§ 64.5110   Safeguards on the disclosure of customer proprietary network
information.

   (a) Safeguarding CPNI. TRS providers shall take all reasonable measures
   to discover and protect against attempts to gain unauthorized access to
   CPNI. TRS providers shall authenticate a customer prior to disclosing
   CPNI based on a customer-initiated telephone contact, TRS call,
   point-to-point call, online account access, or an in-store visit.

   (b) Telephone, TRS, and point-to-point access to CPNI. A TRS provider
   shall authenticate a customer without the use of readily available
   biographical information, or account information, prior to allowing the
   customer telephonic, TRS, or point-to-point access to CPNI related to
   his or her TRS account. Alternatively, the customer may obtain
   telephonic, TRS, or point-to-point access to CPNI related to his or her
   TRS account through a password, as described in paragraph (e) of this
   section.

   (c) Online access to CPNI. A TRS provider shall authenticate a customer
   without the use of readily available biographical information, or
   account information, prior to allowing the customer online access to
   CPNI related to his or her TRS account. Once authenticated, the
   customer may only obtain online access to CPNI related to his or her
   TRS account through a password, as described in paragraph (e) of this
   section.

   (d) In-store access to CPNI. A TRS provider may disclose CPNI to a
   customer who, at a TRS provider's retail location, first presents to
   the TRS provider or its agent a valid photo ID matching the customer's
   account information.

   (e) Establishment of a password and back-up authentication methods for
   lost or forgotten passwords. To establish a password, a TRS provider
   shall authenticate the customer without the use of readily available
   biographical information, or account information. TRS providers may
   create a back-up customer authentication method in the event of a lost
   or forgotten password, but such back-up customer authentication method
   may not prompt the customer for readily available biographical
   information, or account information. If a customer cannot provide the
   correct password or the correct response for the back-up customer
   authentication method, the customer shall establish a new password as
   described in this paragraph.

   (f) Notification of account changes. TRS providers shall notify
   customers immediately whenever a password, customer response to a
   back-up means of authentication for lost or forgotten passwords, online
   account, or address of record is created or changed. This notification
   is not required when the customer initiates service, including the
   selection of a password at service initiation. This notification may be
   through a TRS provider-originated voicemail, text message, or video
   mail to the telephone number of record, by mail to the physical address
   of record, or by email to the email address of record, and shall not
   reveal the changed information or be sent to the new account
   information.

   [ 79 FR 40613 , July 5, 2013]

   return arrow Back to Top