Customer Information

THE FOLLOWING ANNUAL NOTICE IS FOR INFORMATIONAL PURPOSES ONLY. NO ACTION IS REQUIRED.

ANNUAL PRIVACY AND CPNI NOTICE
Effective as of January 1, 2024

In keeping with our commitment to be your most trusted provider of voice communications and broadband services, herein referred to as “Services”, we are reminding you of how we protect your Customer Proprietary Network Information (“CPNI”) and how we may collect, use, and share your Personally Identifiable Information (“PII”) in connection with our Services. We are giving you clear, prior notice of how your data will be protected, used, and shared. We encourage you to read other important customer education materials on our website (https://connect.coosavalleytech.com/) and to contact Ashley Green at agreen@coosavalleyec.com should you have any questions or concerns.

Information We Collect and Use
Generally, we collect and use your PII to provide the Services you subscriber to and to render invoices. We collect PII, such as subscriber name, service and mailing addresses, telephone numbers, social security number, driver's license number, email address, billing and payment records, subscriber credit information, or other information to identify, contact, or locate you. We may also collect demographic and usage information about you and other subscribers as a group to respond to industry regulatory compliance reporting and filing requirements.

Internet Services Like most Internet service providers, we automatically collect and store Internet Protocol (IP) addresses (an identifier given to your connection while online), the volume of and types of data transmitted and received through your service, device types used, Internet connection performance, modem, gateway, and other device MAC addresses, and connection dates and times. We may also collect and store other usage statistics, such as the volume of data transmitted by certain protocols, devices, and services, to help us understand how our network is used, to provide users insight into your household Internet usage, and to improve the Services we offer. We monitor our network and collect telemetry and other data to measure the quality of our Internet service, and to help us troubleshoot and diagnose service issues. We also monitor our network for security, malware, and fraud prevention purposes.

We don’t share the contents of your online communications unless required by law or legal process. We may retain and provide such communications to others if we are legally required or compelled to do so.

Internet DNS Privacy
The Domain Name System is an integral part of the internet, providing a way to link host names to specific IP addresses. The DNS platform is optimized and configured to help you get the best possible experience from your Internet service. We do not retain the contents of lookups, or "queries", made to the platform. We do not share DNS data with any third-party except in limited instances where anonymized or aggregated data is necessary for cybersecurity, DNS analytics, reporting, and research purposes. Following aggregation, the retained or transferred data does not contain any personally identifiable information or data that we believe could be combined or correlated to identify a user or their behavior. We do not use customer DNS query information to facilitate advertising, either internally or via third- party advertisers.

Telephone Services
In procuring telephone services, we collect usage information, including calls made and received and their duration. We treat this information as private and access and/or disclosure is only made in compliance with Federal CPNI Regulations. We monitor and record calls with our customer care agents for quality, training, and analytics purposes. For more information on how we treat customer proprietary network information, see the Customer Proprietary Network Information Policy posted to our website at https://www.coosavalleyec.com/customer-information/.

Communicating with You
We may communicate with you online, including in browser notifications, concerning maintenance, security, and fraud prevention issues, as well as information from us that you may be interested in. If you prefer, you may opt-out of marketing emails to a specific address by notifying us in response to the email you receive, through the "unsubscribe" link found at the bottom of the email. We may send communications through text messages to the extent you have opted in or as permitted by law.

Special Exceptions
We reserve the right to disclose identifying information or data if we have a good faith belief it is necessary to: (1) comply with the law or legal process; (2) protect our network, rights, or property or those of others; (3) respond to fraud, abuse, or unauthorized reception or access; (4) enforce our Policies; or (5) act in an emergency to protect your safety or that of another person.

Information We Must Disclose for Legal Purposes
We routinely receive legal requests in the form of a warrant or subpoena for customer information from government and law enforcement personnel. We also receive discovery requests in civil cases. We cooperate by providing the information required by law or as compelled by legal processes.

Child Pornography
We work closely with the National Center for Missing and Exploited Children and other groups to eliminate child pornography on the Internet. The law requires us to report any evidence of apparent child pornography, and we may share your protected Services data in connection therewith.

Third-Party Security Precautions
Our Subscription Services may include or link to third-party websites, apps, ads, locations, platforms, code (e.g., plug-ins, application programming interfaces ("APIs"), and software development kits ("SDKs"), or other services ("Third-Party Service(s)"). These Third-Party Services may use their own cookies, web beacons, and other tracking technology to independently collect information about you and may solicit all manner of data from you.

Third-Party Services include third-party content provider apps and links that enable you to access third-party services via our subscription services ("Content Services"). When you access those Third-Party Services in this manner, you are interacting directly with the Third-Party Service even if you have not closed out of our Subscription Services. These third-party data collections are not to be considered a disclosure by Coosa Valley Technologies and when you use Third-Party Services, including Social Features, Content Services and Third-Party Networks, we are merely facilitating your access to those services, and you are subject to the data collection and use practices and privacy policies of the Third-Party Services and we are not responsible for their data practices. We encourage you to familiarize yourself with and consult their privacy policies and terms of use.

Taking Proper Security Precautions
Our Subscription Services are intended for use by a general audience and account holders must be of the age of majority or emancipated minors. We do not intend to or knowingly collect personal information (as the term is defined by the Children’s Online Privacy Protection Act ("COPPA") from children under the age of 13. If you believe your child may have provided us with their personal information, you can contact us, and we will delete their personal information to the extent required by COPPA.

FCC Do Not Call List
The national Do Not Call list protects home voice or personal wireless phone numbers. You can register your numbers on the national Do Not Call list by phone or on the Internet at no cost.

• To register via the Internet, go to https://www.donotcall.gov/index.html
• To register by phone, call 1-888-382-1222 (voice) or 1-866-290-4236 (TTY). You must call from the phone number you wish to register.

Telecommunications Relay Services permit persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities.

To make using TRS as simple as possible, you can dial 711 to be automatically connected to a TRS operator. It's fast, functional and free. Dialing 711, both voice and TRS users can initiate a call from any telephone, anywhere in the United States, without having to remember and dial a 10-digit access number.

Dial 711 Using Private Branch Exchanges and VoIP

FCC rules require all telephone companies that operate private branch exchanges (PBXs) - a private telephone system within an organization - to implement 3-digit 711 dialing for access to TRS. This includes wireline, wireless and payphone providers. PBX operators are required to modify their equipment to enable 711 dialing to ensure everyone has easy access to TRS.

Callers from locations served by PBXs may be required to dial 9 or another prefix before entering the 711 code or placing an outside call.

Providers of interconnected Voice over Internet Protocol (VoIP) service also must offer 711 dialing
service.

911 Calls

The Americans with Disabilities Act requires that people with disabilities who use TTYs or other devices have direct, equal access to emergency response services. In the event of an emergency, TTY users should call 911 directly and not make a TRS call via 711.

Video & Internet-based relay services

711 dialing access does not work for Video Relay Service (VRS), Internet Protocol Relay (IP Relay) or IP Captioned Telephone Service (IP CTS) calls, because such calls are initiated through the Internet. Hearing persons initiating a VRS, IP Relay, or IP CTS call should call their party directly, and a communications assistant will be automatically connected to the call.

More Information on TRS

For more information about the various types of TRS, Visit the Federal communications Commission (FCC) Consumer guide or the Disability Rights Office webpage.

Filing a Complaint

You have multiple options for filing a complaint with the FCC:

• Visit the Consumer Inquiries and Complaint Center page to file a complaint.
• Phone: (888) CALL-FCC; TTY: (888) TELL-FCC; ASL: (844) 432-2275
• Mail (please include your name, address, contact information and as much detail about your complaint as possible):
  • Federal Communications Commission
    Consumer and Governmental Affairs Bureau
    Consumer Inquiries and Complaints Division
    45 L Street Northeast
    Washington, DC 20554

Alternate Formats

To request this article in an alternate format - braille, large print, Word or text document or audio - write or call us at the address or phone number at the bottom of the page, or send an email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
45 L Street Northeast, Washington, DC 20554

• 1-888-CALL-FCC 
• TTY: 1-888-TELL-FCC
• Consumer Governmental Affairs Bureau webpage

Last Reviewed: 01/10/20

In August 2019, FCC staff—in consultation with the U.S. Department of Health and Human Services’ Substance Abuse and Mental Health Services Administration, the Department of Veteran Affairs, and the North American Numbering Council—released a report recommending the use of 988 as the 3-digit code for the National Suicide Prevention Lifeline. In July 2020, the FCC adopted rules designating this new phone number for Americans in crisis to connect with suicide prevention and mental health crisis counselors. The transition, which will take place over the next 2 years, will result in phone service providers directing all 988 calls to the existing National Suicide Prevention Lifeline by July 16, 2022.

• Report on the National Suicide Hotline Improvement ACT of 2018 (PDF) 

Topline Takeaways on 988

• Suicide prevention is a critical need. Since 2008, suicide has ranked as the tenth leading cause of death in the United States. Suicide claimed the lives of more than 48,000 Americans in 2018, resulting in about one death every 11 minutes.
• Americans who need help today can find it by calling the National Suicide Prevention Lifeline. The National Suicide Prevention Lifeline can be reached by calling (800) 273-TALK and through online chats. Veterans and Service members may reach the Veterans Crisis Line by pressing 1 after dialing, as well as by chatting online at the Veterans Crisis Line website or texting 838255.
• The National Suicide Prevention Lifeline is a national network of approximately 170 local- and state-funded crisis centers. The Department of Health and Human Services’ Substance Abuse and Mental Health Services Administration administers the National Suicide Prevention Lifeline, in partnership with the Department of Veterans Affairs, which manages the Veterans Crisis Line.
• Under the new rules, calls to 988 will be directed to (800) 273-TALK, which will remain operational during and after the 988 transition.
• The requirement to transition to 988 as the National Suicide Prevention Hotline will take effect on July 16, 2022. The transition time gives phone companies time to make necessary network changes. It additionally provides time for the National Suicide Prevention Lifeline to prepare for a likely increase in the volume of calls following the switch.
• The adoption of the new rules reflects a commitment to delivering Americans necessary intervention services. Switching to an easy-to-remember 988 as the ‘911’ for suicide prevention and mental health crisis services will make it easier for Americans in crisis to access the help they need and decrease the stigma surrounding suicide and mental health issues. FCC staff first proposed 988 as a 3-digit, nationwide number in a report submitted to Congress in 2019.

