Privacy Policy

Context

The Personal Information Protection Act (B.C.) (the "Act") governing the collection, use and disclosure of personal information applies to all British Columbia businesses as of January 1, 2004. Terasen Inc. and all of its British Columbia based operations fall under this legislation. Operations and companies headquartered in locations outside of British Columbia fall under either comparable provincial or federal privacy law. This policy establishes compliance with the Act by all B.C. companies within the Terasen Inc. group which are covered by the Act.

Terasen's commitment to protecting your privacy

Technological growth has revolutionized the way individuals, corporations, and governments gather, use and disclose information. Emerging technologies require heightened vigilance in the collection, use and disclosure of personal information. Terasen Inc. and its group of companies are committed to protecting the confidentiality and privacy of personal information Terasen holds about its customers and other individuals with whom Terasen does business. This policy reflects that commitment.

What is personal information?

Personal information includes a wide variety of data. It is information that could be used to identify a specific individual. Examples include: name, address, gender, age, family status and social insurance and other personal identification numbers.

How does Terasen use personal information?

In the course of carrying out its business, Terasen holds personal information about its customers and other individuals. The way this information is used varies depending on the nature and sensitivity of the particular information. Recognizing that some of that information is personal, Terasen is committed to collecting, using and disclosing such information only for the appropriate purposes for which it was gathered.

Collecting and using personal information

Terasen collects and uses personal information for purposes reasonably required in order for it to carry on business, including:

To create and maintain an effective business relationship
Terasen will collect basic information from its customers and other individuals with whom Terasen carries on business to confirm identity and related contact information. Additional information required is situation specific. For example, Terasen may collect bank and credit information for customers to set up accounts and facilitate billing, collections and customer service. Customers might also wish to take advantage of pre-authorized payments, in which case specific bank account information will be required. Next-of-kin contact information might also be collected for the purposes of bill collection and dealing with emergencies.
To further develop, enhance and market products and services
Terasen may collect personal information regarding use of Terasen's services and products in order to understand how to improve them. From time to time, Terasen may review and analyze customer use of Terasen's services and products to assist in developing improvements. Terasen may also periodically use personal information to market new service and product offers to customers.
To understand customer needs and preferences
Terasen keeps some personal information for the purpose of providing personalized service. For example, if a customer wishes to pay his/her bills electronically, Terasen will ask for sufficient information to identify the customer's online identity (e.g., e-mail address).
To meet legal and regulatory requirements
Terasen may collect personal information from customers to support reporting of interest on security deposits for tax purposes. In this case Social Insurance Numbers are required.
To manage Terasen's business and operations
Terasen analyzes customer usage of its services and products to better understand future customer requirements and assist in forecasting activities. This information may also be used to assist Terasen in planning future system and rate changes.

Disclosing personal information

Situations where Terasen may be required to disclose personal information about its customers or other individuals with whom Terasen does business are varied. Some examples include:

Terasen may disclose customer information to a related company, or third party agent, for the purpose of providing services to customers. One example is the disclosure of customer information to a third party for the purpose of administering Terasen's billing, collections and customer service. Such disclosure is done on a confidential basis, and Terasen requires the third party to which the information is disclosed to use that information only for the purposes for which it was initially collected and disclosed by Terasen. To the extent that Terasen discloses customer information to a related company or third party that is physically located outside Canada, that entity may also be required to comply with privacy or other laws that differ from those in Canada.
Terasen may disclose an individual's personal information to a person whom Terasen reasonably believes to be acting as the individual's agent for the purpose of gathering that information. For example, Terasen may disclose information to an individual's legal counsel if Terasen is satisfied that that person is seeking the information at the request of the individual.
Terasen may disclose information for the purpose of collecting on a debt obligation owing to Terasen.
Terasen may disclose personal information to a public authority, or its agent, if Terasen reasonably believes that the disclosure is required to preserve life or property from imminent danger, and it appears that the danger could be minimized or avoided by disclosing the information.
Terasen may disclose a customer's personal information to a third party to perform research on Terasen's behalf for customer service and business planning activities. Such disclosure is done on a confidential basis, and Terasen requires the third party to which the information is disclosed to use that information only for the purposes for which it was initially disclosed.
Terasen may disclose a customer's personal information to related companies within the Terasen group of companies, its partners or third party agents in order to ensure proper administration of special offers and programs. Such disclosure is done on a confidential basis, and Terasen requires the third party to which the information is disclosed to use that information only for the purposes for which it was initially disclosed. To the extent that Terasen discloses customer information to a related company or third party that is physically located outside Canada, that entity may also be required to comply with privacy or other laws that differ from those in Canada.
Terasen may disclose personal information to third parties in connection with a proposed sale of part or all of its business. In such case, Terasen will obtain the agreement of the third parties to protect the confidentiality of that information.
Terasen may disclose personal information for law enforcement purposes and to the extent required to comply with legal requirements or regulatory orders.

Terasen's commitment to personal information security

Terasen carries out its commitment to personal information security in several ways:

Terasen will limit the collection, use and disclosure of personal information to that reasonably required in order for Terasen to carry on its business. Some of the specific purposes for which Terasen will collect, use and disclose personal information are set out in this Privacy Policy. Other instances of permitted collection, use and disclosure of personal information are set out in the Act.
Terasen will ensure appropriate safeguards are in place to protect the personal information it has in its custody or control. This ranges from ensuring areas and documents are only accessible by authorized personnel on a need-to-know basis, to requiring employees to act according to the Terasen Code of Business Conduct to respect the privacy of the personal information they are exposed to in the work place.
Terasen will protect the confidential nature of personal information when dealing with other organizations, and Terasen will require them to meet the same standard as it does when dealing with information it has placed in their trust.
Terasen will honour any reasonable requests made to review and update your own personal information, and Terasen will take reasonable steps to process these requests in a timely manner. You can help in this respect, by keeping the personal information Terasen has about you as up to date as necessary, and by letting Terasen know about your requests and concerns in a prompt fashion. Terasen may charge you a nominal fee for processing your information requests.
Upon request, Terasen will provide a description of the security measures applicable to personal information within its custody or control along with a summary of Terasen's privacy complaint procedure.

Your options regarding personal information

Terasen will assume, unless we hear from you otherwise, that you wish Terasen to continue to collect, use and disclose your personal information in accordance with this Privacy Policy. Please note that you may withdraw or limit your consent to Terasen's collection, use, or disclosure of your personal information at any time, subject to any legal or contractual restrictions. Terasen will process and implement such requests within a reasonable amount of time. Note, however, that such requests may limit Terasen's ability to provide you with the optimal level of service or any service. Terasen will advise you if this is the case.

To request the personal information we have on file for you, please complete the Customer Personal Information Request form either in Microsoft Word or Adobe PDF.

Microsoft Word version (52 KB)
Adobe PDF version (143 KB)

We do not provide our customer information to third parties for any reasons other than those described above, nor do we sell our customer lists. If you have any concerns or questions about our service and your privacy, please call 1-888-224-2710 or send an email.