What does this Privacy Notice cover?
This privacy notice provides you with information on the processing of your personal data when visiting visiting the website, using services and/or purchasing products from the Shell group of companies in the United States in relation to customers, suppliers, business partners, stakeholders and/or investors. For all other interactions with companies within the Shell group please refer to www.shell.com/privacy.html
We are committed to ensuring the privacy and security of your personal information. This privacy notice explains, amongst other things, what personal data we process, for which purposes we process your personal data, for how long we hold your personal data for; how to access and update your personal data and where to go for further information or to lodge a complaint.
We do not sell your information
We will not sell or otherwise provide your personal information to third parties and will only make it available to third parties involved in the performance of the service agreed with you. Our employees and any third parties utilized by us are contractually obligated to protect the privacy and confidentiality of your information.
Special Notice - processing children’s personal data
If personal data of children is gathered this requires consent of the parent or guardian.
We do not collect personal data of individuals under the age of 13. If you are under 13 years old please do not send us your personal data; for example, your name, address and email address. If you wish to contact us in a way which requires you to submit your personal data (such as for education or innovation events) please get your parent or guardian to do so on your behalf.
Who is responsible for any personal data collected?
Depending upon your location and your interaction with us, a company from the Shell group of companies will be responsible for processing your personal data, either solely or jointly with its affiliates within the Shell group of companies.
What personal data do we process?
The categories of personal data we process.
We collect personal data about you as a customer or visitor to our websites. This may include:
Information that you provide to us: in using our services, you may provide us with information, including, without limitation:
Contact and identification information, such as name, address, previous address history, telephone number, e-mail address, fax number, utility account information, date and place of birth, mother’s maiden name, credit information, social security number, driver’s license or other identification number
Product and service-related information provided as part of the enrolment process, such as information on your energy needs and use, i.e. characteristics about your home, family size, etc
Credit and financial information, such as bank account, credit card or other payment details
Account information, including but not limited to, log-in credentials and unique identifiers, e.g., username and password, historical, current and ongoing electricity usage, product type, product fees, product term, customer type and other preferences relating to your account services
Additional information to allow us to service your account, such as new address or bank account or credit card details should your circumstances change
Customer relationship information, such as customer service requests, inquiries, and complaints including information necessary to try to resolve the aforementioned
Additional information as otherwise described to you at the point of collection or pursuant to your consent
Information We May Automatically Collect About You: our services may automatically collect certain information about you. This information may be used to help us design our services to better suit your needs. This information may include any of the following:
Billing, credit, and/or payment history, employment and income information
Historical, current and ongoing electricity usage
IP address(es), electronic device information and any web browsers, search engines, operating systems, domain servers or platforms you use
Online identifiers to enable ‘cookies’ and similar technologies
Log-in information, including but not limited to, date and time of your visit or use of our services
Information that we obtain through your use of our services - we will also collect information about your use of our services and products. Such information may include meter readings, consumption data, electronic device information, IP addresses, log information, browser type and preferences, location information, online identifiers to enable ‘cookies’ and similar technologies.
What is the basis for processing your personal information?
The personal information covered by this Privacy Notice is only processed:
With your explicit consent
Where it is necessary to carry out and/or conclude transactions, requests, and/or contractual obligations with you
Where it is necessary to comply with a legal or regulatory obligation which we are subject to
Where it is necessary for the purpose of legitimate interests pursued by us, except where such interests are overridden by the interests or rights of individuals
Where it is necessary for the legitimate interests, such as for marketing and promotional purposes, for providing offers tailored to your preferences, for detecting and investigating fraud, and/or responding to security threats
In those cases where processing is based on consent, and subject to applicable local law which provides otherwise, you have the right to withdraw your consent at any time. This will not affect the validity of the processing prior to the withdrawal of consent.
For what purposes do we process your personal data?
We only process your personal data where we have a lawful basis and purpose to do so.
