ANNUAL NOTICES BROCHURE
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PRIVACY AND CUSTOMER SECURITY POLICY
Alliance is committed to providing privacy protection in today’s ever evolving world. The goal of this Policy is to assure customers that Alliance is serious about privacy. If you have any questions about our policy, contact us here or call (605) 594-3411.
This Policy applies to the use of “individual customer information,” meaning, information about specific customers. Generally, information that does not reveal a customer’s identity is not considered to be individual customer information. As a specific example, “aggregated information,” such as the number of individuals that access a website on a particular day, does not raise a privacy concern and is not covered under this policy.
Information Collection and Use: Alliance obtains and uses individual customer information for business purposes only. We obtain information about our customers that helps to provide them with Alliance services. This information may also be used to protect customers, employees and property against fraud, theft or abuse; to conduct industry or consumer surveys; and to maintain good customer relations.
Customers have many opportunities to control how we use their individual information to introduce them to new products and services. For example, Alliance will not call customers who have expressed to us a preference not to be called for marketing purposes. Customers can also have their names removed from direct mail lists that we use. The same will be true for email if Alliance decides to use email to send new product information to its customers.
However, we do use individual customer information internally for our own general marketing and planning purposes. Unless we have your consent, such information is combined into aggregations that do not include individual customer identities. Under certain circumstances, we are required by law to disclose the aggregated information to other companies, but in such cases customer identities are not included.
Disclosure of Individual Customer Information: Alliance allows customers to control how and if Alliance discloses individual information about them to other persons or entities, except as required by law or to protect the safety of customers, employees or property. For example, if Alliance is served with valid legal process for customer identification, we may be required to release this information. In addition, under certain circumstances, we share customer information with other carriers and with law enforcement to prevent and investigate fraud and other unlawful use of communications services.
Subject to legal and safety exceptions, Alliance will share individual customer information only with persons or entities outside the company when the customer has consented to such action, or when we have advised the customer of the opportunity to “opt-out” (to choose not to have the information disclosed). We are required to provide directory publishers with listings information – name, address and phone number – for purposes of publishing and delivering directories. Persons can ask to not be published in directories and/or directory assistance. However, if Alliance enters into a merger, acquisition, or sale of all or a portion of its assets, a customer’s personally identifiable information will, in most instances, be transferred as a part of the transaction. In addition, we may, where permitted by law, provide information to credit bureaus, or provide information and/or sell receivables to collection agencies, to obtain payment for Alliance billed products and services.
Information Management and Security: All Alliance employees are responsible for safeguarding individual customer communications and information. Alliance requires Alliance personnel to be aware of and protect the privacy of all forms of customer communications – whether they are voice, data or image transmissions – as well as individual customer records. Alliance makes clear that employees who fail to follow this Privacy and Customer Security Policy will face disciplinary action, which can include dismissal. All employees are trained regarding their responsibilities to safeguard customer privacy.
Alliance requires that records be safeguarded from loss, theft, unauthorized disclosure, and accidental destruction. In addition, sensitive, confidential, or proprietary records must be protected and maintained in a secure environment. It is our policy to destroy records containing sensitive, confidential, or proprietary information in a secure manner. Hard copy confidential, proprietary, or sensitive documents must be made unreadable before disposition or recycling, and electronic media must be destroyed using methods that prevent access to information stored in that type of media. Just as employees would report stolen property, employees must report missing records and suspicious incidents involving records.
We encourage our employees to be proactive in implementing and enforcing the Alliance Privacy and Customer Security Policy. If employees become aware of practices that raise privacy concerns, they are encouraged to report them to their supervisors as soon as reasonably possible.
Compliance with Laws and Public Policy Participation: Alliance complies with all applicable privacy laws and regulations. Customer and policymaker perceptions of privacy have changed over time and will continue to do so. Changes in technology can also alter what is appropriate in protecting privacy. Laws may change accordingly. We will regularly examine – and update, if necessary – the Alliance Privacy and Customer Security Policy.
ALLIANCE COMMUNICATIONS SERVICES CATALOG
This document contains a complete list of Alliance's local services. The catalog is a required document that regulators require we post as part of the detariffing process. If you have questions about Alliance's services, dial 611 from any phone with Alliance service or call 605-594-3411.
NATIONAL DO NOT CALL REGISTRY
The National Do-Not-Call Registry has been established to offer you a choice about receiving telemarketing calls at home. Registering will stop most telemarketing calls, but it will not stop calls from certain non-profit and political organizations and calls from organizations with which you have established a business relationship.
