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As of January 1, 2024, Everbright had to comply with the California Consumer Privacy Act, which provides privacy consumer rights to California residents like the right to know, the right to delete, and the right to rectify. Other states are or will be enforcing Consumer Privacy laws within the USA. | ||||||||
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Effective January 1, 2024, if a California resident requests a copy of what information EverBright has on them or states they would like to submit a Consumer Rights Request, the agent should verify the state the consumer is calling from. Direct them to http://www.goeverbright.com and scroll down to the Trust Center.
| If it is a California resident, scroll down and click the California Residents Notice at Collection link. Under ‘How to Submit a Request’, they will click on the ‘How to Submit a Request’, they will click on the ‘Request Form for The California Consumer Privacy Act’ link. Once they complete and submit the form, the request goes directly to the Compliance team for completion.
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If the requestor is unable to complete the form while on the call, the agent should send them an email with the REQUEST FORM FOR CALIFORNIA PRIVACY RIGHTS ACT link to complete the form at their convenience. If the requestor is still unable to complete the form, the support agent can complete the form for them. | ||||||||
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If the Support team receives inquiries about EverBright’s Privacy Policy or how EverBright uses customer’s information. . | |||
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Step | Action | ||
1 | IF: | THEN: | |
If the support team receives inquiries regarding EverBright’s Privacy Policy. | The agent should refer the requestor to EverBright’s website where the privacy policy is located. The requestor can also be provided with the privacy policy link https://www.goeverbright.com/privacy-policy. | ||
The customer would like to know how EverBright uses customers information. | This information can be found in the EB - Privacy Notice - GLBA. | ||
The customer states they do not want EverBright to sell or give out any of their information. | Proceed to Step 2. | ||
Customer information that should NEVER be shared. The following items should never be released to anyone seeking details of a homeowner’s account. This list is not exhaustive and should be used as guidance when receiving inquiries:
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2 | IF: | THEN: | |
If a customer calls and requests that EverBright does not share or sell their information, be sure to let the customer know that EverBright does not sell any customer information.
| Be sure to gather as much information as possible from the customer such as:
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You may provide a copy of the EB - Privacy Notice - GLBA to the customer. If they have additional questions or would like more information, please forward the request to the escalations team Escalations . They will handle on a case-by-case basis. | |||
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Customer contacts EverBright and requests an affiliate opt-out. | ||
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When a customer specifically requests to opt-out of data sharing with EverBrights affiliates. | The agent must verify that the caller is a customer of EverBright. | Marketing has created a form that can be found at https://www.goeverbright.com/affiliate-opt-out. This form is for CUSTOMER SUPPORT to complete only. Important: The customer will receive a confirmation email at the email address provided. |
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