Privacy Policy

Last updated: January 2024

1. Introduction

Goosiacrod Energy Ltd ("we", "our", or "us") is committed to protecting your privacy and ensuring your personal data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our services, visit our website, or interact with us in any way.

2. Data Controller

Goosiacrod Energy Ltd is the data controller for the personal information we process. You can contact our Data Protection Officer at:

• Email: [email protected]
• Address: 25 Cavendish Square, London W1G 0PN
• Phone: +44 20 7946 0958

3. Information We Collect

3.1 Personal Information

We may collect the following types of personal information:

• Contact Information: Name, address, email address, phone number
• Account Information: Customer account number, billing information, payment details
• Energy Usage Data: Meter readings, consumption patterns, smart meter data
• Financial Information: Bank details, payment history, credit information
• Technical Information: IP address, browser type, device information
• Communication Records: Call recordings, emails, chat logs, correspondence

3.2 Special Categories of Data

We may collect special categories of personal data only where necessary:

• Health information (for priority services register)
• Information about vulnerabilities (for additional support services)

4. How We Collect Information

We collect personal information through:

• Direct interactions when you contact us or use our services
• Our website, including contact forms and online accounts
• Phone calls and customer service interactions
• Smart meters and other monitoring equipment
• Third parties such as credit reference agencies
• Public sources and regulatory bodies

5. How We Use Your Information

5.1 Lawful Basis for Processing

We process your personal data on the following lawful bases:

• Contract: To provide energy supply services and fulfill our contractual obligations
• Legal Obligation: To comply with regulatory requirements and legal duties
• Legitimate Interest: For business operations, fraud prevention, and service improvement
• Consent: For marketing communications and optional services
• Vital Interests: To protect health and safety in emergency situations

5.2 Purposes of Processing

We use your personal information to:

• Provide electricity and gas supply services
• Process payments and manage billing
• Install and maintain meters and equipment
• Provide customer support and handle inquiries
• Comply with regulatory and legal requirements
• Prevent fraud and ensure security
• Improve our services and develop new products
• Send marketing communications (with consent)
• Manage debt collection and credit assessment

6. Information Sharing and Disclosure

We may share your personal information with:

• Service Providers: Third-party contractors, meter operators, and maintenance companies
• Regulatory Bodies: Ofgem, network operators, and other industry authorities
• Financial Institutions: Banks, payment processors, and credit reference agencies
• Legal Authorities: Police, courts, and other law enforcement agencies when required
• Business Partners: Where necessary for joint services or business operations
• Emergency Services: In situations involving health and safety risks

We do not sell your personal information to third parties for marketing purposes.

7. Data Retention

We retain your personal information for as long as necessary to:

• Provide our services to you
• Comply with legal and regulatory requirements
• Resolve disputes and enforce agreements
• Maintain accurate business records

Specific retention periods include:

• Customer Records: 6 years after account closure
• Financial Records: 7 years for tax and accounting purposes
• Marketing Data: Until consent is withdrawn or regularly reviewed
• Call Recordings: 6 months unless needed for disputes

8. Data Security

We implement appropriate technical and organizational measures to protect your personal information:

• Encryption of data in transit and at rest
• Access controls and authentication systems
• Regular security assessments and audits
• Staff training on data protection
• Incident response and breach notification procedures
• Secure data centers and backup systems

9. Your Rights

Under UK data protection law, you have the following rights:

• Right of Access: Request copies of your personal information
• Right to Rectification: Correct inaccurate or incomplete data
• Right to Erasure: Request deletion of your personal information
• Right to Restrict Processing: Limit how we use your information
• Right to Data Portability: Receive your data in a portable format
• Right to Object: Object to processing based on legitimate interests
• Right to Withdraw Consent: Withdraw consent for specific processing

To exercise these rights, contact us at [email protected] or +44 20 7946 0958.

10. Cookies and Website Analytics

Our website uses cookies and similar technologies to:

• Ensure the website functions properly
• Remember your preferences and settings
• Analyze website usage and improve user experience
• Provide relevant advertising and content

You can manage your cookie preferences through our cookie banner or browser settings. For more information, see our Cookie Policy.

11. Marketing Communications

We may send you marketing communications about:

• New energy tariffs and services
• Energy-saving tips and advice
• Industry news and updates
• Special offers and promotions

You can opt out of marketing communications at any time by:

• Clicking the unsubscribe link in emails
• Contacting our customer service team
• Managing preferences in your online account

12. International Transfers

We primarily process your data within the UK. Where we transfer data outside the UK, we ensure appropriate safeguards are in place, including:

• Adequacy decisions by the UK government
• Standard contractual clauses
• Binding corporate rules
• Other approved transfer mechanisms

13. Children's Privacy

Our services are not directed at children under 16. We do not knowingly collect personal information from children under 16 without parental consent.

14. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by:

• Posting the updated policy on our website
• Sending email notifications to customers
• Including notices in bills or statements

15. Complaints

If you have concerns about how we handle your personal information, please contact us first. If you remain unsatisfied, you can lodge a complaint with the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Phone: 0303 123 1113
• Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

16. Contact Us

For any questions about this Privacy Policy or how we handle your personal information, please contact us: