SMS and Texting Privacy Policy

SMS and Texting Privacy Policy

For Powell Valley Electric Cooperative Serving Tennessee and Virginia

1. PURPOSE OF THIS POLICY

This Texting Privacy Policy explains how Powell Valley Electric Cooperative (“the Cooperative,” “we,” or “us”) collects, uses, and protects information when communicating with members and customers via SMS/text messaging in Tennessee and Virginia. Our goal is to provide timely, reliable service updates while respecting your privacy and communication preferences.

2. TYPES OF MESSAGES WE SEND

We may send text messages related to:

  • Outage alerts and restoration updates
  • Billing reminders, payment confirmations, and account notifications
  • Planned maintenance and service‑related updates
  • Safety notices and emergency communications
  • Energy efficiency programs, rebates, and cooperative initiatives (only with proper consent)
  • Two‑factor authentication or identity‑verification messages

3. HOW YOU OPT IN

You may opt in to receive text messages by:

  • Enrolling through your online member account
  • Providing your mobile number during service application
  • Texting a designated keyword to our short code or phone number
  • Requesting enrollment through Member Services

4. How You Opt Out

You may opt out at any time by:

  • Replying STOP to any text message
  • Updating your communication preferences in your online account
  • Contacting the cooperative at 423-626-5204

After opting out, you may still receive critical service‑related messages when necessary for safety, outage restoration, or operational requirements, as permitted by law.

5. Information We Collect

When you participate in our texting program, we may collect:

  • Your mobile phone number
  • Message delivery and interaction data (timestamps, delivery status)
  • Message content you send to us
  • Account information needed to link your number to your service

We do not sell, rent, or share your mobile number with third parties for marketing purposes.

6. How We Use Your Information

We use your information to:

  • Deliver text messages you have requested or agreed to receive
  • Provide outage, billing, and service‑related updates
  • Verify your identity when needed
  • Improve communication reliability and member services
  • Comply with federal, Tennessee, and Virginia regulations

7. Data Secutiry

We use reasonable administrative, technical, and physical safeguards to protect your information. SMS is not a fully secure communication channel, so we limit the type of sensitive information sent via text.

8. Message Frequency and Costs

Message frequency varies based on your service activity and communication preferences. Standard message and data rates from your mobile carrier may apply.

9. Third-Party Service Providers

We may use trusted third-party vendors to deliver text messages on our behalf. These vendors are required to protect your information and may not use it for their own purposes.

10. Tennessee and Virginia Compliance

The Cooperative complies with applicable privacy, utility‑communication, and consumer‑protection requirements in both Tennessee and Virginia, including:

  • Restrictions on unsolicited communications
  • Requirements for member consent
  • Standards for safeguarding customer information

11. Children's Privacy

Our texting services are intended for adult account holders. We do not knowingly collect information from children under 13.

12. Changes to This Policy

We may update this Texting Privacy Policy periodically. When changes occur, we will post the updated version on our website and revise the “Last Updated” date.

13. Contact Us

For questions about this policy or your communication preferences, contact:

Powell Valley Electric Cooperative

Phone Number: (423) 626-5204

Email: pvecservice@pve.coop

Mailing Address: P.O. Box 1528, New Tazewell, TN 37824