For Cable Television, Broadband Internet, and Phone Services
Services furnished to Hiawatha Broadband Communication’s (HBC) cable subscribers are governed by Section 631 of the Communications Act of 1934, as amended, (the “Telecom Act”) and the Communications Cable Act of 1984, as amended, (the “Cable Act”). Pursuant to applicable Federal regulations, HBC is required to inform its subscribers of its policies regarding the collection, maintenance and disclosure of Personally Identifiable Information (PII) by cable television providers. This notice describes: (1) the nature of Personally Identifiable Information (PII) we collect and the limitations imposed by the Cable Act upon cable providers in the collection and disclosure of Personally Identifiable Information (PII) about its subscribers: (2) the nature of our use of Personally Identifiable Information (PII); (3) the nature, frequency and purpose of any disclosure which we may make of such information, including the types of persons to whom we may disclose the information; (4) the period during which we maintain Personally Identifiable Information (PII); (5) the times and place at which Personally Identifiable Information (PII) can be accessed; and (6) your rights under the Cable Act concerning Personally Identifiable Information (PII) and its collection and disclosure.
PII identifies a particular person; it does not include aggregate data that does not identify a particular person or persons.
In addition, Section 222 of the Telecom Act provides additional privacy protections in connection with the Company’s Phone services and Broadband Internet Access Services (BIAS) and its use of Customer Proprietary Information and Customer Proprietary Network Information (CPNI). The Telecom Act describes CPNI as (i) information about the quantity, technical configuration, type, destination, location and amount of use of the Phone services; and (ii) information contained on a telephone bill concerning the Phone services being received. This notice describes HBC’s CPNI policy, the types of CPNI information that is obtained from the Company’s traditional voice and VoIP Phone service subscribers, and how that information is used and protected.
Pursuant to the FCC’s 2015 Open Internet Order, broadband Internet access service (BIAS) offered by HBC on a retail, mass-market basis has been reclassified as a “Telecommunication service”.
As a Telecommunications service, HBC also has an obligation to protect the privacy of BIAS subscribers. This notice therefore also serves to describe HBC’s policies to protect the privacy of its BIAS subscribers and the use of a subscribers Personally Identifiable Information (PII).
HBC won’t sell your Personal Information
The FCC passed legislation that allows Internet Service Providers to sell their customers’ web browsing history. This goes against the corporate values of HBC as we are strong proponents of the privacy of our customers. HBC has never sold customer information and does not plan to do so no matter what the legislation allows.
Collection of Personally Identifiable Information (PII), Customer Proprietary Information and CPNI
Personally Identifiable Information (PII) that has been furnished to HBC or HBC has collected by virtue of the provisioning of cable, Internet or Phone services is described herein. PII is information that is linked or can be linked to a customer or its device. The FCC’s rules prescribe for the protection of a customer’s “Sensitive” and “non-Sensitive” personal information. Sensitive Customer Proprietary information includes a customer’s financial information, health information, information pertaining to its children, a customer’s social security information, precise GEO-location information, content of a customer’s communications, call detail information, web browsing history, and applicable usage history.
This notice pertains solely to the collection of PII, Customer Proprietary Information and CPNI information that is used, disclosed or accessed in connection with the Company’s provisioning of cable television, Broadband Internet, and Phone services. It does not cover information that maybe collected in connection with the company’s provisioning of other products and services. Please refer to the terms and conditions associated with other products and services to learn how personal information is handled.
Purposes for which HBC may Collect Personally Identifiable Information (PII) Customer Proprietary Information and CPNI
As a cable operative, HBC may use the cable system to collect Personally Identifiable Information (PII) concerning any subscriber in order to render our cable service or other services to our subscribers; and (ii) detect unauthorized reception of cable communications. The Cable Act prohibits HBC from using the cable system to collect Personally Identifiable Information (PII) concerning any subscriber for any purposes other than those listed above without the subscriber’s prior written or electronic consent.
The Telecom Act authorizes HBC to use, disclose, and permit access to individually identifiable CPNI in the provisioning of our telecommunication services from which such information is derived; and the provisioning of services that are necessary to, or used in, the provisioning of these services, including the publishing of directories. The Telecommunication Act prohibits HBC from using CPNI for any other purpose that those that have been stated herein without a customer’s approval except as permitted or required by law.
