Credit Unions, Others Urge Caution on Shaken/Stir Implementation
The National Association of Federally-Insured Credit Unions urged caution on implementation of secure handling of asserted information using tokens (Shaken) and secure telephone identity revisited (Stir) call authentication. “NAFCU supports the Commission’s goal to eliminate illegal automated calls using a…
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fully tested and effective STIR/SHAKEN framework,” said Wednesday's filing in docket 17-59. But the framework “must be designed to ensure that important and often time-sensitive calls that legitimate businesses, including credit unions, place to their customers are not blocked." Others also raised concerns. “Account for the potential unintended negative implications of these tools on consumers if not calibrated carefully,” NTCA commented: “False positives represent a very real concern.” The Consumer Bankers Association said legitimate calls must be completed: “Limitations and blockades to customer communications can have significant impacts.” The Professional Association for Customer Engagement said its members report that legal calls made by unpopular callers such as debt collectors are at times blocked. “Callers face challenges mitigating erroneous blocking because they often do not know for some time that an error occurred or its source,” the group said: “Currently, callers rely on noticing sharp downward trends in call completion rates, upturns in busy signal rates, and reports from called parties to identify erroneous call blocking.” Cox Communications said it offers Nomorobo, a third-party service. Less than 5 percent of its residential customers signed up, said the cable operator.