Privacy and Cookie Policy

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EDF Energy privacy and cookie policy

Personal Data Privacy what we collect; how we collect and why we collect data about you

EDF Energy respects your privacy and values the trust you place in us when you share your personal data with us. The data we collect about you will depend on your use of this website and your relationship with EDF Energy. To find out more about what personal data we collect, how we collect it and what we use it for, click on the relevant link below. These links take you to our Privacy Notices, which also provide details on which EDF Energy group company is the controller of your data and who to contact if you have any questions as to how we handle your information:

If you are a Customer who has procured, or is seeking to procure, energy supply or services from EDF Energy, please click on the customers privacy notice tab above

If you are an Employee of EDF Energy, pleaseclick here.

If you are a Third Party, such as a visitor to EDF Energy sites, or a contractor working at or with EDF Energy (including agency supplied workers, managed service workers and embedded contractors), pleaseclick here.

This policy and our Privacy Notices will be changed from time to time but if we change anything important about it (e.g. the information we collect, how we use it or why) we will highlight those changes to you.

This section tells you how we use cookies and how you can manage them

Cookies are small text files that are stored on your computer by your web browser. We use them to identify how visitors arrive at our site and the subsequent path they take through it. This helps us to improve our service to you.

EDF Energy does not use cookies to collect or store Personally Identifiable Information (PII).

If you wish to restrict or block cookies set by this Website, or any other website, you can do this through your browser settings. The Help function within your browser should give details of how to do this. Alternatively, you can find more details on how to control or delete cookies at

Please note that you may not be able to use many of the services on our Website or Apps or other websites without cookies.

Our website currently uses cookies and some of our third party suppliers use our Website to set cookies on our behalf for internet marketing and performance optimisation.

While on this Website your web browser may interact with content from different servers and therefore cookies from other sources may be set on your computer during a visit to this site.

EDF Energy uses Optimizely cookies to store information about your visit to our site, helping us understand how our site is being used. We use this information to show you different content that best fits your needs, as well as allowing us to test what type of content is most popular, thus improving the user experience. All information is anonymous. These cookies do not identify you as an individual.

Use the tabs below to view a description of the types of cookie that are used, why they are used and details of the individual cookies.

EDF Energy Customers Limited (we) respects your privacy and values the trust you place in us when you share your personal information with us. This policy sets out how we, as data controller, collect and use your personal information why we use it, with whom we share it, the rights to which you may be entitled and your choices about our use of your personal information, that may arise from you buying and using our products and services.

This policy will be changed from time to time but if we change anything important about this policy (the information we collect, how we use it or why) we will highlight those changes at the top of the policy and provide a prominent link to it for a reasonable length of time following the change.

If you have any questions or need any further clarity please get in touch with our Data Protection Officer:r 90 Whitfield Street, London WIT 4EZ

We collect certain types of information from, or about, you throughout our interaction with you, third party service providers or publicly available sources. This information often consists of things like your name, address, and contact details, but can also include consumption data and metering information. We use this information for the activities we have listed in the table below, including in order for us to provide our services; comply with legal and regulatory obligations; for marketing and reporting purposes; prevention of fraud and investigation of complaints.

This category of information we collect about you includes:

We use this information for certain activities, including to:

Information that you give us in order for us to set up and manage your account:

Your contact details including: your name, address, email address;

Your bank account details and other finance information;

Information about you such as gender; age; occupation; marital status and national identifiers;

Information relating to your previous supplier;

Consumption data and metering information.

Take payment from you and for all other billing purposes;

Help us to ensure that our customers are genuine and to prevent fraud;

Transfer your account to another supplier if necessary;

To facilitate all requirements in order to carry out smart metering obligations, such as assessing eligibility, booking meter installations, taking meter reads;

To tell you about the different services we could offer you, including different payment methods and products.

