Privacy Policy

One can visit our Web site with complete privacy. A Web site visitor can choose to provide customer-specific information by ordering a product or service, sending us e-mail or registering on a company Web site. Any information provided by a Web site visitor is held strictly confidential by Vermont Telephone Company, Inc. (VTel) or its authorized agent and will not be sold to any other organization or business.

VTel’s affiliated Internet service – VTel Internet – collects information from Internet subscribers or users as necessary to provide Internet access service. For example, Web servers automatically recognize an Internet user’s domain name (such as .com, .edu, etc.), the Web page from which a visitor enters our site and how much time a visitor spends on a Web page. This information is used – only in the aggregate – to improve our Internet services and sites.

On some Web pages users can order products, make requests or register to receive information. Such customer-specific information will be used to fulfill the specific request or purpose for which it was provided.

No personal information obtained online is released outside of VTel or its authorized agent, except with the customer’s permission, as required by law, for safety reasons, or to survey customer satisfaction, under nondisclosure protection. We use the information provided when placing an order to complete that order. We do not share that information with outside parties except as necessary to fulfill the online order (e.g., providing the “ship to” address to our shipper). We may also use that information to offer other products or services of interest. We do not sell customer information to any outside party.

Information collected online, especially from those who place an order online, may be used within VTel or by an authorized agent to inform the user about services and products of potential interest. Customers might be contacted by telephone, direct mail or e-mail to keep them up-to-date on new products and services offered by VTel or an authorized agent.

It is the policy of Vermont Telephone Co., Inc, VTel Data Networks and VTel Wireless (collectively VTel) to comply with all state and federal rules/guidelines/statutes/laws as they relate to customer privacy, including Customer Proprietary Network Information (CPNI), and Personally Identifiable Information (PII). 

To that end, VTel has implemented certain procedures to help ensure compliance and provide their consumers with as much privacy protection as practicable.  Although we take the responsibility of safeguarding customer personal information seriously, no security measures are 100% effective and we cannot guarantee that these practices will prevent every unauthorized attempt to access, use, or disclose customer information.

Should any portion of this policy or procedure information be deemed to be in violation of state or federal rules/guidelines/statutes/laws, that portion of the policy or procedure will be determined to be void, without impact to the rest of the policy or procedure.

Procedure

Employees and designated contractors will only access customer account information as needed to complete said customer’s request; correct and maintain records; bill and collect for services and/or products; protect VTel’s property or rights or the safety of our employees, our customers, or other individuals; or when required by law or to respond to a legal process.  VTel will limit access to customer account information by employee or designated contractor to the extent that that individual needs access to complete their job requirements. 

Disclosing/Changing non-CPNI protected customer information:

Employees and designated contractors who are disclosing non-CPNI protected customer information at the customer’s request will ensure that they are speaking with the account owner or an authorized individual on the account by asking the requestor’s name AND verifying their identity through at least one of the following ways:
1. Verify pre-established CPNI password;
2. Verify the answer to a pre-established Alternate Security Question;
3. Verify their identity in-person with government issued photo identification;
4. Call the customer back at the telephone number of record (after verifying that the number has been on the account for at least 30 days);
5. Mail the customer the information requested at their pre-established mailing address;
6. Email the customer the information requested at the email address associated with the account (after verifying that the email address has been on the account for at least 30 days);
7. Email the customer the CPNI PIN/Password at the email address associated with the account (after verifying that the email address has been on the account for at least 30 days) and ask them to recite it back to you;
8. Verify a recent billing amount AND payment amount AND date (from within the last 3 months);
9. Verify call detail record from a recent bill, including date, time, telephone number and duration (from within the last 3 months).

Disclosing/Changing CPNI protected customer information:

Employees and contractors who are disclosing CPNI-protected customer information (such as Call Detail Records, or changing the customer’s mailing address, or establishing/changing online account access) at the customer’s request will ensure that they are speaking with the account owner or an authorized individual on the account by asking the requestor’s name AND verifying their identity through at least one of the following ways:

1. Verify pre-established CPNI password;
2. Verify the answer to a pre-established Alternate Security Question;
3. Verify their identity in-person with government issued photo identification;
4. Call the customer back at the telephone number of record (after verifying that the number has been on the account for at least 30 days);
5. Mail the customer the information requested at their pre-established mailing address;
6. Email the customer the information requested at the email address associated with the account (after verifying that the email address has been on the account for at least 30 days);
7. Email the customer the CPNI PIN/Password at the email address associated with the account (after verifying that the email address has been on the account for at least 30 days) and ask them to recite it back to you;
8. If the customer can provide the date, time, duration and telephone number of an individual call, employees and contractors are permitted to provide information about that individual call without alternate identity verification methods.

Establishing new customers/accounts:

When establishing new customer accounts, employees and designated contractors ensure that they are speaking with the account holder or their legal representative.  They will gather the name(s) of additional authorized individuals, mailing address, email address, alternate telephone number, 4-digit CPNI PIN (which will also be used for the IVR payment PIN), and at least one alternate security question/answer for every new customer. Exceptions will be made for email address if the customer indicates that they don’t have one. 

CPNI PIN requirements:

1. Can not be repeating or sequential digits (ex. 5555, 1234, 9876);
2. Can not be part of the VTel telephone number (ex. phone number is 802-885-7716, PIN cannot be 7716);
3. Can not be the last 4 of the customer’s SSN;
4. Can not be part of customer’s birth date (ex. DOB is 2/5/96, cannot be 2596 or 0205 or 1996).

Remote Work and Work Product

VTel recognizes the unique challenges posed by remote work environments and emphasizes the need for proactive measures to maintain the confidentiality of customer information.  By addressing both active use and disposal phases, these guidelines aim to ensure a comprehensive approach to data protection even in decentralized work settings.

1. Privacy During remote work

• Employees and designated contractors working remotely are expected to arrange their workstations and conduct telephone calls in a manner that ensures customer privacy. This measure is intended to prevent other people in the remote work location from overhearing sensitive information shared during calls or observing customer-related work.

2. Secure Handling of Work Products During Use

• Any work product containing customer information (printed, handwritten, electronic, or hardcopy) must be securely handled while in use. The level of security should be sufficient to prevent individuals nearby from reasonably gathering a customer’s private information from the work product.

3. Secure Disposal of Work Products

• Work products with customer information, regardless of format, must be sufficiently erased or destroyed when no longer in use. The erasure or destruction method should be effective enough to prevent other individuals from reasonably gathering the customer’s private information from discarded materials.

VTel Web sites are not structured to attract children under the age of 13. VTel believes there is no information on its Web sites, which is inappropriate for viewing by children. Ordering online products and services from VTel is limited to adults named as authorized party on the account for which the order is placed

VTel Web sites may contain links to other Web sites. We are not responsible for the content or privacy policies of other sites.

VTel has established appropriate physical, electronic and managerial safeguards to secure the information collected online. These safeguards are in place to prevent unauthorized access, maintain data accuracy and ensure only appropriate use of information.

To request access to customer-specific information or to correct any inaccuracies, call VTel at 800-279-4049 during weekday business hours.