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Obtaining Customer Records from Sbc

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Obtaining Customer Records from Sbc OBTAINING CUSTOMER RECORDS FROM SBC/AMERITECH FOR LAW ENFORCEMENT ASSET PROTECTION SBC SERVICES SUBPOENA CENTER COURT ORDER BUREAU AMA TECHNOLOGY CENTER 2 SBC/AMERITECH CUSTOMER RECORDS POLICY The telecommunications industry is undergoing rapid changes and transformations. These changes include legal, regulatory, market, product, and operational issues. Requestors of customer records need to be cognizant that the availability of information is changing concurrent with the transformation of our industry. Ameritech remains prepared to assist Law Enforcement in any legal manner feasible given the changes in our industry. 3 TABLE OF CONTENTS SBC/Ameritech Customer Records Policy………………………………….2 SBC/Ameritech Subpoena Contact List……………………………………..4 Non-Emergency Subpoena Services……………………………………… 6 Obtaining Customer Records………………………………………………..6 Emergency Subpoena Service………………………………………………8 Records Kept in the Normal Course of Business…………………………...9 Created Reports……………………………………………………………10 Other Services Provided by Ameitech…………………………………….10 AMA Study………………………………………………………………..11 Examples of Edited AMA Reports………………………………………..13 Annoyance Call Services………………………………………………….15 Glossary……………………………………………………………………16 APPENDIX A Examples of Ameritech Records…………………………………1-4 APPENDIX B Helpful Hints……………………………………………………...20 4 SBC/AMERITECH SUBPOENA CONTACT LIST SBC SERVICES SUBPOENA CENTER (Requests for Ameritech Records) Mailing Address: 211 S. Akard Street, Rm 1270 Dallas, Texas 75202 Phone: 800-291-4952 Fax: 888-635-6615 Hours of Operation: 8:00A.M. – 4:00P.M. CLIENT SERVICES (Issues needing involvement from SBC Asset Protection) Phone: 800-832-2998 ANNOYANCE CALLS BUREAU (Results on Traps and *57 for Law Enforcement Investigation) Phone: 800-769-4099 Fax: 313-592-3027 COURT ORDER BUREAU (Request for intercepts of voice & data communications and non-consensual trap/trace) Phone: 816-275-1436 Fax: 800-294-9805 AMA TECHNOLOGIES GROUP (Requests for AMA Reports) Phone: 847-248-6961 Fax: 847-248-8329 CINGULAR WIRELESS (Cellular and Wireless) Phone: 866-254-3277 Fax: 866-856-0149 5 NON-EMERGENCY SUBPOENA The Electronic Communications Act SERVICE of 1986 {18 USC 2703 (c) (1) (B)} (Effective January 20, 1987) SBC Services Subpoena Center is now located at 211 S. Akard Street, Rm. Subpoenas for telephone company 1270, Dallas, TX 75202. We can be records are subject to the requirements reached on 800-291-4952 for inquiries of this act, which prohibits telephone and 888-635-6615 for FAX. If you fax companies from providing customer a subpoena, please do not mail it unless information to a governmental agency you have been requested to do so; this unless that request is made pursuant to may cause an administrative oversight either: that may delay processing. - A summons: A notice used If the case has been settled, or your to commence a civil investigation needs change and you no litigation. longer need records, please cancel your - An administrative subpoena: request by calling the Subpoena Control Is authorized by statute, a Center. grand jury or trial subpoena. - A search warrant: A legal Ameritech operates in the following five document that authorizes a states: search by the police. - Court Order: Shows that INDIANA there is reason to believe that ILLINOIS the customer records are MICHIGAN relevant to a legitimate law OHIO enforcement inquiry. WISCONSIN 2. Non-Disclosure Statement Ameritech does not provide service in all exchanges within these area codes. Due Ameritech will not notify customer to increased competition in local whose records have been subpoenaed telephone markets in Ameritech, it is by legal process. Please include the recommended that the account be non-disclosure statement below in verified as being served by Ameritech. your subpoena requests. This information can be verified on www.directorynet.com. “Pursuant to an official criminal investigation being conducted by This is not an SBC/Ameritech website. this agency, you are not to disclose the existence of this request. Any OBTAINING CUSTOMER such disclosure could impede the RECORDS investigation being conducted and thereby interfere with the 1. Release of Records is Governed enforcement of the law.” by Federal Law. 6 3. Release of Records by a request is, in most cases, too Customer Waiver general. To avoid this, please be as specific as possible in the request. Customers can request copies of their own records from the The following is suggested wording Ameritech business office. In this when requesting customer records to circumstance, an agency does not expedite a request: need to contact Ameritech for the records. Pursuant to an official investigation being conducted by The Ameritech Business office (Agency Name), it is directed that number is 800-244-4444. Ameritech furnish subscriber information, full and complete 4. Directory Assistance copies of MUD & or Toll calls for the entire monthly billing period(s) The SBC Services Subpoena Center which include calls between (date) will not conduct directory assistance through (date) for the following inquiries on behalf of law telephone number(s). enforcement agencies, however, can assist with non-published numbers. 