North Alabama Fiber – Customer Privacy Policy

Effective Date: February 13, 2026

Fiber & SMS Messaging Addendum

Original Policy Text (Preserved)

The text below preserves the original NAEC policy language for completeness. Where the original text references services not applicable to fiber-only customers, the Fiber & SMS addendum above governs the messaging program and fiber-specific interpretation.

---

NAEC CUSTOMER PRIVACY POLICY

This Customer Privacy Policy applies to Phone, Internet, Television and related services (“Services”) delivered by North Alabama Electric Cooperative, a non-profit membership cooperative and doing business as North Alabama Electric Cooperative (“NAEC”).

This Customer Privacy Policy has been provided to you in your Welcome Kit and is also available online under “Legal Notices” at www.naecoop.com.

Why is NAEC Providing This Policy to Me? As a subscriber to cable service or other services provided by NAEC, you are entitled under Section 631 of the Federal Cable Communications Policy Act of 1984, as amended, (the “Cable Act”) to know the following:

• the limitations imposed by the Cable Act upon cable operators in the collection and disclosure of personally identifiable information about subscribers;
• the nature of personally identifiable information we collect;
• the nature of the use of personally identifiable information;
• under what conditions and circumstances we may disclose personally identifiable information and to whom;
• the period during which we maintain personally identifiable information;
• the times and place at which you may have access to your personally identifiable information; and
• your rights under the Cable Act concerning personally identifiable information and its collection and disclosure.

Personally identifiable information is information that identifies a particular person; it does not include aggregate data that does not identify a particular person or persons.

In addition, Section 702 of the Federal Telecommunications Act of 1996, as amended, (the “Telecommunications Act”) provides additional privacy protections for certain information related to our phone services:

• information about the quantity, technical configuration, type, destination, location, and amount of your use of the phone services; and
• information contained on your telephone bill concerning the phone services you receive.

That phone information, when matched to your name, address, and telephone number is known as Customer Proprietary Network Information (“CPNI”). This notice, which includes our CPNI Policy, describes what CPNI information we obtain, how we protect it, and how it may be used. If you are a customer of our phone services, you have the right, and NAEC has a duty, under the Federal Telecommunications Act, to protect the confidentiality of CPNI. We will also honor any restrictions applied by state law, to the extent applicable.

WE EXPLAIN BELOW UNDER SECTION IV. CUSTOMER ACCESS AND CHOICE “HOW DO I GIVE OR WITHHOLD MY APPROVAL FOR NAEC TO USE CPNI TO MARKET ADDITIONAL PRODUCTS AND SERVICES TO ME?” HOW YOU CAN APPROVE OUR USE OF CPNI OR WITHDRAW YOUR APPROVAL.

Special Note: Our CPNI Policy applies to the telephone communications-related services provided by NAEC. The term “you” refers to you as a subscriber to one or more of our cable services and other services.

I. COLLECTION

What Kind of Information Does This Notice Apply To? The Cable Act applies to personally identifiable information that you have furnished to NAEC, or that NAEC has collected using the cable system, in connection with the provision of cable service or other services. The Telecommunications Act applies to CPNI related to our regulated phone services, and certain orders of the Federal Communications Commission (“FCC”) apply the CPNI rules to our interconnected voice over Internet protocol communications services. This notice applies to our cable television service, our high-speed Internet service, and our phone services as provided for by applicable law and except as otherwise noted.

Special Note: This notice only covers information that is collected by NAEC in connection with the provision of our telecommunication services to you as a subscriber to one or more of these services. It does not cover information that may be collected through any other products, services, or websites, even if accessed through our services and even if co-branded with them. You should read the privacy policies for these other products, services, and websites to learn how they handle your personal information.

For What Purposes May NAEC Collect Personally Identifiable Information and CPNI? The Cable Act authorizes NAEC as a cable operator to use the cable system to collect personally identifiable information concerning any subscriber for the following purposes:

• in order to obtain information necessary to render our cable service or other services to our subscribers; and
• to detect unauthorized reception of cable communications.

The Cable Act prohibits us from using the cable system to collect personally identifiable information concerning any subscriber for any purposes other than those listed above without the subscriber’s prior written or electronic consent.

