CUSTOMER PROPRIETARY NETWORK INFORMATION

Updated 11/16/2009

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:

•  Customer Contact Authority ("CCA") form:  The CCA form is used to get the customer’s authorized contacts.  This would include any employee of the customer’s company who is authorized by the Primary Account Authority to get CPNI information, make changes to the customer’s account or take other actions as an authorized representative of the customer’s company.  The CCA form is required for all new accounts/customers.  Click here for CCA form.


• Authorization for Third Party Account Representation ("ATR") form:  The ATR form is used to get the customer’s authorized third party representative contacts.  This would include any vendor, agent or other party who is authorized by the Primary Account Authority to get CPNI information, make changes to the customer’s account or take other actions as an authorized third party representative of the customer’s company.  The ATR form is only used when the customer approves a third party representative.   Click here for ATR form. 

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.

• By mail: TelePacific Communications , Attn: Customer Care , 3485 Brookside Dr. Suite 102 , Stockton , CA 95219
• By e-mail: Scan signed documents and send to: customer_care@telepacific.com
• By fax: 866-891-2088

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.

• By mail: TelePacific Communications , Attn: Customer Care , 3485 Brookside Dr. Suite 102 , Stockton , CA 95219
• By e-mail: Scan signed documents and send to: customer_care@telepacific.com
• By fax: 866-891-2088

What happens if a non-authorized user calls into TelePacific?
The call recipient may do one of the following:

• If there is no information CCA information listed on the account, the TelePacific representative  will determine who the customer’s Primary Account Authority should be, call the customer back at the number listed on the account and get the necessary CCA/ATR information. 


• If there is a Primary Account Authority listed on the account, the TelePacific representative will E-mail the Primary Account Authority at the e-mail address listed on the account and request their approval to add the caller as an authorized customer or third party contact.


• If the customer can provide call detail information, TelePacific can discuss the call detail information provided by the customer.


• If the caller wants to report trouble on a service, the CTSC can take the trouble report from anyone.  If the trouble resolution requires any type of change to the service, e.g., add or remove a blocking or other feature, add or remove call forwarding, etc., the caller must be an authorized contact on the account.  If the caller is not an authorized contact on the account, the TelePacific representative will take one of the preceeding actions to get the necessary CCA/ATR information and/or get approval to add the caller as an authorized contact.

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.