Privacy Notice

At Veolia we are committed to protecting and maintaining the privacy, accuracy and security of the personal information of all our business associates, our employees, and our customers.

Effective Date: January 1, 2023

 

Veolia North America, LLC and its subsidiaries (collectively, “our,” “us,” “we,” or the “Company”) take your privacy seriously.  This Privacy Notice applies to our customers and the users of our website, mobile website, and mobile applications (collectively, “Site”), as well as our products and services (collectively, “Services”).

 

This Privacy Notice explains how we collect, use, disclose, and store (“Process”) information that you provide directly to us, through your interactions with our Site and through the sites of our partners, as well as information collected from other sources, including third parties, to enhance our Site and Services that best serve you.  By registering, accessing, using, and/or interacting with our Site or Services, you consent to the Company’s and our service providers’ collection, use, disclosing. and/or storing of your information in accordance with this Privacy Notice.  

Please be aware that third-party sites accessible through our Site(s) have their own privacy notices and data Processing practices.  The data Processing activities of those third-party sites linked to our Site(s) do not apply to this Privacy Notice.  In addition, this Privacy Notice does not cover Personal Data that we collect on behalf of our clients in the role of a service provider.

This Privacy Notice is incorporated into and is part of the Legal Notice (Terms of Use for mywater.veolia.us customers) of our Sites. 

 

Information We Collect

We collect most personal information directly from you in person, by telephone, text or email, and/or automatically from our Site or related Services.  We may also collect information from publicly accessible sources, third parties, and/or from our IT systems.  

Personal Data” is any information identifies, locates, relates to, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with you as an individual or household.  Under certain circumstances, we may collect sensitive categories of Personal Data, as defined under applicable data protection laws, (“Sensitive Personal Data”) directly from you to provide Services to you.  Sensitive Personal Data includes, but is not limited to, your social security number, driver’s license number, state identification card number, bank account number, credit card or debit card number, unique biometric data, or racial origin.  The Personal Data we collect is as follows:

 

Sources of Personal Data

Categories of Personal Data

Purpose of Processing the Personal Data

Disclosure of Personal Data for a Business Purpose?

Information you provide to us

Contact information, such as your name, number, personal mark (e.g., alias, symbols and/or trade name), postal address, telephone number or mobile phone number, email address, or other relevant Personal Data as defined by applicable laws. 

To provide you with our Services; to verify and confirm your identity; to communicate with you; to enhance content and your user experience; to improve our Services; to ensure the proper use of our Site and Services; for transient use; for analytics, marketing, research and/or development; for quality assurance; for administrative purposes; to identify security incidents; to protect against unlawful activity; to comply with a legal inquiry or request; and/or for other purposes reasonably related to the Services provided. 

Yes

Identifiers, such as an online identifier, unique personal identifier, account identification number, Internet Protocol (“IP”) address, or other similar identifiers.

Yes

Characteristics of protected classifications under U.S. state or federal law, such as your ethnicity, gender/identity, household information, military or veteran status, or other relevant protected classes of information.

Yes

Commercial information, such as your user account and user profile, property records, Services purchased or obtained, transactional data, purchase history, or other information relating to our Services.

Yes

Professional or employment-related information, such as a job applicant information, resume, academic and employment history, compensation or salary, or other relevant information relating employment with the Company.

Yes

Sensitive Personal Data (“SPD”) may include: social security number; governmental identification number (e.g., driver license or state identification number); financial information (e.g., credit card number, bank account number, debit card number, or other financial information); ; precise geolocation; or other SPD (as defined by applicable laws) relevant to perform the Services.

Yes

Information our Site collects automatically

Identifiers (as described herein).

To provide you with our Services; to verify and confirm your identity; to communicate with you; to enhance content and your user experience; to improve our Services; to ensure the proper use of our Site and Services; for transient use; for analytics, marketing, research and/or development; for quality assurance; for administrative purposes; to identify security incidents; to protect against unlawful activity; to comply with a legal inquiry or request; and/or for other purposes reasonably related to the Services provided.

Yes

Internet or other electronic activity, such as interaction with our Site, Cookies related data (e.g., browser type, device type, operating system, pages visited on our Site or immediately before visiting our Site), date and time the Site was visited, network activity, or geolocation data (to the extent permitted).

