Privacy Policy

Phoenix Energy Holdings Limited (PEHL) Privacy Policy

Introduction

The Phoenix Energy Holdings Group of Companies (‘the Group’) includes the two operating Companies, Phoenix Natural Gas Limited 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. We respect and value the privacy of everyone 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. 

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 doesn’t 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.

Topics:

  • What information we collect about you?
  • How we will use the information about you?
  • Marketing.
  • Access to your information and correction.
  • How long do we hold information about you?
  • The use of website Cookies (hyperlink) and other websites.
  • Changes to our Privacy Policy.
  • How to contact us.

When you register interest to get connected to the natural gas network

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 contact you via email or phone to arrange a Phoenix Natural Gas Energy Advisor appointment at your property.

Website usage may be collected using Cookies 

How we will use the information about you?

If natural gas is not available to your property, we will retain your personal information to allow us to contact you should natural gas become available at your property.

We will retain your personal information for no longer than 5 years from original registration of interest or 2 years from the date that gas becomes available to your property (whichever is sooner). Unless you instruct us otherwise, we will inform you within these time-frames should natural gas become available to your property. You can ask that this detail is deleted within the period by contacting Phoenix Natural Gas.

If you do not wish us to contact you regarding our services going forward please let us know by emailing us at info@phoenixnaturalgas.com or Write to us at: Customer Services, Phoenix Natural Gas Ltd, 197 Airport Road, Belfast BT3 9ED.

When you complete a Gas Connection Application

What information do we collect about you?

We will collect personal information about you for the purpose of managing the gas connection application. This will be collected on our paper Gas Connection Application and Agreement Form.

Website usage may be collected using Cookies.

Upon completing a gas connection application form, we may contact you with additional information that we believe may be helpful in assisting your new connection to the Phoenix Natural Gas Network.

We will retain your personal information for no longer than 1 year unless you instruct us otherwise.

How we will use the information about you?

When you have requested a connection to the Phoenix Natural Gas Network

We will process personal information about you to deal with the connection of your property to the natural gas network.

How we will 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  the relevant Gas Suppliers licensed to supply gas in  our Natural Gas Network area, our contractors and sub-contractors and your Gas Safe Registered Installer (as recorded by you) and other members of the Phoenix Group in the performance of a contract we have with you.  We may share information with your legally appointed representative acting on your behalf or other people who have an interest (such as landlords, letting agents and occupiers of the property) in order to maintain and manage the contract we have with you.

We may also use your personal information for the following purposes:

  • Identify and prevent crime, fraud or loss.
  • For legal or regulatory purposes.
  • For any future legal action.
  • Create statistics, test 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.

We may use your information to make decisions about you and how likely we think that there is a safety risk to the natural gas network. 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.

When you have connected to the Phoenix Natural Gas Network

Once connected to the natural gas network we will process personal information about you to deal with your requests for post connection enquiries that include:

  • Gas Meter Box Repairs
  • Gas Meter Box Key Requests
  • Book a Boiler Check/Repair 

We may allow other people and organisations to use your information including all the relevant Gas Suppliers licensed to supply gas in our Natural Gas Network area, our contractors and sub- contractors and your Gas Safe Registered Installer (as recorded by you) and other members of the Phoenix Group in the performance of a contract we have with you.  We may share information with your legally appointed representative acting on your behalf or other people who have an interest (such as landlords, letting agents and occupiers of the property) in order to maintain and manage the contract we have with you.

We may also use your personal information for the following purposes:

  • Identify and prevent crime, fraud or loss.
  • For legal or regulatory purposes.
  • For any future legal action.
  • Create statistics, test 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.

We may use your information to make decisions about you and how likely we think that there is a safety risk to the natural gas network. 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.

When you contact us

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 we will 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. We may pass your personal information to a trusted 3rd party (e.g. a sub-contractor) who may assist with your enquiry.

Your personal information will not be used for marketing purposes.

Website usage may be collected using Cookies.

When you make a complaint

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 we will 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.

When you dial before you dig

What information do we collect about you?

When you contact us for health and safety information or guidance, we will collect your personal data.

How we will use the information about you?

We will use your information to get in touch with 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.

Careers and apprenticeships

What information do we collect about you?

The information provided by you in relation to an application for employment or an apprentice scheme.

How we will use the information about you?

Your personal information which may include sensitive 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 purpose.

Website usage may be collected using Cookies.

Energy for Children Charity

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 we will 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.

Reporting Energy Theft

What information do we collect about you?

We will only collect the information you present to us in relation to reporting suspected energy theft.

How we will 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.

ServiceCare

What information do we collect about you?

We will only collect the information you present to us in relation to your interest of obtaining a boiler warranty with ServiceCare Boiler Cover.

How we will use the information about you?

We will only process your personal information with your (opt in) consent to pass your personal information to ServiceCare which is an external entity and they will manage your interest and any subsequent contract you may enter into with them.

Website usage may be collected using Cookies.

Marketing

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 at a later date.

We will also collect personal information about you when you voluntarily complete customer surveys, provide feedback and participate in competitions

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@phoenixnaturalgas.com or write to us at the following address:

Customer Services

Phoenix Natural Gas Limited

197 Airport Road West

Belfast

BT3 9ED

For how long is your personal information retained by us?

Unless we explain otherwise to you, we’ll hold your personal information based on the following criteria:

  • For as long as we have reasonable business needs, such as managing our relationship with you and managing our operations: and/or
  • 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; and/or
  • In accordance with any legal and regulatory requirements or guidance.
  • With your expressed consent.

Other websites

Our website provides 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.

Changes to our Privacy Policy

We keep our Privacy Policy under regular review. This Privacy Policy was last updated on 21/11/2019.

What are your rights under data protection laws?

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 of your personal information. If we are not in a position to carry out your request, we will notify you of the reasons.
  • The right to restrict 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.

Access to your information and correction

You are entitled to have a copy of the information we hold on you. 

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 Natural Gas Limited
197 Airport Road West
Belfast
BT3 9ED

You may also call us on: 0345 55 55 55

We keep your personal information private and safe — and put you in control.

We keep your personal information private and safe — and put you in control.