California Notice at Collection of Personal Information

December 31, 2025

This Notice at Collection (‘Notice’) explains the categories of Personal Information that Lumen Technologies, Inc. and our affiliated brands, including CenturyLink and Quantum Fiber (‘Lumen’, ‘we’, ‘us’, ‘our’) collect about California residents, and the purposes for which we collect and use that information. This Notice is provided at or before the point of collection, as required under the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA).

Categories of Personal Information We Collect

Depending on how you interact with Lumen, we may collect the following categories of Personal Information:

• Identifiers, such as your forename, middle name, surname, salutation, date of birth, social security number (or equivalent), financial account details (i.e. credit card or bank account number), email address, postal address, service address, phone number and similar contact data.
• Customer Records, such as customer account or profile information, name, account name, other characteristics, identifiers or descriptions, email and physical address, phone number and other contact information, account credentials, communications preferences, invoicing and payment information, online account/profile creation for an  account, customer service and support tickets and records, preferred contact method, and other information you provide in order to purchase and use our products or services.
• Customer Support Records, such as email correspondence, recorded conversations with our agents and recorded online sessions for quality assurance, training and online session analysis.
  • This may include the text or recording of ‘click to chat’ sessions, screen shots for remote access for technical support.
  • For network support, we may log dates, times, and the telephone numbers of calls to and from our customers, for activities such as toll invoicing.
  • Employment and Applicant information, such as information about your personal and employment background, current job title, job function, racial background (as required under law), gender, citizenship, veteran or military status. For additional details regarding Lumen’s Privacy Practices for applicants, refer to the Global Employment Applicant and Talent Community Privacy Notice.
  • Internet or other Electronic Network Activity Information, such as information about your interaction with Lumen including cookies, session logs, search history and website interaction analysis of your activity and any changes you made to the business account(s) you are authorised to manage, enquiries you submit, feedback and similar commercial activity information.
  • Commercial information, such as electronic marketing materials, products or services purchased, obtained or considered, or other purchasing or consumption histories or tendencies. For telecommunications services like voice calling or text messaging, Lumen and third parties may also analyse Personal Information collected during such interactions.
  • Sensitive Personal Information, such as your precise geolocation, government identifier, financial account information and health data. Lumen does not collect your health data as part of providing your services. However, if you provide this information, this may be noted in your account. When required, Lumen will obtain your consent before collecting and using Sensitive Personal Information.

There may be circumstances where we request Personal Information other than as identified above. Lumen will do this only where necessary or justified to improve the services we provide and to increase the relevance of your service portfolio and will be treated the same as the other Personal Information identified in this Privacy Notice.

Purposes for Collecting and Using Personal Information
We collect and use Personal Information for the following business or commercial purposes:

Service Delivery and Account Management

• Providing, activating and maintaining services and equipment.
• Setting up and managing accounts, authentication and identity verification.
• Scheduling, installation, customer care and technical support.
• Service and equipment repairs.
• Respond to customers' questions and concerns.

Network Operations, Security and Fraud Prevention

• Operating, monitoring and optimising network performance.
• Preventing fraud, security events, spam and misuse.
• Protecting our network, systems and users.

Invoicing and Payment

• Invoicing, processing payments and preventing payment fraud.
• Managing billing disputes, credits, collections.
  
  

Service Improvement and Analytics

• Troubleshooting and diagnosing network issues.
• Conducting quality assurance, internal trialling and usage analytics.
• Improving product performance and developing our network and services.

Legal and Regulatory Compliance

• Compliance with federal and state laws.
• Responding to valid legal process and regulatory obligations.

Marketing and Communications

• Sending service-related updates, account notifications and offers.
• Market our services and communicate with our customers and to others about our services.
• Conducting limited advertising and measurement activities, consistent with opt-out rights under CCPA/CPRA.

We also use Personal Information we obtain from third parties, including demographic data, to help us serve our customers, predict what new services they may require and determine a customer’s creditworthiness. 

Lumen may also use your Personal Information to assess and implement mergers, acquisitions, reorganisations, bankruptcies and other business transactions such as financings, and to administer our business, accounting, auditing, compliance, recordkeeping and legal functions.

Lumen may combine Personal Information across our systems, platforms, and databases. This includes combining information we receive from third parties and information related to the use of Lumen services. Lumen will use your Personal Information only for the purpose for which it was obtained and keep it only as long as necessary.

Detailed information regarding Lumen’s use(s) can be reviewed in the Lumen Privacy Centre.

Selling or Sharing Personal Information
Lumen does not ‘sell’ Personal Information for monetary consideration.
Certain website analytics, advertising measurement tools, or cross-context behavioural advertising may be considered ‘sharing’ under the CPRA.

You can exercise your rights to opt-out of sharing or processing of personal data for targeted advertising, by clicking on the link ‘Your Opt-Out Rights’. For more details see our cookie notice.

Retention
We retain Personal Information for as long as needed to provide services, meet legal obligations, maintain business records, resolve disputes and enforce our agreements. Retention periods vary by data category and purpose.

Your California Privacy Rights
California residents may have the right to:

• Request access and obtain a copy of your Personal Information, including certain information about our handling of Personal Information (such as the categories, sources and purposes of collection and disclosure).
• Request a change to incorrect or incomplete data.
• Request that we delete or stop processing your data, for example, where the data is no longer necessary for the purposes of processing.
• Request we limit our use of sensitive Personal Information to certain permissible purposes (however, note that we do not use your sensitive Personal Information for any purposes other than as necessary to process your application or according to a legal obligation).
• Object to the processing of your data where Lumen is relying on its legitimate interests as the legal ground for processing.
• Request the transfer of your Personal Information to another organisation.
• Not be discriminated against for exercising any of your rights with regard to Personal Information.

You may submit a request through the Lumen Privacy Centre or by contacting us at the methods provided in our full Privacy Notice.

How to Contact Us
For more information, or to exercise your rights, please review the Lumen Privacy Notice or contact us at: Privacy@lumen.com.