CUSTOMER PROPRIETARY NETWORK INFORMATION
The Federal Communications Commission ("FCC") has added rules regarding Customer Proprietary Network Information ("CPNI") to assure that companies provide CPNI only to authorized parties, effective as of December 8, 2007. CPNI is information obtained solely because of the TelePacific-customer relationship about a customer’s telecom services, such as the products and features used, monthly revenue, total minutes of use, call detail and frequently called numbers.
CPNI does not include directory information such as name, address and phone number, nor does CPNI include information about non-telecom services, such as equipment or internet access.
FREQUENTLY ASKED QUESTIONS
What is TelePacific doing about these changes?
TelePacific is requesting identification from callers and matching that information with authorized user information on the account. The authorized user information is obtained from customers via two forms:
How do we get the customer’s contact information put on their account?
New Customer/Account - CCA Form: The information on the CCA must be input into Aesop prior to submitting the Aesop order for processing. The form must be completed and signed by the Primary Account Authority. The completed form may be mailed, e-mailed or faxed to TelePacific and must be scanned into Docuware.
New Customer/Account – ATR Form: Before information can be given to an Agent or Vendor, TelePacific must have an Authorization for Third Party Account Representation ("ATR") form on file in Docuware. This form will allow customers to give Agents, Vendors, Consultants, etc. the authority to communicate and request other transactions with TelePacific on their behalf. The information on the ATR must be input into Aesop prior to submitting the Aesop order for processing. The form must be completed and signed by the Primary Account Authority. The completed form may be mailed, e-mailed or faxed to TelePacific and must be scanned into Docuware.
Note: If the information is not input into Aesop, the customer’s profile may not be updated, causing delays in subsequent transactions. Likewise, if the CCA or ATR form is not scanned into Docuware and the information was not input into Aesop, there could be significant delays with processing subsequent customer requests.
How does this information get updated for existing customers/accounts?
The CCA and/or ATR completed authorization form(s) should be copied onto company letterhead and signed by the Primary Account Authority. Completed forms may be mailed, e-mailed or faxed to TelePacific.
What happens if a non-authorized user calls into TelePacific?
The call recipient may do one of the following:
What happens if my company wants to change its account contact?
The inbound caller must have authorization to gain access to customer account information. The authorized account contact must submit a Customer Contact Authority form to TelePacific on their company letterhead signed by the authorized account contact to add the calling party as a contact.
- Or -
Call Customer Care at 888-777-5802.
What if I need more information?
Please call Customer Care at 888-777-5802.