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Privacy & Cookie Policy

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: dpo@edfenergy.com 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, 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
This category of information we collect about you includes:

How we use it
We use this information for certain activities, including to:

Why we use it
We use this information because:

Information that you give us in order for us to provide goods and services to you:

Your contact details including: your name, address, email address;
Your bank account details and other finance information;
The product purchased

Provide our products and services;
Take payment from you and for all other billing purposes;
Onboard you as a client;
Help us to ensure that our customers are genuine and to prevent fraud;

To tell you about the different services we could offer you, including different products
It’s necessary to perform the contract; 
We have a legitimate business interest to:

ensure that we can onboard you as a customer and manage your orders throughout;
tell you about the various products and services we can offer 

Information about the way you use our services: Details on products or services we have provided or you’ve purchased;
When and where you made these purchases;
What you paid for them and how you paid;
Whether you’ve opened electronic communications from us;
Whether you’ve clicked on links in electronic communications from us or visited pages on our website;
Marketing preferences;
Marketing information (previous communication data; transaction history);
    Develop new services;
    Improve our services;
    Identify third party’s products, services and marketing of these that may be of interest to you; 
    Determine future pricing and tariffs;
    Personalise our service of things you’re interested in and how you use our services;
    Statistical analysis, research, and reporting; 
    Help to train our staff;
    Take part in government or industry initiatives;
    Test computer systems;
    Keep a record of the information which you have been provided;
     
    We have a legitimate business interest to:
    improve our services and better understand how our customers use them;
    ensure that we are better able to personalise our offers to you; 
    In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.
    Information we collect from third party partners and corporate customers which could include: Bank details and financial information from payment processing companies;

    Details on products or services we have provided or you’ve purchased.
      Provide our services;
      Manage and administer our systems;
      Take payment from or give you a refund;
      Help us to ensure that our customers are genuine and to prevent fraud;
      Personalise our service to you;
      Statistical analysis and research into our clients;
      Combine this information with other kinds of information mentioned above;
      We have a legitimate business interest in:
      developing and maintaining relationships with vendors, partners and other companies and dealing with individuals who work for them;
      conducting research to improve our services;
      It is necessary to perform the contract;
      In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.
      Information when you communicate with us whether in person, through our website or via email, over the phone, through social media or via any another medium, including:  Your contact details;
      The details of your communications with us;
      The details of our messages to you; 
      Your marketing preferences;
      Marketing information; 
      Metering information.
      Answer any issues or concerns;

      Monitor customer communications for quality and training purposes;

      Develop new services; 
      Improve our services;

      Personalise our service;
      Deal with any complaints;

      Assist with fraud investigations.
      We have a legitimate business interest in:
      understanding customer feedback and in responding to customer communications in a consistent manner;
      ensuring that we are better able to personalise our offers to you;
      It is necessary to perform the contract;

      In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.
      Information that we collect incidentally from other sources or public sources, including:  Information presented on our social media or wider media platforms such as Facebook or Twitter;
      Information collected by security systems;

      Information provided by Citizens Advice
      Maintain market awareness;
      Build and maintain social media branding, and our Branding in general;
      Deal with complaints received;
      Address subject access requests;
      Check and confirm validity and maintain accuracy of data we hold in our systems about you or premises we supply
      We have a legitimate business interest in:
      providing security over our business; 
      maintaining a public profile within the media; 
      resolving customer’s complaints;
      maintaining the accuracy of data we hold; 

      In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

      Automated decision making

      We may make automated decisions on certain matters. For example, we may do this to decide whether we can provide our services to you based on a credit check. This will be informed by credit scoring where we share your information with credit reference agencies, screening on databases and confirmation of your information (including by third parties). Depending on the outcome of the credit check, a decision will be reached automatically as to whether we are able to provide products or services to you based on your credit worthiness.

      If this information is not provided we cannot agree to provide a product or service for you.

      Information we share

      There are certain circumstances where we may transfer your personal data to employees, contractors and to other third parties Some examples of when your personal information is transferred to other third party organisations are as follows:

      • We may share information about you with other members of our group of companies so that we can provide the best service across our group. They are bound to keep your information in accordance with this Privacy Notice;
      • We may also share your information with certain contractors, service providers or advisors and they may process your personal data for us. They are always required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function. A list of these entities can be found here.
      • If we're discussing selling or transferring part or all of our business – the information may be transferred to prospective purchasers under suitable terms as to confidentiality – or if sold, to buyers who can continue to provide services to you;
      • Your personal data may be shared if it is made anonymous and aggregated, as in such circumstances the information will cease to be personal data.

