Oakville Hydro Corporation
Our Statement Back to top
Content Back to top
Personal Information Protection Principles Back to top
Accountability Back to top
Oakville Hydro is accountable for all personal information in its possession or control and shall designate one or more persons who will be responsible for the Company’s compliance with the following principles:
The President & Chief Executive Officer (CEO) of Oakville Hydro has ultimate responsibility for the protection of personal information of customers. The CEO may delegate the day-to-day operational privacy responsibilities to another individual. All staff share responsibility for adhering to Oakville Hydro’s privacy policies and procedures.
Oakville Hydro is responsible for personal information in their possession or control, including any personal information that has been transferred to a third party for processing. Oakville Hydro will use contractual or other means to provide a comparable level of protection of personal information while such information is being processed by a third party.
Identifying Purposes Back to top
Oakville Hydro will identify the purposes for which it collects Personal Information at or before the time the information is collected, such as when you apply for service from us. If Oakville Hydro identifies other purposes for which any Personal Information we have collected from you may be used, Oakville Hydro will seek your consent before such use. You may refuse permission for Oakville Hydro to use your Personal Information for any new purpose unless the new purpose is required or permitted by law or regulatory authorities. However, refusal to provide such consent may prevent us from providing you with some services since we require a minimum amount of Personal Information about you to provide electricity distribution services to you.
At a minimum, Oakville Hydro collects Personal Information from customers for the following purposes:
Oakville Hydro may monitor and/or record any telephone conversation with you for quality assurance and training purposes.
Those responsible for collecting personal information should be able to explain to individuals the purposes for which the information is being collected. In certain circumstances, the customer may be referred to a designated person within Oakville Hydro who can explain those purposes in greater detail.
Unless required by law, Oakville Hydro shall not use or disclose, for any new purpose, personal information that has already been collected without first identifying and documenting the new purpose and obtaining the consent of the customer.
Consent Back to top
Oakville Hydro will obtain your consent before, or when, it collects, uses or discloses your Personal Information. Your consent to the collection, use and disclosure of your Personal Information may be either express or implied, depending on the circumstances, the purposes for which such Personal Information is being collected and the sensitivity of the information. Consent may be obtained directly from you or from a third party that has obtained your consent to disclose your Personal Information to Oakville Hydro. For example, if you sign a separate contract with a retailer, Oakville Hydro may obtain your Personal Information from the retailer and Oakville Hydro may provide your billing and consumption information to the retailer. Consent may also be given by an authorized representative such as a legal guardian or person with power of attorney.
Oakville Hydro will not use or disclose your Personal Information for purposes other than those for which it was collected except with your consent or as permitted or required by law or regulatory authorities.
Oakville Hydro will collect, use or disclose your Personal Information without your knowledge or consent only in limited circumstances as permitted or required by law or regulatory authorities. Subject to certain legal and contractual restrictions and reasonable notice, you can refuse or withdraw your consent to the collection, use or disclosure of your Personal Information at any time. However, refusal to provide such consent, or withdrawal of such consent, may prevent us from providing you with some services since we require a minimum amount of Personal Information about you to provide electricity distribution services to you. Oakville Hydro will explain the implications of such withdrawal or refusal to provide such consent.
Oakville Hydro will not, as a condition of supplying you with a product or service, require you to consent to the collection, use or disclosure of information beyond that required to fulfill the specified, legitimate purpose.
Under certain exceptional circumstances, Oakville Hydro may have a legal duty or right to collect, use or disclose your Personal Information without your knowledge or consent.
Because of the structure of the electricity sector in Ontario, it may be necessary to share your billing and consumption information with third party billing and settlement agencies, such as where you have signed a separate contract with a retailer. Your information may also be shared or disclosed to other agencies or organizations as required or permitted by law or regulatory authorities. Our billing, settlement and regulatory relationships with third parties are governed by our license and regulatory codes that are established by the Ontario Energy Board.
In accordance with applicable laws, Oakville Hydro will not disclose any consumer information (which may include Personal Information) to any of its affiliates without the consumer's written consent except where consumer information is required to be disclosed:
Oakville Hydro will retain Personal Information only for so long as is necessary to fulfill the purpose for which it was collected and to meet our legal and contractual obligations.
