Customers Privacy Notice

EDF Energy Customers Limited ("we") respects your privacy and values the trust you place in us when you share your personal information with us. This policy sets out how we, as data controller, collect and use your personal information why we use it, with whom we share it, the rights to which you may be entitled and your choices about our use of your personal information, that may arise from you buying and using our products and services.

This policy will be changed from time to time but if we change anything important about this policy (the information we collect, how we use it or why) we will highlight those changes at the top of the policy and provide a prominent link to it for a reasonable length of time following the change.

If you have any questions or need any further clarity please get in touch with our Data Protection Officer: dpo@edfenergy.com or 90 Whitfield Street, London WIT 4EZ

Summary

We collect certain types of information from, or about, you throughout our interaction with you, third party service providers or publicly available sources. This information often consists of things like your name, address, and contact details, but can also include consumption data and metering information. We use this information for the activities we have listed in the table below, including in order for us to provide our services; comply with legal and regulatory obligations; for marketing and reporting purposes; prevention of fraud and investigation of complaints.

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What we collect

This category of information we collect about you includes:

How we use it

We use this information for certain activities, including to:

Why we use it

We use this information because:

Information that you give us in order for us to set up and manage your account:

Information about the way you use our services:

 

Information we collect from third party partners and corporate customers which could include:

A list of these entities can be found here

Information that we collect from you in order to comply with all relevant laws, regulations, industry codes and government instructions, and to deal with complaints:

 

Information when you communicate with us whether in person, through our website or via email, over the phone, through social media or via any another medium, including: 

 

Information that we collect incidentally from other sources or public sources, including: 

 

Automated decision making

We may make automated decisions on certain matters. For example, we may do this to decide whether we can provide our services to you based on a credit check. This will be informed by credit scoring where we share your information with credit reference agencies, screening on databases and confirmation of your information (including by third parties). Depending on the outcome of the credit check, a decision will be reached automatically as to whether we are able to provide products or services to you based on your credit worthiness.

If this information is not provided we cannot agree to provide a product or service for you.

Information we share

There are certain circumstances where we may transfer your personal data to employees, contractors and to other third parties Some examples of when your personal information is transferred to other third party organisations are as follows:

  • We may share information about you with other members of our group of companies so that we can provide the best service across our group. They are bound to keep your information in accordance with this Privacy Notice;
  • We may also share your information with certain contractors, service providers or advisors and they may process your personal data for us. They are always required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function. A list of these entities can be found here.
  • If we're discussing selling or transferring part or all of our business – the information may be transferred to prospective purchasers under suitable terms as to confidentiality – or if sold, to buyers who can continue to provide services to you;
  • If we're required to by law, or under any regulatory code or practice we follow, or if we are asked by any public or regulatory authority – for example the Police; OFGEM or BEIS – or to defend any legal claims.
  • Your personal data may be shared if it is made anonymous and aggregated, as in such circumstances the information will cease to be personal data.

Where your information will be held

When we share your information, your information may be transferred outside the European Economic Area.

We store our information on cloud servers located in the USA, or engage vendors which do not always have equivalent data protection laws to those applicable in Europe. The transfer of this information is therefore governed by a contract including standard contractual clauses (SCCs) approved by the European Commission. Our client on-boarding team is based in India which does not have equivalent data protection laws to those applicable in Europe. The transfer of information to them is according to company rules that set out how we treat and protect information.

When you provide us with this information you are consenting that we may collect and use it in the way we've set out.

We will keep your information for as long as it is reasonably necessary. It will depend on factors such as whether you've still got an active account or any outstanding debt with us or have interacted with recent offers. We will retain and use your registration information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

We will only transfer data to jurisdictions outside the scope of the European General Data Protection Regulation (GDPR) where the appropriate safeguards set out in the GDPR are in place.

Your rights

You may have certain rights in relation to your information including a right to access or to correct the information we hold on you. Some of these rights will only apply in certain circumstances however, such as the right to be forgotten or the right to request that we move your information to another company. They will generally not be available if there are outstanding contracts between us, if we required by law to keep the information or if the information is relevant to a legal dispute. If you would like to exercise, or discuss, any of these rights, please contact the Data Protection Officer.

