Privacy Notice

We use industry standard means to secure the site and our app, including the encryption of digital communications between your web browser and the relevant servers where feasible.

Most browsers will illustrate that you are entering or leaving a secure area by presenting a dialog box. However, most browsers also give you the option of turning off the dialog box display.

When on a secure page, you will see the lock icon within your web browser. While we have put in place commercially reasonable physical, electronic, and managerial procedures to safeguard and secure the information we collect, including the information we collect on our site, the transmission of information via the Internet is not completely secure and therefore we cannot guarantee the security of any data sent to us electronically, and the transmission of such data is therefore entirely at your own risk.

We use order forms which allow individuals to request information and apply for services. When applicable, we collect personal contact information (such as your e-mail address and home address). This information is used to answer your questions, solve your problems, and provide interactivity. We do not provide this information to any other parties, except as otherwise described in the “Disclosing Your Information” section further below. Additionally, we may collect:

• Details of your visits to our site or use of our app, and the resources that you access, including, but not limited to, traffic data, location data, weblogs and other communication data, including your IP address, the date and time you accessed or left the site or app, which pages you viewed, clicks, interactions with websites, applications and advertisements, or social media information,  commercial information and inferences, including products or services you purchased or considered from one of our websites, purchasing histories or tendencies, interactions with us, preferences, psychological traits/  predispositions, behavior, attitudes, intelligence or abilities/aptitudes, some of which may be assigned by probabilistic methods, demographic information,  such as age, or gender. 
• Information that you provide directly to us, such as your customer agreements or other forms, including on our site or app (for example, to contact us through the site, you must provide your name and e-mail address).
• If you create an Account with us, we may collect your name, address, telephone number, email address, username and password, and social security number/taxpayer id.
• When you pay your utility bills, we may collect your name, address, bank account information, credit or debit card information (through SpeedPay), budget planning and/or payment plan information.
• If you track your usage, request service and/or start/stop services we may collect your name, address, and social security number/taxpayer id.
• If you apply for a rebate with us, we may collect your name, address, rebate information, and social security number/taxpayer id.
• If you report an outage, we may collect your telephone number, last four digits of your social security number or taxpayer id, account number, user name and password.
• We may receive and store energy usage information directly from your energy management system, devices, or appliances to create a profile of your energy usage if such data is collected by our third-party service providers.
• If you choose to link to your social media account through our site, including, but not limited to, Facebook, Instagram, X (formerly Twitter), or YouTube, we may collect information from your social media accounts. Additionally, these third-party social media websites may also collect information from you in order to provide the services through our site. To learn more about the types of information those third-party websites collect, review those websites’ privacy policies and terms of use. You can learn how to access and delete information that Facebook, Instagram, X (formerly Twitter) or YouTube collect by visiting the Facebook, Instagram, Twitter or YouTube Settings. For more information on links to third-party websites see Section below “Links to Third Party Websites.” By linking to your social media account, you consent to National Grid’s linking of your account to your identity, household, device, browser or other identifier. We may also link your identity to a social media account based on publicly available data and/or data provided directly by you to us.
• Information provided to us when you communicate with us for any reason.
  
  

Some parts of our site or app use cookies and other technologies to collect this information about your general Internet usage. See section below, “How We Use Cookies,” to learn more.

In addition to using this information to provide services to you, we may use this information to provide third parties with de-identified statistical information about the users of our site and app, and to monitor and conduct an analysis of our site and app traffic and usage patterns.

By submitting a telephone number to us you agree that a representative of National Grid, or a third party acting on National Grid’s behalf, can contact you at the number you provide, potentially using automated technology (including texts/SMS messaging) or a pre-recorded message. Your consent to telephone contact is not an obligation to receive any of our services.

A cookie is a small text file that is stored on your device. We use session ID cookies and persistent cookies on our site and in our app. A session ID cookie is temporary. Once you close your browser, the cookie terminates. A persistent cookie is stored on a device’s hard drive for an extended period of time. Persistent cookies can be removed by following Internet browser “help” file directions.

On our site and in our app, cookies are not used to invade the privacy of Internet users. We do not track our users across websites or across time.

Our cookies are used to improve the user experience. Persistent cookies enable us to track site and app usage patterns and analyze trends in the aggregate data reports. This helps us to make www.nationalgridus.com more useful to visitors. If users reject this cookie, they will continue to have full site and app access. This cookie does not include any personally identifiable information.

We also use cookies to create a continuous connection to the site and app. This type of cookie (a session ID cookie) is only temporary and allows users to complete a form.