Yes

Inferences drawn from other personal information or identifiers.

Yes

Information we collect from other sources, such as: Affiliates (e.g., Veolia’s parent company or Veolia’s subsidiaries); Third-party Service Providers (e.g., auditors, consultants, payment processors, or financial services firms); Public sources (e.g., Census data, public databases, etc.); Marketing/advertising companies (e.g., analytic or marketing/advertising companies, consumer research companies, and social media platforms); Governmental or administrative agencies (e.g., law enforcement, public officials, and other governmental authorities)

Personal Information (as described herein)

To provide you with our Services; to verify and confirm your identity; to communicate with you; to enhance content and your user experience; to improve our Services; to ensure the proper use of our Site and Services; for transient use; for analytics, marketing, research and/or development; for quality assurance; for administrative purposes; to identify security incidents; to protect against unlawful activity; to comply with a legal inquiry or request; and/or for other purposes reasonably related to the Services provided.

Yes

Identifiers (as described herein).

Yes

Characteristics of protected classifications under U.S. state or federal law.

No

Commercial information (as described herein).

No

Professional or employment-related information (as described herein).

Yes

Internet or other electronic activity (as described herein).

Yes

Inferences drawn from any of the information identified above.

No

Educational information.

Yes

Inferences drawn from other personal information or identifiers.

No

 

Please be aware that Veolia does not “sell” your Personal Data or “disclose” it to third parties for cross-context advertising as described  under applicable laws.  We neither collect nor sell any Personal Data of children under the age of 16 and do not disclose it to third parties for cross-context behavioral advertising.

We may also collect Personal Data when you create or modify an account online, complete any self-service transaction with us online, or otherwise provide us Sensitive Personal Data in any correspondence.  This may include any of your questions, comments or suggestions submitted through our Site or if you fill out an online survey.      

If you believe any of the Personal Data that we collect or maintain about you is incorrect, please contact us as described in the Contact Us section.

 

Cookies Policy

We use “cookies” and related technologies to collect information when you visit our Site in order to provide a more convenient experience for you.   

What is a cookie?  A cookie is a small data file that is stored, among other places, on your device when you visit a website and can later remember you when you re-visit that website. Cookies are widely used to make websites work or to work more efficiently, as well as to monitor a website’s performance using analytical information.

Cookies set by the Company are called first-party cookies.  Cookies set by parties other than the Company are called third-party cookies.  Third-party cookies enable features or functionality provided by third parties in connection with our Site for advertising, interactive content, and analytics. The parties that set these third-party cookies can recognize your device both when it visits the website in question and when it visits certain other websites.  Certain cookies can store your information until you terminate the browser session (i.e., session cookies), whereas other cookies can permanently store your preferences for successive visits until you delete it or are deleted periodically by your browser (i.e., persistent cookies).  

Additionally, we may use other technologies similar to cookies such as web beacons, which are sometimes called "tracking pixels" or "clear gifs."  These are small graphic files that contain unique identifiers, and they allow us to recognize when someone has visited our Site or opened an email that we sent. In many instances, these technologies rely on cookies to function properly, and so declining cookies may impair their functionality.

Why do we use cookies?  The use of cookies allows us to recognize devices that interact with our Site, analyze site traffic (through plug-ins, widgets, and embedded content), and optimize your user experience. Other cookies, including third-party cookies, enable more relevant advertising and better analytics.  This information is collected and used mainly to generate aggregate, statistical information, and to facilitate the operation of our Site, system administration, and computer forensic investigation.  We collect this information to improve our content and content delivery on the Site, as well as your experience with our Services.

How can I control cookies?  You can manage the collection of any information through cookies or other tracking technology through our “Cookies Policy” found on the bottom of our webpage or from your browser’s settings or from your mobile device’s settings. Please note that deleting or disabling cookies will not prevent device identification and related data collection from occurring.  If you choose to reject cookies, your access to some functionality and areas of our Site may be restricted.  Since the means by which you can refuse cookies through your web browser controls vary from browser-to-browser, you should visit your browser's or mobile device's settings for instructions on how to delete or disable cookies, and other tracking/recording tools.