What kind of Personally Identifiable Information (PII), Customer Proprietary Information, and CPNI is collected by HBC?
Personally Identifiable Information (PII) may be collected at several different points when service is initiated. Personally Identifiable Information (PII) does not include aggregate data or other data that does not identify a particular subscriber such as, demographic information that does not identify a specific individual or household or information, which by itself, is not specific to an individual subscriber, such as a subscriber’s specific GEO-location, gender, its IP address, MAC address or other equipment identifiers. Personally Identifiable Information (PII) that HBC does collect from its subscribers includes a subscriber’s (i) name; (ii) service address; (iii) billing address; (iv) email address; (v) telephone number; (vi) driver’s license number; (vii) social security number; (viii) bank account number; (ix) credit card; and other similar account information.
Examples of CPNI that Company collects from its Phone subscribers includes information derived from the provisioning of service such as a customer’s (i) service location; (ii) technical configuration of service; (iii) type of service; (iv) quantity of service; (v) amount of use of service; (vi) calling patterns; (vii) other information contained on customer bills for local and long distance services.
CPNI does not include “subscriber list information”. The Company may also collect and maintain other information about a customer’s account. Examples of such information include (i) billing, payment and deposit history; (ii) additional service information; (iii) customer correspondence and communication records; (iv) records indicating the number of television sets, set-top boxes, modems, or telephones that are connected to our system and (vi) additional information about the service options you have chosen.
During the initial provisioning of services and during any subsequent changes or updates to our services, HBC may collect technical information about your televisions, any set-top boxes, computer hardware and software, cable modems, telephones, and or other cable or other service related devices along with any customized settings or preferences. Also, if you rent your residence, we may have a record to whether the landlord permission was required prior to installing our services that along with the landlord’s name and address.
The kind of Information we Collect with our Cable System and Equipment
When a customer uses our interactive or other transactional service such as Video-On-Demand or Pay-Per-View or online content, our system as example, may automatically collect certain information about the use of these services. A majority of this information is not personally identifiable, but is simply used to administer a particular request that is being made by use of a remote control, set-top box, VCR, computer, remote access device or other equipment. Examples of this may be changing your television channel, review listings in an electronic guide, pause or fast forward through certain Video-On-Demand programming, and/or invoking a calling feature on the Phone service.
However, in order to carry out a request that is made by the subscriber to watch a Pay-Per-View program(s), purchase a product, service or feature, our system may collect certain Personally Identifiable Information (PII). This type of information consists mainly of account and billing-related such as Pay-Per-View or Video-On-Demand programs or other such products, services or features ordered so that customers can be properly billed for those services.
In addition, anonymous and aggregate information using set-top box or other equipment may be collected. This type of information has been stripped so that no customer can be identified. Such that might be collected are based on programming viewership (things like number of times a program is watched per date, average length of time a program is watched and how many people might be watching a program), whether people are watching commercials. This type of non-Personally Identifiable Information (PII) can be shared with third-parties, including advertisers, content providers, data companies, rating agencies, audience measurement, and research firms.
Use of Personally Identifiable Information (PII), Customer Proprietary Information and CPNI
HBC collects, maintains and uses Personally Identifiable Information (PII), Customer Proprietary Information and CPNI as permitted by the Cable Act and Telecom Act and other applicable laws. This information is used primarily to conduct business related activities related to providing subscribers with cable and other services and to assist us in identifying theft of service. We use Personally Identifiable Information (PII), customer proprietary information and CPNI in connection with: (i) billing, invoicing and credit verification; (ii) administration; (iii) surveys; (iv) collection of fees and surcharges; (v) marketing of services within the same class of a customer’s subscribed services; (vi) service delivery and customization; (vii) maintenance and operations; (viii) technical support; (ix) hardware and software upgrades, and; (x) fraud prevention.