All computers have the ability to decline cookies. This can be done by activating the setting on your browser which enables you to decline the cookies. Please note that should you choose to decline cookies, you may be unable to access particular parts of our site. Third parties such as Facebook may use pixels, cookies, web beacons, and other storage technologies to collect or receive information from our site and to use that information to provide measurement services and target ads.  Our site does respond to web browser “do not track” signals and other mechanisms that provide consumers the ability to exercise choice regarding the collection of personally identifiable information about an individual consumer’s online activities over time and across third-party websites. If you wish to opt-out of this online tracking, please visit the Digital Advertising Alliance’s website available at www.aboutads.info/choices/ or www.youronlinechoices.com/ or the Network Advertising Initiative’s website available at www.optout.networkadvertising.org for more information.

Cookie data may also be used by our marketing partners to enhance an individual’s advertising experience on our site or other venues across the internet. 

However, while some websites allow users to decline cookies, some of our third-party service providers who provide data analytics services through our site, do not necessarily respond to do-not-track requests. The third-party service providers that we use include, but are not limited to, are Google, Facebook, Instagram, X (formerly Twitter), Pinterest, Nextdoor and Snap Chat. These third parties do not necessarily respond to your do-not-track requests. However, these third-party service providers do use cookies or pixels to collect standard internet log information and website user behavior information. The information generated by the cookie or pixel about your use of our site (including your IP address and geo-location) is transmitted to these service providers. This information is then used by the service providers to evaluate our users’ use of our site and to compile statistical reports on site activity for us. For more information on how these third-party service providers respond to do-not-track requests, please review their privacy policies and terms of use.

Because protecting your privacy is important to us, National Grid does not sell, trade, or rent information about you to any third party. However, where applicable, we may disclose your personal information, including historic energy usage information, to any affiliated business entities or service providers to provide products and services to you.

We may also disclose your personal information to third parties:

• Where we sell any or all of our business and/or our assets to a third party, whether through bankruptcy proceedings or other sale or merger;
• To respond to law enforcement requests;
• In furtherance of our legitimate business interests, including but not limited to, the prevention or detection of fraud or other misconduct;
• To comply with any applicable law, court order, or regulatory requirements.
• When we are contractually obligated to disclose your information; and
• Where a valid legal guardianship or power of attorney has been established on your behalf, and such appointed individual has a sufficient legal basis for access to your account information.
  
  

Where we disclose personal information to a service provider for a purpose set forth herein, we enter a contract with that service provider to describe the purpose for the disclosure and require the service provider recipient to both keep that personal information confidential and not use it for any purpose except performing the contract.

We do not sell your personal information to third parties.

The information that we collect and store relating to you is primarily used to enable us to provide our products and/or services to you in the best possible manner. In addition, we may use the information for the following purposes:

• To provide you with information relating to our services and/or products;
• To fulfill or meet the reason you provided the information;
• To provide third parties with statistical information about the users of our site or app;
• To monitor and conduct an analysis of our site or app traffic and usage patterns;
• To respond to law enforcement requests;
• In furtherance of our legitimate business interests, including but not limited to, the prevention or detection of fraud or other misconduct;
• To comply with any applicable law, court order or governmental regulations; and
• To evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution or other sale or transfer of some or all of our assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by us about our site and/or app users is among the assets transferred.
   

We may also use your information for targeted advertising. This means that National Grid may display interest-based advertising using information you make available to us when you interact with our site, app, content, or services and/or products. Interest-based ads, also sometimes referred to as personalized or targeted ads, are displayed to you based on information from activities such as purchasing on our site or visiting certain parts of our site. Advertisers or ad companies working on our behalf sometimes use technology to serve the ads that appear on our site directly to your browser. Those third parties automatically receive your IP address when this happens. They may also use cookies to measure the effectiveness of their ads and to personalize ad content. We do not have access to or control over cookies or other features that advertisers and third-party websites may use, and the information practices of these advertisers and third-party websites are not covered by our Privacy Notice.If you are a California resident, you may have certain rights related to the use of your information for targeted advertising. See section below “California Residents” for more information.

We will not use your information for any unlawful or discriminatory purpose or in a manner that would be inconsistent with your reasonable expectation of privacy. We will not use personal information we collected for materially different, unrelated, or incompatible purposes without providing you with notice and/or updating this Privacy Notice.

Our site and app provide links to other pages on the Internet. Please be aware that we are not responsible for the privacy practices or the content of such websites. When you leave our site or app, we encourage you to read the privacy statements of each website that collects personally identifiable information.

