At Enbridge, we value the trust you place in us when you provide us with your personal information. We take your privacy seriously and are committed to protecting it. This Privacy Notice describes the privacy practices of Enbridge’s US Utilities, including subsidiaries, divisions, and affiliates that link to this Privacy Notice. This Privacy Notice applies only to the websites, mobile applications, services, or other points of collection upon which it is posted or noticed.
Each state is different
Enbridge operates utilities in several states. Each state has different laws and regulations governing how we collect, use and share personal information. This Privacy Notice generally describes how Enbridge’s US Utilities handle personal information. It also contains information or links to information specifically required by certain states, which may or may not be applicable to you depending upon your state of residency. Some examples provided below may or may not be applicable in your state.
What personal information do we collect?
Enbridge US Utilities collect information to provide better services to our customers, job applicants, and other visitors to or users of our websites and mobile applications. Some of this information identifies, relates to, or is capable of being associated with a particular individual or household (“personal information”).
The table below describes the personal information we may collect. Please note that some information is collected incidental and collateral to primary information collection. For example, to verify your identity, we may require a copy of your driver's license which contains personal information that is not used by Enbridge, for instance your race or sex.
| Categories | Some Categories Include |
|---|---|
| Personal identifiers | Information that can be used to identify you, such as your name, address, contact information, IP address, username, email address, phone number, or other unique personal identifiers such as cookies and beacons. |
| Other types of personal information | Education information, employment information, and certain types of financial or health information. |
| Characteristics of legally protected classes | Marital status, veteran or military status, and other demographic information. |
| Commercial information | Records of personal property, products or services purchased or considered, and consuming tendencies such as energy usage information. |
| Biometric information | Biological characteristics used to identify you, such as fingerprints. |
| Internet or other similar network activity | Information regarding your interaction with our websites or mobile applications. |
| Geolocation data | Physical location. For example, to provide information regarding utility outages. |
| Sensory data | Audio information, such as voicemails or calls recorded for quality assurance purposes. |
| Professional or employment-related information | Current or past job history. |
| Non-public education information | Education records directly related to a student maintained by an educational institution, such as a transcript. |
| Inferences drawn from other personal information | Profile reflecting a person's preferences or tendencies. |
| Sensitive personal information | Social Security number, driver's license number, state identification card, passport number, account log-in information, racial or ethnic origin, citizenship or immigration status, sex, mental or physical health diagnosis. |
Personal information does not include publicly available information or aggregated or de-identified information.
From Whom Do We Collect Personal Information
We obtain the categories of personal information listed above from the following categories of sources:
- You or your agents, directly or indirectly. For example, from forms that you provide to us related to the goods and services we provide you, or from information we collect through your interactions with us (for instance when you call customer service).
- Our websites and mobile applications that may track your activity. For example, our websites may collect IP addresses and cookies through automated means.
- Internet service providers and social media networks.
- Data analytics providers.
- Joint marketing partners who perform activities at the direction of Enbridge.
- Affiliates and vendors that interact with us in connection with the goods we offer and the services we perform.
- Government agencies from which public records are obtained.
How do we use personal information
We may collect, use and/or share the categories of personal information listed above, in accordance with applicable laws, regulations, and this Privacy Notice, for one or more of the following purposes:
- Servicing your account such as:
- Enrolling you as a customer and managing your account.
- Determining your eligibility for particular products and services.
- Providing access to your account electronically.
- Verifying your identity and maintaining customer security.
- Providing our products and services as requested by you.
- Providing vendor products and services as requested by you.
- Providing customer service and enhancing your customer experience.
- Billing your account and processing payment.
- Carrying out our obligations and enforcing our rights arising from any contracts entered into between you and us, including for billing and collections.
- Communicating with you such as:
- Responding to your requests and questions.
- Presenting our website to you.
- Notifying you about updates or changes that may affect your services or access to our website or applications.
- Sharing important information or alerts with you (for example, during a major storm).
- Sending our newsletters to which you subscribe.
- Providing you with email notifications, event registrations, and other notices concerning our products or services that may be of interest to you.
- Operating Enbridge’s business such as:
- Managing, maintaining, and developing plans for our services and our electric and gas systems.
- Supporting our business functions.
- Developing plans for renewable energy and energy conservation programs.
- Improving our products and services.
- Undertaking internal testing, research, and analysis for technological and product development.
- Maintaining utility and systems security and detecting and prosecuting security incidents.
- Detecting and/or repairing system performance issues.
- Managing relationships with vendors.
- Assessing candidates for employment.
- Evaluating or conducting a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as an ongoing concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by us is among the assets transferred.
- Performing marketing activities such as:
- Notifying you about available products and services.
- Offering related products and services.
- Administering promotional offers or contests that you participate in.
- Providing personalized ads and web content.
- Conducting market research and customer surveys.
- Creating customer prospect lists.
- Providing analytic services and/or enabling certain vendors to provide similar services on behalf of Enbridge.
- Offering customer or service-related programs (for example, green power, weatherization, and energy assistance programs).
- Providing third party services such as enabling vendors, on our behalf, to provide you or your household products or services you request or may be interested in (for example, home energy audits, assessing applicability of green power programs, home/appliance repair plans).
- Fulfilling legal duties such as:
- Cooperating with governmental energy aggregators, regulatory authorities, and state tax collection authorities.