Specifically we may also use Personally Identifiable Information (PII), Customer Proprietary Information and CPNI to (i) install, configure, operate, provide support, and maintain our cable and other services; (ii) investigate your credit history a credit report or other similar information or by making inquiries of account history; (iii) confirm you are receiving the level(s) of service being requested and are properly billed; (iv) identify the customer when changes are being made to their account; (v) detect unauthorized reception, use or abuse of our services; (vi) determine whether there are any violations of any applicable policies and terms of service; (vii) manage the network supporting our services (ix) configure cable and other service related devices; (x) authenticate (or allows other to authenticate) your right to access certain services, including Online content; and (xi) comply with law.
The Telecom Act further permits HBC to use, disclose, and permit access to Customer Proprietary Information and CPNI obtained from our subscribers, either directly or indirectly, to (i) initiate, render, bill and collect for telecommunication services; (ii) protect our rights and property, and protect our users of these services and other carriers from fraudulent, abusive or unlawful use of, or subscription to these services; (iii) We are also permitted to access CPNI: (i) for the purpose of providing or marketing service offerings among the categories of service to which you already subscribe; (iii) in our provisioning of inside wiring, installation, maintenance and repair services; (iv) to market certain services to subscribers of basic Phone service (formerly known as adjunct to basic service) such as speed dialing, computer-provided directory assistance, call monitoring, call tracing, call blocking, call waiting, caller ID, call forwarding, and other such features.
HBC may not use a subscriber’s CPNI to market products and services to a subscriber other than services that are within the same category of service to which the customer subscribes without a customer approval. Such approval may be secured through the policies described below.
Privacy Policies Specific to Subscribers of HBC’s Broadband Internet and Phone Services
HBC may collect and store for a period of time, personally identifiable and non-Personally Identifiable Information (PII) from customers who subscribe to the Company’s high-speed Internet and Phone services to: (i) send and receive email, video mail and instant messages; (ii) transfer and share files; (iii) make files accessible; (vi) visit websites; (v) place or receive calls; (vi) leave and receive voicemail messages; (vii) establish custom settings for preferences; (viii) communicate with us for support; or (ix) otherwise use the services and their features.
The transmission, collection and storage of this information is necessary to render services. In certain instances, third-party service providers may transmit, collect and store this information on our behalf to provide certain features of our services. These third-parties are not permitted to use your Personally Identifiable Information (PII) except for the purpose of providing these services.
HBC and its third-party vendors may also combine collected Personally Identifiable Information (PII) in connection with its compilation and maintenance of its subscriber’s regular business records. We may also maintain records of research of customer satisfaction and viewing habits obtained from interview and questionnaires.
At HBC, we respect our customers and understand customer concerns about their privacy. Accordingly, HBC, has instituted policies that are intended to ensure that its customers’ personal information is handled safely and responsibly. The Company’s privacy policies are intended to let our customers know what kind of information HBC collects, how it is handled, with whom it may be shared, what choices customers have regarding its use of customer information, and how customers may access some of the data that is provided to the Company.
HBC is required to advise customers of material changes to these privacy policies. Customers are also encouraged to refer to this policy on an ongoing basis to ensure their understanding of the Company’s current privacy policies.
Subscriber Election Options for Prohibiting or Limiting Disclosure of Personally Identifiable Information (PII)
Customer who do not wish to receive marketing materials, Phone calls, emails, or direct mail may notify the Company of it “Opt-Out” election by contacting HBC’s Customer Care Department at (888) 474-9995 or emails can be sent to email@example.com. You can also fill out this web form to “Opt-Out” or “Opt-In”. Customers have the right to change their option choice at any time by using one of these methods.
24-hour access to HBC’s website is also available for customers who elect to change their privacy election. Approval for the Company’s use of a customer’s Customer Proprietary Information and CPNI will be deemed granted until such time as Customers provide notice their Opts out election.
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Frequently Asked Questions
- What information does HBC collect?
- What happens when I am browsing?
- What are cookies and does HBC use them?
- How does HBC use my information?
- Does HBC share my information?
- Can I access my information?
- Will my approval or denial to use, disclose or permit access to Customer Proprietary Information impact my service?
- Is my information secure?
- How long does HBC retain my information?
- What about the privacy of children?
- What are the terms of my User Agreement?
What information does HBC collect?
HBC collects various types of information depending upon how customers use our site.
