OVO Live – Your Privacy
At OVO Live, we recognise that it is important for you to understand how we use your personal data. Therefore, please read the following information carefully as it contains important information regarding the OVO Live website (this/our "Site") and the way in which we use your personal data.
The responsible data controller/s are: OVO Electricity Limited (No. 06858121); OVO Energy Ltd No (06890795); OVO (S) Gas Limited (No. 02716495); OVO (S) Home Services Limited (No. SC292102); OVO Gas Ltd (No. 06752915); OVO (S) Metering Limited (No. SC318950); OVO (S) Energy Solutions Limited (No. SC386054); OVO (S) Energy Services Limited (No. 11046212).
When we refer to “we”, “us”, and “our”, we mean any one or more of those data controllers, as appropriate.
If you have any questions, comments, or concerns about this policy, we’d love to hear them. Get in touch anytime: our contact details are in section 11.
1. The data we collect and how we do this
Personal data we get from you.
We collect personal data about you where you provide it to us directly. This may happen in a variety of ways, including by:
creating an account with us on our Site;
making a booking through our Site;
leaving a review on our Site;
sending us a message through our Site or any of our other websites (when your message is in relation to OVO Live);
by completing an online form;
corresponding with us by e-mail, telephone, SMS or via our customer service tool on our Site; or
mentioning or interacting with us on social media (for example by following/mentioning/tagging us or by contacting us directly).
The personal data you may give us may include, but is not limited to:
Your name (including first name, last name and title);
Your address (including your postal address and the country you live in);
Your email address;
Your contact telephone number;
Your date of birth;
Your gender;
Your OVO Energy account number;
Your ticket purchases and purchase history;
Whether you (or someone in your party) has accessibility requirements;
Your preferences to receive pre-sale and event info for OVO Hydro, OVO Arena, Wembley or both venues;
Social media handle and personal data on your social media account.
Personal data generated through your use of our Site and services .
When you visit our Site or get in touch with us, we may collect, generate, store and use certain personal data about you. In some cases we will use cookies to do this, for further information about the cookies we use and how to opt out of such cookies please see our cookie policy.
This personal data may include:
technical information, including: the Internet protocol (IP) address used to connect your computer to the Internet; your login information (if accessing an account with us); browser type and version; time zone setting; browser plug-in types and versions; device types; operating system; time and date of consent and platform; and any phone number used to call our customer service number.
information about your visit to our Site, including: the full Uniform Resource Locators (URL); clickstream to, through and from our Site (including date and time); services you viewed, searched for or purchased; page response times; download errors; length of visits to certain pages; page interaction information (such as scrolling, clicks, and mouse-overs); and methods used to browse our Site.
We may also process your personal data in the form of video or audio recordings via CCTV. CCTV is used in our venues, for the safety of and prevention of any crimes committed against our staff, our other venue visitors, our equipment and our properties, not for other monitoring purposes. In the event of any criminal investigations, we may be required by law, to share the data captured with the relevant authorities.
2. How do we use your personal data?
We will only use your personal information when the law allows us to. Whenever we process your personal data, we are required to identify and maintain a valid "lawful basis" (i.e. a legally compliant justification) for the processing. We have included some details below to help you understand how we use your personal data and why:
How and why we use your personal data | What is our legal justification for processing your personal data |
To carry out our obligations arising from any contractual agreement with you and to provide you with the information and services you request. These may include confirming that you are an OVO Energy customer, managing your account with us, fulfilling your orders and the provision of services related to these purposes to us by our agreed third-party providers. | We rely on our contractual arrangements with you as the lawful basis on which we collect and process your personal data in relation to our services. Alternatively, in some scenarios, we rely on our legitimate interests as a business (for example, it is in our interests to measure customer satisfaction and troubleshoot customer issues). |
To measure how satisfied our Site visitors and our customers are and provide customer service (including troubleshooting in connection with the services you use or when you ask us questions by email, on the phone or on social media). | |
To process and maintain accounts and records. | |
To send you newsletters, updates, information about new services (such as new events) that we think might interest you, to send you other promotional and marketing information, to conduct prize draws, competitions and other promotions via email, telephone or post. | We will only use your personal data to send you electronic marketing messages if we have consent from you to do so.
In some cases, we mayrely on our legitimate interests to send these types of communications, and may use trusted third-party survey and review partners to do so (our legitimate interests to conduct market research to improve customer services or customer experience). Where you have consented, you can amend your preferences or opt out from marketing communications by using the unsubscribe links within our marketing messages, by contacting us using the details below, or by updating your preferences in your account settings. |
To measure or understand the effectiveness of advertising we serve to you. | |
To carry out market research or similar surveys. | |
To use the reviews, comments and feedback that you leave on our Site or provide to us for our own advertising purposes. We may use a review, comment or piece of feedback that you submit in our advertising campaigns, such as in press and digital advertising, on our social media pages, in our email marketing or on our Site. | We have a legitimate interest to promote our own services and to use the reviews, comments and feedback that you provide to us to do so. |
To find out more about the visitors to our Site and our customer base as a whole (and not to find out more about you as an individual) to ensure that the services that we offer are most likely to interest our Site visitors and customers. |
Where you have consented. We will not place cookies other than ‘strictly necessary’ cookies on your device unless you have told us that you are happy for us to do so. For information on how we use cookies, please see our cookie policy. In some alternative situations, we rely on our legitimate interest in making sure that we are providing you with the information that we think is most relevant to you. |
To notify you about changes to our services and terms and conditions. | We rely on our contractual arrangements with you as the lawful basis for this processing. In some cases, we rely on our legitimate interests as a business to send you these updates. |
For administrative or business purposes, where you contact us for a particular reason other than those set out above, such as to report problems with our Site. | We have a legitimate interest to respond to your contact for the purposes of administering our business. |
To prevent or detect crime, fraud or abuses of our products and services or our Site, and to enable third parties to carry out related technical, logistical, research or other functions on our behalf related to these purposes. | In some circumstances we will use your personal data because it's necessary for us to comply with a legal obligation (for example, if we receive a legitimate request from a law enforcement agency). In other cases (such as the detection of theft, fraud or ensuring security of our Site) we will rely on our legitimate interests in keeping our employees and our Site secure and to prevent theft and fraud. |
We use CCTV in our venues, for the safety of and prevention of any crimes committed against our staff, our equipment and our properties, not for other monitoring purposes. | We have a legitimate interest to ensure the safety of and prevention of any crimes committed against our staff, our other venue visitors, our equipment and our properties. In some circumstances we will use your personal data because it's necessary for us to comply with a legal obligation (for example, in the event of any criminal investigations, we may be required by law, to share the data captured with the relevant authorities.). |
3. If you fail to provide personal data
Please make sure you provide us with certain information when requested as if you don't we may not be able to provide you with the services that you request from us. In this case, we may have to cancel a service you have with us, but we will notify you if this is the case at the time.
