Privacy Statement

Latest updated: April 1, 2025

Our commitment

This Privacy Statement is based on the federal Personal Information Protection and Electronic Documents Act ("PIPEDA"). It governs the commercial relationship between Enbridge Sustain (the unregulated lines of business of Enbridge Gas Inc. and its affiliates) and individuals who are our customers or potential customers ("you").

At Enbridge Sustain we are committed to providing excellent service and to ensuring that our relationship with you is conducted with integrity and in a responsible, fair, honest and ethical manner. Consistent with these objectives we maintain high standards of confidentiality with respect to the personal information in our possession.

If you have any questions about this Privacy Statement or wish to access the personal information in our possession about you, please contact our Privacy Officer.

1.0 Collection, use and disclosure of personal information

1.1 What personal information do we collect?

Personal information is information about you as an individual customer or potential customer and relates specifically to you (such as your name and address). When you first become a customer or whenever you require or renew a service or product from us, we need to collect some of your personal information. However, the personal information that we collect from you is always limited to the purposes that we have identified to you.

1.2 Purposes: Why do we collect personal information?

We ask you to provide us with your personal information for the following purposes:

• To provide sustainable energy solutions.
• To provide quotes and estimates for products and services.
• To bill and collect payment for products and services, including e-billing.
• To meet legal requirements relating to the services or products.
• To understand your sustainable energy needs and preferences to provide information about our products and services that may be of interest. If you do not want to receive communications from Sustain, you have the choice to opt-out of marketing messages. Simply select “unsubscribe” in the email.
• To confirm and authenticate your identity
• To ensure account security through various methods of account verification (for example, challenge questions, multi-factor authentication, and other means).

If we identify a new purpose for the personal information that we have collected from you, we will provide notice of these new purposes in this Privacy Statement. In cases where the new purpose is not consistent with the original purpose, we will ask you for your consent before using your personal information for the new purpose.

1.3 Consent: Why do we require your permission?

We collect, use or disclose your personal information only with your consent. Your consent may be express or implied, and you may give it to us in writing, verbally, electronically, or through your authorized representative. If you use our products and services, we consider that you have implied your consent for us to collect, use and disclose your personal information for the purposes identified above. You may withdraw your consent at any time, subject to legal restrictions and reasonable notice.

In order to determine whether a person has implied consent to access account information, Enbridge Sustain may ask and confirm answers to a number of questions about account details. A customer that wishes to restrict account access can make that request through the Enbridge Sustain call centre.

We do not provide or sell customer lists to any outside company for marketing, solicitation or any other such purpose. We will not use or disclose your personal information without your consent except in the following circumstances:

• When required by law or law enforcement purposes.
• For an emergency that threatens life, health or security.
• To bill for or collect a debt that you owe us or a third party on whose behalf we provide billing and collection services, or to evaluate your credit worthiness.
• To a third party that we have contracted with to provide you with services on our behalf or to assist us in understanding your energy needs and preferences.

2.0 Protecting your personal information

2.1 Security safeguards and employee awareness

Keeping your personal information confidential and secure is a priority for us. In order to ensure protection of your personal information and right to privacy, we have developed security procedures to safeguard and protect your personal information against loss, theft, unauthorized disclosure, copying, and unauthorized use or modification.

Our employees are trained to maintain the security and confidentiality of your personal information.

2.2 Agents and third party service providers

Enbridge Sustain contracts with agents, contractors and other third parties for services to support our operations, such as billing, call centre support, design & installation, service & maintenance, energy safety and efficiency information. From time to time, we may need to share some of your personal information with these third parties further for the purposes identified above and in order to serve your needs and in some instance such third parties may communicate directly with you. To a limited extent, Enbridge Sustain contracts with foreign service providers for services such as data processing. These third parties may be required to disclose personal information in response to valid demands or requests from governments, regulators, courts and law enforcement authorities in accordance with the laws of the jurisdiction in which the service provider is located.

Any third party that we share your personal information with is contractually bound to keep the information confidential and secure and to refrain from using it in any way other than is necessary to perform the services.