      Where your information will be held

      When we share your information, your information may be transferred outside the European Economic Area.

      We store our information on cloud servers located in the USA, or engage vendors which do not always have equivalent data protection laws to those applicable in Europe. The transfer of this information is therefore governed by a contract including standard contractual clauses (SCCs) approved by the European Commission. Our client on-boarding team is based in India which does not have equivalent data protection laws to those applicable in Europe. The transfer of information to them is according to company rules that set out how we treat and protect information.

      When you provide us with this information you are consenting that we may collect and use it in the way we've set out.

      We will keep your information for as long as it is reasonably necessary. It will depend on factors such as whether you've still got an active account or any outstanding debt with us or have interacted with recent offers. We will retain and use your registration information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

      We will only transfer data to jurisdictions outside the scope of the European General Data Protection Regulation (GDPR) where the appropriate safeguards set out in the GDPR are in place.

      Your rights

      You may have certain rights in relation to your information including a right to access or to correct the information we hold on you. Some of these rights will only apply in certain circumstances however, such as the right to be forgotten or the right to request that we move your information to another company. They will generally not be available if there are outstanding contracts between us, if we required by law to keep the information or if the information is relevant to a legal dispute. If you would like to exercise, or discuss, any of these rights, please contact the Data Protection Officer.

      • You can ask us to confirm if we are processing your information.
      • You can ask for access to your information.
      • You can ask to correct your information if it's wrong.
      • You can ask us to delete your information.
      • You have a right to be forgotten and you can ask that our systems stop using your information.
      • You can ask us to restrict how we use your information.
      • You can ask us to help you move your information to other companies.
      • You can ask us to stop using your personal information, but only in certain cases.
      • You have the right to complain to the relevant supervisory authority.

      Security and Accuracy

      We are committed to keeping your personal information safe. We've got physical, technical and administrative measures in place to prevent unauthorised access or use of your information and we ensure that we comply with our own internal security policies. We also require that our suppliers protect such information from unauthorised access use and disclosure.

      We will also routinely refresh our information to ensure we keep it up-to-date.

       

      Cookies: smarthomestore.edfenergy.com and edfenergy.com

      This section tells you how We use cookies and how you can manage them

      What are cookies?

      Cookies are small text files that are stored on your computer by your web browser. We use them to identify how visitors arrive at our site and the subsequent path they take through it. This helps Us to improve Our service to You.

      We do not use cookies to collect or store Personally Identifiable Information (PII).

      How to control the use of cookies

      If you wish to restrict or block cookies set by this Website, or any other website, you can do this through your browser settings. The "Help" function within your browser should give details of how to do this. Alternatively, you can find more details on how to control or delete cookies at www.allaboutcookies.org

      Please note that you may not be able to use many of the services on Our Website or Apps or other websites without cookies.

      Our smarthomestore.edfenergy.com uses cookies

      Our Smart Home Store and edfenergy.com currently use cookies and some of our third party suppliers use Our Website to set cookies on Our behalf for internet marketing and performance optimisation.

      While on this Website your web browser may interact with content from different servers and therefore cookies from other sources may be set on your computer during a visit to this Website.

      The types of cookies We currently use are: strictly necessary cookies (cookies that are required for the operation of our website; analytical/performance cookies (cookies that allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it; functionality cookies (cookies used to recognise you when you return to our website, enabling us to personalise our content for you); and targeting cookies (these cookies record your visit to our website, and we use this information to make our website and the advertising displayed on it more relevant to your interests.

      You can find more information about the individual cookies We use and the purposes for which We use them in the table below, and on the edfenergy.com cookie policy available at the following link:

      Cookies necessary for the functioning of the Website

       Name  Function
      _Brochure_session Used in connection with browsing through the website

       

      Reporting and Analytics

        Name  Function
      _landing_page Track landing pages
      _orig_referrer Track landing pages
      -s Shopify analytics
      _shopify_fs Shopify analytics
      _shopify_s Shopify analytics
      _shopify_sa_t Shopify analytics relating to marketing and referrals
      _shopify_uniq Shopify analytics
      _shopify_y Shopify analytics
      _y Shopify analytics
      ab_test_3190590030 Shopify analytics
      cart_sig Shopify analytics
      ki_r Shopify analytics
      ki_t

      Shopify analytics