pay a deposit to reestablish service.

When Service Can Be Terminated
We are allowed to terminate residential telephone service for non-payment between 8:00 a.m. and 4:00 p.m. Mondays through Thursdays and between 8:00 a.m. and 4:00 p.m. on Fridays. We cannot terminate service on a public holiday, any day our office is closed, or December 23 to 26 and December 30 to January 2.

Reconnection Of Service
If we terminate your service, we will reconnect it within 24 hours after we are aware 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 to reconnect the service.

Deferred Payment Agreement
If you have a financial problem that prevents you from paying your bills, you may be eligible for a Deferred Payment Agreement. It must be fair and based on your ability to pay. If you have private line residential service, you must pay your basic service charge. You may the defer up to $300 of the unpaid balance over a period not to exceed seven months. this deferred amount is to be paid together with your current bill. If you have party line service, you may defer up to $450 of your total bill. Any amount above that must be paid before a deferred payment agreement can be offered. We require your to make a down payment which will not be more that 20 percent of the deferred amount or three times your average monthly bill, whichever is less. The agreement can be changed if you can show us that there are significant changes in your financial condition beyond your control. The PSC staff will help you reach an agreement with us if you request it. You may call one of their representatives toll free at 800-342-3377 between 9:00 a.m. and 4:30 p.m. on business days. In PA., call the PUC at 800-782-1110.

Payment Option Available
Private line customers who are unable to pay their phone bill in full have the option of paying for basic local service charges to avoid disconnection of local phone service. Basic local service includes such items as the monthly access line charge and all associated taxes and surcharges. if, however, payment for long distance calls and information services is not received by Hancock, the ability to place such calls will be blocked until the payment is made. Customers sending a partial payment will see it applied their basic local service charges first.

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 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. However. you remain responsible for your bills.

Elderly (62 or older), Blind, Disabled
In residences where all members of the household are known to Hancock 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. We will attempt to contact the customer or an adult resident at the customer's premise prior to the date on which service may be terminated to try to work out a payment arrangement.

Quarterly Payment Arrangements for the Elderly
If you are a residential customer, 62 years of age or older, Hancock Telephone provides a quarterly rather than monthly payment arrangement provided that your average annual billing is not more than $150 and you are not a seasonal customer.

Persons on Fixed Income
If you are on a fixed income and cannot pay your monthly bill by the due date shown on the bill, please contact our office. Arrangements can be made for you to pay by a different date. We will accept your payment by the date agreed upon, provided the agreed upon payment arrangements have been kept. Late charges still apply, however.

Third Party Notification
All residential customers may choose a third party to receive copies of all credit notices. A third party may then be able to help prevent your service from being turned off by mistake.

You may choose a relative, friend, 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.

Application For Special Rights Program
If you believe you may be entitled to certain protections as described above, you may obtain the necessary forms by calling 637-9911.

Hancock Telephone Company enjoys a good relationship with our customers and stands ready to assist you in making it possible to continue telephone service by making payment arrangements when special circumstances arise.

We sincerely hope you are satisfied with the telephone service we are providing, but if at any time you have a problem, please contact our office and give us an opportunity to correct any problem that may exist.

Special Protections Application
Telephone Number :
First Name :
Last Name :
Address :
Who should we call if we cannot reach you?
First Name :
Last Name :
Relationship :
Telephone Number :
Complete as Appropriate:
62 Years of Age or Older Hearing Impaired Speech Impaired Blind Mentally Impaired

Customer Notification
Hancock Telephone Company makes every effort to keep you informed of any changes in our rates and services. One way of ensuring you receive updated information is through written notification in the form of inserts included in your monthly statements. Our Quarterly newsletter, "Person-To-Person," provides detailed explanations of proposed or implemented changes in rates and service.

Take a moment to read any information included with your bill. You will find it helpful in understanding service alternatives and responsibilities. It will also keep you informed about changes instate and federal rules and regulations.

Questions concerning changes in our policies and rates can always be answered by our Customer Service Representatives.

Lifeline Telephone Service
The Lifeline telephone service program assists residential customers who are recipients of social benefits and are experiencing financial hardship.

Lifeline Telephone Service provides a discount of at least $8.25 on the monthly telephone bill for current and new customers who have or want telephone service in their name. In addition, we can also connect new telephone service for qualified customers for half price (up to $30). To be eligible, a customer must meet state income criteria and provide proof of that income, OR a customer must be enrolled in one of these programs and provide proof of enrollment.

FOR OUR NEW YORK CUSTOMER

Income which is at or below 100% of the U.S. Census Bureau Poverty Level Guidelines
or
-Food Stamps
-Veterans' Disabilities Pension (non-service related)
-Veterans' Surviving Spouse Pension (non-service related)
-Home Relief
-Supplemental Security Income (SSI)
-Home Energy Assistance Program (HEAP)
-Medicaid
_aid to Families with Dependent Children (AFDC)

FOR OUR PENNSYLVANIA CUSTOMERS

Income which is at or below 150% of the U.S. Census Bureau Poverty Level Guidelines
or
-Temporary Assistance for Needy Families (TANF)
-General Assistance
-Supplemental Security Income (SSI)
-Medicaid
-Food Stamps
-Low Income Home Energy Assistance Program (LIHEAP)


To be eligible, a customer must be enrolled in one of these programs and provide proof of their enrollment.

Food Stamps

Veterans' Disabilities Pension (non-service related)

Veterans' Surviving Spouse Pension (non-service related)

Home Relief

Supplementary Security Income

Home Energy Assistance Program (HEAP)

Medicaid

Aid to Families With Dependent Children (AFDC)

Link Up America
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.

Eligibility includes:

1. The assistance can only apply for a single telephone line at the primary residence of the applicant.

2. The applicant must not be a dependent for federal income tax purposes, unless he or she is more than 60 years old.

3. The applicant must meet the requirements for qualification for Lifeline Telephone Service as stipulated above. Individuals who are not receiving assistance from these programs, but are eligible to receive assistance should call Hancock Telephone for more information.

Don't Get Crammed

Cramming is the illegal practice of adding bogus, miscellaneous charges to a consumer's phone bill for services that were not ordered. These charges are often unrelated to actual telephone usage.

Consumers that have been crammed should:

1. Call the company that placed the unauthorized charges on the bill, and let them know that you will not pay those charges.

2. Contact us. Once we are notified of the problem, we will remove those charges that are associated with cramming.

In the event that you cannot resolve a cramming issue, a complaint should be filed with the FCC:

Federal Communications Commission
Common Carrier Bureau
Consumer Complaints
Mail Stop Code 1600A2
Washington, D.C. 20554
website:www.fcc.gov