Policies and Education

Sprout Fiber Internet follows the Privacy Policy of Cullman Electric Cooperative.

Cullman Electric Cooperative collects nonpublic personal information from its members in the following ways:

1. Information that Cullman Electric receives from member applications for electric service or broadband service or from credit applications or other information received from members.

2. Information that is compiled in the ordinary course of business such as usage and payment histories for member accounts.

3. Information Cullman Electric receives from third parties such as consumer reporting agencies.

Nonpublic personal information may include credit scores, social security numbers, usage or payment histories, bank account or credit card information or other private financial information. Cullman Electric does not disclose nonpublic personal information to non-affiliated third parties, except as required by law or in providing electric and other services to its members. Non-affiliated third parties who have access to nonpublic personal information typically provide services to Cullman Electric and its members and are restricted in the use of any information they may receive by confidentiality agreements. Cullman Electric may disclose nonpublic personal information to third parties such as credit bureaus or credit reporting agencies in the ordinary course of business such as in the collection of past due Cullman Electric or Sprout accounts.

Cullman Electric does not sell nonpublic personal information or share such information with third parties for profit. Information is only shared with trusted vendors and other service providers to provide efficient services to the members of Cullman Electric Cooperative and their families. Cullman Electric maintains safeguards to prevent the disclosure of nonpublic personal information to unauthorized third parties and monitors the information collected to make sure that no security breaches have occurred. Cullman Electric reserves the right to change privacy policies and disclosures. Any material changes in this policy will be communicated to the members in the form of a revised privacy notice.

1.      POLICY

Sprout Fiber Internet complies with the laws and regulations applicable to copyright infringements.

Pursuant to the Digital Millennium Copyright Act (“DMCA”), Copyright Owners may notify a Service Provider, such as Sprout Fiber Internet of alleged copyright infringement carried out on the Service Provider’s network.

As required by the Online Copyright Infringement Liability Act of 1998 (17 U.S.C. § 512), this policy reserves the right for Sprout Fiber Internet to terminate the internet service of subscribers who repeatedly infringe copyrights.

2. PROCEDURES

When Sprout Fiber Internet  receives a notification of copyright infringement, the following steps will be taken:

A. First Warning

A letter will be sent to the Subscriber notifying them of their copyright infringement and violation of Sprout Fiber Internet’s Acceptable Use Policy.  This letter will also inform the subscriber that Sprout Fiber Internet may suspend or terminate service if another violation occurs within a 12-month period (Attachment A).

B. Second Warning

If there is a second offense within a 12-month period, a second warning letter will be sent to the Subscriber notifying them of their copyright infringement and violation of Sprout Fiber Internet’s Acceptable Use Policy.  This letter will also inform the Subscriber that Sprout Fiber Internet may suspend or terminate service if the violation continues (Attachment B).

C.Third Warning

If there is a third offense within a 12-month period, a third warning letter will be sent to the Subscriber notifying them of their copyright infringement and violation of Sprout Fiber Internet’sAcceptable Use Policy.  This letter will also inform the Subscriber that should another violation occur, their service will be suspended (Attachment C).

D.Notice of Suspension

If there is a fourth offense within a 12-month period, a Notice of Suspension will be sent to the Subscriber (both mail & email) notifying them of their copyright infringement and violation of Sprout Fiber Internet’s Acceptable Use Policy, and that their service is being suspended for five (5) days.  The Subscriber must immediately remove or disable the copyrighted material.  (Attachment D).

E.Notice of Termination

If there is another violation within a 12-month period after the account was suspended, Sprout Fiber Internet will send a Notice of Termination to the Subscriber via Certified Mail, and to the Subscriber’s email address on file.  This notice will inform the Subscriber that their service has been terminated effective the date of the letter and that all equipment is to be returned to Sprout Fiber Internet within ten business (10) days to avoid additional charges.  The Subscriber may reapply for services after a period of six (6) months has expired (Attachment E)

Sprout Fiber Internet reserves the right to act immediately and with or without notice to suspend or terminate services in response to a court order or other legal requirement that certain conduct is stopped, or when Sprout Fiber Internet  determines that the conduct may:

• •Expose Sprout Fiber Internet  to sanctions, prosecution or civil action;
• •Cause harm to or interfere with the integrity of normal operations of Sprout Fiber Internet’s network or facilities;
• •Interfere with another person’s use of Sprout Fiber Internet  Services or the internet;
• •Damage or disparage the reputation of Sprout Fiber Internet  or its services; or
• •Otherwise present a risk of harm to Sprout Fiber Internet or Sprout Fiber Internet’s subscribers, its employees, officers, directors, agents, or other representatives.

3. RECORDS RETENTION

All copyright infringement letters, notifications and supporting documentation shall be kept secured for a period of five (5) years.  Data is to include the Subscriber’s account number, a notice of copyright infringement from the Copyright Owner, and date of notification to the Subscriber.

4. RESPONSIBILITY

Sprout Fiber Internet’s CPNI Compliance Officer shall be responsible for the Copyright Infringement Policy and Procedures and records retention.

Current as of 02/23/24

Backup Power for Home Phone Services during Power Outages

For many years, your home phone would allow you to stay connected to emergency voice services during a power outage. However, many of today’s advanced home phone services require backup battery power to continue functioning during an outage. To avoid a disruption of home voice service during an outage – and to maintain the ability to connect to 911 emergency services — we offer the option of purchasing backup power for your home phones.

What Your Battery Can – and Can’t – Do for You

Backup batteries for telephone modems allow you to continue to use your home voice services during a power outage. Without a backup battery or alternate backup source such as a generator, customers will not be able to make any calls, including emergency calls to 911. The only way to maintain the ability to use your phone is by using some form of backup power. Our backup battery does not provide power to any services other than voice. Home security systems, medical monitoring devices and other equipment will not run on a home phone backup battery.

Purchase and Replacement Options

If you are concerned about being able to contact 911 emergency serSprout Fiber Internet is approximately 6 pounds and is roughly 6” (H) x 7” (W) x 3” (D). This backup battery can be wall-mounted or sit stationary on your desktop.

Our 24-hour backup batteries are sold at retail cost (up to $200) and can be purchased directly through Sprout Fiber Internet. Once purchased, a Sprout Fiber Internet technician will come install it in your home for free. If you have any questions or simply want to purchase a backup battery through us, please call 256-737-3200.

Expected Backup Power Duration

Backup batteries are expected to last at least 24 hours on standby power and provide you 24 hours of talk time.

Instructions for Proper Care and Use of Your Battery

Please follow the more detailed instructions included with your battery for proper use, storage and care of your battery to ensure that it will function as needed during a power outage. If you do not store your battery correctly, it may shorten its useful life. Environmental factors such as temperature can shorten your battery’s useful life. We recommend that you store your battery above 22°F and below 110°F. These batteries are rechargeable with the provided power supply that comes standard with your battery backup kit and is part of the total cost. The batteries will not last forever and should be replaced every 5-7 years, or when your device starts to make a loud beeping sound. That sound means that the battery is depleted and must be replaced. See the instructions above for purchase and replacement options.

You should also periodically, as described in the instructions included with your battery, verify both the operation of the backup battery and its condition are working in a normal status as identified by the user’s manual provided with the installation of your battery backup or you can contact the manufacturer of the battery backup, Precision Power, at 270-776-9903 and a member of their team will be happy to help with any questions you may have.

Please read this information regarding 911 very carefully. By activating and paying for the service, you acknowledge and agree to Sprout Fiber Internet 911 emergency dialing service’s limitations and understand the distinctions between such service and traditional 911 or E911 calls.