Consumers can register their residential telephone numbers, including wireless numbers, on the National Do-Not-Call Registry by telephone or by Internet at no cost. The number will be on the Do-Not-Call list the day after registration; however, telemarketers have up to 31 days to remove the number from their call lists. You may register up to three numbers at one time if registering on the Internet. If registering via telephone, you can register only one number at a time, and you must call from the telephone number you are registering. A number can be removed from the Do-Not-Call Registry at any time.
To register or remove a number from the Do-Not-Call Registry, call 1-888-382-1222 or click here to register online.
STATEMENT OF NONDISCRIMINATION
In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs). Remedies and complaint filing deadlines vary by program or incident. Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language, etc.) should contact the responsible Agency or USDA’s TARGET Center at (202) 720-2600 (voice and TTY) or contact USDA through the Federal Relay Service at (800) 877-8339. Additionally, program information may be made available in languages other than English. To file a program discrimination complaint, complete the USDA Program Discrimination Complaint Form, AD-3027, found online at www.ascr.usda.gov/filing-program-discrimination-complaintusda-customer and at any USDA office or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) 632-9992. Submit your completed form or letter to USDA by: (1) mail: U.S. Department of Agriculture, Office of the Assistant Secretary for Civil Rights, 1400 Independence Avenue, SW, Washington, D.C. 20250-9410; (2) fax: (202) 690-7442; or (3) email: email@example.com.
Your privacy matters to us. We pledge to protect your privacy and keep your trust. As we provide services to you, we gather information about the quality, technical configuration, type, destination, and amount of products and services you use. We also gather data during application processes. This information is known as Customer Proprietary Network Information (CPNI) and “Non Public Personal Information.” Under federal law, you have a right and Alliance Communications has a duty, to protect the confidentiality of your CPNI. Alliance Communications will not disclose or sell this information, unless required to do so by law, or upon receipt of an affirmative written request by a customer. Alliance may share or permit access to your CPNI on a limited, as-needed basis with trusted agents and contractors (billing and technical support vendors) that assist us in providing services. They share a duty to protect your CPNI. Know that we limit access to your personal information to employees, agents or contractors who must use the information to provide products and services to you. Our employee handbook, non-disclosure agreements and the law restrict further sharing of this information in order to guard your personal information. From time to time, we would like to notify you of additional products available from us outside of the existing business relationship we have with you. For example, if you have our local voice service, you may be interested to learn about specials on our cable television service. You have the right, under federal law, to be excluded from these special notifications. If it is acceptable to receive information about additional products and services, you need to do nothing. However, if you prefer to be excluded from these notifications, please call the business office by dialing 1-800-701-4980 or e-mail us at firstname.lastname@example.org within 30 days of your receipt of this notice. Ask us to limit your CPNI, and include your name and Alliance account number or Alliance phone number. We will screen you from all targeted notifications for the next two years. Your Alliance service is not impacted by this notification.
LOW INCOME ASSISTANCE AVAILABLE
Financial assistance through the federal Lifeline program is available to help qualified customers afford and maintain basic telephone or broadband Internet service. Lifeline provides a monthly bill credit of $9.25 on either one telephone service (home or wireless) or one Internet service (home or mobile) per qualified household. Lifeline telephone service includes unlimited local minutes within the toll-free calling area. Local residential and business telephone service costs $18.00/month and includes:
• Voice grade access to the public telephone network
• Single-party flat-rated local service free of per minute charges
• Dual tone multi-frequency signaling (touch-tone) service
• Access to directory assistance service
• Access to other operator services
• Access to 911 emergency services
• Access to interexchange (long distance) services
•Toll limitation for qualifying low-income consumers
Lifeline does not include any long distance minutes. Long distance minutes are billed at the standard rate depending on which interexchange carrier the consumer subscribes to for long distance service.
Subscribers may receive the Lifeline credit on service offered in a bundle. Advertised rates do not include any applicable taxes or surcharges. Toll blocking at no charge and reduced deposits are also available.
The Lifeline program is limited to one benefit per household, consisting of either wireline or wireless service. A household is defined, for purposes of the Lifeline program, as an individual or group of individuals who live together at the same address and share income and expenses.
Households currently receiving more than one Lifeline service must select a single Lifeline service provider and de-enroll from the program with any other provider(s).
