Electric Vehicle Service Privacy Policy

1. Centrica Electric Vehicle Services and your personal data

When we supply services to you related to electric vehicle charging, the data controller is Centrica Innovations UK Limited.

This is our privacy notice for the electric vehicle services. It explains your statutory rights and how we collect and use your personal data. It describes the processing activities that are carried out by Centrica Innovations in relation to our services, the purposes for which these activities are performed and the legal bases that Centrica Innovations relies upon for these processing activities.

We may update this privacy notice from time to time to ensure it is always up to date and accurate. Any changes we may make to our privacy notice will be posted on this page, and we will communicate any significant changes to you.

You can contact Centrica’s data protection officer by writing to The Data Protection Officer, Centrica Plc, Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD. 

You can also contact our data protection officer at privacy@centrica.com.

2. Personal data we collect

We collect the following types of personal data:

• Your contact details and the contact details of people associated with your account: information that allows us to contact you directly such as your name, email address, telephone number and addresses associated with your account or order.

• Account information and details of other people linked to your account: information about your account with Centrica electric vehicle services including your login details for our mobile applications, date of birth, unique account number, unique customer identification.

• Transaction and payment information: credit/debit card details and bank account details you provide to make payment for the products and services you purchase from us. These are stored only by our nominated payment provider.

• Purchase and account history: records relating to the products and services which you have purchased or used.

• Records of your discussions with our customer support teams, including emails: when you share comments and opinions with us, ask us questions or make a complaint we will keep a record of this. This includes when you send us emails, phone our support team

• How you use mobile applications and websites: we use technology such as cookies (subject to your cookie preferences) when you use our applications or websites, we collect information about the pages you look at and how you use them.

• Exercising your rights: if you exercise any of your statutory rights under data protection law, we will keep a record of this and how we respond.

You are not required to provide to us any of the personal data described above, however, if you do not do so, you may not be able to purchase our products and services or the functionality of our products may be reduced.

3. What we use your personal data for and why

Where we process your personal data because of our contract

We process these items of your personal data to enter or fulfil the contract between us, including:

Reason or purpose

Personal data used

Provide our services to you and maintain your account (including for quality assurance purposes, and handling any complaints you might make)

  • All personal information we collect as listed in Section 2

Take payment for our products and services

  • Your contact details
  • Account information
  • Transaction and payment information
  • Purchase and account history

To deliver service communications (such as bills), and tailoring those communications to your circumstances

  • Your contact details and the contact details of people associated with your account
  • Transaction and payment information

Answer your complaints or questions

  • The personal data which is necessary for us to deal with your complaint, which will depend on the nature of your complaint and your contact preferences
  • Your contact details
  • Account information
  • Transaction and payment information
  • Purchase and account history

 

Where we process your personal data because we have a legitimate interest to

We process these items of your personal data because we have a legitimate interest to do so. We process the following categories of personal data, including:

Reason or purpose

Personal data used

Maintain and improve our products and services, e.g. optimise business processes, quality assurance purposes, support efficient management of our staff, analyse performance of webpages and provide relevant content to you

  • Your contact details
  • Account information
  • Transaction and payment information
  • Purchase and account history
  • Location information
  • Device and machine information

Develop new products and services

  • Your contact details
  • Account information
  • Purchase and account history

Assess which of our products and services that may be of interest to you, e.g. To understand regional demographics and take up, tailor offers and recommendations to customers’ needs and reward loyal customers

  • Your contact details
  • Account information
  • Transaction and payment information
  • Purchase and account history

Direct marketing. If you have not specifically consented to receive direct marketing, we will only send you direct marketing materials where we are allowed to because of law. However we will never send you direct marketing where you have opted out of receiving direct marketing communications

  • Your contact details
  • Account information
  • Rewards
  • How you use mobile applications and websites

For market research purposes, e.g. to understand how you use our products and services or how we might improve them

  • Your contact details
  • Account information
  • Transaction and payment information
  • Purchase and account history

Management information reporting

  • Your contact details
  • Account information
  • Purchase and account history
  • How you use mobile applications and websites

Protection of our staff

  • All personal information we collect as listed in Section 2

Staff training

  • All personal information we collect as listed in Section 2

For the establishment, exercise or defence of legal claims

  • All personal information we collect as listed in Section 2

Maintain accuracy and relevance of your data

  • All personal information we collect as listed in Section 2

 

Where we process your personal data because you have allowed us to

We process these items of your personal data when you have provided your consent to the processing. You may revoke your consent at any point:

Reason or purpose

Personal data used

Push notifications in our app

  • Your contact details
  • Account information

Direct marketing

  • Your contact details
  • Account information  
  • Purchase and account history
  • Transaction and payment information
  • How you use mobile applications and websites

Loyalty and rewards schemes

  • Your contact details
  • Account information
  • Purchase and account history

 

Where we process your personal data so you can’t be identified any more

We may anonymise and aggregate any of the personal data we hold (so that it does not identify you). We may use anonymised and aggregated information for purposes that include testing our IT systems, research, data analysis, improving our site, apps and developing new products and services.