To learn more, visit the Suicide Prevention Hotline webpage.

In 2020, Congress designated the new 988 dialing code to operate through the existing National Suicide Prevention Lifeline.

The Substance Abuse and Mental Health Services Administration (SAMHSA) is the lead federal agency, in partnership with the Federal Communications Commission and the Department of Veterans Affairs, working to make the promise of 988 a reality for America. Moving to a 3-digit dialing code is a once-in-a-lifetime opportunity to strengthen and expand the existing National Suicide Prevention Lifeline (the Lifeline).

Of course, 988 is more than just an easy-to-remember number—it is a direct connection to compassionate, accessible care and support for anyone experiencing mental health related distress – whether that is thoughts of suicide, mental health or substance use crisis, or any other kind of emotional distress. Preparing for full 988 implementation requires a bold vision for a crisis care system that provides direct, life-saving services to all in need.

SAMHSA sees 988 as a first step towards a transformed crisis care system in much the same way as emergency medical services have expanded in the US.

In pursuit of this bold yet achievable vision, SAMHSA is first focused on strengthening and expanding the existing Lifeline network, providing life-saving service to all who call, text or chat via 988. Longer term, SAMHSA recognizes that linking those in crisis to community-based providers—who can deliver a full range of crisis care services— is essential to meeting crisis needs across the nation.

Frequently Asked Questions

What is the Lifeline and will 988 replace it?

The Lifeline is a national network of over 200 local, independent, and state-funded crisis centers equipped to help people in emotional distress or experiencing a suicidal crisis. Moving to 988 will not replace the Lifeline, rather it will be an easier way to access a strengthened and expanded network of crisis call centers. Beginning July 16, 2022, people can access the Lifeline via 988 or by the 10-digit number (which will not go away).

When will 988 go live nationally?

The 988 dialing code will be available nationwide for call (multiple languages), text or chat (English only) on July 16, 2022. Until then, those experiencing a mental health or suicide-related crisis, or those helping a loved one through crisis, should continue to reach the Lifeline at its current number, (800) 273-8255.

How is 988 different from 911?

988 was established to improve access to crisis services in a way that meets our country’s growing suicide and mental health related crisis care needs. 988 will provide easier access to the Lifeline network and related crisis resources, which are distinct from 911 (where the focus is on dispatching Emergency Medical Services, fire and police as needed).

How is 988 being funded?

Congress has provided the Department of Health and Human Services workforce funding through the American Rescue Plan, some of which will support the 988 workforce. At the state level, in addition to existing public/private sector funding streams, the National Suicide Hotline Designation Act of 2020 allows states to enact new state telecommunication fees to help support 988 operations.

Is 988 available for substance use crisis?

The Lifeline accepts calls from anyone who needs support for a suicidal, mental health and/or substance use crisis.

Urgent Realities

Too many Americans are experiencing suicide and mental health crises without the support and care they need. In 2020 alone, the US had one death by suicide about every 11 minutes — and for people aged 10 to 34 years, suicide is a leading cause of death.

Easier Access

Moving to an easy-to-remember, 3-digit dialing code will provide greater access to life-saving services.

There is Hope

Providing 24/7, free and confidential support to people in suicidal crisis or emotional distress works! The Lifeline helps thousands of people overcome crisis situations every day

For any questions email 988.

Call blocking is a tool used by phone companies to stop illegal and unwanted calls from reaching your phone. A recent FCC Call Blocking report found that by partnering with third-party analytics companies, providers are able to block billions of unwanted calls to American consumers each year.

Phone companies sometimes block calls connected to suspicious calling patterns proactively for their customers. Many phone companies also enable their customers to block additional unwanted calls by enrolling in a service or installing an app. Consumers can also adjust certain settings on their phone, sign up with a third-party service, or download a third-party app to block suspected unwanted calls.

Depending on your service provider, a blocked call may go straight to your voicemail, you may hear a single ring and get caller ID information from the blocked call, or you may get no notice at all.

Many phone companies are taking advantage of FCC rules that allow consumers to be enrolled automatically in call blocking services, but you can opt-out if you are concerned about missing wanted calls. A number of companies also offer call labeling to help consumers determine which calls they want to answer. Labeling services display categories for potentially unwanted or illegal calls such as "spam" or "scam likely" on the caller ID display.

Call Blocking & Labeling Resources

Contact your phone company to learn more about the blocking and labeling solutions that may be available to protect you from unwanted and illegal calls. There may also be apps you can download for your mobile device – at little or no cost – to block or label potential spam calls. In addition to callblocking and labeling services, you should also check with your wireless device manufacturer about built-in features you can use to block unwanted calls from specific numbers using your cell phone's settings.

The resources listed provide information on many of the call blocking and labeling tools currently available to consumers.

Wireless/Mobile

• AT&T: Mobile security and call protection services.
• Google Project Fi: Call blocking options for Project Fi wireless service.
• Sprint: Call blocking options using My Sprint.
• T-Mobile: Call-protection options to identify or block potential scammers.
• U.S. Cellular: Automatic network call identification, labeling, and blocking app options.
• Verizon: Call Filter FAQS for screening and blocking unwanted calls.

Landline/Wireline/VoIP

• AT&T: Information on Digital Phone Call Protect service, call blocking, and other features.
• CenturyLink: Customer tips and tools to block unwanted calls.
• Comcast: Call blocking options for XFINITY Voice subscribers.
• Frontier Communications: Consumer options for call blocking tools and services.
• Spectrum: Guide for using Nomorobo service to block robocallers.
• Verizon: Customer options for stopping unwanted calls to residential lines.

Third-Party Analytics Resources

• First Orion: Tools and services for mobile customers and businesses.
• Hiya: Tools and services for mobile phones; Hiya Connect for businesses.
• Nomorobo: Tools and services for VoIP landlines and mobile phones.
• TNS Call Guardian: Call analytics solutions for businesses.
• YouMail: Tools and services for individuals and businesses.

Wireless Device Solutions

• Apple iPhones have an opt-in “Silence Unknown Callers” call-screening and blocking feature.
• Google Pixel phones have a “Call Screen” call-screening and blocking feature; Google offers several free, opt-in, call-blocking tool apps for Android phones; and Google Voice users can use a call management tool to block unwanted calls.
• Samsung partners with Hiya to offer a call-blocking solution called Smart Call to label potentially unwanted calls.

Trade Association Consumer Resources and Information

• CTIA: Consumer resources for stopping robocalls.
• US Telecom: Consumer information on illegal robocalls.

*The resources listed are provided for informational purposes. The FCC does not endorse any products or services listed, and is not responsible for the content, accuracy, completeness, or timeliness of nonFCC websites.

How Businesses Can Avoid Having Legitimate Calls Blocked

Phone companies, or their partner service providers, look for suspicious calling patterns in their ongoing efforts to proactively block unwanted and illegal calls. False-positive blocking may occur if a legitimate business or other entity places calls using a pattern similar to those associated with unwanted – and often illegal – robocalls.

Here are some best practices to avoid being blocked:

• Always use a valid outgoing number.
• Never display an invalid number in caller ID.
• Never substitute a phone number in caller ID to which you do not subscribe.
• Do not use an outgoing number that is on the Do Not Originate list.
• Limit the number of calls placed per minute, particularly outside of normal business hours.
• Limit the number of times you call numbers back within a short time frame.

You should also periodically check with phone companies and third-party analytics companies about consumer complaints for the numbers you use to place calls.

When leaving messages include a consistent call-back number and consider including additional contact information that recipients can use to report concerns.

You can also use different outbound numbers for different purposes. For example, customer support call-backs are less likely to be blocked based on complaints if they are made using a distinct number and not one shared with outbound telemarketing calls, which may draw complaints.

In addition, be sure to register the valid numbers you plan to use for outgoing calls with the entities listed below, not just the phone company that provides your service.

• AT&T: Call (800) 337-5373, email GFO Business, or contact Hiya through its website. Calling parties can also provide feedback at Hiya’s portal.
• CenturyLink: Email Robocall , or visit the Nomorobo website and choose “Report a Number.”
• First Orion: Call Transparency website
• Frontier: Email Frontier, or contact Nomorobo.
• Hiya: Hiya provides a service for legitimate businesses to register, through the Hiya Connect.
• Nomorobo: Visit the Nomorobo website and choose “Report a Number.” Nomorobo has a white list feature to which subscribers can add numbers in order to prevent erroneous blocking.
• Sprint: Call (888) 211-4727 or visit the TNS website.
• T-Mobile: Visit the T-mobile website or the First Orion website.
• TNS: TNS provides a portal on its website for identifying inaccuracies, through its robocall feedback website, and it allows companies to subscribe to alerts to inform them when the number is classified as a spammer, spoofer, scammer, or robocaller.
• US Cellular: Call (888) 944-9400 or visit the US Cellular website.
• Verizon: Visit the Verizon website.
• Windstream: Call (800) 347-1991 or contact by email at Windstream website.

Some of the above companies also offer call labeling to help consumers decide which calls they want to answer. These companies may be able to address any questions you have regarding how your calls are being labeled.

Know the Rules

First and foremost, make sure you have the consent of the person you are calling before you call. FCC rules require a caller to obtain written consent – on paper or by electronic means such as a website form or a telephone keypress – before making a prerecorded telemarketing call to a landline phone number or before making an autodialed or prerecorded telemarketing call to a wireless phone number. FCC rules also require callers to obtain oral or written consent before making autodialed or prerecorded non-telemarketing calls or texts to wireless numbers. There are exceptions to these rules, such as for emergencies involving danger to life or safety.

