NANTUCKET ENERGY, LLC
Protecting your Privacy
Nantucket Energy, LLC's Personal Information Protection Policy
At Nantucket Energy, LLC (“Nantucket Energy”) we are committed to providing our customers with exceptional service. As providing service to customers involves Nantucket Energy collecting, using and disclosing personal information about our customers, protecting our customer’s privacy and safeguarding their personal information is one of Nantucket Energy's highest priorities.
In this policy document we outline the reasons Nantucket Energy collects and uses customer
personal information as well as the principles and practices Nantucket Energy will follow in
protecting a customer’s personal information.
Personal Information is information about an identifiable individual and includes name, age, home address and phone number, social security number, income, credit history and employment information. Personal Information does not include Contact Information.
Contact Information is information that would enable an individual to be contacted at home or a place of business and includes the person's name, position or title, home or business telephone number, home or business address, home or business email or home or business fax number. Contact Information is information that is not covered by this policy.
Policy 1: Collecting Personal Information
1.1 Customer’s personal information is collected directly by Nantucket Energy or indirectly
through Nantucket Energy's affiliates or business associates. Information may be collected in
person, over the telephone, through the mail or by electronic medium (internet, e-mail). Unless the purposes for collecting personal information are obvious and the customer voluntarily provides his or her personal information for those purposes, we will communicate the purposes for which personal information is being collected, either orally or in writing, before or at the time of collection.
1.2 We will only collect Personal Information that is necessary to fulfill the following
• Identify customers and process their application for products and services;
• Contact our customers;
• Determine customer eligibility for products and services;
• Deliver and administer the delivery to our customers of products and services;
• Ensure a high standard of service to our customers;
• Open, maintain, service, process, analyze, audit and collect on customer accounts and
• Assess, verify and update customer credit worthiness on an on-going basis;
• Identify customer preferences and contact our customers directly about products and
services that may be of interest;
• Conduct customer surveys in order to enhance the provision of our services and for mailouts
and the marketing of our services or products;
• Respond to customer questions or concerns; and
• Comply with legal and regulatory requirements.
Policy 2: Using and Disclosing Personal Information
2.1 Nantucket Energy will only use or disclose Personal Information where necessary to fulfill the purposes identified in this policy and at the time of collection or for a purpose reasonably related to those purposes. Nantucket Energy will not use or disclose Personal Information for any additional purpose unless we obtain consent to do so.
2.2 Nantucket Energy will only handle Personal Information in a manner that a
reasonable person would consider appropriate in the circumstances.
2.3 Nantucket Energy will not sell customer lists or Personal Information to other parties unless we have consent to do so.
Policy 3: Consent
3.1 Nantucket Energy will obtain customer consent to collect, use or disclose Personal
Information except where, as noted below in paragraph 3.4, we are authorized to do so without
3.2 Customer consent may be provided orally, in writing, electronically, through an
authorized representative, or it may be implied where the purpose for collecting using or
disclosing the Personal Information would be considered obvious and our customer voluntarily
provides personal information for that purpose. Consent may also be implied where our customer
is given notice and a reasonable opportunity to opt-out of his or her Personal Information being
used for mail-outs, the marketing of new services or products and the customer does not opt-out.
3.3 Subject to certain exceptions (for example, the Personal Information is necessary to
provide the service or product, or the withdrawal of consent would frustrate the performance of a
legal obligation) our customers may withhold or withdraw consent for Nantucket Energy to use
their Personal Information in certain ways. A customer’s decision to withhold or withdraw their
consent to certain uses of Personal Information may restrict Nantucket Energy's ability to provide
the customer with particular services or products or to fill an order for products or services. If so,
Nantucket Energy will, where possible, explain the situation to assist the customer to make the
3.4 Nantucket Energy may collect, use or disclose Personal Information without the customer’s knowledge or consent in the following limited circumstances:
• When the collection, use or disclosure of personal information is permitted or required by
• In an emergency that threatens an individual's life, health, or personal security;
• When the personal information is available from a public source (e.g., a telephone
• When Nantucket Energy requires legal advice from its lawyer;
• For the purposes of collecting a debt or determining a customer's credit score and/or history;
• To protect Nantucket Energy from fraud; and
• To investigate the breach of an agreement or a contravention of law.
Policy 4: Retaining Personal Information
4.1 If Nantucket Energy uses customer personal information to make a decision that directly
affects the customer Nantucket will retain that personal information for at least one (1) year so
that the customer has a reasonable opportunity to request access to it.
4.2 Subject to Policy 4.1, Nantucket Energy will retain customer personal information only as long as necessary to fulfill the identified purposes or a legal or business purpose and will remove from its systems personal information that Nantucket Energy determines, in it's sole discretion, that it no longer requires.
Policy 5: Ensuring Accuracy of Personal Information
5.1 Nantucket Energy will make reasonable efforts to ensure that Personal Information is accurate and complete where it may be used to make a decision about the customer or disclosed to another organization.
5.2 Customers may request correction to their Personal Information to ensure the accuracy
and completeness of that information. A request to correct Personal Information must be made in
writing and provide sufficient detail for Nantucket Energy to identify the Personal Information and the correction being sought. A request to correct Personal Information should be forwarded to our office.
5.3 If Personal Information is demonstrated to be inaccurate or incomplete, Nantucket Energy will correct the information as required and send the corrected information to any organization to which it disclosed the Personal Information in the previous year. If the correction is not made, Nantucket Energy will note the customers’ correction request in the file.
Policy 6: Securing Personal Information
6.1 Nantucket Energy is committed to ensuring the security of Personal Information
in order to protect it from unauthorized access, collection, use, disclosure, copying, modification,
disposal or similar risks. The following security measures will be followed to protect Personal Information:
• Use of locked filing cabinets;
• Physically securing offices where Personal Information is held;
• The use of user IDs, passwords, encryption, firewalls;
• Restricting employee access to Personal Information as appropriate (i.e., only those that
need to know will have access);
• Requiring any service providers to provide comparable security measures.
6.2 Nantucket Energy will use appropriate security measures when destroying Personal Information such as shredding documents, deleting electronically stored information.
6.3 Nantucket Energy will continually review and update our security policies and controls as
technology changes to ensure ongoing Personal Information security.
Policy 7: Providing Customers Access to Personal Information
7.1 Customers have a right to access their Personal Information, subject to certain limited
exceptions. A request to access Personal Information must be made to Nantucket Energy in writing and provide sufficient detail to identify the Personal Information being sought. A request to access Personal Information should be forwarded to our office.
7.2 Upon request, Nantucket Energy will tell customers how it uses their personal information and, if applicable, to whom it has been disclosed.
7.3 Nantucket Energy will make the requested information available within thirty (30) business days, or provide written notice of an extension where additional time is required to fulfill the request.
7.4 A fee may be charged for providing access to personal information. Where a fee
may apply, Nantucket Energy will inform the customer of the cost and ask the customer whether
Nantucket Energy should proceed with the request.
7.5 If a customer's request for Personal Information is refused in full or in part, Nantucket Energy will notify the customer in writing, providing reasons for refusal and the recourse
available to the customer.
Policy 8: Questions and Complaints
8.1 Customers should direct any complaints, concerns or questions regarding Nantucket Energy's compliance in writing to the Office manager.
Contact information for Nantucket Energy's Office Manager is
Nantucket Energy, LLC
8B Amelia Drive
Nantucket, MA 02554