ENGIE Electrabel’s Privacy Policy

General

ENGIE Electrabel’s (Electrabel sa, boulevard Simón Bolívar 34, 1000 Brussels) Privacy Policy is aimed at informing you about which personal data we collect about you, why and how you can control these data. ENGIE Electrabel is the data controller responsible for the processing of your personal data and processes them in accordance with the legislation on the protection of personal data and electronic communications. We treat your personal data as confidential information.

 

ENGIE Electrabel may also process your personal data as a data processor on behalf of one its partners, which in this case is the data controller. We refer in this case to the privacy policy of the partner in question.

The Privacy Policy applies to all our (current, former and future) customers, all visitors of the ENGIE Electrabel website(s) and mobile applications (“apps”), and to all other persons contacting us.

For any question relating to the treatment of your personal data you can contact us via data.protection.be@engie.com or on 02/213 55 99.

Which personal data?

The personal data collected by ENGIE Electrabel concern, on the one hand, the personal data entered by you on the various pages of our website(s) and apps, as well as the personal data that we obtain by your use of our website(s) and apps, and by your use of our products and services. On the other hand, ENGIE Electrabel’s Privacy Policy also covers the personal data that we receive from you through other channels, such as our call centers, reply forms, contractual documents or through our partners.

We collect the following personal data categories:

  • Identification data: for example, your name, first name, date of birth, identity card number, e-mail address and the IP address of your PC, tablet or smartphone;
  • Contract data: for example, which contracts you have concluded with ENGIE Electrabel, their start and end date, the price and any indexation parameters;
  • Consumption and invoicing data: for example, your consumption of electricity and/or natural gas and data concerning your payment history;
  • Transaction data: for example, a change of supplier, a move, a meter replacement;
  • Technical data: for example, what type of heating system you have, whether your house is insulated or not, the year of construction of your house, whether you have solar panels or not;

Data on your use of our products and services: for example, how you use our online services for monitoring your consumption of electricity and/or natural gas.

Why do we process your personal data?

We process your personal data for the following reasons:

  • To manage and perform your request for an offer of ENGIE Electrabel or your contract(s) with ENGIE Electrabel;
  • To manage our website and apps (including the management of and the access to the parts of our website reserved for our customers);
  • In certain cases, to inform you about the products and services of ENGIE Electrabel and its partners, promotions and special actions that we think might be of interest to you;
    • This always concerns products and services related to energy and energy efficiency (for example with regard to heating, energy storage and green mobility), and may also concern energy-related products and services of our commercial partners (for example with regard to insulation and solar panels).
  • To combine your personal data, for example to determine your credit risk or to adjust our products and services, promotions and special actions to your personal needs;
  • To observe, evaluate and constantly improve our products and services, promotions and special actions. You may, for instance, receive an invitation from us to participate to general or specific market surveys, on an anonymous basis if you wish so;
  • To protect the rights, property and security of ENGIE Electrabel, its customers or third parties (including the fight against fraud, the management of disputes or legal proceedings);
  • To manage the statutory or regulatory obligations of ENGIE Electrabel; and

To carry out the accounting of ENGIE Electrabel.

To whom may we communicate your personal data?

Your personal data are only communicated to the following third parties in order to perform the aforementioned purposes:

  • Our call centres;
  • The network operators;
  • Our commercial partners (for example, installers of products related to energy and energy efficiency , such as with regard to heating, solar panels and insulation);
  • The companies and intermediaries we collaborate with to manage our receivables (e.g. recovery, transfer of receivables);
  • Our affiliated companies (such as ENGIE, Sungevity, Cozie);
  • The competent authorities.

The aforementioned processors are established in Belgium, France, Sweden, the United States, India and possibly in other countries. The persons working for these third parties only have access to the personal data strictly necessary for the performance of their tasks.

Transfer of personal data to countries outside the European Economic Area (“EEA”)

If we cooperate with third parties established in countries outside the EEA that do not provide an appropriate level of protection for your personal data, we will impose contractual obligations on them, approved by a competent authority and offering an appropriate level of protection of your personal data. If you wish to receive a copy of these contractual obligations, please send an e-mail to data.protection.be@engie.com. We reserve the right to remove any confidential information and any information that is not relevant to you from such a copy.