We also contract with vendors to provide enhanced personal information through the Internet. These third-party websites are not under the control of National Grid, and we are not responsible for their contents. These websites have separate privacy and data collection practices, independent of National Grid. We are not responsible or liable for these websites’ independent practices, policies or actions. If you provide any personal information while visiting these websites, you are solely responsible, and do so at your own risk.

“Educational support” is a section of www.nationalgridus.com that includes links to external websites containing information directed at educating children about energy use and safety. Please see the section above, “Links to Third Party Websites.”

www.nationalgridus.com will not collect information that would let us or anyone else contact or personally identify children under the age of 13.

www.nationalgridus.com will not use “cookies” to collect information for contact or identification purposes of children under the age of 13.

www.nationalgridus.com will not allow visitors to publicly post or otherwise send information that would let anyone contact or personally identify children who are under the age of 13.

www.nationalgridus.com will not promise special games, prizes or other offers as a way to try to get information from children under the age of 13 or to encourage children under the age of 13 to take part in activities on our site or in our app.

Under no circumstances shall children under the age of 13 submit personal information to our site or app. We are not liable for any damages that may result from a user’s misrepresentation of age.

Under the limited circumstances where National Grid may receive personal information of individuals from the European Union or United Kingdom, National Grid has committed to handling such personal information in accordance with respective data protection laws, where applicable.  For personal information transferred from the EU or the UK, National Grid utilizes the standard contractual clauses commonly known as “model clauses.” These model clauses are contract templates developed by the applicable regulators in the EU or the UK as a mechanism for contracting parties to legalize the cross-border transfer of personal data from Europe.

Please note that the model clauses will apply to the extent there is not another legal basis in place to validate the transfer of personal data from the Europe to the U.S.

To learn more about the model clauses, please visit EU Standard Contractual Clauses (SCC).

National Grid has further committed to refer unresolved complaints regarding personal information of individuals that National Grid receives from the European Union or the United Kingdom to JAMS Mediation and Arbitrators (“JAMS”), an alternative dispute resolution provider located in the United States. If you do not receive timely acknowledgment of your complaint from us, or if we have not addressed your complaint to your satisfaction, please contact or visit https://www.jamsadr.com for more information or to file a complaint. The services of JAMS are provided at no cost to you.

If you are a resident of California you have the following rights under the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act (collectively “CCPA”):

1. to know what categories of personal information about you we have collected and used, including how the personal information was collected;
2. to know what categories of personal information are being sold or disclosed and the categories of third parties to whom your personal information is sold or disclosed;
3. to opt-out of the sale of your personal information and/or the sharing of your personal information for cross-context behavioral advertising
4. to access your personal information, including the right to download or transfer personal information collected during the previous 12 months;
5. to request that your personal information be deleted;
6. to request that your personal information be corrected;
7. to request that we limit the use of sensitive personal information;
8. to equal service and equal price for goods or services even if you exercise your rights under the CCPA.
   
   

If you are a California resident and you want to exercise any of your rights as set forth above, please email us at USDataPrivacy@nationalgrid.com

For all requests, it is helpful to put the statement “California Privacy Rights” in the body of your request, describe the nature of your request, and provide your name, street address, city, state, and zip code. In your request, you need to attest to the fact that you are a California resident and provide a current California address for our response. If you have limited access to email, you may also submit your request by calling the appropriate number below, although we note that an email submission will assist us to expedite the processing of your request.

• Massachusetts Gas customers: 800-233-5325
• Massachusetts Electric: customers 800-322-3223
• New York City customers: 718-643-4050
• Long Island customers: 800-930-5003
• Upstate New York customers: 800-642-4272
• All other California residents:  516-452-3000
  
  

For more information click here to learn about CCPA.

We will not discriminate or retaliate against you for exercising any of your CCPA rights. Unless permitted by the CCPA, we will not:

• Deny you goods or services.
• Charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties.
• Provide you a different level or quality of goods or services.
• Suggest that you may receive a different price or rate for goods or services or a different level or quality of goods or services.
  
  

Additionally, if you reside in California and have provided personal information to us, you may request information about our disclosure of certain categories of personal information to third parties for their direct marketing purposes under California’s Shine the Light law. Such requests must be submitted to us at the following e-mail address: USDataPrivacy@nationalgrid.com. If you have limited access to email, you may also submit your request by calling the appropriate number below, although we note that an email submission will assist us to expedite the processing of your request. 

