We’re committed to ensuring your privacy is protected. Please read this notice carefully as it provides important information on how your personal information is handled by the My SSE App and the steps you can take to control it and your privacy.
This notice contains two sections. The My SSE App Privacy Notice contains information on how your personal data will be used. The My SSE App Local Storage Policy contains information on what will be stored electronically on your device and how it relates to your privacy.
Please note that the information on here is specific to the My SSE App. A full Privacy Notice is available on our website.
My SSE App Privacy Notice
Last updated: January 2020
This privacy notice applies to the following data controllers: OVO Electricity Limited No. 06858121; OVO (S) Gas Limited No. 02716495; and OVO (S) Metering Limited No. SC318950.
When we refer to the “Group”, “we”, “us”, and “our”, we mean any of those data controllers, as appropriate. By “you” or “your” we mean any individual, sole trader and/or partnership that receives services from us, uses our website and app or otherwise interacts with us.
The My SSE App lets you view account details and submit meter readings to your Group energy accounts. To change any personal details on your energy account, you'll need to contact us.
If you have any questions, comments or concerns about any aspect of this notice, please contact us using the details set out in section 12.
1. What information do we collect and how do we do it?
We may collect and process the following personal information when you use the My SSE App and we refer to this as “personal information” throughout this notice:
- your name;
- billing address;
- supply address;
- your email address;
- telephone numbers;
- energy usage (e.g. meter readings and units of gas and electricity used over a period of time);
- permissions (e.g. consent to use your device's camera);
- for electricity customers, your Meter Point Administration Number (MPAN) to identify your electricity supply;
- for gas customers, your Meter Point Reference Number (MPRN), that identifies your gas supply;
Apart from permissions and your email address, this information will be made available from your Group accounts, and you can access it via the My SSE App.
You can provide energy usage (meter readings) to us via the My SSE App.
We need this personal information so we can provide the My SSE App for you to use. If you don’t allow us to use this personal information, you may not be able to access the My SSE App or some of its features may not be available to you.
2. How do we use your personal information?
2.1 We collect, use and store the personal information collected about you to via the My SSE App to:
(a) Respond to any enquiries or issues you have;
(b) Identify you;
(c) Detect and prevent crime, fraud or loss;
(d) Contact you, or authorised third parties, about our services and/or products, such as sending you information when you sign up or change tariffs, service announcements and administrative messages;
(e) Train our staff and improve our products and services, which may mean that we monitor and record communications that we have with you including phone conversations, emails, SMSs, web chats and interactions with the My SSE App.
(f) Conduct, and contact you in relation to, market research e.g. through customer satisfaction surveys and questionnaires;
(g) Ensure the health and safety of you, our staff and contractors;
(h) Make decisions about the products and/or services and terms and conditions that we can offer to you e.g. if you ask for certain tariffs we will assess if anything prevents us from offering that tariff to you;
(i) Use information collected from your use of the My SSE App for administrative purposes; for troubleshooting, data analysis, testing, research and statistical and survey purposes; to ensure content is presented in an effective manner; and to enable you to participate in interactive features;
(j) Use data collected from your smart meter to enable us to work out your bills and to identify and prevent fraud or energy theft. If you have a Smart Meter you will find more information about how we use your information in our Terms and Conditions and our Data Privacy Charter which is located at www.sse.co.uk/help/energy/meters/smart-meter-regulations;
(k) Enable internal corporate reporting, business administration, adequate insurance coverage, the security of company facilities, research and development, and to identify and implement business efficiencies;
(i) Comply with any procedures, laws and regulations which apply to us – including where we reasonably consider it is in our (or others) legitimate interests to comply; and
(l) Establish, exercise or defend our legal rights – including where we reasonably consider it is in our (or others) legitimate interests.
3. How do we use your sensitive personal information?
We treat some of the information that we have collected about you as being particularly sensitive, such as requirements for your welfare or details of criminal convictions. We do not process or collect this information via the My SSE App or use it in any way but you can find out more about sensitive personal information in the full Group Privacy Notice on our website.
4. What information do we receive from third party sources?
We also receive your personal information from the following third party sources:
(a) Other energy suppliers – including meter readings, equipment and payments from your existing energy supplier when you ask to switch your account to us. We may also receive details of suspected fraud or energy theft for the purposes of identifying and preventing fraud or crime;
(b) National databases supporting the energy transfer process, including ECOES, Xoserve, and PAF, which provide us with information about the supply of energy to each address in the UK. We may use a third party to facilitate access to this information;
(c) Data providers – we collect information from third party data providers, including aggregated geo-demographic and lifestyle data, and combine this with account information to conduct statistical analysis. These customer insights help us to plan our marketing activities, target our marketing communications, and conduct market research and business development; and
(d) OVO group companies for internal administrative purposes such as ensuring consistent delivery of our services to customers.
