Privacy Policy

Your privacy is our priority. This statement explains how we collect, use, transfer and store your personal data. We encourage you to read this information.


 

Introduction

Nabuh Energy and Your Personal Data

This is our Privacy Notice. It explains your statutory rights and how we collect and use your personal data. It describes the processing activities that are carried out by Nabuh Energy in relation to our home energy supply, the purposes for which these activities are performed and the legal bases that Nabuh Energy relies upon for these processing activities.

We may update this Privacy Notice from time to time to ensure it is always up to date and accurate. Any changes we may make to our Privacy Notice will be posted on this page, and we will communicate any significant changes to you.

You can contact Nabuh Energy’s Data Protection Officer by writing to Nabuh Energy Limited, The Balance, 2 Pinfold Street, Floor 9, Sheffield S1 2GU.

You can also contact our data protection officer at dataprocessingofficer@nabuhenergy.co.uk

1. What information do we collect and how do we do it?

We, or third parties on our behalf, collect your personal information when you use our website, communicate with us by phone, letter, email, social media or in person, receive our products and/or services, or request to join schemes which you are eligible for.

We need this personal information, so we can provide services and/or products to you.  If you don’t provide us with that personal information you may not be able to access certain products and/or services.

We may collect the following personal information: 

•    your name;
•    gender;
•    billing address;
•    supply address;
•    telephone numbers;
•    e-mail addresses;
•    date of birth;
•    details of a secondary contact (e.g. name and phone number);
•    energy usage (e.g. meter readings and units of gas and electricity used over a period of time);
•    national insurance number;
•    financial information (e.g. bank account details);
•    personal requirements and lifestyle;
•    permissions (e.g. we will record if you have consented to e-mail marketing);
•    your preferences (e.g. if you would prefer paperless billing);
•    if you are a home owner or renter;
•    survey responses;
•    information about any other accounts you hold for gas, electricity, including the  name of the supplier and payment methods;
•    for electricity customers, your Meter Point Administration Number (MPAN) to identify your electricity supply;
•    for gas customers, your Meter Point Reference Number (MPRN), that identifies your gas supply;
•    if you visit our website, we store your IP address, the browser software you use and your behaviour on our website (for example, the pages that you click on).  This information is collected through cookies. More information about how we use cookies can be found in our cookies policies https://www.nabuhenergy.co.uk/cookie-policy/
•    if you have a smart meter it automatically sends us information about the gas and/or electricity that you use;
•    if you engage with us through social media, we collect your name and store a link to your relevant social media profile, which we combine with details of your previous correspondence with us;
•    if we, or third party suppliers, carry out a home visit, we may collect personal information about you or a member of your household from that visit. E.g. we may record information if we suspect that you or a member of your household may benefit from Priority Services;
•    if we suspect that someone has committed fraud or stolen energy, e.g. by tampering with a meter or diverting the energy supply, we will record that information; and/or
•    if you register an account for services with us, we create and record customer ID numbers for you and record the date of your application.

2. What do we use your personal data for and why?

We, or third parties, collect, use and store your personal data for a number of purposes. You will find them all listed below.

  • We, or third parties on our behalf, collect, use and store the personal information collected about you. to:

(a)     Provide, or obtain on your behalf, relevant products and/or services, benefits, and rewards;

(b)     Respond to any enquiries or issues you have;

(c)     Identify you;

(d)     Detect and prevent crime, fraud or loss;

(e)     Contact you, or authorised third parties, about our services and/or products, such as sending you information when you sign up or change tariffs, service announcements and administrative messages;

(f)     Train our staff and improve our products and services, which may mean that we monitor and record communications that we have with you including phone conversations, emails, SMSs and web chats;

(g)    Conduct, and contact you in relation to, market research e.g. through customer satisfaction surveys and questionnaires;

(h)    Obtain government funding for the supply of energy efficiency measures to individuals;

(i)     Identify offers and advice tailored to your needs or lifestyle;

(j)     Ensure the health and safety of you, our staff and contractors;

(k)    Make decisions about the products and/or services and terms and conditions that we can offer to you e.g. if you ask for certain tariffs we will assess if anything prevents us from offering that tariff to you;

(l)     Make personal projections about the amount of energy you are likely to use in a given period;

(m)   Use information collected from your visit to our website for administrative purposes; for troubleshooting, data analysis, testing, research and statistical and survey purposes; to ensure content is presented in an effective manner; and to enable you to participate in interactive features;

(n)    Use data collected from your smart meter to enable us to work out your bills and to identify and prevent fraud or energy theft.

