Lifeline Program Terms and Conditions

VoIP and Broadband Services |  State of Oregon

Effective Date: June 2, 2026    Version: 1.0

Section 1: Program Overview and Purpose

Hood River Electric & Internet Co-op (“HR Co-op or “Company”) participates in the federal Lifeline Assistance Program (“Lifeline”), administered by the Universal Service Administrative Company (USAC) and governed by the Federal Communications Commission (FCC). These Terms and Conditions govern your enrollment in, and use of Lifeline-discounted services offered by HR Co-op in the State of Oregon.

Lifeline is a federal benefit program that provides eligible low-income consumers with a monthly discount on qualifying telephone or broadband internet service. HR Co-op offers Lifeline discounts on its VoIP and Broadband plans — there are no free or zero-cost Lifeline plans. Subscribers receive a monthly benefit applied as a discount toward the standard rate of a qualifying plan.

Section 2: Eligible Lifeline Services

HR Co-op offers Lifeline discounts on the following plans. All plans are subject to current pricing and speeds as listed at hoodriver.coop. The Lifeline benefit is applied as a monthly discount toward the plan rate.

2.1   Broadband Internet Plans

HR Co-op’s broadband plans provide high-speed internet access over its wireless and fiber network at discounted rates for eligible subscribers. Plans are available at various speed tiers. For current pricing and speed options, visit:

https://hoodriver.coop/internet-service/residential-internet/

2.2   VoIP (Digital Voice) Plans

HR Co-op’s VoIP (Voice over Internet Protocol) plans provide residential digital voice telephone service at discounted rates for eligible subscribers. For current pricing and plan details, visit:

https://hoodriver.coop/internet-service/residential-digital-voice/

Applicable taxes, fees, and toll charges may apply to VoIP service and are not covered by the Lifeline benefit. For a full breakdown of Digital Voice taxes and toll charges, visit:

Digital Voice Taxes and Fees: https://hoodriver.coop/internet-service/digital-voice/digital-voice-taxes/

Digital Voice Calling Rates: https://hoodriver.coop/internet-service/digital-voice/voice/

2.3 Lifeline Benefit Structure

The federal Lifeline benefit (currently up to $9.25/month for voice or broadband, or the enhanced Tribal benefit where applicable) is applied as a monthly discount to the subscriber’s selected plan. Subscribers are responsible for any charges exceeding the Lifeline benefit amount. Lifeline benefit is non-transferable. Oregon also administers a state supplement through the Oregon Lifeline Expansion program, which may provide an additional monthly discount on top of the federal benefit for qualifying subscribers. The combined federal and state benefit amount will be reflected on the subscriber’s monthly bill. Eligibility for the Oregon state supplement is determined by OPUC; contact HR Co-op or visit www.oregon.gov/puc for current Oregon benefit amounts and eligibility details.

Subscribers may receive Lifeline for either voice or broadband service, but not both simultaneously, from HR Co-op or any other provider. Only one Lifeline benefit is permitted per household.

Section 3: Eligibility Requirements

3.1 Income-Based Eligibility

A subscriber is eligible for Lifeline if their household income is at or below 135% of the Federal Poverty Guidelines (FPG). Oregon is a state-administered Lifeline program and does not use the federal National Verifier. Eligible subscribers in Oregon must apply through the Oregon Public Utility Commission (OPUC) process. Income eligibility is verified through documentation submitted directly to OPUC. For application instructions, contact HR Co-op or visit www.oregon.gov/puc.

3.2 Program-Based Eligibility

A subscriber is eligible if they or any member of their household participates in one of the following federal assistance programs:

• Medicaid
• Supplemental Nutrition Assistance Program (SNAP)
• Supplemental Security Income (SSI)
• Federal Public Housing Assistance (FPHA)
• Veterans Pension and Survivors Benefit
• Tribal-specific programs (for Tribal lands): Bureau of Indian Affairs General Assistance, Tribal Head Start (income-qualifying), Tribal TANF, Food Distribution Program on Indian Reservations (FDPIR)

3.3 How to Apply

Because Oregon administers its own Lifeline program, applicants must apply through the Oregon Public Utility Commission (OPUC) rather than directly through HR Co-op or the federal National Verifier. To apply, complete the Oregon Lifeline application through the OPUC:

• Online Application: https://www.oregon.gov/puc/pages/lifeline.aspx
• Phone: 1-800-848-4442 (OPUC Consumer Services)

Once OPUC confirms eligibility, HR Co-op will apply the Lifeline discount to the subscriber’s account.

