EastLink Telephone User Manual - page 22
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services by requesting, and paying for, a non-published telephone number.
13.4 Non-Published Numbers
Non-published numbers do not appear in the telephone directory and are not
available from directory assistance operators. Non-published numbers are
included in provincial emergency 9-1-1 databases.
13.5 Monitoring of Customer Care Calls
In order to provide exceptional customer care, we coach our Customer Care
Representatives on an ongoing basis. As such, if you have a telephone
conversation with our representatives, we may monitor or record the call for
coaching and quality control purposes.
14.0 CONFIDENTIALITY OF CUSTOMER RECORDS
14.1 Unless a customer provides express consent, or disclosure is pursuant to
a legal power, all information kept by EastLink regarding the customer,
other than the customer’s name, address and listed telephone number, is
confidential and may not be disclosed by EastLink to anyone other than:
a)
the customer;
b)
a person who, in our reasonable judgment, is seeking the information as
an agent of the customer;
c)
another telephone company, provided the information is required for the
efficient and cost effective provision of telephone service and disclosure is
made on a confidential basis with the information to be used only for
that purpose;
d) a company involved in supplying the customer with telephone or
telephone directory related services, provided the information is required
for that purpose and disclosure is made on a confidential basis with the
information to be used only for that purpose;
e)
an agent we retain in the collection of the customer’s account or to
evaluate the customer’s creditworthiness, provided the information is
required for, and is to be used only for, that purpose; or
f)
a public authority or agent of a public authority, if in the reasonable
judgment of EastLink, it appears that there is imminent danger to life
or property which could be avoided or minimized by disclosure of
the information.
14.2 Express consent may be taken to be given by a customer where the
customer provides:
(i)
Written consent;
(ii) Oral confirmation verified by an independent third party;
(iii)
Electronic confirmation through the use of a toll-free number;
(iv)
Electronic confirmation via the Internet;
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PR02775 EastLink_Central telephone Guide_ 1_888only.indd Sec1:20
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