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Data Protection Information

Version 1.0 (May 2018)

1. General

We at innogy SE ("innogy") take protection of your personal data very seriously. Your personal privacy is very important to us. We process your personal data in accordance with the applicable data protection laws in each case and for the purposes described below.

Personal data in the sense of this Data Protection Information means any details relating to you as a person. In particular, relevant personal data includes data captured online (e.g. cookie or tracking data, user IDs and IP addresses) and your personal details (e.g. name, address, contact details, date of birth), your billing details (e.g. consumption at your supply point, advance payment figures and bank details), information about your financial situation (e.g. credit worthiness), data from Smart Home systems (e.g. heating/light management data, information about the security devices used), marketing and sales data (e.g. findings of customer data analysis).

The following information tells you how we handle such data. For the sake of clarity, we have divided this Data Protection Information into sections.

2. Responsible organisation and contact details

innogy SE, Opernplatz 1, 45128 Essen, T 0800 9944009, F 0800 9944099, email: kundenser-vice@innogy.com is responsible for processing your personal data.

If you have any questions or comments about the data protection practices of innogy, (e.g. disclosure and editing of your personal data), you may also contact our Data Protection Officer citing the reference "Data Protection" (datenschutz@innogy.com).

3. General information about visiting our websites and using our web offers

4. Special offers on our website

4.1 Web shop

4.2 Customer account "my innogy"

On our websites, we also offer our supply customers the “my innogy” customer account service. You may register for this service in the personal accounts area of the website, where you have the option of managing your meter readings, planning and administering advance payments or viewing current invoices, checking your personal details and editing them where necessary. The details you are able to view, augment or edit in this registration area of the site will be added to your customer master data (name address).

In this case, the data will be conveyed to innogy via the relevant input screen (in particular your name, contact details, enquiry or customer number, phone number, email address and product/service required). When you register in this way, your IP address and the date and time of registration will also be stored. This is designed to prevent misuse of the services.

This processing of your data as described above is required to safeguard the legitimate interests of innogy and is justified by balancing the respective interests in favour of innogy. innogy also has a legitimate interest in processing the aforementioned personal data for the purpose of registration; namely to simplify the processing of your request or order, to simplify communication and facilitate good customer relations with you.

Your justifiable interest that the aforementioned data is not used for this purpose does not outweigh the legitimate interest of innogy, since innogy uses this data appropriately and in accordance with the stated purpose and, when choosing to register with us, you can also reasonably expect your data to be used in such a way. Furthermore, you are registering of your own free will and also benefit from the streamlined processing of your request.

The data collected at time of registration will be deleted when your registration on our websites is revoked or edited.

As part of a registration, contact request in the "my innogy" app, we and the obligated contractor generally use your contract data (name, customer number, terminal type, app version) to answer your request, your order or to give you access to specific information or offers. Your data will only be transmitted to the processor if your request or the service / product requested by you, explicitly provides for this. This will be communicated to you at the appropriate place. You can also save your user name and password information in the app. We can not see these in plain text. This app also uses your location data for the right product selection, uses LocalBased service for routes to the advantage provider, and sends you push messages if you wish. You can change this at any time in your settings.

Your collected and stored data will be deleted if you no longer use the app and delete it from your device.

4.3 Customer Portal "Business World"

On our websites we provide the service "Business World" for registration. The data that you can view, add or change through the registered area will be added to your customer master data.
In this case the data in the respective input mask (in particular name, contact data, prospective customer or customer number, telephone number, e-mail address and related product / service) are transmitted to us. For selected applications, your data will also be transmitted to the input mask to third parties. This is done exclusively for the purpose of service provision. In this case you will be informed in advance about the data transfer.

This processing of your aforementioned data is necessary to safeguard the legitimate interests of innogy and is justified by a balance of interests in favor of innogy. innogy also has a legitimate interest in processing your aforementioned data for the purpose of registration, which facilitates the processing of your request and facilitates the further communication and design of the customer relationship with you.

