CPNI

What is CPNI?

• CPNI stands for customer proprietary network information. This is very important information that phone and internet companies have about their customers. This information is private and secure, and is protected by laws regulated by the Federal Communications Commission (FCC).

Who has access to CPNI?

• Residential and Business Contact Centers
• Repair and Collections
• Technical Support Operations (TSO)
• Marketing

How is CPNI controlled?

• Customers have control over CPNI Access but Ziply is required to protect the customers' CPNI under FCC Law

How can Ziply Fiber agents get permission for use of CPNI?

• If a customer has Opted Out, Ziply Fiber can seek opt-in approval for one-time use of CPNI.

How long must Ziply Fiber keep a customer’s consent on file?

• "2 yrs" Ziply can keep customer's consent up until 30 days (33 days if notice is mailed), customers have not affirmatively opted out, their consent is presumed.

1. A(n)BREACH is when private information is accidentally shared or accessed by someone who should not have it.

2. A(n)CUSTOMER AUTHORIZATION ID is a unique number that proves customers have permission to access or make changes to their account.

3.OPT-IN APPROVAL is when a customer gives their permission, usually by making a clear action or statement, for Ziply Fiber to use their personal information for specific purposes.

1. A(n)ACCOUNT CHANGE NOTIFICATION is a message or alert that is sent to customers when there are changes made to their account.

2. SOCIAL ENGINEERING is the art of manipulating people to get account information (e.g., PINs, passwords and online access to conduct call forwarding fraud).

6.THIRD PARTIES are individuals or organizations that are not part of Ziply Fiber but may be involved in certain services.

7.PRETEXTING involves individuals who attempt to obtain customer private information by deceit, trickery, or fraud.

8.CONFIDENTIALITY is keeping information secret and only sharing it with those who need to know.

1. The FEDERAL COMMUNICATIONS COMMISISION (FCC) is a government agency in the United States that creates and enforces rules for communications services, such as telephone, television, and internet.

2. OPT-OUT is when a customer decides they do not want their personal information to be used for specific purposes, such as marketing or sharing with third-party partners

Can you list examples of CPNI on a customer’s phone bill?

• Type of Service Purchased
• Destination of Service
• Technical Configuration
• Quantity
• Amount of Use
• Information Contained In a Customer's Bill

Can you list 4 examples that are not considered CPNI?

• Subscriber List Information
• Aggregate Customer Information
• Information Unrelated to Telecommunications
• Information Gathered Externally

List four departments that typically have access to CPNI

• Residential and Business Contact Centers
• Repair and Collections
• Technical Support Operations (TSO)
• Marketing

1. Something that has changed with recent legislation is that they removed rules about broadband access service as a TELECOMMUNICATIONS service.

2. Under this change in the FCC order, broadband internet access service reverts to an INFORMATION service.

3. However, what has remained the same is Ziply Fiber's commitment to_SAFEGUARDING_ our customers' privacy and COMMITMENT to transparency in how we use certain information.

4.Also, Ziply Fiber's customer account PROTECTION practices and PRIVACY policy remains unchanged.

Who must annually certify that Ziply Fiber has established operating procedures that are adequate to ensure compliance with the FCC’s CPNI rules?

• A corporate officer with personal knowledge

Ziply Fiber can seek OPT-IN approval for one-time use of CPNI, which lasts for the DURATION of the call in which consent is given. But, Ziply Fiber agents must advise the customer that they will be protected under FEDERAL LAW, but Ziply Fiber customers are not required to CONSENT. On their bill, Ziply Fiber customers are provided an opt-out message every 2 years, and they have_30_ days to opt out or it is presumed they have consented. Customers can opt-out any time, though, by completing a form on zipplyfiber.com.

1. YES
2. YES
3. YES
4. NO

1. WARNING
2. WARNING
3. WARNING
4. OKAY

As the agent, you think that there has been a situation involving the unauthorized release of the CPNI. What do you do?

• As an agent, If I think that there's an unauthorized release of CPNI, I'll proceed to authenticate or validate the customer. If the customer failed to verify or validate, I will notify my supervisor about it

A customer calls into Ziply Fiber and wants you to tell them their PIN number. What do you do?

• A customer is allowed to proactively provide their PIN with an agent but of course, the agent is not allowed to disclose it to his/her colleagues or previous/future customers