Loading...
HomeMy WebLinkAbout2008-10-23 - Resolution No. 08-12RESOLUTION NO. 08-12 RESOLUTION OF THE BOARD OF DIRECTORS OF THE YORBA LINDA WATER DISTRICT ADOPTING AN IDENTITY THEFT PREVENTION PROGRAM WHEREAS, the Federal Trade Commission ("FTC") has adopted regulations that require "creditors" holding consumer or other "covered accounts" (which are defined to mean any account where customer payment information is collected in order to bill for services rendered) to develop and implement by November 1, 2008, an identity theft prevention program that complies with those regulations; and WHEREAS, because the Yorba Linda Water District (the "District") provides retail water service to its customers, it is a "creditor" under the applicable FTC regulations and must therefore comply with those regulations by adopting and implementing an Identity Theft Prevention Program; and WHEREAS, the District's Board of Directors desires to take action to comply with the applicable FTC regulations by adopting an Identity Theft Prevention Program in policy format; and WHEREAS, the District's Identity Theft Prevention Program (the "Program") shall endeavor to achieve the following goals: a. To identify relevant patterns, practices and specific activities (referred to in this Program as "Red Flags") that signal possible identity theft relating to information maintained in the District's customers' accounts, both those currently existing and those accounts to be established in the future; b. To detect Red Flags after the Program has been implemented; c. To respond promptly and appropriately to detected Red Flags to prevent or mitigate identity theft relating to District customer account information; and d. To ensure the Program is updated periodically to reflect any necessary changes. NOW, THEREFORE, BE IT RESOLVED that the District's Board of Directors hereby adopts, and directs the General Manager to implement and administer, the Identity Theft Prevention Program in policy format. The General Manager shall provide periodic reports to the Board of Directors on the effectiveness of the Program and shall ensure that all necessary District employees are properly trained to implement said Program. 1 - 1 - PASSED AND ADOPTED at a regular meeting of the Board of Directors of the Yorba President, John W-.-Summerfield Yorba Linda Water District ATTEST: Secretary, Michael A. Payne Yorba Linda Water Distridt n D -2- Yorba Linda Water District Policies and Pr Policy No.: Effective Date: Prepared by: Applicability: ocedures Manual 31-08-01 01 /01 /2009 Diane Cyganik, Finance Director Pat Grady, IT Director District Wide POLICY: Identitv Theft Prevention Proqram 1.0 PROGRAM ADOPTION The Yorba Linda Water District ("District") developed this Identity Theft Prevention Program ("Program") pursuant to the Federal Trade Commission's Red Flags Rule ("Rule"), which implements Section 114 of the Fair and Accurate Credit Transactions Act of 2003,16 C.F.R. § 681.2. This Program was developed and approval of the Board of Directors at a meeting held on October 23, 2008. 2.0 PROGRAM PURPOSE AND DEFINITIONS 2.1 Fulfilling requirements of the Red Flags Rule Under the Red Flag Rule, every financial institution and creditor is required to establish an "Identity Theft Prevention Program" tailored to its size, complexity and the nature of its operation. Each program must contain reasonable policies and procedures to: 1. Identify relevant Red Flags for new and existing covered accounts and incorporate those Red Flags into the Program; 2. Detect Red Flags that have been incorporated into the Program; 3. Respond appropriately to any Red Flags that are detected to prevent and mitigate Identity Theft; and 4. Ensure the Program is updated periodically, to reflect changes in risks to customers or to the safety and soundness of the creditor from Identity Theft. 2.2 Red Flags Rule definitions used in this Program The Red Flags Rule defines "Identity Theft" as "fraud committed using the identifying information of another person" and a "Red Flag" as a pattern, practice, or specific activity that indicates the possible existence of Identity Theft. According to the Rule, a municipal utility is a creditor subject to the Rule requirements. The Rule defines creditors "to include finance companies, automobile dealers, mortgage brokers, utility companies, and telecommunications companies. Where non-profit and government entities defer payment for goods or services, they, too, are to be considered creditors." All the Utility's accounts that are individual utility service accounts held by customers of the utility whether residential, commercial or industrial are covered by the Rule. Under the Rule, a "covered account" is: 1. Any account the Utility offers or maintains primarily for personal, family or household purposes, that involves multiple payments or transactions; and 2. Any other account the Utility offers or maintains for which there is a reasonably foreseeable risk to customers or to the safety and soundness