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CUSTOMER PROPRIETARY
NETWORK INFORMATION
(CPNI) MANUAL
This manual and its contents are for the internal use only of the telephone company above and should not be
redistributed without the consent of the Vantage Point Solutions.
(605) 995-1756
Wendy.Harper@VantagePnt.com
(605) 995-1750
Doug.Eidahl@VantagePnt.com
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All forms should be discussed with the Companys billing software vendor for tracking capabilities within
its system and non-duplication of any automated forms the software may generate. These are SAMPLES
of what may be used, however similar forms may exist within the software. The Company should work
closely with its vendor regarding the way the Company chooses to implement CPNI procedures.
3-TOC MS.doc
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The Company also requires password protection for any online account access. All
account information accessed online must have a password input before obtaining access
to any of the account information. (Note: Password, whether for call detail or online
access, must not be based on readily available historical information such as a social
security number, mothers maiden name, etc.)
The Company is required to notify the customer immediately when a password, customer
response to a security question is utilized for the authentication for lost or forgotten
passwords, online account, or address of record is created or changed. This notification
must be generic and not state the specifics of the change or activity. For example if the
address of record was changed, the Company must not provide the new address, but only
state the address was changed.
The Company must obtain opt-in consent from a customer before disclosing a customers
CPNI to a joint venture partner, independent contractor, or a third party for the purpose of
marketing communications-related services to that customer.
For business customers, if the Company has established a dedicated account
representative for a particular business customer and the Company has a contractual
agreement with that business customer that specifically addresses the carriers protection
of CPNI, then the contract CPNI requirements shall replace the FCC CPNI requirements
contained in this manual.
The opt-out and opt-in approval requirements must be followed for marketing related
services to the customer or for distribution to Company affiliates or third parties.
When customer approval of CPNI use is necessary, it may be obtained through written,
oral, or electronic methods. The Company must maintain records of approval, whether
oral, written, or electronic. The Company must implement a system by which the status
of a customers CPNI approval can be clearly established prior to the use of CPNI.
The company must provide notification to the customer of the customers right to restrict
use of, disclosure of, and access to that customers CPNI. The company must maintain
records of notification.
Section1-ExecSumm MS.doc
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47 U.S.C. 222(h)(1)
See, e.g., Implementation of the Telecommunications Act of 1996: Telecommunications carriers Use of
Customer Proprietary Network Information and Other Customer Information, CC Docket No. 96-115,
Declaratory Ruling, 21 FCC Rcd 9990 (2006) (clarifying that Section 222 does not prevent a
telecommunications carrier from complying with the obligation in 42 U.S.C. 13032 to report violations of
specific federal statutes relating to child pornography).
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Section3-Definitions MS.doc
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47 U.S.C. 222(h)(1)
Section3-Definitions MS.doc
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Pretexting
Practice where an individual impersonates another person and employs false pretenses, or
otherwise uses trickery to obtain records.
Readily Available Biographic Information
Information that is created from the customers life history (i.e. social security number or
last four digits, home address, mothers maiden name, date of birth).
Section 222
Requires carriers to protect CPNI as part of the Telecommunications Act of 1996.
Telephone Number of Record
The telephone number associated with the underlying service and can not be a supplied
number as the customers contact information.
Valid Photo ID
Government-issued unexpired personal identification with a photograph (i.e. drivers
license or passport).
Section3-Definitions MS.doc
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Section4.2-CORespons. MS.doc
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Section4.2-CORespons. MS.doc
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CPNI Violations include but are not limit to discussing products or services with a
customer outside the existing service relationship without the customers permission
and/or engaging in marketing efforts without observing the opt-out and opt-in approval
requirements.
Disciplinary Action for CPNI Violations: A first-time violation requires the employee
to re-read the CPNI manual and be re-trained on CPNI rules and procedures. Additional
violations may result in reassignment, suspension, and/or termination, based on the
seriousness and frequency of the CPNI violation(s).
CPNI Breaches occur when an employee acts without customer authority to intentionally
use, share, or disclose CPNI. Examples include distributing or selling CPNI to third
parties, or any action that harms the customer or the Company with the release of CPNI.
Disciplinary Action for CPNI Breaches: Depending on the occurrence and severity of
the breach, the disciplinary action for a CPNI breach may result in retraining,
reassignment, suspension, and termination.
Note: MCCLURE SERVICES LLC has the right to handle the disciplinary actions
regarding CPNI violations and CPNI breaches as the Company sees fit for the type of
violation or breach in regards to frequency and severity of the violation or breach
occurrence. CPNI is a confidential matter in our office and we expect employees to
take all necessary steps in order to protect our customers privacy.
Section5-DisciplinaryProc. MS.doc
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Section6-AACs MS.doc
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Note: The employee could also call back the telephone number of record; however
they must still verify this is the AAC they are talking with. For example if only the
husband is the AAC, and a woman answers or is the one calling for authentication the
employee should not discuss the CPNI with her but offer to establish the spouse as an
AAC once approved by the current AAC.
Section7-Authentication MS.doc
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Section8-Passwords MS.doc
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should explain the following options and may share the call detail records by only the
three following methods:
1. calling the customer back at the telephone number of record;
2. mailing or emailing the information to the address of record (address must be
on company file for at least 30 days); or
3. authenticating the customers identity in person with a valid governmentissued photo identification.
Section8-Passwords MS.doc
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Section9-OnlineAccess MS.doc
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Section10-Notifications MS.doc
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Section11-BusinessExempt MS.doc
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Section12-Reporting MS.doc
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Opting Methods
There are two methods of opting approval:
1) Opt-Out Notice stating the carrier considers the customer to have given approval of CPNI
use for marketing unless the customer informs the company otherwise
2) Opt-In Notice requesting that the customer give permission to the company to use CPNI
for marketing
These approval methods must be utilized and followed before CPNI is shared either internally or
externally for marketing purposes. Company must track the opting notices, keep the signed
notices on file, and notate status in the company billing records. The company should not send
excessive notices to their customers in any fashion that could be considered badgering or
harassment.
Reminder: Names, addresses, and phone numbers are not considered CPNI. Companies may
market to all customers based on non-CPNI. Be sure the non-CPNI marketing campaign is
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approved by the CPNI Compliance Officer, as all marketing should be, and goes to each
customer selected by the chosen criteria.