5. Legal Bases for Processing
We’ve assessed that the legal bases for using your personal information as set out in this notice are as follows:
(a) Contract – our use of your personal information is necessary to perform our obligations under any contract we have with you; or
(b) Legal Obligations – our use of your personal information is necessary for complying with our legal obligations; or
(c) Our Legitimate Interests – to:
(i) Run, grow and develop our business;
(ii) Detect and prevent fraud;
(iii) Enhance the security of our network and information systems;
(iv) Ensure that our own processes, procedures and systems are as efficient as possible;
(v) Better understand how people interact with the My SSE App;
(vi) Analyse and enhance the information that we collect;
(vii) Enhance, modify, personalise or otherwise improve our services and communications for the benefit of our customers. If you have concerns about the processing activities based on our legitimate interests, please see section 12.
Consent – We rely on your consent for the My SSE App to use the camera on your device. This is so it can take pictures of your meter and send us the readings. You can withdraw this consent at any time by changing the permissions settings on your mobile device.
6. Automated decision-making
We do not use automated decision-making in the My SSE App but you can find out more about Automated decision-making in the full Group Privacy Notice on our website.
7. Who do we share your personal information with?
We will share your personal information with the following categories of third parties:
(a) our third party suppliers, partners and sub-contractors that provide, review and/or receive services in relation to the My SSE App, which include: payment processors; suppliers of technical, support and installation services; insurers; logistics providers; call centre service providers; security providers; cloud services providers; research agencies; broadband and phone line suppliers; and, if you are entitled to claim government funding for energy efficiency measures, installers, energy performance assessors and sales advisers.
(b) any company that is a member of the OVO group;
(c) if we’re under a duty to disclose your information in order to comply with any legal obligation, government or law enforcement officials as may be required to meet national security or law enforcement requirements or prevent illegal activity;
(d) other energy suppliers – if you choose to leave us, we’ll share your information with the other suppliers to assist the switching process, including energy usage and any debts on the account. We may also share your personal information where they carry out services for us, e.g. if they carry out meter readings at your property for us;
(e) regulators or other legally appointed bodies (such as Ofgem) for legal or regulatory purposes, e.g. if requested we may send your information to Ofgem to prove that you qualify for relevant government funded schemes;
(f) relevant gas transporters, metering agents or network operators;
(g) debt collection and tracing agents if we provide you with services and you fail to make payments;
(h) authorised third parties or named account holders on any account you hold with us;
(i) if we sell, merge, or perform any internal re-organisations in relation to any of our (or any third party's) business or assets, the personal information will be one of the transferred assets to the relevant buyer and/or new data controller of such business or assets;
(j) any third party where required to:
(i) enforce or apply our terms and conditions or any other agreement or to respond to any claims, to protect our rights or the rights of a third party, to protect the safety of any person or to prevent any illegal activity; and
(ii) protect the rights, property or safety of the Group, our staff, customers or others.
(k) fraud prevention agencies
(i) To help us identify fraud and energy theft, we will give details of your account to fraud prevention agencies who will use the information to check public and other databases they hold and may provide information to us to help identify fraud and energy theft. Checks will be performed on a regular basis whilst you hold an account with us.
(ii) If we suspect or can confirm theft of energy has occurred, a record will be kept by fraud prevention agencies which may include sensitive information about alleged criminal offences. The fraud prevention agencies may provide the information to other energy companies to help identify fraud and detect energy theft but only in limited circumstances where you have accounts with them. Where theft has been identified, your account terms may change, but we will notify you separately if this is the case.
8. How is your personal information transferred outside of the EEA?
8.1 We, or a third party who we share personal information with, may host, store and handle that personal information outside of the European Economic Area (EEA).
8.2 We will only permit this to happen if adequate safeguards have been put in place to protect your personal information.
This means that we will:
(a) ensure that the country in which your personal information will be handled has been deemed “adequate” by the European Commission under Article 45 of the General Data Protection Regulation (GDPR);
(b) include standard data protection clauses approved by the European Commission for transferring personal information outside the EEA into our contracts with those third parties (these are the clauses approved under Article 46.2 of the GDPR); or
(c) (in the case of transfers from the EEA to the USA), ensure that the recipient of the personal information has certified with the US-EU Privacy Shield Framework, as permitted by Article 46.2 of the GPDR.
9. How long do we hold your personal information?
9.1 We keep your personal information for no longer than is necessary for the purposes for which the personal information is processed. The length of time we retain it for depends on the purposes for which we use it and/or as required to comply with applicable laws and to establish, exercise or defend our legal rights.
9.2 For the My SSE App, a copy of your personal information is stored in the secure storage of your mobile device. This is called caching. Almost all apps using personal data do this. It helps them load faster and provides you with a better experience. If you are using the My SSE App, your personal data will be stored like this for 30 days after you last used it. If you delete the My SSE App, it will no longer store your personal data.