We process your personal data for the purposes of:
providing (a quotation for) our products and delivering our services to you
managing relationships and marketing
account management including account verification (that is, ensuring that only you or someone you have authorized can access your account and information), managing the forecasting and calculation of consumption data and assessing the financial vulnerability of our customers, so that we can ensure you are on the best plan for your individual circumstances
customer service and development of our products and services
performance of and analysis of market surveys and marketing strategies
promotions and contests offered to customers, including offering you rewards to recognise you as a valued customer
detecting or preventing fraud.
We may also process your personal data for a secondary purpose where it is closely related, such as:
storing, deleting, or anonymizing your personal data
audits, investigations, dispute resolution or insurance purposes, litigation, or defense of claims
statistical, historical, or scientific research
legal and/or regulatory compliance
for (the preparation of a) merger, acquisition or change in the control of Shell
In addition, in order to comply with legal and regulatory obligations, to protect our assets and employees/contractors and specifically to ensure that we can comply with trade control, anti-money laundering and/or bribery and corruption laws and other regulatory requirements, we carry out screening (pre-contract and on a periodic basis post-contract) on owners, shareholders and directors of our Business customers, Customers, Suppliers and Business Partners. This screening takes place against publicly available or government issued sanctions lists and media sources.
The screening does not involve profiling or automated decision making in relation to the counterparties or potential counterparties.
What are the consequences of not providing your personal data?
Personal data gathered by us for these processes either directly or indirectly is required in order to:
fulfil legal requirements and/or which is required for entering a contract with a counterparty and continuing to contract with that counterparty
maintain contact with business customers, suppliers and business partners and visitors to our website
Failure to provide us with the information required will negatively affect our ability to communicate with you, or our ability to enter a contract with a counterparty or continuing to contract with a counterparty.
Who will we share your personal data with?
Your personal data are exclusively processed for the purposes referred to above and will only be shared on a strict need to know basis with:
any company that is a member of our group of companies, which includes our parent company Shell Plc, where necessary for internal administrative purposes, corporate strategy, auditing and monitoring, sanctions screening and research and development
we may also share your personal data with our group companies where they provide products and services to us that help us to provide products and services to you as our customer
we may also share your data within our group of companies to offer you promotions or to inform you about related products and/or services. This is based on your marketing consent preferences and in all cases any marketing material will be sent to you by us only
our authorized 3rd party agents, service providers and/or subcontractors
a competent public authority, government, regulatory or fiscal agency where it is necessary to comply with a legal or regulatory obligation to which we are subject to or as permitted by applicable local law.
on request of a party, we can forward your data to such party if such party has a legitimate interest to obtain your personal data. We and the requesting party will conduct a legitimate interest assessment to determine whether and which information is shared
Shell Single View of the Customer
With the aim of ensuring you have a seamless experience with the Shell group and depending upon the nature of your engagement with Shell, we combine information gathered from the sources referred to above to create a personal profile of you. This enables you to interact with different Shell companies more easily and ensures we have the most up to date information about you in order to better develop services and products and to tailor offers relevant to your specific interests.
Please note however, you can control how Shell uses this information. You can opt out of having your personal data combined in this way. For further details please refer to section ‘Your rights in relation to your personal data’.
Transfers of your personal data to other countries
Your personal data may be transferred outside of your country, subject to appropriate safeguards.
Where your personal data is transferred to companies within the Shell group and/or to authorized 3rd party agents service providers and/or subcontractors who may be located in or outside of your location we take organizational, contractual and legal measures to ensure that the personal data is exclusively processed for the purposes mentioned above and that adequate levels of protection have been implemented in order to safeguard the personal data.
These measures include Binding Corporate Rules for transfers among the Shell Group and European Commission approved transfer mechanisms for transfers to 3rd parties in countries which have not been deemed to provide an adequate level of data protection as well as any additional local legal requirements. You can find a copy of the Shell Binding Corporate Rules at www.shell.com/privacy.html.
Security of your personal data
We are committed to safeguarding your personal data.
