Privacy Policy

Throughout this Privacy Policy, the terms “Liberty Utilities”, "we," "us," and "our" refer to Liberty Utilities Co. and its affiliates and subsidiaries.

Your privacy is important to us. This Privacy Policy explains what personally identifiable information we collect from you and how we use and protect it. Personally identifiable information (PII) is any data that could potentially identify a specific individual or any information that can be used to distinguish one person from another. This policy also explains the choices you can make about the way your information is collected and used. We use and protect confidentiality and integrity of your information in accordance with the applicable laws, regulatory requirements and our own policies.

The following statements define our Company’s Core Information Privacy protection practices:

  1. Only personal information where it has lawful grounds and legitimate business to do so is collected
  2. The consent of individuals is required before collection, use or disclosure of PII. Individuals have the “right to opt out of receiving any marketing communication”, the “right to have inaccurate information corrected” and the “right to access their information”
  3. PII is obtained only for one or more specified and lawful purposes, and is not further processed in any manner incompatible with that purpose or those purposes
  4. PII collected, to the extent practicable, is kept up-to-date
  5. A privacy complaints handling and communication process is established and individuals are provided with mechanisms for appropriate access, correction, and redress regarding the Company’s use of PII. Individuals are made aware of the Company’s Privacy Office contact information
  6. Appropriate physical and technological security measures are implemented to protect PII
  7. A PII breach notification process is in place for PII breach disclosure to individuals and law enforcement agencies as required by the applicable local and federal laws


When this Privacy Policy Applies

Our Privacy Policy applies to This privacy policy applies to the website of Liberty Utilities and its subsidiaries, defined to include and its inherent sub-pages, including any mobile cell phone app that is owned and operated by Liberty Utilities ("Liberty Utilities Application").


Personal Information Collected

We collect information, including personally identifiable information, to operate effectively and provide you with our services. You provide some of this information directly, such as when you create an account with us, submit a search query, complete a form, pay a bill, ask us a question through our website, contact us for service or report an emergency. We collect some information by recording how you interact with our website by, for example, using technologies like cookies, which is described in more detail in our Terms of Use at We also obtain information from third parties (including other companies), who are providing you with services that are related to or ancillary to the services we provide you.

At any time, you may choose not to provide us with personal information by simply not providing it or by discontinuing your use of our website Please note:  Even if you choose not to have an online account with us, we will still store some of your personal information in our billing system if you are our customer).  If you choose not to provide this information, it may affect our ability to provide you with all of the requested products or services, or certain features of the website. 

The PII we generally collect include, without limitation, the following:

  • Account number (if you are a current customer)
  • Name
  • Email address
  • Mailing or service address
  • Phone number
  • Social Security number
  • Date of birth
  • Financial information such as banking account number, credit card number, etc.
  • Driver's license number or government issued ID number
  • Information about your computer and browser
  • Online account passwords and answers to security questions


Automatic Collection of Information

We receive and store certain types of information when you interact with our website, emails, and online advertising to monitor proper functionality, determine areas for continuous improvement, and to support website analytics and marketing campaigns. We collect information such as the number of visits to our website, operating system, the amount of time visitors spend on the site and mobile website, the number of pages viewed and the domains from which visitors visit the website.  This information is gathered automatically and we store it in log files. 

Examples include Internet protocol (IP) addresses or similar identifiers, browser type, Internet service provider (ISP), referring websites, exit pages, operating system, date/time stamp, and clickstream data meaning the path you take to navigate through our web pages. 

To collect this information, we use tracking technologies like cookies. These technologies may be invisible to you, and we analyze the information collected only in the aggregate; it is not associated with any specific individuals.

We use "cookies" to recognize you as you use or return to our website or mobile website. This is done so that we can provide a continuous and more personalized experience for you. A cookie is a small text file that a website or email may save to your browser and store on your hard drive. We use both session ID cookies and persistent cookies. We use session cookies to make it easier for you to navigate our shopping cart. A session ID cookie expires when you close your browser. A persistent cookie remains on your hard drive for an extended period of time. We set a persistent cookie to store your password, so you don’t have to enter it more than once. To remove persistent cookies, follow directions provided in the Internet browser’s “help” file.

If you reject cookies, you may still use our website or mobile website, but your ability to use some areas of our website or mobile website, such as contests or surveys, will be limited.


How Personal Information is used

We use the information we collect to provide you the services we offer and to support our business functions, which includes using data to improve your services. For example, we may use your information to:

  • Fulfill your requests for products and services and communicate with you about those requests
  • Help you quickly find and/or receive information about us and our services
  • Register and service your account
  • Administer surveys
  • Provide customer service
  • Improve the content of our website for your reference
  • Alert you to updated information and services
  • Notification about outages
  • Protect the security or integrity of our websites and our business
  • Answer your queries

Liberty Utilities is committed to maintaining your privacy on the Internet and protecting your personal information in the same fashion we protect our employees and company information. Should you have any concern about the information you provide to Liberty Utilities, please contact us and we will work with you to satisfy your privacy needs.

We adhere to the following privacy policies:

  • Liberty Utilities collects your personal information only with your informed consent.
  • Liberty Utilities uses your information for personalization, identification, communication and in the conduct of business at our request.
  • Liberty Utilities does not sell or distribute your personal information without your express consent.
  • You always have the right to request that your personal information be removed.


