It is important to us at Ellevio that you feel confident about how we process your personal data. We are therefore very careful that your data is processed in a secure manner, which complies with both applicable laws and our own routines.
We always strive to protect your data by means of technical measures so that the data cannot be manipulated or made available to unauthorised parties.
This policy describes which personal data Ellevio collects about you, how we process it and how long the data is stored. We also inform you of your rights and where you can find answers to questions or comments.
What is the personal data used for?
Personal data is any kind of information that can identify a person. It can be data such as names and phone numbers, but also technical data such as installation numbers and measurement values.
Ellevio processes personal data for, among other things, the following purposes:
- To supply electricity grid services
To be able to provide electricity grid services in a safe, efficient and secure manner, we process personal data belonging to, inter alia, customers and contact persons at suppliers, partners and authorities. Personal data is used for example to fulfil the electricity grid agreement with our customers, to report electricity consumption, handle disturbances and remedy faults. We also process personal data to charge for our services and to handle purchases and to otherwise ensure that our supply of electricity grid services is of a high quality. The personal data is processed on the basis of the agreement you have entered into with us, because we have an obligation under law to carry out the processing or on the basis of a balance of interests.
- To build and maintain our electricity grid
Ellevio processes the personal data of customers and contact persons at suppliers to carry out orders and follow up work efforts in the field to strengthen, expand and/or maintain the electricity grid. The personal data is processed on the basis of the agreement we entered into with you or on the basis of a balance of interests.
- To manage our customer relationships
Ellevio processes personal data to maintain a professional relationship with our customers through customer service via telephone, email, chat, social channels and apps to carry out various mailings, for example customer newsletters. For the purpose of providing a better customer experience on our plattforms we use profiling to customize information related to your agreement with us, for example our on going projects and power failures in your local area. The personal data is processed on the basis of the agreement you entered into with us, because we have an obligation under law to carry out the processing or with the support of a balance of interests.
- To fulfil our legal obligations and other rules
Ellevio processes personal data in order to fulfil our legal obligations according to legislation, regulations, government decisions or other rules, for example the Accounting Act, Swedish Electricity Act, security legislation etc.
- For the production of statistics, market analyses and to otherwise conduct our business
Ellevio processes personal data related to customers in order to monitor load and consumption statistics in the electricity grid. Ellevio also processes personal data for improvement, testing and development of our services, social channels, systems and operations and to otherwise carry out and improve our operations. For the purpose of analysing and understanding what type of information and services our customers prefers, we use profiling. Personal data processing is carried out to fulfil the agreements entered into or on the basis of a balance of interests.
- For direct marketing of energy related services and products and forwarding notifications of interest in such services and products. Ellevio processes personal data for direct marketing of energy related services and products, such as, for example, solar cells and charging for electrical vehicles. We use profiling to customize the information sent to you. Personal data processing is carried out on the basis of a balance of interests. Ellevio also, with your approval, forwards notifications of interest and personal data to our partners for these services and products.
- Mergers and acquisitions
Ellevio process personal data in order to administrate and evaluate company acquisitions och changes in the Ellevio group companies. Personal data processing is carried out on the basis of a balance of interests.
Which personal data do we process?
The personal data we process is mainly customer data and so-called installation data, but other types of data are also processed and these are described below.
- Contact data - Data that is processed when Ellevio shall contact private individuals. For example, address, phone number, email address.
- Identification data - Data processed to identify registered persons. For example, name, social security number, customer number.
- Financial and payment data - Data processed to charge for our services. For example, invoice address and other billing data.
- Technical information - Data concerning the electrical installation. For example, electricity consumption, fuse size, electricity supplier, meter number, fault and interruption history.
- Customer agreement data - Data processed in the agreement with Ellevio. For example, the subscription type (e.g. Individual Subscription 80-200 A).
- Case data - Data processed when you have contact with Ellevio's customer service. For example, installation data, support details, claims, complaints, participation in competitions.
- Systems and application data - Data processed when you use logged-in services. For example, IP numbers and other cookies, interaction data (time of visit, response times, how you reach and use the service, etc.), username, password, authorization.
Ellevio collects customer data about you and associates it with the installation data when you become one of our customers. As long as you are one of our customers, we continuously collect information when you use our services, such as information about how much electricity you use and interruption statistics. We also collect personal data when you use for the My Pages service or any app that we provide, or when you contact us in other matters. We can also obtain data from credit institutions, property owners and other entities in the energy sector to arrange moves and changes to electrical providers. We may also collect data about you in order to carry through a company acquisition. We may also collect data about you when you register your interest in employment with us or apply for a service or in cases where you represent a supplier, authority or partner. We also collects personal data from you when you register your interest in energy related services and products.
