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Dispute Resolution

If a representative receives an error code in the National Lifeline Accountability Database (NLAD) that they believe is incorrect, they should follow the instructions outlined in this section.

This section outlines the NLAD dispute resolution process for service providers required to use NLAD’s National Verifier mode. Service providers with broadband-only consumers in California must follow the processes outlined in the NLAD Dispute Resolution Guide for CA Broadband-Only Consumers.

Resolve the following failures by submitting a dispute to Lifeline Program:

Resolve the following disputes using the National Verifier:

  • Eligibility Applications – If a consumer’s eligibility application contains errors, the service provider can help the consumer fix the errors or submit documents through the National Verifier portal or by mail.
  • TPIV Resolution – Information on resolving a third-party identity verification failure.
  • Subscriber Under 18 Resolution – Information on resolving a consumer under 18 failure.