• 911 service does not work if you fail to register or update the 911 service with your current location
• 911 service will not work if there is an electrical or internet service outage due to any cause
• 911 service will not work if your service has been canceled by you or terminated by Sprout Fiber Internet
• You agree to hold Sprout Fiber Internet harmless for any failure in the 911 service

Most Sprout Fiber Internet subscribers in the U.S., including Alaska and Hawaii, have access to basic 911 or Enhanced 911 (E911) service. Enhanced 911 (E911) service is available for all U.S. subscribers who register a valid E911 service address.

With E911 service, when you dial 911, your telephone number and registered address are simultaneously sent to the local emergency center assigned to your location, and emergency operators have access to the information they need to send help and call you back if necessary. If you live in locations where the emergency center is not equipped to receive your telephone number and address, you have basic 911. With basic 911, the local emergency operator answering the call will not have your call back number or your exact location, so you must be prepared to give them this information. Until you give the operator your phone number and location, he/she may not be able to call you back or dispatch help if the call is not completed or is not forwarded, is dropped or disconnected, or if you are unable to speak.

As additional local emergency centers become capable of receiving our subscribers’ telephone number and address information, subscribers will need to register a valid E911 service address to upgrade the service to E911. Sprout Fiber Internet will not inform you that new local emergency centers have been added. If your address is not covered by E911 service, Sprout Fiber Internet advises you to attempt to register your address periodically to determine if a new local emergency center has been added to your area.

Certain subscribers do not have access to either basic 911 or E911 because there are no local emergency centers in their area, or they did not register for an E911 service address. If you do not have access to basic 911 or E911, your 911 call will be sent to the national emergency call center. A trained agent at the emergency call center will ask for the name, telephone number, and location of the subscriber calling 911, then contact the local emergency center for such subscriber to send help.

Emergency personnel do not receive your phone number or physical location when your 911 call is routed to a national emergency call center. Therefore, you must be prepared to give the operator your phone number and location and any other information that the operator might request. You authorize the national emergency call center to disclose your name and address to the third party or parties involved with providing emergency services to you, including, without limitation, call routers, call centers, and local emergency centers.

Notify All Users

Subscribers are responsible for informing any household residents, guests, and other third persons who may be present at the physical location where you utilize the 911 service of the important differences in and limitations of 911 service as compared with traditional 911 landline or cell phone service.

The documentation that accompanies each piece of equipment you may purchase or lease will include a sticker concerning the potential non-availability of basic 911 or E911 (the “911 Sticker”). If you don’t purchase or lease equipment from us, we will send you one or more 911 Stickers. It is your responsibility to place the 911 sticker near each phone that you use with the service. If you did not receive a 911 sticker with your equipment, or you need more 911 stickers, please contact us for additional stickers at no cost.

Registration of Physical Location Required

For each primary phone number you use for the service, you must register with Sprout Fiber Internet the physical location to use the service with that phone number. When you move the device to another location, you must register your new location. If you do not register your new location, any 911 calls you make using the 911 service may be sent to an emergency center near your old address. You must register your initial location of use when you subscribe to the service.

After that, you may register a new location by following the instructions from the 911 registration link in your Sprout Fiber Internet Account Portal. For purposes of the 911 service, you may only register one location at a time for each primary phone line you use with the service.

Re-Registration Required if You Change Your Number or Add or Port New Numbers

911 service does not function if you change your phone number or add or port new phone numbers to your account unless you successfully register your location of use for each changed, newly added, or newly ported phone number and receive confirmation from Sprout Fiber Internet.

Service Outages

You acknowledge and understand that the service and 911 service does not function in the event of power failure. Should there be an interruption in the power supply, the service and 911 service will not function until power is restored. A power failure or disruption may require the subscriber to reset or reconfigure the device and other CPE equipment prior to using the service and 911. You also acknowledge and understand that the service and 911 service requires a fully functional broadband connection to the Internet (which is not provided by Sprout Fiber Internet) and that, accordingly, in the event of an outage of, or termination of broadband service with Sprout Fiber Internet, the service and 911 service will not function. If there is an interruption in the power supply and/or an ISP/broadband outage, the service and 911 service will not function until the power supply is restored and/or the ISP/broadband outage fixed. You acknowledge that Sprout Fiber Internet is not responsible for any service outage related to the loss of electrical power, connectivity, suspension or termination of your Sprout Fiber Internet account or any failures resulting from local or national disasters.

Disclaimer of Liability and Indemnification

You acknowledge and understand that Sprout Fiber Internet and its suppliers will not be liable for any service outage and/or inability to dial 911 using the Sprout Fiber Internet Service or to access emergency service personnel due to the characteristics and limitation of the Sprout Fiber Internet Service as set forth in this document. You agree to defend, indemnify, and hold harmless Sprout Fiber Internet and its suppliers, its officers, directors, employees, affiliates and agents, and any other service provider who furnishes services to you in connection with the service, from any and all claims, losses, damages, fines, penalties, costs, and expenses (including, without limitation, reasonable attorney fees) by, or on behalf of, you or any third-party user of the service relating to the failure or outage of the service, including those related to the 911 service.

Sprout Fiber Internet and its suppliers do not control whether or how calls using the 911 service are answered or addressed by any local emergency response center. Sprout Fiber Internet and its suppliers disclaim all responsibility for the conduct of local emergency response centers and the national emergency calling center. Sprout Fiber Internet and its suppliers rely on third parties to assist us in routing 911 service calls to local emergency response centers and to a national emergency calling center. Sprout Fiber Internet and its suppliers disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither Sprout Fiber Internet and its suppliers, nor its officers, directors, employees, affiliates, and agents and any other service provider who furnishes services to you in connection with the service may be held liable for any claim, damage, or loss, and you hereby waive any and all such claims or causes of action, arising from or relating to the 911 service unless such claims or causes of action arose from Sprout Fiber Internet and its suppliers’ gross negligence, recklessness or willful misconduct. You shall defend, indemnify, and hold harmless Sprout Fiber Internet and its suppliers, its officers, directors, employees, affiliates and agents, and any other service provider who furnishes services to you in connection with the service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, attorneys fees) by, or on behalf of, you or any third party relating to the absence, failure or outage of the service, including 911 service, incorrectly routed 911 service calls, and/or the inability of any user of the service to be able to use 911 service or access emergency service personnel.

Furthermore, you acknowledge that Sprout Fiber Internet and its suppliers do not offer Lifeline service. If you are not comfortable with the limitations of the 911 service, Sprout Fiber Internet and its suppliers strongly recommend you have an alternative means of accessing emergency service.

The Sprout Fiber Internet (“Company”) Acceptable Use Policy (“AUP”) governs the use of internet-related services provided by Company. All contractual terms also apply.

This AUP supersedes all previous releases of this document.

I. INTRODUCTION

In this AUP, “Service(s)” refers to any internet-related service you (“Subscriber”) receive from Company or its affiliates, including but not limited to high-speed internet access, dedicated internet access, or managed service. By using any Service, Subscriber agrees to abide by and be bound by the terms and conditions set forth in this AUP. This AUP may be revised or modified by Company at any time. Updates to the AUP are immediately in effect once the changed AUP is posted on the Company website. Continued use of Services by Subscriber following the posting of AUP updates shall constitute acceptance of any changed or additional terms.

II. VIOLATION OF THIS ACCEPTABLE USE POLICY

Violation of this AUP may result in Company taking actions ranging from a warning to a suspension of privileges or termination of Services. Company may but is under no obligation to: (i) provide Subscriber with advance notice of an AUP violation, via email or otherwise, and (ii) request that such violation be immediately corrected prior to taking action. Company reserves the right to act immediately and without notice to suspend or terminate Services. When Company determines, in its sole discretion, that the conduct may:

Expose Company to sanctions, prosecution, or civil action;

Cause harm to or interfere with the integrity or normal operations of Company’s Services, networks or facilities;

Interfere with another person’s use of Company Services or the Internet;

Damage or disparage the reputation of Company or its Services; or

Otherwise present a risk of harm to Company or Company’s Subscribers or their employees, officers, directors, agents, or other representatives.