Households must verify eligibility through proof of participation in Medicaid, the Supplemental Nutrition Assistance Program (SNAP or food stamps), Supplemental Security Income Program (SSI), Federal Public Housing
Assistance Program, or Veteran’s Pension or Survivor Benefits. Consumers may also qualify if they can provide proof of income below 135 percent of the federal poverty level.
A Lifeline application form is available at www.alliancecom.net/phone/local-phone/lifeline. To apply, simply complete the application form and then return it to your chosen participating provider.
Re-certification forms are sent to all Lifeline subscribers each year. In order to continue receiving Lifeline assistance, these forms must be completed and returned to the subscriber’s telephone or Internet provider within 60 days. If the re-certification form is not returned, the telephone or Internet provider will discontinue the subscriber’s Lifeline assistance.
Lifeline is a government benefit program, and consumers who willfully make false statements in order to obtain the benefit can be punished by fine or imprisonment or can be barred from the program.
The basic services described above are offered to all consumers in Alliance Communications’ cooperative service area. If you have questions, please call 1-800-701-4980.
Minnesota Relay is a free program that allows individuals who are deaf, deaf/blind, hard of hearing, or speech disabled to place and receive telephone calls. A communications assistant (CA) facilitates the conversation. All calls are confidential.
Minnesota Relay Telephone Numbers: Dial 7-1-1 to be connected to Minnesota Relay, and tell the CA the type of relay call you wish to make (i.e. TTY, HCO, VCO, STS, Spanish, etc.). Dialing the direct toll-free number for a specific type of relay call may result in faster connections because the call does not need to be transferred.
Standard Phone (hearing user) and TTY: 1-800-627-3529
Hearing Carry Over (HCO): 1-800-627-3529
Voice Carry Over (VCO): 1-877-627-3024
Two-Line Voice Carry Over: 1-866-855-4611
Speech-to-Speech (STS): 1-877-627-3848
Computer (ASCII): 1-800-627-3529
Spanish Relay: 1-877-627-5448
International Calls: Callers within the US can dial 7-1-1. Callers outside the US can dial 1-605-224-1837.
Calling features available to Minnesota Relay
Emergency Assistance: TTY callers should dial 9-1-1 or other existing emergency numbers directly in emergency situations. All 9-1-1 centers are equipped to handle TTY calls. Minnesota Relay can process emergency calls, but doing so may result in a delay in getting your call through.
Directory Assistance: You can use Minnesota Relay to place calls to directory assistance (DA). When a relay user requests to call DA, the CA will contact the appropriate DA operator. After obtaining the number, the caller may choose to place the call through Minnesota Relay or to dial the number directly. (Note: DA is often subject to charges by the caller’s local service provider.)
Relay Calls Using Public Payphones: Minnesota Relay users can make local relay calls from payphones free of charge. Long distance relay calls can be charged to a calling card or prepaid card, by calling collect, or billed to a third party. Coins cannot be used to pay for a long distance relay call from a payphone.
Long Distance Calls: The long distance carrier you have chosen for your home service is NOT automatically applied to Minnesota Relay calls. To make sure your long distance calls are carried and billed through your existing long distance service or calling plan, it is recommended that you submit a Minnesota Relay Customer Preference form. You may also inform the CA of your preferred carrier of choice prior to placing a long distance relay call. If no carrier is indicated, long distance Minnesota Relay calls will be carried and billed by Sprint.
Billing Options for Long Distance Relay Calls: Direct, collect, pre-paid calling card, carrier calling card, and third-party billing.
Customer Preference Form: The Customer Preference form allows you to customize your relay call. By completing and submitting a Minnesota Relay Customer Preference form, the relay is able to store your call preferences in their database. This will allow your relay calls to be set up quickly and ensures that your preferred carrier is used for long distance calls. Call 1-800-657-3775 to request a Customer Preference form, or download the form at www.mnrelay.org.
Specialized Telecommunications Equipment: If you meet certain eligibility requirements, you may qualify to receive telecommunications equipment at no cost through Minnesota’s Telephone Equipment Distribution (TED) Program. The TED Program loans telecommunications equipment to people who are hard of hearing, deaf, deaf/blind, speech disabled or physically disabled. If you do not qualify, TED Program staff can provide you with a directory of vendors where equipment can be purchased. To contact the TED Program, call 1-800-657-3663 (voice) / 1-888-206-6555 (TTY), or visit their web site at www.tedprogram.org.
