Privacy Policy Version number: 4.0 Date published: 27/09/2021 The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK. Registered in England and Wales. Company number 05070887. 1 Privacy Policy Version number: 4.0 Policy date: 27/09/2021 Shell Energy is committed to ensuring the privacy and security of your personal data. This Privacy Policy explains what personal data are processed about you, why we are processing your personal data and for which purposes, how long we hold your personal data for, how to access and update your personal data, as well as the options you have regarding your personal data and where to go for further information. In this Privacy Policy, when we refer to "personal data", we mean information which could directly identify you (for example, your name or national insurance number) and information which could indirectly identify you, meaning that it could identify you when combined with other information which we hold about you (for example, your gender or date of birth). "Process" or "processing" means just about any conceivable use of personal data, including recording, storing, viewing or disclosing personal data. Shell Energy Retail Limited (company number 05070887) is the data controller of your personal data (referred to in this Policy as “Shell Energy” or “we”). If you have any questions about your personal data which are not answered by this Policy, please contact our Data Protection Officer: By post: Data Protection Officer Shell Energy, Shell Energy House, Westwood Business Park, Westwood Way Coventry, CV4 8HS. By email: [email protected] What personal data do we process about you? Collection of information Information that you provide to us We collect your personal data, details about other members of your household and details about authorised contacts to give you the best possible experience as a user of our products and services. In general, we collect information from you when you interact with us to request a broadband/ phone or energy quote or availability check, open up an account, visit our website, make a purchase from our online shop, enter a competition, complete a survey or contact us with an enquiry or complaint. This covers all channels of communication with us, including over the telephone, email, live chat, website, via one of our apps, social media, SMS, post and in person. We may collect the following information from you to provide you with a quote, set up and manage your account and to verify who we are dealing with if you contact us: ■ Your name ■ Name and contact details of individuals authorised to access your account ■ Contact address (which may include previous address history) ■ Email address ■ Telephone number ■ Meter readings and consumption data (if you are an energy customer) ■ Your date of birth ■ Bank account or payment details (should you decide you would like to set up a direct debit with us) ■ Telephone numbers that you call and receive calls/ messages from (if you are a broadband/ phone customer) ■ If you are a broadband customer we will collect data about your broadband usage ■ Details about whether you are the homeowner, landlord or tenant to enable us to identify which products and services will be most suitable for you 2 The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK. Registered in England and Wales. Company number 05070887. Privacy Policy Version number: 4.0 Policy date: 27/09/2021 To be sure that we’re offering you the best option for your circumstances, we may request additional personal data to check whether you’re eligible for certain tariffs or government discount schemes. This might include: ■ Details of your household income ■ Information about any health or medical conditions that you or members of your household may have ■ Details of any benefits you receive If you are an energy customer, and you or a member of your household is in a vulnerable situation, we may ask you for and/ or process the following information so we can tailor additional help and support appropriately (for example a bespoke debt pathway) or place you on our Priority Service Register: ■ Details of your health or medical conditions ■ If you choose to opt in to the Priority Service Register due to having a child/children in the household under 6 years of age, we will request the date of birth for the youngest child. Once this child turns 6 years of age their date of birth will be removed from our systems ■ Any other information that you provide us with as part of your application ■ This information will be shared with Network Operators for example energy distributors and transporters (who may then share that information with water companies in line with agreed industry processes), to enable them to prioritise your property’s supply should any issues occur, for example a loss of power or water supply If you are a HomePhone or Broadband customer, and you or a member of your household, is in a vulnerable situation, we may ask you for and/ or process the following information so we can tailor additional help and support appropriately (for example priority fault repair or a bespoke debt pathway): ■ Details of your vulnerability or disability ■ This information may be shared with Network Operators to prioritise a fault repair Should your circumstances change, we may also ask for the following to allow us to service your account: ■ Your new address or a copy of your tenancy agreement, should you move home ■ Documentation to support a change of name request, such as a marriage certificate, decree absolute or deed poll ■ Documentation to help us close or transfer an account in the case of a bereavement, such as death certificates, solicitors’ correspondence, wills or probate documents We will also obtain or request the following information if you contact us with an enquiry or complaint: ■ Any information that you disclose to us as part of your enquiry or complaint ■ Necessary information to resolve your complaint, which could include: ■ Bills from your previous supplier ■ Legal documentation ■ Tenancy agreements ■ Copies of cheques or bank statements When you make an online purchase via our shop and check out as a guest, we will collect transaction-based data to enable us to process your order. If you enter one of our surveys or competitions, we will collect the following: ■ Your contact details ■ Any information that you disclose to us in your responses 3 The Registered Office of Shell Energy Retail Limited is Shell Energy House, Westwood Business Park, Westwood Way, Coventry CV4 8HS, UK. Registered in England and Wales. Company number 05070887. Privacy Policy Version number: 4.0 Policy date: 27/09/2021 Post Office Telecoms - Email/ Voicemail services ■ If you use Email services as part of a legacy Post Office Broadband product we may process any content that you write or receive in an email including but not limited to pictures, attachments and photos. We have no control over the content and sensitivity of the data in your email communications, or when or where your content is sent or received. We will only process this data for the purpose of providing you with these services (sending, receiving and storing emails) and we do not use this data for our own purposes. ■ If you use the Post Office Voicemail service, by setting up your Voicemail box and accessing your Voicemail, then Shell Energy will only process your recorded message and any voice messages you receive, to provide this Voicemail service. We do not use this data for our own purposes. You can choose to delete voicemail recordings at any time or remove the voicemail from your service. ■ We retain Email and Voicemail content for as long as you want us to retain it on your behalf, or in accordance with any Terms and Conditions. When you delete your emails and voice messages, we also delete all the places they are stored and this process can take a maximum of 51 days for email, and 60 days for Voicemail. ■ If you download Anti-virus software from our ‘Secure Online Service’ we will process your customer reference number, and a licence key code. Information that we obtain through your use of Shell services If you visit our website www.shellenergy.co.uk: ■ Your device and browser may disclose certain information (such as device type, operating system, browser type, IP address, MAC number, dates and times our website was accessed and other information) that may be personal data. Cookies and similar technologies Shell Energy uses cookies and similar technologies that collect and store information when you visit a Shell Energy Website or use a Shell Energy App. This is to enable Shell Energy to identify your internet browser and collect data on your use of our website, which pages you visit, the duration of your visits and identify these when you return so that we improve your experience when visiting our website(s). You can control and manage your cookies preferences by adjusting your browser settings or using the Shell Energy cookies preference tool on Shell Energy’s Website – for more information, please refer to the Shell Energy Cookie Policy at www.shellenergy.co.uk/info/policies/cookies Information gathered through external sources Price comparison websites and third party sellers: ■ Your personal data will be passed onto us from price comparison websites and third party sellers should you choose to interact with them to generate a quote, or open up an account with us. Credit reference agencies (CRAs): ■ When you open up an account with us, your credit score will be provided to us by CRAs.