Company(i) may refer potential violations of laws to the proper authorities, (ii) may cooperate in the investigation of any suspected criminal or civil wrong, and (iii) will cooperate with authorities when required to do so by law, subpoena, or when the public safety is at stake. Company assumes no obligation to inform Subscriber that your account related information has been provided to law enforcement authorities and, in some cases, may be prohibited by law from providing such notice. Company shall not be liable for any damages of any nature suffered by Subscriber or any other Subscriber, user, or third party resulting in whole or in part from Company exercise of its rights under this AUP.

III. PROHIBITED USES AND ACTIVITIES

General Use Policy

Subscriber is responsible for complying with the AUP. Subscriber is also responsible for the actions of others who may be using the Services under the subscriber’s o account. Subscriber must respond in a timely manner to complaints concerning the use of services. If Company is alerted to or otherwise becomes aware of violations or potential violations of this AUP, Company will take whatever measures it deems necessary and appropriate to stop or prevent those violations.

Abuse of email; Spamming

Mass emailing and “mail-bombing” (sending mass email or deliberately sending excessively large attachments to one recipient) are prohibited. Business-class accounts may have different volume limitations, and usage will be judged by the type of account and the use. Forging email headers (transmission information) is prohibited. Using another computer without authorization, sending email messages, or retransmit email messages for the purpose of misleading recipients as to the origin is prohibited. Use of email to harass or intimidate other users is prohibited.

Violation of the CAN-SPAM Act of 2003 or any state or federal law regulating email is a violation of this AUP. Company reserves the right to seek damages and other available relief against Subscriber and/or any third parties as applicable. For purposes of this AUP, such violations are determined by Company in its sole discretion.

No Resale/Sharing of Services

Subscriber is prohibited from reselling the Service or otherwise making the Service available to third parties (for example, through Wi-Fi or other methods of networking), in whole or in part, directly or indirectly, unless expressly permitted by your Business Services Agreement.

For residential accounts, Subscriber agrees that Services will not be made available to anyone other than your family and household guests. For business accounts, except as provided in an applicable Business Services Agreement, Subscriber agrees that the Service will not be made available to anyone other than your business or your business’s authorized employees.

IV. SUBSCRIBER CONDUCT

Facilitating a Violation of this AUP

Subscriber is prohibited from advertising, transmitting, or otherwise making available any software, program, product, or service that is designed to violate or facilitate a violation of this AUP and/or any law. This includes, but is not limited to, the facilitation of the means to spam, infringe on copyrights, and pirate software.

Illegal Activity; Tortious Conduct

Any use of the Services to violate any local, state, or federal law or regulation also violates this AUP. Prohibited activities include, but are not limited to:

Transmitting any defamatory, libelous, fraudulent, deceptive, indecent, offensive, or obscene materials;

Using the Services to deliver spyware, or secretly or deceptively obtain the personal information of third parties (e.g., phishing);

Intentionally spreading computer viruses;

Exporting software or technical information in violation of U.S. export control laws;

Gaining unauthorized access to private networks;

Engaging in the transmission of pirated software;

Unauthorized copying, distribution, or display of copyrighted material;

Conducting or participating in illegal gambling;

Soliciting for illegal pyramid schemes through email or USENET postings;

Violating rules, regulations, and policies applicable to any network, server, computer database, web site, or ISP that you access through the Services;

Threatening, harassing, abusing, or intimidating others;

Engaging in activity, illegal or not, that Company determines in its sole discretion to be harmful to its Subscribers, operations, or networks;

Making fraudulent offers of products, items, or services; or

Creating or attempting to utilize a domain name that is defamatory, fraudulent, indecent, offensive, deceptive, threatening, abusive, harassing, or which damages the name or reputation of Company.

Third Party Rules

Subscriber may have access through the Services to search engines, subscription Web services, chat areas, bulletin boards, Web pages, USENET, social networking sites, or other services that promulgate rules, guidelines, or agreements to govern their use. Failure to adhere to any such rules, guidelines, or agreements shall be a violation of this AUP. Company reserves the right not to accept postings from newsgroups where we have actual knowledge that the content of the newsgroup violates the AUP.

Copyright Infringement

Company complies with the Online Copyright Infringement Liability Limitation Act of 1998. 17 USC 512 (“Act”). As required by the Act, Sprout Fiber Internet reserves the right to terminate services to Subscribers infringing upon copyrights. If we receive a determination that any Subscriber or account holder has infringed another’s copyright through the use of our System or network, we reserve the right to terminate Service to that Subscriber after receiving notice of any further copyright infringement by that Subscriber. Company accommodates and does not interfere with standard technical measures to identify and protect copyrighted works, subject to the limitations of the Act.

V. NETWORK MANAGEMENT

As permitted by law, Company may establish appropriate limitations on bandwidth, data storage, or other aspects of the Service by amending this AUP. Subscribers must comply with all such limitations prescribed by Company.

System or Network Security

It is Subscriber’s responsibility to ensure the security of Subscriber’s network and the equipment (“System”) which connects to the Services. Subscriber is required to take all necessary steps to secure and manage the use of the Services in such a way to assure that network abuse and/or fraudulent activity is prevented. Violations of System or network security may result in criminal and/or civil liability.

Failing to secure the System against abuse or fraudulent activity is a violation of this AUP. Subscriber is responsible for configuring and securing the System and the Services to prevent unauthorized access to the System and/or the Company network and related Services.

Subscriber is responsible for any fraudulent activity that may occur due to failure to secure Subscriber’s network and the Services. Subscriber is responsible if unknown third parties utilize the Services at any time for the purpose of illegally distributing licensed software, engaging in abusive behavior, infringing upon copyrights of others, or engaging in any type of fraudulent conduct. Subscriber may not, through action or inaction (e.g., failure to secure Subscriber’s network), allow others to use Services for illegal, fraudulent or inappropriate uses, and/or any other disruptive, provoking, or abusive behavior that is in violation of these guidelines.

Responsibility for Content

Subscriber is responsible for any content which is offered or received through the Service.

Password Security

If applicable, Subscriber’s password provides access to your individual account. It is Subscriber’s responsibility to keep the password secure. Subscribers are responsible for any and all access to or use of the Services through Subscriber’s account. Attempting to obtain another Subscriber’s account password is prohibited.

VI. CONTACT INFORMATION

Contact for Reporting Abuse

Any party seeking to report a violation of this AUP may contact us via email at sprout@cullmanec.com.

Contact for Copyright Infringement

Notices and counter-notices related to claimed copyright infringements should be directed to the following designated agent:

Copyright Agent

Cullman Electric Cooperative/Sprout Fiber Internet

PO Box 1168

Cullman, AL 35056

Email: sprout@cullmanec.com

Due to the substantial volume of notifications of claimed infringement that is received and processed by Company, we are unable to accept notices of alleged copyright infringement via this designated agent, or email address other than notifications of claimed infringement sent pursuant to Sections 512(b)-(d)

Sprout Fiber Internet is committed to providing the best service without restrictions on our subscribers’ interactions on the Internet. Sprout Fiber Internet was established to provide economic and quality-of-life benefits to the communities we serve. Sprout Fiber Internet will not block or limit any lawful content, applications, services, or use of any non-harmful devices. Lawful network traffic is not discriminated against except in extreme circumstances where we need to manage the traffic for the benefit of all customers and ensure that critical services are delivered without interruptions. If you have any questions or concerns, please call our office at 256-737-3200 or email sprout@cullmanec.com.

To view the available services and pricing, visit our website at www.cullmanec.com/sprout.

