MAXXSOUTH CUSTOMER PROPRIETARY NETWORK INFORMATION (CPNI) PROTECTION PROCESS
All customer account information must be protected at all times.Failure to comply with this process may result in fines by theFederal Communications Commission (FCC) of up to $100,000 per incident.
THE FCC DEFINES CPNI AS …
…information that providers of telecommunications services acquire about their subscribers, including which telecommunications services are used and the specific types or patterns of use. This could include optional services subscribed to, current or historical account charges, directory assistance charges, usage data and calling patterns.
WHICH SUBSCRIBERS ARE AFFECTED
All
MaxxSouth Diita! Pho"#
customers are required to establish a !di"it #ersonal dentification %umber (#%) and steps will be ta&en at e'ery customer contact to 'erify the identity of the customer.
METHODS OF CONFIRMIN$ CUSTOMER IDENTITY
he primary method of confirmin" a customers identity, whether in person or by phone, is 'ia #% established by the customer and retained within the memo section of the C*+ account. For instances where a customer cannot recall the account #%, or a #% is not found on the customer account, #hoto may be used in!person and call!in customers may recei'e a callbac& from a C*- at the a//*outh i"ital #hone number on the 'oice account.
CUSTOMER IDENTITY %ERIFICATION a"& DOCUMENTATION
1.C*-s will require e'ery i"ital oice customer to establish a #% number durin" the i"ital oice order creation process. he #% will be documented in the memo section of customer accounts in C*+. .C*-s will require e'ery i"ital oice customer to recite the #% number noted on the customer account before discussin"21
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Information that relates to the quantity, technical configuration, type, destination, and amount of use of a telecommunications service subscribed to by any customer of a telecommunications carrier, and that is made available to the carrier by the customer solely by the virtue of the carrier-customer relationship
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Information contained in the bills pertaining to telephone exchange service or telephone toll service received by a customer of a carrier; except that such term does not include subscriber list information.
he information in italics is directly quoted from the FCC at http233www.fcc."o'34ureaus3Common5Carrier36rders317783da780791.t/t
Fo' MaxxSouth u'o#* th# o"!+ Diita! %oi,# a,,ou"t it#- NOT 'ot#,t#& .+ CPNI a'# ,uto-#' "a-#* ,uto-#' a&&'# a"& t#!#ho"# "u-.#'* u"!# th# t#!#ho"# "u-.#' i u"!it#&/ I0 u"!it#&* th# t#!#ho"# "u-.#' i a!o ,o"i&#'#& CPNI/
:.Customers who cannot recall their #%, or whose identities must be confirmed before establishin" a #%, may be called bac& at their a//*outh i"ital #hone number on the account. Alternate reach numbers listed on the account are not acceptable for callbac& purposes..here are %6 other methods for a customer to identify themsel'es at this time.;;C*-s may chan"e a customers #% at the customers request AF<- confirmin" the customers identity.
WHAT CANNOT BE USED AS A PIN
1.=ast of **% or any portion of .=ast of home telephone number :. same!character numbers.*treet %umber or portion of >.ate of birth
EXAMP1ES FOR PIN SU$$ESTIONS
1.+ara"e door opener code.Alarm code:.A #% .Any random !di"it number
WHAT CANNOT BE USED TO IDENTIFY A CUSTOMER
1.*ocial *ecurity %umber .#hysical or ailin" Address:.elephone %umber
.<mail address>.ate of 4irth?.Any other non!secure and easily obtainable information
WHAT CAN BE USED TO IDENTIFY A CUSTOMER
1.#% number on the customer account in C*+.#hoto issued by a local, state or federal "o'ernment a"ency:.Customer callbac& to the a//*outh i"ital #hone number on the account4ecause the i"ital #hone number may be C#%, the customer should always pro'ide the i"ital #hone number to the C*-. A C*- should %<<- pro'ide thei"ital #hone number to the customer to confirm the correct account is bein" accessed. </ample2 r. @ones comes into a lobby to discuss his account and the C*- pulls up the account in C*+ usin" his last name. <'en with the account pulled up, r. @ones would ha'e to "i'e the i"ital #hone number to the C*- prior to discussin"his 'oice account.
CUSTOMER NOTIFICATION PROCESS
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hene'er a customer #%, name or address is chan"ed on the C*+ account, acustomer notification letter is required to be mailed. %otification letters will be mailed the ne/t business day.
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C*-s will print the appropriate letter for the respecti'e system, fill in the dateof the chan"e, fill out an outbound en'elope and submit the letter for mailin" as soon as possible.
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%otes shall be placed in the memo section of C*+ statin" a letter was mailed ad'isin" the customer of the account chan"es.
CUSTOMER SER%ICE MANA$EMENT ACCOUNTABI1ITY
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<'ery customer ser'ice super'isor and mana"er is responsible for ensurin" this process is adhered to at all times and by all Customer *er'ice -epresentati'es with access to subscriber account information.
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4reaches, or suspected breaches, of customer proprietary information must be
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reported to the irector of Customer *er'ice for in'esti"ation. +eneral ana"ers of the respecti'e system(s) will also be notified.
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rainin" on the C#% process must be completed as part of the trainin" and orientation process for all new Customer *er'ice -epresentati'es employees prior to their access to subscriber accounts.
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All Customer *er'ice -epresentati'es will be routinely monitored by their super'isors for, amon" other thin"s, compliance with C#% requirements. :
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