Its necessary to perform the contract;

We have a legitimate business interest to:

ensure that we can onboard you as a customer and manage your account throughout;

tell you about the various products and services we can offer

Information about the way you use our services:

Details on products or services we have provided or youve purchased;

When and where you made these purchases;

What you paid for them and how you paid;

Whether youve opened electronic communications from us;

Whether youve clicked on links in electronic communications from us or visited pages on our website;

Your meter installations, usage and other metering information such as MPANs;

Marketing information (previous communication data; transaction history);

Information you send us when you register your interest in a product/service/trial or take part in competitions/innovations.

Identify EDF Energy and relatedthird partys products, services and marketing of these that may be of interest to you;

Determine future pricing and tariffs;

Personalise our service of things youre interested in and how you use our services;

Statistical analysis, research, and reporting;

Take part in government or industry initiatives;

Keep a record of the information which you have been provided;

Detect, prevent and investigate suspected and confirmed theft of energy/fraud.

We have a legitimate business interest to:

improve our services and better understand how our customers use them;

ensure that we are better able to personalise our offers to you;

ensure that outstanding debts are paid;

protect our business interests by ensuring that our customers are genuine and consumption is as accurate as possible;

It is necessary to perform the contract;

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information we collect from third party partners and corporate customers which could include:

Credit rating information from credit reference agencies;

Bank details and banking information from your bank;

Bank details and financial information from payment processing companies;

Energy preferences for cross-checking purposes, or to verify data;

Potential customer details, like name and email address, from:

publicly available sources such as the electoral roll; Royal Mail and Council Tax websites in order to confirm that a property has been demolished following notification from a third party; and

price comparison entities; lead generation companies and energy brokers who direct you to us;

Details on products or services we have provided or youve purchased.

A list of these entities can be found here

To help to make decisions regarding credit and related services for you;

Take payment from or give you a refund;

Help us to ensure that our customers are genuine and to prevent fraud;

Statistical analysis and research into our clients;

Combine this information with other kinds of information mentioned above;

Engage brokers of price comparison sites so that they can list our prices and services on their websites/mobile applications and provide you with price comparison services;

Organise the attendance of meter operators at your address to install or monitor usage.

We have a legitimate business interest in:

developing and maintaining relationships with vendors, partners and other companies and dealing with individuals who work for them;

conducting research to improve our services;

It is necessary to perform the contract;

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information that we collect from you in order to comply with all relevant laws, regulations, industry codes and government instructions, and to deal with complaints:

Financial information (bank account details; credit check records; debit/credit card details);

Report to the Department for Business, Energy and Industrial Strategy;

Fulfil government initiatives such as Warm Home Discount scheme;

Monitor and service your account appropriate to your needs;

Update the Priority Services Register and work with the Distribution Network Operators;

Investigate incidences of potential, or actual, theft of energy;

Respond to requests made by law enforcement or regulatory authorities, bodies or agencies, or in the defence of a legal claim.

We need to comply with legal obligations;

We have a legitimate business interest in:

investigating possible/actual incidences of theft;

resolving any complaints we may receive;

ensuring that we comply with our regulatory and legislative obligations;

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent specifically with respect to medical and health data.

Information when you communicate with us whether in person, through our website or via email, over the phone, through social media or via any another medium, including:

The details of your communications with us;

The details of our messages to you;

Monitor customer communications for quality and training purposes;

We have a legitimate business interest in:

understanding customer feedback and in responding to customer communications in a consistent manner;

ensuring that we are better able to personalise our offers to you;

It is necessary to perform the contract;

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information that we collect incidentally from other sources or public sources, including:

Information presented on our social media or wider media platforms such as Facebook or Twitter;

Information collected by security systems;

Information provided by Citizens Advice, the Energy Ombudsman or solicitors;

Information relating to energy consumption and contact details from energy registers, landlords, letting and managing agents, gas transporters and network distributors.