The Sprout Fiber Internet network has been built from the ground up for high capacity traffic. Advertised speeds are “up to” their respective speed since many factors affect speed on the Internet. They include:

• The number of users who are using a website that you visit and the capabilities of that site
• If using a wireless connection and the wireless signal strength
• The service provider that the website uses, among other factors
• Your computer and the software that is installed
• Viruses and Malware
• The number of connected devices in your home using our service simultaneously

Typically, you can expect our advertised speeds to be consistently delivered as long as the above factors do not limit the connection. The use of your wired telephone should not affect the performance of your Internet connection under normal circumstances. You can check your Internet connection against any of the speed test sites, such as www.speedtest.net, for informational purposes, but please be aware that several factors affect the speed, such as the ones listed above. If you feel your speed is less than expected, please call our office at 256-737-3200 or email sprout@cullmanec.com.

Current as of 1/12/24

Cooperative Connection, LLC dba Sprout Robocall Mitigation Plan FRN 0030900039

We have chosen to employ a multi-layered approach to address and mitigate illegal robocalling, and to participate in industry call trace back efforts. Company efforts will include the following:
• Incorporation of robocall mitigation language into our contracts, terms of service, acceptable use policy, tariffs and/or other documents as appropriate prohibiting use of our platforms to make or receive illegal calls.
• Specifically, with respect to caller-ID, to require that the caller-ID value be either a number assigned to the calling party, or one which the caller has the explicit permission of the assignee to use.
• When non-compliant calls come to our attention, through our own analysis or via our 3rd Party switch vendor and voice services provider we shall promptly investigate and take necessary action with the offending customer to mitigate ongoing illegal activity.
• Company shall provide a point-of-contact for traceback and takedown requests from bona fide sources, and respond within twenty-four (24) hours. For credible requests that include sufficient supporting detail, we will not require a subpoena or similar documentation.
• Company shall share as much information with industry forensics efforts and enforcement officials as is practical and legal, recognizing that users of our platform that are breaking the law need not be afforded the same privacy protections as those complying with the rules.
• Company shall insist that our service provider partners implement these same practices and impose this same requirement on their partners, or face restrictions on their use of our platform (including, if necessary, complete loss of access).
• Company abuse mitigation practices shall be applied in a non-discriminatory manner.
• If we discover that traffic originally flagged as illegal is in fact legitimate, we will share that information with other parties in the call chain.
• Company shall vet each customer thoroughly, with additional scrutiny on customers involved with auto-dialed traffic types. Anonymous test accounts will not be provided to auto-dialers.
• Company will employ real-time controls on traffic. All calls must have valid caller- ID values, and for auto-dialed calls, each value must be checked against the list of numbers that customer provided and that Company staff vetted before establishing service. Each customer must have a calls-per-second limit commensurate with the traffic description provided.
• Company shall monitor the traffic moving through its network. CDRs shall be analyzed regularly by our 3rd party switch vendor and voice service provider. Inspection of call durations to ensure that no auto-dialer traffic is being sent by customers that signed up for voice service. Company shall track call volumes and caller-ID utilization to spot changes indicative of illegal robocalls. Verify mostfrequent Caller-IDs to identify any that are being misused.
• We shall require our 3rd party switch vendor and voice services provider to check the Certificate Revocation List (CRL) as part of their routine compliance activities.
• Company has identified a single point of contact in charge of responding to traceback requests, and respond to traceback requests as soon as possible as well as work with, communicate and cooperate with state Attorneys General about recognized scams and trends in illegal robocalling. Update the state Attorneys General about potential additional solutions for combatting illegal robocalls. Also see bullet #4.
• For VoIP residential customers Company makes available free, easy-to-use call blocking and labeling tools and regularly engage in easily understandable outreach efforts to notify customers about these tools. For all types of customers, Company implements network-level call blocking at no charge. We use best efforts to ensure that all tools offered safeguard customers’ personal, proprietary, and location information.
• Company uses best efforts to confirm the identity of new commercial VoIP customers by collecting information such as physical business location, contact person(s), state or country of incorporation, federal tax ID, and understanding the nature of the customer’s business including if/how they will employ auto-dialers or other robocall style tools in the conduct of their business.
• We monitor, through our 3rd party Regulatory Compliance Consultant, the efforts of the Federal Trade Commission and the Federal Communication Commission in regards to their robocall mitigation efforts, identification of industry trends, provision of consumer education materials, and other related information and alerts.

COMMUNICATIONS ASSISTANCE FOR LAW ENFORCEMENT ACT (CALEA) POLICY and LAW ENFORCEMENT REQUEST METHOD OF PROCEDURE

Effective: 05/10/2023

Introduction:
Communications Assistance for Law Enforcement Act (“CALEA”) is intended to preserve the ability of law enforcement agencies to conduct electronic surveillance while protecting the privacy of information outside the scope of the investigation. We will also require compliance with our Customer Protected Network Information (“CPNI”) Policy when responding to a request made under this CALEA Policy. Cooperative Connection, LLC DBA Sprout Fiber Internet is a VoIP service provider and internet service provider. As the entity facing the end user subscriber Sprout Fiber Internet is the entity that can best verify the identity of the end user subscriber and furthermore is the best source for records relating to both the telephone number in use and the end user subscriber.

Call Detail Records (“CDRs”):
To the extent we have CDRs they are accessible for approximately 45 days. Compliance with our CPNI Policy will be required when responding to any request for CDRs. If, after your review of our CPNI guidelines, you believe Sprout Fiber Internet is the appropriate source for providing CDRs, please contact our CPNI Officer.

Civil Subpoenas:
Subpoenas issued in matters of civil litigation in which Sprout Fiber Internet is a non-party must be served in accordance with our Civil Subpoena Guidelines, which also provides for methods of service, applicable fees, and requirement for a protective order when seeking CDR’s.

Civil Subpoena Guidelines:
Civil litigants will generally want to issue an initial request to Sprout Fiber Internet for the purpose of identifying our customer and thereafter, pursue CDRs through a legal subpoena directly to that customer. Sprout Fiber Internet will initially and conditionally provide an estimate of the Sprout Fiber Internet CDR Processing Fee applicable to all requests for CDRs.

Protective Order:
Where Sprout Fiber Internet is required to provide/produce CDRs, such production will only occur pursuant to a protective order issued by the court having jurisdiction in the case. Such orders will be limited in both access and use, specifically for purposes of litigation and appeal.

Trace Back Exception:
Call Trace Back is the exceptional, isolated circumstance in which Sprout Fiber Internet CDRs may contain some unique information. Call Trace Back is the telecom industry’s process of recreating the path of a telephone call in reverse (i.e., going from the called party’s service provider to one or more intermediate providers, and ultimately to the calling party’s service provider). If the calling name/number is spoofed/blocked that manipulation occurs prior to the network and therefore our records reflect only the spoofed/blocked details, the network-level details of a CDR will remain unaffected. By recreating the call path, the originating network can be determined, and thereby, the actual calling number and end user subscriber’s identity. Specific details will be required, by way of example “the call from NPA-NXX-1234 to NPA-NXX-5678 on MM/DD/YYYY at 12:23 pm ET for 45 seconds”. Allow at least five (5) business days for a Call Trace Back request for a call made within the prior forty-five (45) days. Call Trace Back requests for calls made more than forty-five (45) days prior will typically require archive retrieval and must allow at least fifteen (15) business days for processing and an ICB processing fee will apply. Fees may also apply for voluminous requests. Sprout Fiber Internet shall cooperate with Call Trace Back requests as may be applicable and in compliance with our STIR/SHAKEN and Robocall Mitigation Policy.
Submitting a Formal Lawful Request for Information:
All requests must include, at a minimum, the following information:

1. Full contact information with Agency name, physical address, E-mail address and direct contact telephone number.
2. Target telephone number(s) in the XXX-XXX-XXXX format.
3. Specific dates (To/From in MM/DD/YYYY format) for which information is being requested.
4. Brief description of the matter.

