Gas Privacy Policy
Context
The Personal Information Protection Act (B.C.) (the "Act") governing the collection, use and disclosure of personal information applies to all British Columbia businesses as of January 1, 2004. FortisBC Inc. and all of its British Columbia based operations fall under this legislation. Operations and companies headquartered in locations outside of British Columbia fall under either comparable provincial or federal privacy law. This policy establishes compliance with the Act by all B.C. companies within the FortisBC Inc. group which are covered by the Act.
FortisBC's commitment to protecting your privacy
Technological growth has revolutionized the way individuals, corporations, and governments gather, use and disclose information. Emerging technologies require heightened vigilance in the collection, use and disclosure of personal information. FortisBC Inc. and its group of companies are committed to protecting the confidentiality and privacy of personal information FortisBC holds about its customers and other individuals with whom FortisBC does business. This policy reflects that commitment.
What is personal information?
Personal information includes a wide variety of data. It is information that could be used to identify a specific individual. Examples include: name, address, gender, age, family status and social insurance and other personal identification numbers.
How does FortisBC use personal information?
In the course of carrying out its business, FortisBC holds personal information about its customers and other individuals. The way this information is used varies depending on the nature and sensitivity of the particular information. Recognizing that some of that information is personal, FortisBC is committed to collecting, using and disclosing such information only for the appropriate purposes for which it was gathered.
Collecting and using personal information
FortisBC collects and uses personal information for purposes reasonably required in order for it to carry on business, including:
- To create and maintain an effective business relationship
FortisBC will collect basic information from its customers and other individuals with whom FortisBC carries on business to confirm identity and related contact information. Additional information required is situation specific. For example, FortisBC may collect bank and credit information for customers to set up accounts and facilitate billing, collections and customer service. Customers might also wish to take advantage of pre-authorized payments, in which case specific bank account information will be required. Next-of-kin contact information might also be collected for the purposes of bill collection and dealing with emergencies.
- To further develop, enhance and market products and services
FortisBC may collect personal information regarding use of FortisBC's services and products in order to understand how to improve them. From time to time, FortisBC may review and analyze customer use of FortisBC's services and products to assist in developing improvements. FortisBC may also periodically use personal information to market new service and product offers to customers.
- To understand customer needs and preferences
FortisBC keeps some personal information for the purpose of providing personalized service. For example, if a customer wishes to pay his/her bills electronically, FortisBC will ask for sufficient information to identify the customer's online identity (e.g., e-mail address).
- To meet legal and regulatory requirements
FortisBC may collect personal information from customers to support reporting of interest on security deposits for tax purposes. In this case Social Insurance Numbers are required.
- To manage FortisBC's business and operations
FortisBC analyzes customer usage of its services and products to better understand future customer requirements and assist in forecasting activities. This information may also be used to assist FortisBC in planning future system and rate changes.
Disclosing personal information
Situations where FortisBC may be required to disclose personal information about its customers or other individuals with whom FortisBC does business are varied. Some examples include:
- FortisBC may disclose customer information to a related company, or third party agent, for the purpose of providing services to customers. One example is the disclosure of customer information to a third party for the purpose of administering FortisBC's billing, collections and customer service. Such disclosure is done on a confidential basis, and FortisBC requires the third party to which the information is disclosed to use that information only for the purposes for which it was initially collected and disclosed by FortisBC. To the extent that FortisBC discloses customer information to a related company or third party that is physically located outside Canada, that entity may also be required to comply with privacy or other laws that differ from those in Canada.
- FortisBC may disclose an individual's personal information to a person whom FortisBC reasonably believes to be acting as the individual's agent for the purpose of gathering that information. For example, FortisBC may disclose information to an individual's legal counsel if FortisBC is satisfied that that person is seeking the information at the request of the individual.
- FortisBC may disclose information for the purpose of collecting on a debt obligation owing to FortisBC.
- FortisBC may disclose personal information to a public authority, or its agent, if FortisBC reasonably believes that the disclosure is required to preserve life or property from imminent danger, and it appears that the danger could be minimized or avoided by disclosing the information.
- FortisBC may disclose a customer's personal information to a third party to perform research on FortisBC's behalf for customer service and business planning activities. Such disclosure is done on a confidential basis, and FortisBC requires the third party to which the information is disclosed to use that information only for the purposes for which it was initially disclosed.
- FortisBC may disclose a customer's personal information to related companies within the FortisBC group of companies, its partners or third party agents in order to ensure proper administration of special offers and programs. Such disclosure is done on a confidential basis, and FortisBC requires the third party to which the information is disclosed to use that information only for the purposes for which it was initially disclosed. To the extent that FortisBC discloses customer information to a related company or third party that is physically located outside Canada, that entity may also be required to comply with privacy or other laws that differ from those in Canada.
- FortisBC may disclose personal information to third parties in connection with a proposed sale of part or all of its business. In such case, FortisBC will obtain the agreement of the third parties to protect the confidentiality of that information.
- FortisBC may disclose personal information for law enforcement purposes and to the extent required to comply with legal requirements or regulatory orders.
FortisBC's commitment to personal information security
FortisBC carries out its commitment to personal information security in several ways:
- FortisBC will limit the collection, use and disclosure of personal information to that reasonably required in order for FortisBC to carry on its business. Some of the specific purposes for which FortisBC will collect, use and disclose personal information are set out in this Privacy Policy. Other instances of permitted collection, use and disclosure of personal information are set out in the Act.
- FortisBC will ensure appropriate safeguards are in place to protect the personal information it has in its custody or control. This ranges from ensuring areas and documents are only accessible by authorized personnel on a need-to-know basis, to requiring employees to act according to the FortisBC Code of Business Conduct to respect the privacy of the personal information they are exposed to in the work place.