As an example, when customers submit questions to Customer Care, email addresses are needed to reply and respond to those questions. When payments are made online through HBC’s electronic bill pay portal at hbci.com/billing certain information required to process the payment is passed to HBC’s financial services employees. Any information provided HBC’s financial services employees will be held in strict privacy and will not be shared with or disseminated to other individuals or businesses.
What happens when I am browsing?
Customer who are not registered users of any of HBC’s online service browse HBC websites anonymously. We do not collect personal information (i.e., name, address, phone number, or email) from such users.
HBC uses “cookies” technology to collect information about how our site is used, which includes such information as the IP (Internet protocol) address, the date and time of your visit, and the browser software and operating system used during your visit. It is collected and tracked in aggregate and not linked to you personally. The Company uses this information to measure response rates to banner ads and surveys or potential offers. Customers who do not want HBC to utilize this type of Customer Proprietary information may Opt-Out of this election by utilizing the Opt-Out election process described herein.
What are cookies and does HBC use them?
A cookie is a small piece of information sent by a website that is saved on your hard disk by your computer’s browser. It holds information a site may need to interact with customers and personalize the customer experience. HBC use two kinds of cookies sessions: session cookies and persistent cookies.
Session cookies exist only for as long as a customer’s browser remains open. Once a customer exits the site, the cookie session terminates. HBC uses session cookies to maintain information required to enable Customers to shop. For example, Session ID cookie retains the ID for a customer’s shopping cart. Without the Session ID cookie, customers are not able to add merchandise to their shopping carts or carry their cart to checkout.
Persistent cookies, in contrast, last from visit to visit; they do not go away when a customer exits its browser. HBC uses persistent cookies to give browsers a more personalized shopping experience and to help customers navigate our store more efficiently. HBC uses a browser’s information to enhance the browser’s site experience. However, customers can use HBC’s site without accepting persistent cookies. To do so, users should set their browser options to reject persistent cookies. Alternatively, users can set their browsers to notify them when they receive a cookie. This option provides users with the opportunity to decide whether they want to accept it or not. In many instances, the Help button on a user’s browser toolbar can provide guidance on how users can take these steps.
Cookies can be used by a website to recognize users. But that does not necessarily mean any personal information is stored in a cookie. HBC does not store personal information about its users in its cookies. Information that users choose to provide via our website (such as a customer’s address or email address) is stored safely and separately on HBC secured severs.
How does HBC use my information?
HBC may use customer information in a number of ways, including the following:
- Cookies may be used to determine which parts of our site or our products are visited most often and how best to improve them.
- Personally Identifiable Information (PII) is only disclosed to others if: (a) customer provides written or electronic consent in advance or (b) it is permitted under federal or applicable state law. Pursuant to Federal law, HBC may provide customer’s Personally Identifiable Information (PII) to third-parties:
a. When necessary for HBC to perform activities related to our business
b. As required by law or legal process
- A customer’s Personally Identifiable Information (PII) may be provided to certain HBC personnel, subcontractors, agents, software vendors, and other third-party suppliers for purposes of engaging in certain business activities such as billing and collection services, installation and repair activities. The type and frequency of information provided varies depending on the specific business need. HBC requires that all third-parties adhere to its security and protection policies.
- When subscribing to HBC Phone service, a customer’s name, address and /or telephone number may be transmitted via Caller ID, published and distributed in directories, and provided to unaffiliated directory assistance operators. HBC strives to make sure that non-published and non-listed numbers are not included in telephone directories or directory assistance services, however, the Company cannot guarantee that mistakes will not occur. As a note, Caller ID blocking might not prevent the display of your name and /or telephone number when dialing certain 800, 866, 877, or 888 numbers as well as 911 or 900 numbers.
- If required by law, HBC may disclose Personally Identifiable Information (PII) to representatives of the government or to comply with legal process. It will however, not include a disclosure of a customer’s video programming.
A legal disclosure might include such things as a subpoena, warrant, court order or in the case of an emergency or serious physical injury. Law enforcement may, by Federal or state court order without customer notice or approval require HBC to provide customer information such as: email use, including addresses of sent and received, list of incoming or outgoing calls as well as content of those calls. Under certain circumstances, HBC may be required to notify customers of such requests, in which case, the customer is responsible for taking specific action to prevent disclosures based on the legal order or request.