Email the request with a copy of your subpoena, court order, search warrant, or other formal legal documentation. If you have multiple requests, please submit only one legal document per Email to ensure individual tickets are created in our system. For requests involving ten (10) or more numbers please attach an Excel, or text file listing target telephone numbers in the XXX-XXX-XXXX format, one (1) telephone number per line.

Official Address for Service of Process:
Sprout Fiber Internet
Attn: Mark Freeman
Address: P.O. Box 1168, Cullman, AL 35056
Telephone: 256-737-3200
E-mail: arin@cullmanec.com

Faxed legal demands will NOT be processed. Submit Legal Demands via Email to
arin@cullmanec.com We do NOT consent to fax transmission.

Normal Hours of Availability:
Our normal business hours are Monday through Friday, 7:30 am to 4:00 pm
Eastern Time.

Exigent Formal Lawful Requests:
If you have a declared exigent circumstance as established by your agency’s
guidelines, send an E-mail to arin@cullmanec.com with the word “Exigent” in the E-mail subject line.

Exigent Requests Outside Normal Business Hours:
If you have a declared exigent circumstance as established by your agency’s
guidelines, outside of our normal business hours contact arin@cullmanec.com
Written requests will be required; no action will be taken based on a verbal request.

Intercept Arrangements:
Sprout Fiber Internet is generally the optimal point for intercept arrangements as we carry all traffic relating to a telephone number across our network, but it may be necessary to engage our 3rd Party Voice provider. If you believe that we are the appropriate location for your register/intercept, please first contact arin@cullmanec.com for assistance. Upon receipt of an order or warrant directing Sprout Fiber Internet to establish an intercept arrangement and following verification of the Submitting Agency’s understanding of the limitations as described herein, Sprout Fiber Internet will notify applicable third-party vendors, who will then contact the Submitting Agency directly to arrange for implementation, where applicable. The applicable third-party vendor is NOT authorized to accept service of a Legal Demand on behalf of Sprout Fiber Internet.

Note: Sprout Fiber Internet is a VoIP Service Provider and not a wireless carrier; therefore, there is no pingable, GPS, or cell site location information native to our Service Provider customers numbers and therefore not available from us.

We reserve the right to modify this CALEA Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

711 for Telecommunications Relay Service

Telecommunications Relay Services permit persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities.

To make using TRS as simple as possible, you can dial 711 to be automatically connected to a TRS operator.  It’s fast, functional and free.  Dialing 711, both voice and TRS users can initiate a call from any telephone, anywhere in the United States, without having to remember and dial a ten-digit access number.

Dial 711 using private branch exchanges and VoIP 

FCC rules require all telephone companies that operate private branch exchanges (PBXs) – a private telephone system within an organization – to implement three-digit 711 dialing for access to TRS. This includes wireline, wireless and payphone providers. PBX operators are required to modify their equipment to enable 711 dialing to ensure everyone has easy access to TRS.

Callers from locations served by PBXs may be required to dial 9 or another prefix before entering the 711 code or placing an outside call.

Providers of interconnected Voice over Internet Protocol (VoIP) service also must offer 711 dialing service.

911 calls 

The Americans with Disabilities Act requires that people with disabilities who use TTYs or other devices have direct, equal access to emergency response services. In the event of an emergency, TTY users should call 911 directly and not make a TRS call via 711.

Video and Internet-based relay services 

711 dialing access does not work for Video Relay Service (VRS), Internet Protocol Relay (IP Relay) or IP Captioned Telephone Service (IP CTS) calls, because such calls are initiated through the Internet. Hearing persons initiating a VRS, IP Relay, or IP CTS call should call their party directly, and a communications assistant will be automatically connected to the call.

More information on TRS 

For more information about the various types of TRS, see the FCC’s consumer guide
(fcc.gov/guides/telecommunications-relay-service-trs) or visit the website of our Disability Rights Office (fcc.gov/accessibility).

Filing a complaint 

You have multiple options for filing a complaint with the FCC:

•    File a complaint online at https://consumercomplaints.fcc.gov
•    By phone: 1-888-CALL-FCC (1-888-225-5322); TTY: 1-888-TELL-FCC (1-888-835-5322); ASL:1-   844-432-2275
•    By mail (please include your name, address, contact information and as much detail about your complaint as possible):

Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division
45 L Street NE
Washington, DC 20554

Alternate formats 
To request this article in an alternate format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or send an email to
fcc504@fcc.gov.

Closed captioning is the visual display of the audio portion of video programming. Captioning provides access to individuals who are deaf or have hearing loss and is often used in places where it is difficult to hear a TV program, such as restaurants and exercise facilities. FCC rules require captioned programs shown on TV to be captioned when re-shown on the internet.

Video programming rules

▪    The internet closed captioning rules only apply if the video programming was shown on TV in the U.S. with captions.
▪    “Full-length video programming” is video programming that is shown on TV and is distributed to end users, substantially in its entirety, through the internet.
▪    “Video clips” are excerpts of full-length video programming that are posted online.  The rules require video programming distributors that show programming on TV to post captioned clips of their programming on their own websites or applications (“apps”).  At this time, the video clips rules do not apply to third party websites or apps.
▪    Consumer-generated media (e.g., home videos) shown on the internet are not required to be captioned, unless they were shown on TV with captions.
▪    Movies shown on the internet are not required to be captioned unless they have been previously shown on TV with captions.

Implementation schedule for captioning internet video programming

The following deadlines apply to video programming that is not in a distributor’s internet online library before it is shown on TV with captions.

Full-length internet video programming

Full-length internet video programming must be captioned if the programming is shown on TV in the U.S. with captions on or after the following dates:

▪    September 30, 2012, for prerecorded programming that is not “edited for internet distribution.”  “Edited for internet distribution” means the TV version has been substantially edited.  Examples of substantial edits are deleting scenes or altering musical scores.  Changing the number or duration of commercials is not considered substantial editing.
▪    March 30, 2013, for live and near-live programming.
o    “Live programming” is defined as programming that is shown on TV substantially simultaneously with its performance.
o    “Near-live programming” is defined as programming that is performed and recorded less than 24 hours before it was first shown on TV.
▪    September 30, 2013, for prerecorded programming that is substantially edited for internet distribution.

Internet video clips

Internet video clips must be captioned if the associated programming is shown on TV in the U.S. with captions on or after the following dates:

▪    January 1, 2016, where the video clip contains a single excerpt of a captioned TV program with the same video and audio that was shown on TV (“straight lift” clips).
▪    January 1, 2017, where a single file contains multiple straight lift video clips (“montages”).

▪    July 1, 2017, for video clips of live and near-live TV programming (such as news or sporting events).
▪    For clips of live programming, up to a 12-hour delay is permitted in posting a captioned clip after the programming has been shown on TV.
▪    For clips of near-live programming, up to an 8-hour delay is permitted in posting a captioned clip after the programming has been shown on TV.

Archival internet video programming

The following deadlines apply to video programming that a distributor already shows on the internet. Distributors have extra time to add captions to video programming that they already show on the internet and that is later shown on TV with captions, as follows:

▪    Within 45 days after the date it is shown on TV with captions on or after March 30, 2014 and before March 30, 2015;
▪    Within 30 days after the date it is shown on TV with captions on or after March 30, 2015 and before March 30, 2016; and
▪    Within 15 days after the date it is shown on TV with captions on or after March 30, 2016.

Filing a complaint or seeking assistance

If you experience a captioning problem after the implementation dates, you may file a written complaint with either the FCC or the video programming distributor or provider. If you choose to file your written complaint with the video programming distributor or provider, you may be able to find the contact information on the distributor’s or provider’s website. If you file your complaint with the FCC, the FCC will forward the complaint to the video programming distributor or provider.

Your written complaint must be filed within 60 days of the captioning problem. After receiving a complaint, either directly from you or from the FCC, the video programming distributor or provider will have 30 days to respond to the complaint. If you chose to first file your complaint with the video programming distributor or provider and it does not respond within 30 days, or if a dispute remains, you can still send your complaint to the FCC.