  • You can remove consent, where you have provided it, at any time, as well as update any of your opt-in marketing preferences by phoning us on 08000969000, logging into your account on MyAccount, or following this link.
  • You can ask us to confirm if we are processing your information.
  • You can ask for access to your information.
  • You can ask to correct your information if it's wrong.
  • You can ask us to delete your information.
  • You have a right to be forgotten and you can ask that our systems stop using your information.
  • You can ask us to restrict how we use your information.
  • You can ask us to help you move your information to other companies.
  • You can ask us to stop using your personal information, but only in certain cases.
  • You have the right to complain to the relevant supervisory authority.

Security and Accuracy

We are committed to keeping your personal information safe. We've got physical, technical and administrative measures in place to prevent unauthorised access or use of your information and we ensure that we comply with our own internal security policies. We also require that our suppliers protect such information from unauthorised access use and disclosure.

We will also routinely refresh our information to ensure we keep it up-to-date.

EDF Energy Bespoke Cookies

Bespoke cookies set by the EDF Energy website.

EDF Energy cookies

Bespoke cookies set by the EDF Energy website

Cookie nameDescriptionExpiry
EDF MyAccount Remember Me Username Enables 'Remember me' functionality on login forms, when the option is selected. 1 year
cookie-agreed Stores the response to the cookie notification popup. never
has_js Indicates to the page whether JavaScript is never

MyAccount cookies

MyAccount cookies are essential and are used to enable you to move around your self-service area and use its features. Without these cookie services, parts of the MyAccount site may not function correctly.

Cookie NameDescription
SAPLB_*saplb-Cookie is the load balancing identifier
JSESSIONIDjsessionid-Cookie is the J2EE session identifier 
PORTALALIASMy-account works with ALIAS names for navigation redirection purpose. When we do enable the portal alias in web.xml then the cookie gets generated by SAP application server
_utma, _utmb,
_utmc, _utmz
Related to Google analytics cookie
MYSAPSSO2Cookie gets generated as a part of logon to the SAP portal, generated by SAP application server
BNES*Barracuda cookies which is duplicate of SAP cookies with digital signatures
BNIS*Cookies from Barracuda with holds info on authentication
BNI_persistanceCookies from Barracuda for load balancing
mgea
mgft
b2bpc
b2bsup
b2bct
bpc
bea
bft
bes
bgs
edfhash80
edfhash112
Temporary cookie stored to pass information between pageviews. Cleared immediately after being read
_#atcOnly for users in phone quote sales (not public users)

Website Analytics cookies

Website analytics cookies are used to identify how users interact with our site, so that we can see things like the most popular pages and the journey users take though our site.

DC Storm cookies

Non-Cross Domain Tracking: 1st Party Cookies
Non-cross domain tracking uses first party cookies only. These cookies are written in the domain of the site being tracked.

Cookie nameDescriptionExpiry
_#srchistStores the history of traffic sources the user has arrived to the site by1000 days
_#sessStores information about the session1000 days
_#vdfStores the visit definition – ts type, number of visits, expiry1000 days
_#uidStores a user identifier (only within a site)1000 days
_#slidUnique sale ID1000 days
_#clkidUnique identifier for a click generating a landing1 year
_#lpsFlags that the last page was secure and therefore has no referrer20 min
_#tsaStores the referrer details to avoid duplicate Landing events10 min
_#envFlags whether the environment variables (screen size, browser etc) need to be collected again30 days

Cross Domain Tracking: 3rd Party Cookies
Cross-domain tracking uses 3rd party cookies to enable spanning of domains. The availability of third party cookies is tested – if not available a 1st party cookie is used instead, with reduced tracking ability.

Cookie nameDescriptionExpiry
_#stc[site id]This is the third party cookie used to store all the other cookie data in concatenated form. The Cookie’s name has the site ID in it.1000 days
_#nxdThis is a 1st party cookie used when access to the third party cookie is blocked. It stores the data similar to the _#stc cookie.1000 days

Google Analytics Cookies

Google Analytics cookies are written in the domain of the site being tracked.
 