Oakville Hydro will not trade, rent or sell your Personal Information. However, in the course of a business transaction, such as a proposed sale of Oakville Hydro Electricity Distribution Inc's business or assets (or a part thereof), or a merger or amalgamation of Oakville Hydro with another company, we may disclose your Personal Information to third parties such as prospective purchasers of Oakville Hydro Electricity Distribution Inc's shares, business or assets, and to their lawyers, accountants, financial advisors, agents and other representatives as necessary for the purposes of such transaction.
Limiting Collection Back to top
Oakville Hydro shall limit the amount and type of personal information it collects to that which is necessary for the purposes identified by the company. Oakville Hydro shall collect personal information using procedures which are fair and lawful.
The types of Personal Information that Oakville Hydro usually collects from individual customers include:
Limiting Use, Disclosure and Retention Back to top
Oakville Hydro shall not use or disclose personal information for purposes other than those for which it was collected, unless consent is given by the individual to use or disclose it for another purpose or as required by law. Oakville Hydro shall retain personal information only as long as necessary for the identified purposes.
If Oakville Hydro uses personal information for a new purpose, it will document this purpose.
With the consent of the customer, Oakville Hydro may disclose a customer’s personal information to the following:
Oakville Hydro shall maintain reasonable and systematic controls, schedules and practices for the protection of personal information. Record retention, which shall include minimum and maximum retention periods, and destruction shall apply to personal information. Information that is no longer necessary or relevant for the identified purposes for which it was collected or required by law to be retained shall be destroyed.
Personal information that is no longer required to fulfill the identified purposes will be destroyed, erased or made anonymous. Oakville Hydro will develop guidelines and implement procedures to govern the destruction of personal information.
Only those employees of Oakville Hydro who require access for business reasons or whose duties reasonably so require, are granted access to personal information about customers.
Accuracy Back to top
Oakville Hydro maintains procedures to ensure all Personal Information we collect and use is kept as accurate, complete and up to date as necessary for the purpose for which it is to be used. However, we rely on you to disclose all material information to us and to inform us of any errors or changes in such information.
Individuals may challenge the accuracy and completeness of Personal Information about them and have it amended, as appropriate, as set out in Section 8 below.
Safeguards Back to top
Oakville Hydro shall protect personal information from loss or theft, unauthorized access, disclosure, copying, use, modification or destruction through appropriate security measures. Oakville Hydro shall protect all personal information regardless of the format in which it is held.
The nature of the safeguards will vary depending on the sensitivity of the information, amount, distribution, format and the method of storage of the personal information. Oakville Hydro will give the highest level of protection to the most sensitive personal information.
The methods of protection should include:
Oakville Hydro will make all of its employees aware of the importance of maintaining the confidentiality of personal information.
Openness Back to top
Oakville Hydro shall make readily available to customers specific information about its policies and practices relating to the management of personal information.
Oakville Hydro will be open about the policies and practices used to manage personal information. Individuals will have access to information about these policies and procedures. This information will be available in a format that is easy to understand.
Oakville Hydro shall make the following information about its privacy policies and practices available:
Individual Access Back to top
Upon request, an individual shall be informed of the existence, use, disclosure of his or her personal information in Oakville Hydro’s possession and shall be given access to that information.
A customer shall be able to challenge the accuracy and completeness of the information and have it amended where necessary. In certain situations, Oakville Hydro may not be able to provide access to all the personal information it holds about an individual. However, such exceptions are limited and specific. Exceptions may include information that contains references to other individuals, information that was supplied in confidence and/or information that cannot be disclosed for legal, security or commercial proprietary reasons.
Challenging Compliance Back to top
Customers can make their requests by contacting Oakville Hydro by telephone at (905) 825-9400, by fax to (905) 825-4447, by e-mail to the attention of firstname.lastname@example.org, or in writing to Oakville Hydro Electricity Distribution Inc., Customer Service, Box 1900, 861 Redwood Square, Oakville, L6K 0C7 and our customer service representatives will assist them. Response to a customer's request will be made within 30 days, provided the request is made in writing, the size of the requested information does not require additional time and the customer provides satisfactory proof of the customer's identity.