You have multiple options to contact the FCC if you wish to file a complaint or seek assistance:

▪    File a complaint online: fcc.gov/accessibilitycomplaints
▪    By phone: 1-888-CALL-FCC (1-888-225-5322); TTY: 1-888-TELL-FCC (1-888-835-5322); Videophone for ASL: 1-844-432-2275
▪    By email: dro@fcc.gov
▪    By mail:

Federal Communications Commission
Consumer and Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
45 L Street NE
Washington, DC 20554

Please include your name, address, contact information, and as much detail about your complaint as possible.

What to include in your complaint

Your complaint should include the following information:

▪    The name and postal address, website, or email address of the video programming distributor, provider and/or owner
▪    The video program or show with the captioning problem, including the name of the program or show
▪    The device and/or software used to view the program or show
▪    The date and time when you experienced the captioning problem

▪    A detailed description of the captioning problem, including specifics about the frequency and type of problem (e.g., captions cut off, captions missing)
▪    Any additional information that may assist in processing your complaint
▪    Resolution of your complaint may be delayed if the information above is incomplete.

You can also provide the FCC with any additional information you think appropriate (e.g., screen shots of the web page, written-out examples of garbled captions, video recordings you made of the captioning problem, etc.).

For more information

For more information about FCC programs to promote access to telecommunications services for people with disabilities, visit the FCC’s Disability Rights Office website at fcc.gov/general/disability-rights-office.

Alternate formats
To request this article in an alternate format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or send an email to fcc504@fcc.gov.

The FCC’s National Deaf-Blind Equipment Distribution Program provides equipment needed to make telecommunications, advanced communications and the Internet accessible for people who have significant combined vision and hearing loss. Through the program, also known as iCanConnect, qualified low-income deaf-blind residents of all 50 states, Washington D.C., Puerto Rico and Guam can receive free accessible communications equipment.  Installation, training and other technical support, including individual assessments of each consumer’s specific accessibility needs, are also available.

Who is eligible to receive equipment?

Low-income individuals who are deaf-blind are eligible to receive equipment.  Applicants must provide verification of their status as low-income and deaf-blind.

Under the Helen Keller National Center Act, a “deaf-blind” individual must have a vision loss and a hearing loss that, combined, cause extreme difficulty in attaining independence in daily life activities, achieving psychosocial adjustment or getting a job.

Income eligibility requirements – not more than 400% of the Federal Poverty Guidelines – are outlined in the following chart:

Source:  U.S. Department of Health and Human Services (https://aspe.hhs.gov/poverty-guidelines)

What type of equipment is available?

The equipment distributed through the program is designed to make communication accessible using: wireline and wireless telephones; internet-based voice communication; e-mail; instant messaging; interoperable video conferencing services; and internet information services. The equipment may be mainstream or specialized hardware, software or applications and must meet the needs of the deaf-blind individual to achieve access. Equipment warranties, maintenance and repairs may also be provided if funding is available.

How else does a certified program help?

In addition to distributing equipment, certified programs:

• Inform their communities about the program.
• Verify that applicants are eligible to receive equipment.
•   Assess each applicant’s communications equipment needs.

Certified programs may also help install and provide training for distributed equipment.

How do I find the certified program that serves my state?

To find the NDBEDP certified program in your state, go to www.icanconnect.org/partners.php, or call the FCC:

• Voice: 1-888-CALL-FCC (1-888-225-5322)
• TTY: 1-888-TELL-FCC (1-888-835-5322)
• Videophone: 1-844-432-2275

Give us your feedback 

We want to hear from you. Tell us how the NDBEDP helped you or someone you know. Also, let us know how you think the program can be improved or what new types of technologies should be included for distribution. Send email to dro@fcc.gov.

Accessible formats 

To request this article in an accessible format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or send an email to fcc504@fcc.gov.

Twenty-First Century Communications and Video Accessibility Act 
(CVAA) 

On October 8, 2010, President Obama signed the Twenty-First Century Communications and Video Accessibility Act (CVAA) into law.  The CVAA updates federal communications law to increase the access of persons with disabilities to modern communications.  The CVAA makes sure that accessibility laws enacted in the 1980s and 1990s are brought up to date with 21st century technologies, including new digital, broadband, and mobile innovations.  The following are highlights of the law.

Title I – Telecommunications Access 

    Requires advanced communications services and products to be accessible by people with disabilities.  Advanced communications services are defined as (1) interconnected voice over Internet protocol (VoIP) service; (2) non-interconnected VoIP service; (3) electronic messaging service; and (4) interoperable video conferencing service.  This includes, for example, text messaging, e-mail, instant messaging, and video communications.
    Requires access to web browsers on mobile devices by people who are blind or visually impaired (a “ramp” to the Internet on mobile devices).
    Creates industry recordkeeping obligations; requires changes to complaint and enforcement procedures; tightens deadlines for the FCC to respond to consumer complaints; requires biennial reporting by the FCC to Congress; and directs the Comptroller General to issue a five-year report on the FCC’s implementation.
    Requires an FCC clearinghouse on accessible communications services and equipment.
    Applies the hearing aid compatibility mandates to telephone-like equipment used with advanced communications services.
    Updates the definition of telecommunications relay services (TRS) to include people who are deaf-blind and to allow communication between and among different types of relay users.
    Requires interconnected and non-interconnected VoIP service providers to contribute to the Interstate TRS Fund.
    Directs the allocation of up to $10 million per year from the Interstate TRS Fund for the distribution of specialized equipment to low-income people who are deaf-blind, to enable these individuals to access telecommunications service, Internet access service, and advanced communications.
    Authorizes FCC action to ensure reliable and interoperable access to next generation 9-1-1 services by people with disabilities.

Title II – Video Programming 

    Restores video description rules promulgated by the FCC in 2000 and authorizes some expansion of those obligations over the next 10+ years.

    Requires video programming that is closed captioned on TV to be closed captioned when distributed on the Internet (does not cover programs shown only on the Internet).
    Establishes deadlines for the FCC to respond to requests for exemption from the closed captioning rules.
    Requires video programming distributors, providers, and owners to convey emergency information in a manner that is accessible to people who are blind or visually impaired.
    Expands the requirement for video programming equipment (equipment that shows TV programs) to be capable of displaying closed captions, to devices with screens smaller than 13 inches (e.g., portable TVs, laptops, smart phones), and requires these devices to be able to pass through video descriptions and emergency information that is accessible to people who are blind or visually impaired, if technically feasible and achievable.
    Requires devices designed to record TV programs to pass through closed captions, video description, and emergency information so viewers are able to turn on/off the closed captions and video description when the TV program is played back, if achievable.
    Requires interconnection mechanisms (cables) to carry (from the source device to the consumer equipment – e.g., TV set) the information necessary to permit the display of closed captions and make video description and emergency information audible.
    Requires user controls for TVs and other video programming devices to be accessible to people who are blind or visually impaired, and requires TVs and other video programming devices to have a button, key, icon, or comparable mechanism designated for activating closed captioning and video description.
    Requires on-screen text menus and program guides displayed on TV by set-top boxes to be accessible to people who are blind or visually impaired and requires set-top boxes to have a button, key, icon, or comparable mechanism designated for activating closed captioning (when built-in to the set-top box).

For More Information 

For more information about the Twenty-First Century Communications and Video Accessibility Act, you may visit the FCC’s Disability Rights Office website at www.fcc.gov/disability.

Consumer Help Center 

For more information on consumer issues, visit the FCC’s Consumer Help Center at https://consumercomplaints.fcc.gov.

Accessible formats 

To request this article in an accessible format – braille, large print, Word or text document or audio – write or call us at the address or phone number at the bottom of the page, or send an email to fcc504@fcc.gov.

