Privacy and Cookie Policy

Affect Energy Privacy and Cookie Policy 

Last updated - 01 August 2018

At Affect Energy we want you to be confident that the personal data you share with us is safe and secure. Our Privacy and Cookies Policy is designed to help you understand how we use your data to help us manage your energy account. By visiting our website you are accepting this Privacy and Cookie Policy and agree to abide by it.


1. What this policy covers

The data controller is Affect Energy Limited of 7 Riverside Business Centre, Brighton Road, Shoreham – By – Sea, West Sussex, England, BN43 6RE (referred to in this policy as “we” or “us”).

We are committed to doing the right thing when it comes to how we collect, use and protect your personal data. That’s why we’ve developed this privacy and cookie policy (“Policy”), which:

  • sets out the types of personal data that we collect
  • explains how and why we collect and use your personal data
  • explains when and why we will share personal data with other organisations; and
  • explains the rights and choices you have when it comes to your personal data

Our websites may contain links to other websites operated by other organisations that have their own privacy policies. Please make sure you read the terms and conditions and privacy policy carefully before providing any personal data on a website. We do not accept any responsibility or liability for websites of other organisations.

 

2. Personal data we collect 

This section tells you what personal data we may collect in the process of switching your energy supply to us and the ongoing provision of energy to you.

When you sign up to Affect Energy, you may provide us with:

  • Your personal details, including your postal and billing addresses, email addresses, phone numbers and date of birth and title
  • Your bank details or credit / debit card information
  • Your account login details, such as your username and the password that you have chosen
  • Your meter details (for example the meter number; whether it is smart or not and how many registers it has) – either provided directly by yourself (or looked up by us on central industry databases)
  • Your consumption information (either in the form of units of energy or the provision of information such as energy spend or property information – house type; number of rooms; fuels etc to allow us to estimate this).

We may also collect:

  • Information about your energy purchases (for example, what tariff you have purchased and when and where you bought it)
  • Technical Information about your online browsing behaviour on our Websites and Mobile Apps and information about when you click on one of our adverts (including those shown on other organisations’ websites)
  • Information about any devices you have used to access our Services (including the make, model and operating system, IP address, browser type and mobile device identifiers)
  • Information about your visit, including where you click to get to, through and from our site (including date and time); products you viewed or searched for; page response times; download errors; length of visits to certain pages and interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call us.
  • Transaction information

When you contact us or we contact you with regard to your account, we may collect:

  • Personal data you provide about yourself anytime you contact us about our Services (for example, your name, username and contact details), including by phone, email or post or when you contact us through social media
  • Details of the emails and other digital communications we send to you that you open, including any links in them that you click on
  • Your feedback and contributions to customer surveys and questionnaires

Other sources of personal data

We sometimes work with other third parties (including, for example, affiliated companies, parties that provide website or mobile application hosting services, ‘web chat’ services, payment and billing services, metering agents, analytics providers, search information providers, and credit reference agencies) and we may receive information about you from them. From time to time, we also work with specialist companies that supply information, online media channels, our partners and public registers. For example, this other personal data helps us to:

  • review and improve the accuracy of the data we hold;
  • improve and measure the effectiveness of our marketing communications, including online advertising.

 

3. How and why we use personal data

This section explains in detail how and why we use personal data.

 

3.1 Make our Services available to you

3.1.1 Manage the energy accounts you have with us

3.1.2 Carry out any obligations arising from the contract we’ve agreed

3.1.3 Provide you with the information, products and services you request from us (This may include sharing information with 3rd parties, such as meter readers, to carry out certain services or provide information on our behalf)

3.1.4 Bill you for the energy you use and take payments

3.1.5 Arrange for appointments with 3rd party providers eg (a 3rd party company coming to inspect your meter for safety reasons)

3.1.6 Provide any additional services required by our gas and electricity licences (for example we may offer additional services if you are registered on our Priority Services Register)

Why do we process your personal data in this way?

We need to process your personal data so that we can manage your customer accounts; provide you with the goods and services you want to buy and help you with any  queries you have with regard to the billing and management of your accoun

 

3.2 Manage and improve our day-to-day operations

3.2.1 Manage and improve our Websites and Mobile Apps

Why do we process your personal data in this way?

