Our customers entrust Pioneer Communications with important information relating to their accounts. Customer information is regulated by many federal and state entities, including the Federal Communications Commissions’ regulations of CPNI (Customer Proprietary Network Information) 47 U.S.C. § 222, and the Federal Trade Commissions’ FACT Act of 2003. Pioneer Communications will comply with all applicable laws and regulations.
Confidential and proprietary information includes such things as customer personal information including social security number, date of birth, or financial account numbers; and customer account information including names, addresses, billing data, and service data. Confidential and nonpublic information shall not be disclosed, including to law enforcement or government personnel, without proper authorization from the Director of Legal and Regulatory Affairs.
Use of Information
Pioneer Communications use of customers’ personal information is collected primarily for the use of identifying customers at time of account creations, account changes, account information requests, or account terminations. Pioneer employees must authenticate customer identity at any of those defined situations. This can be done by requiring photo identification or by a Pioneer Communications employee accounting for the customer’s identity through personal knowledge. Photo Identification is a valid photo ID, which is a government-issued personal identification with a photograph such as a current driver’s license, passport or comparable ID.
Recovery of Information by Consumer
Call Detail Records
Pioneer Communications employees are permitted to provide all CPNI, including customer phone call records and account information, to Owners and to Authorized Signers of the account. Pioneer requires a personal identification number (PIN) when the Owner or Authorized Signer contacts the store by phone. In the store, Owners are required to provide authentication with a photo ID. CPNI information cannot be shared with anyone other than the Owner and/or the Authorized Signer.
In some cases, Pioneer Communications can release billing detail information by mailing the information to the address of record. If the report generates a charge, the customer will be required to retrieve the report from a store location and provide photo identification. The first call detail report requested by a customer will be free of charge. Any additional call detail reports will incur a charge of $2.50 per report.
These reports DO NOT include incoming call number details in accordance with CPNI regulations. In order to retrieve call detail information that includes incoming call detail, Pioneer Communications customers must contact a local law enforcement agency and file a report. Any call detail that includes incoming call information released by subpoena, court order or as otherwise requested under the law will be released free of charge.
Text Message Detail
To retrieve text message detail, the Owner can make their request to a store employee or contact Pioneer Communications by email from the website or 800-360-7893. This report will include date, time, originating number, receiving number, and 30 days of prior text messages in-network only. The owner of the account must retrieve this report in person at a store location, provide personal identification at the time of retrieval, and pay a $25.00 query fee and pay $1.00 per page of the report.
These reports DO show the originating text number. In order to retrieve more information on the originating number, Pioneer Communications customers must contact a local law enforcement agency and file a report. Any detail about another customer’s account will be released by subpoena only. Any text detail records requests by subpoena, court order or as otherwise requested under the law will be released free of charge.
CPNI Breach or Red Flags Concern
In the event of a data breach, the breach may be made public only after consultation with law enforcement if there is an urgent need to do so in order to avoid immediate and irreparable harm to the customer.
If a Red Flags warning concerns Pioneer management that a customer’s identity may have been stolen, Pioneer Communications management will notify the customer of the suspected activity and encourage the customer to contact law enforcement on their own accord. Pioneer Communications may also change security passwords on the customer account and follow CPNI regulations to notify the customer of the change; or close the existing account, open a new account, and send the new security information to the customer following CPNI regulations.