Privacy and Confidentiality Policy

I. Objective

Bartlett Electric Cooperative is committed to protecting the privacy and confidentiality of member information.

This policy explains the types of information Bartlett Electric Cooperative (BEC) collects as part of its normal operations and how that information is used, protected, and shared.

BEC will not use or publish images without the subject’s consent unless otherwise permitted by this policy. All such content is treated as confidential and safeguarded accordingly.

II. Policy

Bartlett Electric Cooperative collects and maintains information about its members as part of normal operations.

This information may include:

Contact information, such as name, address, telephone number, username, password, and email address.
Billing and financial information, including Social Security number, credit information, payment details, account data, and billing history.
Electric usage data collected through metering systems, as well as service history and property-related information used for operations, such as safety notes for meter reading.
Capital credit and patronage account information for current and former members, including membership-related contact details.
Anonymous survey responses used to improve services and better understand member needs.
Additional information related to a member’s property, appliances, or services obtained through programs offered by Bartlett Electric Cooperative or its affiliates.
Drone or electronic imaging, including video or photographs of Bartlett Electric Cooperative’s distribution equipment located on or near member property.
Recorded business communications, including phone calls made to or from Bartlett Electric Cooperative, excluding credit card information in compliance with PCI standards.

Bartlett Electric Cooperative collects and maintains member information to support its operations, provide electric service, and manage accounts. All information is collected using lawful and fair practices and only for appropriate business purposes.

Bartlett Electric Cooperative strives to maintain accurate, complete, and up-to-date information. Members may request access to their personal information or request corrections to ensure records are accurate.

To request access, updates, or corrections, please contact Bartlett Electric Cooperative at 27492 State Highway 95, Bartlett, TX 76511, call (254) 527-3551, or email our customer service team.

Usage data may be made available to members through secure systems such as online portals or in-home displays.

Drone and electronic imaging may be used to inspect and maintain electric distribution equipment on or near member property. This imaging is used strictly for operational purposes and is not shared publicly in order to protect member privacy.

In some cases, images may be shared with members or other parties to support service requests, maintenance, or claims involving Bartlett Electric Cooperative equipment.

Business calls may be recorded for quality assurance, training, or to confirm service requests and instructions. Recordings are not typically shared, but details such as call timing and purpose may be discussed if needed.

Bartlett Electric Cooperative collects information through a variety of activities related to providing electric service and supporting members. This information may be collected:

When members create an account or interact with Bartlett Electric Cooperative regarding their account, electric service, or participation in cooperative programs.
When electricity is used and data is collected through metering systems.
When members visit or interact with Bartlett Electric Cooperative websites and online services.
When Bartlett Electric Cooperative works with third parties, such as credit or collection agencies.
When member surveys are conducted to better understand needs and improve service.
When drone or electronic imaging is used to inspect or maintain distribution equipment on or near member property.
When calls are made to or from Bartlett Electric Cooperative, including through automated systems, with recordings used for service support and quality assurance (excluding credit card information in compliance with PCI standards).
When Bartlett Electric Cooperative performs on-site service, maintenance, or inspections using electronic images.
When members interact with automated services such as the Interactive Voice Response (IVR) system.
When members or individuals express interest in services offered by Bartlett Electric Cooperative.

Bartlett Electric Cooperative uses information about member-consumers in defined and responsible ways in order to manage, provide, and improve its products, services, operations, and member touchpoints.
Data about member-consumers’ electric usage may be compiled in aggregate form so that an individual member-consumer’s daily energy usage habits are not revealed, and such data may be used by Bartlett Electric Cooperative to improve system operations, efficiency and overall customer service.
Bartlett Electric Cooperative retains member-consumer information including drone imaging, telephone recordings, contact tracking electronic images, IVR access, and energy usage data, in such amounts and for such periods of time as required by law or regulation or as reasonably necessary to provide services.

Bartlett Electric Cooperative protects member information using appropriate technical, administrative, physical, and cybersecurity safeguards designed to prevent loss, unauthorized access, misuse, modification, and improper disclosure.

While every effort is made to secure information, no system can be completely protected against all potential risks.

Bartlett Electric Cooperative requires employees, affiliates, and contractors with access to member information to follow this privacy and confidentiality policy. Failure to comply may result in disciplinary action, including termination.

Member information accessed through Bartlett Electric Cooperative’s website is protected using security measures designed to prevent unauthorized access by third parties.

Bartlett Electric Cooperative does not share member information with third parties without your request, consent, or as described below.

Members may authorize the release of their information (excluding imaging and call recordings) by contacting Bartlett Electric Cooperative at 27492 State Highway 95, Bartlett, TX 76511, calling (254) 527-3551, or emailing customer service.

Information may be shared with trusted affiliates, contractors, or service providers who assist with operations such as billing, maintenance, customer service, legal support, auditing, and collections. These parties are required to protect and maintain the confidentiality of member information.

Bartlett Electric Cooperative may also share information with credit reporting agencies and collection firms for credit-related activities.

Aggregated (non-identifiable) information may be shared when needed to support operations or improve services.

Information may be disclosed when required by law, including in response to legal requests such as subpoenas or court orders, or to protect the safety, rights, and property of Bartlett Electric Cooperative or others.

Information may be shared with affiliates or partners that offer services of interest; however, Bartlett Electric Cooperative does not sell or share personal information with non-affiliated third parties for marketing purposes without your consent.

Bartlett Electric Cooperative may make information about third-party products or services available to members through its website.

Membership lists of Bartlett Electric Cooperative may be disclosed to a member- consumer of the cooperative for proper purposes, such as in connection with Cooperative election activities. Such disclosures will only be made in accordance with a policy adopted by the Board, and further uses of any lists so disclosed will be subject tothat policy.

III. Responsibility

The Board of Bartlett Electric Cooperative is responsible for ensuring this policy reflects current practices related to the protection of member information.

The Board may approve additional uses or disclosures of information, as allowed by applicable laws, rules, and regulations.

The General Manager/CEO is responsible for ensuring this policy is followed and properly implemented.

I. Objective

II. Policy

Categories of Information Collected

Purposes for Collection and Access to Information

How Bartlett Electric Cooperative Collects Information

Use and Retention of Member-Consumer Information by Bartlett Electric Cooperative

Security

Disclosure to Third Parties

Disclosure of Membership Lists to Member-Consumers

How to Contact Bartlett Electric Cooperative

III. Responsibility

Payment Due Date