Customer/user data protection and security is very important to us. This Privacy Policy lets you know what happens to any personal data that you provide to us, or any that may we collect from you.

This policy applies only to personal information processed by or on behalf of extraenergy. Where our website contains links to other sites, those sites are responsible for any data you provide them. We recommend you check their own privacy policies if you are providing them with your personal data.

We may collect information from you when you visit our website, apply for a service, contact us by telephone or email or receive a communication from us relating to your service. If you are a business customer, this policy applies to the information you provide to us about individuals within your business (for example directors), or information about you as a sole trader or partnership.

 

Data security is important to us, and as such we will keep this policy under review. We may, therefore, change this policy from time to time by updating this page in order to reflect changes in the law and/or our privacy practices.  We will update the date at the top of the policy accordingly. We encourage you to check this policy for changes when you revisit the Website.


About us and how to contact us

We are Extra Energy Supply Limited. You can contact us at 0800 953 4774 if you’re a domestic customer, or 08451 400 251 if you’re a business customer, or by emailing customercare@extraenergy.com. Our address is:

extraenergy
54 Hagley Road
Edgbaston
Birmingham
B16 8PE

If you have a specific question about our privacy policy or how we use your personal information, you should contact us at the above address or below email address; please mark your communication as “Privacy Policy Enquiry”.

We have a dedicated data protection officer to ensure that we process your personal information appropriately. You can contact them at dataprotection@extraenergy.com.


What personal information do we collect, and how?

If you are a domestic or business customer of ours, we will collect and process your personal information in accordance with our application process and terms and conditions.

If you make an enquiry via this website, on the telephone or via email, or via any third party (including a broker or a referral website), we will collect the information you provide to us, together with any information provided by that third party. We may monitor and record telephone and written correspondence with you to train our staff and monitor our services.

 

We also obtain information from other sources of data, including your previous supplier, credit reference agencies, brokers, debt collection agencies, third party meter operators, distributors and, in the case of business customers, marketing agencies or lead generation companies.

If you have provided information to a review, feedback or comparison website, we may receive information about you from that website, in accordance with their privacy policy.

We may use your information in the following ways:

Personal Information Basis of Processing Purposes of Processing
• name
• contact details
• financial details
• financial status
• property details
• energy usage information, including meter details
• details of contact with us
• It is necessary for the performance of our contract with you,
or to take steps for entering into our contract with you.
• To help us identify you.
• To provide you with the services you have requested and to set up and manage your account.
• To collect payments and recover debts.
• To help detect debt, fraud or loss.
• To provide loyalty and incentive schemes.
• To contact you regarding our services including market research and other surveys.
• name
• contact details
• financial details
• financial status
• property details
• energy usage information, inc. meter details
• details of contact with us
• web usage statistics
• It is necessary to achieve our legitimate interests.
• Our legitimate interests include managing our business and business processes; managing risk; improving our sales and service provision; improving and changing our services and processes and marketing to you.
• To analyse your account history and improve our services.
• To determine whether you are using the most appropriate payment method.
• To help run (and contact you about improving the way we run) any accounts, services or products.
• To develop and provide loyalty and incentive schemes.
• To manage our risks and improve our business practices.
• To help prevent and detect debt, fraud or loss
• To help train our staff.
• To market to you by post or telephone.
• To market to you by email or other electronic means, if you are a business other than a sole trader or partnership.
• As part of government or industry data sharing initiatives, for example, those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity) or as part of the Energy Retail Association “safety net procedures”.
• To create statistics, test computer systems, analyse customer information (for example, energy usage or other information collected by devices provided by us), create profiles and create marketing opportunities (including using information about what you buy from us and how you pay for it, for example, the amount of gas you use and any discounts we have offered you).
• name
• contact details
• financial details
• financial status
• property details
• energy usage information, including meter details
• details of contact with us
• It is necessary for us to comply with a legal obligation or to protect the vital interests of you or another individual • As part of government or industry data sharing initiatives, for example, those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity) or as part of the Energy Retail Association “safety net procedures”.
• To respect your rights under data protection or other legislation
• To help maintain your, and the members of your family or household’s health, safety and security.
• name
• contact details
• financial details
• financial status
• property details
• energy usage information, inc. meter details
• details of contact with us
• web usage statistics
• You have given us your consent • To market to you by email or other electronic means, if you are an individual, sole trader or partnership.

 

The provision of your personal information is not a statutory requirement, however, all of the information marked (*) on our application forms or notified to you as being required when you speak to a customer services representative is required in order to enter into a contract to receive our services. This is because we are unable to provide the service and appropriately manage the service without this information. 

We protect your interests by making it easy for you to control the way in which we use your information. For more information, see Controlling Your Personal Information.

Details relating to any transactions will be encrypted to ensure their safety. Transmission of information online is not 100% secure and we cannot guarantee the security of data sent to us in this way. Transmission of data over the internet is at your own risk. If you use a password to access our site, you are responsible for keeping this password safe.

We may also obtain information about your computer, including where available your IP address, operating system and browser type in accordance with our cookies policy.

 

Aggregated information

We may also convert your personal information into anonymous data and use it for research and analysis. Anonymised aggregated personal information does not personally identify you.