Note: Company should give at least 30 days notice of opt-out opportunity to the customer before
utilizing the CPNI for marketing.
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disclosing non call detail CPNI. (The FCC is still reviewing comments regarding
whether passwords should also be required for certain non-call detail CPNI.)
What is readily available biographical information?
Readily available biographical information includes such things as the customers social
security number, or the last four digits of that number, the customers mothers maiden
name; a home address, or a date of birth.
Per the FCC, when are passwords required?
A password is required in order to release call detail CPNI information. However the
company can choose whether to tighten this requirement to non-call detail CPNI as well.
The FCC is still reviewing comments on whether to require a password on certain non
call detail CPNI as well, but to date passwords are required by the FCC only for call
detail information that is not provided by the customer.
What is call detail?
Call detail includes any information that pertains to the transmission of specific telephone
calls including, for outbound calls, the number called and the time, location, or duration
of any call. For inbound calls, call detail includes the number from which the call was
placed, as well as the time, location, or duration of any call.
Are there any other ways to release call detail CPNI if a customer does not
remember his/her password or does not desire to set one up?
Yes. An employee may release call detail CPNI without a password by only one of the
following three methods:
1. Call the customer back at the telephone number of record;
2. Mail or email the CPNI information to the address of record; or
3. Confirm the customers identity in person with a valid photo ID.
What is a valid photo ID?
A valid photo ID is a government-issued personal identification with a photograph, such
as a current drivers license, passport, or comparable identification.
What is meant by telephone number of record?
The telephone number of record is the telephone number associated with the underlying
service, rather than some other telephone number supplied as a customers contact
information.
Section14-FAQs-Revised 09 03 15 MS.docPage 2 of 6
Section14-FAQs-Revised 09 03 15 MS.docPage 3 of 6
Section14-FAQs-Revised 09 03 15 MS.docPage 4 of 6
What if a customer calls asking about calling features on the monthly bill?
Because this request is not for call detail information, which would require a password,
the employee should politely authenticate the customer by confirming that the person is
an Authorized Account Contact, by asking a few of the following suggested questions:
How may our company use CPNI without prior customer approval?
A carrier may use CPNI without prior customer permission to market services within an
existing customer relationship, to perform mass marketing (such as bill inserts, direct
mail, newsletters), to provision products and services, for installation and repair services,
to comply with law enforcement, and to establish directory listings.
May our company distribute CPNI to a third party, joint-venture partner, or
independent contractor without the customers express permission?
No. This type of CPNI use would be subject to Opt-In Approval by the customer. All
customers must give permission before their CPNI can be released to a third party, jointventure partner or independent contractor.
What does Opt-In approval mean?
Opt-in approval means that the customer must give notice to the Company that they give
permission for their CPNI to be shared with joint-venture partners, independent
contractors, and/or third parties.
A customer has left our company and has gone to the competition for certain
services. May we use this customers CPNI to promote a win-back campaign for
these particular services?
No, the customers CPNI can not be used in this way, unless your company has sent an
Opt-Out Notification to the customer and the customer did not return a signed Opt-Out
form. However, mass marketing may be used to entice this type of customer back.
Some of our local exchange service customers do not currently have our affiliates
long distance service, may we share these customers CPNI with our long distance
affiliate to promote a targeted marketing campaign for the long distance service
and/or bundling of services?
Yes, except to any customers that have returned signed Opt-Out forms.
Section14-FAQs-Revised 09 03 15 MS.docPage 5 of 6
A customer called in with a question regarding his local service, may we promote
our affiliates DSL service without asking his permission?
Yes, except to any customers that have returned signed Opt-Out forms.
If a customer signs an opt-out, what does this mean?
This means that employees may not discuss any service with that customer, except the
particular ones requested by the customer, or within the customers existing scope of
services with the carrier.
How can my company market services or products without utilizing the Opt-Out
and Opt-In Forms?
Mass marketing (based on addresses and/or phone numbers of all customers, or based on
phone numbers and/or addresses contained in public sources for a specific exchange or
zip code) may be used to promote services or products as you would not be using CPNI
for this type of marketing. Also, employees asking permission of the customer to discuss
products and services would be another way.
Our affiliate just rolled out DSL service in one of our exchanges. May we share
CPNI with the affiliate to market this service to those customers without marketing
to our remaining customers?
Yes, to the customers that have not returned a signed Opt-Out form or if you base the
marketing on public information such as, name, address, and phone number (which are
not considered to be CPNI) for a particular zip code or phone exchange.
What is an existing customer relationship?
An existing customer relationship is based on the following categories of service:
Section14-FAQs-Revised 09 03 15 MS.docPage 6 of 6
Section15-MarketingOpportunities MS.docPage 1 of 2
Section15-MarketingOpportunities MS.docPage 2 of 2
Print on
Company
Letterhead
TO:
MEMO
In order to help protect your privacy regarding customer proprietary network information (CPNI), the
Federal Communications Commission (FCC) has taken measures to strengthen the rules of
providing CPNI to customers, when requested. MCCLURE is in the process of implementing these
new FCC rules. In order for our company to be in compliance with the new FCC rules for CPNI, we
want to inform you, our valued customer, of the changes that pertain to you. CPNI includes the call
detail information such as the called number, time of call, length of call, etc.
With the new FCC rule revisions, CPNI will only be able to discuss account information with the
person(s) listed on the account or proven power of attorney. If call detail is requested by a customer
over the phone and the call is initiated by the customer, that customer will need to provide a
previously set password in order for our customer service representative (CSR) to supply the
requested information on the phone call. The password can not be historical background information
that would be available to someone else, such as the last four digits of your social security number,
mothers maiden name, your address, etc. If this password is not supplied and back-up questions
can not be answered, there are only three ways for the customer to obtain this requested detail:
1. Hang up and have the CSR call back the telephone number of record
2. Have the CSR mail the requested information to the address of record
3. The authorized customer on the account must come to the telephone office and show a valid
government issued photo ID
With these rules, if you would like to add someone to the account that can be authorized to make
such requests please let us know. Otherwise, only the person(s) listed on the account will be able to
obtain such call detail information in the manner addressed above and be able to discuss changes to
the account or certain account details. If a customer initiates a call to MCCLURE for account
changes that are non-call detail CPNI such as questions on your bill, the customer will be asked to
authenticate their self or possibly need to supply the password, depending on the FCC final ruling. In
order to assist in adding an authorized person(s) to your account such as a spouse or dependent,
please complete the attached form and return to the telephone office.