3.0 Your rights

3.1 Accessing your personal information

You have the right to ask whether we hold any personal information about you and to see that information. We will respond to your written request for access within 30 days of the request being made.

You could refuse to allow us to obtain, use or share your personal information or you could also withdraw a previously given consent at any time. However, by doing so, depending on the situation, you may be limiting or even preventing our ability to provide you with the service or product you desire.

3.2 Requesting an update or correction

If you believe that any of your personal information is inaccurate, you may ask us to correct it. We will respond to your request to update or correct your personal information within 30 days of the request being made.

3.3 Registering complaints

In the event of any conflict or other concern regarding access to, or the accuracy or our use of, your personal information, you may register a question or complaint with our Privacy Officer.

4.0 Visiting Enbridge Sustain website 

A visitor to the Enbridge Sustain website, enbridgesustain.com, is not required to reveal any personal information, such as name, address, or telephone number. Nor is such information collected passively by electronic means, except as outlined below.

Your personal information is collected when you voluntarily complete an online application, request form, or survey and used in the same manner as any other personal information we collect in the course of providing services to you.

4.1 Use of cookies

We use different types of cookies to enhance your experience on our website. To respect your privacy, by default, we have deactivated cookies with the exception of essential cookies. These cookies are required for the proper functioning of our website, allowing you to browse in an optimal and secure manner. Essential cookies do not collect your personal information. You may choose which types of cookies to allow and can change your preferences at any time by clicking “Manage your cookies” on the bottom of our website. Learn more about what cookies are, how we use them and what your choices are by understanding our cookie policy.

5.0 Contact information and resources

If you wish to access your personal information, change your consent to the ways in which we may use your personal information, have a complaint about our Privacy Statement or the manner in which we may have handled your personal information, or if you have any other question about our Privacy Statement, please contact our Privacy Officer as follows:

• By mail: Enbridge Sustain Inc. 500 Consumers Rd, North York ON M2J 1P8 
• By email: privacy.office@enbridge.com

To find out more about federal privacy laws, including the PIPEDA (the law applicable to Enbridge Sustain Inc.), contact the Office of the Privacy Commissioner of Canada at 1–800–282–1376 or visit its website at www.priv.gc.ca.

6.0 Enbridge Gas Inc's commitment to the ten privacy principles

1. Accountability
   Enbridge Sustain Inc. is responsible for personal information under its control and has designated a Privacy Officer who is accountable for Enbridge Sustain Inc.'s compliance with the ten privacy principles.
2. Identifying purposes
   Enbridge Sustain Inc. shall identify the purposes for which personal information is collected at or before the time of collection.
3. Obtaining consent
   The knowledge and consent of a customer are required for the collection, use, or disclosure of personal information, except where inappropriate.
4. Limiting collection
   The collection of personal information shall be limited to that which is necessary for the purposes identified by Enbridge Gas Inc. Personal information shall be collected by fair and lawful means.
5. Limiting use, disclosure and retention
   Enbridge Sustain Inc. shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Enbridge Sustain Inc. shall retain personal information only for as long as necessary to achieve fulfillment of the identified purposes.
6. Keeping personal information accurate
   Enbridge Sustain Inc. shall keep personal information as accurate, complete, and up–to–date as is necessary for the purposes for which it is to be used.
7. Safeguarding personal information
   Enbridge Sustain Inc. shall protect personal information by security safeguards appropriate to the sensitivity of the information.
8. Openness concerning our privacy practices
   Enbridge Sustain Inc. shall ensure that specific information about its policies and practices relating to the management of personal information is made readily available to customers and potential customers.
9. Customer access
   Enbridge Sustain Inc. shall, upon request, inform a customer of the existence, use, and disclosure of his or her personal information and shall give such customer access to that information.
10. Challenging compliance
    A customer shall be able to address a challenge concerning Enbridge Gas Inc.'s compliance with PIPEDA to Enbridge Gas Inc's Privacy Officer.

7.0 Changes to Privacy Statement

We may change our Privacy Statement and privacy practices. New statements will be published on our website and will show “last updated”. If we make material changes to the Statement, we will notify you on the home page of our website.