(A) In the event that any town employee responsible for, or involved in, restoring an existing covered account or accepting payment for a covered account becomes aware of red flags indicating possible identity theft with respect to existing covered accounts, such employee shall use his or her discretion to determine whether such red flag or combination of red flags suggests a threat of identity theft. If, in his or her discretion, such employee determines that identity theft or attempted identity theft is likely or probable, such employee shall immediately report such red flags to the Clerk-Treasurer. If, in his or her discretion, such employee deems that identity theft is unlikely or that reliable information is available to reconcile red flags, the employee shall convey this information to the Clerk-Treasurer who, in his or her discretion, may determine that no further action is necessary. If the Clerk-Treasurer, in his or her discretion, determines that further action is necessary, a town employee shall perform one or more of the following responses, as determined to be appropriate by the Clerk-Treasurer:
(1) Contact the customer;
(2) Close the account;
(3) Notify law enforcement, in the event that someone other than the customer has accessed the customer’s account causing additional charges to accrue or accessing personal identifying information; and/or
(4) Take other appropriate action to prevent or mitigate identity theft.
(B) Under no circumstances shall a town employee give any information to any individual over the phone regarding a covered account other than the balance currently owed.
(C) The balance currently owed on a covered account shall only be given out to an individual who correctly identifies the property address, billing address, and name on the covered account.
(D) Information on a covered account shall not be changed or amended except under the following circumstances:
(1) An in-person request from a customer who presents photo identification; or
(2) A telephone request from a person who provides the name of the account holder, the account address, and the account number.
(E) No bill or correspondence to covered account holders shall include any customer information other than the customer name, the customer address, the customer account number, and the customer balance.
(Ord. G-09-03, passed 4-13-2009)