10. How will we change this privacy notice?
We may update our privacy notice from time to time. Any changes we make to our privacy notice in the future will be reflected directly in the My SSE App.
11. What choices and rights do you have in relation to your personal information?
11.1 You may contact us using the contact details provided in section 12 to request that we:
(a) confirm whether your personal information is being processed;
(b) provide you with further details about how we process your personal information;
(c) provide you with a copy of any personal information which we hold about you;
(d) where we rely on your consent as a legal basis to justify using your personal information, withdraw your consent to that use;
(e) consider any valid objection to the processing of your personal information (including the right to object to processing where we are relying on our legitimate interests as a legal basis for processing);
(f) ask us to update or delete personal data which we hold about you;
(g) restrict the way that we process your personal data;
(h) consider any valid request to transfer your personal data relating to an energy account to a third-party provider of services (data portability); and
(i) where we carry out automated decision-making that has legal or similarly significant effects on you, ensure that we manually review that decision, provide an explanation of that decision and/or consider your appeal of that decision.
11.2 We will consider all those requests.
However, certain personal information may be exempt from those requests in certain circumstances, which may include needing to keep processing your personal information for our legitimate interests or to comply with a legal obligation.
11.3 If an exemption applies, we will tell you this when responding to your request.
We may ask you to provide us with information necessary to confirm your identity before responding.
12. How can you contact us?
12.1 If you would like to contact us in relation to your rights or if you are unhappy with how we’ve handled your information, please contact us via our website or give us a call on 0345 071 9853.
To submit a subject access request, please email us at firstname.lastname@example.org or send a letter to The Subject Access Requests Team, SSE, Grampian House, 200 Dunkeld Road, PERTH, PH1 3GH.
To submit a right to erasure request, please email us at retailRTERrequests@sse.com or send a letter to The Right to Erasure Team, Unit 4, Penner Road, Havant, PO9 1QH.
If you have any data protection queries, requests or are unhappy with how we’ve handled your information, please email us at email@example.com
12.2 If you would like to contact our Data Protection Officer, you may do so using the following details:
Email: firstname.lastname@example.org Postal: Compliance and Regulation, OVO Energy, 1 Rivergate, Temple Quay, Bristol, BS1 6ED
12.3 If you’re not satisfied with our response to any complaint or believe our processing of your information does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO) using the following details:
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF Telephone number: 0303 123 1113 Website: www.ico.org.uk
Local Storage Policy
The cookies we use help us in the following ways:
- Make the My SSE App work correctly
- Remember your settings during and between visits so you don't have to re-enter information
- Improve the speed and security of the My SSE App
- Collect anonymous analytics data if you opt-in for this functionality
The cookies on the My SSE App don't:
- Store any information that someone could use to immediately identify you
- Store any sensitive information
- Pass information to third parties that someone could use to identify you to third parties
Changing your cookies settings
It’s OK if you’d rather we didn’t collect analytics data, you can change your preference at any time in the app by clicking on the ‘more’ tab and selecting the analytics option.
About the cookies we use
You can find information below about all of the cookies we use and the reasons we use them.
1. Strictly necessary cookies
These cookies are necessary for the My SSE App to function and cannot be switched off in our systems. They are usually only set in response to actions taken by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. Strictly necessary cookies are essential to keep the My SSE App secure and working as it should. For instance, these cookies:
- Tell us if you're logged into your account or not
- Persist and protect your logged in session using token-based authentication
If you disable these cookies, it's likely you'll have some issues using the My SSE App, for example not being able to log in to your online account.
The My SSE App uses third party software to perform various functions. The strictly necessary cookies set by this third party software do not store any personally identifiable data.
Read more about the third party software that set strictly necessary cookies in the My SSE App below:
We use Xamarin.Essentials so we can create apps for different devices within one platform. Xamarin.Essentials stores version information locally on your device.
Anyline We use Anyline to process meter reading images and store the readings on your device.
Akavache We use Akavache to cache data on your device so we don’t have to request data again, which improves the app’s performance and minimises the amount of mobile data used by the app.
2. Performance cookies
Performance cookies help us collect information about the customer experience on the My SSE App. We can find out the pages that are visited most frequently; information about the device you're using, including the make and model of your phone and your operating system version; and useful information such as whether visitors have come across any errors. Performance cookies don’t collect or record any information that could identify you, without you providing us with extra information from your device.
We only set these cookies on your device if you provide your consent for us to do so. You can withdraw this consent at any time by clicking on the ‘more’ tab within the My SSE App and selecting the analytics option.
We use third party software in the My SSE App to collect this information. These store data in text files called “libraries” on your mobile device so that they can function, but we don’t enable the third party software without your consent.
- Microsoft AppCenter
We use Microsoft AppCenter to gather information to analyse the reliability and performance of the My SSE App and gather data about visitors and visits to the My SSE App. The cookie values used are: installId, sessions, AppCenter.auth_token_history.