Privacy Policy
The Just Energy family of companies (“Just Energy”) respects our customers’ privacy interests. We understand the importance you attach to confidential information, and you can rest assured that we are working to safeguard your personal information.
We follow the ten privacy principles set out in the Personal Information Protection and Electronic Documents Act: accountability, identifying purposes, consent, limiting collection, limiting use, disclosure and retention, accuracy, safeguards, openness, individual access, and challenging compliance.
To ensure our commitment to your privacy is upheld, we have the Just Energy Customer Privacy Policy that you are reading. It is intended to convey our commitment to you as a customer and how we use and don't use your personal information in our business.
Personal Information
Personal information is information about an identifiable individual. This includes information about your product and service terms and usage. Publicly available information, such as a public directory listing of your name, address, telephone number, and electronic mail address, is not considered to be personal information. Personal information also does not include the name, title, business address or telephone number of an employee of an organization when used for business communications and information on our business customers is not covered by this Privacy Code.
Collecting Information Helps Us Serve You Better
Just Energy collects personal information only for the following purposes:
- To establish and maintain responsible commercial relations with you and provide you with ongoing service;
- To understand your needs and eligibility for products & services;
- To recommend particular products & services to meet your needs;
- To develop, enhance, market or provide products and services;
- To manage and develop the Universal Energy® business and operations, including personnel and employment matters; and
- to meet legal and regulatory requirements.
- Your personal information will not be used for any other purpose without your consent.
Other Parties with Whom Just Energy May Share Personal Information
While our general policy is not to provide personal information to any party outside of Just Energy, there are certain limited circumstances, outlined below, in which it is necessary to do so. When we do provide personal information to third parties, we provide only that information that is required in the circumstances. Information provided to third parties is used only for the purpose stipulated and is subject to strict terms of confidentiality.
Employees of the companies to whom we may provide information must adhere to our privacy standards. Third parties include:
- An agent acting on behalf of Just Energy, such as a company hired to perform Services on behalf of Just Energy.
- Another company that is a service provider to Just Energy, such as a pipeline company or other party that helps to deliver Just Energy services.
- A collection agency, for the express purpose of the collection of past due bills.
- Law enforcement agencies, in emergencies, for internal security matters, or where required by court order or search warrant.
- Emergency services, in emergency situations.
Limiting Use, Disclosure and Retention
We use and disclose your personal information when, for example:
- It is for purposes described in this Privacy Code;
- We are required by law to do so;
- The information is publicly available; or
- It is required for any additional purposes that may be described at the time we advise you of the use of your personal information (which consent may be express, deemed or implied as explained below).
Your personal information may be disclosed when, for example, it is:
- Permitted or required by applicable law or regulatory requirements;
- Part of Just Energy’s regular reporting activities to any of Just Energy’s companies in and outside of Canada;
- To protect the rights and property of Just Energy;
- During emergency situations or where necessary to protect the safety of a person or group of persons;
- Personal information that is already available to the public;
- To employees, contractors, consultants and other parties (including other members of Just Energy) who require the information to assist us to establish, maintain and manage our business relationship with you, including, for example, third parties that provide services to us or on our behalf or third parties that collaborate with Just Energy in the provision of services to you;
- To another party, in the event of a change in ownership of all or a part of Just Energy through some form of merger, purchase, sale, lease or amalgamation or other form of business combination, provided that the parties are bound by appropriate agreements or obligations which require them to use or disclose your personal information in a manner consistent with the use and disclosure provisions of this Privacy Code, unless you consent otherwise; and
- With your consent.
We may use or disclose your personal information without your knowledge or consent where we are permitted or required by applicable law or regulatory requirements to do so.
Accountability
We have developed policies and procedures designed to protect your personal information, and have appointed a privacy officer to oversee compliance. As a customer, you may direct any inquiries to our customer service department, who will receive and respond to your inquiries as quickly as possible.
Identifying Purposes
Customer information is collected to enable us to meet our commitments for the supply of natural gas and electricity and to ensure we maintain accurate business records. We collect the information both from the customer and from local utilities, as indicated in our contracts.
Consent
It is important to us that we collect, use or disclose your personal information where we have your consent to do so or as provided in this Privacy Code. Depending on the sensitivity of the personal information, your consent may be express, implied or deemed (using an optout mechanism). Express consent can be given orally, electronically or in writing. Implied consent is consent that can reasonably be inferred from your action or inaction. For example, when you accept our products or services, we will assume your consent to the collection, use and disclosure of your personal information for purposes related to your acceptance and use of those products or services, or for other purposes identified to you at the relevant time. Deemed consent is consent we assume in the event that you do not exercise an opt-out mechanism offered to you.
Typically, we will seek your consent at the time that we collect the personal information. In some circumstances, your consent may be obtained after collection but prior to our use or disclosure of your personal information. If we plan to use or disclose your personal information for a purpose not previously identified (either in this Privacy Code or separately), we will endeavor to advise you of that purpose before such use or disclosure.