Build and maintain social media branding, and our Branding in general;

Check and confirm validity and maintain accuracy of data we hold in our systems about you or premises we supply;

To locate premises that have been demolished so that we can remove supply

We have a legitimate business interest in:

providing security over our business;

maintaining a public profile within the media;

maintaining the accuracy of data we hold;

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

We may make automated decisions on certain matters. For example, we may do this to decide whether we can provide our services to you based on a credit check. This will be informed by credit scoring where we share your information with credit reference agencies, screening on databases and confirmation of your information (including by third parties). Depending on the outcome of the credit check, a decision will be reached automatically as to whether we are able to provide products or services to you based on your credit worthiness.

If this information is not provided we cannot agree to provide a product or service for you.

There are certain circumstances where we may transfer your personal data to employees, contractors and to other third parties Some examples of when your personal information is transferred to other third party organisations are as follows:

We may share information about you with other members of our group of companies so that we can provide the best service across our group. They are bound to keep your information in accordance with this Privacy Notice;

We may also share your information with certain contractors, service providers or advisors and they may process your personal data for us. They are always required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function. A list of these entities can be foundhere.

If were discussing selling or transferring part or all of our business the information may be transferred to prospective purchasers under suitable terms as to confidentiality or if sold, to buyers who can continue to provide services to you;

If were required to by law, or under any regulatory code or practice we follow, or if we are asked by any public or regulatory authority for example the Police; OFGEM or BEIS or to defend any legal claims.

Your personal data may be shared if it is made anonymous and aggregated, as in such circumstances the information will cease to be personal data.

Where your information will be held

When we share your information, your information may be transferred outside the European Economic Area.

We store our information on cloud servers located in the USA, or engage vendors which do not always have equivalent data protection laws to those applicable in Europe. The transfer of this information is therefore governed by a contract including standard contractual clauses (SCCs) approved by the European Commission. Our client on-boarding team is based in India which does not have equivalent data protection laws to those applicable in Europe. The transfer of information to them is according to company rules that set out how we treat and protect information.

When you provide us with this information you are consenting that we may collect and use it in the way weve set out.

We will keep your information for as long as it is reasonably necessary. It will depend on factors such as whether youve still got an active account or any outstanding debt with us or have interacted with recent offers. We will retain and use your registration information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

We will only transfer data to jurisdictions outside the scope of the European General Data Protection Regulation (GDPR) where the appropriate safeguards set out in the GDPR are in place.

You may have certain rights in relation to your information including a right to access or to correct the information we hold on you. Some of these rights will only apply in certain circumstances however, such as the right to be forgotten or the right to request that we move your information to another company. They will generally not be available if there are outstanding contracts between us, if we required by law to keep the information or if the information is relevant to a legal dispute. If you would like to exercise, or discuss, any of these rights, please contact the Data Protection Officer.

You can remove consent, where you have provided it, at any time, as well as update any of your opt-in marketing preferences by phoning us on , logging into your account on MyAccount, or following thislink.

You can ask us to confirm if we are processing your information.

You can ask for access to your information.

You can ask to correct your information if its wrong.

You can ask us to delete your information.

You have a right to be forgotten and you can ask that our systems stop using your information.

You can ask us to restrict how we use your information.

You can ask us to help you move your information to other companies.

You can ask us to stop using your personal information, but only in certain cases.

You have the right to complain to the relevant supervisory authority.

We are committed to keeping your personal information safe. Weve got physical, technical and administrative measures in place to prevent unauthorised access or use of your information and we ensure that we comply with our own internal security policies. We also require that our suppliers protect such information from unauthorised access use and disclosure.

We will also routinely refresh our information to ensure we keep it up-to-date.

Bespoke cookies set by the EDF Energy website.

Bespoke cookies set by the EDF Energy website

Enables Remember me functionality on login forms, when the option is selected.

Stores the response to the cookie notification popup.

