Privacy Policy

1. Accountability

 

NOW Inc. is accountable for the protection of all personal information within the organization’s possession or control, including any personal information that has been transferred to a third party for regulatory, legal or processing purposes. NOW Inc. will require a comparable level of protection of this information from its third parties.

 

2. Identifying Purposes

 

NOW Inc. collects personal information for the following purposes:

• Billing and collection of payments for electric service;

• Pre-authorized payment for services;

• Priority restoration of electric service to the correct address and meter, as may be required by medical circumstances;

• Energy sector legal, regulatory and settlement requirements.

 

Additional purposes for collecting personal information will be identified to an individual before or at the time of collection.

 

Personal information that NOW Inc. collects from customers includes:

• Customer’s name, address, and other contact information such as phone numbers and e-mail address;

• Meter numbers;

• Facts about consumption of power, both historic and current;

• Information about a customer’s transactions, such as account numbers, account balances, and payment history;

• Credit and reference information, such as date of birth, employment information, driver’s licence, previous addresses and general financial information;

• Medical information to be used in case of emergency power outages; and

• Bank information for pre-authorized payments.

 

3. Consent

 

NOW Inc. will obtain consent to collect, use or disclose personal information about an individual. An individual can provide consent to the collection, use and disclosure of personal information about them expressly or implicitly. NOW Inc. will collect, use or disclose personal information without an individual’s consent only in limited circumstances as permitted by law. Subject to certain legal and contractual restrictions and reasonable notice, an individual can refuse or withdraw their consent to the collection, use or disclosure of personal information about them at any time.

 

All existing customers will be informed of what types of personal information have been collected, the purpose for the collection and the procedures available for contacting NOW Inc. with any inquiries.  All new customers will be provided with an explanation about the collection, use and disclosure of their personal information when requesting service.

 

4. Limiting Collection

 

NOW Inc. limits the amount and type of personal information it collects to that which is necessary for the business of the utility. Each affiliate of NOW Inc. will be responsible for its own collection, use and disclosure of information.  Personal information will be collected using procedures that are fair, transparent and lawful.

 

5. Limiting Use, Disclosure and Retention

 

NOW Inc. will only use or disclose customer personal information where necessary to fulfill the purposes identified at the time of collection.

 

NOW Inc. will not use or disclose personal information for any additional purpose unless consent is obtained to do so.

 

Under certain exceptional circumstances, NOW Inc. may have a legal duty or right to disclose personal information without the individual’s knowledge or consent.

 

NOW Inc. will maintain explicit retention periods for closed accounts, after which the personal information will be destroyed or made anonymous.

 

6. Accuracy

 

In order to ensure the reliable delivery of electric service and the correct billing for such service, all personal information will be kept accurate, complete and up to date.

 

Individuals may challenge the accuracy and completeness of personal information about them and have it amended as appropriate.

 

7. Safeguards

 

NOW Inc. is committed to ensuring the security of customer personal information in order to protect it from unauthorized access, collection, use, disclosure, copying, modification or disposal or similar risks. Such safeguards will include physical measures, organizational measures, and technological measures. Methods of protection and safeguards include, but are not limited to: restricted access to offices, security clearances, need-to-know access and technological measures including the use of passwords, encryption and firewalls. Procedures for implementing these measures will be communicated to all employees and third parties to ensure compliance with this principle.

 

8. Openness

 

​NOW Inc. will make this policy relating to the protection of personal information available to its customers. NOW Inc. will keep its customers informed of these policies and practices and customers shall be provided access to all related policies and procedures via NOW Inc.’s web page and bill messages. The information will be available in a format that is easy to read.

 

9. Individual Access

 

Any customer may request their personal information be amended for purposes of accuracy and completeness.

 

Customers can make their requests by telephone 705-272-6669 or 1-800-619-6722, via email customercare@nowinc.ca, or in writing to Northern Ontario Wires Inc., 153 Sixth Avenue, Cochrane, Ontario P0L 1C0.  Response to an individual’s request will be made within 30 days.

 

10. Challenging Compliance

 

Any customer of NOW Inc. may challenge NOW Inc.’s compliance with this Privacy Policy by contacting directly the Privacy Officer at NOW Inc., via telephone 705-272-6669 or 1-800-619-6722, email privacyofficer@nowinc.ca, or in writing.  NOW Inc. has policies and procedures to receive, investigate and respond to individuals’ complaints and questions. If the customer is not satisfied with the way NOW Inc. has responded to a complaint, the customer can contact the Information and Privacy Commissioner of Ontario at https://www.ipc.on.ca/

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