Cookie nameDescriptionExpiry
_gaThis cookie name is asssociated with Google Universal Analytics - which is a significant update to Google's more commonly used analytics service. The new service reduces the reliance on cookies in general, and only sets this and one other - _gat, although Google also say data can be collected without setting any cookies. This cookie is used to distinguishes unique users by assigning a randomly generated number as a client identifier. It is included in each page request in a site and used to calculate visitor, session and campaign data for the sites analytics reports. By default it is set to expire after 2 years, although this is customisable by website owners. sed to calculate visitor, session and campaign data for the sites analytics reports. By default it is set to expire after 2 years, although this is customisable by website owners.2 years
_gatThis cookie name is associated with Google Universal Analytics, according to documentation it is used to throttle the request rate - limiting the collection of data on high traffic sites. It expires after 10 minutes. The main purpose of this cookie is: Performance10 mins
__utmaThis cookie is typically written to the browser upon the first visit to your site from that web browser. If the cookie has been deleted by the browser operator, and the browser subsequently visits your site, a new __utma cookie is written with a different unique ID. This cookie is used to determine unique visitors to your site and it is updated with each page view. Additionally, this cookie is provided with a unique ID that Google Analytics uses to ensure both the validity and accessibility of the cookie as an extra security measure.2 years from set/update
__utmbThis cookie is used to establish and continue a user session with your site. When a user views a page on your site, the Google Analytics code attempts to update this cookie. If it does not find the cookie, a new one is written and a new session is established. Each time a user visits a different page on your site, this cookie is updated to expire in 30 minutes, thus continuing a single session for as long as user activity continues within 30-minute intervals. This cookie expires when a user pauses on a page on your site for longer than 30 minutes. You can modify the default length of a user session with the _setSessionCookieTimeout() method.30 minutes from set/update
__utmcThis is one of the four main cookies set by the Google Analytics service which enables website owners to track visitor behaviour and measure site performance. It is not used in most sites but is set to enable interoperability with the older version of Google Analytics code known as Urchin. In this older versions this was used in combination with the __utmb cookie to identify new sessions/visits for returning visitors. When used by Google Analytics this is always a Session cookie which is destroyed when the user closes their browser. Where it is seen as a Persistent cookie it is therefore likely to be a different technology setting the cookie.session
__utmtThis cookie is set by Google Analytics. According to their documentation it is used to throttle the request rate for the service - limiting the collection of data on high traffic sites. It expires after 10 minutes10 mins
__utmvThis cookie is not normally present in a default configuration of the tracking code. The __utmv cookie passes the information provided via the _setVar() method, which you use to create a custom user segment. This string is then passed to the Analytics servers in the GIF request URL via the utmcc parameter. This cookie is only written if you have added the _setVar() method for the tracking code on your website page.2 years from set/update
__utmxThis cookie is used by Website Optimizer and only set when the Website Optimizer tracking code is installed and correctly configured for your pages. When the optimizer script executes, this cookie stores the variation this visitor is assigned to for each experiment, so the visitor has a consistent experience on your site.  See the Website Optimizer Help Center for more information.6 months from set/update
__utmzThis cookie stores the type of referral used by the visitor to reach your site, whether via a direct method, a referring link, a website search, or a campaign such as an ad or an email link. It is used to calculate search engine traffic, ad campaigns and page navigation within your own site. The cookie is updated with each page view to your site.6 months from set/update

Google Analytics Opt-out Browser Add-on: http://tools.google.com/dlpage/gaoptout

Crazy Egg

Cookie nameDescriptionExpiry
is_returning1st party cookie that does not include any Personally Identifiable Information to assess usage patterns on the website.Persistent cookie that's stored on  your computer in-between sessions

Maxymiser

Cookie nameDescriptionExpiry
mmcore.pd, mmcore.srvUsed to store anonymous identifiers. They enable the optimisation platform to remember a visitor and to serve them with the appropriate content while ensuring a fast load of the web page.Persistent cookie that is stored on your computer in-between sessions
mmid, mmpa.rh, mmcore.idThese 3 cookies are obsolete. They were used in a previous version of the maxymiser platform, and will eventually expire within 12 months.Persistent cookie that is stored on your computer in-between sessions
Maximyser-mmcore.tst, mmpa.tstThis cookie is used by the platform as a test to see whether or not browser settings allow cookies to be set on the end-user machine. Mmpa.tst is a previous version of the same cookie.This is a session-basedcookie that is deleted when you leave the site.
mm_[description] Sometimes maxymiser need to create a custom cookie to deliver particular functionality on the website. These are prefixed with mm_.Persistent cookie that is stored on your computer in-between sessions

New Relic cookies

New Relic uses an enhanced version of the Episodes  JavaScript library to perform browser measurements, the same library used by Google Analytics. Page load timing (sometimes referred to as real user monitoring or RUM) also creates the following cookies in end-user browsers.

Cookie nameDescriptionExpiry

NREUM

This cookie is only created in browsers that do not support the Navigation Timing API. When a browser supports the Navigation Timing API, a native interface can be used to determine navigation start time.NREUM is a session cookie that is deleted when the browser closes.