Who do we share personal information with?

We may share your personal information with other Extra companies including Extra Energie and EG Factory, members of our group for the purposes of shared services or business management and optimisation.

               

We may also share your information:

  • to give effect to any authority you have given for a third party to act on your behalf, including members of your family or household, landlords or letting agents;
  • with review or feedback sites that you have engaged with;
  • with a new provider should you wish to move supplier;
  • where we need to share your information with third parties to provide services you have asked for, for example with third party meter operators or distributors in order to administer your account;
  • if you have obtained insurance with or via us, to the relevant insurer or underwriter in order to manage the insurance policy or deal and any claims. You should consult the relevant insurer’s privacy policy to see how they will handle your personal information;
  • to help to prevent and detect debt, fraud or loss (for example by sharing information with fraud prevention or credit reference agencies);
  • with debt collection agencies, who may collect any debt should you fail to pay money owed to us;
  • as part of government or industry data sharing initiatives, for example, those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity);
  • if we have been asked, for example, by Ofgem or a lawyer, to provide information about you for legal or regulatory purposes.

We may disclose your personal information to third parties if we are under a duty to disclose or share your personal information, in order to comply with any legal regulations or good governance obligations, or in order to enforce or to protect our rights, property, or safety, or that of our customers or other persons with whom we have a business relationship, or to purchasers or prospective purchasers in relation to a disposal of our business or assets.

 

Finally, we may use third party service providers to support our provision of the service. This includes for the provision of direct services related to the provision of energy to you, including:

  • transporters;
  • metering equipment agents; or
  • network operators;
  • or other, less direct, business functions, including IT support or hosting our data on cloud platforms.

 

We will have in place an agreement with our service providers which will restrict how they are able to process your personal information. If any service provider is based outside of the European Economic Area, we will ensure that the provider is either a current subscriber to the EU/US Privacy Shield, or we have an appropriate contract for the international transfer of personal information with them. If you would like to see a copy of any relevant provisions, please contact dataprotection@extraenergy.com.


Special Categories of Information

We do not systematically collect information which may be particularly sensitive, for example health information.

However, we may collect this information if it is provided to us by you or on your behalf. By giving us this information, you agree that we may use such information as set out in this section. This may include adding your details, with your permission, on to the industries Priority Service Register.

We may record such information if we believe that you, or anybody using or visiting a site, need extra care, for example, because of your or their age, health, disability or financial circumstances.

We will use this information if we believe you are in danger of being cut off and may need extra help. We may share this information with:

  • A new supplier so that they can begin supplying you;
  • Social services, medical or healthcare professionals, charities and other similar support organisation if we believe at any time that you cannot look after yourself or other people using or visiting the site by making sure there is an energy supply to the site;
  • Other energy suppliers, as part of the Energy Retail Association “safety net procedures” if we believe you are thinking of changing supplier;
  • The relevant transporter, metering equipment agents or network operator in accordance with the relevant codes of practice.

Controlling your personal information

You may withdraw your consent to receiving marketing at any time by emailing dataprotection@extraenergy.com

It is important to extraenergy that you are in control of your own information. As a result, we offer the following controls:

  1. You may request access to or copies of the personal information that we hold about you. If you would like to exercise this right, please contact us at dataprotection@extraenergy.com or the address above. We may charge you a fee of £10 for such access, and in some circumstances more for the provision of copies;
  2. If you believe that any information we have about you is incorrect or incomplete, please contact us at dataprotection@extraenergy.com as soon as possible.  We will take steps to seek to correct or update any information if we are satisfied that the information we hold is inaccurate. You may request that we restrict our processing;
  3. You may request that your personal information be deleted, where it is no longer necessary for the purposes for which it is being processed and provided there is no other lawful basis for which we may continue to process such information;
  4. If we are processing your personal information to meet our legitimate interests (as set out above), you may object to the processing of your personal information by us. If we are unable to demonstrate our legitimate grounds for that processing, we will no longer process your personal information for those purposes;
  5. If you have objected to our processing as set out above, or If we are processing your personal information automatically for the purposes of performing our contract with you, you may have the right to request that the personal information we hold about you be transferred to a third party data controller.

 

You may also request that we restrict the processing of your data to that to which you have consented or for the establishment, exercise or defence of legal claims or the protection of the rights of another person, whilst we verify your data as set out in point 2 above; pending verification of our legitimate grounds as set out in point 4 above; or if the processing is unlawful or no longer necessary, but you wish us to retain your data for the purposes of establishing, exercising or defending legal claims.

Please contact us if you have any concern about how your personal information is processed at dataprotection@extraenergy.com and we will try to resolve your concerns. However, if you consider that we are in breach of our obligations under data protection laws, you may lodge a complaint with the Information Commissioner’s Office.


Retention of Personal Information

If you are a customer, we will retain your personal information whilst you are an active customer of us and for up to six years after you have left the service.

If you are not a customer, we will retain your personal information for up to six years after you provide it to us.

We may retain all call recordings for up to six years from the date of the call.

In certain circumstances, we may be required to retain your personal information for longer, where such retention is required by law or record keeping requirements, including managing our relationship with you, defending any claims, or for tax purposes.