We apologize in advance for any inconvenience this may cause, however the new rules are for the
protection of your privacy in order to ensure that no one other than the authorized person is receiving
the requested detail and making account changes. Our service to you is not changing as your
privacy has always been important to us; we are only tightening our security of protecting your
private information, as mandated by the FCC.
Section16.1-SampleCustomerMemo MS.doc
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Along with the authorized person form, we have included a section to complete in order to begin the
process of setting up your password and back-up questions. Please complete this form and
return to our telephone office at your earliest convenience.
Due to the FCC rule revisions, you will also receive a Notice of Change/Activity form at the address
of record from our office anytime changes are made to your account such as an address change,
password change, back-up question used for lost or forgotten password, etc. The notice will inform
you of such change or activity and if this was not made by an authorized person, please contact our
office immediately.
Occasionally, MCCLURE would like to make you aware of additional products or services available
from us outside our current service relationship. For example, if you have our local exchange voice
service, you may be interested in our long distance packages. However, per the new FCC rules on
CPNI, you have the option of signing the attached Opt-Out form in order to exclude yourself from
such internal marketing services. We never sell your private information to outside entities; however
we would like the opportunity to continue to make you aware of additional products and service
available to you that you currently may not know about. By completing the attached Opt-Out form,
we will exclude you from such internal marketing opportunities based upon your specific account
information. If you wish to be excluded, please complete the attached Opt-Out form and return to
our office. Otherwise if you would like to continue hearing about our products and service that may
be of interest to you based upon your current account status, please disregard this Opt-Out form.
Thank you in advance for your assistance in completing the necessary forms attached and returning
to our office in order to help us comply with the new FCC rules for your CPNI protection. The new
procedures will help ensure your private information is protected. If you have any questions
regarding our new procedures for CPNI compliance, please contact me at (765) 588-1388
Enclosures (3)
Section16.1-SampleCustomerMemo MS.doc
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John Doe
Contact:
Jill Doe
(800) 123-4567
Jack Doe
CPNI Compliance Officer
ABC Telephone Company
(800) 123-4567
Phone Number
Per the FCC rules regarding Customer Proprietary Network Information (CPNI)
as described in the attached notice, this form needs to be completed and
returned to our office.
The current authorized account contacts are listed below. Please mark whether
you would or would not like to add another contact to the account at this time. If
you do add another contact, please provide their name(s) in the lines below.
Reminder: Due to the CPNI FCC rules, we can only discuss certain account
information and call detail with such authorized contacts.
John Doe
Contact:
Jill Doe
(800) 123-4567
No, at this time I do not want to add any additional authorized contacts to my account.
Yes, at this time I would like to add the following people as authorized contacts for my account.
Email Address*:
*The FCC does allow call detail CPNI to be sent to an email account of record.
However, this email address must be in the company files for at least 30 days
before CPNI can be sent to it. If you would like our company to have an "email
address of record" in our files, please provide the address.
Authorized By:
(Signature of authorized contact currently listed on the account)
Date:
Please use the enclosed envelope to return the completed form to our office at:
McClure Services LLC
Kurz Purdue Technology Center
1281 Win Hentschel Blvd.
West Lafayette, IN 47906
For questions regarding this form or the new CPNI company policies, please contact:
Jack Doe
CPNI Compliance Officer
ABC Telephone Company
(800) 123-4567
Phone Number
Section16.2-16.6 CPNI SAMPLE Forms MS.xls, Authorized Acct Contacts
John Doe
Contact:
Jill Doe
(800) 123-4567
*This password can not be historical information such as based on your social security number,
address, etc. The FCC is trying to minimize the possibility of false identification for supplying call detail,
therefore do not use anything that someone else would be able to access.
Security Questions & Answers:
Chose two security questions and fill in the answer. This will be used to verify you as the authorized
customer if the password can not be remember. The telephone representative will ask you the chosen
questions and wait for the proper answer (that you complete below) before the password is re-established.
Authorized By:
(Signature of authorized contact currently listed on the account)
Date:
Please use the enclosed envelope to return the completed form to our office at:
McClure Services LLC
Kurz Purdue Technology Center
1281 Win Hentschel Blvd.
West Lafayette, IN 47906
For questions regarding this form or the new CPNI company policies, please contact:
Jack Doe
CPNI Compliance Officer
ABC Telephone Company
(800) 123-4567
Phone Number
(800) 123-4567
Phone Number
OPT-IN CONSENT
Return this portion if you chose to opt-in of notification of
external marketing of services and products.
I have read the above notice and would like to Opt-In by granting permission to
MCCLURE SERVICES LLC
for sharing my account information with joint-venture partners, independent contractors, and/or third parties
for the purpose of marketing.
Authorized Customer:
John Doe
Street/Billing Address:
City, State, Zip Code:
Account Telephone Number:
(800) 123-4567
Authorized By:
(Signature of authorized contact currently listed on the account)
Date:
(800) 123-4567
November 1, 2007
Phone Number
OPT-OUT NOTIFICATION
Return this portion if you chose to opt-out of notification of
MCCLURE SERVICES LLC
internal targeted marketing of services and products that are outside of your existing service scope.
I have read this notice and would like to Opt-Out of the CPNI based marketing of products and services
that are outside of my existing scope of service offered by
MCCLURE SERVICES LLC.
Authorized Customer:
John Doe
Street/Billing Address:
City, State, Zip Code:
Account Telephone Number:
(800) 123-4567
Authorized By:
(Signature of authorized contact currently listed on the account)
Date:
Section16.2-16.6 CPNI SAMPLE Forms MS.xls, Opt-Out
If you did not authorize this change or were unaware of the activity, please notify our office immediately.
Jack Doe
CPNI Compliance Officer
ABC Telephone Company
(800) 123-4567
Phone Number
I,
Jack Doe
obligations under the Customer Proprietary Network Information (CPNI) Federal Communications Commission (FCC)
rules and I do have personal knowledge of MCCLURE SERVICES LLC'soperating procedures for the protection of
CPNI. I have completed training on the CPNI rules and thoroughly understand MCCLURE SERVICESCPNI
Manual. I understand the CPNI rules and will go above and beyond the FCC mandated rules to help protect CPNI.
(Date)
Approved By:
(Signature of Authorized Person - General Manager, Board President, ect.)