 

Tracking Across Time and Different Sites

Our Site(s) track your online activities over time and across websites or online services on an individually identifiable basis.  We do allow third parties to use our Site to track your activities over time or across other websites to best serve you.

 

Use of Information

We use the Personal Data we collect about you for the following reasons:

  • to provide and improve our Site’s functionality, including processing, storing and delivering your communications; providing customer service and support, including debugging, troubleshooting, or responding to your inquiries over the phone or through email; promoting business continuity; and improving the security of our Site;
  • to evaluate use of the Site for our legitimate business purposes and to deliver and improve our Services;
  • to personalize your experience, which includes tailoring the content and information made available to you and our support services;
  • to regularly review consumers’ interactions with our Site and third-party websites, including, but not limited to, cookies-related interactions, metrics related to the movement on our Site, and, if applicable, verifying the positioning and quality of ad impressions;
  • to provide you with information you have requested or agreed to receive as described in our Legal Notice (Terms of Use for mywater.veolia.us customers), Legal Disclaimer, and this Privacy Notice;
  • to investigate and respond to alleged fraud or illegal activity;
  • to maintain a quality experience for business purposes or legal reasons, including to filter for spam and communications that violate our Legal Notice (Terms of Use for mywater.veolia.us customers) and this Privacy Notice;
  • to enforce compliance with our Legal Notice (Terms of Use for mywater.veolia.us customers) and applicable law; to comply with our legal obligations; to prosecute or defend a lawsuit, arbitration or similar legal proceeding; and to respond to lawful requests by governmental authorities;
  • to perform research and analysis for our legitimate business purposes; 
  • to aggregate or de-identify Personal Data collected from various sources for analytical business-related purposes; and
  • if you decide to participate, to administer surveys, opinion polls, or enroll you in rebate incentives or other incentive programs pursuant to applicable laws.

 

Disclosing Your Information

We may disclose your information internally with our employees, and externally with service providers or advisors for our legitimate business purposes.  Access to your information is restricted by default and granted on a need-to-know basis. The following describes how we disclose information and how we facilitate that disclosure.

Internally, we may disclose your information: 

  • for our legitimate business purpose, such as managing our relationship with you, for compliance purposes, or system and network security; or
  • if requested by our parent company, subsidiaries, joint venture entities or affiliates under appropriate intercompany arrangements, to the extent permitted by applicable law, internal policies, and security standards. 

Externally, we may disclose your information:

  • if the third parties we contract with to provide services require access to such Personal Data to provide the Services, but only (i) to the extent necessary to fulfill the Services and (ii) if they have agreed in writing to certain confidentiality, privacy and security obligations consistent with the terms of this Privacy Notice;
  • in the event of a reorganization, merger or sale and in accordance with applicable laws; or
  • with professional advisors, including lawyers, auditors, and insurance companies to receive their services.

Other legitimate business purposes for which we may disclose your information may include:

  • if we are required by law, such as to comply with a warrant, subpoena or similar legal process;
  • if ordered by federal, state or municipal agencies with jurisdiction over us, who are legally entitled to such information; and if we believe in good faith that disclosure is necessary to: (i) exercise or defend legal claims; (ii) protect our rights, your safety or the safety of others; (iii) investigate fraud, unlawful activity or a cybersecurity incident; and (iv) respond to lawful requests by governmental authorities (including national security and law enforcement agencies); or
  • if you consent to disclosing your personal information for a specific purpose, in which case we will notify you and request your consent before doing so.

 

Your Privacy Rights

Depending on the jurisdiction where you reside, you may have certain rights with respect to your Personal Data.  This section explains how you can exercise these rights, to the extent applicable. You may also have the right to receive a copy of your Personal Data in a portable and, to the extent technically feasible, readily usable format that allows you to transmit the Personal Data to another entity without hindrance. 

Right to Access or Know: Except where applicable laws do not require us to do so, you have the right to know if and how we handle your Personal Data and to obtain copies of Personal Data.

Right to Delete: Except where applicable laws do not require us to do so, you have the right to request that Veolia, upon a verified request, delete your Personal information that we collected about you. 