- Responding to law enforcement requests.
- Complying with an applicable law, court order, commission request, or request from other state or federal governmental agencies with legal authority to obtain such personal information.
- Taking action when the company has formed a good-faith belief that disclosure of information is necessary to protect the rights and property of Enbridge, and/or its affiliates or its customers.
- Assisting emergency responders in situations of immediate threat to life or property.
- We also may collect, use or share your information for other reasons. In such an instance, the use or sharing of the information will be described to you upon the collection of the information.
With whom do we share personal information?
Enbridge respects the privacy of your information and aims to limit its disclosure; however, Enbridge may share personal information in certain circumstances and in accordance with applicable laws and restrictions. We may share your personal information with:
- Our subsidiaries and affiliates.
- Internet service providers and social media networks.
- Data analytics providers.
- Affiliates, agencies and/or vendors that interact with us in connection with the goods we offer and the services we perform, including Non-affiliated vendors or agencies, such as subcontractors providing requested goods and services, payment processors, customer survey administrators, and energy assistance agencies.
- Third parties to whom you or your agents authorize us to disclose your personal information.
- Regulators and governmental authorities.
When we share personal information with others, Enbridge implements reasonable contractual protections to limit third party use of your personal information. Enbridge does not sell consumers' personal information for direct monetary consideration.
Protecting children's privacy online
Enbridge does not knowingly collect any information from any individual under 13 years of age. If you are under 13 years of age and using this website, please do not give us any personal information. If you need help, please ask a trusted adult.
Visiting the Enbridge website
Some Enbridge websites and mobile applications use cookies, web beacons, and other similar tracking technologies to enable essential features or for data analytics and marketing purposes. For example, we use cookies and other tracking technologies to optimize the functionality of our website, to help us understand how our website is used, and to enhance your browsing experience.
We also allow some third parties to place cookies on our websites and mobile applications.
To respect your privacy, by default, we have deactivated cookies with the exception of essential cookies. These cookies are required for the proper functioning of our website, allowing you to browse in an optimal and secure manner. Essential cookies do not collect your personal information. You may choose which types of cookies to allow and can change your preferences at any time by clicking “Manage cookies” on the bottom of our website.
Security
Protecting personal information is a top priority for Enbridge. We take reasonable and appropriate safeguards to secure and protect the privacy, accuracy, and reliability of your information and to protect it from loss, misuse, unauthorized access, disclosure, alteration and destruction. However, no information can be guaranteed to be 100 percent secure.
Communications
This section of the Privacy Notice provides information about communications from Enbridge and certain options you may have. Please note, participation in certain Enbridge products or services require we communicate with you in certain ways that cannot be modified based on individual preference (for example, participation in certain outage notification programs requires acceptance in receiving automated phone alerts; participation in e-billing requires a valid email address).
- Utility service-related telephone communications: Enbridge may call or text you regarding matters closely related to your utility service at the telephone number(s) you provide associated with your utility account. This may include, but is not limited to, the use of pre-recorded/artificial voice messages and/or automatic telephone dialing systems. You are responsible for updating the telephone number(s) associated with your account. To update your account, please visit our contact us page.
- Postal Mail: You may receive marketing solicitations via postal mail from Enbridge, or our joint marketing partners or other authorized third-parties. To opt-out of such communications, please visit our contact us page.
- Email:
- You may receive email communications from us in connection with your use of our products and services, such as when you sign up for an account online or perform an online transaction (for example, paying your bill or requesting a new password). For specific information regarding changing email communication preferences associated with your account, please contact us using the information in the “Contact Information” section.
- In some cases, we may contact you to let you know about new products or services that may be of interest to you. These marketing emails will include an “unsubscribe” instruction (usually found at the bottom of the email) that you may use to opt out of receiving future marketing-related emails.
- Text messaging: If you enroll in one of our text messaging services (e.g. Outage Reporting), you may opt-out by sending STOP to any text message you receive or by following the opt-out instructions in the message. If you need additional assistance to “opt-out” of receiving such information, please visit our contact us page.
- Mobile applications: You may opt-out of receiving notifications through our mobile applications. Either select the option to “not allow” on the notification prompt the first time you open the app, or if notifications are already enabled, disable them for the app through Settings on your mobile device.
- Targeted communications on social media sites: We use social media sites such as Facebook and X (formerly known as “Twitter”) to communicate with you about our programs and services. You can follow us on these social media sites to receive regular updates. These sites also allow us to present specific advertisements to you based on the personal information that both we and the social media sites maintain about you. We may share your personal information with social media sites for the purpose of providing you with customized ads. In some states, this may be considered a “sale” unless the social media site is acting as our “service provider” as that term is defined by law.
Links to other websites
Our websites and mobile applications link to other websites that are not operated or controlled by Enbridge. We do not monitor or control, and are therefore not responsible for, the privacy practices or the content of linked external websites. We recommend reviewing the privacy policies for any linked websites you visit.
Changes to our privacy notice
We may make changes to this Privacy Notice periodically and will provide at the top of this Notice the date it was most recently updated. Using our websites, mobile applications, or services where this Privacy Notice is posted or noticed constitutes your acceptance of our privacy practices.