(Date)
I,
CPNI Manual. The CPNI training coordinated by the CPNI Compliance Officer of
has also been completed by me. I know and understand my responsibilities to protect CPNI and agree with the
disciplinary procedures established by MCCLURE SERVICES LLCregarding CPNI.
Employee:
(Signature of Employee)
(Employee Title)
(Date Singed)
Jack Doe
(Printed Name of CPNI Compliance Officer)
(Date Witnessed)
I,
Jack Doe
I have personal knowledge that the Company has established procedures that are intended to comply with
the Customer Proprietary Network Information rules and requirements in Subpart U of Part 64 of the Federal
Communications Commission's Rules (47 C.F.R. 64.2001 through 64.2011. The attached Statement of CPNI
Compliance explains how the Company's procedures ensure that it is in compliance with the FCC rules.
Printed Name of
CPNI Compliance Officer:
Jack Doe
(Printed Name of Compliance Officer)
(Date)
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ELECTRONICCODEOFFEDERALREGULATIONS
eCFRdataiscurrentasofSeptember11,2015
Title47ChapterISubchapterBPart64SubpartU
Title47:Telecommunication
PART64MISCELLANEOUSRULESRELATINGTOCOMMONCARRIERS
SubpartUCustomerProprietaryNetworkInformation
Contents
64.2001Basisandpurpose.
64.2003Definitions.
64.2005Useofcustomerproprietarynetworkinformationwithoutcustomerapproval.
64.2007Approvalrequiredforuseofcustomerproprietarynetworkinformation.
64.2008Noticerequiredforuseofcustomerproprietarynetworkinformation.
64.2009Safeguardsrequiredforuseofcustomerproprietarynetworkinformation.
64.2010Safeguardsonthedisclosureofcustomerproprietarynetworkinformation.
64.2011Notificationofcustomerproprietarynetworkinformationsecuritybreaches.
SOURCE:63FR20338,Apr.24,1998,unlessotherwisenoted.
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64.2001Basisandpurpose.
(a)Basis.TherulesinthissubpartareissuedpursuanttotheCommunicationsActof1934,asamended.
222.
(b)Purpose.Thepurposeoftherulesinthissubpartistoimplementsection222oftheCommunicationsActof1934,asamended,47U.S.C.
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64.2003Definitions.
(a)Accountinformation.Accountinformationisinformationthatisspecificallyconnectedtothecustomer'sservicerelationshipwiththecarrier,
includingsuchthingsasanaccountnumberoranycomponentthereof,thetelephonenumberassociatedwiththeaccount,orthebill'samount.
(b)Addressofrecord.Anaddressofrecord,whetherpostalorelectronic,isanaddressthatthecarrierhasassociatedwiththecustomer's
accountforatleast30days.
(c)Affiliate.Thetermaffiliatehasthesamemeaninggivensuchterminsection3(1)oftheCommunicationsActof1934,asamended,47
U.S.C.153(1).
(d)Calldetailinformation.Anyinformationthatpertainstothetransmissionofspecifictelephonecalls,including,foroutboundcalls,thenumber
called,andthetime,location,ordurationofanycalland,forinboundcalls,thenumberfromwhichthecallwasplaced,andthetime,location,or
durationofanycall.
(e)Communicationsrelatedservices.Thetermcommunicationsrelatedservicesmeanstelecommunicationsservices,informationservices
typicallyprovidedbytelecommunicationscarriers,andservicesrelatedtotheprovisionormaintenanceofcustomerpremisesequipment.
(f)Customer.Acustomerofatelecommunicationscarrierisapersonorentitytowhichthetelecommunicationscarrieriscurrentlyproviding
service.
(g)Customerproprietarynetworkinformation(CPNI).Thetermcustomerproprietarynetworkinformation(CPNI)hasthesamemeaning
giventosuchterminsection222(h)(1)oftheCommunicationsActof1934,asamended,47U.S.C.222(h)(1).
(h)Customerpremisesequipment(CPE).Thetermcustomerpremisesequipment(CPE)hasthesamemeaninggiventosuchtermin
section3(14)oftheCommunicationsActof1934,asamended,47U.S.C.153(14).
(i)Informationservicestypicallyprovidedbytelecommunicationscarriers.Thephraseinformationservicestypicallyprovidedby
telecommunicationscarriersmeansonlythoseinformationservices(asdefinedinsection3(20)oftheCommunicationActof1934,asamended,47
U.S.C.153(20))thataretypicallyprovidedbytelecommunicationscarriers,suchasInternetaccessorvoicemailservices.Suchphraseinformation
servicestypicallyprovidedbytelecommunicationscarriers,asusedinthissubpart,shallnotincluderetailconsumerservicesprovidedusingInternet
Websites(suchastravelreservationservicesormortgagelendingservices),whetherornotsuchservicesmayotherwisebeconsideredtobe
informationservices.
(j)Localexchangecarrier(LEC).Thetermlocalexchangecarrier(LEC)hasthesamemeaninggiventosuchterminsection3(26)ofthe
CommunicationsActof1934,asamended,47U.S.C.153(26).
(k)Optinapproval.Thetermoptinapprovalreferstoamethodforobtainingcustomerconsenttouse,disclose,orpermitaccesstothe
customer'sCPNI.Thisapprovalmethodrequiresthatthecarrierobtainfromthecustomeraffirmative,expressconsentallowingtherequested
CPNIusage,disclosure,oraccessafterthecustomerisprovidedappropriatenotificationofthecarrier'srequestconsistentwiththerequirements
setforthinthissubpart.
(l)Optoutapproval.Thetermoptoutapprovalreferstoamethodforobtainingcustomerconsenttouse,disclose,orpermitaccesstothe
customer'sCPNI.Underthisapprovalmethod,acustomerisdeemedtohaveconsentedtotheuse,disclosure,oraccesstothecustomer'sCPNIif
thecustomerhasfailedtoobjecttheretowithinthewaitingperioddescribedin64.2008(d)(1)afterthecustomerisprovidedappropriatenotification
ofthecarrier'srequestforconsentconsistentwiththerulesinthissubpart.
(m)Readilyavailablebiographicalinformation.Readilyavailablebiographicalinformationisinformationdrawnfromthecustomer'slifehistory
andincludessuchthingsasthecustomer'ssocialsecuritynumber,orthelastfourdigitsofthatnumbermother'smaidennamehomeaddressor
dateofbirth.