When you call our customer service department, you will hear a message that lets you know that your call is being recorded. Should you prefer not to be recorded, simply let the customer service representative know that at the outset of the call. Our customer service representatives cannot disconnect the recording device, but will be pleased to direct you to another method of communicating with us.
We may collect, use or disclose your personal information without your knowledge or consent where we are permitted or required to do so by applicable law or regulatory requirements.
Consent may be withdrawn or changed, subject to legal or regulatory requirements. Where required, Just Energy will advise you of any implications of withdrawing or changing consent. If you wish to withdraw consent, where consent is needed, you may contact Just Energy using one of the methods listed in the "Contacting Us" section, below.
Choice/Opt-Out
You may change or withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice, by contacting the office of our Privacy Officer using the contact information set out below. In some circumstances, a change in or withdrawal of consent may limit our ability to provide products or services to, or acquire products or services from, you.
We assume, unless you advise us otherwise, that by receiving a copy of this Privacy Code or by continuing to deal with us, you have consented to the collection, use and disclosure of your personal information as explained in this Privacy Code.
Safeguarding Personal Information
We safeguard your information through the use of technological, physical and organizational protections, such as passwords and firewalls, access cards, and organizational limits to access.
Accuracy of Personal Information
We endeavor to keep information as accurate, complete and up-to-date as possible. Information is updated in the course of each customer contact in order to ensure that we have accurate information. If you would like to update your information with us, please contact our customer service department.
Limiting Collection of Personal Information
We collect the information that is necessary for the supply of energy to our customers and the maintenance of accurate business records. We do not collect information other than that which you provide to us, except for usage from local utilities and change of utility account information from local utilities.
Limiting Use, Retention, Disclosure of Personal Information
We use customer information for reasonable purposes, including meeting contractual obligations, effecting renewals, responding to regulatory and customer inquiries, and providing information to our legal and financial advisors and in cooperation with law enforcement agencies when so required. Information is retained for the duration of the contract period, as well as for a period of up to 10 years after the termination of customer contracts and any renewals thereof. We disclose information where required or reasonable, such as to our regulators, business partners (utilities, suppliers, etc.), law enforcement agencies, and legal and financial advisors.
Accuracy
We endeavor to keep information as accurate, complete and up-to-date as possible. Information is updated in the course of each customer contact in order to ensure that we have accurate information. If you would like to update your information with us, please contact our customer service department.
Safeguards
We safeguard your information through the use of technological, physical and organizational protections, such as passwords and firewalls, access cards, and organizational limits to access.
Openness
Customers may access our privacy policies by reviewing this document, available on our website, or contacting our customer service department for further details.
Accessing Your Personal Information
You can ask to see the personal information that we hold about you. If you want to review, verify or correct your personal information, please contact our Privacy Officer using the contact information set out below. Please note that any such communications must be in writing.
Information about an individual is disclosed to that individual, their legal counsel, or someone with power of attorney in respect of the individual. We reveal account information to those persons with the ability to contract in respect of that account. Where appropriate in the circumstances, information may be revealed to another individual, but only with supervisory approval.
When making an access request, we require specific information from you to confirm your identity and right to access, as well as to search for, and provide you with, the personal information that we hold about you. We may charge you a fee to access your personal information; but we will advise you of any fee in advance. If you need help in preparing your request, please contact the office of our Privacy Officer.
Just Energy may not be able to provide you with access to your personal information, where such refusal is permitted or required by applicable law or regulatory requirements. Just Energy will inform you of the reasons why, subject to any legal or regulatory restrictions, access has been denied.
Use of 'Cookies'
During user interaction with one of our Internet sites, we may use a browser feature called a 'cookie' to collect information anonymously and track user patterns on our web sites. A cookie is a small text file containing a unique identification number that identifies your browser - but not you - to our computers each time you visit one of our sites that uses cookies. Cookies tell us which pages of our sites are visited and by how many people. This helps us to enhance the on-line experience of visitors to our sites. Unless you specifically advise us, we will not know who you are, even though we may assign your computer a cookie. We cannot use cookies, by themselves, to disclose the individual identity of any site user, however we may employ the use of the cookie in specific circumstances where we are obligated to assign you particular information for the purposes of you signing up for Just Energy services.
You will find that most major web sites use cookies and most major browsers are set up to accept them. If you wish, you can reset your browser either to notify you when you have received a cookie, or to refuse to accept cookies. You do not need cookies to visit Just Energy sites. However, if you refuse to accept cookies, you may not be able to use some of the features available on our sites such as personalization features, or features that allow you to electronically sign-up for our services.
Challenging Compliance
Any complaints about our privacy practices should be addressed to the privacy officer. In order to find out more information about our privacy practices, you may reach us at the following:
Toll free at 1.866.587.8674
E-mail to cs@justenergy.com
Fax to 1.888.548.7690
Mail to 6345 Dixie Road, Suite 200, Mississauga, Ontario, L5T 2E6.
Privacy Officer
To contact our Privacy Officer, please e-mail privacyofficer@justenergy.com
