Privacy policy

It's our priority to protect customer information, which is why we've created our own Privacy Policy to comply with the applicable legislation. It applies to EPCOR Utilities Inc. and all of its subsidiaries.

Key points include:

• We treat all customer information as strictly confidential.
• We will never disclose, sell, lease or trade your information unless you authorize us to do so, or it's required or permitted by law.
• We will share information with other EPCOR businesses or suppliers who perform services on our behalf to efficiently provide you with our services.

Consent

By establishing or maintaining an account with us, you consent to EPCOR collecting and using your personal information, unless you indicate otherwise in writing.

If you have someone else seeking your personal information on your behalf, we will only release details if we get a signed Third Party Consent Form from you.

Refusal or withdrawal of consent

You may, at any time, refuse or withdraw your consent. However, this may change our agreement to provide service to you.

You may also have your name removed from our marketing lists. We use this list to inform you of products, services and special offers that may be of benefit to you.

Review our Privacy Policy.

Personal information

​Why we collect personal information

We collect personal information to:

• Confirm customer identity and credit history
• Provide customers with ongoing service
• Manage and develop EPCOR's business and operations
• Understand customer needs and preferences
• Develop, enhance, market or provide EPCOR's products or services
• Meet legal and regulatory requirements

Types of personal information we collect

With your consent, we may ask for some or all of the following information:

• Contact information (name, address, email address and telephone numbers)
• Personal identification
• Credit history
• Bank account details (for Automatic Withdrawal)
• Legal documents (death certificates, proof of ownership or lease)

How we protect your personal information

In order to protect your privacy, we:

• Will not collect, use or disclose your personal information for any reason other than stated in the purposes above unless authorized or required by law
• Will protect your personal information with security safeguards appropriate to the sensitivity of the information
• Will only keep your personal information as long as reasonably required
• Has established a privacy policy
• Restricts who has access to your personal information
• Will strive to keep your personal information accurate and up to date

Who we release information to

We may disclose personal information to:

• A person who you designate as your agent using the Third Party Consent Form
• A company involved in supplying you with electricity, water, natural gas or other related services
• A company (including EPCOR affiliates) or an individual employed by EPCOR to perform functions on its behalf
• A credit reporting agency
• A collection agency
• A public authority if, in the reasonable opinion of EPCOR, it appears that there is imminent danger to life or property
• Third party or parties where you consent to such disclosure or where the disclosure is required or permitted by law

Access to your personal information

We will give you access to the information that we have about you. You may access your personal information through a number of sources:

• View your EPCOR bill for basic details such as billing address, payment history, etc.
• Most other questions can be addressed by our Customer Services staff.
• If our Customer Services personnel are unable to provide the information that you require, they will help you to start a formal access request through our Privacy Office. You may also submit this Request to Access Customer Personal Information Form. We will respond to you within 30 calendar days of receiving your written request.

Please note that our ability to provide information about you will be limited by the following:

• Where prohibited by law
• Where our records contain confidential information about other persons
• Where our records contain information proprietary to EPCOR