(n)Subscriberlistinformation(SLI).Thetermsubscriberlistinformation(SLI)hasthesamemeaninggiventosuchterminsection222(h)(3)
oftheCommunicationsActof1934,asamended,47U.S.C.222(h)(3).
(o)Telecommunicationscarrierorcarrier.Thetermstelecommunicationscarrierorcarriershallhavethesamemeaningassetforthin
section3(44)oftheCommunicationsActof1934,asamended,47U.S.C.153(44).Forthepurposesofthissubpart,thetermtelecommunications
carrierorcarriershallincludeanentitythatprovidesinterconnectedVoIPservice,asthattermisdefinedinsection9.3oftheserules.
(p)Telecommunicationsservice.Thetermtelecommunicationsservicehasthesamemeaninggiventosuchterminsection3(46)ofthe
CommunicationsActof1934,asamended,47U.S.C.153(46).
(q)Telephonenumberofrecord.Thetelephonenumberassociatedwiththeunderlyingservice,notthetelephonenumbersuppliedasa
customer'scontactinformation.
(r)ValidphotoID.AvalidphotoIDisagovernmentissuedmeansofpersonalidentificationwithaphotographsuchasadriver'slicense,
passport,orcomparableIDthatisnotexpired.
[72FR31961,June8,2007]
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64.2005Useofcustomerproprietarynetworkinformationwithoutcustomerapproval.
(a)Anytelecommunicationscarriermayuse,disclose,orpermitaccesstoCPNIforthepurposeofprovidingormarketingserviceofferings
amongthecategoriesofservice(i.e.,local,interexchange,andCMRS)towhichthecustomeralreadysubscribesfromthesamecarrier,without
customerapproval.
(1)Ifatelecommunicationscarrierprovidesdifferentcategoriesofservice,andacustomersubscribestomorethanonecategoryofservice
offeredbythecarrier,thecarrierispermittedtoshareCPNIamongthecarrier'saffiliatedentitiesthatprovideaserviceofferingtothecustomer.
(2)Ifatelecommunicationscarrierprovidesdifferentcategoriesofservice,butacustomerdoesnotsubscribetomorethanoneofferingbythe
carrier,thecarrierisnotpermittedtoshareCPNIwithitsaffiliates,exceptasprovidedin64.2007(b).
(b)Atelecommunicationscarriermaynotuse,disclose,orpermitaccesstoCPNItomarkettoacustomerserviceofferingsthatarewithina
categoryofservicetowhichthesubscriberdoesnotalreadysubscribefromthatcarrier,unlessthatcarrierhascustomerapprovaltodoso,except
asdescribedinparagraph(c)ofthissection.
(1)Awirelessprovidermayuse,disclose,orpermitaccesstoCPNIderivedfromitsprovisionofCMRS,withoutcustomerapproval,forthe
provisionofCPEandinformationservice(s).Awirelinecarriermayuse,discloseorpermitaccesstoCPNIderivedfromitsprovisionoflocal
exchangeserviceorinterexchangeservice,withoutcustomerapproval,fortheprovisionofCPEandcallanswering,voicemailormessaging,voice
storageandretrievalservices,faxstoreandforward,andprotocolconversion.
(2)Atelecommunicationscarriermaynotuse,discloseorpermitaccesstoCPNItoidentifyortrackcustomersthatcallcompetingservice
providers.Forexample,alocalexchangecarriermaynotuselocalserviceCPNItotrackallcustomersthatcalllocalservicecompetitors.
(c)Atelecommunicationscarriermayuse,disclose,orpermitaccesstoCPNI,withoutcustomerapproval,asdescribedinthisparagraph(c).
(1)Atelecommunicationscarriermayuse,disclose,orpermitaccesstoCPNI,withoutcustomerapproval,initsprovisionofinsidewiring
installation,maintenance,andrepairservices.
(2)CMRSprovidersmayuse,disclose,orpermitaccesstoCPNIforthepurposeofconductingresearchonthehealtheffectsofCMRS.
(3)LECs,CMRSproviders,andentitiesthatprovideinterconnectedVoIPserviceasthattermisdefinedin9.3ofthischapter,mayuseCPNI,
withoutcustomerapproval,tomarketservicesformerlyknownasadjuncttobasicservices,suchas,butnotlimitedto,speeddialing,computer
provideddirectoryassistance,callmonitoring,calltracing,callblocking,callreturn,repeatdialing,calltracking,callwaiting,callerI.D.,call
forwarding,andcertaincentrexfeatures.
(d)Atelecommunicationscarriermayuse,disclose,orpermitaccesstoCPNItoprotecttherightsorpropertyofthecarrier,ortoprotectusers
ofthoseservicesandothercarriersfromfraudulent,abusive,orunlawfuluseof,orsubscriptionto,suchservices.
[63FR20338,Apr.24,1998,asamendedat64FR53264,Oct.1,199967FR59211,Sept.20,200272FR31962,June8,2007]
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64.2007Approvalrequiredforuseofcustomerproprietarynetworkinformation.
(a)Atelecommunicationscarriermayobtainapprovalthroughwritten,oralorelectronicmethods.
(1)Atelecommunicationscarrierrelyingonoralapprovalshallbeartheburdenofdemonstratingthatsuchapprovalhasbeengivenin
compliancewiththeCommission'srulesinthispart.
(2)Approvalordisapprovaltouse,disclose,orpermitaccesstoacustomer'sCPNIobtainedbyatelecommunicationscarriermustremainin
effectuntilthecustomerrevokesorlimitssuchapprovalordisapproval.
(3)Atelecommunicationscarriermustmaintainrecordsofapproval,whetheroral,writtenorelectronic,foratleastoneyear.
(b)UseofOptOutandOptInApprovalProcesses.Atelecommunicationscarriermay,subjecttooptoutapprovaloroptinapproval,useits
customer'sindividuallyidentifiableCPNIforthepurposeofmarketingcommunicationsrelatedservicestothatcustomer.Atelecommunications
carriermay,subjecttooptoutapprovaloroptinapproval,discloseitscustomer'sindividuallyidentifiableCPNI,forthepurposeofmarketing
communicationsrelatedservicestothatcustomer,toitsagentsanditsaffiliatesthatprovidecommunicationsrelatedservices.A
telecommunicationscarriermayalsopermitsuchpersonsorentitiestoobtainaccesstosuchCPNIforsuchpurposes.Exceptforuseand
disclosureofCPNIthatispermittedwithoutcustomerapprovalundersection64.2005,orthatisdescribedinthisparagraph,orasotherwise
providedinsection222oftheCommunicationsActof1934,asamended,atelecommunicationscarriermayonlyuse,disclose,orpermitaccessto
itscustomer'sindividuallyidentifiableCPNIsubjecttooptinapproval.
