Privacy Policy

Canadian Utility Savings & Support (“CUS&S”, “we”, “us” or “our”) is an independent non-profit organization. This policy explains how we handle personal information when you use our website, call us, request a program assessment or ask to be connected with a contractor. It is written to reflect the fair information principles in Canada’s Personal Information Protection and Electronic Documents Act (“PIPEDA”) and applicable provincial private-sector privacy laws.

1. Accountability and Privacy Officer

CUS&S is accountable for personal information under its control, including information processed by service providers. Our Privacy Officer oversees compliance, access requests, complaints, safeguards, retention and service-provider reviews. Contact the Privacy Officer by calling 1-800-555-0199 and asking for the Privacy Officer. We will acknowledge privacy inquiries and explain any additional information needed to verify your identity.

2. Information we collect

We collect only information reasonably needed to respond to a homeowner request. This may include your name, email address, telephone number, postal code, home type, primary heating type, preferred contact time, consent records and the date of your request. If you continue with an assessment, we may also collect details you choose to provide about home ownership or tenancy, household and program eligibility, utility service, energy use, building age and condition, proposed upgrades, quotes, assessments, equipment and funding applications.

Our website and hosting providers may automatically process limited technical information, such as IP address, browser type, timestamps, security events and request logs, to operate and secure the service. We do not knowingly collect precise geolocation through the application form.

3. Why we use information

• to respond to your request and contact you at the time you prefer;
• to identify federal, provincial, territorial, municipal or utility programs that may be relevant;
• to help organize an energy assessment or explain application steps;
• to match you with an appropriate local contractor, but only after obtaining your separate consent to that disclosure;
• to maintain records of consent, communications and service quality;
• to prevent fraud, abuse and security incidents; and
• to meet legal, regulatory, insurance and accounting obligations.

We do not sell or rent personal information. We do not use application information for unrelated marketing without consent.

4. Consent and choices

We request meaningful consent at or before collection and identify the purposes in plain language. You may withdraw consent, subject to legal or contractual restrictions and reasonable notice. Withdrawal does not affect processing already lawfully completed and may prevent us from continuing the requested service. Submitting an intake does not consent to disclosure to a contractor; we will identify the proposed contractor or category of contractor and seek separate consent first.

5. When we disclose information

We may disclose the minimum necessary information to technology, hosting, security and professional service providers acting for us under confidentiality and data-protection obligations. With your separate consent, we may disclose relevant contact and project information to an approved local contractor so that the contractor can discuss your project. A contractor may also collect information directly from you under its own privacy practices.

We may disclose information where required or permitted by law, including to investigate fraud, respond to lawful government requests, protect safety or enforce our rights. We do not disclose information to governments merely because you request grant guidance, and we are not a government grant administrator.

6. Processing and data residency

Our current website database and supporting infrastructure are hosted outside Canada. Personal information may therefore be processed and stored in other jurisdictions and may be accessible to courts, law-enforcement or national-security authorities under the laws of those jurisdictions. We remain accountable for information transferred to service providers and use contractual, organizational and technical measures appropriate to the sensitivity of the information. We do not represent that current application data is stored exclusively in Canada.

7. Safeguards

We use safeguards appropriate to the sensitivity and volume of information, including encrypted network transmission, access controls, restricted administrative access, rate limiting, service-provider controls and procedures for responding to suspected breaches. No internet service is completely secure. If a breach creates a real risk of significant harm, we will notify affected individuals and report it as required by law.

8. Retention and disposal

We keep information only as long as reasonably necessary for the purposes described above, including responding to your request, documenting consent, resolving disputes and meeting legal obligations. Retention periods are reviewed according to record type. When information is no longer required, we delete, anonymize or securely dispose of it, subject to backup rotation and legal holds.

9. Access and correction

You may request access to personal information we hold about you, ask how it has been used or disclosed, and request correction of inaccurate or incomplete information. We may need to verify your identity. Any legally permitted refusal will be explained, including available complaint options. Contact our Privacy Officer at 1-800-555-0199.

10. Cookies, children and external links

We may use essential storage or cookies needed for security and operation. We do not knowingly solicit application information from children under 18. Our website may link to government, utility or contractor websites; their privacy practices are their responsibility.

11. Complaints and changes

Please raise concerns first with our Privacy Officer. If we cannot resolve your concern, you may contact the Office of the Privacy Commissioner of Canada or the applicable provincial privacy commissioner. We may update this policy to reflect operational or legal changes. The effective date above identifies the current version, and material changes will be presented prominently where appropriate.