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Philosophy Surrounding Privacy

We, at Cricket Energy Holdings Inc. hereinafter referred to as "Cricket" "we" or "us", value the trust that you have shown in our business and, in turn, we are committed to maintaining the accuracy, confidentiality, and security of your personal information. 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. To that end, we have adopted this privacy policy.

This policy explains how we collect, use, disclose and safeguard the personal information provided to us either directly by you or by a third party. By providing personal information to us or authorizing a third party to provide your personal information to us, you signify your consent to our collection, use and disclosure of your personal information in accordance with this privacy policy. For purposes of this privacy policy, "personal information" shall mean any information that can identify an individual directly or through other reasonably available means. Personal information will not include an individual's business contact, address or business telephone number. As part of our commitment to treat your personal information with respect, we operate in accordance with the following ten principles (the "Principles"):

Principle 1 - Accountability
Principle 2 - Identifying Purposes
Principle 3 - Consent
Principle 4 - Limiting Collection
Principle 5 - Limiting Use, Disclosure and Retention
Principle 6 - Accuracy
Principle 7 - Safeguarding Customer Information
Principle 8 - Openness
Principle 9 - Customer Access
Principle 10 - Handling Customer Complaints and Suggestions

Principle 1 - Accountability

We will maintain and protect the personal information under our control. Our Privacy Officer ensures compliance with the Principles.

Principle 2 - Identifying Purposes

The purposes for which personal information is collected by us will be identified to you before or at the time the information is collected.

Principle 3 - Consent

Except where required or permitted by law, your informed consent is required for our collection, use or disclosure of your personal information.

Principle 4 - Limiting Collection

The personal information collected by us shall be limited to those details necessary for the purposes identified to you.

Principle 5 - Limiting Use, Disclosure and Retention

We will only use or disclose your personal information in accordance with the purposes for which it was originally collected unless you have otherwise consented, or when it is required or permitted by law. We will retain your personal information only for so long as is required to fulfill the purpose for which it was collected or as required by law, and applicable regulations, and in accordance with our document retention and destruction policies in effect from time to time.

Principle 6 - Accuracy

We shall make every reasonable effort to ensure your personal information is maintained in an accurate, complete and up-to-date form.

Principle 7 - Safeguarding Customer Information

We shall utilize no less than industry standard security safeguards to protect your personal information.

Principle 8 - Openness

If you would like a copy of our privacy policies we would be more than happy to provide one to you and if you have any questions regarding same, we are more than happy to discuss the merits with you.

Principle 9 - Customer Access

Upon your request, we shall inform you of: (i) the type of personal information we have collected; (ii) how we have used your personal information in the past, and how we may in the future; and (iii) whether or not we have disclosed your personal information to any third parties (and, if so, to whom). Individuals may verify the accuracy and completeness of their personal information, and may request that it be amended, if appropriate.

Please note that before we are able to provide you with any information or correct any inaccuracies we may ask you to verify your identity and to provide other details to help us to respond to your request.

Principle 10 - Handling Customer Complaints and Suggestions

Customers may direct any questions or enquiries with respect to the Principles or about our information handling practices by contacting:

Cricket Energy Holdings Inc.
20 Floral Parkway
Concord, ON L4K4R1
Attention: Privacy Officer
Phone: 1.855.353.2579
Email: privacy@cricketenergy.com

Why We Gather Personal Information:

At Cricket, we gather and use personal information for credit adjudication, statistical purposes, collection of accounts receivable and reporting to various credit reporting agencies such as credit bureaus, administering your accounts and our relationship with us, meeting legal and regulatory requirements, and as may be required in the ordinary course of our business.

We also use the personal information you have provided to us to communicate with you and safeguard your interests. We will send you important notices, and respond to any special needs or enquiries you may have. We may also send you information about other products and services in which we believe you may be interested. We only use personal information for the purposes that we have disclosed to you. If for any reason your information is required to fulfill a different purpose, we will obtain your consent before we proceed.

Types of Information We Collect:

The type of personal information we may ask for depends on and is related to the reason (or purpose) such personal information was provided to us. The following is a description of the type of personal information that we may ask for:

  • Contact and identification information such as name,address, date of birth, telephone numbers, fax number, cell number, e-mail address, and utility account number
  • Accounts and home information such as bank information including bank name, transit and account number, mortgage information including holder and location, credit information such as reporting and prior history
  • Product and Service related information
  • Customer relationship information such as service preferences and communication history; and
  • Business relationship information

The choice to provide us with your personal information, either directly or through a third party, is always yours. However, your decision to withhold particular information may result in limiting our ability to provide you with the services or products you requested.

How We Collect Such Personal Information:

We may gather such personal information from you in person, over the telephone or by corresponding with you via postal mail, facsimile, the internet including e-mail, or from third parties who have your authority to disclose such personal information to us.

While we try to ensure that every third party who discloses personal information to us has your consent to do so, if you believe that a third party has inappropriately disclosed your personal information to us, please contact that third party and us. If they don’t adequately respond to your inquiries, please let us know immediately.

For purposes of maintaining quality service, calls to our customer service lines may be recorded. A recorded message given prior to your call being answered will let you know if your call may be the subject of our random call recording quality assurance program.

