This document sets out how the Opus Energy Group (we, us or our) uses information about our customers and prospective customers (you or your). For a current list of companies in the Opus Energy Group, please write to the Data Protection Officer at Opus Energy, Francis Crick House, 6 Summerhouse Road, Moulton Park, Northampton, NN3 6BJ. Any changes we may make to this document will be posted on our website and, where appropriate, notified to you in writing.
By your information we mean any information about you that we collect, use, share and store. This includes:
- information you give to us. You may give information to us by filling in our forms or corresponding with us by phone, email, post or otherwise. This includes information you provide when you request a quote, enter into a contract for the supply of energy from us, use any service provided through our websites, enter a competition or promotion, participate in a survey, and when you report a problem to us;
- information we receive from other sources. We work closely with others (for example: regulators, industry bodies, other energy suppliers, business partners, service providers, and credit reference, fraud and theft prevention agencies), and may receive information about you from them; and
- information we learn from our relationship with you. We may collect information about you from the operation of your account and your engagement with our services (for example: meter consumption data and through our websites and online portals).
Your information may also include information about individuals who are associated with the management of your business or the administration of your account with us. If you wish to give us information about such individuals, please provide them with the information set out in this document and ask them if they are happy for their information to be used in accordance with this document.
If you give us any sensitive information about an individual (for example: information about a person’s health), you agree (and confirm that the person to whom the information relates has agreed) that we may use such information for the purposes set out in this document.
How we use your information
We may use your information in the following ways:
- to provide you with the information, products and services you may request from us;
- to manage your account for any products or services with us and to communicate with you in connection with your account;
- to manage and provide any rewards and offers and administer any promotions, competitions and surveys;
- to provide you with information about other products and services that we offer or which we feel may be of interest to you;
- to verify your identity and to make credit decisions about you;
- to investigate, detect and prevent fraud, energy theft and any other crimes;
- to create statistics, analyses and profiles to develop and improve our products and services, and to respond to consultations and requests for information from industry and government bodies, including the energy regulator; and to carry out any work required by our regulators.
We may ask your previous energy supplier for information about you where such information is required to take over your supply of energy, including information about your metering equipment, meter readings and any charges you may owe your previous supplier, and you authorise us to make such a request.
We may record and monitor communications for the purposes of administering your account, quality assurance, our mutual protection, staff training, fraud detection and compliance with our regulatory requirements.
Your information may be transferred to, stored at, and processed in a destination outside the European Economic Area. Please be assured that we will take all steps reasonably necessary to ensure that your information is protected and only used in accordance with this document.
Who we share your information with
We may share your information with any member of the Opus Energy Group, our regulators, industry bodies, other energy suppliers, business partners, services providers, and credit reference, fraud and theft prevention agencies for the purposes described above.
We may also share your information:
- If you decide to transfer your energy supply to another supplier, in which case we may provide that supplier with the information required to take over your supply of energy, including information about your metering equipment and meter readings, and you authorise us to share that information;
to protect the rights, property or safety of us, our customers and others. This includes exchanging information with other organisations for the purposes of reducing credit risk, fraud and energy theft; and
- If we are under a duty to share your information in order to comply with any legal obligation, requirement of our regulators, or industry code.
Information about credit checking
We may search the files of credit reference and fraud prevention agencies (who will record this search). We do this so that we can make credit decisions about customer accounts and to help us prevent fraud. We may share information about payment history with such agencies and your information may be linked to records relating to other people with whom you are financially linked. Other credit grantors may use this information to make credit decisions about you and the people with whom you are financially linked, as well as for fraud prevention, debtor tracing and money laundering prevention. If we identify false or inaccurate information and we suspect fraud, we will record this.
Information about the Theft Risk Assessment Service
In order to facilitate the prevention, detection and any subsequent investigation of energy theft, all UK energy suppliers are required to provide information about their customers and the results of theft investigations to a central database, managed by a fraud prevention agency on behalf of the energy industry. This project is known as the Theft Risk Assessment Service (TRAS).
Information that we provide to TRAS will be linked to other information which the fraud prevention agency holds, including information provided by other energy suppliers. Equally, they may provide information to us to help identify potential fraud or theft of energy.
If we suspect or can confirm any cases of fraud or energy theft, we will record this information and share it with TRAS. This information may be provided to other UK energy suppliers with whom the customer has an account to help them investigate and prevent the theft of energy. The information that we provide to TRAS will not be used for any other purpose, unless required or permitted by law.
We may use information about such conduct to make decisions about customers, including the products and services that we offer and the terms and conditions on which those products and services are made available.
If you have any questions, comments or requests regarding this document, please contact the Data Protection Officer at firstname.lastname@example.org or Opus Energy, Francis Crick House, 6 Summerhouse Road, Moulton Park, Northampton, NN3 6BF.