4. Sources we collect your personal data from

We will collect personal data from a number of sources. These include:

• Directly from you: when you set up an account with us, purchase products or services from us, submit information via our websites or apps, complete forms we provide to you, enter our competitions and promotions, make a claim, make a complaint, exercise your statutory rights, contact us by phone, email or communicate with us.

• Our website and mobile applications: we collect information about how you use them and any smart devices you connect to them.

• Other companies we work with: provide us with information to help us deliver our products and services to you. These include:

o Companies in the same group of companies as us: who may provide relevant information about the products and services bought from them.

o Debt collection agencies

• Third party data and insight providers: companies which provide us with relevant information about you which we append to our existing records, to help us operate our business and deliver our services to you.

• Social media: information you submit to our social media accounts.

• Other companies’ apps and products: provide us with information if you connect them to our products or services.

5. Who we share your personal data with

We share personal data with the following categories of third parties.

We never sell your data to a third party for their own marketing use.

Who

Examples

Companies in the same group of companies as us

Our parent company, Centrica Plc

Advertising partners

  • Google
  • Mediacom
  • Awin
  • Rakuten
  • Facebook
  • Indicia
  • Brandwatch
  • Twitter
  • Lithium

Credit and Anti-fraud reference agencies

  • Equifax
  • Experian
  • CallCredit

Debt collection agencies

  • TDX

Debt purchasers and potential purchasers

 

Trial partners

  • Companies we work with to test our new products and services

Companies that help us run our business, support our IT infrastructure and to further understand our customers

 

 

  • Survey Monkey – To answer business questions around customer perception / experience / understanding;
  • Driivz – For the operation of our app software
  • World Pay – for the processing of your financial transactions
  • Mail Chimp – To send you emails;
  • Nexmo – To send you text messages

6. Direct Marketing

Email, SMS, post and telephone marketing: from time to time, we may contact you by email, SMS, telephone or post with information about our products and services we believe you may be interested in.

If you have not consented to receiving direct marketing communications, we will only send these communications to you when permitted to do so by law, but in all circumstances we will respect your marketing preferences which you set when you first create your account with us (or you first deal with us), or which you update from time to time.

You can let us know at any time that you do not wish to receive marketing messages by sending an email to us at privacy@centrica.com. You can also unsubscribe from our marketing by clicking on the unsubscribe link in any email marketing messages or by replying STOP to the number indicated on any marketing text messages we may send to you.

7. Transferring your personal data internationally

Centrica Innovations is part of a global organisation and in common with other organisations, we use third parties located in other countries to help us run our business.  As a result, personal data may be transferred outside the countries where we and our customers are located.  This includes countries outside the European Economic Area ("EEA") and to countries that do not have laws that provide specific protection for personal data.   We have taken steps to ensure all personal data is provided with adequate protection and that all transfers of personal data outside the EEA are done lawfully.  Where we transfer personal data outside of the EEA to a country not determined by the European Commission as providing an adequate level of protection for personal data, the transfers will be under an agreement which covers the requirements for the transfer of personal data outside the EEA, such as the European Commission approved standard contractual clauses.

8. How long we keep personal data for
We will keep your personal data for as long as necessary in order to achieve the processing purposes.

9. Your rights in relation to your personal data

You may have the following rights in relation to your personal data: 

• the right to be informed about the personal data we collect, how your personal data is being used, and from whom we collect your personal data when we obtain it from other sources;

• the right to access the personal data we hold about you;

• the right to request the correction of inaccurate personal data we hold about you;

• the right to request the blocking or deletion of your personal data in some circumstances;

• the right to request that we port elements of your data either to you or another service provider;

• the right to object to us processing your personal data (where we do so only because you have consented, or because we are using automated means to make decisions that affect you); and

• the right to withdraw your consent to processing where consent is the lawful basis (as set out above).

You only have the benefits of some of the above rights in limited circumstances, which depend on the legal reason why we collected your personal data.

To exercise any of the above rights, or if you have any questions relating to your rights, please contact us using the details below.

10. Getting in touch

If you have any privacy-related questions or comments, please contact Centrica’s data protection officer by writing to The Data Protection Officer, Centrica Plc, Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD.

You can also contact our data protection officer at privacy@centrica.com.

If you are unhappy with the way we are using your personal data you can also complain to the UK Information Commissioner’s Office or your local data protection regulator. We are here to help and encourage you to contact us to resolve your complaint first.