of the Utility from Identity Theft. "Identifying information" is defined under the Rule as "any name or number that may be used, alone or in conjunction with any other information, to identify a specific person," including: name, address, telephone number, social security number, date of birth, government issued driver's license or identification number, alien registration number, government passport number, employer or taxpayer identification number, unique electronic identification number, computer's Internet Protocol address, or routing code. 3.0 IDENTIFICATION OF RED FLAGS In order to identify relevant Red Flags, the District considers the types of accounts that it offers and maintains, the methods it provides to open its accounts, the methods it provides to access its accounts, and its previous experiences with Identity Theft. The District identifies the following red flags, in each of the listed categories: 3.1 Notifications and Warnings from Credit Reporting Agencies Red Flaas 1. Report of fraud accompanying a credit report; 2. Notice or report from a credit agency of a credit freeze on a customer or applicant; 3. Notice or report from a credit agency of an active duty alert for an applicant; and 4. Indication from a credit report of activity that is inconsistent with a customer's usual pattern or activity. 3.2 Suspicious Documents Red Flaas 1. Identification document or card that appears to be forged, altered or inauthentic; 2. Identification document or card on which a person's photograph or physical description is not consistent with the person presenting the document; 3. Other document with information that is not consistent with existing customer information (such as if a person's signature on a check appears forged); and 4. Application for service that appears to have been altered or forged. 3.3 Suspicious Personal Identifying Information Red Flags 1. Identifying information presented that is inconsistent with other information the customer provides (example: inconsistent birth dates); 2. Identifying information presented that is inconsistent with other sources of information (for instance, an address not matching an address on a credit report); 3. Identifying information presented that is the same as information shown on other applications that were found to be fraudulent; 4. Identifying information presented that is consistent with fraudulent activity (such as an invalid phone number or fictitious billing address); 5. Social security number presented that is the same as one given by another customer; 6. An address or phone number presented that is the same as that of another person; 7. A person fails to provide complete personal identifying information on an application when reminded to do so (however, by law social security numbers must not be required); and 8. A person's identifying information is not consistent with the information that is on file for the customer. 3.4 Suspicious Account Activity or Unusual Use of Account Red Flags 1. Change of address for an account followed by a request to change the account holder's name; 2. Payments stop on an otherwise consistently up-to-date account; 3. Account used in a way that is not consistent with prior use (example: very high activity); 4. Mail sent to the account holder is repeatedly returned as undeliverable; 5. Notice to the District that a customer is not receiving mail sent by the District; 6. Notice to the District that an account has unauthorized activity; 7. Breach in the District's computer system security; and 8. Unauthorized access to or use of customer account information. 3 3.5 Alerts from Others Red Flaq Notice to the District from a customer, identity theft victim, law enforcement or other person that it has opened or is maintaining a fraudulent account for a person engaged in Identity Theft. 4.0 DETECTING RED FLAGS 4.1 New Accounts In order to detect any of the Red Flags identified above associated with the opening of a new account, District personnel will take the following steps to obtain and verify the identity of the person opening the account: Detect 1. Require certain identifying information such as name, date of birth, residential or business address, principal place of business for an entity, driver's license, social security number, or other identification; 2. Verify the customer's identity (for instance, review a driver's license or other identification card); 3. Review documentation showing the existence of a business entity; and 4. Independently contact the customer. 4.2 Existing Accounts In order to detect any of the Red Flags identified above for an existing account, District personnel will take the following steps to monitor transactions with an account: Detect 1. Verify the identification of customers if they request information (in person, via telephone, via facsimile, via email); 2. Verify the validity of requests to change billing addresses; and 3. Verify changes in banking information given for billing and payment purposes. 