In the case of a governmental agency seeking Personally Identifiable Information (PII) in regards to video services or records relating to programming. The Cable Act requires a court order and permits the video customer be provided the opportunity to appear and contest the court order. In such instances, pursuant to the he Cable Act a governmental agency must provide evidence that is clear and shows relevance that there has been criminal activity.
- HBC may disclose Personally Identifiable Information (PII) without a customer’s consent:(a) in order to protect our customers, employees or properties; (b) in the instance of an emergency; (c) to enforce HBC’s legal rights; (d) to comply with the Digital Millennium Copyright Act or as required by law.
Does HBC share my information?
The information gathered by HBC may be shared with corporate affiliates. The company may also share the information with third-party vendor and suppliers in connection with the provisioning of services. In such situations, the Company takes appropriate steps to ensure that its customers’ information is used only to provide the services requested by us and not for other purposes.
Customers may use the Company’s website to purchase merchandise through a link from another website or search engine and may use their express checkout tool to do so. When doing so, customers should be aware that both our site and that website or search engine receive your information.
For some of products, the Company may provide customers with a link to the supplier of that product so that customers may obtain additional information regarding the product. If you link to the supplier’s site, the supplier may collect or receive information about you.
In most situations, such third-parties will receive a user’s information because they are expected to be visiting the third-party’s websites or using their links. In doing so, users may provide information directly to the third-party vendor. Users should refer to the third-party’s privacy policies to understand how they handle user information.
Additionally, HBC may share account or other information when it is believed that sharing such information is necessary to comply with law or to protect our interests or property. This may include sharing information with other companies, lawyers, credit bureaus, agents or government agencies in connection with issues related to fraud, credit or debt collection.
In the event, some or all of our business assets are sold or transferred, the Company generally would transfer the corresponding customer information.
Can I access my information?
As part of the Cable Act, customers have the right to see Personally Identifiable Information (PII) that HBC collects. This information is maintained at the Company’s local offices within our systems. Customers interested in viewing their information may visit one of the Company’s local offices during regular business hours or by calling our Customer Care Department at (888) 474-9995. Visit hbci.com/about-us/contact for local office locations.
Will my approval or denial to use, disclose or permit access to Customer Proprietary Information impact my service?
A customer’s approval or denial of HBC’s use, disclosure or access to its Customer Proprietary Information will not affect the provisioning of service by HBC for any of the customer’s telecommunications services.
Is my information secure?
HBC is committed to doing its best to maintain the security of information collected on our site. The Company works to prevent unauthorized access, maintain data accuracy, and ensure the correct use of information. It has put into place the appropriate physical, electronic and managerial procedures to safeguard and secure the information that is collected online. Private account and customer information is located on a secured server behind a firewall; it is not directly connected to the Internet.
HBC’s electronic bill pay portal uses encryption. Encryption is a process by which a message or information is scrambled while it is in transit to us. It is based on a key that has two different parts, public and private. The public part of the key is distributed to those with whom wants the user to communicate. The private part is for the recipient’s use only. So long as a user uses a browser that allows for encryption, when the user sends personal information to HBC, the user uses a public key to encrypt your personal information. If your information is intercepted during the transmission, it is scrambled and very difficult to decrypt. Once HBC receives a user’s encrypted personal information, the private part of the Company’s key is used to decode it.
HBC encourages customers to help protect their own privacy. In that regard, HBC recommends that customers ensure that their information is not shared with strangers. It is important to customers take precautions within their homes and/or businesses to protect the security of information that maybe transmitted over home or business networks, wireless routers, wireless (WiFi) networks or other such similar devices by using encryption or firewalls to prevent unauthorized access of your Personally Identifiable Information (PII).
Customers are responsible for the security of their personal information if using unencrypted, open access, or otherwise unsecure networks within their home or business.
Visit OnGuardOnline.gov for more information.
How long does HBC retain my information?
HBC retains Personally Identifiable Information (PII), Customer Proprietary Information and CPNI information while customers subscribe to the Company’s service(s). Once service(s) are discontinued, HBC will only retain a customer’s information to comply with applicable laws. These laws would include accounting and tax requirements for our business or to satisfy a court order. Once this information is no longer needed, HBC will destroy the information unless it is required to satisfy applicable federal or state laws.