Under FCC rules, telemarketers calling your home must provide their name along with the name, telephone number, and address where their employer or contractor can be contacted. Telephone solicitation calls are prohibited before 8 a.m. and after 9 pm.

Telemarketers are no longer able to make telemarketing robocalls to wireline home telephones based solely on an "established business relationship," which may have been established when the consumer purchased something or contacted the business to ask questions. Prior express consent as described above is necessary, even if a telemarketer has an established business relationship with the called party.

Make sure you comply with the Do Not Call provisions of the Telemarketing Sales Rule. (See the Federal Trade Commission’s Do Not Call Q&A for more information.)

Learn more about unwanted calls and texts, including additional information on FCC rules for autodialed calls, at the FCC website.

Understand What the FCC Authorizes

Under FCC rules, voice service providers may block the following calls without consumer consent:

• Calls from unassigned, unallocated, or invalid numbers.
• Calls from numbers on the Do Not Originate list.

A voice service provider may also block calls that it deems are unwanted based on reasonable analytics, but the provider must allow their customers to opt out of this type of blocking.

Filing a Complaint

You have multiple options for filing a complaint with the FCC:

• File a complaint online at https://consumercomplaints.fcc.gov
• By phone: 1-888-CALL-FCC; TTY: 1-888-TELL-FCC; ASL: 1-844-432-2275
• By mail (please include your name, address, contact information and as much detail about your complaint as possible):
  • Federal Communications Commission
    Consumer and Governmental Affairs Bureau
    Consumer Inquiries and Complaints Division
    45 L Street Northeast Washington, DC 20554

Alternate Formats

To request this article in an alternate format - braille, large print, Word or text document or audio - write or call us at the address or phone number at the bottom of the page, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
45 L Street Northeast, Washington, DC 20554

• (888)CALL-FCC 
• TTY: (888) TELL-FCC
• Consumer Governmental Affairs Bureau webpage

Last Reviewed: 11/10/20

Closed captioning is the visual display of the audio portion of video programming. Captioning provides access to individuals who are deaf or have hearing loss and is often used in places where it is difficult to hear a TV program, such as restaurants and exercise facilities. FCC rules require captioned programs shown on TV to be captioned when re-shown on the internet.

Video Programming Rules

• The internet closed captioning rules only apply if the video programming was shown on TV in the U.S. with captions.
• "Full-length video programming" is video programming that is shown on TV and is distributed to end users, substantially in its entirety, through the internet.
• "Video clips" are excerpts of full-length video programming that are posted online. The rules require video programming distributors that show programming on TV to post captioned clips of their programming on their own websites or applications ("apps"). At this time, the video clips rules do not apply to third party websites or apps.
• Consumer-generated media (e.g., home videos) shown on the internet are not required to be captioned, unless they were shown on TV with captions.
• Movies shown on the internet are not required to be captioned unless they have been previously shown on TV with captions.

Implementation Schedule for Captioning Internet Video Programming

The following deadlines apply to video programming that is not in a distributor's internet online library before it is shown on TV with captions.

Full-length Internet Video Programming

Full-length internet video programming must be captioned if the programming is shown on TV in the U.S. with captions on or after the following dates:

• September 30, 2012, for prerecorded programming that is not "edited for internet distribution." "Edited for internet distribution" means the TV version has been substantially edited. Examples of substantial edits are deleting scenes or altering musical scores. Changing the number or duration of commercials is not considered substantial editing.
• March 30, 2013, for live and near-live programming.
  • "Live programming" is defined as programming that is shown on TV substantially simultaneously with its performance.
  • "Near-live programming" is defined as programming that is performed and recorded less than 24 hours before it was first shown on TV.
• September 30, 2013, for prerecorded programming that is substantially edited for internet distribution.

Internet Video Clips

Internet video clips must be captioned if the associated programming is shown on TV in the U.S. with captions on or after the following dates:

• January 1, 2016, where the video clip contains a single excerpt of a captioned TV program with the same video and audio that was shown on TV ("straight lift" clips).
• January 1, 2017, where a single file contains multiple straight lift video clips ("montages").
• July 1, 2017, for video clips of live and near-live TV programming (such as news or sporting events).
  • For clips of live programming, up to a 12-hour delay is permitted in posting a captioned clip after the programming has been shown on TV.
  • For clips of near-live programming, up to an 8-hour delay is permitted in posting a captioned clip after the programming has been shown on TV.

Archival Internet Video Programming

The following deadlines apply to video programming that a distributor already shows on the internet. Distributors have extra time to add captions to video programming that they already show on the internet and that is later shown on TV with captions, as follows:

• Within 45 days after the date it is shown on TV with captions on or after March 30, 2014 and before March 30, 2015;
• Within 30 days after the date it is shown on TV with captions on or after March 30, 2015 and before March 30, 2016; and
• Within 15 days after the date it is shown on TV with captions on or after March 30, 2016.

Filing a Complaint or Seeking Assistance

If you experience a captioning problem after the implementation dates, you may file a written complaint with either the FCC or the video programming distributor or provider. If you choose to file your written complaint with the video programming distributor or provider, you may be able to find the contact information on the distributor's or provider's website. If you file your complaint with the FCC, the FCC will forward the complaint to the video programming distributor or provider.

Your written complaint must be filed within 60 days of the captioning problem. After receiving a complaint, either directly from you or from the FCC, the video programming distributor or provider will have 30 days to respond to the complaint. If you chose to first file your complaint with the video programming distributor or provider and it does not respond within 30 days, or if a dispute remains, you can still send your complaint to the FCC.

You have multiple options to contact the FCC if you wish to file a complaint or seek assistance:

• File a complaint online: fcc.gov/accessibilitycomplaints
• By phone: (888) CALL-FCC; TTY: (888) TELL-FCC; Videophone for ASL: (844) 432-2275
• By email
• By mail:Federal Communications Commission
  Consumer and Governmental Affairs Bureau
  Consumer Inquiries and Complaints Division
  45 L Street Northeast Washington, DC 20554

Please include your name, address, contact information, and as much detail about your complaint as possible.

What To Include in Your Complaint

Your complaint should include the following information:

• The name and postal address, website, or email address of the video programming distributor, provider and/or owner
• The video program or show with the captioning problem, including the name of the program or show
• The device and/or software used to view the program or show
• The date and time when you experienced the captioning problem
• A detailed description of the captioning problem, including specifics about the frequency and type of problem (e.g., captions cut off, captions missing)
• Any additional information that may assist in processing your complaint
• Resolution of your complaint may be delayed if the information above is incomplete.

You can also provide the FCC with any additional information you think appropriate (e.g., screen shots of the web page, written-out examples of garbled captions, video recordings you made of the captioning problem, etc.).

For More Information

For more information about FCC programs to promote access to telecommunications services for people with disabilities, visit the FCC's Disability Rights Office website.

Alternate Formats

To request this article in an alternate format - braille, large print, Word or text document or audio - write or call us at the address or phone number at the bottom of the page, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
45 L Street Northeast, Washington, DC 20554

• (888) CALL-FCC 
• TTY: 1-888-TELL-FCC
• Consumer Governmental Affairs Bureau webpage

Last Reviewed: 01/10/20

The FCC’s National Deaf-Blind Equipment Distribution Program provides equipment needed to make telecommunications, advanced communications and the Internet accessible for people who have significant combined vision and hearing loss. Through the program, also known as iCanConnect, qualified low-income deaf-blind residents of all 50 states, Washington D.C., Puerto Rico and Guam can receive free accessible communications equipment. Installation, training and other technical support, including individual assessments of each consumer’s specific accessibility needs, are also available.

Who Is Eligible To Receive Equipment?

Low-income individuals who are deaf-blind are eligible to receive equipment. Applicants must provide verification of their status as low-income and deaf-blind.

Under the Helen Keller National Center Act, a “deaf-blind” individual must have a vision loss and a hearing loss that, combined, cause extreme difficulty in attaining independence in daily life activities, achieving psychosocial adjustment or getting a job.

Income eligibility requirements – not more than 400% of the Federal Poverty Guidelines – are outlined in the following chart:

Source: U.S. Department of Health and Human Services

What Type of Equipment Is Available?

The equipment distributed through the program is designed to make communication accessible using: wireline and wireless telephones; internet-based voice communication; e-mail; instant messaging; interoperable video conferencing services; and internet information services. The equipment may be mainstream or specialized hardware, software or applications and must meet the needs of the deaf blind individual to achieve access. Equipment warranties, maintenance and repairs may also be provided if funding is available.

How Else Does a Certified Program Help?

In addition to distributing equipment, certified programs:

• Inform their communities about the program.
• Verify that applicants are eligible to receive equipment.
• Assess each applicant's communications equipment needs.

Certified programs may also help install and provide training for distributed equipment.

How Do I Find the Certified Program That Serves My State?

To find the NDBEDP certified program in your state, go to the I can Connect website, or call the FCC:

• Voice: (888) CALL-FCC
• TTY: (888) TELL-FCC
• Videophone: (844) 432-2275

Give Us Your Feedback

We want to hear from you. Tell us how the NDBEDP helped you or someone you know. Also, let us know how you think the program can be improved or what new types of technologies should be included for distribution. Email the FCC.

Accessible Formats

To request this article in an accessible format - braille, large print, Word or text document or audio - write or call us at the address or phone number at the bottom of the page, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
445 12th Street Southwest, Washington, DC 20554

• (888) CALL-FCC 
• TTY: (888) TELL-FCC
• Fax: 1-866-418-0232
• Consumer Governmental Affairs Bureau webpage

Last Reviewed 8/4/16

FCC rules under Section 255 of the Communications Act require telecommunications equipment manufacturers and service providers to make their products and services accessible to people with disabilities, if such access is readily achievable. Where access is not readily achievable, manufacturers and service providers must make their devices and services compatible with peripheral devices and specialized customer premises equipment that are commonly used by people with disabilities, if such compatibility is readily achievable.

Products & Services Covered Under Section 255

FCC rules cover all hardware and software telephone network equipment and telecommunications equipment used in the home or office. Such equipment includes telephones, wireless handsets, fax machines, answering machines and pagers.