5.0 PREVENTING AND MITIGATING IDENTITY THEFT In the event District personnel detect any identified Red Flags, such personnel shall take one or more of the following steps, depending on the degree of risk posed by the Red Flag: 4 5.1 Prevent and Mitigate 1. Continue to monitor an account for evidence of Identity Theft; 2. Contact the customer; 3. Change any passwords or other security devices that permit access to accounts; 4. Not open a new account; 5. Close an existing account; 6. Reopen an account with a new number; 7. Notify the Program Administrator for determination of the appropriate step(s) to take; 8. Notify law enforcement; or 9. Determine that no response is warranted under the particular circumstances. 5.2 Protect customer identifying information In order to further prevent the likelihood of identity theft occurring with respect to District accounts, the District will take the following steps with respect to its internal operating procedures to protect customer identifying information: 1. Ensure that its website is secure or provide clear notice that the website is not secure; 2. Ensure complete and secure destruction of paper documents and computer files containing customer information; 3. Ensure that office computers are password protected and that computer screens lock after a set period of time; 4. Keep offices clear of papers containing customer information and ensure papers with customer information are secured during non-business hours; 5. Request only the last 4 digits of social security numbers (if any); 6. Ensure computer virus protection is up to date; and 7. Require and keep only the kinds of customer information that are necessary for District purposes. 6.0 PROGRAM UPDATES This Program will be periodically reviewed and updated to reflect changes in risks to customers and the soundness of the District from Identity Theft. At least every 6 months, the Program Administrator will consider the District's experiences with Identity Theft situation, changes in Identity Theft methods, changes in Identity Theft detection and prevention methods, changes in types of accounts the District maintains and changes in the District's business arrangements with other entities. After considering these factors, the Program Administrator will determine whether changes to the Program, including the listing of Red Flags, are warranted. If warranted, the Program Administrator will update the Program and present the Board of Directors with his or her recommended changes and the Board will make a determination of whether to accept, modify or reject those changes to the Program. 7.0 PROGRAM ADMINISTRATION 7.1 Oversight Responsibility for developing, implementing and updating this Program lies with an Identity Theft Committee for the District. The Committee is headed by the General Manager, designated as the Program Administrator, and consists of the Finance Director, IT Director, and the Customer Service Supervisor. The Program Administrator, or his/her designee, will be responsible for the Program administration, for ensuring appropriate training of Customer Service staff on the Program, for reviewing any staff reports regarding the detection of Red Flags and the steps for preventing and mitigating Identity Theft, determining which steps of prevention and mitigation should be taken in particular circumstances and considering periodic changes to the Program. 7.2 Staff Training and Reports The Customer Service staff, responsible for implementing the Program, shall be trained either by or under the direction of the Program Administrator in the detection of Red Flags, and the responsive steps to be taken when a Red Flag is detected. 7.3 Service Provider Arrangements In the event the District engages a service provider to perform an activity in connection with one or more accounts, the District will take the following steps to ensure the service provider performs its activity in accordance with reasonable policies and procedures designed to detect, prevent, and mitigate the risk of Identity Theft. The District shall require the following: 1. That service providers have such policies and procedures in place; and 2. That service providers review the District's Program and report any Red Flags to the Program Administrator. 7.4 Specific Program Elements and Confidentiality For the effectiveness of Identity Theft prevention Programs, the Red Flag Rule envisions a degree of confidentiality regarding the District's specific practices relating to Identity Theft detection, prevention and mitigation. Therefore, under this Program, knowledge of such specific practices are to be limited to the Identity Theft Committee and those employees who need to know them for purposes of preventing Identity Theft. Because this Program is to be adopted by a public body and thus publicly available, it would be counterproductive to list these specific practices here. Therefore, only the Program's general red flag detection, implementation and prevention practices are listed in this document. 6