Telecommunications Relay Service is a telephone service that allows persons with hearing or speech disabilities to place and receive telephone calls. TRS is available in all 50 states, the District of Columbia, Puerto Rico and the U.S. territories for local and/or long-distance calls. TRS providers – generally telephone companies – are compensated for the costs of providing TRS from either a state or a federal fund. There is no cost to the TRS user.

How does TRS work?

TRS uses operators, called communications assistants (CAs), to facilitate telephone calls between people with hearing and speech disabilities and other individuals. A TRS call may be initiated by either a person with a hearing or speech disability, or a person without such disability. When a person with a hearing or speech disability initiates a TRS call, the person uses a teletypewriter (TTY) or other text input device to call the TRS relay center and gives a CA the number of the party that he or she wants to call. The CA places an outbound traditional voice call to that person, then serves as a link for the call, relaying the text of the calling party in voice to the called party, and converting to text what the called party voices back to the calling party.

What forms of TRS are available?
There are several forms of TRS, depending on the particular needs of the user and the equipment available:

Text-to-Voice TTY-based TRS is a “traditional” TRS service using a TTY to call the CA at the relay center. TTYs have a keyboard and allow people to type their telephone conversations. The text is read on a display screen and/or a paper printout. A TTY user calls a TRS relay center and types the number of the person he or she wishes to call. The CA at the relay center then makes a voice telephone call to the other party to the call and relays the call back and forth between the parties by speaking what a text user types and typing what a voice telephone user speaks.

Voice Carry Over allows a person with a hearing disability, but who wants to use his or her own voice, to speak directly to the called party and receive responses in text from the CA. No typing is required by the calling party. This service is particularly useful to senior citizens who have lost their hearing, but who can still speak.

Hearing Carry Over allows a person with a speech disability, but who wants to use his/her own hearing, to listen to the called party and type his/her part of the conversation on a TTY. The CA reads these words to the called party, and the caller hears responses directly from the called party.

Speech-to-Speech Relay Service is used by a person with a speech disability. A CA (who is specially trained in understanding a variety of speech disorders) repeats what the caller says in a manner that makes the caller’s words clear and understandable to the called party. No special telephone is needed.

Shared Non-English Language Relay Services – Due to the large number of Spanish speakers in the United States, the FCC requires interstate TRS providers to offer Spanish-to-Spanish traditional TRS. Although Spanish language relay is not required for intrastate (within a state) TRS, many states with large numbers of Spanish speakers offer this service on a voluntary basis. The FCC also allows TRS providers who voluntarily offer other shared non-English language interstate TRS, such as French-to-French, to be compensated from the federal TRS fund.

Captioned Telephone Service is used by persons with a hearing disability but some residual hearing. It uses a special telephone that has a text screen to display captions of what the other party to the conversation is saying. A captioned telephone allows the user, on one line, to speak to the called party and to simultaneously listen to the other party and read captions of what the other party is saying. There is a “two-line” version of captioned telephone service that offers additional features, such as call-waiting, *69, call forwarding, and direct dialing for 911 emergency service. Unlike traditional TRS (where the CA types what the called party says), the CA repeats or re-voices what the called party says. Speech recognition technology automatically transcribes the CA’s voice into text, which is then transmitted directly to the user’s captioned telephone text display.

IP Captioned Telephone Service combines elements of captioned telephone service and IP Relay. IP captioned telephone service can be provided in a variety of ways, but uses the Internet – rather than the telephone network – to provide the link and captions between the caller with a hearing disability and the CA. It allows the user to simultaneously both listen to, and read the text of, what the other party in a telephone conversation is saying. IP captioned telephone service can be used with an existing voice telephone and a computer or other Web-enabled device without requiring any specialized equipment. For more information regarding IP captioned telephone service, visit https://consumercomplaints.fcc.gov/hc/en–
us/articles/203515890-IP-Relay-Service. 

Internet Protocol Relay Service is a text-based form of TRS that uses the Internet, rather than traditional telephone lines, for the leg of the call between the person with a hearing or speech disability and the CA. Otherwise, the call is generally handled just like a TTY-based TRS call. The user may use a computer or other web-enabled device to communicate with the CA. IP Relay is not required by the FCC but is offered by several TRS providers. For more information regarding IP Relay visit
https://consumercomplaints.fcc.gov/hc/en-us/articles/203515890-IP-Relay….

Video Relay Service (VRS) – This Internet-based form of TRS allows persons whose primary language is American Sign Language to communicate with the CA in ASL using video conferencing equipment. The CA speaks what is signed to the called party and signs the called party’s response back to the caller. VRS is not required by the FCC but is offered by several TRS providers. VRS allows conversations to flow in near real time and in a faster and more natural manner than text-based TRS. Beginning January 1, 2006, TRS providers that offer VRS must provide it 24 hours a day, seven days a week, and must answer incoming calls within a specific period of time so that VRS users do not have to wait for a long time. For more information regarding VRS visit www.fcc.gov/guides/video-relay-services.

711 Access to TRS 

Just as you can call 411 for information, you can dial 711 to connect to certain forms of TRS anywhere in the United States. Dialing 711 makes it easier for travelers to use TRS because they do not have to remember TRS numbers in every state. Because of technological limitations, however, 711 access is not available for the Internet-based forms of TRS (VRS and IP Relay).

For more information regarding 711, visit www.fcc.gov/guides/711-telecommunications-relay-service.

Mandatory minimum standards for TRS

TRS providers must offer service that meets certain mandatory minimum standards set by the FCC. These include:

•    The CA answering or placing a TRS call must stay with the call for a minimum of 10 minutes to avoid disruptions to the TRS user (15 minutes for STS calls);
•    Most forms of TRS must be available 24 hours a day, seven days a week;
•    TRS providers must answer 85 percent of all calls within 10 seconds (but there are different answer speed rules for VRS);
•    TRS providers must make best efforts to accommodate a TRS user’s requested CA gender;

•    CAs are prohibited from intentionally altering or disclosing the content of a relayed conversation and generally must relay all conversation verbatim unless the user specifically requests summarization;
•    TRS providers must ensure user confidentiality and CA’s (with a limited exception for STS) may not keep records of the contents of any conversation;
•    The conversation must be relayed in real time;
•    CAs must provide a minimum typing speed for text-based calls and VRS CAs must be qualified interpreters;
•    For most forms of TRS, the provider must be able to handle emergency (911) calls and relay them to the appropriate emergency services;
•    Emergency call handling procedures have been established for all kinds of TRS.

Users of Voice over Internet Protocol (VoIP) service, also can access relay services by dialing 711.

Don’t hang up!

Some people hang up on TRS calls because they think the CA is a telemarketer. If you hear, “Hello. This is the relay service…” when you pick up the phone, please don’t hang up! You are about to talk, through a TRS provider, to a person who is deaf, hard-of-hearing, or has a speech disability.

Filing a complaint

You have multiple options for filing a complaint with the FCC:

•    File a complaint online at https://consumercomplaints.fcc.gov
•    By phone: 1-888-CALL-FCC (1-888-225-5322); TTY: 1-888-TELL-FCC (1-888-835-5322)
•    By mail (please include your name, address, contact information and as much detail about your complaint as possible):

Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division
45 L Street NE
Washington, DC 20554

For more information

For more information about FCC programs to promote access to telecommunications services for people with disabilities, visit the FCC’s Disability Rights Office website at www.fcc.gov/encyclopedia/disability-rights-office.

Alternate formats

To request this article in an alternate format – braille, large print, Word or text document or audio – write or call us at the address or phone number above or send an email to fcc504@fcc.gov.

FCC rules under Section 255 of the Communications Act require telecommunications equipment manufacturers and service providers to make their products and services accessible to people with disabilities, if such access is readily achievable. Where access is not readily achievable, manufacturers and service providers must make their devices and services compatible with peripheral devices and specialized customer premises equipment that are commonly used by people with disabilities, if such compatibility is readily achievable.