FCC rules cover basic and special telecommunications services, including regular telephone calls, call waiting, speed dialing, call forwarding, computer-provided directory assistance, call monitoring, caller identification, call tracing and repeat dialing, as well as voice mail and interactive voice response systems that provide callers with menus of choices.

Definitions

Accessible

A product or service is deemed accessible if it provides accessible input, control and mechanical functions, as well as accessible output, display and control functions. For example, a pager that has both audio and visual controls for inputting information, as well as both audio and visual methods for retrieving messages, would be accessible to a person who is blind or deaf.

Usable

For a product or service to be usable, people with disabilities must be able to learn about and operate the product's or service's features effectively. This requirement includes providing access to information and documentation for the product or service, including instructions and user guides. In addition, companies must provide functionally equivalent access to support services, such as technical support hotlines and databases, call centers, service centers, repair services and billing services.

Compatible

The FCC requires that, where accessibility is not readily achievable, a product or service must be made compatible with peripheral devices or specialized equipment, if compatibility is readily achievable. Peripheral devices are devices that help make telecommunications products and services accessible to individuals with disabilities. Examples are teletypewriters (TTYs), visual signaling devices and amplifiers. To achieve compatibility, the FCC rules require:

• External electronic access to all information and control mechanisms
• A connection point for external audio processing devices
• The ability to connect with TTYs
• The ability to use TTY signals

Identifying Access Needs

Companies should engage in a number of activities to identify barriers to accessibility and usability. For example:

• When conducting market research, product design, testing, pilot demonstrations and product trials, companies should include individuals with disabilities in target groups for such activities.
• Companies should work cooperatively with disability-related organizations.
• Companies should undertake reasonable efforts to test access solutions with people with disabilities.

When Must Manufacturers & Service Providers Evaluate Access Needs?

Manufacturers and service providers must evaluate the accessibility, usability and compatibility of their equipment and services as early and consistently as possible throughout their design, development and manufacture. In addition, companies must review their products for accessibility at every "natural opportunity," including when they re-design products, upgrade services, or significantly change the way they group together product and service packages. Cosmetic changes that do not change the product's actual design may not trigger the need to reevaluate access.

Do Companies Need To Review All Their Products and Services for Accessibility and Usability?

Yes. Accessibility and usability must be assessed for individual products and services. Accessibility features that can be incorporated into the design of products or services with very little or no difficulty or expense must be put in each and every product or service.

How Will the FCC Determine Which Actions Are Readily Achievable?

The "readily achievable" standard requires companies to incorporate access features that are easily accomplishable without much difficulty or expense. In determining what is readily achievable, companies must balance the costs and nature of the access required with their available resources. Companies that have great resources will need to do more to achieve access than companies with smaller budgets.

The FCC will make readily achievable determinations on a case-by-case basis.

Is Network Architecture Covered by the FCC’s Section 255 Rules?

In addition to covering equipment and services, the FCC's rules require network architecture to be designed in a way that does not hinder access by people with disabilities. Network architecture covers the public switched telephone network, and includes hardware or software databases associated with routing telecommunications services.

How Can I Contact Manufacturers & Service Providers About Access Concerns?

Although not required to do so, you may want to contact a manufacturer or service provider before filing a complaint with the FCC. Telecommunications service providers and equipment manufacturers must provide the FCC with the name and contact information of the person (or persons) in their companies who are authorized to resolve accessibility complaints. The FCC makes this information available to consumers who want to contact the company's customer care representative directly about accessibility questions, concerns, or complaints. You can find this contact information on the FCC's website, email FCC, or by calling (202) 418-2517 (voice) or (202) 418-2922 (TTY).

Filing a Complaint With the FCC

To implement the Twenty-First Century Communications and Video Accessibility Act, the FCC changed the way it handles complaints about access to telecommunications services and equipment. Before an informal complaint can be filed, consumers with disabilities (or their representatives) must request assistance from the FCC Disability Rights Office. The Disability Rights Office will work with the consumer and the company for at least 30 days to try to resolve the accessibility problem.

Before an informal complaint can be filed, consumers with disabilities (or their representatives) must request assistance from the FCC Disability Rights Office. The Disability Rights Office will work with the consumer and the company for at least 30 days to try to resolve the accessibility problem.

The best way to provide the information that the Disability Rights Office needs to assist you, is to complete the Request for Dispute Assistance (RDA Form) online. You may also download or print the RDA Form. If you use the latter method, complete and submit your downloaded/printed request and any supporting documentation to the Disability Rights Office by email to the FCC, by fax to 202 418-0037, or by mail to:

Federal Communications Commission
Consumer and Governmental Affairs Bureau
Disability Rights Office
445 12th Street, SW Washington, D.C. 20554

If you are unable to obtain or use an RDA Form, your request for assistance should include the following:

• Your name, address, telephone number, and email address
• If communication by telephone or email is not accessible to you, your preferred method of communication
• The name of the manufacturer or service provider
• The type of device, model number, and any software involved
• When you purchased, acquired, or used (or tried to purchase, acquire, or use) the service or equipment
• When you became aware of the accessibility problem
• The way the service or equipment is not accessible to or usable by you
• If you contacted the company about your accessibility problem, how the company responded
• What you want the company to do to resolve your accessibility problem
• Any other information or documentation you think may help describe or resolve your accessibility problem

Your Request for Dispute Assistance will be assigned a case number. If your accessibility problem is not resolved in 30 days, you have 2 choices:

• You may request an additional 30 days for assistance to try to resolve your accessibility problem
• You may file an informal complaint about the accessibility problem with the FCC Enforcement Bureau.

To request an additional 30 days or file an informal complaint, contact the Disability Rights Office at (202) 418-2517 (voice) or (202) 418-2922 (TTY), email FCC, by fax to 202-418-0037, or by mail to the address above. You will need to provide your last name, zip code, and your Request for Dispute Assistance case number. If you take no action for 60 days after the 30-day time period ends, your case will be closed.

Accessible Formats

To request this article in an accessible format - braille, large print, Word or text document or audio - write or call us at the address or phone number above, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
445 12th Street Southwest, Washington, DC 20554

• • (888) CALL-FCC 
  • TTY: (888) TELL-FCC
  • Fax: 1-866-418-0232
  • Consumer Governmental Affairs Bureau webpage

Last Reviewed: 11/5/15

"Spoofing" occurs when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity. Spoofing is often used as part of an attempt to trick someone into giving away valuable personal information so it can be used in fraudulent activity or sold illegally. U.S. law and FCC rules prohibit most types of spoofing.

How Does Spoofing Work?

Caller ID lets consumers avoid unwanted phone calls by displaying caller names and phone numbers, but the caller ID feature is sometimes manipulated by spoofers who masquerade as representatives of banks, creditors, insurance companies, or even the government.

What You Can Do if You Think You’re Being Spoofed

You may not be able to tell right away if an incoming call is spoofed. Be careful about responding to any request for personal identifying information.

• Never give out personal information such as account numbers, Social Security numbers, mother's maiden names, passwords or other identifying information in response to unexpected calls or if you are at all suspicious.
• If you get an inquiry from someone who says they represent a company or a government agency seeking personal information, hang up and call the phone number on your account statement, in the phone book or on the company's or government agency's website to verify the authenticity of the request.
• Use caution if you are being pressured for information immediately.
• If you have a voice mail account with your phone service, be sure to set a password for it. Some voicemail services are preset to allow access if you call in from your own phone number. A hacker could spoof your home phone number and gain access to your voice mail if you do not set a password.

Is Spoofing Illegal?

Under the Truth in Caller ID Act, FCC rules prohibit any person or entity from transmitting misleading or inaccurate caller ID information with the intent to defraud, cause harm, or wrongly obtain anything of value. If no harm is intended or caused, spoofing is not illegal. Anyone who is illegally spoofing can face penalties of up to $10,000 for each violation. In some cases, spoofing can be permitted by courts for people who have legitimate reasons to hide their information, such as law enforcement agencies working on cases, victims of domestic abuse or doctors who wish to discuss private medical matters.

Is Blocking a Phone Number the Same Thing As Spoofing?

Spoofing is not the same thing as blocking a phone number. FCC rules require telephone companies to make phone number blocking available and free for all calls between states (each state makes its own rules about calls that stay within the state). If you receive a phone call from an "unknown number," that phone number has been blocked, but not necessarily spoofed. Also, you can legally block the transmission of your phone number when you make calls, so your number will appear as "unknown."

What Are the FCC Rules Regarding Caller ID for Telemarketers?

FCC rules specifically require that a telemarketer:

• Transmit or display its telephone number or the telephone number on whose behalf the call is being made, and, if possible, its name or the name of the company for which it is selling products or services.
• Display a telephone number you can call during regular business hours to ask to no longer be called. This rule applies even to companies that already have an established business relationship with you.

How Do I Report Suspected Spoofing?

If you receive a call and you suspect caller ID information has been falsified, or you think the rules for protecting the privacy of your telephone number have been violated, you can file a complaint in the Consumer Inquiries and Complaint Center.

Filing a Complaint

You have multiple options for filing a complaint with the FCC:

• File a complaint online at the Consumer Inquiries and Complaint Center
• By phone: 1-888-CALL-FCC; TTY: 1-888-TELL-FCC; ASL: 1-844-432-2275
• By mail (please include your name, address, contact information and as much detail about your complaint as possible):
  • Federal Communications Commission
    Consumer and Governmental Affairs Bureau
    Consumer Inquiries and Complaints Division
    445 12th Street, Southwest
    Washington, DC 20554

More Information

Learn more about stopping unwanted calls and texts.