[67FR59212,Sept.20,2002,asamendedat72FR31962,June8,2007]
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64.2008Noticerequiredforuseofcustomerproprietarynetworkinformation.
(a)Notification,Generally.(1)Priortoanysolicitationforcustomerapproval,atelecommunicationscarriermustprovidenotificationtothe
customerofthecustomer'srighttorestrictuseof,disclosureof,andaccesstothatcustomer'sCPNI.
(2)Atelecommunicationscarriermustmaintainrecordsofnotification,whetheroral,writtenorelectronic,foratleastoneyear.
(b)Individualnoticetocustomersmustbeprovidedwhensolicitingapprovaltouse,disclose,orpermitaccesstocustomers'CPNI.
(c)ContentofNotice.Customernotificationmustprovidesufficientinformationtoenablethecustomertomakeaninformeddecisionasto
whethertopermitacarriertouse,disclose,orpermitaccessto,thecustomer'sCPNI.
(1)Thenotificationmuststatethatthecustomerhasaright,andthecarrierhasaduty,underfederallaw,toprotecttheconfidentialityofCPNI.
(2)ThenotificationmustspecifythetypesofinformationthatconstituteCPNIandthespecificentitiesthatwillreceivetheCPNI,describethe
purposesforwhichCPNIwillbeused,andinformthecustomerofhisorherrighttodisapprovethoseuses,anddenyorwithdrawaccesstoCPNI
atanytime.
(3)ThenotificationmustadvisethecustomeroftheprecisestepsthecustomermusttakeinordertograntordenyaccesstoCPNI,andmust
clearlystatethatadenialofapprovalwillnotaffecttheprovisionofanyservicestowhichthecustomersubscribes.However,carriersmayprovidea
briefstatement,inclearandneutrallanguage,describingconsequencesdirectlyresultingfromthelackofaccesstoCPNI.
(4)Thenotificationmustbecomprehensibleandmustnotbemisleading.
(5)Ifwrittennotificationisprovided,thenoticemustbeclearlylegible,usesufficientlylargetype,andbeplacedinanareasoastobereadily
apparenttoacustomer.
(6)Ifanyportionofanotificationistranslatedintoanotherlanguage,thenallportionsofthenotificationmustbetranslatedintothatlanguage.
(7)Acarriermaystateinthenotificationthatthecustomer'sapprovaltouseCPNImayenhancethecarrier'sabilitytoofferproductsand
servicestailoredtothecustomer'sneeds.AcarrieralsomaystateinthenotificationthatitmaybecompelledtodiscloseCPNItoanypersonupon
affirmativewrittenrequestbythecustomer.
(8)AcarriermaynotincludeinthenotificationanystatementattemptingtoencourageacustomertofreezethirdpartyaccesstoCPNI.
(9)Thenotificationmuststatethatanyapproval,ordenialofapprovalfortheuseofCPNIoutsideoftheservicetowhichthecustomeralready
subscribesfromthatcarrierisvaliduntilthecustomeraffirmativelyrevokesorlimitssuchapprovalordenial.
(10)Atelecommunicationscarrier'ssolicitationforapprovalmustbeproximatetothenotificationofacustomer'sCPNIrights.
(d)NoticeRequirementsSpecifictoOptOut.Atelecommunicationscarriermustprovidenotificationtoobtainoptoutapprovalthrough
electronicorwrittenmethods,butnotbyoralcommunication(exceptasprovidedinparagraph(f)ofthissection).Thecontentsofanysuch
notificationmustcomplywiththerequirementsofparagraph(c)ofthissection.
(1)Carriersmustwaita30dayminimumperiodoftimeaftergivingcustomersnoticeandanopportunitytooptoutbeforeassumingcustomer
approvaltouse,disclose,orpermitaccesstoCPNI.Acarriermay,initsdiscretion,provideforalongerperiod.Carriersmustnotifycustomersasto
theapplicablewaitingperiodforaresponsebeforeapprovalisassumed.
(i)Inthecaseofanelectronicformofnotification,thewaitingperiodshallbegintorunfromthedateonwhichthenotificationwassentand
(ii)Inthecaseofnotificationbymail,thewaitingperiodshallbegintorunonthethirddayfollowingthedatethatthenotificationwasmailed.
(2)Carriersusingtheoptoutmechanismmustprovidenoticestotheircustomerseverytwoyears.
(3)Telecommunicationscarriersthatuseemailtoprovideoptoutnoticesmustcomplywiththefollowingrequirementsinadditiontothe
requirementsgenerallyapplicabletonotification:
(i)Carriersmustobtainexpress,verifiable,priorapprovalfromconsumerstosendnoticesviaemailregardingtheirserviceingeneral,orCPNI
inparticular
(ii)CarriersmustallowcustomerstoreplydirectlytoemailscontainingCPNInoticesinordertooptout
(iii)Optoutemailnoticesthatarereturnedtothecarrierasundeliverablemustbesenttothecustomerinanotherformbeforecarriersmay
considerthecustomertohavereceivednotice
(iv)CarriersthatuseemailtosendCPNInoticesmustensurethatthesubjectlineofthemessageclearlyandaccuratelyidentifiesthesubject
matteroftheemailand
(v)Telecommunicationscarriersmustmakeavailabletoeverycustomeramethodtooptoutthatisofnoadditionalcosttothecustomerand
thatisavailable24hoursaday,sevendaysaweek.Carriersmaysatisfythisrequirementthroughacombinationofmethods,solongasall
customershavetheabilitytooptoutatnocostandareabletoeffectuatethatchoicewhenevertheychoose.
(e)NoticeRequirementsSpecifictoOptIn.Atelecommunicationscarriermayprovidenotificationtoobtainoptinapprovalthroughoral,
written,orelectronicmethods.Thecontentsofanysuchnotificationmustcomplywiththerequirementsofparagraph(c)ofthissection.