NRAGENT

This cookie is created only when a token is handed out to an end user by the New Relic server. End user metrics are communicated to New Relic servers via a JSONP request from the browser (script retrieval). The returned JavaScript contains a call to set the token identifier which is written to the cookie on the next navigation (when the page unloads). This achieves a cross-domain communication between New Relic servers and the New Relic agent. This cookie is used to communicate between the New Relic server aggregating end user metrics and the agent(s) running in the associated web application. A token identifies and correlates application tier transaction traces with corresponding browser traces.NRAGENT is a session cookie that is deleted when the browser closes.

JSESSIONID

The JSESSIONID cookie is used to store a session identifier so that New Relic can monitor session counts for an application. The cookie value is generated by Jetty.JSESSIONID is a session cookie that is deleted when the browser closes.

SessionCam cookies

The following cookies are set when a user visits a website that SessionCam is recording:

Cookie nameDescriptionExpiry

sc.ASP.NET_SESSIONID

Session cookie which, allows us to maintain a session related to the end userSession

sc.ASP.NET_SESSIONID

Session cookie which allows us to maintain a session over multiple domains.Session

sc.UserId

Allows us to track repeat visits from end users1 year
sc.StatusAllows us confirm that recording statusSession

Third party cookies

EDF Energy uses a number of suppliers who also set cookies on the edfenergy.com website on its behalf or on their own sites in order to deliver the services that they are providing. If you would like more information about the cookies used by these suppliers, please see the list below.

Liveperson.net

Cookie NameSet by (domain)DescriptionExpiry
HumanClickKEYserver.lon.liveperson.net
liveperson.net
These cookies are set to maintain the visitor session and to track repeat visitors when they click to chat1 year
HumanClick
SiteContainerID
HumanClickACTIVE
LivePersonID

The companies listed below are some of the providers who work with website operators to collect and use information to provide online behavioural advertising.

Visit http://www.youronlinechoices.com/uk/your-ad-choices where you can use the buttons to control your online behavioural advertising preferences. You can turn off or turn on all companies or alternatively set your preferences for individual ones. By clicking on the button you can find out more about the company itself as well as its behavioural advertising status on the web browser you are using.

awin1.com

Cookie NameSet by (domain)DescriptionExpiry
Aw(merchantid)
AWSESSawpv9
awin1.comSave data for trackingvariable
(merchantid)Holds link id of currently displayed bannersession
aw3Identify the affiliate_id and click timevariable
AWIdentify referring affiliate90 days
_aw_m_(clickid)Track sale / leadvariable

Google

Cookie NameSet by (domain)DescriptionExpiry
HTTP code - Google Code for EDF Eco X Remarketing List Googlemarketing tag - this piece of code places a cookie on the users system so that we can retarget that particular user with display ads for a given period of time.30 days
Numerousapis.google.com,
accounts.google.com 
Provide functionality for Google+ share buttons, when on the page. per page

iFAQ

Cookie NameSet by (domain)DescriptionExpiry
cp_session
oracle.uix
Custhelp.comStores session specific user data. Session

Kampyle

Cookie NameSet by (domain)DescriptionExpiry
session_start_time The time and date that the push invitation was triggeredSession
k_visit Counts the number of user visits1 year
k_push8 A cookie that retains the 21 day invitation opt-out time limit. This is set if / when a user declines a proactive feedback push invitation21 days
push_time_start The time and date that the push invitation was triggeredSession
k_vectors A shared visitor identifier used to support Omniture integrationSession
k_track An identifirer used to support Funnel Reporting integration 

Youtube

Cookie NameSet by (domain)DescriptionExpiry
Numerousyoutube.comProvide functionality for YouTube videos, when played per page

Addtoany

Cookie NameSet by (domain)DescriptionExpiry
_cfduid, _utma, _utmc, _utmz, page_services, uvc static.addtoany.com Provide functionality for social sharing icons, when on the page. per page

MyCampus cookies

Cookie NameDescription
MOODLEID1_* encrypted username
MoodleSessionsession name
_saml_idp SAML domain cookie

 

How we protect your personal information

EDF Energy takes the protection of our customer’s information very seriously.

For security reasons, as with all organisations, it wouldn’t be appropriate for us to disclose specific details as to how we protect information. We’ve taken a ‘defence in depth’ approach to Information Security, especially regarding our online services.

Our systems are kept up-to-date and we test our online services to make sure they’re secure and that unauthorised access is prevented.