Accessible Formats

To request this article in an accessible format - braille, large print, Word or text document or audio - write or call us at the address or phone number at the bottom of the page, or send an email to the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
445 12th Street Southwest, Washington, DC 20554

• • (888) CALL-FCC 
  • TTY: (888) TELL-FCC
  • Fax: 1-866-418-0232
  • Consumer Governmental Affairs Bureau webpage

Last Reviewed 05/05/17

Telecommunications Relay Service is a telephone service that allows persons with hearing or speech disabilities to place and receive telephone calls. TRS is available in all 50 states, the District of Columbia, Puerto Rico and the U.S. territories for local and/or long-distance calls. TRS providers – generally telephone companies – are compensated for the costs of providing TRS from either a state or a federal fund. There is no cost to the TRS user.

How Does TRS Work?

TRS uses operators, called communications assistants (CAs), to facilitate telephone calls between people with hearing and speech disabilities and other individuals. A TRS call may be initiated by either a person with a hearing or speech disability, or a person without such disability. When a person with a hearing or speech disability initiates a TRS call, the person uses a teletypewriter (TTY) or other text input device to call the TRS relay center and gives a CA the number of the party that he or she wants to call. The CA places an outbound traditional voice call to that person, then serves as a link for the call, relaying the text of the calling party in voice to the called party, and converting to text what the called party voices back to the calling party.

What Forms of TRS Are Available?

There are several forms of TRS, depending on the particular needs of the user and the equipment available:

Text-to-Voice TTY-based TRS is a "traditional" TRS service using a TTY to call the CA at the relay center. TTYs have a keyboard and allow people to type their telephone conversations. The text is read on a display screen and/or a paper printout. A TTY user calls a TRS relay center and types the number of the person he or she wishes to call. The CA at the relay center then makes a voice telephone call to the other party to the call and relays the call back and forth between the parties by speaking what a text user types and typing what a voice telephone user speaks.

Voice Carry Over allows a person with a hearing disability, but who wants to use his or her own voice, to speak directly to the called party and receive responses in text from the CA. No typing is required by the calling party. This service is particularly useful to senior citizens who have lost their hearing, but who can still speak.

Hearing Carry Over allows a person with a speech disability, but who wants to use his/her own hearing, to listen to the called party and type his/her part of the conversation on a TTY. The CA reads these words to the called party, and the caller hears responses directly from the called party.

Speech-to-Speech Relay Service is used by a person with a speech disability. A CA (who is specially trained in understanding a variety of speech disorders) repeats what the caller says in a manner that makes the caller's words clear and understandable to the called party. No special telephone is needed.

Shared Non-English Language Relay Services - Due to the large number of Spanish speakers in the United States, the FCC requires interstate TRS providers to offer Spanish-to-Spanish traditional TRS. Although Spanish language relay is not required for intrastate (within a state) TRS, many states with large numbers of Spanish speakers offer this service on a voluntary basis. The FCC also allows TRS providers who voluntarily offer other shared non-English language interstate TRS, such as French-to-French, to be compensated from the federal TRS fund.

Captioned Telephone Service is used by persons with a hearing disability but some residual hearing. It uses a special telephone that has a text screen to display captions of what the other party to the conversation is saying. A captioned telephone allows the user, on one line, to speak to the called party and to simultaneously listen to the other party and read captions of what the other party is saying. There is a “two-line” version of captioned telephone service that offers additional features, such as call-waiting, *69, call forwarding, and direct dialing for 911 emergency service. Unlike traditional TRS (where the CA types what the called party says), the CA repeats or re-voices what the called party says. Speech recognition technology automatically transcribes the CA’s voice into text, which is then transmitted directly to the user’s captioned telephone text display.

IP Captioned Telephone Service combines elements of captioned telephone service and IP Relay. IP captioned telephone service can be provided in a variety of ways, but uses the Internet – rather than the telephone network – to provide the link and captions between the caller with a hearing disability and the CA. It allows the user to simultaneously both listen to, and read the text of, what the other party in a telephone conversation is saying. IP captioned telephone service can be used with an existing voice telephone and a computer or other Web-enabled device without requiring any specialized equipment. For more information regarding IP captioned telephone service, visit the Consumer Inquiries and Complaint Center.

Internet Protocol Relay Service is a text-based form of TRS that uses the Internet, rather than traditional telephone lines, for the leg of the call between the person with a hearing or speech disability and the CA. Otherwise, the call is generally handled just like a TTY-based TRS call. The user may use a computer or other web-enabled device to communicate with the CA. IP Relay is not required by the FCC but is offered by several TRS providers. For more information regarding IP Relay visit the Consumer Inquiries and Complaint Center.

Video Relay Service (VRS) – This Internet-based form of TRS allows persons whose primary language is American Sign Language to communicate with the CA in ASL using video conferencing equipment. The CA speaks what is signed to the called party and signs the called party’s response back to the caller. VRS is not required by the FCC but is offered by several TRS providers. VRS allows conversations to flow in near real time and in a faster and more natural manner than text-based TRS. Beginning January 1, 2006, TRS providers that offer VRS must provide it 24 hours a day, seven days a week, and must answer incoming calls within a specific period of time so that VRS users do not have to wait for a long time. For more information regarding VRS visit the Video Relay Services page.

711 Access to TRS

Just as you can call 411 for information, you can dial 711 to connect to certain forms of TRS anywhere in the United States. Dialing 711 makes it easier for travelers to use TRS because they do not have to remember TRS numbers in every state. Because of technological limitations, however, 711 access is not available for the Internet-based forms of TRS (VRS and IP Relay).

For more information regarding 711, visit the 711 for TTY-Based Telecommunications Relay Service page.

Mandatory Minimum Standards for TRS

TRS providers must offer service that meets certain mandatory minimum standards set by the FCC. These include:

• The CA answering or placing a TRS call must stay with the call for a minimum of 10 minutes to avoid disruptions to the TRS user (15 minutes for STS calls)
• Most forms of TRS must be available 24 hours a day, 7 days a week
• TRS providers must answer 85 percent of all calls within 10 seconds (but there are different answer speed rules for VRS)
• TRS providers must make best efforts to accommodate a TRS user's requested CA gender
• CAs are prohibited from intentionally altering or disclosing the content of a relayed conversation and generally must relay all conversation verbatim unless the user specifically requests summarization
• TRS providers must ensure user confidentiality and CA’s (with a limited exception for STS) may not keep records of the contents of any conversation
• The conversation must be relayed in real time
• CAs must provide a minimum typing speed for text-based calls and VRS CAs must be qualified interpreters
• For most forms of TRS, the provider must be able to handle emergency (911) calls and relay them to the appropriate emergency services
• Emergency call handling procedures have been established for all kinds of TRS.

Users of Voice over Internet Protocol (VoIP) service, also can access relay services by dialing 711.

Don’t Hang Up!

Some people hang up on TRS calls because they think the CA is a telemarketer. If you hear, "Hello. This is the relay service…" when you pick up the phone, please don’t hang up! You are about to talk, through a TRS provider, to a person who is deaf, hard-of-hearing, or has a speech disability.

Filing a Complaint

You have multiple options for filing a complaint with the FCC:

• Visit the Consumer Inquiries and Complaint Center to file a complaint online.
• By phone: (888) CALL-FCC; TTY: (888) TELL-FCC
• By mail (please include your name, address, contact information and as much detail about your complaint as possible):
  • Federal Communications Commission
    Consumer and Governmental Affairs Bureau
    Consumer Inquiries and Complaints Division
    45 L Street Northeast Washington, DC 20554

For More Information

For more information about FCC programs to promote access to telecommunications services for people with disabilities, visit the FCC's Disability Rights Office website.

Alternate Formats

To request this article in an alternate format - braille, large print, Word or text document or audio - write or call us at the address or phone number at the bottom of the page, or email the FCC.

Federal Communications Commission

Consumer and Governmental Affairs Bureau
45 L Street Northeast, Washington, DC 20554

• (888) CALL-FCC 
• TTY: (888) TELL-FCC
• Consumer Governmental Affairs Bureau webpage

Last Reviewed 12/31/19

Robocalls and texts can be annoying, frustrating and even worse - Fraudulent. The FCC is Committed to protecting you from illegal robocalls, texts and caller ID spoofing.

What You Can Do

• Put your mobile and landline numbers on the national Do Not Call Registry. Visit the National Do Not Call Registry webpage or (888) 382-1222 from the number you want to register.
• Research apps, services or devices that help block unwanted calls.
• Don't answer calls from unknown callers. That could verify you have an active line. Never call back an unfamiliar number – it may lead to a scam.
• Spoofed caller ID numbers may trick you into answering. If you answer a spoofed call, hang up immediately. Do not respond to even simple questions or requests.
• Scam callers may pretend to represent an organization, business or even a government agency. Never reveal any personal or financial information unless you can independently verify the caller.
• FCC rules offer protection against unwanted calls and texts. File a complaint with the FCC to help us determine where to take action. Visit the Consumer Inquiries and Complaint Center.

Visit the Stop Unwanted Robocalls and Texts webpage to Find web resources and learn more.

Coosa Valley Technologies Customer Notification

Coosa Valley Technologies (the “Company”) is committed to maintaining the privacy of all of its Users. In addition to protecting your personal information, as outlined in the Company’s Privacy Policy, we are obligated to provide additional protections to certain information about how you use your telephone services.

CPNI Protections

As a User of our telephone services, you have the right, and the Company has a duty, under federal law, to protect the confidentiality of certain types of telephone related services, including:

1. Information about the quantity, technical configuration, type, destination, location, and amount of your use of your telephone usage
2. Information contained on your telephone bill concerning the services that you receive.

That information, when matched to your name, address, and telephone number is known as “Customer Proprietary Network Information” or CPNI. Examples of CPNI include information typically available from telephone-related details on your monthly bill, technical information, type of service, current telephone charges, long distance and local service billing records, directory assistance charges, call usage data and calling patterns. CPNI does not include your name, address and telephone number, as this is common publicly available information. CPNI protections do not extend to Internet access services.

Giving Permission

From time to time, the Company would like to use the CPNI information it has access to in order to provide you with information about our communications-related products and services or special promotions. Our use of CPNI may also enhance our ability to offer products and services tailored to your specific needs. Accordingly, we would like your permission so that we may use this CPNI to let you know about communications-related services other than those to which you currently subscribe. When you contact our Customer Service Center, we will ask for your permission to access your phone service data in order to serve you.

