Customer Proprietary Network Information

Date: February 21, 2024


The Federal Communications Commission (FCC) has rules regarding the use of Customer Proprietary Network Information (CPNI) for marketing purposes and also requires 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.

CenturyLink’s commitment to safeguard customer information

CenturyLink has long been committed to the protection of customer privacy. You can review details of our practices in our Privacy Notice. In addition, we comply with federal laws regarding the protection of customer telephone account information. Federal law characterizes this type of information as "Customer Proprietary Network Information" or CPNI. Here we refer to it simply as "account information." Account information includes information about a customer's telephone services and their use of those services, as well as general billing information. It also includes information concerning specific calls, such as who was called, and the date and time of the call. Throughout this notice, we refer to call-related information as "call-detail information." It does not include name, address, telephone number, or other types of information such as information about telephone equipment or voice mail.

Rules for access to CPNI

Authentication methods are meant to protect the customer’s privacy and safeguard their account from unauthorized access.


CenturyLink uses a password or back-up authentication method to verify a customer’s identity before disclosing CPNI through telephone or online access. CenturyLink cannot discuss call-detail information with an account holder unless they provide the call detail to the CenturyLink representative or have a pre-established password. Customers are notified immediately whenever their password, online account, or address of record is changed. 

Notifications of certain acccount changes

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 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. 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.

Marketing rules

The FCC has categorized CPNI into three "buckets": local, long distance, and wireless service. The CPNI that a carrier can use to market its services to its customers without their approval depends on what service buckets the customer already buys from. Carriers are permitted to use CPNI for marketing similar products within a service bucket (if a customer buys only one service) or buckets (if a customer buys out of more than one bucket). Our ability to use a customer’s CPNI to market or sell across these categories is determined by whether or not we have the customer’s approval.  We may obtain approval through written, oral, or electronic methods. In addition, only those companies that sell CenturyLink services, including our agents and authorized sales representatives, may use this information.

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 commitment to the protection of your information, please contact us at