Legal ground for the processing of your personal data

We only process your personal data when:

  • The processing is necessary to perform your contract or to take pre-contractual measures at your request (for example, when you have requested us to send you an offer for our products and services);
  • The processing is necessary for the legitimate interest of ENGIE Electrabel (for example, to send messages to our existing customers for marketing purposes);
  • You have given your consent (for example, to send e-mails to potential customers for marketing purposes). In this case, you can always withdraw your consent; and

The processing is necessary to comply with our statutory or regulatory obligations (for instance within the scope of judicial inquiries or requests for information of public authorities).

How long do we keep your personal data?

Your personal data are not kept longer than necessary for the purposes for which they were collected. The retention period may thus differ according to the purpose. We are, for example, obliged to keep your invoicing data for 7 years because of accounting and tax obligations. Furthermore, we keep your contract data for 10 years following the termination of your contract based on legal considerations in order to retain certain data as proof in the event of disputes. Certain data of former customers may be used for a period of 4 years following the termination of the contract in order to recognise the former customer and keep him informed of promotions and new products and services of ENGIE Electrabel, unless the customer opposes such use. The personal data of potential customers are retained during 12 months as from the last contact with the potential customer. They may be retained for a longer period if the potential customer becomes a customer of ENGIE Electrabel.

What are your rights?

Under certain conditions, you will benefit from the following rights with regard to your personal data collected by ENGIE Electrabel:

  • The right of access to, rectification or erasure of your personal data;
  • The right to oppose the processing or to obtain a limitation of the processing;
  • The right to receive the personal data that you have provided to us, in a structured, commonly used and machine-readable format and to communicate them to another controller;
  • The right to withdraw your consent at any time, for example when you do no longer wish to receive direct marketing via e-mail.

You may exercise these rights via our website click here or by sending a letter with a copy of your identity card to Electrabel CMT, boulevard Simón Bolívar 34, B-1000 Brussels.

The aforementioned rights cannot give rise to other rights than those specified in this Privacy Policy or stipulated by the applicable legislation relating to the protection of personal data. Note that the exercise of the aforementioned rights may have as a consequence that ENGIE Electrabel can no longer fulfil its contractual obligations or, in general, can no longer supply you with its products and/or services (or those of its partners).

If you have a complaint concerning the processing of your personal data, you may contact us on the above address or contact the Data Protection Authority www.privacycommission.be.

Use of cookies and comparable technologies

ENGIE Electrabel uses cookies and comparable technologies (hereafter jointly “cookies”) on its website and apps. Cookies are small information files that are stored on your computer or other device whenever you visit our website and/or apps. Our website and apps use various types of cookies. For instance, some cookies are used to control the operation of our website and apps, some make it easier for you to use the website and apps, for example, to prevent that you have to enter the same information more than once, or to prevent you from receiving the same information repeatedly, and some are used to keep certain information about you for statistical purposes or to present you, possibly also outside our website and apps, with relevant offers based on the interests that you have demonstrated on our website and apps. Finally, some cookies from third parties aiming to improve the content and operation of our website and apps (e.g. Google Analytics, for more information on how Google uses data when you use our website or apps, see www.google.com/policies/privacy/partners/) or to monitor and optimize ENGIE Electrabel banners on other websites or other apps (e.g. MediaMind).

If you wish, you can configure your browser or device so that it will accept only certain cookies or not a single cookie. In most browsers or devices you can find information on the cookie settings under “Help” or “Tools”. But note that most websites and apps will not work as efficiently if cookies are disabled.

When you surf on our website, we follow your surfing behavior for analytical purposes, for optimizing your surfing convenience and for marketing purposes. If you do not want these data to be used for marketing purposes, you can indicate this here.

All the cookies were deleted.

Network security

ENGIE Electrabel makes its best efforts to thoroughly protect its network against unauthorised access and to guarantee the confidentiality of the personal data and professional information of its customers and/or suppliers:

  • We do this by using Secure Sockets Layer (SSL) technology to prevent the interception or decoding of confidential passwords and personal data.
  • ENGIE Electrabel’s internal network is protected by a secure firewall and is not directly accessible over the Internet.

Security also depends on you:

  • Be careful how you use your password. Never disclose it to anyone, even your colleagues. Also change it regularly.
  • Never leave your PC, tablet or smartphone unattended when you are connected to an application.