Personal Information Protection Principles
Alectra Utilities is accountable for the protection of all personal information within the organization’s possession or control, including any personal information that has been transferred to a third party for regulatory, legal or processing purposes. Alectra Utilities will require a comparable level of protection of this information from its third party relations.
2. Identifying Purposes
Personal information that Alectra Utilities collects from customers includes:
- the customer’s name and address and other contact information, such as telephone numbers and email address;
- facts about consumption of power, both historic and current;
- information about a customer's transactions with us, such as account numbers, account balances and payment history;
- credit and reference information;
- bank information for pre-authorized payments.
When an individual applies for service, Alectra Utilities will make the individual aware of the purposes for which Alectra Utilities is requesting the personal information. If Alectra Utilities identifies other purposes for which the personal information may be used, Alectra Utilities will seek the individual's consent prior to such use. Alectra Utilities will advise that it is the individual's right to refuse permission for Alectra Utilities to use personal information for any new purposes.
Additional purposes for collecting personal information may be identified to an individual before or at the time of collection. However, at a minimum Alectra Utilities will collect personal information for the following purposes:
- to provide customers with service and to invoice customers for the service;
- to assist the company in collection of accounts;
- to respond to customer inquiries about their use and billing;
- to prevent fraud with respect to both the customer and the company;
- to meet energy sector legal, regulatory and settlement requirements.
Alectra Utilities will obtain consent before or when it collects, uses or discloses personal information about an individual. An individual can provide consent to the collection, use and disclosure of personal information about them expressly or implicitly. Alectra Utilities will collect, use or disclose personal information without an individual’s consent only in limited circumstances as permitted by law. Subject to certain legal and contractual restrictions and reasonable notice, an individual can refuse or withdraw their consent to the collection, use or disclosure of personal information about them at any time.
All customers will be informed of what types of personal information have been collected, the purpose for the collection and the procedures available for contacting Alectra Utilities with any inquiries.
4. Limiting Collection
Alectra Utilities limits the amount and type of personal information it collects to that which is necessary for the business of the utility. Personal information will be collected using procedures which are fair, transparent and lawful.
5. Limiting Use, Disclosure and Retention
Alectra Utilities will only use the personal information for the purpose for which it was collected as identified in principle #2, unless consent is given by the individual to use or disclose it for another purpose. Alectra Utilities will develop explicit retention periods for closed accounts (zero balance), after which the personal information will be destroyed or made anonymous.
Under certain exceptional circumstances, Alectra Utilities may have a legal duty or right to disclose personal information without the individual's knowledge or consent.
In order to ensure the reliable delivery of electric service and the correct billing for such service, all personal information will be kept accurate, complete and up to date.
Individuals may challenge the accuracy and completeness of personal information about them and have it amended, as appropriate.
In executing its responsibilities with respect to the confidentiality of personal information, Alectra Utilities will employ a number of safeguards, appropriate to the sensitivity of the information, to protect personal information against loss or theft, as well as unauthorized access, disclosure, copying, use, or modification. Such safeguards will include physical measures, organizational measures and technological measures, for example locked filing cabinets, restricted access to offices, security clearances and limiting access on a “need to know” basis and use of passwords and encryption.
Procedures for implementing these measures will be communicated to all employees and third parties to ensure compliance with this principle.
Alectra Utilities will make its policies and practices relating to the protection of personal information available to its customers. Alectra Utilities will keep its customers informed of these policies and practices and customers shall be provided access to all related policies and procedures via Alectra Utilities' web page and bill inserts. The information will be available in a format that is easy to understand.
9. Individual Access
Any customer of Alectra Utilities can have access to the personal information about them that Alectra Utilities has in its possession or control. Any customer may request that their personal information be amended for purposes of accuracy and completeness and have it amended where the information is proven to be incorrect.
Customers can make their requests by telephone 1-877-963-6900, via email PrivacyOfficer@PowerStream.ca, or in writing 161 Cityview Boulevard, Vaughan, ON L4H 0A9. Response to an individual’s request will be made in a timely and efficient manner.
10. Challenging Compliance