We use cookies and similar technologies on our Websites and Mobile Apps to improve your customer experience. Some cookies are necessary so you should not disable these if you want to be able to use all the features of our Websites and Mobile Apps. You can disable other cookies but this may affect your customer experience. More details on Cookies are shown at the bottom of the page. 

3.2.2 Help to develop and improve our product range, services,  information technology systems, know-how and the way we communicate with you

3.2.3 Improve our internal operations including troubleshooting, data analysis, testing, research, statistical and survey purposes

Why do we process your personal data in this way?

We rely on the use of personal data to carry out market research and internal research and development, and to improve our information technology systems (including security), our products and our processes. This allows us to serve you better as a customer.

3.2.4 Detect and prevent fraud or other crime

Why do we process your personal data in this way?                                                       

It is important for us to monitor how our Services are used to detect and prevent fraud, other crimes and the misuse of services. This helps us to make sure that you can safely use our Services

3.2.5 Notify you about any changes to our Services

               

3.3 Personalise your Affect Energy experience

3.3.1 Use your online browsing behaviour to help us better understand you as a customer and seek to provide you with more personalised offers and services.

Why do we process your personal data in this way?

Looking at your browsing behaviour and purchases allows us to personalise our offers and services for you. This helps us meet your needs as a customer.

3.3.2 Provide you with relevant marketing communications (including by email, post or online advertising), relating to our products and services, and those of our suppliers and Partners. As part of this, online advertising may be displayed on other organisations’ websites and online media channels. We may also measure the effectiveness of our marketing communications and those of our suppliers and partners.

Why do we process your personal data in this way?

We want to ensure that we provide you with marketing communications, including online advertising, that are relevant to your interests. To achieve this we may also measure your responses to marketing communications relating to products and services we offer, which means we can offer you products and services that better meet your needs as a customer. You can change your marketing preferences, both when you register with us, and at any time after that.

 

3.4 Contact and interact with you

3.4.1 Contact you about our Services, for example by phone, email or post or by responding to social media posts that you have directed at us.

Why do we process your personal data in this way?

We want to serve you better as a customer so we use personal data to provide clarification or assistance in response to your communications

3.4.2 Invite you to take part in and manage customer surveys, questionnaires and other market research activities carried out by Affect Energy and by other organisations on our behalf.

Why do we process your personal data in this way?

We carry out market research to improve our Services. However, if we contact you about this, you do not have to take part in the activities. If you tell us that you do not want us to contact you for market research, we will respect this choice. This will not affect your ability to use our Services.

To help us to better understand you as a customer and to be able to provide you with services and marketing communications, including online advertising, that are relevant to your interests we may also combine personal data we collect from you with personal data collected from our Websites, Mobile Apps and other sources.

 

4. Sharing personal data with 3rd party sales sites and service providers

This section explains how and why we share personal data with Partners and Service Providers.

When we share personal data with these companies we require them to keep it safe, and they must not use your personal data for their own marketing purposes.

Service Providers

We work with carefully selected Service Providers that carry out certain functions on our behalf. These include, for example, companies that help us with technology services for example, to provide website or mobile application hosting services), storing and combining data, processing energy transactions such as registrations; meter readings / metering work and taking payments. We only share personal data that enable our Service Providers to provide their services. We are also obliged by law to provide the network operators with information with regard to any priority services you may require.

 

5. Sharing personal data with other organisations

This section explains how and why we share personal data with other organisations.

We may share personal data with other organisations in the following circumstances:

  • if the law or a public authority says we must share the personal data;
  • if we need to share personal data in order to establish, exercise or defend our legal rights (this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk);
  • as part of a government data-sharing initiative, for example, those designed to help fuel poverty
  • to help to prevent and detect debt, fraud, or loss (if you don’t pay your debts, we may transfer your debt to another organisation and give them details about you and that debt)
  • to an organisation we sell or transfer (or enter into negotiations to sell or transfer) our business or any of our rights or obligations under any agreement we may have with you to. If the transfer or sale goes ahead, the organisation receiving your personal data can use your personal data in the same way as us; or
  • to any other successors in title to our business.
  • If we suspect someone has committed fraud or stolen energy by tampering or with the meter or diverting the energy supply, we will record these details on your account record and may share this information with Ofgem and other people who are interested (such as other energy suppliers, landlords and housing associations). We may use this information to make decisions about you, your character, how likely we think you are to pay for your gas or electricity (or both) and future energy services. This may include recording sensitive personal information such as criminal offences you have been accused of. Also if the gas or electricity supply to your property has previously been tampered with or if gas or electricity has been stolen, or we suspect it has been stolen, we may take this into account when we decide what products or services we can offer you and the terms and conditions we give you.