7. Retention of Customer Records 5. Time Required for Response The FCC mandates that Ameritech retain customer records for 18 SBC Services Subpoena Center months. The retention media are processes more than 60,000 stored at various locations and in subpoenas, court orders, and other different formats throughout the requests for telephone company Ameritech region. As a result, records each year. Because of this requests may require as many as volume, the Subpoena Center three weeks for records to be requires a minimum of one to two returned to the SBC Services weeks to respond. Please keep this Subpoena Center. turnaround time in mind. The SBC Services Subpoena Center Requests for records on large forwards records received from other businesses or other substantial Ameritech offices; no original copy volumes of Toll/MUD calls may is kept at the SBC Services require even more time. Subpoena Center. Please keep this in mind before making notations on 6. Overly Broad Requests the original copy. Requests for “any and all telephone records” with respect to a particular telephone account will delay the request and may result in fees charged to our agency because such 7 8. Unlisted Numbers this service can be obtained by calling Directorynet.com Unlisted telephone number at 1-800-733-1212. information will not be disclosed - Fone Finder without a subpoena. (www.primeris.com.fonefin d/index.php3) - is an Internet 9. Customer Information via based system, which will Customer Name and/or provide the service provider Street Address of a telephone number. By entering the area code and Ameritech’s business records are first three (3) digits of the organized primarily by telephone telephone number, Fone account number rather than by Finder will provide the customer’s name or address. telephone company that handles that exchange. Please consult directory assistance to obtain a customer’s phone number 10. Delivery of Records before sending a request to Ameritech. We will provide any All records are mailed via the U.S. current subscriber information found Postal Service. Emergency requests in our date base. Ameritech’s will be sent via UPS Next Day Air. systems are unable to provide past numbers based on customer name EMERGENCY SUBPOENA and address alone. SERVICE Alternative methods to obtain An emergency is defined as an LISTED subscriber information: imminent threat to life, health, or - Reverse Directory property. Assistance – can be obtained from your local Ameritech Records will be released in the Directory Assistance. Provide absence of paperwork to a the telephone number(s) in representative of the requesting question to the operator and agency when the requesting if the number is listed you agency has specifically indicated will be provided the name that the request is an emergency. and address of the subscriber. - Directorynet.com- Emergencies are handled on a (www.directorynet.com)-is 24-hr basis by Client Services at an Internet based system, 800-832-2998. which searches by the name, number, or address. (Please note, at this time Directorynet.com is experiencing difficulty with Ohio subscriber information). Additional information on 8 RECORDS KEPT IN THE Can-be-reached number NORMAL COURSE OF (CBR) and/or employment BUSINESS number, Driver’s License number, and other Ameritech produces telephone bills miscellaneous information. in the normal course of business for billing purposes only. Billing cycles - A credit history is a are particular to a customer’s customer’s payment history telephone number. Call record with Ameritech. information is available ten days after completion of the customer’s - All information may not be billing date. Only outgoing long available on older accounts. distance calls are listed on these bills if Ameritech is the billing agent for 3. Toll Records – Includes long the long distance carrier. Outgoing distance calls that are billed to an local telephone call records are Ameritech customer’s account. available on request. Each customer account has a different billing period. 1. Subscriber Information (Customer Service Record) – Types of long distance calls are: Account name and address is direct dialed, operator-assisted, provided. Each request should calling card, third number, and include the area code (see collect. Section IV). Please Note: the long distance 2. Customer Credit and Billing
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