ENGIE may also process your personal data as a data processor on behalf of one its partners, which in this case is the data controller. We refer in this case to the privacy policy of the partner in question.
The Privacy Policy applies to all our (current, former and future) customers, all visitors of the ENGIE website(s) and mobile applications (“apps”), and to all other persons contacting us.
For any question relating to the treatment of your personal data you can contact us via data.protection.be@engie.com or via ENGIE Belgium Data Protection, Boulevard Simón Bolívar 36, B-1000 Brussels. Customer questions about billing, moving, payments and the like cannot be answered via this channel.
We collect the following personal data categories:
- Identification data: for example, your name, first name, date of birth, identity card number, e-mail address and the IP address of your PC, tablet or smartphone, your voice recordings;
- Contract data: for example, which contracts you have concluded with ENGIE, their start and end date, the price and any indexation parameters;
- Consumption and invoicing data: for example, your consumption of electricity and/or natural gas and data concerning your payment history;
- Transaction data: for example, a change of supplier, a move, a meter replacement;
- Technical data: for example, what type of meter or metering regime you have, what type of heating system you have, whether your house is insulated or not, the year of construction of your house, whether you have solar panels or not or an EV or other controllable assets ;
- Data on your use of our products and services: for example, how you use our online services for monitoring your consumption of electricity and/or natural gas.
- To manage and perform your request for an offer of ENGIE or your contract(s) with ENGIE;
- To manage our website and apps (including the management of and the access to the parts of our website reserved for our customers);
- In certain cases, to complete your customer profile, to (better) inform you about the products and services of ENGIE, of our affiliated companies and our partners, promotions and special actions that we think might be of interest to you;
- This always concerns products and services related to energy and energy efficiency (for example with regard to heating, energy storage and green mobility), and may also concern energy-related products and services of our partners (for example with regard to charging stations and charging cards for electric vehicles).
- If you are a professional customer, this may also concern products and services related to technical installations and/or infrastructure.
- To make a better estimation of the overall energy needs and their evolution.
- To proper functioning and delivery of the services offered by ENGIE
- To combine your personal data, for example to determine your credit risk or to adjust our products and services, promotions and special actions to your personal needs;
- To observe, evaluate and constantly improve our products and services, promotions and special actions. You may, for instance, receive an invitation from us to participate to general or specific market surveys, on an anonymous basis if you wish so;
- The control and improvement of the interactions you have with us, our internal processes and the quality of the services provided by our contact centers. To this end, we may record and access your electronic communications (such as telephone conversations, chat, emails) and the data relating to these exchanges;
- To protect the rights, property and security of ENGIE, its customers or third parties (including the fight against fraud, the management of disputes or legal proceedings);
- To manage the statutory or regulatory obligations of ENGIE;
- To carry out the accounting of ENGIE; and
- To manage our receivables (including recovery and/or transfer of receivables to collecting agencies). To manage our receivables, we may combine the personal data provided by you with information (including personal data) obtained from third parties and/or public sources in order to optimize the recovery and to determine the most appropriate recovery method (for example, amical or judicial recovery).
- Our contact centres;
- The network operators and regulators;
- Our partners (for example, installers of products related to energy and energy efficiency , such as with regard to heating; our door-to-door sellers; our sales partners who contact you by telephone; our market research offices and our mobility partners);
- Our advertising partners, certain Belgian media agencies and digital platforms (such as Google and Meta). In this context, data is processed securely and used solely for the management of our digital campaigns (for example, to exclude you from advertisements
- The companies and intermediaries we collaborate with to manage our receivables (for example recovery, transfer of receivables);
- Our affiliated companies (for example ENGIE sa, ENGIE Global Markets sas, Laborelec nv/sa);
- The competent authorities.
- The processing is necessary to perform your contract or to take pre-contractual measures at your request (for example, when you have requested us to send you an offer for our products and services);
- The processing is necessary for the legitimate interest of ENGIE (for example, to send messages to our existing customers for marketing purposes);
- You have given your consent (for example, to send e-mails to potential customers for marketing purposes). In this case, you can always withdraw your consent; and
- The processing is necessary to comply with our statutory or regulatory obligations (for instance within the scope of judicial inquiries or requests for information of public authorities).
- The right of access to, rectification or erasure of your personal data;
- The right to oppose the processing or to obtain a limitation of the processing;
- The right to receive the personal data that you have provided to us, in a structured, commonly used and machine-readable format and to communicate them to another controller;
- The right to withdraw your consent at any time, for example when you do no longer wish to receive direct marketing via e-mail.
- We do this by using Secure Sockets Layer (SSL) technology to prevent the interception or decoding of confidential passwords and personal data.
- ENGIE’s internal network is protected by a secure firewall and is not directly accessible over the Internet.
- Be careful how you use your password. Never disclose it to anyone, even your colleagues. Also change it regularly.
- Never leave your PC, tablet or smartphone unattended when you are connected to an application.