To document the policy and procedures for handling Customer Proprietary Network Information (CPNI) in accordance with the Federal Communications Commission (FCC) rules.
What is CPNI?
Here are a few examples: Information contained 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.
Statement of Policy:
AP&T will not use customer CPNI data for marketing purposes and no AP&T employee/owner is 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 identity of the caller by use of one of the approved FCC methods listed under the procedures below. Violation of these rules will bring strict disciplinary action as set fourth in the AP&T Employee Handbook.
All AP&T Employees 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.
CPNI Questions and Answers:
Why is having a CPNI policy a big deal?
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?
What if as a customer, I call in to pay my bill?
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 the account is a business?
What if law enforcement requires the Telco to give out CPNI data?
What if I want you to give a third party information about my bill?
What is the “phone number on record”?
What if a spouse calls to get information on the account and they are NOT on record as being on the account?
What if my Caller ID information shows up on your phone when I call you?
Caller ID is not considered a foolproof means of verifying we are speaking to the customer of record on the account.
What if it is my cousin or friend that calls for information?
Can I, the customer set up a password to access account information?
Please contact your local AP&T office to clarify any questions you may have regarding the information contained above, or to set up a Customer Password for your account.