Last updated: June 12, 2025.
Our commitment
At Enbridge, we are committed to providing excellent service and ensuring that our relationship with you is conducted with integrity and in a responsible, fair, honest and ethical manner. Consistent with these objectives we maintain high standards of confidentiality with respect to the personal information in our possession.
Scope
This Privacy Notice describes the privacy practices of Enbridge’s US Utilities (“Utah, Wyoming & Idaho, Ohio, and North Carolina”, “Enbridge”, “we”, “us”, etc.) which includes subsidiaries, divisions, and affiliates that link to this Privacy Notice. It governs the commercial relationship between Enbridge and individuals with whom we interact, such as our customers, potential customers, website users, contractors and other stakeholders ("you"). It applies to all personal information we collect, use, disclose and handle under our care.
Each state is different
Enbridge operates utilities in several states. Each state has different laws and regulations governing how we collect, use and share personal information. It also contains information or links to information specifically required by certain states, which may or may not be applicable to you depending upon your state of residency.
What information does this Privacy Notice apply to?
This Privacy Notice applies to all personal information that we collect, use, or disclose on behalf of individuals that we provide services and products for. Personal information can be information about you as an individual customer or potential customer and relates specifically to you. This may include but is not limited to, your name, home address, email, phone number, how you pay for your services, how you use our products including our websites, and more.
What information does this Privacy Notice not apply to?
This Privacy Notice does not apply to any information that we de-identify, aggregate or anonymize for purposes such as identifying trends, gathering insights, developing statistical information, understanding how we perform, or developing relevant products, services or offers. Such information may be shared with authorized third parties working on Enbridge’s behalf for analytical purposes.
1.0 Collection, use and disclosure of personal information
1.1 What personal information do we collect?
Enbridge collects personal information to provide better services and products to our customers, potential customers, job applicants and other individuals. Some of this information identifies, relates to, or is capable of being associated with a particular individual or household.
The table below describes the personal information we may collect depending on the service or product. Some examples provided below may or may not be applicable in your state. Some information is collected incidentally and collateral to primary information collection. For example, to verify your identity, we may require a copy of your driver's license which contains personal information that is not used by Enbridge, for instance your race or sex.
| Personal information categories | Personal information examples |
|---|---|
| Personal identifiers | Name, home address, email address, and phone number. |
| Sensitive personal information | Social security number, driver’s license number, date of birth, and state identification card. |
| Other types of personal information |
Financial information for the purposes of customer accounts, billing, credit and collections. Energy usage for the purposes of billing and conversation programs. |
| Sensory data | Audio information such as voicemails, IVR or calls recorded for quality assurance and customer satisfaction purposes. |
| Characteristics of legally protected classes | Veteran or military status for the purpose of energy conservation and energy assistance programs. |
| Professional or employment-related information | Current or past job history and education information for the purpose of job recruitment. |
1.2 Purposes: Why do we collect personal information?
We collect certain information about you and your use of our products and services, or your application for, or interest in, our products and services. We respect your privacy, which is why we may collect personal information for the following purposes:
Servicing your account
- Providing natural gas and related energy services and products, including energy conservation.
- Determining your eligibility for particular products and services.
- Enrolling you as a customer to manage your account.
- Providing access to your account electronically.
- Providing customer service and enhancing your customer experience.
- Processing payments for products and services, including e-billing, collection services and credit worthiness.
- Tracing payments made in error to return credits to customers.
- Confirming and authenticating your identity.
- Ensuring account security through various methods of account verification such as challenge questions, multi-factor authentication, and other means.
- Providing callback functionality with our Interactive Voice Response (IVR) system, to reduce waiting times and improve customer experience.
- Providing information about using energy safely.
- Notifying you about updates or changes that may affect your services or access to our website or applications.
Understanding your needs and preferences
- Providing information to you directly or by third parties working on our behalf about our energy conservation programs to understand your energy needs and preferences.
- Offering customer or service-related programs such as energy assistance programs.
- Participating in surveys directly with us or with one of our third-party partners provides us with important information about the effectiveness of our safety information materials, including customer satisfaction surveys, energy surveys or other communications.
- Notifying you about our products and services available through email, event registrations and other notices, either directly or via one of our third-party partners.
- Sending you information in newsletters or in bill inserts related to our service or products offered.
- Administering promotional offers or contests that you participate in.
We note that our customers who do not wish to receive marketing communications or offers not related to service or safety, may choose to be removed from our marketing lists at any time. You can opt-out of marketing communication by completing our Contact us form on our Data Trust Center or by clicking the “unsubscribe” link in the email.