In order to keep the personal data up to date, it may be updated and supplemented with data from public and private filing systems, such as national person and address registers.
We may, after receiving your consent, record telephone conversations for educational purposes in order to improve our service.
We also collect personal data via cookies at our website ellevio.se. You can read more about our handling of cookies here.
Ellevio discloses personal data to individual suppliers and personal data assistants who perform work or services for us and which are necessary to perform services for Ellevio pursuant to a contract, legal obligation or other legal basis.
For example, we may disclose personal data to contractors and installers if the electricity meter at your home needs to be repaired or replaced, or if other work needs to be done on or adjacent to your electrical installation.
We also disclose personal data to our service providers that provide IT services, customer service, invoicing, credit checks and collection services. For example, we may disclose personal data to printers to send customer information or newsletters.
We also disclose personal data to the electricity company, for example if you as a customer have not actively chosen one.
We also disclose personal data to property owners, for example to a landlord for confirmation of meter number.
We also disclose personal data to our partners for energy related services and products, if you have registered your interest in such services and prodcts to us.
Ellevio may, if there is legal justification, disclose your personal data to the police and other authorities. We may also disclose personal data to insurance companies regarding any claims for damages.
We have entered into personal data assistant agreements with our suppliers who process personal data on our behalf, where the suppliers undertake to follow our instructions and take appropriate measures to protect the personal data being processed.
Where Ellevio engages vendors who provide services or run its operations in non-EU/EEA countries, we have taken appropriate safeguards to secure personal data and ensured that the transferred personal data is processed in accordance with the applicable data protection legislation.
Ellevio’s starting point is not to retain personal data any longer than is necessary in the light of the purpose for which it was collected.
The personal data we collect is processed for different purposes and provisions in laws (for exemple according to the Accounting Act we need to save certain data for 7 years) are therefore stored for different periods of time.
As a registered customer you have several rights. If you as a customer, contact person etc. want to exercise your rights or have questions concerning our processing of your personal data, please contact:
- Customer service on telephone number 0771-53 53 00 or
- Ellevio’s Data Protection Officer via e-mail.
The right to obtain information about which personal data we process
You have the right to receive information (register extract) about which of your personal data we process, free of charge. A request for a register extract shall be made in writing and must be signed by you. Please specify the categories of personal data that you want to access. We only disclose personal data that we know with certainty belongs to you. Submit your request to the address below. Mark the envelope "Register extract".
P.O. Box 242 07
115 53 Stockholm
The register extract will be sent to your registered address. You can also choose to come to our reception desk and, after providing identification, obtain the register extract after requesting it in writing.
Right to rectification
We are responsible for ensuring that the personal data we process about you is accurate and up to date. If we have incorrect personal data, you have the right to request that it be rectified. You have the right to supplement personal data that you believe is missing but that you feel is relevant to the purpose or matter at hand.
Right to be deleted
If you no longer want us to process your personal data, in some cases you have the right to have your data deleted. When the personal data is needed for example to fulfil our legal obligations, e.g. fulfilling the requirements of the Swedish Electricity Act or the Accounting Act, on the other hand, you have no right to have this data deleted during the time the processing is necessary to fulfil these obligations.
Right to limit processing
In some cases you have the opportunity to demand that we limit our processing, i.e. that your personal data is not used for anything other than storage or to defend our legal claims. Such limitation may, for example, arise in cases where you dispute that the data is correct or that the processing is legal.
Right to raise objections
When Ellevio processes personal data on the basis of a balance of interests or of general interest, you have the right to object to the processing. You will need to specify which processing you object to. If we receive an objection of this kind, we will only continue processing if we can show that there are compelling legitimate reasons for why personal data must be processed, which outweigh your interests. If Ellevio cannot show that there are legitimate reasons to continue processing the data, we will cease the processing.
Right to revoke consent
You have the right to revoke any consent you have given to Ellevio at any time.
Right to data portability
You have the right to have the personal data you have provided to Ellevio transferred to you or another data controller if the legal basis is consent or if the processing has been necessary to fulfil an agreement.
Rights in automated decision-making and profiling
You have the right not to be subject to decisions based solely on automated processing (including profiling) and that can have legal consequences for you or significantly affect you. You also have the right to object to direct marketing. See below, “Your rights”.
If you believe that we are processing your personal data in violation of the applicable data protection regulation, you should report this to us as soon as possible. You may also contact the Swedish Authority for Privacy Protection.
The data controller is Ellevio AB (publ) 556037-7326
Text updated: 2 December 2021