Customer Satisfaction Survey Under Way: To better understand the needs and wants of our customers, we’re launching our Customer Satisfaction Survey today. A random selection of customers will receive a telephone call from UtilityPULSE, who is conducting the survey on our behalf. We appreciate your feedback.
Customer Choice: If you’re a residential or small business customer that pays Time-of-Use (TOU) electricity prices, you can choose to switch to Tiered prices beginning November 1, 2020. Learn more at www.oakvillehydro.com/customerchoice.
Customer Support During the Pandemic: Oakville Hydro has always been supportive of our customers and the community. As the pandemic continues to evolve, and in recognition of the critical and essential services that Oakville Hydro provides, we are taking active measures to support our customers.
For more information regarding RESIDENTAL customer support and payment options, click here.
For more information regarding SMALL BUSINESS customer support and payment options, click here.
Oakville Hydro Electricity Distribution Inc. (Oakville Hydro) is committed to keeping your personal information accurate, confidential, secure and private. This Privacy statement has been designed to inform directors, employees, contractors, agents and customers of Oakville Hydro, of our commitment to and recognition of our obligation to meet the spirit and terms of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).
This Privacy Statement describes the principles we use to protect the privacy of your personal information. It tells you why we collect personal information, how it is used, how its confidentiality is protected and outlines your rights to access to your personal information. Our Privacy Statement is based on the ten principles for the protection of personal information, as established by the Canadian Standards Association (CSA). For more information on the CSA’s privacy principles, visit their website at: http://www.csagroup.org/ca/en/legal/privacy/csa-group-privacy-statement.
By accepting service from us, using our website, or otherwise providing us with your personal information, you are accepting the policies and practices described in this Privacy Statement. The terms in this Privacy Statement may change from time to time, so you should review it for changes periodically on our website.
Ten Principles for the Protection of Personal Information
We are accountable for all personal information in our possession or control including any personal information that has been transferred to a third party. The President & Chief Executive Officer (CEO) of Oakville Hydro has ultimate responsibility for the protection of your personal information. All directors, employees, contractors, and agents share responsibility for adhering to privacy policies and procedures.
2. Identifying Purposes
We will tell you the purpose(s) for collecting your personal information when we collect your information, such as when you apply for service from us. Unless required by law, we will not use or disclose your personal information for any new purpose without getting your consent.
Some of the purposes for collecting personal information from you include:
Oakville Hydro may monitor and/or record any telephone conversation with you for quality assurance and training purposes.
We will ask for your consent for the collection, use and disclosure of your personal information when we collect your information. We may get consent directly from you or from a third party that has your consent to disclose your personal information to us. We may collect, use or disclose your personal information without your knowledge or consent only in limited circumstances as permitted or required by law.
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 may prevent us from providing you with some services.
Under Canada’s Anti-Spam Law (CASL), we need to have consent, either implied or express, to send most forms of electronic messages. We may contact you by email to provide you with information on issues such as ways to conserve energy, about our products and services, or invitations to or information about events. You can unsubscribe at any time by contacting us at email@example.com
4. Limiting Collection
We only collect the personal information that we need for the purpose(s) we identify. The types of personal information that we usually collect from you includes:
5. Limiting Use, Disclosure and Retention
We will only use or disclose your personal information for the purpose(s) that we identify when we collect your information. We will not trade, rent or sell your personal information. Only those employees or contractors who require access for business reasons are granted access to your personal information.
Your personal information will only be retained for as long as necessary for the purpose(s) that we identify or to meet our legal and contractual obligations.
We maintain procedures to ensure all personal information we collect and use is kept as accurate, complete and up to date as necessary. However, we rely on you to tell us about any errors or changes in your information.
We protect your personal information from loss or theft, unauthorized access, disclosure, use, or destruction through appropriate measures. The nature of the safeguards will vary depending on the sensitivity of the information, format and the method of storage. We give the highest level of protection to the most sensitive personal information. All of our employees and contractors are aware of the importance of maintaining the confidentiality of personal information.
We have prepared this Privacy Statement to inform you of our policies and procedures relating to the management of personal information.
9. Individual Access
MFIPPA provides you with the right to request access to your personal information. You can request access to the personal information that we have about you and get information about how we use your personal information. You can also challenge the accuracy and completeness of your personal information and have it corrected where necessary. We may charge a nominal fee for responding to any request and if so, we will give you notice in advance of costs for processing your request.
10. Challenging Compliance
If you have questions regarding our compliance with the principles above please contact us.
If you would like further information about our privacy policies and procedures or would like to make a request for access to your personal information please contact us by telephone at (905) 825-9400 or by e-mail at firstname.lastname@example.org, or in writing to Oakville Hydro Electricity Distribution Inc., Attention: Privacy Officer, Box 1900, 861 Redwood Square, Oakville, L6K 0C7
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