Contact information
If you have any questions about this Privacy Notice or wish to contact us concerning personal information you provided to us, you may reach us by email, telephone or US Mail as follows:
- Email: privacy.office@enbridge.com
At Enbridge, we value the trust you place in us when you provide us with your personal information. We take your privacy seriously and are committed to protecting it. This Privacy Notice describes the privacy practices of Enbridge’s US Utilities, including subsidiaries, divisions, and affiliates that link to this Privacy Notice. This Privacy Notice applies only to the websites, mobile applications, services, or other points of collection upon which it is posted or noticed.
Each State is Different
Enbridge operates utilities in several states. Each state has different laws and regulations governing how we collect, use and share personal information. This Privacy Notice generally describes how Enbridge’s US Utilities handle personal information. It also contains information or links to information specifically required by certain states, which may or may not be applicable to you depending upon your state of residency. Some examples provided below may or may not be applicable in your state.
What Personal Information Do We Collect?
Enbridge US Utilities collect information to provide better services to our customers, job applicants, and other visitors to or users of our websites and mobile applications. Some of this information identifies, relates to, or is capable of being associated with a particular individual or household (“personal information”).
The table below describes the personal information we may collect. Please note that some information is collected incidental and collateral to primary information collection. For example, to verify your identity, we may require a copy of your driver's license which contains personal information that is not used by Enbridge, for instance your race or sex.
| Categories | Some Categories Include |
|---|---|
|
Personal Identifiers |
Information that can be used to identify you, such as your name, address, contact information, IP address, username, email address, phone number, or other unique personal identifiers such as cookies and beacons. |
|
Other Types of Personal Information |
Education information, employment information, and certain types of financial or health information. |
|
Characteristics of Legally Protected Classes |
Marital status, veteran or military status, and other demographic information. |
|
Commercial Information |
Records of personal property, products or services purchased or considered, and consuming tendencies such as energy usage information. |
|
Biometric Information |
Biological characteristics used to identify you, such as fingerprints. |
|
Internet or Other Similar Network Activity |
Information regarding your interaction with our websites or mobile applications. |
|
Geolocation Data |
Physical location. For example, to provide information regarding utility outages. |
|
Sensory Data |
Audio information, such as voicemails or calls recorded for quality assurance purposes. |
|
Professional or Employment-Related Information |
Current or past job history. |
|
Non-Public Education Information |
Education records directly related to a student maintained by an educational institution, such as a transcript. |
|
Inferences Drawn From Other Personal Information |
Profile reflecting a person's preferences or tendencies. |
|
Sensitive Personal Information |
Social Security number, driver's license number, state identification card, passport number, account log-in information, racial or ethnic origin, citizenship or immigration status, sex, mental or physical health diagnosis. |
Personal information does not include publicly available information or aggregated or de-identified information.
From Whom Do We Collect Personal Information
We obtain the categories of personal information listed above from the following categories of sources:
- You or your agents, directly or indirectly. For example, from forms that you provide to us related to the goods and services we provide you, or from information we collect through your interactions with us (for instance when you call customer service).
- Our websites and mobile applications that may track your activity. For example, our websites may collect IP addresses and cookies through automated means.
- Internet service providers and social media networks.
- Data analytics providers.
- Joint marketing partners who perform activities at the direction of Enbridge.
- Affiliates and vendors that interact with us in connection with the goods we offer and the services we perform.
- Government agencies from which public records are obtained.
How Do We Use Personal Information
We may collect, use and/or share the categories of personal information listed above, in accordance with applicable laws, regulations, and this Privacy Notice, for one or more of the following purposes:
- Servicing Your Account such as:
- Enrolling you as a customer and managing your account.
- Determining your eligibility for particular products and services.
- Providing access to your account electronically.
- Verifying your identity and maintaining customer security.
- Providing our products and services as requested by you.
- Providing vendor products and services as requested by you.
- Providing customer service and enhancing your customer experience.
- Billing your account and processing payment.
- Carrying out our obligations and enforcing our rights arising from any contracts entered into between you and us, including for billing and collections.
- Communicating With You such as:
- Responding to your requests and questions.
- Presenting our website to you.
- Notifying you about updates or changes that may affect your services or access to our website or applications.
- Sharing important information or alerts with you (for example, during a major storm).
- Sending our newsletters to which you subscribe.
- Providing you with email notifications, event registrations, and other notices concerning our products or services that may be of interest to you.
- Operating Enbridge’s Business such as:
- Managing, maintaining, and developing plans for our services and our electric and gas systems.
- Supporting our business functions.
- Developing plans for renewable energy and energy conservation programs.
- Improving our products and services.
- Undertaking internal testing, research, and analysis for technological and product development.
- Maintaining utility and systems security and detecting and prosecuting security incidents.
- Detecting and/or repairing system performance issues.
- Managing relationships with vendors.
- Assessing candidates for employment.
- Evaluating or conducting a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as an ongoing concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by us is among the assets transferred.
- Performing Marketing Activities such as:
- Notifying you about available products and services.
- Offering related products and services.
- Administering promotional offers or contests that you participate in.
- Providing personalized ads and web content.
- Conducting market research and customer surveys.
- Creating customer prospect lists.
- Providing analytic services and/or enabling certain vendors to provide similar services on behalf of Enbridge.
- Offering customer or service-related programs (for example, green power, weatherization, and energy assistance programs).