4. Who we share your personal data with
Our service enables you to sign up and register to purchase tickets for the OVO Hydro in Glasgow and the OVO Arena, Wembley. We do not provide the ticketing services directly – these services are supplied by our partners Ticketmaster (for events at the OVO Hydro) and AXS (for events at the OVO Arena).
We will therefore share the personal information that you provide to us with our partners in order to provide you with the service that you have requested. Please note that Ticketmaster and AXS have their own privacy practices in place and use their own privacy policies which are separate to this one – if you agree to us sharing your personal data with these third parties, you acknowledge that your personal data will be processed in accordance with their privacy policies.
We may also share your personal data with third party suppliers and service providers, including market research agencies and third-party survey and review partners, as part of the day to day operations of our business, and to understand how you use our products and services, or how we might improve them. We will always make sure that these trusted suppliers meet agreed standards for the protection of your personal data, and they will only ever be allowed to use your personal data in order to provide us with services and not for their own commercial purposes. We require all third parties with which we share your personal data for the purposes of providing the services to take appropriate technical and organisational security measures to protect your personal information and to treat it subject to a duty of confidentiality and in accordance with applicable data protection law.
5. Third-party websites
Our Site may, from time to time, contain links to third-party websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
6. How your personal data is sent outside of the European Economic Area
We do not actively transfer your personal data outside of the UK or EEA, however our partners (including Ticketmaster and AXS) may process personal data outside of the EEA. We (or a third party who we share personal data with) might host, store, and handle that personal data outside of the European Economic Area (EEA). Where this is the case, we will ensure that we take the necessary steps to protect your personal information as required by data protection laws.
7. How long we keep your personal data
We keep your personal data for no longer than is necessary. This means that when we don’t need it anymore, we delete it. The length of time we keep it all depends on why we’re using it and/or what we need to do to comply with applicable laws and to establish, exercise, or defend our legal rights.
In some circumstances, we might anonymise your personal data (so that it can no longer be associated with you) and use this indefinitely, without further notice.
8. Protecting your personal data
We follow strict security procedures to protect your personal data. This includes following certain guidelines (for example, checking your identity when you phone us).
Whilst we take appropriate technical and organisational measures and have in place physical and electronic procedures necessary to safeguard the personal data that you provide to us, no transmission to or from us by post, email, phone, SMS or over the internet can ever be guaranteed as entirely secure. Communications over the web are not secure and as such, we cannot accept any liability or responsibility for any unauthorised access or loss of personal data.
We also have procedures in place to deal with any suspected data security breach. We’ll notify you and any applicable regulator of a suspected data security breach where we’re legally required to do so.
9. How we might change this privacy policy
We may change this privacy policy from time to time. If we make changes, we’ll let you know by revising the date at the top of this policy. If they’re major changes, then we may let you know by getting in touch with you.
10. The choices and rights you have, when it comes to your personal data
Our contact details are in section 11, and you can always get in touch to ask that we:
Let you know if your personal data is being processed
Give you further details about how we process your personal data
Give you a copy of any personal data we hold about you
Withdraw your consent for a way that we’re using your data (where we need your consent legally to use your personal information)
Consider any valid objection you have to us processing your personal data (including the right to object to processing where we’re relying on our interests as a legal basis for processing)
Update or delete personal data that we have about you
Restrict the way that we process your personal data
Consider any valid request to transfer your personal data (that relates to an energy account) to a third-party provider of services (this is called data portability)
Where we carry out automated decision making that has legal or significant effects on you, make sure we get a person to review that decision, give you an explanation of the decision, and/or consider your appeal of the decision
11. Getting in touch with us
Our contact details
Two tips to help us get back to you more quickly:
When you send us your message, let us know if it's a "rights request" as part of your message. This will help us make sure it gets to the right people.
Include your name, account number, address, and if there's any data you're especially interested in, if you can. This will make it easier for us to respond to you properly.
How to contact us:
If you’ve got any questions about data protection, or you’re not happy with how we’ve handled your data, email us at [email protected].
For access to your data, use our online form.
To delete your data, use our online form.
For all other requests, email us at [email protected].
Data Protection Officer (DPO)
You can email our Data Protection Officer (DPO) at [email protected]. You can also write to them:
OVO Energy
1 Rivergate
Temple Quay
Bristol
BS1 6ED
Information Commissioner’s Office (ICO)
If you’re not happy with our reply to any complaint or you think our processing of your data doesn’t comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO). Just use these details:
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Telephone number: 0303 123 1113
Website: ico.org.uk