The changes we’ve made

Please take the time to read through the tables below. We know it may not be exciting but it is important to understand the changes we’ve made.

If you’d like a full copy of the new privacy policy or terms, please go to our terms and conditions.

Privacy notice

These sections have been updated to clarify that we may use information that we collect about you via any of our internal systems as well as information we may purchase about you (for example from data brokers) to update your account. Any information that is added to your account will be used in accordance with what we say in our privacy policy.

We carry out such exercises as it is in our legitimate interests to do so but you have a right to object (see the section on “Your rights relating to the personal information we hold about you”) in our full privacy notice for how to do so). If we are unable to demonstrate that we have an overriding interests to continue to process the data after we receive such an objection then we will stop processing it.

We are about to purchase some data (date of birth, contact details (phone number etc.)) from a data broker who has obtained the information from a variety of legitimate sources. It will contain email details. If we purchase an email address for you as we do not have one on your account, you will be sent an email asking you to activate that email address. If you do not activate your email address we will not use it to contact you, but we will retain it as it is in our legitimate interests to do so and we will use it (as appropriate) for the purposes set out in our privacy policy.

Heading What’s changed

What information we collect about you

(Section 3 in the section headed “From third parties”)

We’ve included a new section to clarify we may obtain information from other companies or organisations (eg. data brokers) so we can check the accuracy of the information we hold about you and update or add any information that may be missing eg. your contact details to your account.

What information we collect about you

(Section 3 in the section headed ‘From call line identification’)

We’ve included a new section to clarify we automatically collect details of the phone number you use when contacting us. If we do not already hold this information we may add the number to your account once we have taken appropriate steps to validate it as being yours.

What information we collect about you

(Section 3 in the section headed ‘From internal systems’)

We’ve included a new section to explain that we record information like your phone number, email address etc., via various online forms and interactions we have with you on our internal systems. Where appropriate we may take information that is held on one system and use it to update your main customer account (unless you have objected to us doing so and we have not been able to demonstrate we have an overriding interest to continue to use that information).

How we use your personal information – the legal basis and the purposes

(Section 4 in the section headed ‘As necessary for our own Legitimate Interests’)

We’ve amended the section on data enrichment to explain that this may involve purchasing data from someone else like a data broker as well as using publically available sources like the Land Registry or the electoral register.

We’ve added a new section to make it clear that we may use internal systems and Call Line Identification to consolidate the information we hold about you and (where validated) we will add this to your account to ensure we hold accurate and consistent information about you.

Section 5 – Who we share your information with

(Paragraph: m)

We’ve added a new section to clarify that we may share your information with other companies and organisations like data brokers to match your details and where relevant we will purchase data from them to update or add any information that is missing to your account (for example your name, address, phone number).

Below are other changes we’ve made to the privacy notice:

Heading What's changed
Definition of npower group company
We’ve updated our company details to reflect a change in name from Npower Group plc to Npower Group Limited.
What information we collect about you

(Section 3 in the section headed “From you”;)

We’ve clarified that we may collect information about a landlord where they become our customer for the period where there is no tenant responsible for the supply to the premises.

We clarified that we may record a billing address for you if it is different from the supply address.

We’ve added in a new section to clarify that if you pay online or over the phone or via our APP by credit or debit card you’ll be asked to enter your details directly into a PCI compliant third party provider’s system. The providers we currently use are Avaya (phone), Netbanx (online) and Payzone (smart meter pre-pay via npower’s App).

What information we collect about you

(Section 3 in the section headed “From you about other people”)

We’ve clarified that if you are providing information on behalf of someone else you must ensure that you have their consent to do so (unless it is a child for whom you are legally entitled to act).

We’ve changed the terminology from sensitive information to ‘special category data’ as that is how it is should be referred to.

What information we collect about you

(Section 3 in the section headed “From third parties”)

We’ve included a new section to clarify we may collect information from other industry organisations like network operators or transporters (who in turn may share information provided to them by water companies with us) in line with agreed industry processes about your individual circumstances to make us aware that you may require additional support and to enable us to see if you are eligible to be added to our Priority Services Register.

How we use your personal information – the legal basis and the purposes

(Section 4 in the section headed ‘You agree to the disclosure’)

We have included in the list of people you have agreed we may share your information a person or organisation who has agreed to pay your bills.

How we use your personal information – the legal basis and the purposes

(Section 4 in the section headed ‘Priority Services’)

We have added ‘water companies’ to the list of companies to whom your information may be shared (via energy distributors and transporters) in line with agreed industry processes if you agree to us doing so.

How we use your personal information – the legal basis and the purposes

(Section 4 in the section headed ‘As necessary to fulfil a Legal Obligation’)

We’ve added a new section to clarify that we may need to use your information to comply with orders made by the Court where we may be required to disclose information about you.