Products and services covered under Section 255

FCC rules cover all hardware and software telephone network equipment and telecommunications equipment used in the home or office. Such equipment includes telephones, wireless handsets, fax machines, answering machines and pagers.

FCC rules cover basic and special telecommunications services, including regular telephone calls, call waiting, speed dialing, call forwarding, computer-provided directory assistance, call monitoring, caller identification, call tracing and repeat dialing, as well as voice mail and interactive voice response systems that provide callers with menus of choices.

Definitions

Accessible:  A product or service is deemed accessible if it provides accessible input, control and mechanical functions, as well as accessible output, display and control functions. For example, a pager that has both audio and visual controls for inputting information, as well as both audio and visual methods for retrieving messages, would be accessible to a person who is blind or deaf.

Usable:  For a product or service to be usable, people with disabilities must be able to learn about and operate the product’s or service’s features effectively. This requirement includes providing access to information and documentation for the product or service, including instructions and user guides. In addition, companies must provide functionally equivalent access to support services, such as technical support hotlines and databases, call centers, service centers, repair services and billing services.

Compatible: The FCC requires that, where accessibility is not readily achievable, a product or service must be made compatible with peripheral devices or specialized equipment, if compatibility is readily achievable. Peripheral devices are devices that help make telecommunications products and services accessible to individuals with disabilities. Examples are teletypewriters (TTYs), visual signaling devices and amplifiers. To achieve compatibility, the FCC rules require:

    external electronic access to all information and control mechanisms
    a connection point for external audio processing devices
    the ability to connect with TTYs
    the ability to use TTY signals

Identifying access needs

Companies should engage in a number of activities to identify barriers to accessibility and usability.  For example:

    When conducting market research, product design, testing, pilot demonstrations and product trials, companies should include individuals with disabilities in target groups for such activities.
    Companies should work cooperatively with disability-related organizations.
    Companies should undertake reasonable efforts to test access solutions with people with disabilities.

When must manufacturers and service providers evaluate access needs?

Manufacturers and service providers must evaluate the accessibility, usability and compatibility of their equipment and services as early and consistently as possible throughout their design, development and manufacture. In addition, companies must review their products for accessibility at every “natural opportunity,” including when they re-design products, upgrade services, or significantly change the way they group together product and service packages. Cosmetic changes that do not change the product’s actual design may not trigger the need to reevaluate access.

Do companies need to review all their products and services for accessibility and usability?

Yes. Accessibility and usability must be assessed for individual products and services. Accessibility features that can be incorporated into the design of products or services with very little or no difficulty or expense must be put in each and every product or service.

How will the FCC determine which actions are readily achievable?

The “readily achievable” standard requires companies to incorporate access features that are easily accomplishable without much difficulty or expense. In determining what is readily achievable, companies must balance the costs and nature of the access required with their available resources. Companies that have great resources will need to do more to achieve access than companies with smaller budgets.

The FCC will make readily achievable determinations on a case-by-case basis.

Is network architecture covered by the FCC’s Section 255 rules?

In addition to covering equipment and services, the FCC’s rules require network architecture to be designed in a way that does not hinder access by people with disabilities. Network architecture covers the public switched telephone network, and includes hardware or software databases associated with routing telecommunications services.

How can I contact manufacturers and service providers about access concerns?

Although not required to do so, you may want to contact a manufacturer or service provider before filing a complaint with the FCC. Telecommunications service providers and equipment manufacturers must provide the FCC with the name and contact information of the person (or persons) in their companies who are authorized to resolve accessibility complaints. The FCC makes this information available to consumers who want to contact the company’s customer care representative directly about accessibility questions, concerns, or complaints. You can find this contact information on the FCC’s website at http://apps.fcc.gov/rccci-search/, by sending an email to dro@fcc.gov, or by calling 202-418-2517 (voice) or 202-418-2922 (TTY).

Filing a complaint with the FCC

To implement the Twenty-First Century Communications and Video Accessibility Act, the FCC changed the way it handles complaints about access to telecommunications services and equipment.

Before an informal complaint can be filed, consumers with disabilities (or their representatives) must request assistance from the FCC Disability Rights Office. The Disability Rights Office will work with the consumer and the company for at least 30 days to try to resolve the accessibility problem.

The best way to provide the information that the Disability Rights Office needs to assist you, is to complete the Request for Dispute Assistance (RDA Form) online at
https://esupport.fcc.gov/ccmsforms/RDAformEnglish. You may also download or print the RDA Form at http://transition.fcc.gov/cgb/consumerfacts/FormRDA.pdf.  If you use the latter method, complete and submit your downloaded/printed request and any supporting documentation to the Disability Rights Office by email to dro@fcc.gov, by fax to 202-418-0037, or by mail to:

Federal Communications Commission
Consumer and Governmental Affairs Bureau
Disability Rights Office
445 12th Street, SW
Washington, D.C.  20554

If you are unable to obtain or use an RDA Form, your request for assistance should include the following:

    your name, address, telephone number, and email address
    if communication by telephone or email is not accessible to you, your preferred method of communication
    the name of the manufacturer or service provider
    the type of device, model number, and any software involved
    when you purchased, acquired, or used (or tried to purchase, acquire, or use) the service or equipment
    when you became aware of the accessibility problem
    the way the service or equipment is not accessible to or usable by you
    if you contacted the company about your accessibility problem, how the company responded
    what you want the company to do to resolve your accessibility problem
    any other information or documentation you think may help describe or resolve your accessibility problem

Your Request for Dispute Assistance will be assigned a case number.  If your accessibility problem is not resolved in 30 days, you have two choices:

    you may request an additional 30 days for assistance to try to resolve your accessibility problem; or
    you may file an informal complaint about the accessibility problem with the FCC Enforcement Bureau.

To request an additional 30 days or file an informal complaint, contact the Disability Rights Office at 202-418-2517 (voice) or 202-418-2922 (TTY), by email to dro@fcc.gov, by fax to 202-418-0037, or by mail to the address above. You will need to provide your last name, zip code, and your Request for Dispute Assistance case number. If you take no action for 60 days after the 30-day time period ends, your case will be closed.

Accessible formats

To request this article in an accessible format – braille, large print, Word or text document or audio – write or call us at the address or phone number above, or send an email to fcc504@fcc.gov.

Please view PDF: section_504_programs_activities_accessibility_handbook_5th_edition

Sprout Fiber Internet is committed to excellence in serving all customers including people with disabilities. We strive to ensure, where readily achievable, that our programs, services and activities are accessible to and useable by disabled persons, including persons who are deaf, hard of hearing, or blind, or who have other sensory impairments. Some of our existing Access features include:

• Convenient off-street parking designated specifically for disabled persons.
• Curb cuts and ramps between parking areas and buildings.
• Level access into our lobby.
• Fully accessible bathrooms, public waiting, access to pay your bill and speak with our Customer Service Representatives.
• We work cooperatively with disabled-related organizations to identify barriers to accessibility and usability.
• If assistance is required to use Broadband and/or phone products and/or equipment the FCC has an assistance program. Reference materials about the FCC’s programs can be found under the Customer Education/Disability Access section of our website.
• A range of assistive and communication aids provided to persons who are deaf, hard of hearing, or blind, or with other sensory impairments. There is no additional charge for such aids. The aids include:
  • Qualified sign language interpreters for persons who are deaf or hard of hearing.
  • A twenty-four hour (24) telecommunication device (TTY/TDD) which can connect the caller to all extensions within the facility and/or portable (TTY/TDD) units, for use by persons who are deaf, hard of hearing, or speech impaired.
  • Readers and taped material for the blind and large print materials or braille for the visually impaired.
  • Assistive devices for persons with impaired motor skills.

If you require assistance, please do not hesitate to let an employee know or contact us at sprout@cullmanec.com or (256) 737-3200.