Indicates to the page whether JavaScript is

MyAccount cookies are essential and are used to enable you to move around your self-service area and use its features. Without these cookie services, parts of the MyAccount site may not function correctly.

saplb-Cookie is the load balancing identifier

jsessionid-Cookie is the J2EE session identifier

My-account works with ALIAS names for navigation redirection purpose. When we do enable the portal alias in web.xml then the cookie gets generated by SAP application server

Cookie gets generated as a part of logon to the SAP portal, generated by SAP application server

Barracuda cookies which is duplicate of SAP cookies with digital signatures

Cookies from Barracuda with holds info on authentication

Cookies from Barracuda for load balancing

Temporary cookie stored to pass information between pageviews. Cleared immediately after being read

Only for users in phone quote sales (not public users)

Website analytics cookies are used to identify how users interact with our site, so that we can see things like the most popular pages and the journey users take though our site.

Non-Cross Domain Tracking: 1st Party Cookies

Non-cross domain tracking uses first party cookies only. These cookies are written in the domain of the site being tracked.

Stores the history of traffic sources the user has arrived to the site by

Stores information about the session

Stores the visit definition ts type, number of visits, expiry

Stores a user identifier (only within a site)

Unique identifier for a click generating a landing

Flags that the last page was secure and therefore has no referrer

Stores the referrer details to avoid duplicate Landing events

Flags whether the environment variables (screen size, browser etc) need to be collected again

Cross Domain Tracking: 3rd Party Cookies

Cross-domain tracking uses 3rd party cookies to enable spanning of domains. The availability of third party cookies is tested if not available a 1st party cookie is used instead, with reduced tracking ability.

This is the third party cookie used to store all the other cookie data in concatenated form. The Cookies name has the site ID in it.

This is a 1st party cookie used when access to the third party cookie is blocked. It stores the data similar to the _stc cookie.

Google Analytics cookies are written in the domain of the site being tracked.

This cookie name is asssociated with Google Universal Analytics – which is a significant update to Googles more commonly used analytics service. The new service reduces the reliance on cookies in general, and only sets this and one other – _gat, although Google also say data can be collected without setting any cookies. This cookie is used to distinguishes unique users by assigning a randomly generated number as a client identifier. It is included in each page request in a site and used to calculate visitor, session and campaign data for the sites analytics reports. By default it is set to expire after 2 years, although this is customisable by website owners. sed to calculate visitor, session and campaign data for the sites analytics reports. By default it is set to expire after 2 years, although this is customisable by website owners.

This cookie name is associated with Google Universal Analytics, according to documentation it is used to throttle the request rate – limiting the collection of data on high traffic sites. It expires after 10 minutes. The main purpose of this cookie is: Performance

This cookie is typically written to the browser upon the first visit to your site from that web browser. If the cookie has been deleted by the browser operator, and the browser subsequently visits your site, a new __utma cookie is written with a different unique ID. This cookie is used to determine unique visitors to your site and it is updated with each page view. Additionally, this cookie is provided with a unique ID that Google Analytics uses to ensure both the validity and accessibility of the cookie as an extra security measure.

This cookie is used to establish and continue a user session with your site. When a user views a page on your site, the Google Analytics code attempts to update this cookie. If it does not find the cookie, a new one is written and a new session is established. Each time a user visits a different page on your site, this cookie is updated to expire in 30 minutes, thus continuing a single session for as long as user activity continues within 30-minute intervals. This cookie expires when a user pauses on a page on your site for longer than 30 minutes. You can modify the default length of a user session with the _setSessionCookieTimeout() method.

This is one of the four main cookies set by the Google Analytics service which enables website owners to track visitor behaviour and measure site performance. It is not used in most sites but is set to enable interoperability with the older version of Google Analytics code known as Urchin. In this older versions this was used in combination with the __utmb cookie to identify new sessions/visits for returning visitors. When used by Google Analytics this is always a Session cookie which is destroyed when the user closes their browser. Where it is seen as a Persistent cookie it is therefore likely to be a different technology setting the cookie.

This cookie is set by Google Analytics. According to their documentation it is used to throttle the request rate for the service – limiting the collection of data on high traffic sites. It expires after 10 minutes

This cookie is not normally present in a default configuration of the tracking code. The __utmv cookie passes the information provided via the _setVar() method, which you use to create a custom user segment. This string is then passed to the Analytics servers in the GIF request URL via the utmcc parameter. This cookie is only written if you have added the _setVar() method for the tracking code on your website page.