The Telecommunications Act authorizes us to use, disclose, or permit access to individually identifiable CPNI in our provision of:

• the telecommunications service from which this information is derived; or
• services necessary to, or used in, the provision of these services, including the publishing of directories.

The Telecommunications Act prohibits us from using CPNI for any purposes other than those listed above except as permitted or required by law or with your approval.

What Kind of Personally Identifiable Information and CPNI Does NAEC Collect? NAEC collects information from you at several different points when you initiate and use our services. Some of this information is personally identifiable information, but much of it is not. We collect certain personally identifiable information that our subscribers furnish to us in connection with the provision of cable service or other services. In order to provide reliable, high quality service to you, we keep regular business records containing information about you that may constitute personally identifiable information. These records include some, but typically not all, of the following information:

• your name; service address;
• billing address; E-mail address;
• telephone number; driver’s license number;
• social security number; bank account number;
• credit card number; and other similar account information.

With respect to phone services, examples of CPNI include information typically available from telephone-related details on your monthly bill, such as:

• location of service; technical configuration of service;
• type of service; quantity of service;
• amount of use of service; calling patterns;
• and other information contained on your bill for local and long distance services.

CPNI does not include your name, address, and telephone number, because the Telecommunications Act classifies that information as “subscriber list information” which is not subject to the protections applicable to CPNI. However, that information is also subject to certain protections as described below under Section III. DISCLOSURE “To Whom May NAEC Disclose Personally Identifiable Information?”

We also collect and maintain certain other information about your account. For example, this information may include:

• billing, payment, and deposit history;
• additional service information;
• customer correspondence and communications records;
• maintenance and complaint information;
• records indicating the number of television sets, set-top boxes, modems, or telephones connected to our cable system; and
• additional information about the service options you have chosen.

Some of our services permit you to establish secondary accounts, and if you do so we collect similar information in order to establish and service the secondary accounts. During the initial provisioning of our services, and during any subsequent changes or updates to our services, NAEC may collect technical information about your televisions, any set-top boxes, computer hardware and software, telephones, and/or other cable or other service-related devices, and customization settings and preferences. Additionally, if you rent your residence, we may have a record of whether landlord permission was required prior to installing our cable facilities as well as your landlord’s name and address.

What Kind of Information Does NAEC Collect if I Use Interactive or Transactional Services or Television Viewing Controls? When you use our interactive or other transactional services such as video on demand, for example, our systems may automatically collect certain information about your use of these services. Most of this information is not personally identifiable information and it is simply used, for example, to carry out a particular request you make using your remote control, set-top box, or other equipment. This may include information required to change your television channel, review listings in an electronic program guide, pause or fast forward through certain on demand programs, or invoke a calling feature, among other things. It may also include other information such as the time you actually use our services and the use of other features of our services, and which menus and menu screens are used most often and the time spent using them.

In order to carry out a particular request you make to watch a pay-per-view program or purchase a product, service, or feature, for example, our system may collect certain personally identifiable information. This information typically consists of account and billing-related information such as the pay-per-view programs or other products, services, or features ordered so that you may be properly billed for them. Follow your program guide commands or any special instructions on your video screen when you make these transactional requests. These commands and instructions will explain your choices so that you can complete or cancel your requests as you wish.

What Kind of Information Does NAEC Collect and Use to Improve Your Cable Services and Deliver Relevant Advertising? Our cable systems may collect anonymous and/or aggregate information using set-top boxes and other equipment. We use this information to determine which programs are most popular, how many people watch a program to its conclusion, and whether people are watching commercials, for example. We may provide subscriber lists or certain anonymous and/or aggregate information to third parties working on our behalf such as audience measurement or market research firms. These firms may combine this information with other aggregated or non-aggregated demographic information (such as census records) to provide us with audience analysis data though we will require them to remove personally identifiable information about our subscribers from this data. We use this information to improve our cable television service and other services and make programming and advertising more relevant to our subscribers. We may also use this information to distribute and deliver relevant programming and advertising to you without disclosing personally identifiable information about you to programmers or advertisers. In addition to this privacy notice, we may provide additional notices to you regarding specific advertising or other initiatives. These notices will describe the initiatives in greater detail and may, as appropriate, contain information you can use to choose to participate, or not participate, in these initiatives.

