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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 and ensure they are an EverBright homeowner. 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.

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:

• Social security number

• Homeowner’s full name

• Banking information (checking/ savings, debit/credit card numbers)

• Birth date

• Mailing address

• E-mail address

• Phone number

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. The agent must verify that the caller is a customer of EverBright.

Agent:

In order to verify your account can you please provide me with the full name on the account, address, phone number, and email address associated with the communication.

If the agent is unable to verify the customer:

I am unable to verify your account at this time. To protect the privacy of our customers, please send a request to opt-out to support@goeverbright.com from the email on file.

Be sure to gather as much information as possible from the customer such as:

• State of residence

• How the lead came in (i.e., HubSpot, an installer, a phone lead, etc.)

• Link to job, if applicable

You may provide a copy of the EB - Privacy Notice - GLBA to the Everbright 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.