- FortisBC will protect the confidential nature of personal information when dealing with other organizations, and FortisBC will require them to meet the same standard as it does when dealing with information it has placed in their trust.
- FortisBC will honour any reasonable requests made to review and update your own personal information, and FortisBC will take reasonable steps to process these requests in a timely manner. You can help in this respect, by keeping the personal information FortisBC has about you as up to date as necessary, and by letting FortisBC know about your requests and concerns in a prompt fashion. FortisBC may charge you a nominal fee for processing your information requests.
- Upon request, FortisBC will provide a description of the security measures applicable to personal information within its custody or control along with a summary of FortisBC's privacy complaint procedure.
Your options regarding personal information
FortisBC will assume, unless we hear from you otherwise, that you wish FortisBC to continue to collect, use and disclose your personal information in accordance with this Privacy Policy. Please note that you may withdraw or limit your consent to FortisBC's collection, use, or disclosure of your personal information at any time, subject to any legal or contractual restrictions. FortisBC will process and implement such requests within a reasonable amount of time. Note, however, that such requests may limit FortisBC's ability to provide you with the optimal level of service or any service. FortisBC will advise you if this is the case.
To request the personal information we have on file for you, please complete the Customer Personal Information Request form either in Microsoft Word or Adobe PDF.
We do not provide our customer information to third parties for any reasons other than those described above, nor do we sell our customer lists. If you have any concerns or questions about our service and your privacy, please call 1-888-224-2710 or send an email.
Electricity Privacy Policy
Our Commitment to Protecting your Privacy
FortisBC collects, uses and discloses personal information about customers to enable us to establish and manage the relationship necessary to provide electricity related services to you. Like you, we believe privacy is important. While FortisBC has always valued the personal information shared with us by our customers, legislation is in place that governs how personal information must be managed and protected. FortisBC is committed to complying with the legislation. We want you to understand why we collect your information, why we use your information, and how we protect your information.
What is Personal Information?
Personal information is information about an identifiable individual, and includes but is not limited to:
- Your contact information, such as your name, address, telephone number, identification or personal email address;
- Your transaction history with us for any services. This could include your billing and payment history, rate and consumption history, meter and premise information, trouble calls, customer service inquiries, requests for information or contest and special offer entries;
- Your financial and credit history
Personal information does not typically include business contact information, such as any information that is provided on a business card. This includes an individual's name, business title, business address, business phone and fax numbers.
We may collect personal information about you directly from you over the telephone, in person or via email, or from our affiliates and business partners.
Why Does FortisBC Collect, Use and Disclose Personal Information?
We collect, use and disclose personal information about you in order to provide electricity related services to you and to conduct business with you. We also endeavor to collect only the information we require for those purposes. Some examples of why we collect and use your personal information are:
- To create and maintain a professional business relationship with you;
- To provide ongoing electricity related services to you;
- To develop and improve the services we offer to you;
- To understand your needs and preferences;
- For credit and collection purposes;
- To avoid fraud and identity theft;
- To manage your inquiries; and
- To meet regulatory and other legal requirements.
Updating Your Personal Information
It is important that the information contained in our records is accurate and up to date. Should your personal information change during the course of our business relationship, please contact us at 1-866-436-7847 to inform us of the changes.
Does FortisBC Share Your Personal Information?
Yes, we do share your personal information, but only where permitted by law or for the purposes it was collected as set out above. Examples may be:
- Among the business units of FortisBC in order to continue to provide services to you;
- With a company or an individual employed by FortisBC to carry out business functions on our behalf;
- With a government agency, credit reporting agency, court or law enforcement organization, in accordance with applicable laws and requirements;
- With a legal representative if that representative is seeking information on your behalf;
- With a public authority if it is reasonable to believe that there is imminent danger to life or property; or
- With organizations or individuals to whom a customer has turned to resolve an issue with FortisBC.
If you wish us to communicate with other parties regarding your account please provide us with written consent to allow us to deal specifically with that party on matters regarding your account.
Does FortisBC Protect Your Personal Information?
Yes, we protect your personal information. FortisBC values your right to privacy and endeavours to ensure that the information you share with us is protected. We endeavour to:
- not collect, use or disclose your personal information for any purpose other than that for which it was collected.
- protect your information, in both electronic and paper format, with appropriate safeguards.
- reinforce the confidentiality of your personal information when conducting business externally.
- keep your personal information as accurate and up to date as possible for our business purposes.
- grant access to you to review your personal information as permitted by law.
Do You Have Any Choices?
Yes, you have choices; you may withdraw your consent for us to collect, use or disclose your personal information at any time subject to reasonable notice and legal or contractual restrictions. However, if you do this, it may limit us or prevent us from providing services to you. Unless you advise us otherwise, we assume that we have your consent to collect, use and disclose your personal information as described above. You can contact us at 1-866-436-7847 or email us at privacyofficer@fortisbc.com to withdraw consent.
If you wish to access your personal information we ask that you do so in writing. Please call 1-866-436-7847 or email us at privacyofficer@fortisbc.com for instructions and contact information.
You may contact FortisBC through the above means or at the following address if you have any questions about our privacy policies and practices.
FortisBC Inc.
Suite 100, 1975 Springfield Road
Kelowna, British Columbia
Canada V1Y 7V7
It is FortisBC’s policy to comply with personal information protection legislation. This privacy commitment applies only to our activities that are subject to applicable federal or provincial personal information protection legislation. This privacy commitment is subject to FortisBC's privacy policies and practices, and is not intended to replace or modify the same, or to create new rights or obligations not contained in such policies or practices.