Section I. General Privacy Principles
1. Categories of Personal Information We Collect and Use
Lumos collects and uses personal information that helps us to provide our customers with quality telecommunications services. Lumos collects information from you when you use our products and services. We strive to limit the collection of personal information to what is adequate, relevant, and reasonably necessary in relation to the purposes for which such information is processed. The categories of information we collect include:
- Contact and billing information, including name, address, phone number(s), email address(s), date of birth, and payment information;
- Records of the products and services you purchase and how you use them, including call records, websites you visit, IP address, device identifiers, location information, and your use of apps and other features.
We use the categories of personal information we collect to:
- Establish and maintain your account and billing records;
- Provide account-related services and information to you;
- Provide assistance to you for service or technical support issues or questions, including to identify and repair technical errors that impair existing or intended functionality;
- Perform internal operations that are reasonably aligned with your expectations when you sign up for our products or services or reasonably anticipated based on your existing relationship with Lumos or are otherwise compatible with providing you the services you have requested;
- Protect our network, customers, employees, and property against fraud, theft or abuse;
- Help us improve and personalize your services.
Lumos uses aggregated, deidentified customer information internally for planning purposes – so that we can, for example, develop, test, and market new products and services that meet the needs of our customers.
2. Sharing Personal Information
Lumos shares personal information with persons or entities outside the company only for business purposes and only pursuant to a contract that clearly sets forth instructions for processing the data, the nature and purpose of processing, the type of data subject to processing, the duration of processing, and the rights and obligations of both parties. Lumos does not sell your personal information to third parties.
We are required to provide directory publishers with subscriber listing information – name, address and phone number, and for yellow page advertisers, primary advertising classification – for purposes of publishing and delivering directories. In addition, under certain circumstances, we may share personal information with emergency response personnel or with law enforcement to prevent and investigate fraud or other unlawful use of communications services. We also may share your personal information in connection with any proposed or actual purchase, sale, merger, assignment, or reorganization of all or any portion of Lumos.
3. Safeguarding Personal Information
Maintaining the security of personal information in Lumos’s possession is a priority for us, and we employ commercially reasonable technical, administrative, and physical safeguards to protect the confidentiality, integrity, and accessibility of such information, consistent with the volume and nature of the personal information at issue. Although we take appropriate and reasonable measures to help protect against the loss, misuse, unauthorized disclosure, or alteration of your information, we cannot guarantee the security of any such information.
4. Lumos gives customers opportunities to control access by others to customer information.
Lumos is committed to providing customers with opportunities to control how Lumos uses customer information about them. For example, customers may inform us of which telephone listings they want to include in our directories and in directory assistance and may also choose to have a non-published number, or a non-listed number. Customers can express a preference for Lumos not to call them for sales purposes. Customers may opt out of our direct mailings and other marketing programs.
5. Lumos strives to ensure that the information we obtain and use about customers is accurate.
Lumos is committed to ensuring that the information we obtain and use about customers is accurate. To that end, we strive to verify that our customer records are correct. Customers who find an error in their Lumos bills are encouraged to notify Lumos. Lumos’s service representatives are trained to answer customer questions about, and to give customers reasonable access to, the information we have about them. Our service representatives will also provide explanations of how such information is used and how to correct any inaccuracies if they occur.
In addition to reviewing their bills, customers can access their customer information by contacting Lumos customer service. However, Lumos will only provide customer information after properly authenticating the identity of the requesting customer in accordance with applicable law and industry best practices. In this way, Lumos can maximize the ability of its customers to review their customer information for accuracy while minimizing the risk that this information is fraudulently obtained by a third party. Lumos service representatives can explain how customers may be authenticated to obtain access to their own customer information.
6. Children’s Privacy
Lumos does not target its products or services, nor do we knowingly collect any personal information from, children under the age of 13. If we learn that a child under the age of 13 has provided personal information to us, we will use reasonable efforts to remove such information from our files, unless retaining such information is required by statute, rule or regulation.
SECTION II. FCC’s “CUSTOMER PROPRIETARY NETWORK INFORMATION” RULES
In addition to Lumos’s own efforts to respect and protect the privacy of customer specific information, we comply with the Federal Communications Commission’s rules for protecting “Customer Proprietary Network Information” (CPNI).
1. Definition of “Customer Proprietary Network Information.”
The term “customer proprietary network information” is defined by federal statute to mean: (i) information that relates to the quantity, technical configuration, type, destination, location, and amount of use of a telecommunications service subscribed to by any customer of a telecommunications carrier, and that is made available to the carrier by the customer solely by virtue of the carrier-customer relationship; and (ii) information contained in the bills pertaining to telephone exchange service or telephone toll service received by a customer of a carrier; except that such term does not include subscriber list information.
