Customer service

Customer identification and authentication

For us to be able to conclude a contract with you and provide our services to you, we must know your basic data. We require your identification and authentication also in a case where you exercise your rights in matters of personal data protection. In order for you to be able to operate your supply via the application and communicate with us electronically, we control your access data – particularly the logins and passwords, which are used for your secure authentication.

Our reason for processing your data:

  • to conclude and fulfill your contract
  • for fulfillment of obligations under the legal regulations

Use of websites and the on-line environment

As part of using our services, e.g. to obtain information on outages and breakdowns, you can use our websites.

Our websites, like the majority of other websites, use cookies. Based on these anonymous data object we can e.g. monitor the total number of visitors of our website.

“Cookies” are pieces of information that are saved by the website on the User’s hard drive. Thanks to cookies, websites are able to remember important information, which on the other hand makes its use by the User easier.

If you do not want to use cookies or if you want to be notified about any use of cookies by your browser, you have to make the appropriate setting in your browser. If you block all cookies, you will not be able to use all functionalities of our websites.

Our reason for processing your data:

  • to fulfill your contract
  • website activity monitoring

Preparation of a contract at your request

We collect and process only the data that are required and necessary for drafting your contract. For us to be able to conclude the contract with you, we require your name, date of birth and contact data. A further data area depends on the type of service, or type of business cooperation, which is the scope of contract. So for some services , it is necessary or desirable to to know the details of your service point or appliances.

Until signature of the contract, we use your personal data only for preparation of the draft contract at your request. After signature of the contract, we process the data for the purpose of its implementation; if the contract has not been signed, we process the data only if another purpose exists for its processing.

Our reason for processing your data:

  • for preparation of your contract
  • for fulfillment of obligations under the legal regulations
  • to protect our rights and justified interests

Management of relations with customers and business partners

We respect your needs and preferences. For this purpose, we make an effort to get an overall view of how you use the service and your desires. We solve all sorts of issues with you relating to the given service, particularly its establishment, configuration, changes, provision of information about the service, etc. We also solve your requests, desires and complaints at our branches, on our customer care lines, websites, portal solutions, in the mobile applications and in other ways. Besides our services, these requests may also apply to exercise of your rights in matters of privacy and personal data protection. We ascertain whether you are a satisfied client of our CEZ Group member companies and you want to remain loyal to us. If you come to the branch, we want to easily identify you and offer you suitable service.

Similarly, we are also interested in the management of mutual relations if you are cooperating with us as our business partners.

For these reasons, we particularly process the relevant information about the services, or business cooperation and the data from our communication and interaction, which you provide to us.

Our reason for processing your data:

  • to fulfill your contract
  • to protect our rights and justified interests

Use of services

Your selection of our services results in our processing your data. This mainly concerns your basic data, information about the services or business cooperation, or further data. We register, control and keep them up-to-date in cooperation with you. On the electronic portals, which you use to operate the service, we display the basic information about you and provided services and we control this information in order to ease the operation of the services for you.

Our reason for processing your data:

  • to conclude and fulfill your contract

Sending of service messages

Within the scope of provision of our services, we send messages to you, which are used for more comfortable operation of the provided service. We process your contact details for this purpose.

Our reason for processing your data:

  • to fulfill your contract
  • for fulfillment of obligations under the legal regulations