Comcast is required to certify to the FCC that it complies with Customer Proprietary Network Information (CPNI) regulations. CPNI rules limit the circumstances under which employees and contractors can sell additional services to customers of Comcast Digital Voice and Comcast Digital Phone service. In addition, the CPNI rules prohibit disclosure of any protected information, so you may only discuss details of the customer's voice service account with the customer or someone designated by the customer. Since you may have access to CPNI during the course of your interaction with customers, you are required to complete training on CPNI. This requirement will be fulfilled when you familiarize yourself with this memo, sign the attached certification form and send it to your appropriate Comcast management contact. Please do so within five business days of receiving this memo, Failure to complete the training can result in disciplinary measures up to and including termination of employment with Comcast.
CPNI is information regarding an individual customer's voice service, such as how many voice lines a customer has, how the service is arranged or provisioned, and information about to whom, where, how long and how often calls are made by a customer. Billing information and most information about a customer's CDV service is also CPNI. The customer's name, address and phone number are not CPNI. All traditional telephone as well as interconnected VOIP service providers are required by the FCC to keep CPNI secure from unauthorized users. Comcast employees, vendors and contractors must not discuss or disclosure any customer's CPNI with unauthorized persons. Doing so will result disciplinary action up to and including termination of employment with Comcast.
In addition, the FCC puts limits on how CPNI can be used to sell voice customers additional services. CPNI can only be used with a customer' permission to sell services that are not part of a category the customer already purchases. For example, you may not use CPNI to market video tiers to a customer without the customer's approval. You may use CPNI to talk to the customer about services such as speed dialing, call waiting, caller ID, call forwarding, inside wiring installation, maintenance and repair, and High-Speed Internet Services. Customer permission can be checked by reviewing Comcast's records for each customer. Customers can also give one- time approval to use CPNI.
For example if a Customer Account Executive or Care Representative (CAE) is speaking to a CDV customer regarding his yoice service and would like to view the customer's call detail record in order to see if the customer calls Mexico and would possibly be interested in subscribing to the latino video tier, the CAE MUST ask the customer for permission to view his
call detail record and explain the purpose for doing so. If the customer provides his permission the CAE MUST document that they have received permission and may continue. If the customer does not provide permission the CAE may not view the customer's CPNI.
If you mistakenly use CPNI information when speaking with or about a customer, or if you become aware of non-approved use of CPNI, report it to your supervisor immediately.
CERTIFICATION FORM MUST BE SIGNED AND SUBMITTED TO THE APPROPRIATE COMCAST MANAGEMENT CONTACT WITHIN FIVE BUSINESS DAYS.
COMCAST CONFIDENTIAL & PROPRIETARY