This cookie is used by Website Optimizer and only set when the Website Optimizer tracking code is installed and correctly configured for your pages. When the optimizer script executes, this cookie stores the variation this visitor is assigned to for each experiment, so the visitor has a consistent experience on your site.  See the Website Optimizer Help Center for more information.

This cookie stores the type of referral used by the visitor to reach your site, whether via a direct method, a referring link, a website search, or a campaign such as an ad or an email link. It is used to calculate search engine traffic, ad campaigns and page navigation within your own site. The cookie is updated with each page view to your site.

Google Analytics Opt-out Browser Add-on:

1st party cookie that does not include any Personally Identifiable Information to assess usage patterns on the website.

Persistent cookie thats stored on  your computer in-between sessions

Used to store anonymous identifiers. They enable the optimisation platform to remember a visitor and to serve them with the appropriate content while ensuring a fast load of the web page.

Persistent cookie that is stored on your computer in-between sessions

These 3 cookies are obsolete. They were used in a previous version of the maxymiser platform, and will eventually expire within 12 months.

Persistent cookie that is stored on your computer in-between sessions

This cookie is used by the platform as a test to see whether or not browser settings allow cookies to be set on the end-user machine. Mmpa.tst is a previous version of the same cookie.

This is a session-basedcookie that is deleted when you leave the site.

Sometimes maxymiser need to create a custom cookie to deliver particular functionality on the website. These are prefixed with mm_.

Persistent cookie that is stored on your computer in-between sessions

New Relic uses an enhanced version of the Episodes  JavaScript library to perform browser measurements, the same library used by Google Analytics. Page load timing (sometimes referred to as real user monitoring or RUM) also creates the following cookies in end-user browsers.

This cookie is only created in browsers that do not support the Navigation Timing API. When a browser supports the Navigation Timing API, a native interface can be used to determine navigation start time.

NREUM is a session cookie that is deleted when the browser closes.

This cookie is created only when a token is handed out to an end user by the New Relic server. End user metrics are communicated to New Relic servers via a JSONP request from the browser (script retrieval). The returned JavaScript contains a call to set the token identifier which is written to the cookie on the next navigation (when the page unloads). This achieves a cross-domain communication between New Relic servers and the New Relic agent. This cookie is used to communicate between the New Relic server aggregating end user metrics and the agent(s) running in the associated web application. A token identifies and correlates application tier transaction traces with corresponding browser traces.

NRAGENT is a session cookie that is deleted when the browser closes.

The JSESSIONID cookie is used to store a session identifier so that New Relic can monitor session counts for an application. The cookie value is generated by Jetty.

JSESSIONID is a session cookie that is deleted when the browser closes.

The following cookies are set when a user visits a website that SessionCam is recording:

EDF Energy uses a number of suppliers who also set cookies on the edfenergy.com website on its behalf or on their own sites in order to deliver the services that they are providing. If you would like more information about the cookies used by these suppliers, please see the list below.

The companies listed below are some of the providers who work with website operators to collect and use information to provide online behavioural advertising.

Visit you can use the buttons to control your online behavioural advertising preferences. You can turn off or turn on all companies or alternatively set your preferences for individual ones. By clicking on the button you can find out more about the company itself as well as its behavioural advertising status on the web browser you are using.

HTTP code – Google Code for EDF Eco X Remarketing List

marketing tag – this piece of code places a cookie on the users system so that we can retarget that particular user with display ads for a given period of time.

The time and date that the push invitation was triggered

A cookie that retains the 21 day invitation opt-out time limit. This is set if / when a user declines a proactive feedback push invitation

The time and date that the push invitation was triggered

A shared visitor identifier used to support Omniture integration

An identifirer used to support Funnel Reporting integration

For security reasons, as with all organisations, it wouldnt be appropriate for us to disclose specific details as to how we protect information. Weve taken a defence in depth approach to Information Se