(o)    Respond to or resolve any enquiries or requests that you may have from social media;

(p)    Enable internal corporate reporting, business administration, adequate insurance coverage, the security of company facilities, research and development, and to identify and implement business efficiencies;

(q)    Comply with any procedures, laws and regulations which apply to us – including where we reasonably consider it is in our (or others) legitimate interests to comply; and

(r)     Establish, exercise or defend our legal rights – including where we reasonably consider it is in our (or others) legitimate interests.

3. Sources we collect your personal data from

We will collect personal data from a number of sources. These include:

Directly from you
Website and mobile applications
Devices
Other companies we work with
Credit and anti-fraud reference agencies
Third-party data and insight providers
The government, ombudsman services and regulators
Social media
Housing associations and developers
Your previous energy provider
Other people linked to your account
Other companies apps and products
Public registers
Private registers

4. Who we share your personal data with

We share personal data with the following categories of third parties. We never sell your data to a third party for their own marketing use.

Companies in the same group as us
Any party approved by you
Advertising partners
Delivery companies
Debt collection agencies
Industry partners
Other energy companies, networks and industry bodies
Industry supervisory bodies
The government or our regulators
Ombudsman services
Trial partners
Network operators and distributors
New energy provider
Companies that help us run our business

5. Direct Marketing

Email, SMS and telephone marketing
Nabuh Energy websites and mobile applications
Third party websites and applications

6. How is your personal information transferred outside of the EEA?

We, or a third party who we share personal information with, may host, store and handle that personal information outside of the European Economic Area (EEA). We will only permit this to happen if adequate safeguards have been put in place to protect your personal information.

This means that we will: 

(a)     ensure that the country in which your personal information will be handled has been deemed "adequate" by the European Commission under Article 45 of the General Data Protection Regulation (GDPR);

(b)     include standard data protection clauses approved by the European Commission for transferring personal information outside the EEA into our contracts with those third parties (these are the clauses approved under Article 46.2 of the GDPR); or

(c)     (in the case of transfers from the EEA to the USA), ensure that the recipient of the personal information has certified with the US-EU Privacy Shield Framework, as permitted by Article 46.2 of the GPDR.

An adequate level of protection for personal data, the transfers will be under an agreement which covers the requirements for the transfer of personal data outside the EEA, such as the European Commission approved standard contractual clauses.

7. How long do we keep the personal data for?

We will keep your personal data for as long as you have an active account with us and then a further 6 years.

8. Your rights in relation to your personal data

  1. the right to be informed about the personal data we collect, how your personal data is being used, and from whom we collect your personal data when we obtain it from other sources;
  2. the right to access the personal data we hold about you;
  3. the right to request the correction of inaccurate personal data we hold about you;
  4. the right to request the blocking or deletion of your personal data in some circumstances;
  5. the right to request that we port elements of your data either to you or another service provider;
  6. the right to object to us processing your personal data (where we do so only because you have consented, or because we are using automated means to make decisions that affect you); and
  7. the right to withdraw your consent at any time

You may have the following rights in relation to your personal data:

You only have the benefits of some of the above rights in limited circumstances, which depend on the legal reason why we collect your personal data. We will consider all those requests. However, certain personal information may be exempt from those requests in certain circumstances, which may include needing to keep processing your personal information for our legitimate interests or to comply with a legal obligation.  If an exemption applies, we will tell you this when responding to your request.  We may ask you to provide us with the information necessary to confirm your identity before responding.

9. Getting in touch

Get in touch in relation to your rights
Contact our Data Protection Officer
If you’re not satisfied with our response or believe our processing does not comply with data protection.  Please contact us at dataprocessingofficer@nabuhenergy.co.uk

Version 1.1. February 2019