We have implemented technology and policies with the objective of protecting your privacy from unauthorised access and improper use. In particular, we may use encryption for some of our services, we apply authentication and verification processes for access to Shell services and we regularly test, assess and evaluate the effectiveness of our security measures.
How long do we hold your personal data for?
We will only hold your personal data for a defined period.
We’ll only store your personal data for as long as is necessary to fulfil the purposes outlined in this notice or for as long as we reasonably consider necessary to establish, exercise or defend our legal rights. Your data will be retained in line with statutory and regulatory requirements.
In all cases information may be held for a) a longer period of time where there is a legal or regulatory reason to do so (in which case it will be deleted once no longer required for the legal or regulatory purpose) or b) a shorter period where the individual objects to the processing of their personal data and there is no longer a legitimate purpose to retain it.
Your rights in relation to your personal data
Your rights and how to exercise them.
We aim to keep our information as accurate as possible. Any US resident, regardless of state of residency, has the right to the following:
access to your personal data
correction or deletion of your personal data (but only where it is no longer required for a legitimate business purpose such as completing a retail transaction)
that you no longer receive marketing communications
that the processing of your personal data is restricted
combining of your personal data from different sources to create a personal profile no longer takes place
that you receive personal data that you have provided to us, in a structured, digital form to be transmitted to another party, if this is technically feasible
To make a verifiable rights request please contact the respective business that you are interacting with as per follows:
Shell Energy Solutions
Privacy@shellenergy.com with questions about this policy or your data
Donotcontact@shellenergy.com to opt out of marketing communications or be added to our Do Not Contact List or
Call us toll free on 1-877-238-5343 Monday through Friday, 8:00 a.m.-5 p.m CST for California Data Subject Requests
Call us toll free on 1-877-238-5343 Monday through Friday, 8:00 a.m.-5 p.m CST for general privacy requests
Or write to us at Shell Energy Solutions, 21 Waterway Ave., Suite 450, The Woodlands, TX 77380 Atten: Legal/Privacy for general privacy requests or California Data Subject Requests
Shell Recharge Solutions
For all other requests related to wider group products and services please email: privacy-office-SI@shell.com
The verifiable request must:
provide sufficient information for us to be able to verify you are the person whose personal information we hold or are an authorized agent of that person and that the authorized agent is authorized to make the request on your behalf; and
describe your request in enough detail so that we can properly locate the personal information the request or requests relate to.
We cannot respond to your request unless we can verify your identity or if you are an authorized agent, your authority to make the request on behalf of the consumer. We will aim to verify your identity based on personal information we already hold about you. If we need to request further information from you in order to verify your identity, we will only use that personal information for the purposes of identifying you or that you have authorized the request.
Note that we may not be able to action a request for deletion if the personal information is required for a lawfully permitted purpose such as completing a transaction for which the personal information was collected or to comply with a legal obligation such as financial reporting. However, the personal information will be deleted once no longer needed for that purpose in line with the time periods set out above.
Who to contact if you have a query, concern or complaint about your personal data?
If you have any issues, queries or complaints regarding the processing of your personal data, please contact the respective business that you are interacting with at:
For all other requests related to wider group products and services please email: privacy-office-SI@shell.com
Since we are part of the Shell Group, you may also contact the Shell Group Chief Privacy Office at Shell International B.V. The Hague, The Netherlands - Trade Register No. 27155369 Correspondence: PO Box 162, 2501 AN, The Hague, alternatively you can also email the Shell Group Chief Privacy Office at privacy-office-SI@shell.com
If you are unsatisfied with the handling of your personal data by us, you have the right to lodge a complaint to the Shell Group regulator which is the Dutch Data Protection Authority located at Prins Clauslaan 60, 2595 AJ The Hague, The Netherlands. Please visit https://autoriteitpersoonsgegevens.nl/en for more information.
You also have the right to lodge a complaint to your local data privacy authority/regulator.
Changes to this Privacy Notice
Privacy notices are updated over time.
This Privacy Notice may change over time and you are advised to regularly review this Privacy Notice for possible changes. This notice was last updated on 1st May 2022.