For the protection of your account information, a
will be requested and a password is required to access
your account via telephone inquiry

CPNI stands for Customer Proprietary Network Information. It is a term established by the Federal Communications Commission (FCC), which governs how data collected by telecommunication companies about a customer’s telephone calls is controlled.

For your privacy protection and security, Citizens representatives
will ask you for your CPNI PIN or account password when you contact us about your account.

Learn more about how Citizens uses CPNI and other customer data in our Privacy Policy at citizens.coop/privacy-policy.

Thank you for helping us keep your account information safe.

The Federal Communications Commission (“FCC”) has mandated CPNI rules for all telecommunications companies designed to safeguard your information from anyone who is not authorized to have access to your account. The FCC rules require carriers to implement procedures to verify the identity of callers who want to discuss private account information or engage in online transactions that would allow access to your account information. To better serve your communications needs and to identify, offer, and provide products and services to meet your requirements, Citizens Telephone Cooperative (Citizens) needs your permission to share this information among its affiliates, agents, independent contractors, and joint venture partners. However, we do not permit independent contractors and joint venture partners to use this information for marketing. The protection of your information is important to Citizens, and Citizens acknowledges that you have a right, and Citizens has a duty, under federal and state law, to protect the confidentiality of your CPNI. You have a right to keep your CPNI private by “opting out.” Unless you provide Citizens with notice that you wish to opt out within 30 days of establishing service or receiving opt-out notification, Citizens will assume that you give the right to access and share your CPNI with Citizens’ affiliates, agents, independent contractors, and joint venture partners. In addition, Citizens can disclose your CPNI to comply with any laws, court orders, or subpoenas, or to provide services to you according to your Citizens Service Agreement. Please be advised that if you do not opt out, your consent will remain valid until you provide your notice withdrawing it. You may withdraw your consent at any time through one of the methods outlined below. Citizens takes seriously our obligation to protect customer information. If you have questions about this notice or Citizens commitment to the protection of your information, please contact Citizens at citizens@swva.net.

IF YOU APPROVE, YOU DO NOT HAVE TO TAKE ANY ACTION. You need to respond only if you wish to deny permission to use your information in Citizens’ marketing plans. Please note that opting out will not affect the status of the services you currently have with Citizens. However, the inability to share your CPNI may make it more difficult for Citizens to work with its affiliates to offer you new communications–related products and services in the future. To opt out, send an email to citizens@swva.net. Please include the company or account name as shown on your most recent Citizens invoice.

What is CPNI? Customer Proprietary Network Information (CPNI) is information created by your relationship with Citizens Telephone Cooperative (Citizens). This information includes services purchased (including specific calls you make and receive), related local and toll billing information, the type, destination, technical configuration, location, and amount of use of purchased services. CPNI is personal and confidential information that involves both the customer’s purchasing and calling habits.

Why does Citizens need my consent? Citizens may need to share your CPNI with our affiliates, agents, independent contractors, or joint venture partners to develop better products and services and offer you the full range of communications–related products and services. The Federal Communications Commission requires that Citizens obtain your consent to do so. CPNI will not be shared with unrelated third parties.

How do I give my consent to share CPNI? Unless you provide notice that you wish to opt-out within 30 days of establishing service or receiving a notice, Citizens will assume that you give Citizens the right to share your CPNI with the authorized companies described above. Can I change my mind about giving consent? Yes, you can withdraw your previously–given permission to share CPNI by contacting Citizens. If you are a Business Customer, you may have one of your authorized account representatives contact Citizens.

How am I affected if I decide to not provide my consent? The decision to disallow the sharing of CPNI will not affect the services that you currently obtain from Citizens. However, the inability to share your CPNI may make it more difficult for Citizens to offer you new communications–related products and services in the future.

How can I opt out of CPNI sharing? Submit your request, in writing, to Citizens, PO Box 137, Floyd VA 24091. You may also email citizens@swva.net.

How does this affect you? If you call or stop by Citizens’ office, you will be asked for your photo ID, CPNI password, or an answer to one or more of your security questions. If you do not have any of this information on file, Citizens will ask you to complete the CPNI forms to create a password and answer the security questions before releasing any customer details or taking an order for service.

What if I do not wish to establish a password? That option is available; however, it is not recommended. In these instances, Citizens would not be able to disclose information if you called in. Citizens would need to hang up and call you back at the telephone number listed on the account or send the information to the address of record.

Who decides the password? The password is at your discretion. According to the rules, biographical information is not allowed as part of the password. Biographical information includes Social Security number or the last four digits of your Social Security number; home address; mother’s maiden name; date of birth; etc. You can change your password at any time by having one of your authorized account representatives contact Citizens.

What about my directory information, is that biographical? Referred to as Subscriber Directory Information, if this information is published, it is not considered CPNI.

Will I be notified of CPNI account changes? Yes, you will be notified via email to your email address of record. Citizens is required to notify customers following a change of password, a customer response to a backup means of authentication for lost or forgotten passwords, a change to your online account, or your address of record.