- Providing Third Party Services such as enabling vendors, on our behalf, to provide you or your household products or services you request or may be interested in (for example, home energy audits, assessing applicability of green power programs, home/appliance repair plans).
- Fulfilling Legal Duties such as:
- Cooperating with governmental energy aggregators, regulatory authorities, and state tax collection authorities.
- Responding to law enforcement requests.
- Complying with an applicable law, court order, commission request, or request from other state or federal governmental agencies with legal authority to obtain such personal information.
- Taking action when the company has formed a good-faith belief that disclosure of information is necessary to protect the rights and property of Enbridge, and/or its affiliates or its customers.
- Assisting emergency responders in situations of immediate threat to life or property.
- We also may collect, use or share your information for other reasons. In such an instance, the use or sharing of the information will be described to you upon the collection of the information.
With Whom Do We Share Personal Information?
Enbridge respects the privacy of your information and aims to limit its disclosure; however, Enbridge may share personal information in certain circumstances and in accordance with applicable laws and restrictions. We may share your personal information with:
- Our subsidiaries and affiliates.
- Internet service providers and social media networks.
- Data analytics providers.
- Affiliates, agencies and/or vendors that interact with us in connection with the goods we offer and the services we perform, including Non-affiliated vendors or agencies, such as subcontractors providing requested goods and services, payment processors, customer survey administrators, and energy assistance agencies.
- Third parties to whom you or your agents authorize us to disclose your personal information.
- Regulators and governmental authorities.
When we share personal information with others, Enbridge implements reasonable contractual protections to limit third party use of your personal information. Enbridge does not sell consumers' personal information for direct monetary consideration.
Protecting Children's Privacy Online
Enbridge does not knowingly collect any information from any individual under 13 years of age. If you are under 13 years of age and using this website, please do not give us any personal information. If you need help, please ask a trusted adult.
Visiting the Enbridge Website
Some Enbridge websites and mobile applications use cookies, web beacons, and other similar tracking technologies to enable essential features or for data analytics and marketing purposes. For example, we use cookies and other tracking technologies to optimize the functionality of our website, to help us understand how our website is used, and to enhance your browsing experience.
We also allow some third parties to place cookies on our websites and mobile applications.
To respect your privacy, by default, we have deactivated cookies with the exception of essential cookies. These cookies are required for the proper functioning of our website, allowing you to browse in an optimal and secure manner. Essential cookies do not collect your personal information. You may choose which types of cookies to allow and can change your preferences at any time by clicking “Manage cookies” on the bottom of our website.
Security
Protecting personal information is a top priority for Enbridge. We take reasonable and appropriate safeguards to secure and protect the privacy, accuracy, and reliability of your information and to protect it from loss, misuse, unauthorized access, disclosure, alteration and destruction. However, no information can be guaranteed to be 100 percent secure.
Communications
This section of the Privacy Notice provides information about communications from Enbridge and certain options you may have. Please note, participation in certain Enbridge products or services require we communicate with you in certain ways that cannot be modified based on individual preference (for example, participation in certain outage notification programs requires acceptance in receiving automated phone alerts; participation in e-billing requires a valid email address).
- Utility Service-Related Telephone Communications:Enbridge may call or text you regarding matters closely related to your utility service at the telephone number(s) you provide associated with your utility account. This may include, but is not limited to, the use of pre-recorded/artificial voice messages and/or automatic telephone dialing systems. You are responsible for updating the telephone number(s) associated with your account. To update your account, please visit Contact Us | Ohio | Enbridge Gas for our contact information.
- Postal Mail: You may receive marketing solicitations via postal mail from Enbridge, or our joint marketing partners or other authorized third-parties. To opt-out of such communications, please visit Contact Us | Ohio | Enbridge Gas for our contact Information.
- Email:
- You may receive email communications from us in connection with your use of our products and services, such as when you sign up for an account online or perform an online transaction (for example, paying your bill or requesting a new password). For specific information regarding changing email communication preferences associated with your account, please contact us using the information in the “Contact Information” section.
- In some cases, we may contact you to let you know about new products or services that may be of interest to you. These marketing emails will include an “unsubscribe” instruction (usually found at the bottom of the email) that you may use to opt out of receiving future marketing-related emails.
- Text Messaging: If you enroll in one of our text messaging services (e.g. Outage Reporting), you may opt-out by sending STOP to any text message you receive or by following the opt-out instructions in the message. If you need additional assistance to “opt-out” of receiving such information, please visit Contact Us | Ohio | Enbridge Gas for our contact Information.
- Mobile Applications: You may opt-out of receiving notifications through our mobile applications. Either select the option to “not allow” on the notification prompt the first time you open the app, or if notifications are already enabled, disable them for the app through Settings on your mobile device.
- Targeted Communications on Social Media Sites: We use social media sites such as Facebook and X (formerly known as “Twitter”) to communicate with you about our programs and services. You can follow us on these social media sites to receive regular updates. These sites also allow us to present specific advertisements to you based on the personal information that both we and the social media sites maintain about you. We may share your personal information with social media sites for the purpose of providing you with customized ads. In some states, this may be considered a “sale” unless the social media site is acting as our “service provider” as that term is defined by law.
Links to Other Websites
Our websites and mobile applications link to other websites that are not operated or controlled by Enbridge. We do not monitor or control, and are therefore not responsible for, the privacy practices or the content of linked external websites. We recommend reviewing the privacy policies for any linked websites you visit.