Right to Correct / Rectification:  Except where applicable laws do not require us to do so, you have the right to request that Veolia, upon a verified request, correct inaccurate Personal Information that we maintain about you. 

Right to Opt-Out of Sharing of Personal Information: Unless otherwise necessary to perform the Services provided or where applicable laws do not require us to do so, you have the right to request that Veolia, upon a verified request, opt-out of the selling or sharing of your personal information.  

Right to Limit Use and Disclosure of Sensitive Personal Data: Unless otherwise necessary to perform the Services provided or where applicable laws do not require us to do so, you have the right to request that Veolia, upon a verified request, limit our use and disclosure of your Sensitive Personal Data.  

How to Exercise Your Privacy Rights: You can exercise these privacy rights afforded to you under applicable laws by: (1) calling our toll-free number 1(800) 422-5987; or (2) using our Privacy Rights Intake Form to submit your requests.  Under applicable laws, we must verify your identity by seeking all of the following pieces of information: 

  • Whether you are a: 
    • Consumer; or
    • Customer: or
    • An authorized agent acting on behalf of a Data Subject; or 
    • Job Applicant; 
  • Your full name (first and last name); 
  • Your email address;
  • Your telephone number; 
  • The country in which you reside; 
  • The U.S. State, or Canadian Province, in which you reside; 
  • Which of the above mentioned privacy rights you are seeking; and
  • A description of the Veolia Service or Site you interact with to which you are exercising this Privacy Right. 

 

We may require additional information from you to help us confirm your identity and properly respond to your request within a reasonable time defined by applicable laws.  Nothing in this Privacy Notice is intended to limit any additional rights you may have under applicable laws.  We endeavor to respond to a verifiable consumer request within the time expressly defined by applicable laws, unless additional time is needed, whereby we will notify you of the reason and extension period in writing. However, if we are unable to verify your identity, or the identity of your agent, using the information provided based on (1) your initial email request to us, and (2) our follow-up request for additional information, we may not be able to fully comply with your request. Please note that we may not be able to fully comply with your request, or completely remove or delete all of your account information from our systems, due to legal, administrative, and legitimate business reasons. 

You can appeal our decision on your request to exercise privacy rights by emailing [email protected] (U.S. residents) or [email protected] (Canada residents).

Veolia will not unlawfully discriminate against you for exercising your privacy rights.

 

Security

We align our security practices in accordance with industry standards and use reasonable administrative, physical, organizational, and technical measures to seek a level of security appropriate to the risk to the information we process.  These measures aim to protect the integrity, confidentiality and availability of our network and systems.  Such measures include, but are not limited to, firewalls, intrusion monitoring and Secure Sockets Layers / Transport Security Layer (SSL/TSL) to encrypt and protect certain sensitive transmissions of information.  Despite using reasonable measures, it is never possible to fully guarantee the security of your information against breaches in the security of the network and system.  If you believe your interaction with us is no longer secure, please contact us immediately as described in the Contact Us section.

 

Third Party Services

One third-party service we use is Google Analytics, which is a service provided by Google. Google utilizes the data collected to track and examine the use of our Site and may disclose this data to other Google services. You can learn more about Google Analytics and Google’s privacy practices by visiting https://policies.google.com/technologies/partner-sites. 

 

Email Communication and Marketing

When you provide us with your email address, we will consider your email as consent for us to communicate with you by email.  We will use email periodically to communicate with you about your account, privacy and the Services we provide.  You will receive emails from us (or our authorized third-party providers) if you have signed up to receive email notifications of certain news or events, marketing or promotional materials, or if you have requested certain information. If you are a customer with an online account, you may opt out of future mailings by changing your communication preferences at any time through your account or by clicking “unsubscribe” in our emails.

Our service providers may use information collected from our site to deliver advertisements on our behalf or on behalf of other companies, which target your interests and preferences on your interactions with our site or on other websites you may have visited.  To learn more, please review our Cookies Policy 

Customers cannot opt out of receiving operational emails for non-promotional, utility-related purposes (such as billing, outage, conservation and safety), or privacy-related messages.

