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Customer Protection Policy |
INTRODUCTION
The BANK may collect different information about you in different situations. BANK only collects Confidential Information about you through lawful means and to administer your account and conduct the business of providing you with quality products and services. Except as expressly provided for in this Policy, we do not share personal information with other persons or organizations for their marketing purposes, nor will we intentionally disclose your personal information to third parties unless.
SCOPE
This Privacy Policy is for the Planes family of Bank (collectively, the “Planes Bank”, “we” or “us”) and applies to all non-public, personal information that may be used to identify you as a visitor to our websites (the “Websites”), as our customer, or as a potential customer (“Personal Information”, as defined below), that is obtained by us in connection with the Websites or providing a product or service to you as part of our operations.
Privacy Commitment
BANK may collect different information about you in different situations. BANK only collects Confidential Information about you through lawful means and to administer your account and conduct the business of providing you with quality products and services. Except as expressly provided for in this Policy, we do not share personal information with other persons or organizations for their marketing purposes, nor will we intentionally disclose your personal information to third parties unless it is done for the reasons described in Article IV of this Policy.
Definitions
Customer Confidential Information is any information that is collected, received and/or stored by BANK that falls into the following categories:
Information that reveals or reasonably could be expected to reveal the identity of any individual or small group of BANK customers. Examples include the customer’s name, service and billing address, e-mail address, phone number, fax number, tax identification number, driver’s license number, IP address, social security number, bank name and account number, credit card number and billing details, credit card provider, BANK utility account number, password, and individual contract terms and conditions, or other information that might identify you as our customer.
Information regarding the electric and or gas demand and/or usage habits of individual customers or small groups of customers that either, explicitly or implicitly, reveals details, patterns, or other insights into the personal lives, characteristics, or activities of individual customers or members of the group.
POINTS COVERED UNDER THE POLICY
5.1. Non Confidential Information includes:
A. Public Information:
Any non-privileged or non-personally identifiable information prepared, owned, used, or retained by the BANK that is required or intended to be disclosed or made available to the public. This information may include general information regarding rates and programs.
B. Unsolicited Information:
Information or material sent to us by you or others acting on your behalf on an unsolicited basis.
C. Third Parties:
Any entity that sells products or services to BANK ’s customers, either directly to the customer, on behalf of BANK, or to BANK in the ordinary course of business such as billing, customer service, demand response, or other functions related to providing goods and/or services to BANK or its customers.
D. Customer(s):
Any person, corporation, government or other legal entity to which BANK provides services or from whom BANK collects Confidential Information. For purposes of this Policy, “Customer” includes person or entities that receive such services regardless of whether they have a contractual relationship with BANK or pay compensation for the services received.
5.2. Sources of Confidential and Non-Confidential Information.
BANK collects Confidential Information from sources such as:
· customer interactions with BANK, such as during phone calls when service is initiated or when determining eligibility for rebates or other offerings
· in your use of BANK ’s website
· forms you may complete
· surveys you participate in
· inquiries through our walk-in customer care centres, via fax, or by e-mail
· information submitted by Third Parties and/or non-profits in connection with certain home assistance programs and
· interactions between your web browser and the BANK website.
BANK may also obtain Confidential Information when we:
· notify our customers about updates or changes to our services;
· alert our customers when new services, options, products, or features become available;
· offer our customers the opportunity to donate to BANK 's assistance funds, such as REAP; and
· obtain a credit report to determine financial creditworthiness.
BANK ’s Use of Confidential Information
BANK may use Confidential information for its operations and activities including:
• to identify you in connection with establishing an account;
• to establish a deposit amount (if any);
• to maintain your account;
• to process, evaluate, and respond to account and service requests, inquiries and applications you make as a customer;
• to provide online bills or usage information; • to collect amounts due on your account;
• to close the account;
• to communicate with you about products and services;
• to operate, evaluate, and improve our business (including developing new products and services; managing our communications; performing market research; managing our advertising and marketing; analyzing our products, services, and BANK websites; administering our BANK websites);
· to provide third parties with information gathered from a sufficiently large group of customers regarding the usage habits of customers or broad categories of customers (e.g., industrial business, residential) and disclosed without specifying Personal Information so as to make it unlikely that the person receiving such information could deduce the identities and/or electricity usage habits of individual customers within the group for which the information has been aggregated;
· to protect against and prevent fraud, unauthorized activity, claims, and other liabilities;
· to comply with and enforce applicable legal requirements, industry standards, and our policies and terms of use; and
· to provide you with information on upcoming events or news that may be of interest, outages or other city-wide emergencies, or information on weather conditions affecting reliability.
5.4. Disclosure of Confidential Information
As a general matter, BANK may disclose or release personal information:
· when authorized by you or when necessary to provide you with a service you have requested;
· to communicate with you about issues related to your application, account, or request for service;
· when necessary to comply with an order of a government agency or court, when requested by a government regulator, or as otherwise required by law; · to investigate and address BANK system or facility problems; as appropriate to protect BANK ’s legal rights; during emergencies; in the event physical safety is believed to be at risk; and when necessary to protect the security of BANK assets;
· as required by law under a Texas Public Information Act request; to a commercial or consumer credit reporting agency for credit related activities;
· with other permitted uses of your personal information (subject to appropriate confidentiality agreements);
· to individual contractors, partners, other utilities, agents or third-party service providers who assist BANK directly or indirectly in providing you with products and services; and
· to any entity for which BANK bills you for goods or services.
5.5. Submissions to BANK
Any information, suggestion, idea, graphic, remark, or other submission made, whether submitted by email phone or other means specified in this Policy, shall become the exclusive property of BANK to use as it sees fit in its sole discretion, and shall not be deemed to be Confidential Information except as provided by this Privacy Policy. BANK shall be entitled to use any such submission and any derivative works created therefrom, and any related concepts, ideas, techniques, or know-how for any lawful purpose without any obligation to any customer submitting the same and without any other restriction, permission, or compensation. Each customer making any such submission thereby acknowledges and accepts responsibility for the information’s accuracy, completeness, appropriateness, and legality.
5.6. Data Security
BANK maintains administrative, technical and physical safeguards designed to protect the Confidential Information you provide against accidental, unlawful or unauthorized destruction, loss, alteration, access, disclosure or use. In the event your Confidential Information is compromised through no fault by you, BANK shall provide notice to you consistent with state and federal privacy laws. Note: BANK will never ask for you to send your password to them or any other person or bank via an e-mail.