• Massachusetts Gas customers: 800-233-5325
• Massachusetts Electric: customers 800-322-3223
• New York City customers: 718-643-4050
• Long Island customers: 800-930-5003
• Upstate New York customers: 800-642-4272
• All other California residents:  516-452-3000
  
  

Further Information Regarding Access to Specific Information and Data Portability Rights

If you are a California resident, you have the right to request that National Grid disclose certain information to you about our collection and use of your personal information over the past twelve (12) months. Once we receive and confirm your verifiable consumer request (see Exercising Access, Data Portability, and Deletion Rights below), we will disclose to you:

• The categories of personal information we collected about you.
• The categories of sources for the personal information we collected about you.
• Our business or commercial purpose for collecting or selling that personal information.
• The categories of third parties with whom we share that personal information.
• The specific pieces of personal information we collected about you (also called a data portability request).
• If we sold or disclosed your personal information for a business purpose, two separate lists disclosing:
• sales, identifying the personal information categories that each category of recipient purchased; and,
• disclosures for a business purpose, identifying the personal information categories that each category of recipient obtained.
  
  

Deletion Request Rights

If you are a California resident, you have the right to request that National Grid delete any of your personal information that awe collected from you and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request (see Exercising Access, Data Portability, and Deletion Rights below), we will delete (and direct our service providers to delete) your personal information from our records, unless an exception applies.

We may deny your deletion request if retaining the information is necessary for us or our service provider(s) to:

• Complete the transaction for which we collected the personal information, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform our contract with you.
• Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities.
• Debug products to identify and repair errors that impair existing intended functionality.
• Exercise free speech protect the right of another consumer to exercise their free speech rights, or exercise another right provided for by law.
• Comply with the California Electronic Communications Privacy Act (Cal. Penal Code § 1546 et. seq.).
• Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information’s deletion may likely render impossible or seriously impair the research's achievement, if you previously provided informed consent.
• Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us.
• Comply with a legal obligation.
• Make other internal and lawful uses of that information that are compatible with the context in which you provided it.
  
  

Exercising Access, Data Portability, and Deletion Rights

If you are a California resident, only you, or a person registered with the California Secretary of State that you authorize to act on your behalf, may make a verifiable consumer request related to your personal information. You may also make a verifiable consumer request on behalf of your minor child.

You may only make a verifiable consumer request for access or data portability twice within a 12-month period. The verifiable consumer request must:

• Provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative.
• Describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it.
  
  

We cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you.

Making a verifiable consumer request does not require you to create an account with us. However, we do consider requests made through your password protected account sufficiently verified when the request relates to personal information associated with that specific account.

We will only use personal information provided in a verifiable consumer request to verify the requestor's identity or authority to make the request.

Response Timing and Format

If you are a California resident, we will confirm receipt of a verifiable consumer request within ten (10) days and provide information about how we will process the request.

If you are a California resident, we will provide a response to a verifiable consumer request within forty-five (45) days of its receipt. If we require more time (up to 45 days), we will inform you of the reason and extension period in writing.

Any disclosures we provide will only cover the 12-month period preceding the verifiable consumer request’s receipt. The response we provide will also explain the reasons we cannot comply with a request, if applicable. For data portability requests, we will select a format to provide your personal information that is readily useable and should allow you to transmit the information from one entity to another entity without hindrance.

We do not charge a fee to process or respond to your verifiable consumer request unless it is excessive, repetitive, or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.

National Grid makes no guarantee, warranty or representation, express or implied (including implied warranties of merchantability and fitness for a particular purpose), with regard to the accuracy, completeness, usefulness, timeliness or suitability of the information being provided on our site or in our app.

It is expressly understood and agreed that neither National Grid nor its directors, officers, employees or agents shall assume any liability or responsibility for any damages or claims resulting from any use or disclosure of the information being provided on our site or in our app.

For more information regarding online privacy issues, please visit the Federal Trade Commission homepage at http://www.ftc.gov.

We are committed to making sure that our site and app are accessible to everyone. To access this Privacy Notice in an alternative form, please contact us at the phone numbers or e-mail address set forth in this Policy and we will assist you with your request. For more information, please see our Accessibility Statement here.

We may modify this Privacy Notice at any time; please check back for updates. If we materially alter our Privacy Notice, we will notify you of such changes by posting a notice on our site or in the app, and/or by contacting you at the e-mail address provided to us. Providing information to us after implementation of our new notice, and/or your continued use of the site and app, will be deemed your agreement that your information may be used in accordance with the new notice. If you do not agree with the changes, then you should not provide additional information to us, stop using the site or app and you should notify us that you do not want your information used in accordance with the changes.