Questions to leave out or not…. Not covered given one example so may be ok to leave – just note this information could be used for promotion of new services, survey or questions in forms from potential new customers, invitations to events, newsletters, push to go paperless or utilize a specific energy or financial program based on the customer profile.  Data can be customer or non-customer from survey form or otherwise.


When we Share Personal Information

We may share your information with your consent or as necessary to complete any payment transaction or provide any service you have requested or authorized. We also share information with our affiliates and subsidiaries; with vendors working on our behalf, in each case as needed to perform specific business functions; when required by law or to respond to legal process; to protect our customers; to protect lives; to maintain public safety; to maintain the security of our services; and to protect our rights or property. 

Legitimate business purposes for information sharing; include, without limitation, the following:

  1. Transferring such information to Liberty Utilities’ affiliates and subsidiaries, unless such transfer is prohibited by law
  2. Transferring such information as part of a merger, consolidation, acquisition, divestiture or other corporate restructuring (including bankruptcy).  If such an activity occurs, we will provide notice as described below in "Changes to our Privacy Policy".
  3. Making such information available to third parties who are providing the product, service or information that you have requested
  4. Making such information available to third parties who are service providers to Liberty Utilities or its subsidiaries or affiliates - e.g., third parties performing computer-related services, credit card processing, email service providers, map service provider, employment services, credit reporting agencies, electronic bill payment services, or debt collection purposes (in the event of account default) for Liberty Utilities or its affiliates. These companies are authorized to use your personal information only as necessary to provide these services to us.


We reserve the right to disclose any and all pertinent information about you in our possession if we are required to do so by federal or state law, subpoena or court order, or as we, in good faith, believe is necessary or appropriate.

We also post testimonials on our site from customers who have given approval to post their personal information along with their testimonial.


How We Protect Your Personal Information

We always care for privacy, security and integrity of your personal information. We use industry-standard practices to protect your personal information from loss, misuse, alteration and destruction.  Such measures include, but are not limited to, systems and network security, vulnerabilities management, access control, malware protection, encryption and secure transmission. However, no security system is fail-safe, and Liberty Utilities cannot guarantee the information you provide will never be breached. If Liberty Utilities discover any such breach, we will investigate and inform our users and law enforcement agencies in accordance with the applicable privacy laws and regulations.

You are also required to protect the confidentiality of your information such as your customer account number, e-mail addresses, banking information, and password, etc. Following are, without limitation, the recommended practices to protect your personal information:

  1. We strongly urge you to guard the confidentiality of your user name and password. Using strong and complex online account passwords and changing it on a regular basis will help you stay up to date with best practices for strong passwords. We advise you to not share your user name and password used to access your online account with anyone or use your password with any other website.  If it’s the same password you use for other online accounts or if it’s not particularly strong, then it’s due for an update. If you ever have any reason to believe that your password may have been compromised, you should change it immediately or contact your local Customer Care representative.
  2. Beware of phishing scams. - “Phishing” refers to fraudulent attempts to get personal information from you, such as your online account password or credit card information, usually through an email or text message. On the surface, it may appear to be from a legitimate company or individual, but it’s not. PLEASE BE AWARE THAT WE WILL NEVER SEND YOU AN EMAIL REQUESTING YOUR PASSWORD OR OTHER PERSONAL INFORMATION VIA EMAIL. If you receive any such email, please ignore or contact our your local Customer Care representative.


Password Protection and Your Responsibility

Links to Third Party Websites

For the convenience of our users, some pages of our website offer you the ability to link to and view pages of websites not operated or controlled by Liberty Utilities (such efficiency programs and weather). Links by Liberty Utilities to such external websites do not imply endorsement by Liberty Utilities of that company, its site or its privacy policy, which may differ from Liberty Utilities’ practices.  We do not monitor or control the content or the privacy policies of the external sites, and are not responsible for the privacy practices or the content of linked external websites.  When using a link to a non-Liberty Utilities website, we recommend that you investigate the privacy practices and policies of such external site. Any use of external links is at the sole discretion of the user. 


Aggregate Information

We reserve the right to share any aggregate and statistical information (i.e., non-personal information) with any third parties for any reason, unless prohibited by law.


Retention of Your Personal Information

We will only retain your personal information for as long as we need such information in order to provide the requested products or services to you, and as necessary to with applicable laws and regulations, resolve disputes, and enforce our agreements.   If you wish to cancel your account, or request that we no longer use your information to provide you services, please contact us.


How to Access, Control and Modify Your Personal Information

You can contact us online or by phone to request changes to your information and select preferences about our collection or use of that information. Access to view and edit personal account information online will vary by state, community and service, as well as the requirements governed by third party payment system vendors that support Liberty Utilities bill payment channels.


Changes to the Privacy Policy

We reserve, in our sole discretion, the right to modify all or a part of this Privacy Policy, at any time, and from time to time, by posting revised terms on our website. We will not reduce your rights under this Privacy Policy without your explicit consent. We will post any privacy policy changes on this page and, if the changes are significant, we will provide a more prominent notice (including, for certain services, email notification of privacy policy changes). We will also keep prior versions of this Privacy Policy in an archive for your review.


Consent to Collection, Use, Retention and Disclosure of Personal Information

By providing your personal information and using our website, you expressly consent our privacy practices for our collection, use, retention and disclosure of your personal information as set forth in this Privacy Policy. 


How to Contract Us

If you have any questions or concerns about how your privacy information is being collected, used or disclosed by us, please contact us through your local Customer Care representative.