You do have the right to restrict our use of your CPNI at any time. If you deny or restrict your permission for use of your CPNI, you will suffer no effect, now or in the future, on how we provide phone services to which you subscribe.

From time-to-time the Company may want to share your individual CPNI with its independent contractors and joint venture partners in order to provide you with additional or promotional communications-related products and services or special promotions. Prior to sharing any individual CPNI with independent contractors or joint venture partners we will obtain written permission from you to do so.

Customer Authentication

Federal privacy rules require Company to authenticate the identity of its customer prior to disclosing CPNI. Customers contacting our Customer Service Center can discuss their services and billings with a Company representative once that representative has verified the caller’s identity. There are three methods by which we will conduct customer authentication:

1. By having the Customer provide a pre-established password and/or PIN; by having the customer provide a pre-established password created at the time of their Service Contract execution and account set up.
2. By calling the Customer back at the telephone number associated with the services purchased;
3. By emailing, if applicable, the requested documents to the Customer’s email address of record.

Passwords and/or PINs may not be any portion of the Customer’s social security number, mother’s maiden name, telephone number associated with the Customer’s account or any pet name. In the event the Customer fails to remember their password and/or PIN, our customer service representatives will ask the Customer a series of questions known only to the Customer and Company, i.e. Security Questions in order to authenticate the Customer. In such an instance, the Customer will then establish a new password/PIN associated with their account.

Notifications of Certain Account Changes

Company will be notifying Customers of certain account changes. For example, whenever an online account is created or changed, or a password or other form of authentication (such as a “security question and answer”) is created or changed, Company will notify the account holder by either the E-mail address that they provided or by mailing the notification to their address of record. Additionally, after an account has been established, when a customer’s address (whether postal or E-mail) changes or is added to an account, Company will also send a confirmation notification.

Disclosure of CPNI

Company may disclose CPNI in the following circumstances:

• When the Customer has provided permission for the use of their CPNI;
• When disclosure is required by law or court order;
• To protect the rights and property of Company or to protect Customers and other carriers from fraudulent, abusive, or unlawful use of services;
• When a carrier requests to know whether a Customer has a preferred interexchange carrier (PIC) or Local Port freeze on their account; or
• For directory listing services to be provided.
• To provide the services to the Customer, including Customer reported trouble management.
• To bill the Customer for services.

Protecting CPNI

The Company uses numerous methods to protect your CPNI. This includes software enhancements that identify whether a Customer has approved use of their CPNI. Further, all Company employees are trained on how CPNI is to be protected and when it may or may not be disclosed. All marketing campaigns are reviewed by a Company supervisory committee to ensure that all such campaigns comply with applicable CPNI rules.

The Company maintains records of its own and its joint venture partners and/or independent contractors (if applicable) sales and marketing campaigns that utilize Customer CPNI. Included in this, is a description of the specific CPNI that was used in the sales or marketing campaign. We also maintain records of all instances in which CPNI is disclosed to third parties or where third parties were allowed access to Customer CPNI. Maintenance of records is in accordance with our Document Retention Policy.

The Company will not release CPNI during customer-initiated telephone contact without first authenticating the Customer’s identity in the manner set-forth herein. Violation of this CPNI policy by any Company employee will result in disciplinary action as set-forth in the Company Employee Manual.

Breach of CPNI

Protections In the event the Company experiences a privacy breach and CPNI is disclosed to unauthorized persons, Federal rules require the Company to report such breaches to law enforcement. Specifically, the Company will notify law enforcement no later than 7 business days after a reasonable determination that such breach has occurred by sending electronic notification through a central reporting facility to the United States Secret Service and the FBI. A link to the reporting facility can be found at the Data Breach Reporting Portal. The Company cannot inform its Customers of the CPNI breach until at least 7 days after notification has been sent to law enforcement, unless the law enforcement agent instructs the carrier to postpone disclosure pending investigation. Additionally, the Company is required to maintain records of any discovered breaches, including the date that the breach was discovered, the date carriers notified law enforcement and copies of the notifications to law enforcement, a detailed description of the CPNI breach, including the circumstances of the breach, and law enforcement’s response (if any) to the reported breach. The Company will retain these records for a period of no less than 2 years.

Notification of Changes to Our CPNI Policy

Should we modify this CPNI Policy, we will post the changes on our homepage and/or in other places that we deem appropriate, so that you can be aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.

We reserve the right to modify this CPNI Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective May 31, 2022

This Acceptable Use Policy applies to Internet and related services (“Services”) delivered by Coosa Valley Technologies. This policy is designed to encourage our customers and others (“Users”) to use the Services responsibly and to enable us to provide our Users with secure, reliable and productive Services.

General Conduct

The Coosa Valley Technologies network and Services may be used only for lawful purposes. Coosa Valley Technologies is not responsible for the content of any websites linked to or accessible by the Services; links are provided as Internet navigation tools only. Users may not use the network or Services in order to transmit, distribute or store material

• In violation of any applicable law
• In a manner that will infringe the copyright, trademark, trade secret or other intellectual property rights of others or the privacy, publicity or other personal rights of others
• That is obscene, threatening, abusive or otherwise illegal, or that contains a virus, worm, Trojan horse, or other harmful component
• That contains fraudulent offers for goods or services, or any advertising or promotional materials that contain false, deceptive or misleading statements, claims or representations.

Users are also subject to the acceptable use policies, as amended from time to time, of any third-party provider of Services to Coosa Valley Technologies.

Internet Services

While Coosa Valley Technologies does not at this time impose bandwidth allotments (i.e., data caps), we reserve the right, in our sole discretion, to enforce bandwidth allotments depending upon your level of usage and the level of Service(s) purchased. If bandwidth allotments are imposed, and if you have exceeded the appropriate level of Internet usage in any given month, we will notify you using the method you indicated in your Service Agreement. You agree to pay additional charges upon notice. Coosa Valley Technologies reserves the right, in its sole discretion, to enforce bandwidth allotments on a customer-by-customer basis, if your usage exceeds 10 times the average customer usage for your specific customer classification.

User Responsibility for Content

Coosa Valley Technologies does not assume any responsibility, control, oversight, ownership, or other interest in the E-mail messages, websites, content or other electronic data (in any form) of its Users, whether or not such electronic information is stored in, contained on or transmitted over property, equipment or facilities of Coosa Valley Technologies. Users are and shall remain solely responsible for such electronic information.

E-mail

Users may not send unsolicited E-mail messages including, without limitation, bulk commercial advertising or informational announcements (“spam”) in a way that could be reasonably expected to adversely impact the Services, including, without limitation, using an E-mail account on the Coosa Valley Technologies Network to send spam, or using the service of another provider to send spam or to promote a site hosted on or connected to the Services. In addition, Users may not use the Services in order to

• Send E-mail messages which are excessive and/or intended to harass others
• Continue to send E-mail messages to a recipient that has indicated that he/she does not wish to receive them
• Send E-mail with forged packet header information
• Send malicious E-mail, including, without limitation, “mail bombing,”
• Send E-mail messages in a manner that violates the use policies of any other internet service provider.

Forum Posts & Blogs

Users who post messages to internet forums or who blog are responsible for becoming familiar and complying with any terms and conditions or other requirements governing use of such forums or blogs. Regardless of such policies, Users may not (a) post the same message, or a series of similar messages, to one or more forum or newsgroup (excessive cross-posting, multiple-posting, or spamming), (b) cancel or supersede posts not originally posted by such User, unless such User does so in the course of his/her duties as an official moderator, (c) post any message with forged packet header information, or (d) post messages that are excessive and/or intended to annoy or harass others, including, without limitation, chain letters.

Notice & Procedure for Making Copyright Infringement Claims

Copyright infringement occurs when a copyrighted work is reproduced, distributed, performed, publicly displayed, or made into a derivative work without the permission of the copyright owner. If you believe that any material on the Coosa Valley Technologies website(s) has infringed your copyrighted material or that we are the hosting service provider and should be notified of a potential copyright infringement, please follow the procedure set forth below to make your claim. This procedure should only be used for making claims of copyright infringement. This information does not take the place of advice from your legal counsel. We provide this information to you and your Users for informational purposes only.

Rejection/Removal

Coosa Valley Technologies reserves the right to reject or remove any material residing on or transmitted to or through the Services that Coosa Valley Technologies, in its sole discretion, believes to be unacceptable or in violation of the law, this AUP, and/or the Terms and Conditions. Coosa Valley Technologies may immediately remove content if we believe such content is unlawful, violates the AUP and/or Terms and Conditions, or such removal is done pursuant to the Digital Millennium Copyright Act (or “DMCA”). Upon Coosa Valley Technologies request, Users shall terminate service to any third-party user or agent who, in our sole discretion, has violated the AUP, Terms and Conditions, or applicable law or regulations.

Reporting Other Suspected Violations of Use

To report other violations of use please contact the DMCA Agent using the information below. To report a child exploitation incident involving the Internet contact law enforcement immediately.

Notification of Copyright Claim

If you believe that a Web page is hosted by Coosa Valley Technologies and is violating your rights under U.S. copyright law, you may file a complaint of such claimed infringement with the Coosa Valley Technologies designated agent as described:

• Contact: Jeremy Wise, DMCA Agent
• Mail:
  • Coosa Valley Technologies
    Attn: Copyright Claims
    PO Box 837 Talladega, AL 35161
• E-mail Jeremy Wise

In compliance with Section 512(c)(3) of the U.S. Copyright Act DMCA Complaints must be in writing and contain the following information

1. A physical or electronic signature of a person authorized to act on behalf of the copyright owner of an exclusive right that is allegedly infringed
2. Identification of the copyrighted work claimed to have been infringed
3. Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information reasonably sufficient to permit Coosa Valley Technologies to locate the material
4. Information reasonably sufficient to permit Coosa Valley Technologies to contact the complaining party, such as an address, telephone number, and, if available, an electronic mail address at which the complaining party may be contacted
5. A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law
6. A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

Be aware that anyone who makes false claims or misrepresentations concerning copyright infringement may be liable for damages under the DMCA.

