Customer Proprietary Network Information Policy.
CallTower is committed to maintaining the privacy of its customers. We are obliged to provide protection to certain information about how you use your solutions. However, that information can help us customize and improve the solutions we offer you.
Customer proprietary network information (CPNI)
We have 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 the 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.
We may not use this CPNI to market products and services to you other than for services you currently purchase if you don’t approve.
We have the ability to use the CPNI on file to provide you with information about our or our business partners’ communications-related products and services or special promotions unless you opt-out. YOU MAY DENY OR WITHDRAW OUR RIGHT TO USE YOUR CPNI FOR MARKETING PURPOSES AT ANY TIME BY EMAILING TO email@example.com. Denying or restricting approval for us to use your CPNI for marketing purposes (also known as “opting-out”) will not affect any of our services to which you subscribe. Any denial or restriction of approval remains valid until you affirmatively revoke or limit such denial or restricted approval.
Federal privacy rules require us to authenticate the identity of its customers prior to disclosing or discussing CPNI. Customers calling our customer service center can discuss their services and billings with our representative once that representative has verified the caller’s identity. There are four methods by which we will conduct customer authentication:
- by having the Customer provide a pre-established password and/or PIN;
- by calling the Customer back at the telephone number associated with the services purchased;
- by emailing the Customer the requested information to the Customer’s email address of record; or
- 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, we 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
We notify 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, we will notify the account holder. Additionally, after an account has been established, when a customer’s address (whether postal or email) changes or is added to an account, we will send a notification. These notifications may be sent to a postal or email address, or by telephone, voicemail or text message.
Disclosure of CPNI
We may disclose CPNI in the following circumstances:
- When the customer has approved use of their CPNI for us or our business partners’ sales or marketing purposes.
- When disclosure is required by law or court order.
- To protect our rights and property or to protect customers and other carriers from fraudulent, abusive, or unlawful use of services.
- When a carrier requests to know whether a customer has a preferred interexchange carrier (PIC) freeze on their account.
- For directory listing services.
- To provide the services to the customer, including assisting the customer with troubles associated with their services.
- To bill the customer for services.
We use numerous methods to protect your CPNI. This includes software enhancements that identify whether a customer has approved use of its CPNI. Further, all our employees are trained on how CPNI is to be protected and when it may or may not be disclosed. All marketing campaigns are reviewed by our Chief Revenue Officer to ensure that all such campaigns comply with applicable CPNI rules. We maintain records of our own and our business partners’ sales and marketing campaigns that utilize Customer CPNI.
Breach of CPNI Privacy
In the event, we experience a privacy breach and CPNI is disclosed to unauthorized persons, in certain circumstances federal rules require us to report such breaches to law enforcement and/or regulatory authorities. We will inform our customers of a CPNI breach as and when required under applicable rules. Additionally, we maintain records of any discovered breaches in accordance with federal rules and will retain these records for not less than two (2) years.
The Privacy Office
10701 River Front Parkway, 4th Floor
South Jordan, UT 84095
To register a complaint or concern, please contact firstname.lastname@example.org.