2. Use of Customer Proprietary Network Information.
Under federal law, you have the right to, and we have the duty to protect, the confidentiality of your CPNI. However, we may use CPNI without your consent, in a manner consistent with applicable law, to: (i) initiate, render, bill, and collect for our services; (ii) market services among the categories of service to which you already subscribe; (iii) provide inside wiring installation, maintenance, and repair services; (iv) provide maintenance and technical support for our services; (v) protect our rights and property, and protect users of our services and other carriers from fraudulent, abusive, or unlawful use of, or subscription to, these services; and (vi) provide any inbound telemarketing, referral, or administrative services for the duration of a customer-initiated call.
Further, after providing you with the required notice and opportunity to “opt out” we may use your CPNI, in a manner consistent with applicable law, to market additional communications-related services to you.
3. Disclosure of CPNI outside Lumos.
Lumos releases customer information if disclosure is required by law, or necessary to protect the safety of customers, employees or property. For example:
When you dial 911, information about your location may be transmitted automatically to a public safety agency.
Certain information about your long distance calls may be transmitted to your long distance company for billing purposes.
We will disclose information as necessary to comply with law enforcement statutes, such as to comply with valid subpoenas, warrants and court orders.
We may, where permitted by law, share CPNI with third parties where necessary to provide the services to which you subscribe, to protect our rights or property, and to protect users of our services and other carriers from fraudulent, abusive or unlawful use of services.
4. Authentication to prevent unauthorized access to CPNI.
Lumos is committed to ensuring that only properly authorized individuals are able to access CPNI for legitimate purposes. This includes ensuring that any request by a customer to access CPNI is valid and properly authenticated, in accordance with applicable law and industry best practices.
If a customer calls us to access call detail records (which include the number called, the number from which a call was placed, and the time, location, or duration of any call), we will not release those records unless (i) during the call, the customer provides a pre-established password; (ii) the information is sent to the customer’s address of record; or (iii) after the call, we call the customer’s telephone number of record to provide the requested information. If a customer attempts to access CPNI through our website, we will only provide such access if the customer has first established a password and back-up authentication mechanism for the relevant account, in a manner that does not rely on readily-available biographical or account information. If a customer attempts to access CPNI by visiting a retail location in person, we will only provide such access if the customer presents valid photo identification matching the name of record on the account.
5. Notice of unauthorized access to CPNI.
If Lumos becomes aware that your CPNI has been accessed without proper authority, we will take swift action to fully document and address such unauthorized access and provide you with notice. In particular, we will (i) notify law enforcement (including the United States Secret Service and the Federal Bureau of Investigation) within seven business days; and (ii) notify you and any other affected customers promptly thereafter, unless earlier notification is necessary to avoid immediate and irreparable harm, or we are instructed by law enforcement personnel to refrain from providing such notice.
SECTION III. LUMOS’ “DO NOT CALL” LIST
Any Lumos customer can express a preference not to be called by us for sales and marketing purposes, and Lumos will respect such preference. A customer that does not wish to receive sales and marketing calls from Lumos may ask to be placed on our company-specific “Do Not Call” list. We will note the customer’s request immediately, although it may take up to 30 days for the customer’s telephone number to be removed from any active lists or sales programs that are currently underway.
Residential customers remain on our “Do Not Call” list for five years, and a business customer will remain on our “Do Not Call” list for one year. At the end of those time periods, customers can renew “Do Not Call” status. If a customer’s telephone number changes, the customer must give us updated information in order for the “Do Not Call” status to remain in effect.
Notwithstanding the fact that a customer’s telephone number is on our “Do Not Call” list, Lumos may contact the customer with respect to billing, and other service-related matters.
SECTION IV. Lumos SMS Short Code Terms & Conditions
When you opt-in to the service, Lumos will send you a message to confirm your signup.
Lumos will only send SMS campaigns to opted-in subscribers for account and marketing updates. Message and data rates may apply. Your consent to receiving these SMS campaigns is not required in order to purchase or receive any services from Lumos. The message frequency may vary. You may text “HELP” for help.
You can cancel this service at any time. Just text “STOP” to stop receiving SMS. After you send the message “STOP” we will send you a reply message to confirm that you have been unsubscribed. After this, you will no longer receive messages from Lumos. If you want to join again, just sign up as you did the first time, and Lumos will start sending messages to you again.
United States participating carriers include AT&T, Verizon Wireless, Sprint, T-Mobile, and Metro PCS.
For all questions about the services provided by this short code, you can contact us at 855.GO.LUMOS or email us at email@example.com.