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The safeguarding of our customers’ personal identifying information that is on record with Whidbey Telecom (Company)is a priority to the Company and its employees. The security of all customers’ personal information must be maintained regardless of whether it is contained in written records, electronic data, or in any other medium. Employees must be knowledgeable regarding the Company’s privacy policies and remain vigilant so that efforts can be made to identify, report, and mitigate any attempted or actual breach in the security of personal identifying information. This is important in order to take the steps needed to endeavor to safeguard our customers from fraud, identity theft, or other harm.
Privacy Rules & Policy
The two primary federal rules that address the safeguarding of a customer’s right to confidentiality relative to telecommunications service are:
- the Federal Communications Commission’s (FCC’s) Customer Proprietary Network Information (CPNI) rules; and
- the joint Federal Trade Commission’s (FTC’s) and other agencies Red Flag Rules.
Although the CPNI rules and Red Flag Rules are separate and distinct and issued by different federal regulatory authorities, the rules complement each other. The CPNI rules, originally designed to safeguard certain customer information from being shared for marketing purposes, were eventually revised to include provisions to safeguard each customer’s call detail records from being obtained through pretexting (unauthorized access to records by a person pretending to be the customer or the customer’s duly authorized agent). While the CPNI rules address pretexting, which is one form of identity theft, the Red Flag Rules are broader and address all forms of identity theft. This document addresses the Company’s policy regarding prevention of identity theft in accordance with the Red Flag Rules.
What is Customer Proprietary Network Information (CPNI)?
In providing services to you, Whidbey Telecom may collect certain information that has been made available to us solely by virtue of our relationship with you, as our customer. Some of this information includes details of the telecommunication services you purchase from us, including technical configuration and amount of use of those services. This information can also be information included on your telephone bill related to services you’ve purchases including long distance call detail information. The Federal government has defined this information as Customer Proprietary Network Information (CPNI). Whidbey Telecom considers customer account information to be confidential including any information classified as CPNI. CPNI does not include Subscriber List information.
Rules for Access to CPNI & Safeguarding Our Customer Account Information
Federal rules and regulations of the Federal Communications Commission (“FCC”) require telecommunications carriers to verify the identity and appropriate authorization of anyone requesting access to certain customer account information (also known as Customer Proprietary Network Information or (CPNI). In our continued commitment to safeguarding our customer account information and in alignment with these federal rules, Whidbey Telecom has established the following procedures:
When you visit one of Whidbey Telecom’s Customer Service Centers, you will need to present a valid government-issued photo ID. Whidbey Telecom will review the account information to verify the name of the requestor as having authorization to discuss the relevant account information or make changes to the account. The FCC does not allow for any exceptions to this rule. Even if our customers are known to us, we are still required to review photo ID in order to release account information and/or make changes to accounts.
When you call us, Whidbey Telecom will verify your name against the authorized name(s) listed in the relevant account record. You must then provide the correct, pre-established Subscriber Verification Code (SVC) or correct answers to the pre-established Security Questions listed in the relevant account record before we will proceed with discussing the subject account information.
If you call us to discuss long distance call information and you are verified as an authorized contact but unable to supply us with the correct SVC or answers to the back-up Security Questions, we may still be able to assist you with your request. If you have the call detail information that you’d like to discuss with you, we can discuss only the specific call detail information you provide to us during that call. We can also mail a copy of your invoice to either the postal or email address of record or call you back at the telephone service telephone number of record (either of which must have been on record for at least the past 30 days). If we call you back at the service telephone number of record, we will request you to verify other account information before supplying the requested call detail information.
When you access your account information online, you’ll need to have an established Whidbey Telecom eBilling account with a specific online Username and Password. If you’d like to establish a Whidbey Telecom eBilling account, contact our Customer Experience Center for more information and assistance.
How will my email address be used by Whidbey Telecom?
When you supply your email address to Whidbey Telecom you are authorizing it to be added to your account records for future reference and as a method to contact you. Whidbey Telecom will use your email address to send information that you have requested via email. We may also use your email address to send you important notices regarding your account and to update you on Company news and promotions. You may opt out of news and promotional emails at any time by replying to one of the emails with “Unsubscribe” in the subject line or by contacting our Customer Experience Team.