(f)NoticeRequirementsSpecifictoOneTimeUseofCPNI.(1)Carriersmayuseoralnoticetoobtainlimited,onetimeuseofCPNIfor
inboundandoutboundcustomertelephonecontactsforthedurationofthecall,regardlessofwhethercarriersuseoptoutoroptinapprovalbased
onthenatureofthecontact.
(2)Thecontentsofanysuchnotificationmustcomplywiththerequirementsofparagraph(c)ofthissection,exceptthattelecommunications
carriersmayomitanyofthefollowingnoticeprovisionsifnotrelevanttothelimiteduseforwhichthecarrierseeksCPNI:
(i)Carriersneednotadvisecustomersthatiftheyhaveoptedoutpreviously,noactionisneededtomaintaintheoptoutelection
(ii)CarriersneednotadvisecustomersthattheymayshareCPNIwiththeiraffiliatesorthirdpartiesandneednotnamethoseentities,ifthe
limitedCPNIusagewillnotresultinuseby,ordisclosureto,anaffiliateorthirdparty
(iii)CarriersneednotdisclosethemeansbywhichacustomercandenyorwithdrawfutureaccesstoCPNI,solongascarriersexplainto
customersthatthescopeoftheapprovalthecarrierseeksislimitedtoonetimeuseand
(iv)CarriersmayomitdisclosureoftheprecisestepsacustomermusttakeinordertograntordenyaccesstoCPNI,aslongasthecarrier
clearlycommunicatesthatthecustomercandenyaccesstohisCPNIforthecall.
[67FR59212,Sept.20,2002]
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64.2009Safeguardsrequiredforuseofcustomerproprietarynetworkinformation.
(a)Telecommunicationscarriersmustimplementasystembywhichthestatusofacustomer'sCPNIapprovalcanbeclearlyestablishedprior
totheuseofCPNI.
(b)TelecommunicationscarriersmusttraintheirpersonnelastowhentheyareandarenotauthorizedtouseCPNI,andcarriersmusthavean
expressdisciplinaryprocessinplace.
(c)Allcarriersshallmaintainarecord,electronicallyorinsomeothermanner,oftheirownandtheiraffiliates'salesandmarketingcampaigns
thatusetheircustomers'CPNI.AllcarriersshallmaintainarecordofallinstanceswhereCPNIwasdisclosedorprovidedtothirdparties,orwhere
thirdpartieswereallowedaccesstoCPNI.Therecordmustincludeadescriptionofeachcampaign,thespecificCPNIthatwasusedinthe
campaign,andwhatproductsandserviceswereofferedasapartofthecampaign.Carriersshallretaintherecordforaminimumofoneyear.
(d)Telecommunicationscarriersmustestablishasupervisoryreviewprocessregardingcarriercompliancewiththerulesinthissubpartfor
outboundmarketingsituationsandmaintainrecordsofcarriercomplianceforaminimumperiodofoneyear.Specifically,salespersonnelmust
obtainsupervisoryapprovalofanyproposedoutboundmarketingrequestforcustomerapproval.
(e)Atelecommunicationscarriermusthaveanofficer,asanagentofthecarrier,signandfilewiththeCommissionacompliancecertificateon
anannualbasis.Theofficermuststateinthecertificationthatheorshehaspersonalknowledgethatthecompanyhasestablishedoperating
proceduresthatareadequatetoensurecompliancewiththerulesinthissubpart.Thecarriermustprovideastatementaccompanyingthecertificate
explaininghowitsoperatingproceduresensurethatitisorisnotincompliancewiththerulesinthissubpart.Inaddition,thecarriermustincludean
explanationofanyactionstakenagainstdatabrokersandasummaryofallcustomercomplaintsreceivedinthepastyearconcerningthe
unauthorizedreleaseofCPNI.ThisfilingmustbemadeannuallywiththeEnforcementBureauonorbeforeMarch1inEBDocketNo.0636,for
datapertainingtothepreviouscalendaryear.
(f)CarriersmustprovidewrittennoticewithinfivebusinessdaystotheCommissionofanyinstancewheretheoptoutmechanismsdonotwork
properly,tosuchadegreethatconsumers'inabilitytooptoutismorethanananomaly.
(1)Thenoticeshallbeintheformofaletter,andshallincludethecarrier'sname,adescriptionoftheoptoutmechanism(s)used,the
problem(s)experienced,theremedyproposedandwhenitwillbe/wasimplemented,whethertherelevantstatecommission(s)hasbeennotified
andwhetherithastakenanyaction,acopyofthenoticeprovidedtocustomers,andcontactinformation.
(2)Suchnoticemustbesubmittedevenifthecarrieroffersothermethodsbywhichconsumersmayoptout.
[63FR20338,Apr.24,1998,asamendedat64FR53264,Oct.1,199967FR59213,Sept.20,200272FR31962,June8,2007]
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64.2010Safeguardsonthedisclosureofcustomerproprietarynetworkinformation.
(a)SafeguardingCPNI.Telecommunicationscarriersmusttakereasonablemeasurestodiscoverandprotectagainstattemptstogain
unauthorizedaccesstoCPNI.TelecommunicationscarriersmustproperlyauthenticateacustomerpriortodisclosingCPNIbasedoncustomer
initiatedtelephonecontact,onlineaccountaccess,oraninstorevisit.
(b)TelephoneaccesstoCPNI.Telecommunicationscarriersmayonlydisclosecalldetailinformationoverthetelephone,basedoncustomer
initiatedtelephonecontact,ifthecustomerfirstprovidesthecarrierwithapassword,asdescribedinparagraph(e)ofthissection,thatisnot
promptedbythecarrieraskingforreadilyavailablebiographicalinformation,oraccountinformation.Ifthecustomerdoesnotprovideapassword,
thetelecommunicationscarriermayonlydisclosecalldetailinformationbysendingittothecustomer'saddressofrecord,orbycallingthecustomer
atthetelephonenumberofrecord.Ifthecustomerisabletoprovidecalldetailinformationtothetelecommunicationscarrierduringacustomer
initiatedcallwithoutthetelecommunicationscarrier'sassistance,thenthetelecommunicationscarrierispermittedtodiscussthecalldetail
informationprovidedbythecustomer.