Your legitimate interest that your aforementioned data will not be used for this purpose, does not outweigh this legitimate interest of innogy, as innogy uses this data appropriately for the described processing purpose and you can count on such a use of your data by making a registration, make them voluntary and also benefit from a smoother process.

The data collected solely for the registration will be deleted if the registration on our websites is canceled or changed.

4.4 Newsletter

On our websites, you have the option of subscribing to a free newsletter. When registering for the newsletter, the data you enter on the input screen (name, title, email address) will be conveyed to us. The following data will also be collected when you register for the newsletter:

  • IP address of the computer used to access the site
  • Date and time of registration
  • Date and time of your confirmed consent, including the current version of your confirmed consent (verification process) and the text of the email we send to you.

We collect your email address only for the purpose of delivering the newsletter to you. Recording of other personal data as part of the registration process is designed to prevent misuse of the services or the email address used.

As part of the registration process, your consent for processing the data required to send you the newsletter will be obtained and you will also be referred to this Data Protection Information. The legal basis for processing your personal data in this way is your express consent.

You have the right at any time to revoke your consent with future effect and in doing so cancel your subscription to the newsletter at any time, without affecting the legality of any processing that occurred on the basis of the consent obtained from you prior to its revocation. The simplest way for you to revoke your consent is via the link provided in the newsletter.

The data collected for the purpose of your newsletter subscription will be stored for the length of time the subscription remains active.

4.5 Livechat

On our sites, we use the chat service of iAdvize Société par actions simplifiées, based in France. This is a chat service with an integrated customer service function, which is designed to provide additional opportunities for support when required. We want to increase customer satisfaction by offering this function and optimise the services offered on our websites. iAdvize acts as the agent of innogy and only collects, processes or uses the data obtained from any chat or customer service session for the purposes specified by innogy. It does not forward the data to any third parties.

Data for iAdvize services is saved via local storage and as cookies on your computer. Data is only stored on the iAdvize servers when you initiate a communication process with one of our customer service advisors or chat bot. You can change this local storage option on your computer via the usual browser settings or set it in advance in response to our cookie law banner about cookie management. We will only store the data from a chat session and add it to your customer master data if the chat window is open, input has been entered by you and those entries are required to conclude or amend a contract. Furthermore, it is possible that when high volumes of enquiries are received, a chat bot will be linked to the live chat function to ensure you receive a response as quickly as possible. A chat bot is a text-based dialogue system that enables chatting with a technical system. The same conditions apply to a chat bot as to a live chat.

Please note that, in order to maintain the quality of advice provided by us, it is possible that some of the content of your communication with a customer service advisor may be forwarded to other iAdvize consultants or viewed by superiors.

For the purpose of quality enhancement, future customer service to you and further optimisation of our website and services, customer communication sessions are stored by innogy for three months. If you do not wish this to occur, please let the customer service advisor know, who can prevent local storage of this information at any time. In that case, the data will be deleted immediately after the web browser is closed, unless the data is required to conclude or amend a contract.

This processing of your data as described above is required to safeguard the legitimate interests of innogy and is justified by balancing the respective interests in favour of innogy. By engaging the services of iAdvize, innogy is able to provide you with tailored customer service. innogy also has a legitimate interest in processing the aforementioned personal data; namely to promote the sale of its own products. Your justifiable interest that the aforementioned data is not used for this purpose does not outweigh the legitimate interest of innogy, since innogy uses the data appropriately and in accordance with the described purpose, and you can decide for yourself whether you wish to use the live chat.

4.6 Options for making contact

innogy processes your personal data for the purpose of making contact with you. Contact forms for the purpose of electronic contact are available on our websites. Alternatively, you have the option of making contact with us via the contact details provided in Section 2 of this document.

When you make contact with us via one of these channels, the personal details voluntarily supplied by you are automatically saved. They are stored for the purpose of processing your enquiry, making contact with you or, with your consent, used for marketing purposes.