 

6. How we protect personal data 

We know how important it is to protect and manage your personal data. This section sets out some of the measures we have in place.

We use computer safeguards such as firewalls and data encryption, and we enforce physical access controls to our buildings and files to keep this data safe. We only authorise access to employees who need it to carry out their job responsibilities.

  • We protect the security of your information while it is being transmitted by encrypting it using Secure Sockets Layer (SSL).
  • We enforce physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personal data. When we speak to you over the phone , we will ask for information that will identify you before talking about your account details. Likewise, your online account is password protected with the ability to change the password at any time if you feel it has been compromised.
  • We will reveal only the last four digits of your credit card number when playing back details to you.

However, whilst we take appropriate technical and organisational measures to safeguard your personal data, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.

The personal data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by companies operating outside the EEA who work for us or for one of our service providers. We will put in place appropriate protection to make sure your personal data remains adequately protected and is treated in line with this Policy.

 

7. Marketing and Market Research

This section explains the choices you have when it comes to receiving marketing communications and taking part in market research.

We will send you relevant offers and news about our products and services in a number of ways but primarily by email, but only if you have previously agreed to receive these marketing communications. When you register with us we will ask if you would like to receive marketing communications, and you can change your marketing choices online, through your MyAffect account, over the phone or in writing at any time.

We also like to hear your views to help us to improve our Services, so we may contact you for market research purposes. You always have the choice about whether to take part in our market research.

 

8. Your rights

Under the Data Protection Act 1998, you have the right to see the personal data we hold about you. This is called a Subject Access Request.

If you would like a copy of the personal data we hold about you, please write to:

Data Protection Officer, Affect Energy, 7 Riverside Business Centre, Shoreham By Sea, West Sussex, BN43 6RE

You can also email us at subjectaccessrequest@affectenergy.com.

The law allows us to charge an administration fee of £10. If you write to us by post, please enclose a cheque or postal order for £10 made payable to "Affect Energy Ltd”.

We want to make sure that the personal data we hold about you is accurate and up to date. If any of your details are incorrect, please let us know by emailing us at help@affectenergy.com and we will amend them.

 

9. Changes to our Privacy Policy

Any changes we may make to our privacy policy in the future will be posted on this page. Please check back to see any updates or changes to our privacy policy.

 

10. How to contact us 

If you have any questions about how we collect, store and use personal data please contact us

 

Local rate number:

0330 60 62 675

 

Email:

help@affectenergy.com

 

Write to us at:

Data Protection Officer

Affect Energy
7 Riverside Business Centre

Shoreham By Sea

West Sussex

BN43 6RE

 

 

 

Cookies

Cookies are small text files that are stored on your computer by your web browser. Our Website uses cookies to distinguish you from other users and to identify the path you take through our Website. This helps us to provide you with a good experience when you browse our Website and also allows us to improve it.

How our Website uses cookies

Our Website currently uses 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 site. We do not use cookies to collect or store Personally Identifiable Information (PII). Set out below is a list of cookies used by the Website and a description of what they are used for:

Performance Analytic cookies​

AffectEnergy may use cookies delivered by third parties to track the performance of Company advertisements. For example, these cookies remember which browsers have visited the Company’s Web sites. The information provided to third parties does not include Personal Information, but this information may be re-associated with Personal Information after the Company receives it.

  • Google Analytics:  https://tools.google.com/dlpage/gaoptoutFrom time-to-time, AffectEnergy may engage third parties to track and analyze usage and volume statistical information from individuals who visit the Company’s Web sites.

Required cookies

  • MyAffect Account cookies:

    If you have chosen to identify yourself to AffectEnergy, the Company uses cookies containing encrypted information to allow the Company to uniquely identify you. Each time you log into the Services, a cookie containing an encrypted, unique identifier that is tied to your account is placed on your browser. These cookies allow the Company to uniquely identify you when you are logged into the Services and to process your online transactions and requests.

  • Desk.com
    If you wish to contact Affect Energy using the online form then the Company uses a third party service to manage these email systems and cookies are used to track the form usage and FAQs.

If you wish to restrict or block cookies set by this 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 without cookies.