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Customer Privacy Notice

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Customer Privacy Notice Customer Privacy Notice EDF Energy Customers Limited (“we”) respects your privacy and values the trust you place in us when you share your personal information with us. This policy sets out how we, as data controller, collect and use your personal information why we use it, with whom we share it, the rights to which you may be entitled and your choices about our use of your personal information, that may arise from you buying and using our products and services. This policy will be changed from time to time but if we change anything important about this policy (the information we collect, how we use it or why) we will highlight those changes at the top of the policy and provide a prominent link to it for a reasonable length of time following the change. If you have any questions or need any further clarity please get in touch with our Data Protection Officer: [email protected] or 90 Whitfield Street, London WIT 4EZ Summary We collect certain types of information from, or about, you throughout our interaction with you, third party service providers or publicly available sources. This information often consists of things like your name, address, and contact details, but can also include consumption data and metering information. We use this information for the activities we have listed in the table below, including in order for us to provide our services; comply with legal and regulatory obligations; for marketing and reporting purposes; prevention of fraud and investigation of complaints. What we collect How we use it Why we use it This category of We use this information We use this information information we collect for certain activities, because: about you includes: including to: Information that you • Your contact details • Provide our products and • It’s necessary to perform give us in order for us including: your name, services; the contract; to set up and manage address, email address; • Take payment from you and • We have a legitimate your account: • Your bank account for all other billing purposes; business interest to: details and other finance • Onboard you as a client; • ensure that we information; • Help us to ensure that our can onboard you • Information about you customers are genuine and as a customer and such as gender; age; to prevent fraud; manage your account occupation; marital status • Transfer your account to throughout; and national identifiers; another supplier if necessary; • tell you about the various • The product purchased; • Reporting and account products and services we • Your username; management; can offer • Your password; • Debt collection purposes • Your account preferences; (including tracing your • Your account number; whereabouts or transferring • Information relating to the debt to debt collection your previous supplier; agencies or debt purchasers • Consumption data and and sharing this information metering information. with credit reference agencies); • To facilitate all requirements in order to carry out smart metering obligations, such as assessing eligibility, booking meter installations, taking meter reads; • To tell you about the different services we could offer you, including different payment methods and products. What we collect How we use it Why we use it This category of We use this information We use this information information we collect for certain activities, because: about you includes: including to: Information about • Details on products or • Develop new services; • We have a legitimate the way you use our services we have provided • Improve our services; business interest to: services: or you’ve purchased; • Identify EDF Energy • improve our services and • When and where you and related third party’s better understand how made these purchases; products, services and our customers use them; • What you paid for them marketing of these that • ensure that we are better and how you paid; may be of interest to you; able to personalise our • Whether you’ve opened • Determine future pricing offers to you; electronic communications and tariffs; • ensure that outstanding from us; • Personalise our service of debts are paid; • Whether you’ve clicked things you’re interested • protect our business on links in electronic in and how you use our interests by ensuring communications from us services; that our customers or visited pages on our • Statistical analysis, are genuine and website; research, and reporting; consumption is as • Your meter installations, • Help to train our staff; accurate as possible; usage and other metering • Take part in government or • It is necessary to perform information such as industry initiatives; the contract; MPANs; • Test computer systems; • In addition to the above, • Marketing preferences; • Keep a record of the where we have obtained • Marketing information information which you your consent to use the (previous communication have been provided; data in this explicit way, data; transaction history); • Debt collection and debt then we can rely on that • Information you send us assignment purposes consent. when you register your (including tracing interest in a product/ your whereabouts or service/trial or take part in transferring the debt to competitions/innovations. debt collection agencies or debt purchasers or other suppliers and sharing this information with credit reference agencies); • Debt collection purposes; • Calculate consumption; • Detect, prevent and investigate suspected and confirmed theft of energy/ fraud. Information we collect • Credit rating information • Provide our services; • We have a legitimate from third party from credit reference • Calculate estimated business interest in: partners and corporate agencies; consumption; • developing and customers which could • Bank details and banking • Manage and administer maintaining relationships include: information from your our systems; with vendors, partners bank; • To help to make decisions and other companies and • Bank details and financial regarding credit and dealing with individuals information from payment related services for you; who work for them; processing companies; • Take payment from or give • conducting research to • energy preferences for you a refund; improve our services; cross-checking purposes, • Help us to ensure that our • It is necessary to perform or to verify data; customers are genuine and the contract; • Potential customer details, to prevent fraud; • In addition to the above, like name and email • Personalise our service to where we have obtained address, from: you; your consent to use the • Statistical analysis and data in this explicit way, research into our clients then we can rely on that consent. What we collect How we use it Why we use it This category of We use this information We use this information information we collect for certain activities, because: about you includes: including to: • publicly available sources • Combine this information such as the electoral roll; with other kinds of Royal Mail and Council information mentioned Tax websites in order to above; confirm that a property has • Engage brokers of price been demolished following comparison sites so that notification from a third they can list our prices and party; and services on their websites/ • price comparison entities; mobile applications and lead generation companies provide you with price and energy brokers who comparison services; direct you to us; • Organise the attendance • Details on products or of meter operators at services we have provided your address to install or or you’ve purchased. monitor usage. • Debt collection and debt A list of these entities can be assignment purposes found here. (including tracing your whereabouts or transferring the debt to debt collection agencies or debt purchasers or other suppliers and sharing this information with credit reference agencies); Information that we • Your contact details • Report to OFGEM; • We need to comply with collect from you in • Health and medical data; • Report to the Department legal obligations; order to comply with • National identifiers; for Business, Energy and • We have a legitimate all relevant laws, • Consumption data; Industrial Strategy; business interest in: regulations, industry • Financial information (bank • Fulfil ECO credits; • investigating possible/ account details; credit • Fulfil the Green Deal actual incidences of codes and government check records; debit/credit Scheme; theft; instructions, and to deal card details); • Fulfil government initiatives • resolving any complaints with complaints: • Pension credit information. such as Warm Home we may receive; Discount scheme; • ensuring that we comply • Monitor and service your with our regulatory and account appropriate to legislative obligations; your needs; • In addition to the above, • Update the Priority Services where we have obtained Register and work with your consent to use the the Distribution Network data in this explicit way, Operators; then we can rely on that • Investigate incidences of consent – specifically with potential, or actual, theft respect to medical and of energy; health data. • Respond to requests made by law enforcement or regulatory authorities, bodies or agencies, or in the defence of a legal claim. What we collect How we use it Why we use it This category of We use this information We use this information information we collect for certain activities, because: about you includes: including to: Information when you • Your contact details; • Answer any issues or • We have a legitimate communicate with us
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