3.4 One Benefit Per Household

Only one Lifeline benefit is allowed per household. A household is defined as any individual or group of individuals who live together at the same address and share income and expenses. Spouses and dependents living at the same address are considered part of the same household.

3.5 Non-Duplication

Subscribers may not receive more than one Lifeline benefit at the same time, whether from HR Co-op or any other provider. Receiving duplicate benefits is a violation of FCC rules and may result in criminal prosecution.

3.6 Annual Re-Certification

Lifeline subscribers must re-certify their eligibility annually. OPUC or USAC will contact subscribers prior to the annual recertification deadline. Failure to recertify will result in de-enrollment from the program and loss of the Lifeline discount. Subscribers who are de-enrolled due to failure to recertify must re-apply and complete the full eligibility verification process to re-enroll.

Section 4: Service Terms and Conditions

4.1 Non-Transferability

Lifeline benefit is non-transferable and may not be transferred to another person. The benefit is assigned to the eligible subscriber and the household address.

4.2 Usage Requirement

Subscribers must use their Lifeline service at least once every 30 days to remain enrolled. Usage is defined as:

• For VoIP service: placing or receiving a call or sending or receiving a text
• For Broadband service: using the internet service (data sent or received)

If a subscriber does not use the service within a 30-day period, HR Co-op will notify the subscriber and provide 15 days to use the service or confirm they wish to remain enrolled. If the subscriber does not respond or use the service within the notice period, HR Co-op will de-enroll the subscriber from the Lifeline program.

4.3 Service Plans and Pricing

Lifeline subscribers enroll in HR Co-op VoIP or broadband plans. These plans carry discounted pricing; there are no free plans. The subscriber is responsible for the monthly plan rate minus the applicable Lifeline benefit amount. Current plan rates are available at hoodriver.coop. HR Co-op reserves the right to change plan rates with advance notice as required by applicable regulations.

4.4 One Lifeline Service Type

A subscriber may receive the Lifeline benefit on either a voice service plan or a broadband internet plan through HR Co-op, but not both simultaneously. Subscribers wishing to change their Lifeline-supported service type should contact HR Co-op.

4.5 Service Area

Lifeline services are available to eligible subscribers within HR Co-op’s service territory in Oregon. Service availability is subject to network availability and coverage at the subscriber’s address.

4.6 Equipment

Subscribers may be required to use HR Co-op-provided or HR Co-op-approved equipment for VoIP and broadband services. Any applicable equipment fees, rental fees, or installation fees are not covered by Lifeline benefit and are the subscriber’s responsibility. Details are available in the subscriber’s service agreement.

4.7 911 / E911 Service

HR Co-op’s VoIP service supports Enhanced 911 (E911) service. Subscribers must register their service address to enable E911 location identification. 911 service may be affected during power outages, internet outages, or service disruptions. VoIP subscribers should maintain an alternative means to contact emergency services.

4.8 Speeds and Performance

Broadband service speeds are subject to network conditions, equipment, and other factors. HR Co-op provides speed information for its broadband plans at hoodriver.coop/internet-service/residential-internet/. Actual speeds may vary. HR Co-op’s broadband services comply with FCC minimum speed standards for Lifeline-supported broadband service.

Section 5: Subscriber Responsibilities and Obligations

5.1 Notification of Change in Eligibility

Subscribers must notify HR Co-op within 30 days if:

• Their household income increases above the Lifeline eligibility threshold
• They are no longer participating in a qualifying assistance program
• Another member of their household begins receiving a Lifeline benefit
• They no longer reside at the address on file
• Any other change that would affect their eligibility

5.2 Change of Address

Subscribers must promptly notify HR Co-op of any change of address. Lifeline benefits are location-specific, and the subscriber must remain within HR Co-op’s service area to continue receiving the benefit.

5.3 Prohibited Use

Subscribers may not resell, transfer, or otherwise allow any other individual or household to use Lifeline benefit. The service is for the subscriber’s household use only.

5.4 Account Responsibility

Subscribers are responsible for all charges incurred on their account, including charges that exceed the Lifeline benefit amount. Subscribers are responsible for paying all non-Lifeline fees including equipment fees, installation fees, and any optional service add-ons.

