Verizon Privacy Office
1300 I Street, NW
Suite 500 East
Washington, DC 20005
Protecting our customers' privacy is an important priority at Verizon and we are committed to maintaining strong and meaningful privacy protections. The privacy of your information is a significant responsibility and we value the trust you place in us.
We collect information when you communicate with us and when you use our products, services and sites. This includes information you provide such as name and contact information, images, voice recordings or voiceprints, other biometric identifiers, the reason for contacting us, driver’s license number, Social Security Number and payment information. Service and device information we collect includes call records, websites visited, wireless location, application and feature usage, network and device data including battery life and apps on your device, product and device-specific information and identifiers, router connections, service options you choose, mobile and device numbers, video streaming and video packages and usage, movie rental and purchase data, TV and other video viewership, and other similar information.
We collect wireless location information (including cell tower, Wi-Fi and Global Positioning Satellite (GPS) data) in different ways, for example, when your device connects to our network and through system and mobile application on your devices. You have choices about certain collection and uses of this information.
We use the information we collect to deliver and maintain products and services; establish, monitor and maintain your account and billing records; measure credit and payment risk; provide account-related services; help you with service-related issues or questions; manage and protect our networks, services and users from fraudulent, abusive, or unlawful uses; help us improve and personalize our services, and research and develop new products and services; authenticate you; determine your eligibility for new products and services and deliver marketing offers to you.
We may automatically measure and monitor network performance and the performance of your connections to improve your, or our, services and products. If you contact us for service support, we also may access information about your device and its settings to customize our technical support.
Information we collect may be aggregated or otherwise de-identified for business and marketing uses by us or by third parties. For example, aggregate or de-identified data may be used to improve our services, measure and analyze the use of services and to help make services and advertising more relevant to you. You can opt out of certain of these uses, for example, our Relevant Online Advertising program discussed below.
When you contact us or we contact you, we may monitor or record that communication or keep a record of the transaction to help us train employees or other support resources or systems and to better serve you. When you communicate with us, we may use artificial intelligence guided by humans, such as chat bots, to respond to your inquiry. If you communicate with us through third-party services like Facebook Messenger or Twitter Direct Message, your communications are also governed by these companies’ privacy policies.
When you establish an online account or register on our sites or apps, we may collect information about your user identification, password and secret questions and answers. We use this information to authenticate you when you sign in.
We may also receive information from Oath and will honor the choices Oath users have made about the use of this information when we receive and use this data.
Verizon will obtain your affirmative consent before we use information we gathered in the course of providing broadband Internet access services about your visits over time to different non-Verizon websites to customize ads specifically to you.
When you purchase products or apply for service with us, we may obtain credit information about you from outside credit reporting agencies to help us with customer authentication and credit-related decisions. If you lease your residence, we may have information about how to reach your landlord and whether landlord permission is required to install our facilities.
We obtain information from outside companies including demographic and interest data (such as gender, age range, education level, sports enthusiast, or frequent diner), as well as information such as device type, carrier, city and state. We use this data and combine it with other information we have about you to help make marketing offers more relevant to you, and to help us better analyze customer information for business modeling purposes.
We also obtain contact information and other marketing lead information from third parties, website “refer-a-friend” options or social media platforms and may combine it with information we have to contact you or direct Verizon marketing offers to you.
When you contact us for information when you enter a Verizon-sponsored or affiliated contest, sweepstakes or promotion, we may use the information you supply to provide you with information about Verizon services, programs or offerings. Certain promotions may require that we disclose information, such as contest winners or provide information for prize fulfillment, and as required by law or permitted by the promotion’s official rules. Information you provide on our websites about your preferred location and other preferences may be used to provide you with more relevant product recommendations, services and special offers.
We also collect information from you when you participate in surveys or provide other feedback to us regarding our products or services, when you register to receive news or public policy updates, or when you apply for a job with or a grant from Verizon. We use this information for the purposes described to you at the time the information is collected.
We may send you emails that communicate information about your account or about products, services, marketing offers, or promotions that may be of interest to you. We may collect information when you open these emails or click on links within the emails. The information is used to personalize the content of the emails themselves and make future communications and marketing more interesting to you. Please note that we will not ask you to send us, via email, sensitive personal or account information.
To the extent that Section 631 of the Communications Act of 1934, as amended (the "Cable Act"), applies to services you purchase, it entitles you to know about the personally identifiable information a cable service provider collects. This includes the nature of the use and disclosure of this information and to whom it may be disclosed, how long personally identifiable information is maintained, and how subscribers may access it. In addition, the Cable Act imposes limits on the collection and disclosure of personal information and gives subscribers the ability to enforce their privacy rights. (Personally identifiable information does not include aggregate data that does not identify a particular person).
The Cable Act allows a provider to use its cable system to collect personally identifiable information necessary to render a cable service or other services provided to subscribers and to detect and prevent unauthorized access to services. Additional personally identifiable information may be collected with the subscriber’s prior consent. Personally identifiable information may be used or disclosed without the subscriber’s consent where necessary to render services, and to conduct legitimate business activities related to services provided.