 

Your Choices

When you make a request for information, correspond or interact with us or through the Site, email or Text/SMS messaging, you can choose whether you wish to continue to receive additional information and by what method of communication such information should be delivered.  You can unsubscribe directly from emails and/or Text/SMS messages sent to you or contact us using the address below. 

Communications E-mail Alerts.  If you would like to receive company news alerts from us, we ask for your name and email address in order to send you the news alerts.  You may unsubscribe from any of our email communications by emailing the address below.

How to Contact Us.  If you have any questions or comments about this Privacy Notice or if you would like us to update information we have about you or your preferences, please email us at: 

 

Veolia North America

[email protected]

 

Mywater.veolia.us Customers

[email protected]

 

Customer Self-Service, Account Termination and Data Retention

If you are a customer with an online account, you may edit your profile information, including your email address, or deactivate your account by going to mywater.veolia.us.  When you deactivate your account, you will cease to provide ongoing or future data to us.  In order to request permanent closure of your account, please contact us at Customer Service.  We will require proof of your identity before responding to any request from you as described in this section.

We will retain your Personal Data only for as long as necessary to fulfill the purposes for which we are processing your Personal Data, unless the law permits or requires us to retain your Personal Data for a longer period. For example, we may need to keep your Personal Data for quality assurance for our Site or to defend future legal claims.  We also will retain aggregated information after your account is closed.  Information you have shared with others will remain visible after you have closed your account or deleted the information from your own profile or account, and we do not control information or content that others have copied out of our Site. You should note that copies of information that you have updated, modified or deleted may continue to reside in our systems for a period of time, and we may maintain copies of this information as part of our business records.

 

External Links

Our Site includes links to other websites neither owned nor managed by the Company.  We are not responsible for these third-party websites and this Privacy Notice does not apply to the privacy practices of those sites or of any company that we do not own or control.  We cannot guarantee the privacy of any information that may be obtained by third parties at these other websites. We strongly encourage you to review the privacy policies of any website you visit before supplying personal information through that website.

 

Children’s Privacy

If you are under the age of 13 (under 16 in California), you are not authorized to use our services or the Site. Our Site is intended to provide general information about the Company and its Services. In the event we learn that we have collected Personal Data from a child under the age of 13 (under 16 in California), we will take appropriate steps to delete that information.  If you become aware or believe that a child has provided us with personal information, please contact us immediately as provided in the Contact Us section. 

 

International Data Transfers

The Company is headquartered in the United States, but has a parent company with corporate affiliates and operations overseas, including in the Economic European Area (“EEA”).**  We may transfer your Personal Data to the EEA or other countries where our parent company, corporate affiliates, agents and service providers operate.  Data protection laws differ among jurisdictions, and these other jurisdictions may not provide the same level of protection for Personal Data as the United States.  By using the Services, or providing us with any information, you consent to the transfer to, and processing, use, disclosure, and storage of your information, including Personal Data, in other countries as set forth in this Privacy Notice.  If we transfer your Personal Data to countries outside of the United States, we will endeavor to use reasonable measures to protect your information in compliance with this Privacy Notice.  

**The European Economic Area currently comprises the Member states of the European Union plus Norway, Iceland and Liechtenstein.

 

Updates to this Privacy Notice

We reserve the right to change this Privacy Notice and its email practices at any time. If we decide to make material changes to this Notice regarding privacy and/or email practices, we will notify you on our Site or by email prior to the changes taking effect, so that you are aware of the changes in advance. When an update is made, the date at the top of this page will change to reflect the date on which new content was posted. Use of our website and mobile website after the posting of a revised Privacy Notice constitutes your agreement with the revised Notice. This Privacy Notice is not intended to and does not create any contractual or legal rights in or on behalf of any party. Use of this website and mobile website after the posting of a revised Privacy Notice constitutes your acceptance of our privacy practices.

 

Contact Us

If you have questions or comments about our Privacy Notice, please contact us using the information below:

United States

Veolia North America
461 From Road
Suite 400
Paramus, NJ 07652
Email: [email protected]
Attention: Data Protection Correspondent

Canada

Veolia North America - Canada
555, Boul. René-Lévesque Quest
Suite 1450
Montréal (Québec) H2Z 1B1, Canada
Email: [email protected]
Attention: Data Protection Officer