PRIVACY NOTICE FOR CUSTOMERS
Shetland Heat Energy & Power Ltd, in accordance with the General Data Protection Regulation (GDPR), have implemented this privacy notice to inform you, our customers, of the types of data we process about you. We also include within this notice the reasons for processing your data, the lawful basis that permits us to process it, how long we keep your data for and your rights regarding your data.
1.DATA PROTECTION PRINCIPLES
Under GDPR, all personal data obtained and held by us must be processed according to a set of core principles. In accordance with these principles, we will ensure that:
processing is fair, lawful and transparent
data is collected for specific, explicit, and legitimate purposes
data collected is adequate, relevant and limited to what is necessary for the purposes of processing
data is kept accurate and up to date. Data which is found to be inaccurate will be rectified or erased without delay
data is not kept for longer than is necessary for its given purpose
data is processed in a manner that ensures appropriate security of personal data including protection against unauthorised or unlawful processing, accidental loss, destruction or damage by using appropriate technical or organisation measures
2. TYPES OF DATA HELD
We keep several categories of personal data on our customers in order to carry out effective and efficient processes. We keep this data in a file relating to each customer and we also hold the data within our computer systems.
Specifically, we hold the following types of data:
personal details such as name, address, phone number, email address
bank account details
3. COLLECTING YOUR DATA
You provide several pieces of data to us directly mainly by means of a customer agreement for the sale of heating and hot water. Many of our customers also provide us bank account details by means of a customer direct debit mandate.
Personal data is kept in physical customer files or in files within the company’s computer systems.
4. LAWFUL BASIS FOR PROCESSING
The law on data protection allows us to process your data for certain reasons only. In the main, we process your data in order to fulfil our obligation to provide you with hot water.
5. FAILURE TO PROVIDE DATA
Your failure to provide us with data may mean that we are unable to fulfil our requirements for entering into a contract of with you. This could include being unable to offer you our service of supplying hot water.
6. WHO WE SHARE YOUR DATA WITH
Employees within our company who have responsibility for administration and technical duties may have access to your data, which is relevant to their function. All employees with such responsibility are trained in ensuring data is processed in line with GDPR.
Data is shared with third parties for the following reasons:
Customer repairs to our equipment
Prepayment sales troubleshooting
We do not share your data with bodies outside of the European Economic Area.
7. PROTECTING YOUR DATA
We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented processes to guard against such.
8. CUSTOMER RIGHTS
You have the following rights in relation to the personal data we hold on you:
the right to be informed about the data we hold on you and what we do with it;
the right of access to the data we hold on you.
the right to have data deleted in certain circumstances. This is also known as ‘erasure’;
the right to restrict the processing of the data;
the right to transfer the data we hold on you to another party. This is also known as ‘portability’;
the right to object to the inclusion of any information;
the right to regulate any automated decision-making and profiling of personal data.
Where you have provided consent to our use of your data, you also have the right to withdraw that consent at any time.
MAKING A COMPLAINT
If you think your data rights have been breached, you are able to raise a complaint with the Information Commissioner (ICO). You can contact the ICO at Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF or by telephone on 0303 123 1113 (local rate) or 01625 545 745.
10. DATA PROTECTION COMPLIANCE
Our appointed data controller is Derek Leask, Shetland Heat Energy and Power Ltd. Gremista, Lerwick, ZE1 0TA. Telephone 01595 745151.
The Lerwick District Heating scheme is running as normal.
Customers please note, we are currently experiencing issues with our online payments. We apologise for any inconvenience.
In the meantime, should you wish to make a payment online, you can go to to this website www.shetland.gov.uk/online_payments/