SOUTH DAKOTA RELAY
Relay South Dakota makes it possible for deaf, hard-of-hearing or speech disabled people to communicate over the phone. Service is available 24 hours a day, 365 days a year and calls are confidential. There are no restrictions on the length or number of relay calls you make.
How do I use Relay South Dakota? Dial 711 to connect to a trained CA (Communication Assistant), who can facilitate your call depending on your needs. The only instruction you need to know is, “GA” or “Go Ahead,” which indicates it’s the other caller’s turn to speak.
Need a FREE phone? The Telecommunication Equipment Distribution program puts phones into the hands of those with hearing loss or speech disabilities. A TED Specialist will perform a quick evaluation to find out the best equipment for you. You’ll qualify for a FREE phone if you answer “yes” to these questions: 1) Are you a South Dakota resident? 2) Do you have difficulty communicating on the phone due to hearing loss or speech disability? 3) Do you have existing phone service in your home? Income guidelines may apply to some devices offered through the program.
How to get a FREE phone
Step 1. Apply by going to relaysd.com. You can apply online or print an application.
Step 2. Get certified by printing a certification form at relaysd.com. Then use this form to show certification of your speech or hearing diagnosis.
Step 3. Relay SD will deliver and install your new phone, then train you on how to use it.
How to reach South Dakota Relay
Relay SD Dedicated Customer Service Number: 877-866-8950
Espanol: 800-676-4290 (TTY/ASCII/HCO/Voz/VCO)
What is Relay Iowa? Relay Iowa is a specialized service that guarantees all citizens access to prompt, professional and accurate communication through the telephone. Consumers of these specialized services, specifically
individuals who are deaf, deaf-blind, hard of hearing or have difficulty speaking, can communicate on the telephone via TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish and Captioned Telephone in order to connect with family, friends or businesses with ease.
How does relay work? Dial 7-1-1 or the appropriate toll-free number provided below to connect with Relay Iowa. A Communication Assistant (CA) will ask for the area code and number of the person you wish to call and will begin relaying the conversation. Generally, the CA will voice the typed message from the text telephone (TTY) user to the hearing person on the other end. The CA then relays the hearing person’s spoken words by typing them back to the TTY user. All calls are held strictly confidential. Specialized relay services are also available for individuals who have difficulty speaking and for Spanish speaking residents.
Captioned Telephone: Captioned Telephone is ideal for individuals with hearing loss who are able to speak for themselves. A captioned telephone works like any other telephone with one essential difference: it allows you to listen as well as read every word the other party says throughout the conversation on the display window. To call a Captioned Telephone user, dial 1-877-243-2823.
How do I apply for specialized equipment? The Iowa Equipment Distribution Program, called Telecommunications Access Iowa (TAI), helps pay for specialized equipment for residents of Iowa who are deaf, deaf-blind, hard of hearing or have difficulty speaking. Qualified individuals can receive a voucher for approximately 95% of the average cost of specialized telephone equipment. To apply online, go to: www.relayiowa.com/tai/ or call 1-800-606-5099 V/TTY.
Dial 7-1-1 or
Customer Service Information:
Relay Iowa and Telecommunications Access Iowa (TAI) are both programs of the Iowa Utilities Board. There is no charge to access Relay Iowa, although standard long distance charges apply.
CUSTOMER SERVICE ANNOUNCEMENT TO IOWA RESIDENTS
Alliance Communications is committed to providing quality service. We are here to answer any questions you may have regarding the services we provide. In addition we hope that you’ll bring any concerns or issues to our attention so that we may find solutions. If Alliance does not resolve the complaint, the service may be subject to state regulation. You may request assistance from the Iowa Utilities Board, Customer Service, 1375 E. Court Avenue, RM 69, Des Moines, Iowa 50319-0069, toll free (877) 565-4450 or email email@example.com. Please ensure that you place “Customer Service” in the subject line.
CALLER ID SPOOFING
The number on your caller ID says the person calling you lives in your area, but he could be halfway across the world. A scam called caller ID spoofing manipulates the number appearing on your caller ID display. Scammers know you will hesitate to reveal personal information if an 800 number, for example, appears on your caller ID display. Always be suspicious, especially when you’re asked to provide personal information. Ask the caller for his name, telephone number and the organization he is representing and then hang up. Do not provide any information at this time. Call the organization back using the customer assistance number listed in the phone book, your account statement or bill. Do NOT use the number the caller gives you.
ALLIANCE DSL SERVICE GUIDE 2017
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