Privacy for Customer Service

This privacy policy applies to personally identifiable information generated, delivered, or collected through your use of services provided by Alaska Power and Telephone Company (AP&T).

AP&T is committed to protecting any personal information that you may provide to us.

As a result of your relationship with us, AP&T obtains information about our customers, including information you give us, information collected, and information we gather about you from other sources. Examples include your name, address, telephone numbers, e-mail address, billing, payment and account information, records of services provided and usage, credit and transaction information (including credit card numbers and/or social security numbers), an account password, and demographic information. For training or quality assurance purposes, we may also monitor or record our calls with you.

We use your personal information in many ways to help us provide the services you request. Here are some examples:

  • Properly identify you when you contact us;
  • Bill and collect for the services we provide you;
  • Ensure your creditworthiness for new or continued services;
  • Enforce our terms and conditions of service;
  • Provide you the products or services you request;
  • Protect you and our employees and property against fraud, theft, or abuse;
  • Protect our rights or property;
  • Respond to your requests;
  • Provide information to law enforcement or emergency service providers, as required by law;
  • Provide you with the products or services you request;
  • Communicate with you about your account and our services and products.

AP&T reserves the right to modify this Privacy Policy at any time. We will post any changes to our Website. Your continued use of our Services and/or Websites following the posting of any changes will mean you accept those changes.

Please contact your local AP&T office to clarify any questions you may have regarding Privacy for Customer Service or to set up a Customer Password for your account.

Can I, the customer set up a password to access account information?

Yes. Customers may contact the local office to set up a non-biographical password. Biographical information includes, but is not limited to social security numbers, date of birth, mother’s maiden name and street addresses.

What is the “phone number on record”?

This is the phone number the telephone company installs for the customer’s use or contact numbers the customer has specifically put on record (on the Service Order) to contact them.

What if as a customer, I call in to pay my bill?

If a customer has the information on their bill, there is no problem. They are then giving US the information. If they ask for the amount, or any information on the bill, we must say, “I cannot give that to you on the phone, but I can mail it to you at the address on file, or I can call you back at the number on record with your information.”

We can ask our customer how much they want to pay, or if they want to pay the whole amount & we’ll be glad to send you a receipt.

The difference is, YOU, the customer, give US the information, and we aren’t giving the information over the phone to a potentially unauthorized person.

What if a spouse calls to get information on the account?

AP&T will attempt to be sure that couples signing up for service are aware of our Privacy Policy.  We cannot provide account information to persons not listed on the account.

What if the account is a business?

We may give information to the designated person(s) set up by the business, with AP&T, to access and inquire on behalf of the business.

What if I want you to give a third party information about my bill?

We must receive that request in writing, with a valid signature. The request must be very specific as to the details of the information to be released. A note will be placed on the customer’s account and the paperwork (service order) placed on file.

What if my Caller ID information shows up on your phone when I call you?

Can AP&T give out my information to the person calling?

Caller ID is not considered a foolproof means of verifying we are speaking to the customer of record on the account. The AP&T employee may call the customer back at the telephone number associated with the account on record.

Privacy for Customer Proprietary Network Information

This privacy policy applies to Customer Proprietary Network Information (CPNI) generated, delivered, or collected through your use of telephone services provided by Alaska Power and Telephone Company (AP&T).

In accordance with Federal Communications Commission (FCC) rules, AP&T will not use CPNI for marketing purposes, and AP&T is not authorized to sell or distribute CPNI data.  AP&T employees will not release CPNI detail information during customer-initiated telephone contact without first establishing the caller’s identity by use of one of the approved FCC methods listed under the procedures below. Violation of these rules will bring strict disciplinary action as outlined in the AP&T Employee Handbook.

AP&T will establish caller identity prior to the release of CPNI data during customer-initiated telephone contact. Per FCC guidelines, in the absence of a pre-established password, the following procedures may be used to verify the caller’s identity or release requested CPNI data:

  • The customer requested CPNI data may be mailed to the address of record.
  • The AP&T employee may call the customer back at the telephone number on record and disclose the call detail information.
  • The customer may come into the AP&T office with a valid photo ID and discuss or pick up the requested information.

CPNI information may be disclosed as required by law enforcement.

What is CPNI?

CPNI is information related to the quantity, technical configuration, type, destination location, and amount of use a telecommunications service subscribed to by any customer of a telecommunications carrier and made available to the carrier by the customer solely by virtue of the carrier-customer relationship.

Here are a few examples: Information in the bills pertaining to telephone exchange service or telephone toll service. Information such as the phone numbers called by a customer, the frequency, duration, and timing of such calls, and the telephone services purchased by the consumer.

Why is having a CPNI policy a big deal?

The FCC has ordered Telco’s to put in place policies to better protect our customers against pretexters. ( people pretending they are the customer to get unauthorized billing or personal information). The company policy is to insure that AP&T is compliant with the FCC regulation.