II. USE

How Does NAEC Use Personally Identifiable Information and CPNI? We collect, maintain, and use personally identifiable information and CPNI as permitted by the Cable Act and the Telecommunications Act and other applicable laws. We use this information primarily to conduct business activities related to providing you with our cable service and other services, and to help us detect theft of service. Generally speaking, we use personally identifiable information in connection with:

• billing and invoicing;
• administration;
• surveys;
• collection of fees and charges;
• marketing;
• service delivery and customization;
• maintenance and operations;
• technical support;
• hardware and software upgrades; and
• fraud prevention.

More specifically, we also use personally identifiable information to:

• install, configure, operate, provide, support, and maintain our cable service and other services;
• confirm you are receiving the level(s) of service requested and are properly billed;
• identify you when changes are made to your account or services;
• make you aware of new products or services that may be of interest to you;
• understand the use of, and identify improvements to, our services;
• detect unauthorized reception, use, or abuse of our services;
• determine whether there are violations of any applicable policies and terms of service;
• manage the network supporting our services;
• configure cable service and other service-related devices; and
• comply with state and federal law.

The Telecommunications Act further permits NAEC to use, disclose, and permit access to CPNI obtained from our customers, either directly or indirectly, to:

• initiate, render, bill, and collect for telecommunications services;
• 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;
• provide any inbound telemarketing, referral, or administrative services to you for the duration of the call, if you initiated the call and you approve of the use of this information to provide these services; and
• to provide call location information concerning the user of a commercial mobile phone service.

With respect to phone services, unless we obtain your approval in accordance with our policies described below under Section IV. CUSTOMER ACCESS AND CHOICE “How Do I Give or Withhold My Approval for NAEC to Use CPNI to Market Additional Products and Services to Me?” NAEC may not use CPNI to market products and services to you other than the phone services.

NAEC transmits, and may collect and store for a period of time, personally identifiable and non-personally identifiable information about you when you use our high-speed Internet and phone services to:

• send and receive E-mail, video mail, and instant messages;
• transfer and share files;
• make files accessible;
• visit websites;
• place or receive calls;
• leave and receive voice-mail messages;
• establish custom settings or preferences;
• communicate with us for support; or
• otherwise use the services and their features.

Our transmission, collection, and storage of this information is necessary to render the services. In certain situations, third-party service providers may transmit, collect, and store this information on our behalf to provide features of our services. These third parties are not permitted to use your personally identifiable information except for the purpose of providing these features.

We may also combine personally identifiable information, which we collect as described in this notice as part of our regular business records, with personally identifiable information obtained from third parties for the purpose of creating an enhanced database or business records. We may use this database and these business records in marketing and other activities related to our cable service and other services. We also maintain records of research concerning subscriber satisfaction and viewing habits, which are obtained from subscriber interviews and questionnaires.

III. DISCLOSURE

Under What Circumstances May NAEC Disclose Personally Identifiable Information to Others? NAEC considers the personally identifiable information contained in our business records to be confidential. The Cable Act authorizes NAEC as a cable operator to disclose personally identifiable information concerning any subscriber for the following purposes if the disclosure is:

• necessary to render, or conduct a legitimate business activity related to, the cable service or other services provided to the subscriber;
• required by law or legal process; or
• of the names and addresses of subscribers for “mailing list” or other purposes (subject to each subscriber’s right to prohibit or limit this disclosure).

The Cable Act prohibits us from disclosing personally identifiable information concerning any subscriber for any purposes other than those listed above without the subscriber’s prior written or electronic consent.

To Whom May NAEC Disclose Personally Identifiable Information? We may disclose personally identifiable information as provided for in the Cable Act when it is necessary to render, or conduct a legitimate business activity related to the cable service or other services we provide to you. These kinds of disclosures typically involve billing and collections, administration, surveys, marketing, service delivery and customization, maintenance and operations, and fraud prevention, for example. We may also collect, use, and disclose information about you in non-personally identifiable or aggregate formats, such as ratings surveys and service usage and other statistical reports, which do not personally identify you, your particular viewing habits, or the nature of any transaction you have made over the cable system. The frequency of any disclosure of personally identifiable information varies in accordance with our business needs and activities.

