Customer Service Policy A.1
Customer Confidentiality
Notice of Accessing, Collecting, Storing, Using, and Disclosing Energy Usage Information
Sonoma Clean Power Authority (SCPA), its employees, agents, contractors, and affiliates shall maintain the confidentiality of individual customers’ names, service addresses, billing addresses, telephone numbers, email addresses, account numbers, and electricity consumption, except where reasonably necessary to conduct SCPA’s business or to provide services to customers as required by the California Public Utilities Commission (CPUC). Examples of reasonably necessary business purposes include but are not limited to when such disclosure is necessary to (a) comply with law, regulation, or court order; (b) enable SCPA to provide service to its customers; (c) collect unpaid bills; (d) obtain and provide credit reporting information; (e) resolve customer disputes or inquiries; (f) communicate about demand response, energy efficiency, energy management, and conservation programs, or (g) in situation of imminent threat to life or property. SCPA shall not, under any circumstance, disclose customer information for third-party telemarketing, e-mail, or direct mail solicitation. Aggregated data that cannot be traced to specific customers may be released at SCPA’s discretion.
Customer data, including individual customer names, addresses, and electric energy usage data, is collected via PG&E’s metering systems. SCPA may share customer data with contractors and vendors for purposes of providing services and operating programs. Contractors and vendors are required to agree to only use customer data for program operational purposes and protect it under the same standards as SCPA. SCPA maintains customer-specific energy usage and billing information for only as long as is reasonably necessary, typically not more than five years unless otherwise necessary by law or regulation.
The effective date of this policy is October 22, 2015. Notice of this policy will be provided annually to customers via an on-bill message to guide customers to the most updated version on Sonoma Clean Power’s website at www.sonomacleanpower.org. Any changes to this policy between notification periods will be communicated through Sonoma Clean Power’s website. Previous versions of this policy can be requested via email at info@sonnomacleanpower.org or by mailed request to Sonoma Clean Power, Attention: Customer Care Manager, PO Box 1030, Santa Rosa, CA 95402.
Customers having any questions or concerns regarding the collection, storage, use, or distribution of customer information, or who wish to view, inquire about, or dispute any customer information held by SCPA or limit the collection, use, or disclosure of such information, may contact Erica Torgerson, Customer Care Manager, by phone at (707) 791-1341, via email at etorgerson@sonomacleanpower.org, or by mail at PO Box 1030, Santa Rosa, CA 95402.