Changes to Our Privacy Notice
We may make changes to this Privacy Notice periodically and will provide at the top of this Notice the date it was most recently updated. Using our websites, mobile applications, or services where this Privacy Notice is posted or noticed constitutes your acceptance of our privacy practices.
Contact Information
If you have any questions about this Privacy Notice or wish to contact us concerning personal information you provided to us, you may reach us by email as follows:
- Email: privacy.office@enbridge.com
Effective January 1, 2004; date of last revision April 24, 2024.
Our commitment
This Privacy Statement is based on the federal Personal Information Protection and Electronic Documents Act ("PIPEDA"). It governs the commercial relationship between Enbridge Gas Inc. ("Enbridge Gas Inc.", "we", "us" etc.) and individuals who are our customers or potential customers ("you").
At Enbridge Gas, we are committed to providing excellent service and to ensuring that our relationship with you is conducted with integrity and in a responsible, fair, honest and ethical manner. Consistent with these objectives we maintain high standards of confidentiality with respect to the personal information in our possession.
If you have any questions about this Privacy Statement or wish to access the personal information in our possession about you, please contact our Privacy Officer.
1.0 Collection, use and disclosure of personal information
1.1 What personal information do we collect?
Personal information is information about you as an individual customer or potential customer and relates specifically to you (such as your name and address). When you first become a customer or whenever you require or renew a service or product from us, we need to collect some of your personal information. However, the personal information that we collect from you is always limited to the purposes that we have identified to you.
1.2 Purposes: Why do we collect personal information?
We ask you to provide us with your personal information for the following purposes:
- To provide natural gas and related energy services, including energy conservation.
- To bill and collect payment for products and services, including e-billing.
- To meet legal and regulatory requirements relating to the services or products.
- To provide information about using energy safely and efficiently and to understand energy needs and preferences and provide information about energy services or products that may be of interest.
- To trace overpayments and return credits to the appropriate person.
- To confirm and authenticate your identity.
- To ensure account security through various methods of account verification (for example, challenge questions, multi-factor authentication, and other means).
If we identify a new purpose for the personal information that we have collected from you, we will provide notice of these new purposes in this Privacy Statement. In cases where the new purpose is not consistent with the original purpose, we will ask you for your consent before using your personal information for the new purpose.
1.3 Consent: Why do we require your permission?
We collect, use or disclose your personal information only with your consent. Your consent may be express or implied, and you may give it to us in writing, verbally, electronically, or through your authorized representative. If you use our products and services, we consider that you have implied your consent for us to collect, use and disclose your personal information for the purposes identified above. You may withdraw your consent at any time, subject to legal and regulatory restrictions and reasonable notice.
In order to determine whether a person has implied consent to access gas account information, Enbridge Gas Inc. may ask and confirm answers to a number of questions about account details. A customer that wishes to restrict account access can make that request through the Enbridge Gas Inc. call centre.
We do not provide or sell customer lists to any outside company for marketing, solicitation or any other such purpose. We will not use or disclose your personal information without your consent except in the following circumstances:
- When required by law or law enforcement purposes.
- For an emergency that threatens life, health or security.
- To bill for or collect a debt that you owe us or a third party on whose behalf we provide billing and collection services, or to evaluate your credit worthiness.
- To a third party that we have contracted with to provide you with services on our behalf or to assist us in understanding your energy needs and preferences.
2.0 Protecting your personal information
2.1 Security safeguards and employee awareness
Keeping your personal information confidential and secure is a priority for us. In order to ensure protection of your personal information and right to privacy, we have developed security procedures to safeguard and protect your personal information against loss, theft, unauthorized disclosure, copying, and unauthorized use or modification.
Our employees are trained to maintain the security and confidentiality of your personal information.
2.2 Agents and third party service providers
Enbridge Gas Inc. contracts with agents, contractors and other third parties for services related to gas distribution, such as billing, call centre support, maintenance and energy safety and energy conservation programs. From time to time, we may need to share some of your personal information with these third parties further to the purposes identified above and in order to serve your needs and in some instance such third parties may communicate directly with you. To a limited extent, Enbridge Gas Inc. contracts with foreign service providers for services such as data processing. These third parties may be required to disclose personal information in response to valid demands or requests from governments, regulators, courts and law enforcement authorities in accordance with the laws of the jurisdiction in which the service provider is located.
"Any third party that we share your personal information with is contractually bound to keep the information confidential and secure and to refrain from using it" in any way other than is necessary to perform the services.
3.0 Your rights
3.1 Accessing your personal information
You have the right to ask whether we hold any personal information about you and to see that information. We will respond to your request for access within 30 days of the request being made.
You could refuse to allow us to obtain, use or share your personal information or you could also withdraw a previously given consent at any time. However, by doing so, depending on the situation, you may be limiting or even preventing our ability to provide you with the service or product you desire.
3.2 Requesting an update or correction
If you believe that any of your personal information is inaccurate, you may ask us to correct it. We will respond to your request to update or correct your personal information within 30 days of the request being made.
3.3 Registering complaints
In the event of any conflict or other concern regarding access to, or the accuracy or our use of, your personal information, you may register a question or complaint with our Privacy Officer.
