Our Privacy Philosophy
This Policy explains how we collect, use, disclose and safeguard the personal information that you or a third party provide. Providing personal information or authorizing a third party to disclose personal information to us signifies your consent to Enersource’s collection, use and disclosure of your personal information in accordance with this Policy.
For the purposes of this Policy, “personal information” means information that can identify an individual directly or through other reasonably available means. The meaning of “personal information” shall be interpreted in a manner that conforms with the minimum requirements of applicable provincial and federal privacy legislation.
Our Privacy Principles
Identifying Purposes and Obtaining Your Consent
We identify the purposes for collecting your personal information at or before the time it is collected. We will not collect, use or disclose your personal information without your informed consent, unless required or permitted to do so by law.
At Enersource, we collect, use and disclose personal information about you so we can provide electricity, construction, and maintenance services, as well as fulfill Enersource’s various regulatory requirements. The administration of our business requires this information to be used for verifying a customer’s identity, managing any special needs of our customers, responding to customer inquiries, billing, determining a customer’s credit rating, providing electricity services, collecting overdue bills, conducting customer surveys and consultations, promoting conservation and demand management programs, and meeting regulatory and legal requirements. We may also use your personal information to communicate with you.
Should we require your information to fulfill a purpose that is not identified in this Policy, we will obtain your consent before proceeding.
Limiting the Collection, Use and Disclosure of Your Personal Information
The information we collect
We collect personal information by fair and lawful means and limit collection to that information which is necessary for the purposes identified in this Policy. The type of personal information that we may ask for includes: your name, address, phone number, email address, account number, driver’s licence, date of birth, banking information, service orders, electricity usage, invoice history, and billing history.
The choice to provide us with your personal information, either directly or through a third party, is always yours. However, your decision to withhold particular information may limit our ability to provide you with some of our products or services.
How your information is collected
Personal information may be collected in a number of ways, including: in person, over the phone, by mail, by fax, over the Internet, and from third parties who you have authorized to disclose personal information to us.
Web cookies are very small text files that are stored on your computer from a webpage to keep track of information about your browsing on that site. Through the use of web cookies or other tracking providers, we may capture standard web traffic information, such as the time and date you visited our website, your IP address, and your browser information. In no circumstances do the cookies or other tracking provider capture any information that can personally identify you.
We make every reasonable effort to ensure that those third parties that disclose your personal information to us have first obtained your consent. If you believe that a third party has inappropriately disclosed your personal information to us, please contact that third party directly. If the third party does not sufficiently respond to your inquiries, please let us know immediately.
Your personal information will only be used or disclosed in accordance with the purposes for which it was collected, unless you have otherwise consented or except where required or permitted by law.
We may monitor and record telephone calls
For the purpose of maintaining quality service, telephone calls to our customer service lines will be recorded. When you call Enersource customer service, you will hear a recording: “Your call may be monitored for quality purposes”. If your call is subject to a quality assurance program, you will be so advised prior to speaking with a representative.
Disclosure to third parties
We will only disclose your personal information to third parties if you have so consented or if required or permitted by law.
The type of information we are legally required to disclose may relate to criminal investigations or government tax reporting requirements. In some instances, such as a legal proceeding or court order, we may also be required to disclose your personal information to authorities. Only the information specifically requested in writing is disclosed. If a request is made to us by phone, we take precautions to verify the caller’s identity. We take precautions to satisfy ourselves that the authorities that are making the disclosure request have legitimate grounds to do so.
Your personal information may be disclosed in situations where we are legally permitted to do so, such as in the course of employing reasonable and legal methods to enforce your rights or to investigate suspicion of unlawful activities. We may release certain personal information when we believe that such release is reasonably necessary to protect the rights, property and safety of ourselves and others.
You understand and agree that we may use your personal information and disclose your personal information to third parties in connection to the provision of Enersource services to you, including any consultations, surveys, and the promotion of conservation and demand management that Enersource is required to carry out for regulatory purposes. This includes contractors or service providers acting on behalf of Enersource and collection agencies.
You also understand and agree that we may use your personal information and disclose your personal information to third parties in connection with the proposed or actual financing, insuring, sale, securitization, assignment or other disposal of all or part of our business or assets (including accounts) for the purposes of evaluating and/or performing the proposed transaction. These purposes may include, as examples, permitting such parties to determine whether to proceed or continue with the transaction, fulfilling any reporting or audit requirements to such parties, and/or disclosing personal information as part of concluding a sale or transfer of assets. Our successors and assigns may collect, use and disclose your personal information for substantially the same purposes as those set out in this Policy. In the event the transaction does not go through, we will require, by contract, the other party or parties to the transaction not to use or disclose your personal information in any manner whatsoever for any purpose, and to return or destroy such personal information.
