1. What is personal information?
There are a number of types of personal information that exist about you that we may collect directly or obtain from our affiliates or partners. This information could be collected in person, over the telephone, through the mail, or over the Internet.
The information we may collect or obtain includes but may not be limited to:
a) Your identity or contact information such as your name, address, phone number, email address and so on.
b) Your transaction history with us for any or all products or services you have obtained from us or our affiliates. This could include billing, rate, consumption or payment information, meter or premise information, current and past usage patterns, or current and past product or service subscriptions.
c) Your credit or financial history with us or our affiliates.
d) Your transactions with us or our affiliates such as customer service inquiries, information requested or provided to you, or responses to surveys or contests.
2. Why do we collect and use your personal information?
We need basic information about you in order to conduct business and provide services to you. We recognize that some of this information is sensitive or private, which is why we collect personal information only for the following purposes:
a) To create and maintain a responsible business relationship with you and provide ongoing service.
When you apply for service from ENMAX, we collect information that allows us to verify your identity and credit history so that we can accurately bill and collect for the products and services that you receive from us. For example, we will collect and use personal information in order to activate or de-activate service, maintain account information, bill you and process your payment. We also use it to protect you and us from error or fraud, respond to inquiries, or communicate with you about account activity or adjustments. We may also collect bank account information if you are interested in utilizing our pre-authorized payment options.
b) To maintain our business and operations on your behalf.
Knowing how and when our customers use our products is critical to help us manage the systems we use efficiently and plan for the future needs of our customers. We may need to collect or use personal information to provide settlement reports, document where meters are located, or to alert you about environmental incidents or outages in your area.
c) To develop, improve, market or provide products and services to you.
We continually analyze how, when, and where our customers use our products and services so that we can improve them and make them more relevant and useful. From time to time, we may use your usage patterns of our products and services to help us provide alternate or improved product and service recommendations and special offers that we believe will be of interest to you.
d) To understand your needs and preferences.
In order to develop and offer products that our customers are interested in, we analyze our records of what products and services you receive from us, including usage patterns, payment options used, and so on. We may, from time to time, ask you to participate in surveys that allow us to determine what you want from our products or services. We may also request information like your e-mail address if you are interested in receiving material on our products electronically.
e) To meet legal and regulatory requirements.
Collecting and using personal information is required for us to meet our contractual obligations to you, or our legal and regulatory obligations to others. As an example, we may collect information in response to an order of the court, to assist in police investigations, or to satisfy requests by the Alberta Energy and Utilities Board for information.
3. When do we share your personal information?
There are some circumstances where we may share some personal information about our customers with an affiliate or another individual or company.
a) Subject to applicable regulations, your personal information may be shared among ENMAX business units and affiliates to serve our customers better and provide them with services which require assistance from different parts of our organization.
b) Your personal information may be disclosed to:
I. a company or individual employed by ENMAX to perform functions on our behalf, such as research or data processing; or
II. an agent used by ENMAX to provide billing and customer service, to evaluate the customer's credit worthiness or to collect the customer's account.
Any such disclosure of your personal information from ENMAX is made on a strictly confidential basis, and the information is to be used only for the purpose for which it was shared.
c) Subject to applicable regulations, we may disclose your personal information to a credit reporting agency, government agency, court, or law enforcement personnel.
d) We may share personal information about you to a person who, in our reasonable judgment, is seeking the information legitimately on your behalf. For example, we may provide information about a customer's account to the customer's legal representative if we are satisfied that individual is requesting the information on behalf of the customer.
e) We may disclose a customer's personal information to a public authority or agent of a public authority, if in our reasonable judgement, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information.
f) ENMAX serves both regulated and competitive rate customers. If you are a regulated rate customer, we will disclose your contact and consumption information ("customer information") as defined above to our competitive rate division (ENMAX Energy) so that it can provide you with options and offers that may be of interest to you, and we will continue to do so until advised by you otherwise. Unless you specifically tell us that you do not want your customer information disclosed as described in this section, by receiving this Personal Information Commitment, you will be assumed to have given your consent for us to use your customer information as set out in this paragraph. Instructions for withdrawing your consent are listed later in this document. Other retailers are listed at www.ucahelps.alberta.ca, or by calling 310-4822. You are free to choose another retailer, and upon your request, we will disclose your customer information to one, some or all other retailers.
g) In order to provide our customers with special offers or programs that may be of interest to them, with your consent, we may disclose personal information about you to our marketing partners or affiliates, or to third-party agents responsible for administering such offers or programs. Unless you specifically tell us that you do not want your personal information disclosed as described in this section, by receiving this Personal Information Commitment, you will be assumed to have given your consent for us to use your personal information as set out in this paragraph. Instructions for withdrawing your consent are listed later in this document.
4. How do we protect your personal information?
ENMAX values your right to privacy and works hard to protect your personal information.
a) will not collect, use or disclose your personal information for any purpose other than those identified above, except with your consent;
b) will protect the confidentiality of your personal information when doing business internally or externally with other organizations;
c) will protect your personal information with appropriate and effective security safeguards;
d) will strive to keep your personal information as accurate and up-to-date as is necessary for the purposes identified above; and
e) will honour any request you may make for access to your personal information, subject to exceptions permitted by law.
5. What choices do you have?
At ENMAX, we believe strongly in the power of choice. We are working hard to ensure we have and maintain your confidence and consent to collect, use and disclose your personal information for the purposes identified above. However, you do have a choice and can refuse or withdraw your consent at any time as follows:
a) You may have your contact information removed from our marketing lists which we (or our marketing partners or affiliates) use to inform you of new or relevant products, services and special offers that may be of benefit to you.
b) You may refuse to provide personal information to us. You may also withdraw your consent at any time, subject to applicable legal or contractual restrictions and reasonable notice. However, in either case, this may severely limit our ability to provide services to you (e.g. inability to provide power to your residence and/or correctly bill you).