We recognise the importance of protecting your personal information, and ensuring that it is complete, accurate, up-to-date and relevant.
When you call us in relation to your account or service, we complete an ID check to verify your identity and to check the details we hold about you are correct and to update them if required. For some safety critical information (e.g. medical information required to maintain secure power supply or ensure priority assistance) we initiate checks on a regular basis.
We have processes for verifying personal information collected for particular transactions, such as proof of occupancy, change of occupier and priority assistance. Our staff are trained to properly handle the different types of information they receive, particularly sensitive information. We have quality assurance measures in place to monitor calls to ensure that our processes are being followed.
While some of the personal information we collect is held in hardcopy form, most personal information is stored in electronic databases.
We have extensive security safeguards in place to ensure that our information systems and files are protected from loss, unauthorised access, use, modification or disclosure, or other misuse. We also have documented procedures governing our response in the event of an actual or suspected privacy breach.