Cricket's Website: www.cricketenergy.com

As a visitor to our site, you are not required to reveal any personal information, such as name, address, or telephone number. Nor is such information collected passively by electronic means. The only time you may use personal information on our site for a purpose other than completing an agreement, is by entering a postal code to view service offerings. You are welcome to browse the website at any time anonymously and privately without revealing any personal or financial information about yourself.

Your personal information is only collected when you voluntarily complete an online application, request form, or contest form. Personal information collected during the online application is only used to respond to your inquiries or requests and is not used for any other purposes outlined in the Privacy Policy.

Our websites collect visitor information in the form of the visitor's domain, Internet Protocol ("IP") address, and information regarding which pages are accessed. This information is used internally, to better serve you by helping us manage and improve the content of our site.

Our site uses cookies to make the use of our site as user friendly as possible. We do not use cookies to retrieve information from your computer that was not voluntarily provided to us by you. The use of cookies is an industry standard and you will find them at most websites. Most browsers are initially set to accept cookies. If you would prefer, you can set your browser to refuse cookies, or to alert you when cookies are being sent, so that you can flush them from your browser if you object to their presence.

When Information May be Disclosed to Outside Parties:

Except as specifically provided for in this privacy policy, we do not disclose any personal information to third parties. The following are the limited instances where we may disclose your personal information to third parties:

  • to investigate potentially fraudulent or questionable activities regarding the use of our services;
  • to offer you related products and services that might benefit you;
  • in anticipation of and in the course of an actual or potential sale, reorganization, consolidation, merger or amalgamation or other business transaction involving us or our business;
  • in the ordinary course of our business, including as may be required in connection with any financings;
  • when required or permitted by law; and to pursue collection of accounts owed to us by you.

We collect, use and disclose personal information to third parties engaged by us to perform services contracted to be provided by us to you.

The type of information we are legally required to disclose may relate to criminal investigations or government tax reporting requirements. In some instances such as a legal proceeding or court order, we may also be required to disclose certain information to authorities. Only the information specifically requested is disclosed and we take precautions to satisfy ourselves that the authorities that are making the request have legitimate grounds to do so.

There are some situations where we are legally permitted to, and we may, disclose personal information such as employing reasonable and legal methods to enforce our rights or to investigate suspicion of illegal activities.

Our Employees and your Personal Information:

In the course of daily operations, access to private, sensitive and confidential information is restricted to authorized employees who have a legitimate business purpose and reason for accessing it. For example, when you call us, our designated employees will access your information to verify who you are and to assist you in fulfilling your requests. As a condition of their employment, all employees of Cricket and its affiliated companies are required to abide by the privacy standards we have established. Employees are informed about the importance of privacy. Unauthorized access to and/or disclosure of personal information by an employee is strictly prohibited. All employees are expected to maintain the confidentiality of personal information at all times and failing to do so will result in appropriate disciplinary measures, which may include dismissal.

How We Safeguard Your Information:

We use industry standard technologies and regularly maintain current security standards to ensure that your personal information is protected against unauthorized access, disclosure, inappropriate alteration or misuse. Electronic customer files are kept in a secured environment with restricted access. Paper-based files are stored in locked facilities. Access is also restricted. We manage our server environment appropriately and our firewall infrastructure is strictly adhered to. Our security practices are reviewed on a regular basis and we routinely employ current technologies to ensure that the confidentiality and privacy of your information is not compromised. When you call our customer service centre you will be required to verify your identity by providing some personally identifying information as well as your contract number.

Accessing and Amending Your Information:

You have the right to access, verify and amend the information held in your personal files. You may access and verify any of your information by calling our customer service telephone number at 1.855.353.2579 during normal business hours. To help us keep your personal information up-to-date, we encourage you to amend inaccuracies and make corrections as often as necessary. Despite our efforts, errors sometimes do occur. Should you identify any incorrect or out-of-date information in your file(s), we will make the proper changes. Where appropriate, we will communicate these changes to other parties who may have unintentionally received incorrect information from us.

Questions, Concerns and Complaints:

If you have a question about the privacy policies stated on this site, please call us at 1.855.353.2579.

If you have a concern or complaint about privacy, confidentiality or our personal information handling practices at Cricket, our employees or service suppliers, please contact:

Cricket Energy Holdings Inc.
20 Floral Parkway
Concord, ON L4K4R1
Attention: Privacy Officer
Phone: 1.855.353.2579
Email: info@cricketenergy.com

Before we are able to provide you with any information or correct any inaccuracies, we may ask you to verify your identity and to provide other details to help us to respond to your request. We will endeavor to respond within an appropriate timeframe.

Updating this Privacy Policy:

Any changes to our privacy policy and information handling practices will be acknowledged in this policy in a timely manner. We may add, modify or remove portions of this policy when we feel it is appropriate to do so. You may determine when this policy was last updated by referring to the modification date found at the bottom of this privacy policy.

Web Sites Governed by this Privacy Policy:

The web site that is governed by the provisions and practices stated in this privacy policy is: www.cricketenergy.com. Our web site contains links to our affiliated companies that are governed by this policy as well. Our website may contain links to other third party sites that are not governed by this privacy policy. Although we endeavour to only link to sites with high privacy standards, our privacy policy will no longer apply once you leave our web site. Additionally, we are not responsible for the privacy practices employed by other third party web sites. Therefore, we suggest that you examine the privacy statements of those sites to learn how your information may be collected, used, shared and disclosed.

Last revised November 3 2016

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