What are the elements of CPNI?

•Phone numbers called by a customer (inbound and outbound calls including the number, time, duration and location.
•Telephone services purchased by the customer including features such as call waiting.
•Call detail (call records).
•Information pertaining to transmission of specific telephone calls.

What is not considered CPNI?

Public information pertaining to listings set up between the telephone company and customers for the purpose of compiling a phone directory.

What if law enforcement makes a request for CPNI data?

CPNI information may be disclosed as required by law enforcement. Please note, we are required to keep records that track access to CPNI. AP&T will maintain signed documentation on who requested the information, and what was given to the authorities.

Privacy for Corporate Website

This privacy policy applies to the website of Alaska Power and Telephone Company (AP&T). We respect the privacy of our visitors. We collect only such personal information as needed to provide the information, service, or assistance you request.

Information We Collect Automatically

If you visit our website to browse, read, or download information:

Your web browser automatically sends us (and we may retain) information such as the:

Internet domain through which you access the Internet (e.g., yourServiceProvider.com if you use a commercial Internet service provider, or yourSchool.edu if you use an Internet account from your school);
Internet Protocol address of the computer you are using;
type of browser software and operating system you are using;
date and time you access our site; and
the Internet address of the site from which you linked directly to our site.

We will use this information as aggregate data to help us maintain this site, e.g., to determine the number of visitors to different sections of our site, ensure the site is working properly, and help us make our site more accessible and useful.

We will not use this information to identify individuals, except for site security or law enforcement purposes.

We will not obtain personally-identifying information about you when you visit our site unless you choose to provide such information.

Other Information We Collect

If you choose to identify yourself (or otherwise provide us with personal information) when you use our online forms:

We will collect (and may retain) any personally identifying information, such as your name, street address, email address, and phone number, and any other information you provide. We will use this information to try to fulfill your request and use it to provide you with additional information later. We will not disclose such information to third parties, except as specified in this privacy policy.

If you request information, services, or assistance, we may disclose your personal information to those third parties that (in our judgment) are appropriate to fulfill your request. If you provide us with such information you specify that you do not want us to disclose the information to third parties, we will honor your request. Note, however, that if you do not provide such information, it may be impossible for us to refer, respond to or fulfill your request.

If your communication relates to a law enforcement matter, we may disclose the information to law enforcement agencies that we deem appropriate.

How Long We Keep Information

We may keep information that will collect for an unlimited period of time.

Security

Please note that electronic communication, particularly email, is not necessarily secure against interception. Please do not send sensitive data (e.g., Social Security, bank account, or credit card numbers) by email or web form.

Cookies

We may use cookies to customize this site for return visitors. These cookies are not required for site functionality. Additionally, third-party widgets such as YouTube or Flickr may install cookies depending on their configuration. You are not required to accept any cookies to use this site.

Google Analytics

We use a tool called “Google Analytics” to collect information about the use of this site. Google Analytics collects information such as how often users visit this site, what pages they visit when they do so, and what other sites they used before coming to this site. We use the information we get from Google Analytics only to improve this site. Google Analytics collects only the IP address assigned to you when you visit this site, rather than your name or other identifying information. We do not combine the information collected through the use of Google Analytics with personally identifiable information. Although Google Analytics plants a permanent cookie on your web browser to identify you as a unique user the next time you visit this site, the cookie cannot be used by anyone but Google. Google’s ability to use and share information collected by Google Analytics about your visits to this site is restricted by the Google Analytics Terms of Use (as amended for government websites) and the Google Privacy Policy. You can prevent Google Analytics from recognizing you on return visits to this site by disabling cookies on your browser.

Site Monitoring

Our software programs monitor network traffic for site security purposes—anyone using this website consents to monitor their use.

Unauthorized use, tampering with, or modification of this system—or its supporting hardware or software—may violate federal or other statutes and may subject the violator to criminal and civil penalties. In unauthorized intrusion, all relevant information regarding possible violation of law may be provided to law enforcement officials.

Privacy for Internet Service Subscribers

This privacy policy applies to the internet access services provided by Alaska Power and Telephone Company (AP&T).  AP&T collects information from our Internet subscribers or users as necessary to provide and enhance the Internet access service we provide. The information we collect will not be sold or distributed to any third party, with the exception of law enforcement or emergency service providers, as required by law.

Privacy for Mesh WiFi Subscribers

This privacy policy applies to the Mesh WiFi product provided by Alaska Power and Telephone Company (AP&T).  Subscribers of AP&T Mesh WiFi are subject to Plume’s Privacy Policy and must accept this policy during the setup process.  Subscribers can review this privacy policy by visiting: Plume Privacy Policy.

Questions or Comments

If you have any questions or comments about this Privacy Policy or our privacy practices, please contact your local AP&T office.