The Lumen Trust and Safety team is responsible for the Law Enforcement Support (LES) functions of Lumen Technologies and is responsible for appropriately responding to requests for customer information received from federal, state and local law enforcement agencies, from attorneys in criminal and civil matters and from our customers. Requests for customer information may include requests for records related to any of Lumen or our legacy entities services, including local and long‑distance communication, dial‑up Internet, Internet Protocol usage, High‑Speed Internet, Voice over Internet Protocol (VoIP), 9‑1‑1, voice‑messaging, invoicing or other records. The Trust and Safety team is also responsible for provisioning law enforcement requests for pen registers, trap and trace, and Title III wiretaps pursuant to federal and state court orders, and for compliance with national security orders.

What information does Lumen have?

When Lumen provides its services, which include Internet access, local and long‑distance communication, Voice over Internet Protocol (VoIP), entertainment, additional voice, broadband and data services such as call routing and cloud computing, and alarm monitoring for your home or business, we necessarily obtain certain information about you. This information may include your name, address, email address, telephone number, date of birth, social security number, driver's licence number, credit information, use of an Internet Protocol address assigned to your computer, and, in some cases, information about how you use our services. Finally, Lumen also gathers information from visitors to our websites and those who click on our internet ads, such as the user's operating system, location, Internet Protocol address, and what sites the user visited immediately before or after our site.

Lumen takes its customers' privacy seriously. For more information about what types of information are collected by Lumen and our privacy practices, see Lumen’s Privacy Notice.

What kind of information can a Lumen customer obtain without a legal demand?

The Trust & Safety team can provide customers with information concerning the local and long‑distance calls made from the customer's phone number at a certain date and time. Keep in mind that some of this information is available to customers in their billing statements through Control Centre (Business) or My CenturyLink (Residential). The Trust and Safety team does charge the appropriate fees for looking up this information. The Trust and Safety team cannot provide information concerning incoming telephone calls without a proper legal demand (either a subpoena or court order).