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Customer Proprietary Network Information (CPNI)

Course Description


Employees who have access to consumer data are required to receive annual training on the proper handling of what is called Customer Proprietary Network Information (CPNI). This is an attempt to protect consumer privacy, whether dealing in sales transactions or everyday customer interactions.

This mandatory training is a result of the Telecommunications Act of 1996 in which the Federal Communications Commission (FTC) mandates that in an effort to protect consumer privacy, it is mandatory that telecommunications companies: (1) obtain customer approval before divulging customer proprietary network information (CPNI), and (2) use specific security measures. In 2007, the FCC issued additional security rules that included customer authentication and notification requirements.

Any telecommunications company that fails to provide its employees with the required training is at risk of substantial FCC fines.

Cintas offers a 30-minute Online CPNI Training Course that fulfills the FCC’s mandatory CPNI training requirement. Participants learn the legal requirements for how CPNI can be used and accessed, including the rules contained in the FCC's 2007 order on protecting the confidentiality of call-detail information. Topics covered in the course include:

  • How to define CPNI
  • Understanding The Telecommunications Act of 1996
  • Rules of the FCC
  • Know the telecommunications service categories (TSCs)
  • Uses for CPNI
  • What you need to know about customer approval
  • Differences regarding opt-out and opt-in customers
  • What is informed consent?
  • What are authentication requirements?
  • Customer account passwords
  • Changes to accounts
  • How to handle breaches of security
  • Rules for recordkeeping
  • Importance of yearly certifications
  • Essentials of enforcement



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