The Phoenix Energy Holdings Group of Companies (‘the Group’) which includes the two operating Companies, Phoenix Natural Gas Limited (trading as Phoenix Energy) and Phoenix Energy Services Limited. The Group understands that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of everyone who visits this website, www.phoenixenergyni.com and will only collect and use personal data in ways that are described here, and in a manner that is consistent with our obligations and your rights under the law and in line with the highest standards of ethical conduct.
Please read this Privacy Policy carefully and ensure that you understand it. If you do not accept and agree with this Privacy Policy, you must stop using the site immediately.
This Policy explains how we collect information about you and then use it to provide you with an excellent service. It also goes into the security measures we take to protect your privacy. It does not apply to the information we hold about companies or other organisations.
We have strict security measures to protect your personal information. This includes following our internal security process to protect electronic communications.
Remember that communications over the internet like emails and webmail (messages sent through a website) are not secure unless they are encrypted.
Website usage may be collected using Cookies and Google Analytics.
Topics:
- What information we collect about you?
- How will we use the information about you?
- Marketing
- Access to your information and correction
- How long do we hold information about you?
- Cookies and Google Analytics
- Other websites
- Changes to our Privacy Policy
- How to contact us
- WHEN YOU REGISTER INTEREST TO GET CONNECTED TO THE PHOENIX ENERGY NETWORK
- WHEN YOU ARE ALREADY CONNECTED
- WHEN YOU CONTACT US
- WHEN YOU MAKE A COMPLAINT
- WHEN YOU USE OUR DIAL BEFORE YOU DIG SERVICE
- CAREERS AND APPRENTICESHIPS
- ENERGY FOR CHILDREN CHARITY
- REPORTING ENERGY THEFT
- MARKETING
- FOR HOW LONG IS YOUR PERSONAL INFORMATION RETAINED BY US?
- OTHER WEBSITES
- CHANGES TO OUR PRIVACY POLICY
- WHAT ARE YOUR RIGHTS UNDER DATA PROTECTION LAWS?
- ACCESS TO YOUR INFORMATION AND CORRECTION
What information do we collect about you?
We collect information about you when you register your interest with us to connect to the natural gas network or place an order for products or services. We will require your consent (opt in) so that we can conduct a survey and issue you with a quotation.
We also collect information when you voluntarily complete customer surveys, provide feedback, and participate in competitions.
Website usage may be collected using Cookies and Google Analytics.
How will we use the information about you?
If gas is not available, we will retain your personal information to allow us to contact you should gas become available at your property, providing you consent (opt in), to give you the services you have asked for which might include incentive schemes we run from time to time and offer you services and products from the Phoenix Group.
We will retain your personal information for no longer than 2 years unless you tell us otherwise.
If you do not wish us to contact you, regarding our services going forward please let us know by emailing us at info@phoenixenergyni.com or
Write to us at: Customer Services, Phoenix Energy 197 Airport Road, Belfast BT3 9ED.
What information do we collect about you?
We will collect personal information about you for the purpose of managing the gas connection contract. This will be collected on our paper Gas Connection Agreement. We will also collect personal data which you may provide regarding the gas user at your property and information when you voluntarily complete customer surveys, provide feedback, and participate in competitions.
How will we use the information about you?
We may use the contact information you have given us when we need to get in touch. So, we might email you, give you a ring, send a text or use another form of electronic communication. We may even visit you in person.
We may allow other people and organisations to use your information including all the Gas Suppliers licensed to supply gas in the our Network Area, our contractors and sub- contractors and your Gas Safe Registered Installers in the performance of a contract we have with you to give you the services you have asked for, which might include giving information to members of your family, household, anyone acting on your behalf or other people who have an interest (such as landlords, letting agents and occupiers of the property).
Website usage may be collected using Cookies and Google Analytics. We will process personal information about you to manage:
- Required maintenance of our Network and our meter replacement programme;
- Gas Meter Box Repairs and Meter Box Key Request; or
- Book a Boiler Check/Repair.
- Identify and prevent crime, fraud, or loss;
- For legal or regulatory purposes;
- For any future legal action;
- Create statistics, evaluate our computer systems, marketing research opportunities to improve our service, and analyse customer information;
- To update our records;
- To investigate energy theft or damage caused to gas plant;
- To trace your whereabouts to recover any debt owed by you to us; or
- To make decisions about you and how likely we think that there is a safety risk to the natural gas network.
We may also use your personal information for any of the following purposes:
We may record sensitive personal information like any criminal offences.
If the gas meter/supply to your property has been tampered with or stolen in the past (or we suspect it has), we may take this into account when we decide what products or services, we can offer you and consider the terms and conditions we can give you.
We may ask your current or previous gas supplier for the information we need to investigate energy theft or related safety risks including information about meter readings, equipment, and payments.
We will retain your personal information for as long as the property remains connected to the natural gas network.
Website usage may be collected using Cookies and Google Analytics.
How will we use your sensitive personal information?