The Cable Act authorizes NAEC as a cable operator to disclose limited personally identifiable information to others, such as charities, marketing organizations, or other businesses, for cable or non-cable “mailing list” or other purposes. From time to time we may disclose your name and address for these purposes. However, you have the right to prohibit or limit this kind of disclosure by contacting us by telephone at 1-866-835-1288 or by sending us a written request as described below under Section IV. CUSTOMER ACCESS and CHOICE “How Do I Contact NAEC?”

We may occasionally disclose personally identifiable information about you to outside auditors, professional advisors, service providers and vendors, and regulators. We make these disclosures as provided for in the Cable Act. We may be required by law or legal process to disclose certain personally identifiable information about you to lawyers and parties in connection with litigation and to law enforcement personnel. If we enter into a merger, acquisition, or sale of all or a portion of our assets, subscribers’ personally identifiable information will, in most instances, be one of the items transferred as part of the transaction.

We may also use or disclose personally identifiable information about you without your consent to protect our customers, employees, or property, in emergency situations, to enforce our rights under our terms of service and policies, in court or elsewhere, and as otherwise permitted by law.

When May NAEC Disclose Personal Information to Others in Connection with Phone Service? NAEC may disclose to others personally identifiable information in connection with features and services such as Caller ID, 911/E911, and directory services as follows:

• We may transmit your name and/or telephone number to be displayed on a Caller ID device unless you have elected to block such information. Please note that Caller ID blocking may not prevent the display of your name and/or telephone number when you dial certain business or emergency numbers, 911, 900 numbers, or toll-free numbers with prefixes like 800, 888, 877, or 866.
• We may provide your name, address, and telephone number to public safety authorities and their vendors for inclusion in E911 databases and records, inclusion in “reverse 911” systems, or to troubleshoot 911/E911 record errors.
• We may publish and distribute, or cause to be published and distributed, telephone directories in print, on the Internet, and on disks. Those telephone directories may include subscriber names, addresses, and telephone numbers, without restriction to their use.
• We may also make subscriber names, addresses, and telephone numbers available, or cause such subscriber information to be made available, through directory assistance operators.
• We may provide subscribers’ names, addresses, and telephone numbers to unaffiliated directory publishers and directory assistance providers for their use in creating directories and offering directory assistance services.
• Once our subscribers’ names, addresses, and telephone numbers appear in telephone directories or directory assistance, they may be sorted, packaged, repackaged and made available again in different formats by anyone.

We take reasonable precautions to ensure that non-published and unlisted numbers are not included in our telephone directories or directory assistance services, but we cannot guarantee that errors will never occur.

When is NAEC Required by Law to Disclose Personally Identifiable Information and CPNI? We make every reasonable effort to protect subscriber privacy as described in this notice. Nevertheless, we may be required by law to disclose personally identifiable information or individually identifiable CPNI about a subscriber. These disclosures may be made with or without the subscriber’s consent, and with or without notice, in compliance with the terms of valid legal process such as a subpoena, court order, or search warrant.

For subscribers to our cable television service, the Cable Act requires NAEC as a cable operator to disclose personally identifiable information to a third-party or governmental entity in response to a court order. If the court order is sought by a non-governmental entity, we are required to notify the subscriber of the court order. If the court order is sought by a governmental entity, the Cable Act requires that the cable subscriber be afforded the opportunity to appear and contest in a court proceeding relevant to the court order any claims made in support of the court order. At the proceeding, the Cable Act requires the governmental entity to offer clear and convincing evidence that the subject of the information is reasonably suspected of engaging in criminal activity and that the information sought would be material evidence in the case.

For subscribers to our high-speed Internet and phone services, the Cable Act requires NAEC to disclose personally identifiable information and individually identifiable CPNI to a private third party in response to a court order, and we are required to notify the subscriber of the court order. The Cable Act requires us to disclose personally identifiable information and individually identifiable CPNI about subscribers to high-speed Internet and phone services to a government entity in response to a subpoena, court order, or search warrant, for example. We are usually prohibited from notifying the subscriber of any disclosure of personally identifiable information to a government entity by the terms of the subpoena, court order, or search warrant.

How Does NAEC Protect Personally Identifiable Information? We follow industry-standard practices to take such actions as are necessary to prevent unauthorized access to personally identifiable information by a person other than the subscriber or us. However, we cannot guarantee that these practices will prevent every unauthorized attempt to access, use, or disclose personally identifiable information.