This processing of your data as described above is required to safeguard the legitimate interests of innogy and is justified by balancing the respective interests in favour of innogy. innogy has a legitimate interest in providing you with a platform for simple contact and communication with us. Your justifiable interest that the aforementioned data is not used for this purpose does not outweigh the legitimate interest of innogy, since it is also in your interest for us to process your contact request and respond to it accordingly. Other personal data processed during the dispatching process serves to prevent any misuse of the contact form and safeguard the security of our IT systems.

Your personal data will be automatically deleted 3 months after your contact request has been answered and there is no further justification (such as an existing customer relationship) or statutory requirement to retain the information.

4.7 Recruitment portal

You have the opportunity to apply online for a position with us via the Recruitment portal of our websites. This electronic Recruitment portal is operated by us for the purpose of handling job vacancies and staff recruitment applications. In this portal, your personal data is processed with a view to a potential employment relationship. For further information about the processing or your data as part of the recruitment process, please refer to the separate information about protection of your data during the registration process.

4.8 SmartHome

In addition, you have the option of registering on the Smart Home portal or via the Smart Home app, including the details of your central control unit and Smart Home compatible appliances, in order to utilise the products and services of innogy and its partners. Please refer to the separate information about protection of your data during the registration process.

4.9 innogy community

You have the possibilty to register for our online community to exchange opinions/information with other community members. Please find more information concerning the data procession of the registration process.

5. Marketing

If you have provided us with your contact details via the web shop or "my innogy", innogy will use your name and address to provide you with product information about the energy products of innogy, (e.g. energy generation, supply, energy efficiency, electric mobility and other energy-related products and services), and in future also inform you about the telecommunication products and services of der innogy (e.g. telephone and internet). In order to provide you with product information about innogy goods and services similar to those you have already acquired or sourced from innogy as one of our existing customers, innogy will use the email address you have already provided, unless you have objected to this.

For the purpose of directing marketing offers to you, we give your name and address to third parties and contracted agencies (e.g. shipping companies or media agencies), who process that information in order to compile marketing material and send it to you.

This processing of your data as described above is required to safeguard the legitimate interests of innogy and is justified by balancing the respective interests in favour of innogy. Without using this data, innogy is unable to offer you any direct marketing. innogy also has a legitimate interest in processing the aforementioned personal data for the purpose of direct marketing of innogy products tailored to your needs; namely to promote the sale of its own products. Your justifiable interest that the aforementioned data is not used for this purpose does not outweigh the legitimate interest of innogy, since innogy uses the data appropriately in accordance with the described purpose and does not use any sensitive data from your customer relationship with innogy. In addition, this use of your personal data for marketing purposes is something you can reasonably expect to occur as a result of an existing contractual relationship or after expressing an interest in the products and services of innogy, so it cannot be assumed that any nuisance is caused by such direct marketing. Furthermore, innogy will only use your aforementioned personal data for direct marketing purposes if you have not objected to this.

Moreover innogy takes care to ensure the chosen communication channels for such marketing measures (letterbox and, in the case of our own marketing offers to existing customers, email) cause the least possible disturbance to you.

6. Marketing for and by third parties

If you have provided us with your contact details via the web shop or "my innogy", innogy will also use your name and address as part of our marketing approach in order to send you information about the products and services of third parties (e.g. companies within the innogy Group or business partners offering similar products).

Such use of the information is justified by balancing the respective interests in favour of innogy. As already established, innogy has a legitimate interest in providing you with direct marketing offers. This includes direct marketing for products and services of third parties. Firstly, by sending you the marketing offers of third parties in conjunction with innogy’s own marketing material, your interest in these products may also be heightened, which may lead to an increase in sales for both innogy and the third party. Secondly, innogy has a financial interest in giving third parties this opportunity to participate in the marketing process. As in the case of direct marketing of innogy’s own products, your interest in ensuring your data is not used for these purposes of third-party marketing is deemed to be secondary; this is primarily justified by the minimal disturbance caused by such postal marketing and also by your right to object to the use of your data in this way.