We may be required by law to disclose personally identifiable information to a governmental entity to comply with valid legal process, such as warrants, court orders or subpoenas, but we will not disclose records revealing your selection of video programming unless we receive a court order indicating that the governmental entity has made a specified showing of relevance and you were afforded an opportunity to contest the order. We may be required to disclose personally identifiable information (including your selection of video programming) to a non-governmental entity to comply with a court order, after you have been provided notice.
If you believe that your privacy rights have been violated, please contact us at firstname.lastname@example.org and we will work with you to address your concerns. If you believe that you have been aggrieved as a result of a violation of the Cable Act, you may enforce the limitations imposed by the Cable Act through a civil action in a United States district court seeking damages, attorney's fees, and litigation costs. Other rights and remedies may also be available to you under federal or other applicable laws.
The Cable Act permits the disclosure of customer names and addresses as long as a subscriber has been provided with the opportunity to prohibit or limit this disclosure and the disclosure does not reveal, directly or indirectly, the subscriber’s viewing or other uses of the cable or other services provided. If we intend to share data in this way, we will provide you with the opportunity to prohibit or limit this type of sharing.
Verizon’s Relevant TV Advertising program helps make Fios TV ads you see more interesting and useful. The program uses Verizon information, including your postal address and information about your use of Verizon products and services (such as services packages, connected devices, TV and video purchases and program viewing data) and demographics and interest information you provide or we obtain from other companies (such as gender, family size, and luxury car owner). The program may also use information provided by advertisers and advertising partners. Relevant TV ads may appear on a variety of platforms where Fios TV customers can access video content. We do not share information that identifies you personally outside of Verizon as part of this program other than with vendors and partners who do work for us. We require that these vendors and partners protect the information and use it only for the services they are providing us. You have a choice about receiving this type of advertising and you can opt out by going to verizon.com/tvads and following the instructions under “My Fios TV Plan”.
The Relevant Online Advertising program helps make online ads you see more interesting and useful. The program uses Verizon information including your postal address and information about your use of Verizon products and services (such as service packages, Fios TV purchases and viewership categories), demographic and interest information we obtain from other companies (such as gender, age-range, sports fan, frequent diner or pet owner). The program may also use information provided by advertisers and advertising partners. This information is used to predict whether you fit within an audience an advertiser is trying to reach. We do not share any information that identifies you personally outside of Verizon as part of this program other than with vendors and partners who do work for us. We require that these vendors and partners protect the information and use it only for the services they are providing us. You have a choice about participating and can opt out by going to the Services area of My Verizon and clicking on “Internet”, then “Manage Online Advertising Preferences”.
Information shared within the Verizon family of companies
Verizon may share customer information within our family of companies for a variety of purposes, including, for example, providing you with the latest information about our products and services and offering you our latest promotions. You can limit the sharing of certain types of customer information, specifically, Customer Proprietary Network Information (CPNI) and certain credit information, within the Verizon family of companies for marketing services to you other than your current services.
Customer Proprietary Network Information (CPNI) is information that relates to the type, quantity, destination, technical configuration, and location, amount of use and related billing information of your telecommunications or interconnected Voice over Internet Protocol (VoIP) services. Federal law governs our use and sharing of CPNI. Credit information includes your credit score, information found in your consumer reports, and your account history.
We use vendors and partners for a variety of business purposes such as to help us offer, provide, repair and bill for services we provide. We share information with those vendors and partners when it is necessary for them to perform work on our behalf. For example, we may provide your credit card information and billing address to our payment processing company solely for the purpose of processing payment for a transaction you have requested. We require that these vendors and partners protect the customer information we provide to them and limit their use of Verizon customer data to the purposes for which it was provided. We do not permit these types of vendors and partners to use this information for their own marketing purposes.
As described in more detail in other sections of this policy, Verizon also may share certain information with outside companies, for example, to assist with the delivery of advertising campaigns or preparing and sharing aggregate reports. This information does not identify Verizon customers individually.
Verizon may publish the names, addresses and telephone numbers of wireline telephone customers ourselves or we may provide this information to directory publishers, directory assistance services, or others. These companies can use the data they receive from us in other formats or for other purposes and they may make it available to others. We also provide the names of telephone numbers of wireline customers for Caller ID and similar services.
We may disclose information that individually identifies our customers or identifies customer devices in certain circumstances, such as:
If Verizon enters into a merger, acquisition or sale of all or a portion of its assets or business, customer information will also be transferred as part of or in connection with the transaction.
If you choose to interact with specific advertisers who advertise on our apps, sites or services, the information you provide to them is subject to the conditions of their specific privacy policies. We may permit advertisers on our sites, apps and services to place ads based on certain information we have about your Verizon products and services as well as geographic or demographic data. Information used for this purpose does not identify you individually.