4.0 Contact information and resources
If you wish to access your personal information, change your consent to the ways in which we may use your personal information, have a complaint about our Privacy Statement or the manner in which we may have handled your personal information, or if you have any other question about our Privacy Statement, please contact our Privacy Officer as follows:
- By mail: Enbridge Gas Inc. 500 Consumers Rd, North York ON M2J 1P8
- By email: privacy.office@enbridge.com
To find out more about federal privacy laws, including the PIPEDA (the law applicable to Enbridge Gas Inc), contact the Office of the Privacy Commissioner of Canada at 1–800–282–1376 or visit its website at www.priv.gc.ca.
5.0 Changes to this Privacy Statement
In order to ensure that our Privacy Statement is kept up to date, we reserve the right to change it from time to time. Any changes will be effective when posted on the website. Please periodically review the Privacy Statement to ensure you are informed of current practices.
6.0 Visiting the Enbridge Gas website
A visitor to the Enbridge Gas website, enbridgegas.com, is not required to reveal any personal information, such as name, address, or telephone number. Nor is such information collected passively by electronic means, except as outlined below.
Your personal information is collected when you voluntarily complete an online application, request form, or survey and used in the same manner as any other personal information we collect in the course of providing services to you.
6.1 Use of cookies
We use different types of cookies to enhance your experience on our website. To respect your privacy, by default, we have deactivated cookies with the exception of essential cookies. These cookies are required for the proper functioning of our website, allowing you to browse in an optimal and secure manner. Essential cookies do not collect your personal information. You may choose which types of cookies to allow and can change your preferences at any time by clicking “Manage your cookies” on the bottom of our website. Learn more about what cookies are, how we use them and what your choices are by understanding our cookies policy.
7.0 Enbridge Gas Inc's commitment to the ten privacy principles
- Accountability
Enbridge Gas Inc. is responsible for personal information under its control and has designated a Privacy Officer who is accountable for Enbridge Gas Inc.'s compliance with the ten privacy principles. - Identifying purposes
Enbridge Gas Inc. shall identify the purposes for which personal information is collected at or before the time of collection. - Obtaining consent
The knowledge and consent of a customer are required for the collection, use, or disclosure of personal information, except where inappropriate. - Limiting collection
The collection of personal information shall be limited to that which is necessary for the purposes identified by Enbridge Gas Inc. Personal information shall be collected by fair and lawful means. - Limiting use, disclosure and retention
Enbridge Gas Inc. shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Enbridge Gas Inc. shall retain personal information only for as long as necessary to achieve fulfillment of the identified purposes. - Keeping personal information accurate
Enbridge Gas Inc. shall keep personal information as accurate, complete, and up–to–date as is necessary for the purposes for which it is to be used. - Safeguarding personal information
Enbridge Gas Inc. shall protect personal information by security safeguards appropriate to the sensitivity of the information. - Openness concerning our privacy practices
Enbridge Gas Inc. shall ensure that specific information about its policies and practices relating to the management of personal information is made readily available to customers and potential customers. - Customer access
Enbridge Gas Inc. shall, upon request, inform a customer of the existence, use, and disclosure of his or her personal information and shall give such customer access to that information. - Challenging compliance
A customer shall be able to address a challenge concerning Enbridge Gas Inc.'s compliance with PIPEDA to Enbridge Gas Inc's Privacy Officer.
8.0 Changes to Privacy Statement
We reserve the right to modify this Privacy Statement at any time, so please review it frequently. If we make material changes to the Statement, we will notify you on our home page.
At Enbridge, we value the trust you place in us when you provide us with your personal information. We take your privacy seriously and are committed to protecting it. This Privacy Notice describes the privacy practices of Enbridge’s US Utilities, including subsidiaries, divisions, and affiliates that link to this Privacy Notice. This Privacy Notice applies only to the websites, mobile applications, services, or other points of collection upon which it is posted or noticed.
Each state is different
Enbridge operates utilities in several states. Each state has different laws and regulations governing how we collect, use and share personal information. This Privacy Notice generally describes how Enbridge’s US Utilities handle personal information. It also contains information or links to information specifically required by certain states, which may or may not be applicable to you depending upon your state of residency. Some examples provided below may or may not be applicable in your state.
What personal information do we collect?
Enbridge US Utilities collect information to provide better services to our customers, job applicants, and other visitors to or users of our websites and mobile applications. Some of this information identifies, relates to, or is capable of being associated with a particular individual or household (“personal information”).
The table below describes the personal information we may collect. Please note that some information is collected incidental and collateral to primary information collection. For example, to verify your identity, we may require a copy of your driver's license which contains personal information that is not used by Enbridge, for instance your race or sex.
| Categories | Some Categories Include |
|---|---|
| Personal identifiers | Information that can be used to identify you, such as your name, address, contact information, IP address, username, email address, phone number, or other unique personal identifiers such as cookies and beacons. |
| Other types of personal information | Education information, employment information, and certain types of financial or health information. |
| Characteristics of legally protected classes | Marital status, veteran or military status, and other demographic information. |
| Commercial information | Records of personal property, products or services purchased or considered, and consuming tendencies such as energy usage information. |
| Biometric information | Biological characteristics used to identify you, such as fingerprints. |
| Internet or other similar network activity | Information regarding your interaction with our websites or mobile applications. |
| Geolocation data | Physical location. For example, to provide information regarding utility outages. |
| Sensory data | Audio information, such as voicemails or calls recorded for quality assurance purposes. |
| Professional or employment-related information | Current or past job history. |
| Non-public education information | Education records directly related to a student maintained by an educational institution, such as a transcript. |
| Inferences drawn from other personal information | Profile reflecting a person's preferences or tendencies. |
| Sensitive personal information | Social Security number, driver's license number, state identification card, passport number, account log-in information, racial or ethnic origin, citizenship or immigration status, sex, mental or physical health diagnosis. |
Personal information does not include publicly available information or aggregated or de-identified information.