Coosa Valley Technologies’s Response to Infringement Claims

Upon receipt of a compliant infringement notification we will respond within 10 business days confirming the receipt of the notification. Within an additional 10 business days we shall notify the alleged infringing party of receipt of the notification and will render a cease and desist letter inclusive of the counter-notification options described below.

Counter-Notification in Response to Claim of Copyright Infringement In compliance with Section 512(g)(3) of the U.S. Copyright Act if a notice of copyright infringement has been wrongly filed against you and you would like to submit a counter-notice, please forward your counter-notice to the Coosa Valley Technologies designated agent at the address noted above. This process will invoke a dispute between you and the complaining party. Your counter-notification must be in writing and contain the following information:

1. A physical or electronic signature of an authorized person
2. Identification of the material that was removed or access to which was disabled and the location at which material appeared before it was removed or access to it was disabled
3. A statement under penalty of perjury that the alleged infringer has a good faith belief that the material was removed or disabled as a result of mistake or misidentification
4. Your name, address, and telephone number, and a statement that you consent to the jurisdiction of the federal district court for the federal district in which you are located and that you will accept service of process from the complainant

You should be aware that substantial penalties under U.S. law apply for a false counter-notice filed in response to a notice of copyright infringement.

System & Network Security

Users are prohibited from violating or attempting to violate the security of Coosa Valley Technologies, including, without limitation

1. Accessing data not intended for such User or logging into a server or account which such User is not authorized to access
2. Attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization
3. Attempting to interfere with, disrupt or disable service to any user, host or network, including, without limitation, via means of overloading, flooding, mail bombing or crashing
4. Forging any packet header or any part of the header information in any E-mail or newsgroup posting
5. Taking any action in order to obtain services to which such User is not entitled

Violations of system or network security may result in civil or criminal liability. We may investigate occurrences that may involve such violations, and we may involve and cooperate with law enforcement authorities in prosecuting Users who are alleged to be involved in such violations.

Suspension or Termination

Any User which Coosa Valley Technologies determines, in its sole discretion, to have violated any element of this Acceptable Use Policy shall receive a written warning, and may be subject at our discretion to a temporary suspension of service pending such User’s agreement in writing to refrain from any further violations; provided that Coosa Valley Technologies may immediately suspend or terminate such User’s service without issuing such a warning if Coosa Valley Technologies in its sole discretion deems such action necessary. If we determine that a User has committed a second violation of any element of this Acceptable Use Policy, such User shall be subject to immediate suspension or termination of service without further notice, and we may take such further action as we determine to be appropriate under the circumstances to eliminate or preclude such violation. Coosa Valley Technologies shall not be liable for any damages of any nature suffered by any customer, User, or any third party resulting in whole or in part from Coosa Valley Technologies exercise of its rights under this Policy.

Service Monitoring

Coosa Valley Technologies has no obligation to monitor the services but may do so and disclose information regarding the use of the services for any reason if we, in our sole discretion, believe that it is reasonable to do so, including to satisfy laws, regulations, or other governmental or legal requirements or requests; to operate the services properly, or to protect itself and its subscribers.

Privacy

Any User interacting with our site and providing Coosa Valley Technologies with name, address, telephone number, E-mail address, domain name or URL or any other personally identifiable information permits Coosa Valley Technologies to use such information for commercial purposes of its own, including contacting Users about products and services which may be of interest. All information concerning our users shall be kept in accordance with the Coosa Valley Technologies then-applicable Privacy Policy and the requirements of applicable law. Coosa Valley Technologies reserves the right to modify this Acceptable Use Policy at any time in its sole and absolute discretion. Changes and modifications will be effective when posted and any use of the Services after the posting of any changes will be considered acceptance of those changes.

No Waiver/Severability

Any failure of Coosa Valley Technologies to enforce this Policy shall not be construed as a waiver of any right to do so at any time. If any portion of this Policy is held invalid or unenforceable, that portion will be construed consistent with applicable law, and any remaining portions will remain in full force and effect.

Coosa Valley Technologies reserves the right to modify this Acceptable Use Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective May 31, 2022

FCC/FTC Red Flag Identity Theft Rules Compliance Statement

In compliance with the Federal Communications Commission’s (FCC) Substantive Rules 16 C.F.R. §681.2(b)(5), Coosa Valley Technologies is providing this notice to advise you of your rights concerning identity theft and Red Flag Rules. Coosa Valley Technologies has developed and implemented a written Identity Theft Prevention Program to detect, prevent, and mitigate identity theft in connection with the opening of certain accounts or certain existing accounts. The program addresses methods of identifying, detecting, and preventing Red Flags.

As a telecommunications service provider, Coosa Valley Technologies is subject to certain requirements under the Fair and Accurate Credit Transactions Act of 2003 governing Identity Theft Protection. The “Red Flag Rules” work closely with Customer Proprietary Network Information (CPNI) regulations. The Red Flag regulatory requirements are largely consumer protection provisions, which set forth the circumstances under which we identify a “red flag”, which is a pattern, practice or specific activity that indicates the possible existence of identity theft. Coosa Valley Technologies will supplement these policies and procedures as necessary and appropriate to ensure compliance with the Federal Trade Commission’s (“FTC”) regulatory requirements.

In all markets where we provide telecommunications services, we have a duty to protect the proprietary information of and personal information that is used in the extension of credit for the services we provide as it relates to telecommunication services.

When we receive personal information, such as social security numbers, credit or bank card numbers, driver’s licenses etc. we must ensure that we have taken the precautionary measures to protect this information from potential Identity Theft.

Coosa Valley Technologies makes every effort to detect Red Flags, such as by obtaining identifying information about and verifying the identity of a person opening an account. We also authenticate customers, monitor transactions and verify the validity of change of address requests. In order to prevent Identity Theft, we will not open a new account and will close an existing account and notify law enforcement if Red Flags are detected.

Coosa Valley Technologies reserves the right to modify this statement at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective: MM/DD/2022

How Coosa Valley Technologies Collects Your Information

Coosa Valley Technologies collects, and processes information provided directly by you when you install the CVTech Connect App and register for an account to use the App. Specifically, this information includes:

• Your name, email address, location, phone number.
• Browser information and session cookies related to your access and use of the App.
• Data insights Coosa Valley Technologies attains based on correlation and analytics of your information collected in providing the App, which may be used in aggregated and disaggregated formats or to obtain trend analytics, to provide the App; and
• Use of the above-described collected information in aggregated and dis-aggregated formats to enhance our current App or to provide App features.

How Coosa Valley Technologies Uses the Information

Coosa Valley Technologies uses the information collected as described in this Privacy Policy, including personal information, to:

• Provide you with the App as described in the Agreement.
• Implement, improve and/or enhance the App, including to make future releases available to you.
• Carry out Coosa Valley Technologies’ obligations as described or authorized in the Agreement and this Privacy Policy.
• Enforce Coosa Valley Technologies’ rights arising from the Agreement between you and Coosa Valley Technologies and
• Fulfill any other purpose authorized by you and reasonably required for the App.

Important Information Regarding Your Phone Service

Your Coosa Valley Technologies provided telephone ONT is powered by plugging it into an electrical wall outlet. In the event of an electrical outage, your ONT will not receive power, just like any other electrically powered device in your home or business. If this were to happen your telephone service, including any medical or security alert services, like E911, will not be available to you. A backup battery is designed to provide temporary power to the phone modem in the event electrical power in your home or business is lost. The length of time that your phone will be available during a power outage depends on many variables, including, but not limited to, the following:

1. Whether a backup battery remains properly installed in the phone modem
2. Whether a backup battery is properly charged; the condition and age of a backup battery
3. The amount of phone usage when the phone modem is utilizing power from a backup battery.

It is your responsibility to provide, maintain, monitor, and/or replace a backup battery.

Take note: If you have a medical alert system, or security equipment, you are strongly encouraged to utilize and maintain a battery back-up

Know Your Battery Backup Unit

Buttons

1. Alarm Silence – Press to silence audible alarm.
2. Battery Emergency Use – Press once to reboot the ONT and get up to 1 hour of battery life for emergency phone calls. Once pushed, all remaining battery life will be used.

Coosa Valley Technologies reserves the right to modify this Back Up Battery Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective: 01/01/2022

Notice & Procedure for Making Copyright Infringement Claims

Copyright infringement occurs when a copyrighted work is reproduced, distributed, performed, publicly displayed, or made into a derivative work without the permission of the copyright owner. If you believe that any material on the Coosa Valley Technologies website(s) has infringed your copyrighted material or that we are the hosting service provider and should be notified of a potential copyright infringement, please follow the procedure set forth below to make your claim. This procedure should only be used for making claims of copyright infringement. This information does not take the place of advice from your legal counsel. We provide this information to you and your Users for informational purposes only.

Rejection/Removal

Coosa Valley Technologies reserves the right to reject or remove any material residing on or transmitted to or through the Services that the Company, in its sole discretion, believes to be unacceptable or in violation of the law, the Company AUP, and/or the Terms and Conditions of the service provided. The Company may immediately remove content if we believe such content is unlawful, violates the AUP and/or Terms and Conditions, or such removal is done pursuant to the Digital Millennium Copyright Act (or “DMCA”). Upon the Company’s request, Users shall terminate service to any third-party user or agent who, in our sole discretion, has violated the AUP, Terms and Conditions, or applicable law or regulations.

Reporting Other Suspected Violations of Use

To report other violations of use please contact the DMCA Agent using the information below. To report a child exploitation incident involving the Internet contact law enforcement immediately.

