What Personal Information Do We Collect?
We collect only the personal information that we need for the purposes of providing energy services to our customers, including:
For Account Management:
- Name, address, telephone number, and email address
- Date of birth and identification verification information
- Banking information for payment processing
- Credit history and financial information for credit assessment
For Service Delivery:
- Energy consumption data and usage patterns
- Meter readings and premise information
- Billing and payment history
- Service connection and disconnection records
For Customer Service:
- Communication preferences
- Customer service inquiries and complaints
- Survey responses and feedback
- Emergency contact information
For Regulatory Compliance:
- Information required by Service Alberta, the Alberta Utilities Commission or any other applicable regulator
- Information required for settlement and reporting purposes
- Information needed for emergency situations
We normally collect customer information directly from our customers. We may collect your information from other persons with your consent or as authorized by law, including:
- Credit reporting agencies
- Previous energy retailers
- Distribution companies
- Regulatory authorities
We inform our customers, before or at the time of collecting personal information, of the purposes for which we are collecting the information, except when you volunteer information for an obvious purpose (such as providing payment information to process a transaction).
Use of Service Providers Outside Canada
Sponsor Energy Inc. may engage service providers located outside Canada, particularly in the United States, for:
- Data storage and backup services
- Customer billing and payment processing
- Customer service support
- Technology maintenance and support
- Emergency communication services
When we use service providers outside Canada, your personal information may be subject to the laws of those jurisdictions and may be accessible by courts, law enforcement, and national security authorities of that jurisdiction.
Consent
We ask for consent to collect, use, or disclose customer personal information, except in specific circumstances where collection, use, or disclosure without consent is authorized or required by law.
Types of Consent:
- Express consent: Required for sensitive personal information, such as financial or credit information
- Implied consent: May be used when the purpose is obvious, such as providing your address for service connection
- Opt-out consent: May be used for marketing communications and non-sensitive information sharing
Withdrawing Consent: You may withdraw consent to the use and disclosure of personal information at any time, unless the personal information is necessary for us to fulfill our legal obligations. We will respect your decision, but we may not be able to provide you with certain products and services if we do not have the necessary personal information.
We may collect, use, or disclose customer personal information without consent only as authorized by law, including:
- Emergency situations that threaten life, health, or safety
- Collection of debts owed to our organization
- Compliance with court orders or legal investigations
- Meeting regulatory requirements
How We Use and Disclose Personal Information Information?
We use and disclose customer personal information only for the purposes for which the information was collected, except as authorized by law:
Primary Uses:
- Establishing and maintaining your energy service account
- Billing and payment processing
- Customer service and support
- Energy delivery and meter reading
- Credit assessment and collection activities
- Regulatory reporting and compliance
- Disclosure to Third Parties: We may disclose your personal information to:
- Distribution companies for service connection/disconnection
- Credit reporting agencies
- Collection agencies for overdue accounts
- Government agencies and regulators as required by law
- Service providers performing functions on our behalf
- Emergency services in situations threatening life, health, or safety
Any disclosure is made on a strictly confidential basis in accordance with applicable laws, and information is used only for the purpose for which it was shared.
If we wish to use or disclose your personal information for any new business purpose, we will ask for your consent.
How We Safeguard Personal Information
Accuracy: We make every reasonable effort to ensure that customer information is accurate and complete. We rely on customers to notify us of changes to their personal information. You may request correction of errors at any time.
Security Measures: We protect customer personal information with security safeguards appropriate to the sensitivity of the information, including:
- Physical security measures at our facilities
- Technological safeguards for electronic data
- Administrative controls limiting employee access on a “need to know” basis
- Secure disposal of records containing personal information
Data Breach Response: We will notify the Office of the Information and Privacy Commissioner of Alberta without unreasonable delay of any security breach affecting personal information that creates a real risk of significant harm to individuals.
Retention: We retain customer personal information only as long as reasonable to fulfill the purposes for which it was collected or for legal or business purposes. We destroy or render non-identifying all records containing personal information once it is no longer needed.
Access to Your Personal Information
You have the right to access your personal information in our custody or control, subject to some exceptions under PIPA. We may refuse access to information that:
- Would reveal personal information about another individual
- Would reveal confidential business information
- Is subject to legal privilege
- Is contained in mediation records
Making a Request: To request access to your personal information, contact our Privacy Officer in writing:
Privacy Officer
Sponsor Energy Inc.
1740 10th Street SW Calgary, Alberta, T2T 3E8
Customer Service: (855) 545-1160
You must provide sufficient information to allow us to identify the information you are seeking.
Response Time: We will respond to your request within 45 calendar days, unless an extension is granted under PIPA.
Fees: We may charge a reasonable fee to provide information, but not to make corrections. We will advise you of any fees before processing your request.
Marketing Communications
We may use your contact information to provide you with information about products and services that may be of interest to you. You may opt out of marketing communications at any time by:
- Clicking “unsubscribe” in email communications
- Calling our customer service line at 855-545-1160
- Contacting our Privacy Officer at privacy@sponsorenergy.com Note: You cannot opt out of service-related communications necessary for your energy service.
Questions and Complaints
If you have questions or concerns about our collection, use, or disclosure of personal information, please contact our Privacy Officer first:
Privacy Officer
Sponsor Energy Inc.
1740 10th Street SW Calgary, Alberta, T2T 3E8
Customer Service: (855) 545-1160
If you are not satisfied with our response, you may contact:
Office of the Information and Privacy Commissioner of Alberta
Suite 2460, 801 - 6 Avenue SW
Calgary, Alberta T2P 3W2
Phone: 403-297-2728
Toll Free: 1-888-878-4044
Changes to This Policy
We may update this Personal Information Protection Policy from time to time. The current version will always be available on our website at sponsorenergy.com/pages/privacy, and the “Last Updated” date will reflect when changes were made.
Contact Information
Sponsor Energy Inc.
1740 10th Street SW Calgary, Alberta, T2T 3E8
Customer Service: (855) 545-1160