Enersource may perform activities outside of Canada through third parties. You acknowledge and agree that, as a result, your personal information may be processed, used, stored or accessed in other countries and may be subject to the laws of those countries.
Except as specifically provided for in this Policy, we do not disclose any personal information to third parties.
Keeping your information accurate
We make every reasonable effort to keep your personal information as accurate, complete and up-to-date as necessary. If desired, you may verify the accuracy and completeness of your personal information in our records.
Despite our best efforts, errors sometimes do occur. Should you identify any incorrect or out-of-date information in your file, we will remedy any such errors on a timely basis. In the event that inaccurate information is mistakenly sent to a third party, we will communicate relevant changes to the third party where appropriate.
Protecting Your Personal Information
Access to your information within Enersource
Access to private, sensitive and confidential information, including your personal information, is restricted to authorized employees with legitimate business reasons. For example, when responding to customer enquiries, employees will need to access your information to verify your identity and to properly assist you.
We require all of our employees to abide by Enersource’s privacy standards. Our employees understand the importance of keeping your information private. For this reason, our employees are required to agree to a code of conduct that prohibits the disclosure of any customer information to unauthorized parties.
Access to customer information is restricted to authorized employees who have a legitimate business purpose for accessing it and all of our employees who have access to personal information have been trained on the handling of such information.
Employees are strictly prohibited from accessing or disclosing personal information without authorization. All employees are expected to maintain the confidentiality of personal information and to adhere to this Policy at all times. The failure to do so will result in appropriate disciplinary measures, up to and including dismissal.
Disposal and Retention
Except as otherwise permitted or required by law, your personal information will be retained for so long as is reasonably necessary to fulfil the purposes for which it was collected.
Safeguarding your information
To ensure that your personal information is protected, we utilize security safeguards that are on par with the industry standard. We use modern technologies to ensure that your confidential information is not compromised. Our server environment and firewall infrastructure are well-maintained and our security practices are reviewed on a regular basis.
We keep electronic customer files in a highly-secured environment with restricted access. Paper-based files are stored in locked filing cabinets to which access is also restricted. When you call our customer service centre, you will be required to verify your identity. Safeguards include physical, organizational, and technical measures, including but not limited, to:
- security card access to premises;
- restriction of employee access to files on a “need to know” basis;
- confidentiality undertakings by all employees;
- securing personal information and not leaving it unattended or in plain view;
- firewalls, antivirus, passwords, encryption and software solutions for technical security;
- regular reviews of privacy compliance initiatives; and
- regular audit processes to assess controls in place.
Enersource requires its service providers and third party partners to contractually commit to protecting personal information and have mature security controls in place.
Enersource trains all staff on privacy best practices and ensures that employees are aware of the importance of safeguarding personal information to which they have access.
Addressing Your Inquiries and Concerns
We are happy to provide you with a copy of this Policy and to discuss any of its content with you.
Upon request, we will also inform you of: the type of personal information we have collected; how your personal information has been used; and any third parties to whom your personal information has been disclosed.
Please direct all questions or enquiries about this Policy to:
Gia M. DeJulio, Director, Regulatory Affairs
2185 Derry Rd. West
Mississauga, ON, L5N 7A6
Any changes to our privacy standards and information handling practices will be reflected in this Policy in a timely manner. Enersource reserves the right to change, modify, add, or remove portions of this Policy at any time. Please check this page periodically for any modifications. To determine when this Policy was last updated, please refer to the modification date at the bottom of this Policy.
Our website www.enersource.com is governed by the provisions and practices stated in this Policy. Our website may contain links to third party sites that are not governed by this Policy. Although we endeavour to only link to sites that share our commitment to your privacy, please be aware that this Policy will no longer apply once you leave our website and that we are not responsible for the privacy practices of third party sites. We therefore suggest that you closely examine the respective privacy policies of third party websites to learn how they collect, use and disclose your personal information.
This Policy and all related matters are governed solely by the laws of Ontario and the applicable federal laws of Canada.
Enersource may perform activities outside of Canada through third parties. You acknowledge and agree that, as a result, your personal information may be processed, used, stored or accessed in other countries and may be subject to the laws of those countries. For example, information may be disclosed in response to valid demands or requests from government authorities, courts, or law enforcement in other countries.
Last revised September 24, 2015