Notification of Copyright

Claim If you believe that a Web page is hosted by Coosa Valley Technologies and is violating your rights under U.S. copyright law, you may file a complaint of such claimed infringement with the Coosa Valley Technologies designated agent as described below:

• Contact: Jeremy Wise
• Mail:
  • Coosa Valley Technologies
    Attn: Copyright Claims
    69220 AL-77 Talladega, AL 35160
• E-mail Jeremy Wise

In compliance with Section 512(c)(3) of the U.S. Copyright Act DMCA Complaints must be in writing and contain the following information

1. A physical or electronic signature of a person authorized to act on behalf of the copyright owner of an exclusive right that is allegedly infringed
2. Identification of the copyrighted work claimed to have been infringed
3. Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information reasonably sufficient to permit Company to locate the material;
4. Information reasonably sufficient to permit Company to contact the complaining party, such as an address, telephone number, and, if available, an electronic mail address at which the complaining party may be contacted
5. A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law
6. A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

Be aware that anyone who makes false claims or misrepresentations concerning copyright infringement may be liable for damages under the DMCA.

Coosa Valley Technologies Response to Infringement Claims

Upon receipt of a compliant infringement notification we will respond within 10 business days confirming the receipt of the notification. Within an additional 10 business days we shall notify the alleged infringing party of receipt of the notification and will render a cease and desist letter inclusive of the counter-notification options described below.

Counter-Notification in Response to Claim of Copyright Infringement

In compliance with Section 512(g)(3) of the U.S. Copyright Act if a notice of copyright infringement has been wrongly filed against you and you would like to submit a counter-notice, please forward your counter-notice to the Barry designated agent at the address noted above. This process will invoke a dispute between you and the complaining party. Your counter-notification must be in writing and contain the following information:

1. A physical or electronic signature of an authorized person
2. Identification of the material that was removed or access to which was disabled and the location at which material appeared before it was removed or access to it was disabled
3. A statement under penalty of perjury that the alleged infringer has a good faith belief that the material was removed or disabled as a result of mistake or misidentification
4. Your name, address, and telephone number, and a statement that you consent to the jurisdiction of the federal district court for the federal district in which you are located and that you will accept service of process from the complainant

You should be aware that substantial penalties under U.S. law apply for a false counter-notice filed in response to a notice of copyright infringement.

System & Network Security

Users are prohibited from violating or attempting to violate the security of Coosa Valley Technologies, including, without limitation

1. Accessing data not intended for such User or logging into a server or account which such User is not authorized to access
2. Attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization
3. Attempting to interfere with, disrupt or disable service to any user, host or network, including, without limitation, via means of overloading, flooding, mail bombing or crashing
4. Forging any packet header or any part of the header information in any E-mail or newsgroup posting
5. Taking any action in order to obtain services to which such User is not entitled.

Violations of system or network security may result in civil or criminal liability. We may investigate occurrences that may involve such violations, and we may involve and cooperate with law enforcement authorities in prosecuting Users who are alleged to be involved in such violations.

Suspension or Termination

Any User which the Company determines, in its sole discretion, to have violated any element of this Acceptable Use Policy shall receive a written warning, and may be subject at our discretion to a temporary suspension of service pending such User’s agreement in writing to refrain from any further violations; provided that Company may immediately suspend or terminate such User’s service without issuing such a warning if Company, in its sole discretion deems such action necessary. If we determine that a User has committed a second violation of any element of this Acceptable Use Policy, such User shall be subject to immediate suspension or termination of service without further notice, and we may take such further action as we determine to be appropriate under the circumstances to eliminate or preclude such violation. Coosa Valley Technologies shall not be liable for any damages of any nature suffered by any customer, User, or any third party resulting in whole or in part from Company’s exercise of its rights under this Policy.

Service Monitoring

Company has no obligation to monitor the services, but may do so and disclose information regarding the use of the services for any reason if we, in our sole discretion, believe that it is reasonable to do so, including to satisfy laws, regulations, or other governmental or legal requirements or requests; to operate the services properly, or to protect itself and its subscribers.

Privacy

Any User interacting with our site and providing Company with name, address, telephone number, E-mail address, domain name or URL or any other personally identifiable information permits Company to use such information for commercial purposes of its own, including contacting Users about products and services which may be of interest. All information concerning our users shall be kept in accordance with the Company then-applicable Privacy Policy and the requirements of applicable law. Company reserves the right to modify this Acceptable Use Policy at any time in its sole and absolute discretion. Changes and modifications will be effective when posted and any use of the Services after the posting of any changes will be considered acceptance of those changes.

No Waiver/Severability

Any failure of Coosa Valley Technologies to enforce this Policy shall not be construed as a waiver of any right to do so at any time. If any portion of this Policy is held invalid or unenforceable, that portion will be construed consistent with applicable law, and any remaining portions will remain in full force and effect.

Coosa Valley Technologies reserves the right to modify this DMCA Copyright Infringement Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective 01/01/2022

Introduction

Communications Assistance for Law Enforcement Act (“CALEA”) is intended to preserve the ability of law enforcement agencies to conduct electronic surveillance while protecting the privacy of information outside the scope of the investigation.

We will also require compliance with our Customer Protected Network Information (“CPNI”) Policy when responding to a request made under this CALEA Policy. Coosa Valley Technologies is a VoIP service provider and internet service provider. As the entity facing the end user subscriber Coosa Valley Technologies is the entity that can best verify the identity of the end user subscriber and furthermore is the best source for records relating to both the telephone number in use and the end user subscriber. Call Detail Records (“CDRs”): Typically, CDRs must be pursued directly from the entity facing the end user/subscriber. To the extent we have CDRs they are readily accessible for approximately 90 days. Compliance with our CPNI Policy will be required when responding to any request for CDRs. If, after your review of our CPNI guidelines, you believe Coosa Valley Technologies is the appropriate source for providing CDRs, please contact our CPNI Officer.

Civil Subpoenas

Subpoenas issued in matters of civil litigation in which Coosa Valley Technologies is a non-party must be served in accordance with our Civil Subpoena Guidelines, which also provides for methods of service, applicable fees, and requirement for a protective order when seeking CDR’s.

Civil Subpoena Guidelines

Civil litigants will generally want to issue an initial request to Coosa Valley Technologies for the purpose of identifying our customer and thereafter, pursue CDRs through a legal subpoena directly to that customer. Coosa Valley Technologies will initially and conditionally provide an estimate of the Coosa Valley Technologies CDR Processing Fee applicable to all requests for CDRs.

Protective Order

Where Coosa Valley Technologies is required to provide/produce CDRs, such production will only occur pursuant to a protective order issued by the court having jurisdiction in the case. Such orders will be limited in both access and use, specifically for purposes of litigation and appeal.

Trace Back Exception

Call Trace Back is the exceptional, isolated circumstance in which Coosa Valley Technologies

CDRs may contain some unique information. Call Trace Back is the telecom industry’s process of recreating the path of a telephone call in reverse (i.e., going from the called party’s service provider to one or more intermediate providers, and ultimately to the calling party’s service provider). If the calling name/number is spoofed/blocked that manipulation occurs prior to the network and therefore our records reflect only the spoofed/blocked details.

The network-level details of a CDR will remain unaffected. By recreating the call path, the originating network can be determined, and thereby, the actual calling number and end user subscriber’s identity. Specific details will be required, by way of example “the call from NPA-NXX-1234 to NPA-NXX-5678 on MM/DD/YYYY at 12:23 pm ET for 45 seconds”. Allow at least 5 business days for a Call Trace Back request for a call made within the prior 45 days. Call Trace Back requests for calls made more than 45 days prior will typically require archive retrieval and must allow at least 15 business days for processing and an ICB processing fee will apply. Fees may also apply for voluminous requests. Coosa Valley Technologies shall cooperate with Call Trace Back requests as may be applicable and in compliance with our STIR/SHAKEN and Robocall Mitigation Policy. Submitting a Formal Lawful Request for Information: All requests must include, at a minimum, the following information:

1. Full contact information with Agency name, physical address, E-mail address and direct contact telephone number.
2. Target telephone number(s) in the XXX-XXX-XXXX format.
3. Specific dates (To/From in MM/DD/YYYY format) for which information is being requested.
4. Brief description of the matter. E-mail the request to  with a copy of your subpoena, court order, search warrant, or other formal legal documentation. If you have multiple requests, please submit only one legal document per E-mail to ensure individual tickets are created in our system. For requests involving 10 or more numbers please attach an Excel, or text file listing target telephone numbers in the XXX-XXX-XXXX format, 1 telephone number per line.

Official Address for Service of Process

Coosa Valley Technologies
69680 AL-77
Talladega, AL 35160

Faxed legal demands will not be processed. Submit Legal Demands via email to Network Tech. We do not consent to fax transmission.

Normal Hours of Availability

Our normal business hours are Monday through Friday, 8 a.m. to 5 p.m. Central Time.

Exigent Formal Lawful Requests

If you have a declared exigent circumstance as established by your agency’s guidelines, send an email Network Tech with the word “Exigent” in the E-mail subject line. Exigent Requests Outside Normal Business Hours: If you have a declared exigent circumstance as established by your agency’s guidelines, outside of our normal business hours email Network Tech. Written requests will be required, no action will be taken based on a verbal request.

Intercept Arrangements

Coosa Valley Technologies is generally the optimal point for intercept arrangements as we carry all traffic relating to a telephone number across our network but it may be necessary to engage our 3rd Party Voice provider. If you believe that we are the appropriate location for your register/intercept, please email Customer Service for assistance.

Upon receipt of an order or warrant directing Coosa Valley Technologies to establish an intercept arrangement and following verification of the Submitting Agency’s understanding of the limitations as described herein, Coosa Valley Technologies will notify applicable third-party vendors, who will then contact the Submitting Agency directly to arrange for implementation, where applicable. The applicable third-party vendor is not authorized to accept service of a Legal Demand on behalf of Coosa Valley Technologies.

Note: Coosa Valley Technologies is a VoIP Service Provider and not a wireless carrier therefore there is no pingable, GPS, or cell site location information native to our Service Provider customers numbers and therefore not available from us.

Coosa Valley Technologies reserves the right to modify this Policy at any time. We will notify you of any material changes via electronic, or other means permitted by law, including by posting it on our company website. Email Coosa Valley Technologies’ General Manager with any concerns regarding this Policy.

Version 1.0, Effective January 1, 2022