Online training

Customer Proprietary Network Information (CPNI)

All telecommunication employees with access to consumer data are required to receive annual training on the proper handling of CPNI in sales transactions and everyday customer interactions. This 30-minute Customer Proprietary Network Information course is intended to help telecommunications companies meet this training mandate. It explains the legal requirements for how CPNI can be used and accessed.

Geography Covered: Americas | Duration: 30 minutes


Pursuant to the Telecommunications Act of 1996, the Federal Communications Commission (FCC) requires that telecommunications companies protect consumer privacy by (1) obtaining customer approval before divulging customer proprietary network information (CPNI); and (2) using certain specified security measures. In 2007 the FCC issued security rules that included customer authentication and notification requirements.

All telecommunications employees with access to consumer data are required to receive annual training on the proper handling of CPNI in both sales transactions and everyday customer interactions. A telecommunications company's failure to provide its employees with this training puts the company at risk of substantial FCC fines.

The topics covered in the course include:

  • What is CPNI?
  • The Telecommunications Act of 1996
  • FCC rules
  • Telecommunications service categories (TSCs)
  • Other CPNI use
  • Customer approval
  • Opt-out and opt-in customers
  • Informed consent
  • Authentication requirements
  • Customer account passwords
  • Changes to accounts
  • Security breaches
  • Recordkeeping
  • Annual certifications
  • Enforcement
  • Like with all our courses, the Customer Proprietary Network Information training course was written by experts and powered by world-leading regulatory intelligence, which tracks more than 900 regulators and exchanges globally to ensure the course content is always up to date.

    All our training courses are driven by practical examples and interactive scenarios to ensure users truly understand and recognize the issues of most importance to your business and learn to instinctively act to support them.

    We employ instructional design techniques optimized for risk and compliance training, enabling your business to educate in a way that reduces risk and helps you build a culture of integrity and compliance.

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