(c)OnlineaccesstoCPNI.Atelecommunicationscarriermustauthenticateacustomerwithouttheuseofreadilyavailablebiographical
information,oraccountinformation,priortoallowingthecustomeronlineaccesstoCPNIrelatedtoatelecommunicationsserviceaccount.Once
authenticated,thecustomermayonlyobtainonlineaccesstoCPNIrelatedtoatelecommunicationsserviceaccountthroughapassword,as
describedinparagraph(e)ofthissection,thatisnotpromptedbythecarrieraskingforreadilyavailablebiographicalinformation,oraccount
information.
(d)InstoreaccesstoCPNI.AtelecommunicationscarriermaydiscloseCPNItoacustomerwho,atacarrier'sretaillocation,firstpresentsto
thetelecommunicationscarrieroritsagentavalidphotoIDmatchingthecustomer'saccountinformation.
(e)EstablishmentofaPasswordandBackupAuthenticationMethodsforLostorForgottenPasswords.Toestablishapassword,a
telecommunicationscarriermustauthenticatethecustomerwithouttheuseofreadilyavailablebiographicalinformation,oraccountinformation.
Telecommunicationscarriersmaycreateabackupcustomerauthenticationmethodintheeventofalostorforgottenpassword,butsuchbackup
customerauthenticationmethodmaynotpromptthecustomerforreadilyavailablebiographicalinformation,oraccountinformation.Ifacustomer
cannotprovidethecorrectpasswordorthecorrectresponseforthebackupcustomerauthenticationmethod,thecustomermustestablishanew
passwordasdescribedinthisparagraph.
(f)Notificationofaccountchanges.Telecommunicationscarriersmustnotifycustomersimmediatelywheneverapassword,customerresponse
toabackupmeansofauthenticationforlostorforgottenpasswords,onlineaccount,oraddressofrecordiscreatedorchanged.Thisnotificationis
notrequiredwhenthecustomerinitiatesservice,includingtheselectionofapasswordatserviceinitiation.Thisnotificationmaybethroughacarrier
originatedvoicemailortextmessagetothetelephonenumberofrecord,orbymailtotheaddressofrecord,andmustnotrevealthechanged
informationorbesenttothenewaccountinformation.
(g)Businesscustomerexemption.Telecommunicationscarriersmaybindthemselvescontractuallytoauthenticationregimesotherthanthose
describedinthissectionforservicestheyprovidetotheirbusinesscustomersthathavebothadedicatedaccountrepresentativeandacontractthat
specificallyaddressesthecarriers'protectionofCPNI.
[72FR31962,June8,2007]
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64.2011Notificationofcustomerproprietarynetworkinformationsecuritybreaches.
(a)Atelecommunicationscarriershallnotifylawenforcementofabreachofitscustomers'CPNIasprovidedinthissection.Thecarriershall
notnotifyitscustomersordisclosethebreachpublicly,whethervoluntarilyorunderstateorlocallawortheserules,untilithascompletedthe
processofnotifyinglawenforcementpursuanttoparagraph(b)ofthissection.
(b)Assoonaspracticable,andinnoeventlaterthanseven(7)businessdays,afterreasonabledeterminationofthebreach,the
telecommunicationscarriershallelectronicallynotifytheUnitedStatesSecretService(USSS)andtheFederalBureauofInvestigation(FBI)
throughacentralreportingfacility.TheCommissionwillmaintainalinktothereportingfacilityathttp://www.fcc.gov/eb/cpni.
(1)Notwithstandinganystatelawtothecontrary,thecarriershallnotnotifycustomersordisclosethebreachtothepublicuntil7fullbusiness
dayshavepassedafternotificationtotheUSSSandtheFBIexceptasprovidedinparagraphs(b)(2)and(b)(3)ofthissection.
(2)Ifthecarrierbelievesthatthereisanextraordinarilyurgentneedtonotifyanyclassofaffectedcustomerssoonerthanotherwiseallowed
underparagraph(b)(1)ofthissection,inordertoavoidimmediateandirreparableharm,itshallsoindicateinitsnotificationandmayproceedto
immediatelynotifyitsaffectedcustomersonlyafterconsultationwiththerelevantinvestigatingagency.Thecarriershallcooperatewiththerelevant
investigatingagency'srequesttominimizeanyadverseeffectsofsuchcustomernotification.
(3)Iftherelevantinvestigatingagencydeterminesthatpublicdisclosureornoticetocustomerswouldimpedeorcompromiseanongoingor
potentialcriminalinvestigationornationalsecurity,suchagencymaydirectthecarriernottosodiscloseornotifyforaninitialperiodofupto30
days.Suchperiodmaybeextendedbytheagencyasreasonablynecessaryinthejudgmentoftheagency.Ifsuchdirectionisgiven,theagency
shallnotifythecarrierwhenitappearsthatpublicdisclosureornoticetoaffectedcustomerswillnolongerimpedeorcompromiseacriminal
investigationornationalsecurity.Theagencyshallprovideinwritingitsinitialdirectiontothecarrier,anysubsequentextension,andanynotification
thatnoticewillnolongerimpedeorcompromiseacriminalinvestigationornationalsecurityandsuchwritingsshallbecontemporaneouslyloggedon
thesamereportingfacilitythatcontainsrecordsofnotificationsfiledbycarriers.
(c)Customernotification.Afteratelecommunicationscarrierhascompletedtheprocessofnotifyinglawenforcementpursuanttoparagraph(b)
ofthissection,itshallnotifyitscustomersofabreachofthosecustomers'CPNI.
(d)Recordkeeping.Allcarriersshallmaintainarecord,electronicallyorinsomeothermanner,ofanybreachesdiscovered,notificationsmade
totheUSSSandtheFBIpursuanttoparagraph(b)ofthissection,andnotificationsmadetocustomers.Therecordmustinclude,ifavailable,dates
ofdiscoveryandnotification,adetaileddescriptionoftheCPNIthatwasthesubjectofthebreach,andthecircumstancesofthebreach.Carriers
shallretaintherecordforaminimumof2years.
(e)Definitions.Asusedinthissection,abreachhasoccurredwhenaperson,withoutauthorizationorexceedingauthorization,has
intentionallygainedaccessto,used,ordisclosedCPNI.
(f)Thissectiondoesnotsupersedeanystatute,regulation,order,orinterpretationinanyState,excepttotheextentthatsuchstatute,
regulation,order,orinterpretationisinconsistentwiththeprovisionsofthissection,andthenonlytotheextentoftheinconsistency.
[72FR31963,June8,2007]
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