CRM Privacy Act Statement

This Privacy Act Statement explains how we are going to use the personal information in this system.

The Privacy Act is a law that requires the Federal Communications Commission (FCC) and the Universal Service Administrative Company (USAC), as the FCC’s program administrator, to explain why we are asking individuals for personal information, and what we are going to do with this information after we collect it.

Authority: 47 U.S.C. Section 254; 47 CFR Part 54.

Purpose: The USAC Customer Relationship Management (CRM) system is a comprehensive customer service complaint and assistance request management system that allows Universal Service Fund (USF), Emergency Connectivity Fund (ECF), and Affordable Connectivity Program (ACP) stakeholders (including both program participants and those individuals supporting the program participants such as consortiums, consultants, and service providers, depending on the program) to submit complaints and requests for assistance from USAC via email and telephone calls to a managed call center. The USAC CRM system collects personal information to identify and verify users, communicate with them about their issues, and track issues to resolution.

Routine Uses: We may share the personal information you enter into this form with other parties for specific purposes, such as:

  • With USAC employees and contractors who operate the CRM system;
  • With service providers who participate in the Universal Service Fund and appropriated fund programs in order to help resolve consumer complaints and inquiries;
  • With appropriate agencies, entities, and persons when the FCC suspects or has confirmed that there has been a breach of information; and
  • With law enforcement and other officials investigating potential violations of FCC rules.

A complete listing of the ways we may share your information is published in the Business Contacts and Certifications System of Records Notice (SORN), FCC-2, and the Lifeline SORN, FCC/WCB-1 , both posted on the FCC’s Privacy Act Information webpage.

Disclosure: You are not required to provide the identifying information we are requesting, but if you do not, we will not be able to provide the assistance you seek.