How we use your personal information – the legal basis and the purposes

(Section 4 in the section headed ‘As necessary for our own Legitimate Interests’)

We’ve added that we may share a potentially vulnerable flag (but no special category data) to industry organisations (gas transporter, distribution network operators (who may share that with water companies) in line with agreed industry processes so that they can offer you appropriate services in case for example of a loss of power or water.

Section 5 – Who we share your information with

(Paragraph: a)

We’ve explained what we mean by metering services which includes meter readers who may visit your property to read, inspect or replace your meter(s).

Section 5 – Who we share your information with

(Paragraph: f)

We have added examples of the industry organisations who we may share your information with to be more transparent about who they are.

Section 5 – Who we share your information with

(Paragraph: h)

We’ve clarified that we regularly share information about you with the industry appointed TRAS Fraud Prevention Agency in line with agreed industry processes not just when we suspect someone has been tampering with their supply.

Section 5 – Who we share your information with

(Paragraph: l)

We’ve added a new part to this section to clarify we may share information about you with other organisations to gain better insight and understanding of you and to plan marketing activities.’

Section 5 – Who we share your information with

(Paragraph: o)

We’ve clarified that gas transporters and network operators may share information we provide to them about your circumstances to water companies in line with industry processes. The information is shared to assist them in knowing that you may require additional assistance for example in the event of a loss of water supply.

Section 5 – Who we share your information with

(Paragraph: s)

We combined the previous paragraph where we referred to someone else paying your bill (be that an individual or an organisation) into this paragraph as well as including a power of attorney (appointed by you) as an example of when we may share information about you with someone else.

Section 6 – Theft and Fraud Prevention

(Paragraphs: a, c and d)

We’ve clarified that we regularly share information about you with the industry appointed TRAS Fraud Prevention Agency in line with agreed industry processes not just when we suspect someone has been tampering with their supply.

We’ve added that we may also share details of how often you top up a prepayment meter (if relevant to you).

We’ve clarified we will not only use but will record any information we have collected.

We’ve clarified that if we suspect or confirm you have tampered with your meter we will record that information on your account and may share it with the TRAS Fraud Prevention Agency who may also record that information.

Section 7 – Credit Reference Agencies

(Paragraphs: c, d e, h, j and k)

We’ve clarified that when we share information it will be for each type of fuel that you are supplied with by us.

We’ve combined the first part of a different paragraph (d) to create a new paragraph (e) so that what happens if we consider your account to be in default is set out separately from instalment plans/payment arrangements.

We have clarified that if there are people associated with your account we will share separate records for each individual. The CRAs will link your records together (not us).

We’ve updated the company details for CallCredit as they are now known as TransUnion UK.

Section 9 – Automated decision making and profiling

(Paragraph: c)

We’ve added a new paragraph to make it clear that we use automated processes as part of our standard business operations. Some of these may result in automated decisions being made about you. However, these will either involve human intervention or will not introduce legal or other similarly significant effects on you and are carried out on the basis they are in our legitimate interests.
Section 11 – Transfers outside the UK and safeguards This section was updated prior to 31 March 2019 to reflect what will happen if we exit the European Union with or without a withdrawal agreement. In either scenario we will continue to transfer personal data outside of the UK and will ensure we have appropriate safeguards in place.

Terms and conditions

Below are changes we’ve made related to our terms and conditions:

Heading What’s changed
Definitions We’ve updated our company details to reflect a change in name from Npower Group plc to Npower Group Limited.

Definitions (npower group; We, us, our)

Who supplies your gas or electricity or both (Clause 2)

We’ve clarified that npower is part of a wider group of companies and your supply may be provided by any of those companies and/or transferred to any of those companies.
Changes to our charges or the terms of this agreement
(Clause 6a)

Due to a change in our licence conditions we’ve amended this clause to make it clear that we are no longer required to provide you with 30 working days’ notice in advance of a change that may be to your disadvantage (be that a price rise or a unilateral change to your terms and conditions).

We will now tell you about the change in an appropriate form and at an appropriate time giving you reasonable time to avoid the changes if you wish to do so before they take effect.

When payment is due
(Clause 13a)
We’ve clarified that we will bill you in a form and frequency that enables you to understand and manage the costs of the energy you use.
Refunding money we owe
(Clause 15)
We’ve clarified that we may use any payments you make to reduce any debt you owe us or any of the other companies in our group.
Using your personal information
(Clause 36)
We’ve told you how to obtain a copy of our privacy notice which tells you how we will use your information as an energy customer of ours.
Levels of service
(Clause 39)

We’ve updated the Guaranteed Standards information and what they relate to (which now includes switching suppliers, final bills and credit balances) plus letting you know how you can obtain a copy as we are no longer required to send a copy out every 12 months.

We’ve also updated the details of the “Our Service” booklets reflecting the changes to their names.