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Customer Privacy Notice

This Privacy Notice explains how and why we use our customers’ personal data. Bristol Water is committed to protecting our customers’ data, upholding their data rights, and meeting their expectations for handling personal data.

About us

Bristol Water plc is a water-only company in the Bristol and South West area. We are a registered data controller, registration number: Z5277208. This means it is our responsibility to maintain and protect all personal data that we collect and ensure that anyone we share personal data with will also adequately protect that data.

The diagram below is an extract from our group company structure:

DP-Structure-Customer-Privacy-Notice

The diagram shows two group companies that we may share your data with. The first is Bristol Wessex Billing Services (also known as BWBSL or Pelican Business Services) and is also part-owned by Wessex Water Services Ltd. By sharing your data with Bristol Wessex Billing Services it means we can provide a joint bill for your water and sewerage. For more information please see the ‘Who we share your data with’ section.

Bristol Wessex Billing Services own a company called Searchlight Collections Ltd, which is a debt collection agency. Your data would only be shared with Searchlight Collections in the event of non-payment.

Additional Information...

Data Protection Officer

We have appointed a Data Protection Officer (DPO) who is responsible for monitoring Bristol Water’s compliance with data protection legislation. To contact the DPO email dataprotection@bristolwater.co.uk.

Information Commissioner’s Office

If you have any concerns about the content of this Privacy Notice, or about how Bristol Water collects, uses, or transfers customer data you may contact the Information Commissioner’s Office at ico.org.uk or call their helpline on 0303 123 1113.

What information are you looking for...

What personal data we collect about you

Purpose for collecting your data

Who we share personal data with

What personal data we collect about you

We will always endeavour to make clear why we are collecting your personal data at the time.

Information you give us

We will collect your personal data whenever you fill in a form, contact us (including by social media), pay us, request a service, provide feedback, enter a competition, or complete a survey.

Information you provide us may include:

  • Account and card details – account number and sort code, account holders name, direct debit details
  • Contact details – postal address, email address, mobile or landline numbers
  • Personal details – name, date of birth

For certain customers we might ask for health information too. This is where a health condition could impact your usage, where you have additional requirements, or if you require extra support from us. We will use the health data to assess requirements and ensure we provide the services you need. We will only ever do this with your explicit consent, which can be withdrawn at any time.

Information we collect
Information provided by other sources

Purpose for collecting your personal data

We will only collect data where we have a clear and legal basis to do so. These services may be performed by Bristol Water or a third party service provider acting on our behalf. Listed below is an explanation of each legal basis we use and why.

Legal Obligation

We will use your data to meet our legal obligations, in particular under:

  • Water Industry Act 1991
  • Water Act 2014
  • Water Supply (Water Fittings) Regulations 1999
  • Water Supply (Water Quality) regulations 2016
  • Our Instrument of Appointment, as issued by the Secretary of State for the Environment

It is a legal obligation that we provide you with water services we have and the authority to charge you for that service. We also have legal obligations to maintain and protect the water supply network.

Public Interest
Legitimate Interest
Vital Interest
Consent

Who we share personal data with

We are required to share personal data with multiple parties for legal, regulatory, and operational purposes. Whenever we share personal data we will ensure it is the minimal amount necessary and use anonymised or aggregate data wherever possible.

We will not sell your data to be used for marketing purposes.

Service Providers

List of Service Providers:

  • Bristol Wessex Billing Services Limited (t/a Pelican Business Services) -Read meters, send out bills, handle billing enquiries, process payments, and account management
  • Wipro Limited -Our IT services provider. They have access to all our systems and data. Please note: Wipro are based in India therefore we may transfer personal data outside of the EEA, an appropriate data sharing agreement is in place for this purpose.
  • Network Maintenance Contractors (including Kier Integrated Services Limited) -Perform network maintenance, including street works and responding to water supply incidents, provide priority services to ‘vulnerable’ customers.
  • Self -Lay Providers -Making new supply connections at development sites
  • Housing Associations and Landlords -Water regulations inspections
  • Land Agents -Managing our land and property, and obtaining land rights
  • Customer Services Support -Handle large scale call volumes during water supply incidents, and provide software for live chat featured on our website
  • Social Media Platforms -Responding to enquiries and complaints
  • Market Researchers -Carry out and analyse surveys and feedback results
  • Mgage Europe Limited -SMS text alert system during water supply and water quality incidents
  • Credit reference agencies -Carry out credit checks
  • Debt recovery companies (including Searchlight Collections Limited) -Collection of unpaid charges
  • Insurance providers -Managing litigation and compensation claims
  • Auditors -Provide assurance for business processes and decision
  • External Legal and Professional Advisors -Obtaining legal advice, managing disputes, and compensation claims
Other Utility Companies
Legal and regulatory authorities
Customer Surveys

Our Data Protection Officer

We have appointed a Data Protection Officer (DPO) who is responsible for monitoring our compliance with data protection legislation. To contact the DPO please see our ‘Contact Us’ page.

Marketing

It is a legal duty for us to promote water efficiency. We use a number of methods, including direct marketing on occasion. This may include promoting products and services we provide. We may engage a third party to provide this service on our behalf.

We will never sell your data to third party marketing companies.

Bristol Water supports the work of WaterAid, a charity that aims to ensure all people across the world have access to clean water and hygiene facilities. Occasionally we will include some information about WaterAid as a bill insert.

Your Rights

We recognise customer rights under data protection legislation:

  • Right to be Informed – customers are entitled to know how their data is processed. This notice is designed to provide an overview of all processing activity. If more specific detail is required please contact us at dataprotection@bristolwater.co.uk.
  • Right to Access – customers can access their data via a Subject Access Request, for more information please see our Customer Subject Access Request Policy here.
  • Right to Rectification – if customer data is found to be inaccurate we are under an obligation to correct it. This may be done by contacting our Customer Services team.
  • Right to Object – a customer has a right to object to processing under the legal basis of public interest or legitimate interest. Any objection will be appropriately considered by the Data Protection team.
  • Right to Restriction on Processing – We have processes in place to restrict processing where there is a legitimate objection.
  • Right to Erasure – customers have the right to be forgotten. Personal data shall be deleted where there is no longer a legitimate purpose to the data processing in accordance with our data retention policy.
  • Right to Data Portability – Where applicable, we have processes in place to allow data portability to another data controller.
  • Right to not be subject to automated decision making – customers have the right to have automated decision making to be reviewed by our personnel. We do not use automated decision making at the moment and will inform customers if our policy changes here.

Get in touch

Call us

Feel free to call our customer service team to discuss anything listed above.