If you have given us your prior consent, third parties will also direct their own products and services to you (see Section 9). In such cases, innogy will pass on the data covered by your consent (e.g. your contact details) to third parties such as solar power providers, so they are able to send you their offers for PV panels.

7. Market research and opinion polling

If you have provided us with your contact details via the web shop or "my innogy", innogy will also pass on your name and address to market research and polling institutes to enable them to carry out relevant surveys. These market research and polling institutes are commissioned and instructed by innogy to carry out such work. The surveys provide us with an overview of the transparency and quality of our products, services and communication and have the ability to adjust or shape them accordingly in your best interest.

Such use of the information is justified by balancing the respective interests in favour of innogy. innogy has a legitimate interest in processing your data for the purpose of market research and opinion polling; namely to improve the products and services offered and thus promote the sale of our own products and in certain cases also the products of third parties. innogy is able to use the findings to gauge your acceptance and satisfaction with the products and services offered by innogy and also assess and analyse your particular interests so that, in the future, we can offer you products and services better tailored to your needs. The use of your data for market research and opinion polling purposes also constitutes a form of processing that can reasonably be expected to occur in conjunction with an existing contractual relationship or your expressed interest in the products and services of innogy. Your data will only be used for the above-named purposes, which – unless you have objected to them – are also in your own interest.

Should such market research or opinion polling be conducted by a method other than postal channels, it will only be carried out if you have given us your express consent to the use of your data for this purpose.

If you no longer wish to take part in customer surveys, you may revoke your consent via the contact details listed in Section 2.

8. Data analysis (Profiling)

In order to be able to inform you about targeted products and services, i.e. as part of our direct marketing approach, we also use evaluation tools. innogy will analyse your personal data (e.g. billing data and consumption data) and augment this with publicly available and acquired sociodemographic data. The aim of doing so is to enable innogy to make an individual approach to you with customised offers of innogy products and services. The legal basis for this is a balancing of the respective interests in favour of innogy. innogy has a legitimate interest in addressing its marketing material in the most targeted manner and improving the products and services of both innogy and the companies within the innogy Group, in order to promote the sale of its own products.

Furthermore, innogy has a legitimate interest in avoiding the use of misdirected marketing material. This outweighs your legitimate interest in keeping your information private, since only marketing material likely to be of interest will be sent to you and you will be protected in this way from random or irrelevant approaches, and thus inconvenienced as little as possible by our marketing approach.

For the purpose of evaluating and analysing customer interests, your data, (such as your consumption data, product line and products of a similar kind), will be shared amongst the innogy Group of companies (see Section 9) in anonymised or pseudonymised form and anonymised or, where technically impossible, forwarded in pseudonymised form to innogy partners offering similar products (for the general definition of innogy partners, see Section 9). Anonymised means that your personal data will be processed in such a way that you cannot or can no longer be identified. Pseudonymised means that your personal data cannot be traced back to you as the person concerned without the inclusion of additional information. That additional information is stored separately by innogy and subject to technical and organisational measures which ensure the data cannot be traced back to you by third parties.

This data analysis is carried out for the purpose of improving and developing intelligent and innovative products and services.

The forwarding and analysis of solely anonymised and pseudonymised data by other companies within the innogy Group is also justified on the balance of respective interests in favour of innogy. It is within the legitimate interest of innogy to share general information about particular customer groups with other affiliated companies in order to improve its products and services. This data will only be conveyed in anonymised and pseydonymised form out of consideration for your privacy and to protect your interests. The findings obtained from this data analysis will only be used for the above-named purposes, which – unless you have objected to them – are also in your own interest. No other processing or forwarding of this data will occur.

9. Recipients of your personal data

10. Your rights

In accordance with the relevant statutory provisions, (including any applicable restrictions arising from the GDPR (the EU General Data Protection Regulation) and/or the new version of the BDSG (Federal Data Protection Act), you have the opportunity to exercise the following rights:


Data Protection Information innogy SE

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