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Privacy Policy

This MuniBilling® Online Privacy Policy (the “Privacy Policy”) is intended to notify customers of Crestline Software LLC dba MuniBilling (“we” / “MuniBilling”), visitors to MuniBilling’s website located at, as well as users of MuniBilling’s mobile software application (collectively, “you”) about how MuniBilling collects, uses, and shares information about you.  This Privacy Policy is subject to change, so please review it frequently.


Types of Information Collected

While using our products or services, MuniBilling may collect both personal and non-personal information about you (collectively, “Collected Information”).  Collected Information may include the following types of personal information:

  • Information communicated to us by you directly (for example, communicated by phone, by mail, by email or through our website or app) or indirectly (for example, through a payment processor or other third-party service provider);
  • Information you disclose on applications or other forms (e.g., your name and address);
  • Information about your accounts and transactions with us or others (e.g., your utilities usage activities and payments);
  • Information from you or third-parties to verify your identity and to secure your personal information (e.g., access code); and
  • Information from other sources with your consent or with the consent of your representative (e.g., usage meters).


How We Obtain Collected Information 

MuniBilling may obtain Collected Information in any of the following ways (or in any combination thereof):

  • Submissions. We may obtain Collected Information when you submit it to us, whether you or your representative communicates it to us directly (e.g., communicated by phone, by mail, by email or through our website) or indirectly through a third-party service provider.
  • Subcontractors and Service Providers. We may obtain Collected Information from those engaged by MuniBilling to help us provide services to our customers.
  • Cookies. We may obtain Collected Information from Cookies.  Cookies are small data files sent by a website server to your Web browser and stored on your computer.    
  • Web Beacons and Pixel Tags. We may obtain Collected Information from web beacons and pixel tags.  Web beacons are small files on website pages that allow a website owner to count users who have visited that page, and to recognize users by accessing cookies.  Pixel tags are small, imbedded images in a web page or email that allow the website owner or sender to determine whether a user has viewed the webpage or email.
  • Internet Protocol (IP) Addresses. We may obtain Collected Information from internet protocol (IP) addresses.  An IP address is a unique numerical label assigned to your computer or internet-enabled device.


How We Use and Share Collected Information

We never sell, rent, or license your Collected Information to anyone to use for advertising purposes, whether or not you are a prospective, current or former MuniBilling customer. 

First and foremost, we use Collected Information to provide you with products, services and information related to MuniBilling and its clients.  We may also use Collected Information to track and understand how you use our website, app, and other services, and whether you view our webpages and emails.  We may also aggregate Collected Information in order to conduct research, analysis or studies for our own business purposes, such as improving our services, security, content, navigation and functionality, or to personalize your experience (e.g., to customize your screen layout).

We share Collected Information with others not affiliated with MuniBilling only in the following situations:

  • Utilities. We may share Collected Information with your utility provider in order to process billings and payments for you.
  • Subcontractors and Service Providers. We may share Collected Information with those who provide us with services.  Such services may include, among other things, helping us provide you with services you request, storing and securing Confidential Information, creating or maintaining databases, researching and analyzing data, printing statements, confirming transactions, or processing credit card or ACH payments.  Any third party with whom we share Collected Information is required either contractually or by law to keep it strictly confidential.
  • Law Enforcement and Legal Processes. We may share Collected Information with the government and regulatory agencies, as well as law enforcement officials, in order to comply with a lawful summons, court order, subpoena, discovery request, fraud investigation, audit, regulatory examination or other valid court, government, or regulatory agency request or obligation (for example, to report suspicious transactions).
  • Business Transitions. In the event MuniBilling or any of its assets are acquired, we may share or transfer Collected Information with the acquiring company.


How We Store and Protect Collected Information

MuniBilling is absolutely committed to maintaining the security and privacy of your account and personal information.  We use advanced physical, electronic and procedural measures, and we constantly adapt, upgrade and improve these measures as requirement and technology change.  Among other things, we store and protect the Collected Information by:

  • Data Storage. We store Collected Information on secure, off-site servers operated and maintained by a third party.
  • Electronic Safeguards. MuniBilling uses electronic safeguards like firewalls to maintain the confidentiality of Collected Information, and our secure website areas uses SSL (Secure Socket Layer) technology for all transactions.
  • Usernames and Passwords. MuniBilling uses password encryption technology and dual-level authentication to secure your usernames and passwords, and protect your account against unauthorized access and control.  
  • Other Physical and Procedural Safeguards. MuniBilling goes to great lengths to prevent Collected Information from being compromised.  For example, all MuniBilling regularly trains and educates its employees about security and privacy practices.  We also require all third-party service providers who need access to Collected Information to sign written agreements obligating them to maintain the confidentiality of Collected Information.  We also carefully restrict access to Collected Information to only those employees or service providers who need access to the information.  We regularly review all of our safeguards and make adjustments or improvements in response to advances in technology and the latest security threats or trends.

Communicating With Us 

Please remember that if you communicate with us through social media platforms (Facebook, Twitter, etc.) or other unaffiliated website, such communications are subject to the terms of use and privacy policies of those platforms. Please refer to those policies for information about your rights and obligations in that regard.  Nonetheless, upon receipt, we will use, store and protect information we receive from you through those media in accordance with this Privacy Policy.

What Else You Can Do 

If you suspect that you are the victim of identity theft, you can and should report your suspicions to:  (i) the Federal Trade Commission (; 877-438-4338); (ii) the three major credit bureaus (Equifax at (800) 525-6285; Experian at (888) 397-3742; and Trans Union at (800) 680-7289); (iii) your financial institution and credit card companies; and (iv) law enforcement agencies that may have jurisdiction over the theft.  You may also want to enroll in credit monitoring services.

You may avoid web beacons and/or pixel tags by turning off HTML display and displaying only the text portion of your emails.

You may refuse or delete cookies.  Most browsers and mobile devices offer settings to manage and delete cookies.  Please remember that, if you refuse cookies when on our website or when using our services, or if you delete our cookies, you may experience some inconvenience (for example, we may not be able to recognize you, your computer or device, or your online preferences).  Most internet browsers allow you to manage the placement of cookies on your computer, and you may be able to adjust your browser settings to warn you before a cookie is stored or to block all cookies.  You may also delete cookies that have already been placed on your computer.  Consult the “Help” function of your browser to explore your options.

Notice to California Users 

Under California Civil Code Section 1789.3, California Services users of MuniBilling’s services are entitled to the following specific consumer rights notice: The Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 N. Market Blvd., Suite N 112, Sacramento, California 95834, or by telephone at (800) 952-5210.

Questions and Complaints

We hope this Privacy Policy answers your questions about our collection and use of personally identifiable data about you. If it does not, or if you have questions about whether we are observing our Privacy Policy, or any complaints, please write to us or call us at:  Crestline Software LLC dba MuniBilling, 3300 Battleground Ave. Suite 402, Greensboro NC, 27410; 1-800-259-7020.  If, after we respond to you, you feel that we have not satisfactorily addressed your questions or concerns, we will refer you to a neutral, independent third party dispute resolution organization.

Revisions to this Privacy Policy 

MuniBilling may make changes or updates to this Privacy Policy at any time.  Each such change or update will become effective immediately upon posting of the change or update.  Please check the “Last Revised” date at the bottom of this Privacy Policy to determine if there have been any changes since you last reviewed this Privacy Policy.

Updated 2/1/21