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  • Priority Services - Supplementary Information

    Special categories of personal data

    In addition to collecting your basic personal data (name, address, telephone number and email address), if you have registered for our Priority Services we process special categories or “sensitive” data about you (e.g. personal data concerning health) where we have asked for your explicit consent or otherwise where this is necessary:


    • to protect your vital interests or the vital interests of another person, if you or they are incapable of providing consent;
    • under the Civil Contingencies Act 2004; or
    • for the establishment, exercise or defence of legal claims.


    Where your consent is required we will ask you for it at the relevant time.  You may withdraw your consent to this processing and remove your name from the Priority Services Register at any time by contacting us on 0800 294 3259.

    What do we do with your personal information?

    We use your information to:


    • register you for our Priority Service;
    • ensure that you are provided with the ongoing support you need in an emergency, bad weather and for planned supply interruptions (including providing you with updates and alerts) both onsite and through our customer contact centre;
    • liaise with your nominated contact (where provided);
    • periodically contact you to confirm that the details we hold for you are up to date;
    • provide you with information in Braille, via an audio CD or language other than English if you require it; and
    • provide you with a security password.


    We may also receive personal information about you from your electricity suppliers, gas suppliers, water company, welfare organisations and NHS organisations to include you on our Priority Services register so that you will benefit from this service. We will send you a letter to notify you when you have been added to the register.


    We may share your information with:


    • welfare organisations, local authorities, and emergency services for those organisations to provide support and assistance to you in special circumstances or emergencies; and
    • our sub-contractors to provide onsite support during, planned supply interruptions, bad weather or emergencies.