Matrix’s Commitment to Protect Customer Information

Matrix has long been committed to the protection of customer privacy. In addition, we comply with federal laws regarding the protection of customer account information. Federal law characterizes this type of information as “Customer Proprietary Network Information” or CPNI.
Account information includes information about a customer’s services and their use of those services, as well as general billing information. It also includes information concerning specific calls, such as who was called, and the date and time of the call. Throughout this notice, we refer to call-related information “call-detail information.”

FCC Rule
The Federal Communications Commission requires carriers to implement strict procedures to verify the identity of callers who want to discuss call-detail information or to engage in online transactions that would allow access to account information generally.

Rules for Access to CPNI:

Calls to Matrix Customer Service: In the past, customers calling Matrix’s customer service could discuss their services and billings with a Matrix representative once that representative verified the caller’s identity. The verification was usually done through questions about account information known to Matrix and the customer or through verification methods such as social security number. Generally, this authentication practice will continue. However, Matrix will not be able to discuss call-detail information with an account holder unless the caller provides the call detail to the Matrix representative or is able to provide the PIN number on your bill used as the pre-established password.

Online Access to Account Information: Similarly, Customers seeking online access to account information will need their PIN number on your bill for the password before access can be permitted.

Access to Account Information at Retail Locations: Customers seeking access to account information at Matrix retail outlets will need to produce a valid photo ID, (driver’s license or other ID issued by a government).

Notifications of Certain Account Changes
In addition to accessing account information as outlined above, Matrix will be notifying customers of certain account changes. For example, whenever an online account is created or changed, or one of the authentication questions (such as a “secret question and answer”) is created or changed, Matrix will notify the account holder. Also, after an account has been established, when a customer’s address (whether postal or e-mail) changes or is added to an account, Matrix will send a notification. These notifications may be sent to a postal or e-mail address, or by telephone, voicemail or text message.

Business Relationships and Exemption from the Rules
Matrix’s practices with respect to CPNI access and required notifications will essentially be the same for our residential and small business customers.
However, in cases where Matrix and a business have a contractual relationship and the business has a dedicated account representative, the authentication processes used by the parties may be different and notifications might not be sent. In these cases, Matrix will verify a person’s authority to discuss account information through communications with the person claiming to represent the account holder. And in situations where a customer seeks online access to account information, the PIN will be required.

• In some cases, Matrix and the business will have a formal written agreement that will contain a confidentiality provision. In other cases, the contractual relationship will be based on purchases made by the customer from a Matrix tariff. The relationship will reflect Matrix’s long-standing protection of customer account information and our practices of not using or disclosing such information except to provide services or as permitted or required by law.

Questions or Comments
Matrix takes seriously our obligation to protect customer information. Our compliance with the rules recently enacted by the FCC is a continuation of our long-standing practice. If you have questions about this notice or about our specific commitment to the protection of your information, please contact us at Privacy@Matrixbt.com