Section 6: De-enrollment and Termination

6.1 Grounds for De-enrollment

HR Co-op will de-enroll a subscriber from the Lifeline program if:

• The subscriber is found to be ineligible for the program
• The subscriber fails to recertify annual eligibility
• The subscriber fails to use the service for 30 consecutive days (subject to notice requirements)
• The subscriber requests de-enrollment
• The subscriber is receiving a duplicate Lifeline benefit
• The subscriber provides false or fraudulent information
• The subscriber’s account is terminated for non-payment or violation of service terms

6.2 Notice of De-enrollment

HR Co-op will provide advance written notice before de-enrolling a subscriber from the Lifeline program, except where immediate de-enrollment is required by law or regulation (e.g., duplicate benefits). The notice will inform the subscriber of the reason for de-enrollment and how to contest the determination.

6.3 Effect of De-enrollment

Upon de-enrollment from Lifeline, the subscriber’s monthly Lifeline discount will be removed. The subscriber may continue to receive HR Co-op services at standard (non-discounted) rates, subject to HR Co-op’s standard service terms and the subscriber’s ability to pay.

6.4 Re-enrollment

A subscriber who has been de-enrolled may re-apply for Lifeline benefits at any time if they believe they are eligible. Re-enrollment requires completion of the full eligibility verification process through the National Verifier.

Section 7: Fraud Prevention and Penalties

Willfully making false statements to obtain a Lifeline benefit is a violation of federal law (47 U.S.C. § 220) and may result in:

• Criminal penalties including fines and/or imprisonment
• Back-payment of all benefits improperly received
• Permanent disqualification from the Lifeline program
• Civil penalties up to $150,000 per violation

HR Co-op is required to report suspected fraud to USAC, the FCC, and other applicable law enforcement agencies. Subscribers who suspect fraudulent Lifeline activity may report it to the FCC’s Lifeline Support Center at 1-800-234-9473 or lifeline@fcc.gov.

Section 8: Privacy and Data Use

HR Co-op collects and uses subscriber information for the purposes of administering the Lifeline program, verifying eligibility, and complying with FCC and USAC reporting requirements. Subscriber information may be shared with USAC, the National Verifier, and applicable state and federal regulators as required by law.

HR Co-op will not sell subscriber personal information to third parties for marketing purposes. HR Co-op’s full Privacy Policy is available at hoodriver.coop.

Section 9: Changes to Terms and Conditions

HR Co-op reserves the right to amend these Terms and Conditions at any time to comply with changes in federal or state law, FCC rules, or USAC requirements. HR Co-op will provide advance written notice of material changes to enrolled Lifeline subscribers. Continued participation in the Lifeline program following notice of changes constitutes acceptance of the updated terms.

Section 10: Contact Information and Complaints

10.1 HR Co-op Contact Information

Mailing Address

P.O. Box 125, Odell, OR 97044

 

Phone

(541) 354-1233

 

Website

https://hoodriver.coop

 

Email

billing@hoodriver.coop

 

Business Hours

Monday – Thursday, 7:00am – 5:30pm

 

10.2  Regulatory Contacts

USAC Lifeline Support

1-800-234-9473  |  www.lifelinesupport.org

 

FCC	1-888-225-5322  |  www.fcc.gov/consumers/guides/lifeline-support-affordable-communications

 

Oregon PUC (OPUC)

1-800-522-2404  |  www.oregon.gov/puc

 

FCC Form 481 / USAC ETC Annual Reporting

www.usac.org/lifeline

10.3 Filing a Complaint

Subscribers who wish to file a complaint regarding HR Co-op’s Lifeline services may:

• Contact HR Co-op directly using the information above
• File a complaint with the Oregon Public Utility Commission (OPUC) at 1-800-522-2404 or www.oregon.gov/puc
• File a complaint with the FCC at 1-888-225-5322 or consumercomplaints.fcc.gov
• Contact USAC at 1-800-234-9473

Section 11: General Provisions

These Terms and Conditions are governed by the laws of the State of Oregon and applicable federal law, including the Communications Act of 1934 as amended and applicable FCC regulations. If any provision of these Terms and Conditions is found to be unenforceable, the remaining provisions remain in full force and effect.

These Terms and Conditions, together with the subscriber’s service agreement and HR Co-op’s standard tariffs and policies, constitute the entire agreement between HR Co-op and the subscriber with respect to the Lifeline program.

HR Co-op is an equal opportunity provider. Lifeline services and benefits are available to all eligible subscribers without discrimination on the basis of race, color, national origin, sex, disability, age, or any other protected characteristic.