Developing, enhancing, marketing or providing products and services
- We may review and analyze your use of products or services to help provide you with recommendations and special offers that we think will interest you.
- We may examine your energy usage patterns to recommend programs or offers that can help save you money.
- We may conduct data analytics to understand your energy needs and preferences so we can develop, enhance, market and provide products and services to you.
Managing and developing our business and operations
- Managing, maintaining, and developing plans for our services and our gas systems.
- Supporting our business functions.
- Developing plans for renewable energy and/or energy conservation programs.
- Improving our products and services.
- Maintaining utility and systems security and detecting and prosecuting security incidents.
- Detecting and/or repairing system performance issues.
- Managing relationships with vendors.
- Assessing candidates for employment.
- Evaluating or conducting a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all our assets, whether as an ongoing concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by us is among the assets transferred.
Meeting legal and regulatory requirements
- Cooperating with governmental energy aggregators, regulatory authorities, and state tax collection authorities.
- Responding to law enforcement requests.
- Complying with an applicable law, court order, commission request, or request from other local, state, or federal governmental agencies or other entity with legal authority to obtain such personal information.
- Assisting emergency responders in situations of immediate threat to life or property.
If we identify a new purpose to use the personal information that we have collected from you, we will provide notice of the new purpose in this Privacy Notice. In cases where the new purpose is not consistent with the original purpose, we will ask you for your consent before using your personal information for the new purpose.
1.3 Consent: Why do we require your permission?
We collect, use or disclose your personal information only with your consent except under certain circumstances listed at the end of this section. Subject to applicable legal requirements, your consent may be express or implied, and you may give it to us in writing, verbally, electronically, or through your authorized representative.
Implied consent means that by using our products and/or services, you have consented to the collection, use and disclosure of your personal information for the purposes identified by Enbridge. This includes consenting to the sharing of personal information with our third-party partners to provide you with services and products on our behalf related to gas distribution such as but not limited to, operations & maintenance, energy safety, call center support, and marketing communications including energy conservation, customer satisfaction surveys, and promotional offers.
You can opt out of marketing communications anytime by completing the Contact us form on our Data Trust Center or by clicking the “unsubscribe” link in our promotional emails. You will still receive emails related to your account, service and safety as these messages are not considered marketing or promotional.
Express consent means that we have your permission before we collect, use, or disclose your personal information. For example, we will not use your personal information to enroll you in products and/or programs without your express consent. This means we get your permission in advance when you sign up directly for the product or program, whether it is with us or an authorized third party. In addition, under particular state laws or regulations, your express written consent may be required as a condition of disclosure. You may withdraw your consent at any time, subject to legal and regulatory restrictions and reasonable notice, by visiting our Contact us section of our website.
We do not provide or sell customer lists to any outside company for marketing, targeted advertising, solicitation or any other such purpose. We may share with authorized third parties de-identified, aggregated or anonymized data to identify trends, statistical analysis or to improve how we market products and services.
We will not use or disclose your personal information without your consent except in the following circumstances:
- When required by law or law enforcement purposes.
- For an emergency that threatens life, health or security.
- Sharing important information or alerts with you, e.g. during an emergency or gas outage.
- To bill for or collect a debt that you owe us or a third-party on our behalf who provides collection services, or to evaluate your credit worthiness.
- To an authorized third party we have contracted to provide you with services or products on our behalf.
- To an authorized third party we have contracted to assist us in understanding your energy needs and preferences related to our energy conservation programs.
- Government agencies from which public records are obtained such as for the purpose of bill payment assistance, governmental programs and legal requirements.
- If the information is publicly available.
2.0 Protecting your personal information
2.1 Security safeguards and employee awareness
Keeping your personal information confidential and secure is a priority for us. To ensure protection of your personal information and to respect your privacy, we have developed security procedures to safeguard and protect your personal information against loss, theft, unauthorized disclosure, copying, and unauthorized use or modification.
Our employees are trained to maintain the security and confidentiality of your personal information.
2.2 Agents and third-party service providers
Enbridge may contract with agents, contractors and other third parties for services related to gas distribution, such as collections, meter reading, call center support, operations & maintenance, energy safety and energy conservation programs. From time to time, we may need to share some of your personal information with these third parties for the purposes identified in this Privacy Notice. In some instances, such third parties may communicate directly with you to provide the service or product on our behalf. This includes marketing communications such as contacting you to understand your energy conservation patterns, perform customer satisfaction surveys, informing you about promotional offers to help you save money, and more. For example, we may share your personal information with:
- Our subsidiaries and affiliates, acting on our behalf.
- Data analytics providers that manage energy conservation programs on our behalf.