What about the privacy of children?
The Company is committed to protecting the privacy of children. The general HBC websites are not intended for or designed to attract children under the age of 13. HBC does not knowingly collect Personally Identifiable Information (PII) of anyone under the age of 13 unless otherwise expressly identified by a parent or guardian. Children should be watchful about sending any personal information about themselves over the Internet and the Company urges parents and/or guardians to be vigilant regarding their children’s Internet activities.
All users of HBC’s website agree that their access to and use of this website is subject to the terms and conditions set forth in this legal notice and all applicable laws, and that any such access or use is undertaken at the user’s own risk. These terms and conditions further are subject to change at any time without prior notice. All content, graphics, code and software used on or incorporated into this website and the arrangement or integration of all such content, graphics, code and software, are subject to copyrights held by or licensed to and all rights thereto are specifically reserved. Permission is granted to electronically copy and print hard copies of pages from this website solely for personal, non-commercial purposes. Any other use of this website or content or information contained in this website is strictly prohibited, unless the written permission by HBC is first obtained.
HBC does not make any representations or warranties about any website you may access through this website. Any such website is independent from HBC and has no control over, or responsibility with respect to, the information provided or activities undertaken by any such website. A link between HBC and another website further does not mean that we endorse that website. You need to make your own independent decisions regarding your interactions or communications with any other website.
HBC does not want to receive confidential, proprietary or trade secret information through this website (excluding information related to any order you submit). Please note that any information, materials, suggestions, ideas, or comments sent to us will be deemed non-confidential. And, by submitting any such information, you are granting HBC an irrevocable and unrestricted license to use, modify, reproduce, transmit, display and distribute such materials, information, suggestions, ideas, or comments for any purpose whatsoever. However, we will not use your name in connection with any such materials, information, suggestions, ideas, or comments unless we first obtain your permission or otherwise are required by law to do so.
Any Content uploaded, posted, submitted, or otherwise made available by individual users of the this site, including without limitation articles or other submissions, comments to articles, or any other user generated content is the sole responsibility of the person who made such content available on the site through direct posting and/or email. Under no circumstances will HBC be liable in any way for any user content made available through this site by you or any third-party.
Since HBC Websites do not control the user content posted on the site, it does not guarantee the truthfulness, integrity, suitability, or quality of that user content, and it does not endorse such user content. You also agree and understand that by accessing HBC websites, you may encounter content that you may consider to be objectionable. HBC has no responsibility for any user content, including without limitation any errors or omissions therein. HBC parties are not liable for any loss or damage of any kind incurred as a result of any user content on the site.
User Content is owned by the author thereof, and HBC does not claim ownership of original works created and posted by individual visitors to this site. However, by uploading, posting, transmitting or otherwise making any user content available on or through this site, you are granting HBC, and its parent, subsidiaries, affiliates, and other related entities an irrevocable, nonexclusive, perpetual, royalty-free, transferable, sub-licensable, worldwide license to copy, reproduce, modify, publish, display, distribute publicly, perform, exploit, and prepare derivative works of such user content (including your name, image, likeness, or information you have made publicly available in connection therewith) in any manner, media or format now existing or hereafter devised, without any obligation of notice, attribution or compensation to you.
HBC reserves the right (but has no obligation) in its sole discretion to pre-screen, edit, refuse, move or remove any content that is posted on the site. You agree that the exercise by HBC of such discretion shall not convert or transform user content to content owned or provided by HBC, and the user who made such user content available on the site will retain ownership thereof as described below.
Notice to Internet users
The Internet allows you to span the globe and information can be accessed across countries and cultures. These sources of information belong to many different organizations, companies, governments and people around the world. Certain Internet services may contain language and pictures, which some individuals may find offensive or inflammatory. HBC exercises no control over the content of the information passing through the Internet and any use of information obtained via HBC Internet is at your own risk. We do not endorse such materials and disclaim any and all liability for their content. Internet filtering and monitoring software is commercially available at your local software retailer. HBC also provides a filtered access option.