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Customer Proprietary Network Information
Date: September 1, 2011
The Federal Communications Commission has rules that require carriers to implement procedures to verify the identity of callers who want to discuss call-detail information or to engage in online transactions that would allow access to account information generally.
Rules for Access to CPNI.
Calls to CenturyLink Customer Service: Prior to December 8, 2007, customers calling CenturyLink's customer service offices could discuss their services and bills with a CenturyLink representative, once that representative had verified the caller's identity. The verification was usually done through questions about account information known to CenturyLink and the customer or through verification methods such as social security number. This authentication practice continues with respect to calls made to CenturyLink's customer service centers, as a general matter. However, CenturyLink is not able to discuss call-detail information with an account holder unless the caller provides the call detail to the CenturyLink representative or has a pre-established password.
Online Access to Account Information: Customers seeking online access to account information need a password before access can be permitted. CenturyLink provides customers with security codes or passwords they can use to establish online accounts.
Access to Account Information at Retail Locations: Customers seeking access to account information at CenturyLink retail outlets will need to produce a valid photo ID (generally a driver's license or other ID issued by a government).
Notifications of Certain Account Changes. In addition to changes outlined above regarding access to account information, CenturyLink will notify customers of certain account changes. 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, CenturyLink 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, CenturyLink will send a notification. These notifications may be sent to a postal or e-mail address, or by telephone, voicemail or text message.
Business Relationships and Exemption From the Rules. CenturyLink's practices with respect to CPNI access and required notifications will essentially be the same for our residential and small business customers.
But in cases where CenturyLink and a business have a contractual relationship, and the business has access to a dedicated account representative, the authentication processes used by the parties may be different and notifications might not be sent. In these cases, CenturyLink will verify a person's authority to discuss account information through communications with the person claiming to represent the account holder. And in situations where a customer seeks online access to account information, an access code will be required.
In some cases, CenturyLink and the business will have a formal written agreement that will contain a confidentiality provision. In other cases, the contractual relationship will be based on purchases made by the customer from a CenturyLink tariff or Rate and Service Schedule (RSS), or on the words and conduct of the parties. The relationship will reflect CenturyLink's long-standing protection of customer account information and our practices of not using or disclosing such information except to provide services or as permitted or required by law.
Questions or Comments. CenturyLink takes seriously our obligation to protect customer information. Our compliance with the rules enacted by the FCC is a continuation of our long-standing practice. If you have questions about this notice or about our specific commitment to the protection of your information, please contact us at Privacy@CenturyLink.com