- Affiliates, agencies and/or vendors that interact with us in connection with the goods we offer and the services we perform, including non-affiliated vendors or agencies, such as subcontractors providing requested products and services, payment processors, customer survey administrators, and energy assistance agencies.
- Third parties to whom you or your agents authorize us to disclose your personal information.
- Vendors to provide you or your household, on our behalf, products or services you request or may be interested in such as home energy audits and assessing applicability of energy conservation programs.
- Regulators and governmental authorities.
When we share personal information with others, Enbridge implements reasonable contractual protections to limit third party use of your personal information. Any third party that we share your personal information with is contractually bound to keep your information confidential and secure and to refrain from using it in any way other than is necessary to perform the service. Enbridge does not sell consumers' personal information for direct monetary consideration.
You can opt out of marketing communications anytime from us or the third parties we work with by completing the Contact us form on our Data Trust Center or by clicking the “unsubscribe” link in our promotional emails. You will still receive emails about your account, service, product and/or safety as these are not considered marketing or promotional.
2.3 How we communicate with you
This section of the Privacy Notice provides information about how we communicate with you and the choices you may have. Participation in certain Enbridge products or services requires that we communicate with you in certain ways that cannot be modified based on individual preferences. For example, participation in certain outage notification programs requires acceptance in receiving automated phone alerts and participation in e-billing requires a valid email address.
- Utility service-related telephone communications: Enbridge may call or text you regarding matters closely related to your utility service at the telephone number(s) you provide associated with your utility account. This may include, but is not limited to, the use of pre-recorded/artificial voice messages and/or automatic telephone dialing systems. You are responsible for updating the telephone number(s) associated with your account. To update your account, please visit the Contact us section on our website.
- Text messaging: If you enroll in one of our text messaging services (e.g. Outage Reporting), you may opt-out by sending STOP to any text message you receive or by following the opt-out instructions in the message.
- Postal Mail: You may receive marketing materials via postal mail from Enbridge, or from our authorized third parties.
- Email: You may receive email communications from us or an authorized third party in connection with your use of our products and services. For example, when you sign up for an account online or perform an online transaction such as paying your bill or requesting a new password. For specific information regarding changing email communication preferences associated with your account, please visit our contact us page on our website. In some cases, we may contact you to let you know about new products or services that may be of interest to you.
- Mobile applications: You may opt-out of receiving notifications through our mobile applications. Either select the option to “not allow” on the notification prompt the first time you open the app, or if notifications are already enabled, disable them for the app through Settings on your mobile device.
You can choose how we communicate with you for marketing and promotional messages. You can opt-out of these communications by completing our Contact us form on our Data Trust Center or by clicking the “unsubscribe” link in the marketing pr promotional email.
4.0 Protecting children's privacy online
Enbridge does not knowingly collect any information from any individual under 13 years of age. If you are under 13 years of age and using this website, please do not give us any personal information. If you need help, please ask a trusted adult.
5.0 Visiting Enbridge websites
As a visitor to our websites, you are not required to reveal any personal information, such as name, address, or telephone number. Your personal information is collected when you voluntarily complete an online application, request form, or survey and used in the same manner as any other personal information we collect to provide services and/or products to you. Your personal information can be collected electronically if you opt in to certain cookies on our website.
5.1 Use of cookies
We use different types of cookies to enhance your experience on our website. To respect your privacy, by default, we have deactivated cookies except for essential cookies. These cookies are required for the proper functioning of our website, allowing you to browse in an optimal and secure manner. Essential cookies do not collect your personal information.
You may choose which types of cookies to allow and can change your preferences at any time by clicking “Manage your cookies” on the bottom of our website. Learn more about what cookies are, how we use them and what your choices are by understanding our Cookies Policy.
6.0 Links to other websites
Our websites and mobile applications may link to other websites that are not operated or controlled by Enbridge. We do not monitor or control, and are therefore not responsible for, the privacy practices or the content of linked external websites. We recommend reviewing the privacy policies for any linked websites you visit.
7.0 Contact information and resources
If you have any questions about this Privacy Notice or wish to contact us concerning personal information you provided to us, change your consent to the ways in which we may use your personal information, have a complaint about our Privacy Notice or the way we may have handled your personal information, please contact our Privacy Office as follows:
- Online: Data Trust Center
- Email: privacy.office@enbridge.com
8.0 Privacy Notice Changes
We may make changes to this Privacy Notice periodically and will provide at the top of this Notice the date it was most recently updated. Using our websites, mobile applications, or services where this Privacy Notice is posted constitutes your acceptance of our privacy practices. New Notices will be published on our website and will show “last updated”. If we make material changes to the Notice, we will notify you on the home page of our website.
