Customer service for homes

Personal data handling

We take particular care when handling our customers' personal data, continuously improving the openness and transparency of our practices.

Personal data include, in addition to the name, contact details and ID code, also information concerning e.g. the services used by the customer, payment record, user site and energy consumption.

Personal data are mostly obtained from customers themselves in connection with quotation requests, orders, contracts or other related contacts, as well as from energy consumption data obtained from energy meters installed in the customers' premises. Personal data are also gathered from customers through competitions, events, prize draws and when participating in other similar interactions.

In addition, personal data may be gathered and updated from the Population Information System, Suomen Asiakastieto register, telephone directory registers kept by telecoms companies, the preference service register held by the Data & Marketing Association of Finland, other authorities and businesses providing personal data services, and generally available online sources.

 Personal data are used in maintaining and developing the customer relationship, monitoring and collecting payments, maintaining, offering, developing and delivering products and services, as well as carrying out the internal and external product- and service-related functions of Helen Ltd.

Personal data are also utilised in the marketing and remote sales of products and services and in targeting direct marketing through profiling. Profiling is automated processing of personal data, whereby e.g. a person's behaviour, interests, financial situation or personal preferences are analysed or predicted using personal data. Profiling is used to create various customer categorisations and target groups based on gathered customer data.

Only Helen employees or authorised agents, who need the data in their work, have permission to use the data. Depending on the purpose of the register, data may be passed to Helen's partners, subsidiaries, service providers or subcontractors. Data may also be passed to the authorities, as provided in current legislation.

As in all our operation, we comply with laws, orders and regulations, as well as observing honesty, integrity and non-discrimination in dealing with customers, the authorities and other interest groups, also in relation to data protection.