At Together Energy, we’re committed to our customers. As well as providing you with the best customer service, it’s important that we protect your privacy.
We’ll collect certain personal information from you when you use our website, when you get in touch with us about becoming an customer and during your customer journey.
- how and why we collect your personal information;
- how we use and disclose your personal information (and to whom);
- how we protect your personal information; and
- how you can access your personal information.
3. Dealing with your personal information
3.1 Collecting your personal information
What will we collect?
The personal information we collect includes your name, email address, postal address, phone number, date of birth and any other relevant information we need in order to provide our services to you.
We’ll also track your use of our website through cookies – see section 4 below for more details.
When will we collect it?
We collect necessary information during your sign-up journey to become a customer, whenever you get in contact with us or use our website or as part of providing our services to you – for example, if you use our website to obtain a quote, or call us to enquire about your account. We may also monitor and record any communications we have with you, including phone calls and emails, to make sure we are providing an excellent service to our customers.
3.2 Using your personal information
We (and our agents) may use your personal information to:
- Provide our services to you;
- Contact you to see if you would like any help, if you’ve requested a quote from us or have started but not finished the sign-up journey;
- Provide you with incentives or run a loyalty scheme;
- Contact you for suggestions on how we can improve the way we provide our services to you (e.g., we may ask you to complete a survey);
- Help train our staff, including using your calls and emails as part of our quality monitoring and training processes;
- Create reports or profiles to analyse information for marketing purposes; or
- Help to detect and prevent fraud and debt.
We’ll always contact you first in the way you’ve asked us to contact you.
When you first provide your personal information to uswe’ll give you the chance to choose whether you’d be happy for Together Energy to contact you with marketing information and if you have any preferences for the way you’d like to be contacted. This will include contacting you by post, email, phone, SMS, multimedia message or other forms of electronic communication, or we might visit you in person to do this.
If you choose to be contacted, we may tell you about exciting new products and services from Together Energy and our related businesses in the wider Together group (or they may contact you directly).
We (and our agents or related companies) will use your personal information for marketing purposes only if you’ve told us we can.
If you’d prefer not to receive this sort of marketing information, or want to change how you receive it, you can always contact us at firstname.lastname@example.org at any time. We’ll occasionally remind you that you can update your preferences for receiving marketing information, or if you haven’t told us what your preferences are, we might get in touch to find out.
3.3 Disclosing your personal information
We may allow other organisations and people to use personal information we hold about you:
- To provide any services you have asked for, including providing information to members of your family or household and anyone acting on your behalf (provided you’ve given your consent);
- To provide you with information about our products and services or other products and services which may be of interest to you (provided you’ve given your consent);
- To help manage any reward or loyalty schemes;
- If we sell one or more of our businesses;
- To help prevent and detect debt or fraud. We may give this information to a credit-reference or a debt collection agency. For more information on how we conduct credit checks, please see section 9 of our Core Terms and Conditions here.
- If we have been asked (for example, by a regulatory authority such as Ofgem) to provide information for legal or regulatory purposes; or
- As part of current or future legal action.
Disclosing information outside the EU
Sometimes these organisations or people may be outside the European Economic Area (EEA), so we may pass your personal information to countries that do not have the same standards or protection for personal information as the UK. If we, our agents or our service providers do this, we’ll always make sure that these organisations will secure your personal information.
We may also ask your previous energy supplier for personal information about you that will allow us to take over your supply (for example, information about your meter readings, meter technical details etc.). Similarly, if you switch away from Together, we may provide similar information to your new supplier so they can begin supplying your energy.
Priority Services Register or special needs
If we believe that you (or a member of your household) need extra care (for example, because of your age, health, disability or financial circumstances), we may record and share this information with the following people to ensure your supply isn’t interrupted:
- other energy suppliers if we believe you are considering changing supplier;
- an outsourced service company that manages a wide range of energy industry data interactions on our behalf;
- the electricity distributor; and
- the relevant gas transporter, metering agents or network operator.
3.4 Protecting your personal information
We follow strict security procedures to protect your personal information. This includes following certain guidelines (for example, checking your identity when you phone us).
We strongly recommend that you do not disclose your Together login details to anyone. Please remember to logout of your account when you have finished using your online account.
From time to time, our website may provide hypertext links to sites which are created by individuals and companies outside of Together. We do this if the site is relevant to the topic you’re reading about. Whilst we always try to check that the content of these sites is suitable, we cannot take any responsibility for the practices of the companies who publish the sites that we link to, or the accuracy or relevance of the content on them.
3.5 Accessing your personal information
You can contact us and ask for a description of any personal information we hold about you, what we’re using it for and who has access to that personal information.
You can also ask us to delete or correct personal information we hold about you if it’s wrong.
If you do contact us, we’ll need to verify your identity and we may in some circumstances also charge a fee (up to a maximum of £10) for responding to your request.
To request personal information, please email email@example.com or write to Data Protection, Together Energy, Erskine House, North Avenue, Clydebank, G81 2DR.
4.1 What are cookies?
A cookie is a piece of information stored in a small file which is sent to and from web pages. They can be used to identify that you’ve visited websites before and some will be stored on your computer by your web browser. They are anonymous, so they don’t store any personal information of any kind.
We use short-term cookies to recognise your PC as you move around our site and to remember any information you have entered into search boxes for next time you visit us.
Measuring web traffic
We use Google Analytics to help us find out how many people visit our websites, which pages and parts are most popular, how long people spend in each area and what information people are searching for. These insights help us understand how to improve our websites.
4.3 How can you manage cookies and where can you find further information?
You can also stop us collecting data through the following sources:
- Mixpanel – download an opt-out browser add-on – the Mixpanel opt-out browser can be found here.
- Google Analytics Advertising Features – visit www.google.com/setting/ads and adjust your personal settings as per their instructions; or
- Adometry – follow this link to opt-out of the Adometry cookie: http://js.dmtry.com/optout/status.html.
- Google Doubleclick (for Google Adwords Customer Match) – follow the link to download a plugin so you can opt-out of Google’s advertising cookie on Chrome, Firefox or Internet Explorer – https://www.google.com/settings/ads/plugin. Please note this does not opt you out of being served advertising.
However, please remember some of our cookies are essential for our websites to work properly, particularly our ‘Quote & Switch’ functionality and our account management website.
The internet industry body, the Internet Advertising Bureau, has set up a website to provide information and advice on cookies, tags and behavioural advertising, you can click here to find out more about behavourial advertising. Another trusted source which gives information about how to delete and control cookies is http://www.aboutcookies.org/.
If you have any questions about the way we handle your personal information, please get in touch at firstname.lastname@example.org and we’ll do our best to help you.