Notice of Consumers Energy’s Privacy Policy

Last modified: October 26, 2018

Definitions

"Personal Information" means any information that, when used alone or combined with other personal or identifying information, can be used to distinguish or derive the identity of an individual, family, or household who is or which includes a customer of Consumers Energy. Such information is subject to confidentiality requirements.

"Third Parties" means vendors, agents, contractors, or affiliates that provide service to or on behalf of Consumers Energy

"You" means any Consumers Energy customer, website visitor, or mobile application user.

“We” means Consumers Energy.

Purpose of This Notice

The Customer Data Privacy Policy was initiated for the benefit of our customers, to ensure the protection of customer-specific energy use data and personally identifiable information (PII). The goal is to strike a reasonable balance between the collection, use or disclosure of any customer information by Consumers Energy while facilitating safe and reliable energy service, complying with legislative and regulatory mandates and meeting customers’ expectations regarding the collection, disclosure and use of their data and personal information.

Consumers Energy’s privacy policy is reviewed on a periodic basis. When an update is made, a notice of Consumers Energy’s privacy policy will be prominently posted on the Consumers Energy website.

Collection

Consumers Energy collects customer information for the purposes of providing energy services and other products. Customer Information examples include, but are not limited to:

  • Contact information that allows us to communicate with you, including your name, address, telephone number and email address.
  • Billing and payment information, including your payment data, credit history, driver’s license or state ID number and Social Security Number.
  • Electric and natural gas use data gathered by our metering systems such as ccf, mcf, therms, dth, kW, kWh, voltage, var, or power factor, and other data that is recorded by the electric or natural gas meter.
  • Information gathered when you choose to participate in company programs or services, such as bill payment assistance, shut-off protection, renewable energy, demand-side management, load management or energy efficiency.
  • Anonymized website cookie data for the purposes of analysis on how visitors use the Consumers Energy website.

Company Usage

Consumers Energy will not disclose your information to third parties without your written consent, with the following exceptions:

  • When it is necessary or related to our provision of electric or natural gas services, Consumers Energy may disclose your information to Agents and Contractors working on behalf of the company without first obtaining your consent.
  • Consumers Energy will disclose your information as directed or required by any warrants, court orders, subpoena, or regulatory requirement. The provision of such information will be reasonably limited to the amount authorized by law or reasonably necessary to fulfill a request compelled by law.
  • Consumers Energy may provide third parties with aggregated and non-identifiable data, containing general characteristics of a customer group, which is used for analysis, reporting or program designs.
  • Consumers Energy will not sell your information, except in connection with sales of certain aged receivables to third party collection firms for purposes of removing this liability from its accounts.

Customer Usage

You have a right to know what information Consumers Energy maintains about you, except for proprietary data or that which is used for internal Consumers Energy business purposes only. The Company will respond to requests for the information which Consumers Energy maintains about you within 10 business days of being contacted by the Customer.

Some requests for information extend beyond Standard Usage Information. Fulfilling these requests requires special data processing that is not a part of normal utility service and results in expenses that would not otherwise be incurred. Such requests are fulfilled at the discretion of the Company. The costs of fulfilling any special requests shall be borne solely by the Customer, and be based on the specifics of the data request and the associated costs of developing, processing, and transmitting the requested data.

You may request that your information be released to you or a third party of your choice. Consumers Energy is not responsible for a third party's unauthorized disclosure or use of customer information. The following methods may be used to make these requests:

Website:

To obtain your information from the Company’s website, you can access the customer portal by navigating to https://www.consumersenergy.com and logging into your account OR by creating a profile by providing Street Address / Last Name / Organization Name / Phone Number or Account Number.

From the customer portal, you can obtain your usage data by navigating to Energy Use Details and selecting the Energy Insights tab. Data can be downloaded by clicking the green button labeled “Download My Data”.

In Writing or by Email

To request this information or to request that your information be released directly to a third party of your choice, use these steps:

Residential Customers

  • Complete the Release of Customer Information form with all required information.
  • Return the completed form to the address (or email) provided on the form.
  • Your request will be processed within 10 business days of receipt of written consent.
  • Note: You must provide all information requested on the form. Incomplete forms will not be processed.

Business/Commercial and Industrial Customers

  • Complete the Letter of Authorization.
  • Mail form to:
    BUSINESS CENTER
    CONSUMERS ENERGY
    4000 CLAY AVENUE SW
    PO BOX 201
    GRAND RAPIDS, MI 49501-0201
  • Your request will be processed within 10 business days of receipt of written consent.
  • Note: You must provide all information requested on the form. Incomplete forms will not be processed.

You have the opportunity to request corrections or amendments to Customer Account Information or Personal Data that the Company collects, stores, uses or distributes. Requests of this nature shall be made in writing.

Protecting Your Information

We use industry-standard administrative, technical, and physical security measures to ensure the integrity of our systems and to protect your information from unauthorized access, destruction or alteration. Such protection measures include an enterprise security program based upon industry standard frameworks, security awareness for employees, dedicated team to detect and respond to threats, and collaboration with peers, state and federal partners.

Retention And Disposition

Consumers Energy will only keep customer information for as long as is necessary for the purpose(s) for which it was originally collected.