Under the terms of your gas supplier’s licence, they must offer special arrangements where you have highlighted a specific vulnerability (e.g., due to age, health, or disability) referred to as sensitive personal information. A further requirement of the gas supplier’s licence requires them to share this sensitive personal information with us to ensure we can consider your needs during a major incident or emergency. We will also use this sensitive personal information for the purpose of our network maintenance and meter replacement programmes to ensure we can liaise with you directly to ensure continuity of your gas supply can be facilitated during this maintenance work.
What information do we collect about you?
When you contact us whether by phone, email or via the website we may record any information you give us to deal with your enquiry.
How will we use the information about you?
Your personal information will only be processed for the purpose of the enquiry and will only be retained if we have a legal requirement or legitimate business interest to do so.
Your personal information will not be used for marketing purposes.
Website usage may be collected using Cookies and Google Analytics.
What information do we collect about you?
When you contact us whether by phone, email or via the website we will process any personal information you give us to deal with your complaint.
How will we use the information about you?
Your personal information will be used to investigate the complaint and if required may be processed and/or retained for legal or regulatory processes.
Your information will not be used for marketing purposes.
Website usage may be collected using Cookies and Google Analytics.
What information do we collect about you?
When you contact us for health and safety information instruction, we will collect your personal data.
How will we use the information about you?
We will use your information to contact you and send you our ‘dial before you dig’ safety precautions booklet.
Your information will not be used for marketing purposes.
Website usage may be collected using Cookies and Google Analytics.
What information do we collect about you?
The information provided by you in relation to an application for employment or an apprentice scheme.
How will we use the information about you?
Your personal information which may include sensitive personal information will be managed in a confidential manner by the Human Resources Department in accordance with applicable law and used for the purpose of administering the application.
Your personal information will not be used for marketing purposes.
What information do we collect about you?
We collect personal, children’s and sensitive information regarding applications for funding to benefit a child, young person, or a group.
How will we use the information about you?
The information will only be used for the purpose of administrating the application within the Energy for Children NI Charity.
The personal, sensitive and children’s information will be retained in a secure fashion and will be retained for a period of three years for legitimate business purposes.
We will seek parental consent for any use of children’s personal information for marketing purposes.
Website usage may be collected using Cookies and Google Analytics.
What information do we collect about you?
We will only collect the information you present to us in relation to reporting suspected energy theft.
Website usage collected using Cookies and Google Analytics.
How will we use the information about you?
We will not share this information unless ordered by a Court to do so or with your expressed consent. We will only retain your personal information for lawful purposes in accordance with our regulatory requirement.
Your personal information will not be used for marketing purposes.
Website usage may be collected using Cookies and Google Analytics.
We would like to send you information about our products and services which may be of interest to you. If you have consented to receive marketing information, you may opt out later.
You have a right at any time to stop us from contacting you for marketing purposes or giving your information to other companies within the ‘Phoenix Group.’
If you no longer wish to be contacted for marketing purposes, please contact us by email to info@phoenixenergyni.com or write to us at the following address:
Customer Services
Phoenix Energy
197 Airport Road West
Belfast
BT3 9ED
If you give us information on behalf of someone else, you are confirming that you have given them the information in this Policy, and that they have agreed for us to use their information in the way we describe in this Policy.
If you give us sensitive personal information about yourself or other people (like health details or details of any criminal convictions) you agree and confirm that the person, the information is about has agreed that we can use this information in the ways set out in this document.
We want to make sure that the personal information is accurate and up to date. You may instruct us, in writing, to correct or remove information you think is inaccurate.
Unless we explain otherwise to you, we will hold your personal information based on any of the following criteria:
- For as long as we have reasonable business needs, such as managing our relationship with you and managing our operations.
- For as long as we provide goods and/or services to you and then for as long as someone could bring a claim against us.
- In accordance with any legal and regulatory requirements or guidance; or
- With your expressed consent.
Our websites contain links to other websites. This Privacy Policy only applies to this website so when you link to other websites you should read their own Privacy Policies.
We keep our Privacy Policy under regular review. This Privacy Policy was last updated on 09 August 2023.
Here is a list of the rights that all individuals have under data protection laws:
- The right to be informed about the processing of your personal information.
- The right to have your personal information corrected if it is inaccurate and to have incomplete personal information completed.
- The right to object to processing your personal information. If we are not able to carry out your request, we will notify you of the reasons.
- The right to restrict the processing of your personal information.
- The right to have your personal information erased (the “right to be forgotten”)
- The right to request access to your personal information and to obtain information about how we process it.
- The right to move, copy or transfer your personal information (“data portability”)
- Rights in relation to automated decision making which has a legal effect or otherwise significantly affects you.
You are entitled to have a copy of the information we hold on you, object to us processing your information, and restrict processing, rectification of data we hold and erasure of data we hold. If you would like a copy of some or all of your personal information, please contact us by email to info@phoenixnaturalgas.com or write to us at the following address:
Data Protection Manager
Phoenix Energy
197 Airport Road West
Belfast
BT3 9ED
You may also call us on 0345 55 55 55.
You have the right to complain to the Information Commissioner’s Office which enforces data protection laws: https://ico.org.uk/