From Whom Do We Collect Personal Information
We obtain the categories of personal information listed above from the following categories of sources:
- You or your agents, directly or indirectly. For example, from forms that you provide to us related to the goods and services we provide you, or from information we collect through your interactions with us (for instance when you call customer service).
- Our websites and mobile applications that may track your activity. For example, our websites may collect IP addresses and cookies through automated means.
- Internet service providers and social media networks.
- Data analytics providers.
- Joint marketing partners who perform activities at the direction of Enbridge.
- Affiliates and vendors that interact with us in connection with the goods we offer and the services we perform.
- Government agencies from which public records are obtained.
How do we use personal information
We may collect, use and/or share the categories of personal information listed above, in accordance with applicable laws, regulations, and this Privacy Notice, for one or more of the following purposes:
- Servicing your account such as:
- Enrolling you as a customer and managing your account.
- Determining your eligibility for particular products and services.
- Providing access to your account electronically.
- Verifying your identity and maintaining customer security.
- Providing our products and services as requested by you.
- Providing vendor products and services as requested by you.
- Providing customer service and enhancing your customer experience.
- Billing your account and processing payment.
- Carrying out our obligations and enforcing our rights arising from any contracts entered into between you and us, including for billing and collections.
- Communicating with you such as:
- Responding to your requests and questions.
- Presenting our website to you.
- Notifying you about updates or changes that may affect your services or access to our website or applications.
- Sharing important information or alerts with you (for example, during a major storm).
- Sending our newsletters to which you subscribe.
- Providing you with email notifications, event registrations, and other notices concerning our products or services that may be of interest to you.
- Operating Enbridge’s business such as:
- Managing, maintaining, and developing plans for our services and our electric and gas systems.
- Supporting our business functions.
- Developing plans for renewable energy and energy conservation programs.
- Improving our products and services.
- Undertaking internal testing, research, and analysis for technological and product development.
- Maintaining utility and systems security and detecting and prosecuting security incidents.
- Detecting and/or repairing system performance issues.
- Managing relationships with vendors.
- Assessing candidates for employment.
- Evaluating or conducting a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as an ongoing concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by us is among the assets transferred.
- Performing marketing activities such as:
- Notifying you about available products and services.
- Offering related products and services.
- Administering promotional offers or contests that you participate in.
- Providing personalized ads and web content.
- Conducting market research and customer surveys.
- Creating customer prospect lists.
- Providing analytic services and/or enabling certain vendors to provide similar services on behalf of Enbridge.
- Offering customer or service-related programs (for example, green power, weatherization, and energy assistance programs).
- Providing third party services such as enabling vendors, on our behalf, to provide you or your household products or services you request or may be interested in (for example, home energy audits, assessing applicability of green power programs, home/appliance repair plans).
- Fulfilling legal duties such as:
- Cooperating with governmental energy aggregators, regulatory authorities, and state tax collection authorities.
- Responding to law enforcement requests.
- Complying with an applicable law, court order, commission request, or request from other state or federal governmental agencies with legal authority to obtain such personal information.
- Taking action when the company has formed a good-faith belief that disclosure of information is necessary to protect the rights and property of Enbridge, and/or its affiliates or its customers.
- Assisting emergency responders in situations of immediate threat to life or property.
- We also may collect, use or share your information for other reasons. In such an instance, the use or sharing of the information will be described to you upon the collection of the information.
With whom do we share personal information?
Enbridge respects the privacy of your information and aims to limit its disclosure; however, Enbridge may share personal information in certain circumstances and in accordance with applicable laws and restrictions. We may share your personal information with:
- Our subsidiaries and affiliates.
- Internet service providers and social media networks.
- Data analytics providers.
- Affiliates, agencies and/or vendors that interact with us in connection with the goods we offer and the services we perform, including Non-affiliated vendors or agencies, such as subcontractors providing requested goods and services, payment processors, customer survey administrators, and energy assistance agencies.
- Third parties to whom you or your agents authorize us to disclose your personal information.
- Regulators and governmental authorities.
When we share personal information with others, Enbridge implements reasonable contractual protections to limit third party use of your personal information. Enbridge does not sell consumers' personal information for direct monetary consideration.
Protecting children's privacy online
Enbridge does not knowingly collect any information from any individual under 13 years of age. If you are under 13 years of age and using this website, please do not give us any personal information. If you need help, please ask a trusted adult.
Visiting the Enbridge website
Some Enbridge websites and mobile applications use cookies, web beacons, and other similar tracking technologies to enable essential features or for data analytics and marketing purposes. For example, we use cookies and other tracking technologies to optimize the functionality of our website, to help us understand how our website is used, and to enhance your browsing experience.
We also allow some third parties to place cookies on our websites and mobile applications.
