User Portal Calltower Connect
Tools > Customer Propriety Network Information Policy

Customer Propriety Network Information Policy

 

CallTower is committed to maintaining the privacy of its customers. In addition to protecting customers’ personal information as outlined in CallTower’s Privacy Policy, we are obliged to give additional protections to certain information about how you use your services. However, that information can help us customize and improve services we offer you.

 

Customer Propriety Network Information PROTECTIONS

CallTower has a duty, under federal law, to protect the confidentiality of certain types of services, including: (1) information about the quantity, technical configuration, type, destination, location, and amount of your use of services, and (2) information contained on your telephone bill concerning your services you receive when matched to your name, address, and telephone number (“Customer Proprietary Network Information,” or “CPNI” ). Examples of CPNI include information typically available from telephone-related details on your monthly bill, technical information, type of service, current telephone charges, long distance and local service billing records, directory assistance charges, usage data and calling patterns.

CPNI does not include things like customer name, address, or telephone number; aggregate information or data that is not specific to a single customer; customer premises equipment; and Internet access services.

CallTower may not use this CPNI to market products and services to you other than for services you currently purchase if you don’t approve.

 

OPT-OUT RIGHT

CallTower has the ability to use the CPNI it has on file to provide you with information about CallTower’s or its business partners’ communications-related products and services or special promotions unless you opt-out. YOU MAY DENY OR WITHDRAW CALLTOWER’S RIGHT TO USE YOUR CPNI FOR MARKETING PURPOSES AT ANY TIME BY EMAILING TO marketing@calltower.com. Denying or restricting  approval for CallTower to use your CPNI for marketing purposes (also known as “opting-out”) will not effect any CallTower services to which you subscribe. Any denial or restriction of approval remains valid until you affirmatively revoke or limit such denial or restricted approval.

 

CUSTOMER AUTHENTICATION

Federal privacy rules require CallTower to authenticate the identity of its customer prior to disclosing or discussing CPNI. Customers calling CallTower’s customer service center can discuss their services and billings with a CallTower representative once that representative had verified the caller’s identity. There are four methods by which CallTower will conduct customer authentication:

  1. by having the Customer provide a pre-established password and/or PIN;
  2. by calling the Customer back at the telephone number associated with the services purchased;
  3. by emailing the Customer the requested information to the Customer’s email address of record; or
  4. by mailing the requested documents to the Customer’s address of record.

In the event the customer fails to remember their password and/or PIN, CallTower will send the password and/or PIN to the Customer’s email address of record in order to authenticate the customer.

  

NOTIFICATIONS OF CERTAIN ACCOUNT CHANGES

CallTower notifies customers whenever certain account changes occur. For example, whenever an online account is created or changed, or a password or other form of authentication (such as a “secret question and answer”) is created or changed, CallTower will notify the account holder. Additionally, after an account has been established, when a customer’s address (whether postal or e-mail) changes or is added to an account, CallTower will send a notification. These notifications may be sent to a postal or e-mail address, or by telephone, voicemail or text message.

 

DISCLOSURE OF CPNI

CallTower may disclose CPNI in the following circumstances:

 

PROTECTING CPNI

CallTower uses numerous methods to protect your CPNI. This includes software enhancements that identify whether a customer has approved use of its CPNI. Further, all CallTower employees are trained on the how CPNI is to be protected and when it may or may not be disclosed. All marketing campaigns are reviewed by CallTower’s Chief Marketing Officer to ensure that all such campaigns comply with applicable CPNI rules.

CallTower maintains records of its own and its business partners’ sales and marketing campaigns that utilize Customer CPNI.

 

BREACH OF CPNI PRIVACY

In the event CallTower experiences a privacy breach and CPNI is disclosed to unauthorized persons, in certain circumstances federal rules require CallTower to report such breaches to law enforcement and/or regulatory authorities. CallTower will inform its customers of a CPNI breach as and when required under applicable rules. Additionally, CallTower maintains records of any discovered breaches in accordance with federal rules and will retain these records for not less than two (2) years.

 

NOTIFICATION OF CHANGES TO THIS POLICY

If we change this CPNI Policy, we will post those changes on http://www.calltower.com/resources/tools/ or in other places we deem appropriate, so that you can be aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. If you decide to continue receiving your services after we make any changes to this the CPNI Policy, you shall be deemed to have given express consent to the changes in the revised policy.

Live Chat