Verizon websites and services may include social network or other third-party plug-ins and widgets that may provide information to their associated social networks or third-parties about your interactions with Verizon pages you visit or services you use, even if you do not click on or otherwise interact with the plug-in or widget.
You have choices about how we share and use information.
Customers of Verizon telecommunications and VoIP services may choose to limit the sharing of CPNI for Verizon’s marketing of services outside of services you currently have. Notice about our use and sharing of CPNI and the choices you have may be provided on your monthly bill, over the phone, via text, in contracts or in other ways. Verizon Wireline customers and certain business customers may opt out by calling 1.866.483.9700.
Verizon Wireline consumers may limit the sharing of credit information for our marketing of new services to you. You may opt-out of this sharing by following the instructions in the notice provided on your monthly bill, or by calling 1-844-366-2879.
Federal "Do Not Call" laws allow you to place your phone numbers on the National Do Not Call Registry to prohibit many telemarketing calls to those numbers. If you would like to add your numbers to this list, you may do so by calling 1.888.382.1222, or by visiting donotcall.gov.
Most telemarketing laws allow companies to contact their own customers without consulting the federal or state Do Not Call lists. If you would like to be removed from Verizon’s residential telemarketing list, please contact us at 1.800.VERIZON (1.800.837.4966). Please allow 30 days for your telephone number to be removed from any sales programs that are currently underway.
Marketing emails you receive from Verizon include an unsubscribe instruction (usually found at the bottom of the email) that you may use to opt out of receiving future marketing-related emails.
You may opt out of receiving marketing-related postal mailings or prevent door-to-door marketing solicitations from us by calling 1.800.VERIZON (1.800.837.4966). Text message solicitations from Verizon also contain an "unsubscribe" feature that you can use to prevent future marketing text messages from us. Please note that we may use bulk mail service for some marketing mailings. These services deliver offers to all homes in a neighborhood or zip code. This type of mailing will continue even if you opt-out of receiving marketing-related postal mailings from us.
Mobile device operating systems have a location setting. When you turn this setting to “off,” the device stops collecting your location and stops transmitting location information to apps on the device, including Verizon apps that use location information. Other device settings allow you to stop the transmission of location data to individual apps on your device.
We may use certain location information we collect, such as information about the location of Wi-Fi access points, to help improve location accuracy in our services or apps. If you do not want us to use your Wi-Fi router information, you should change your router’s name so that it contains “_nomap” or “_optout.” For example, if your router is named “Myrouter”, you could rename it “Myrouter_nomap.”
Verizon recognizes that online service providers must be vigilant in protecting the safety and privacy of children online. We do not knowingly collect, use or disclose individually identifying information from children under the age of 13 without obtaining verifiable parental consent.
If you have a complaint about child pornography, the soliciting of children for sexual activity, or any other illegal or inappropriate activity involving children on a Verizon service, report it to us by sending an email to email@example.com. Please include the words "child porn" in the subject line of your email. You can also make a report directly to the National Center for Missing and Exploited Children through its CyberTipline located at cybertipline.org.
Verizon has technical, administrative and physical safeguards in place to help protect against unauthorized access to, use or disclosure of customer information we collect or store, including social security numbers. Employees are trained on the importance of protecting privacy and on the proper access to, use and disclosure of customer information. Under our practices and policies, access to sensitive personally identifiable information is authorized only for those who have a business need for such access. Personally identifiable information and other sensitive records are retained only as long as reasonably necessary for business, accounting, tax or legal purposes.
Although we work hard to protect personal information that we collect and store, no program is 100% secure and we cannot guarantee that our safeguards will prevent every unauthorized attempt to access, use or disclose personal information. We maintain securityand incident response plans to handle incidents involving unauthorized access to private information we collect or store.
If you become aware of a security issue, please contact our Security Control Center at: HQD03A78, P.O. Box 152092, Irving, TX, 75015-2092; Fax: 1.800.997.9981. We will work with you to address any problems.
Verizon Privacy Office
1300 I Street, NW
Suite 500 East
Washington, DC 20005
We strive to keep our customer records as accurate as possible. You may correct or update your Verizon customer information by calling one of our customer service representatives at 1.800.VERIZON (1.800.837.4966) or by accessing your account online at verizon.com/myverizon. Fios and other customers served over our fiber-to-the-premises network who would like to see their personally identifiable information, may contact us at firstname.lastname@example.org to arrange a time and convenient location to do so during business hours. You will need to provide proper identification and you may examine records that contain personally identifiable information about you and no one else. If you believe any of your personally identifiable information is inaccurate, we will work with you to ensure that corrections are made. Verizon reserves the right to charge you for the cost of photocopying any documents you request.
If we elect to use or disclose information that identifies you as an individual in a manner that is materially different from that stated in our policy at the time we collected that information from you, we will give you a choice regarding such use or disclosure by appropriate means, which may include use of an opt-out mechanism.
Updated September, 2018
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Verizon Privacy Office
1300 I Street, NW
Suite 500 East
Washington, DC 20005