To respect your privacy, by default, we have deactivated cookies with the exception of essential cookies. These cookies are required for the proper functioning of our website, allowing you to browse in an optimal and secure manner. Essential cookies do not collect your personal information. You may choose which types of cookies to allow and can change your preferences at any time by clicking “Manage cookies” on the bottom of our website.
Security
Protecting personal information is a top priority for Enbridge. We take reasonable and appropriate safeguards to secure and protect the privacy, accuracy, and reliability of your information and to protect it from loss, misuse, unauthorized access, disclosure, alteration and destruction. However, no information can be guaranteed to be 100 percent secure.
Communications
This section of the Privacy Notice provides information about communications from Enbridge and certain options you may have. Please note, participation in certain Enbridge products or services require we communicate with you in certain ways that cannot be modified based on individual preference (for example, participation in certain outage notification programs requires acceptance in receiving automated phone alerts; participation in e-billing requires a valid email address).
- Utility service-related telephone communications: Enbridge may call or text you regarding matters closely related to your utility service at the telephone number(s) you provide associated with your utility account. This may include, but is not limited to, the use of pre-recorded/artificial voice messages and/or automatic telephone dialing systems. You are responsible for updating the telephone number(s) associated with your account. To update your account, please visit our contact us page.
- Postal Mail: You may receive marketing solicitations via postal mail from Enbridge, or our joint marketing partners or other authorized third-parties. To opt-out of such communications, please visit our contact us page.
- Email:
- You may receive email communications from us in connection with your use of our products and services, such as when you sign up for an account online or perform an online transaction (for example, paying your bill or requesting a new password). For specific information regarding changing email communication preferences associated with your account, please contact us using the information in the “Contact Information” section.
- In some cases, we may contact you to let you know about new products or services that may be of interest to you. These marketing emails will include an “unsubscribe” instruction (usually found at the bottom of the email) that you may use to opt out of receiving future marketing-related emails.
- Text messaging: If you enroll in one of our text messaging services (e.g. Outage Reporting), you may opt-out by sending STOP to any text message you receive or by following the opt-out instructions in the message. If you need additional assistance to “opt-out” of receiving such information, please visit our contact us page.
- Mobile applications: You may opt-out of receiving notifications through our mobile applications. Either select the option to “not allow” on the notification prompt the first time you open the app, or if notifications are already enabled, disable them for the app through Settings on your mobile device.
- Targeted communications on social media sites: We use social media sites such as Facebook and X (formerly known as “Twitter”) to communicate with you about our programs and services. You can follow us on these social media sites to receive regular updates. These sites also allow us to present specific advertisements to you based on the personal information that both we and the social media sites maintain about you. We may share your personal information with social media sites for the purpose of providing you with customized ads. In some states, this may be considered a “sale” unless the social media site is acting as our “service provider” as that term is defined by law.
Utah Residents
This section provides information specific to Utah Residents.
As of June 1, 2024, Enbridge acquired Dominion Energy Utah, now known as Enbridge Gas Utah.
Privacy requests
If you are a Utah resident, Enbridge Gas Utah's Consumer Rights Requests are available via the links below, and you may request the following:
- Confirmation from Enbridge Gas Utah that we hold personal information about you; to submit such request, please complete the following form: Utah Request to Confirm.
- A copy of your personal information you provided to Enbridge Gas Utah; to submit such a request, please complete the following form: Utah Request to Access.
- A deletion of your personal information held by Enbridge Gas Utah; to submit such request, please complete the following form: Utah Request to Delete.
Sale of personal data
Enbridge does not sell personal data as defined by Utah law.
Sensitive data
As described in this Privacy Notice, Enbridge Gas Utah may process certain personal information that is considered “Sensitive Data” as defined by Utah law. Processing of sensitive data only occurs when you knowingly take affirmative action to provide such information to us for processing.
Targeted advertising
As described under the “Communications” section of this Privacy Notice, Enbridge Gas Utah may share your personal information with social media sites for the purpose of providing you with customized ads through targeted advertising as defined by Utah law. To opt-out of Targeted Advertising, please complete the following form: Utah Request to Opt Out of Targeted Advertising.
As described under the “Cookies & Online Advertising” section of this Privacy Notice, some of Enbridge’s websites and mobile applications use cookies, web beacons and other similar tracking technologies to enable essential features, or for data analytics and marketing purposes. You may opt-out of these technologies by modifying your cookie preferences in our “Privacy Preference Center” located by clicking the “cookie” shaped icon on our website.
Utah inquiries: If you are a Utah resident and have questions about the Privacy Notice, you may reach us as follows:
- Email: privacy.office@enbridge.com
Links to other websites
Our websites and mobile applications link to other websites that are not operated or controlled by Enbridge. We do not monitor or control, and are therefore not responsible for, the privacy practices or the content of linked external websites. We recommend reviewing the privacy policies for any linked websites you visit.
Changes to our privacy notice
We may make changes to this Privacy Notice periodically and will provide at the top of this Notice the date it was most recently updated. Using our websites, mobile applications, or services where this Privacy Notice is posted or noticed constitutes your acceptance of our privacy practices.
Contact information
If you have any questions about this Privacy Notice or wish to contact us concerning personal information you provided to us, you may reach us by email, telephone or US Mail as follows:
- Email: privacy.office@enbridge.com
