Customer Privacy

Pioneer Community Energy

Customer Policy  1 –  Customer Privacy

Pioneer Community Energy, 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 Pioneer Community Energy’s business or to provide services to customers as required by the California Public Utilities Commission (CPUC) when Processing Notices of Accessing, Collecting, Storing, Using, and Disclosing Energy Usage Information.

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 Pioneer Community Energy 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 situations of imminent threat to life or property. Pioneer Community Energy 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 Pioneer Community Energy’s discretion.

Customer data, including individual customer names, addresses, and electric energy usage data, is collected via PG&E’s metering systems. Pioneer Community Energy 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 Pioneer Community Energy. Pioneer Community Energy maintains customer-specific energy usage and billing information only as long as is reasonably necessary, not more than five years, unless otherwise necessary by law or regulation.

The policy is effective upon its adoption by the Governing Board of Pioneer Community Energy. Notice of this policy will be provided annually to customers via an on-bill message to guide customers to the most updated version on Pioneer Community Energy’s website at www.PioneerCommunityEnergy.ca.gov . Any changes to this policy between notification periods will be communicated through Pioneer Community Energy’s website. Previous versions of this policy can be requested via email at customerservice@pioneercommunityenergy.ca.gov or by mailed request to Pioneer Community Energy, Attention: Customer Services Manager, Pioneer Community Energy, PO Box 1558, Rocklin, CA 95677.

Customers having any questions or concerns regarding the collection, storage, use, or distribution of customer information, or who wish to view, inquire, or dispute any customer information held by Pioneer Community Energy, or limit the collection, use, or disclosure of such information, may contact Name, Customer Care Manager, by phone at 1(844) 937-7466, via email at customerservice@pioneercommunityenergy.ca.gov or by mail at Pioneer Community Energy, PO Box 1558, Rocklin, CA 95677.

Customer Policy 1 Customer Confidentiality This version 1.0
Approved by: Pioneer Community Energy Governing Board Date: 11/27/2017
First Version: Policy 01-2017 Date: 11/27/2017
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