How Long Does NAEC Maintain Personally Identifiable Information? NAEC maintains personally identifiable information about you in our regular business records while you are a subscriber to our cable service or other services. We also maintain this information for a period of time after you are no longer a subscriber if the information is necessary for the purposes for which it was collected or to satisfy legal requirements. These purposes typically include business, legal, or tax purposes. If these purposes no longer apply, we will destroy the information according to our internal policies and procedures.

IV. CUSTOMER ACCESS and CHOICE

How Can I See My Personally Identifiable Information or CPNI and Correct It, If Necessary? You may examine and correct, if necessary, the personally identifiable information regarding you that is collected and maintained by NAEC in our regular business records. In most cases, the personally identifiable information contained in these records consists solely of billing and account information. We will correct our records if you make a reasonable showing that any of the personally identifiable information we have collected about you is inaccurate.

You may examine the records containing your personally identifiable information at the NAEC office located at 41103 US Hwy, Stevenson, AL 35772, upon reasonable prior notice to us and during our regular business hours. If you wish to examine these records, please contact us by mail or telephone at 256-437-5000, giving us a reasonable period of time to locate and, if necessary, prepare the information for review, and to arrange an appointment. You will only be permitted to examine records that contain personally identifiable information about your account and no other account. A photo-identification, such as a driver license, will be required.

If you make an affirmative, written request for a copy of your CPNI, we will disclose the relevant information we have to you at your account address of record, or to any person authorized by you, if we reasonably believe the request is valid. However, subscribers to our phone services should be aware that we generally do not provide them with records of any inbound or outbound calls or other records that we don’t furnish in the ordinary course of business (for example, as part of a bill) or which are available only from our archives, without valid legal process such as a court order. In addition, we cannot correct any errors in customer names, addresses, or telephone numbers appearing in, or omitted from, our or our vendors’ directory lists until the next available publication of those directory lists. Further, we may have no control over information appearing in the directory lists or directory assistance services of directory publishers or directory assistance providers which are not owned by us or our subsidiaries.

NAEC reserves the right to charge you for the cost of retrieving and photocopying any documents or records that you request.

How Do I Give or Withhold My Approval for NAEC to Use CPNI to Market Additional Products and Services to Me? From time to time we would like to use the CPNI information we have on file to provide you with information about our communications-related products and services or special promotions. Our use of CPNI may also enhance our ability to offer products and services tailored to your specific needs. We would like your approval so that we, our agents, affiliates, joint venture partners, and independent contractors may use this CPNI to let you know about communications-related services other than those to which you currently subscribe that we believe may be of interest to you. IF YOU DO NOT APPROVE, YOU MUST AFFIRMATIVELY TELL US BY OPTING OUT OF THIS USE OF CPNI. You may deny or restrict our right to use your CPNI for this purpose by calling the numbers listed below.

If you deny or restrict your approval for us to use your CPNI, you will suffer no effect, now or in the future, on how we provide any services to which you subscribe. Any denial or restriction of your approval remains valid until your services are discontinued or you affirmatively revoke or limit such approval or denial.

How Do I Place Myself on NAEC’s “Do Not Call” and/or “Do Not Mail” Lists? You may contact NAEC at 256-437-5000 to ask us to put your name on our internal company “do not call” and “do not mail” lists so that you do not receive marketing or promotional telephone calls or postal mail from us or made at our request. You also have the right to prohibit or limit disclosure of your personally identifiable information for “mailing list” or other purposes as described above in this notice by contacting us at 256-437-5000.

NAEC’s use of your account information for marketing and promotional activities is also subject to your right to limit or restrict us from making those offers as described above in “How do I give or withhold my approval for NAEC to use CPNI to market additional products and services to me?” in this notice.

How Do I Contact NAEC?

If you have any questions or suggestions regarding this privacy notice, or wish to contact us about your personal information, please reach us as follows:

• Phone: 256-437-5000
• Website: www.naecoop.com
• Mail: NAEC Attn: Customer Service—Customer Privacy Notice, P.O. Box 628, Stevenson, AL 35772

NAEC reserves the right to modify this Customer Privacy Policy at any time in its sole and absolute discretion. Changes and modifications will be effective when posted and any use of the Services after the posting of any changes will be considered acceptance of those changes.

This NAEC Customer Privacy Policy was last updated on January 10, 2018. Fiber & SMS addendum effective February 13, 2026.