Frequently asked questions

Personal information is data that identifies you as an individual. This includes your name, address, date of birth, account number, financial information, driver’s license number, and more.

Personal information does not typically include business information like job title or office address. Remember, if it's about a human, it's personal information.

We respect your privacy. That’s why Enbridge only collects the personal data needed for specific purposes, like:

• To build and maintain a responsible business relationship with you to offer services. For example, when you call us, we will ask to confirm some personal information to verify it's actually you and not someone else trying to access your account without authorization.

• To understand your needs and preferences. We may collect information about how you use our products, including energy consumption.

• To develop, enhance, market, or provide products and services. For example, we may examine your consumption usage patterns to recommend a home efficiency program that saves you money.

Yes, Enbridge uses customers’ personal information for data analytics. This helps us provide you with safe and reliable service. It also assists us in understanding your needs and preferences so we can develop, enhance, market and provide products and services to you. For example, we may examine how much energy you use to suggest energy conservation programs and sustainable energy solutions that can save you money. We won’t sign you up for any program or product without your permission.

We may de-identify, aggregate or anonymize personal information to identify trends, perform statistical analysis, or develop relevant products and services. This information may be shared with authorized third parties but only in a de-identified or aggregated form. It is for the sole purpose of analytical insights that help us improve marketing and delivery of our products and services.

We put your privacy first. Enbridge ensures that our trustworthy data handling practices protect your personal information, keeping it safe and secure. We follow strict security procedures to safeguard your personal data against loss, theft, and unauthorized use.

Our privacy stewardship program ensures upskilled team members maintain the safety and confidentiality of your personal information.

We keep your personal information only as long as it is needed for the reasons we inform you about, or as required by law or our business.

Enbridge has a schedule for retaining records that contain personal information. This schedule is based on business needs and legal requirements. When the time is up, we safely dispose of your personal information using strict security standards.

We use AI responsibly. This means developing, deploying, and managing AI in a way that is ethical, transparent, fair, and accountable. We leverage AI across our operations to enhance safety, optimize assets, increase efficiency, improve customer experience and contribute to our broader sustainability goals.

As part of our commitment to privacy, we use AI responsibly, following a set of principles. This means using data with integrity.

As our customer, you agree to let us collect, use, store, and disclose your personal information. This means we have your implied consent to share your personal information with authorized third parties for certain services or products they manage for us. This includes meter reading, billing services, call center support, operations & maintenance, marketing communications and more.

For example, one of our third-party partners may contact you on our behalf to assist us in understanding your energy needs or to get feedback on your service experience. This helps us inform you about offers or programs that can save you money. We will never enroll you in any products or programs without your permission. This means we get your express consent when you sign up for these programs directly.

If you do not want to hear from us or our third-party partners about energy conservation, related programs and other marketing communications, including surveys, you can opt out using the link below or by clicking “unsubscribe” in our promotional emails for email-only messages.

We may share your personal information with agents, contractors, and other authorized third parties who work with us. We do this to provide you with services such as billing, call centre support, meter reading, operations & maintenance, energy programs, customer satisfaction surveys and other marketing communications.

These third parties may contact you directly on our behalf. They are required to keep your personal information confidential and secure based on the agreement they have with us.

If you do not want to hear from our third-party partners about energy conservation, related programs and other marketing communications including surveys, you can opt out using the link below or by clicking “unsubscribe” in our promotional emails for email-only messages.

No, Enbridge does not sell your personal data or use it for targeted advertising. We don't sell or share customer lists with outside companies for marketing or any other related purpose. We may share with authorized third parties de-identified, aggregated or anonymized personal data for the purpose of identifying trends, statistical analysis, and other analytical uses to improve how we develop and market products and services.

Enbridge uses cookies to enhance your experience and learn how you use our websites. To respect your privacy, we’ve disabled all cookies by default. Only essential cookies needed for a seamless browsing experience remain active. You can choose to opt-in to other cookies by clicking “Manage cookies” at the bottom footer of our websites.

You can request your personal information that you can’t see, edit, or delete yourself using one of Enbridge’s self-serve portals. You or an authorized agent with valid written consent can initiate the request. This request may be known as a Data Subject Access Request (DSAR) or a Consumer Rights Request. It depends on your location. Some requests may not be fulfilled due to legal or business requirements.

If you don't want to hear from us or receive marketing messages, you can unsubscribe at any time. You'll still get other messages about your services and products as long as you're our customer.

Don't fall for scammers pretending to be Enbridge. Take a look at our tips to help keep your data safe. Remember, scammers are smart and use many schemes to trick you into providing your personal information. They pretend to be Enbridge by using our branded logos, creating fake websites, emails, and phone numbers, or claiming to work with us.

PIPEDA sets rules for how organizations in Canada are to handle personal information. It applies to businesses like Enbridge Gas Ontario.

To find out more, contact the Office of the Privacy Commissioner (OPC) of Canada or call 1–800–282–1376.

Enbridge operates utilities in several states. Each state has different laws and regulations that govern how organizations handle personal information. The UCPA applies to businesses and residents in Utah, like Enbridge Gas Utah.

To find out more, contact the Department of Commerce, Utah, Division of Consumer Protection (DCP).

Law 25 is Québec’s amendment to the Private Sector Privacy Act. It governs how organizations in Quebec handle personal information. It applies to businesses like Enbridge Gaz Québec.

For more information, visit the Enbridge Gaz Québec website.