Customer Proprietary Network Information (CPNI) FAQ
This FAQ summarizes how CPNI of subscribers to Fort Collins Connexion Voice over Internet Protocol (“VoIP”) services is protected by Fort Collins Connexion.
WHAT IS CPNI?
CPNI is the information generated as a result of your use of Fort Collins Connexion VoIP telecommunications services. It includes
- type of services purchased
- how the services are used
- billing information, and
- information about call details, known as “Call Detail Information.”
Call Detail Information involves information relating to specific calls, including
- the phone numbers you call
- the numbers calling you
- call times and dates, and
- call durations.
CPNI does not include your telephone number, name, or address.
CPNI PROTECTIONS
Fort Collins Connexion maintains safeguards to prevent unauthorized disclosure of CPNI, as described in the Fort Collins Connexion Privacy Policy. As a customer, you have the right, and Fort Collins Connexion has a duty, to protect the confidentiality of your CPNI. Fort Collins Connexion will not share your CPNI with anyone not a part of the City of Fort Collins unless required by law or at your written direction.
CUSTOMER AUTHENTICATION
Fort Collins Connexion authenticates the identity of its customer prior to disclosing CPNI. When calling the City of Fort Collins Utilities and/or Fort Collins Connexion, you can discuss your services and billings with a Customer Service Representative once that representative has verified your identity.
There are 3 methods by which Fort Collins Connexion conducts authentication:
- having you provide a pre-established Security PIN;
- calling you back at the telephone number associated with your account; or
- mailing the requested documents to your address or email address of record.
If you fail to remember your security PIN, the Customer Service Representative will ask you a question known only to you and Fort Collins Connexion in order to authenticate your identity.
NOTIFICATIONS OF CERTAIN ACCOUNT CHANGES
The City of Fort Collins Utilities will notify you of certain account changes, e.g., when a customer’s address (whether postal or e-mail) changes. These notifications may be sent to the postal or e-mail address that is on the account.
CPNI BREACHES
Fort Collins Connexion will notify law enforcement if it becomes aware of a breach of customer CPNI. Fort Collins Connexion will also notify you unless directed otherwise by law enforcement.
NOTIFICATION OF CHANGES TO THE CPNI POLICY
Fort Collins Connexion reserves the right to modify the Fort Collins Connexion Privacy Policy and CPNI policy components at any time. The applicable Privacy Policy will always be posted on Fort Collins Connexion website.