Privacy & Usage

Comments or questions about this website may be directed via online form or in writing to Holyoke Gas & Electric, Attention: Webmaster, 99 Suffolk Street, Holyoke, MA  01040.

Holyoke Gas & Electric (HG&E) is committed to protecting customer information. Our Privacy & Usage Statement, along with HG&E Rules & Regulations, describes how HG&E collects, utilizes, and protects customer information.

This Policy is effective as of October 7, 2020.  It applies to information collected via this website and information collected offline.  By using this website, you consent to this Policy.  HG&E may opt to modify its Online Privacy & Usage Statement from time to time, at which point a modification date will be posted below.

Information Collected

Information is collected when you:

  • Utilize our online bill payment option
  • Fill out a form or application
  • Contact customer service (verbal and written)
  • Respond to a survey
  • Become a customer of record

Accordingly, you may be asked for personally identifiable information including, but not necessarily limited to your:

  • Name
  • Mailing Address
  • Service Address
  • Email Address
  • Telephone Number
  • Utility Account Information
  • Personal Identification Numbers
  • Billing and Credit Information
  • Meter Data

How Information is Used

Information that we collect from you is used in the following ways:

  • To review customer credit information
  • To create and deliver customer statements
  • To improve the website and customer communications
  • To improve customer service
  • To process transactions
  • To administer a contest, promotion or survey
  • To enable you to participate in various programs that HG&E administers
  • To contact you about various HG&E news and initiatives that may be of interest
  • To analyze rates and rate structures
  • To project usage and demand patterns
  • To respond to service interruptions

How is Information Protected

System and data security is a top priority for HG&E and we take extensive measures to ensure the integrity of our information technology systems. Our data networks have been designed with multiple layers of access controls and monitoring in place to ensure the protection of our customer’s sensitive information that is stored and transmitted by HG&E. The same commitment to data protection is expected of all 3rd party contractors acting on HG&E’s behalf, as they are required to comply with all our privacy and sensitive information policies.

Use of Cookies

This website uses cookies. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the sites or service provider’s systems to recognize your browser and capture and remember certain information.  HG&E uses cookies to understand and save your preferences for future visits and compile aggregate data about site traffic and site interaction, so that we can offer better site experiences and tools in the future.

Disclosure to Outside Parties

HG&E does not sell, trade, lease or otherwise disclose your personally identifiable information to any outside party for commercial benefit without your prior written consent. Written consent may be obtained electronically, such as via email.   This does not include any trusted third party vendors who assist HG&E in operating this website, conducting business, or otherwise serving you. However, in these cases, we require that the third parties agree only to use such data for HG&E purposes and protect it under the same confidentiality and privacy standards as are applied to HG&E.

HG&E may also disclose your personally identifiable information when it believes that such disclosure is necessary to comply with the law, enforce site policies or protect the rights, property and safety of HG&E and/or others.

Non-personally identifiable information may be transmitted to other parties for marketing, advertising or other purposes.

Links to Other Websites

This website may contain links to other third party websites of interest. These third party websites may collect data or solicit personal information from you. HG&E does not control, and is not responsible for what third parties do in connection with their websites, or how they handle your personal information. Exercise caution and consult the privacy policies posted on each third party website for further information.

Copyright disclosure:

Copyright 2020©, Reproduction, distribution, republication, and/or retransmission of material contained within (website, presentation, newsletter, etc) is prohibited unless the prior written permission of HG&E has been obtained. You may contact HG&E to get permission by calling the phone number provided on the page.

Contact Info

99 Suffolk Street
Holyoke, MA 01040
Tel: (413) 536-9300
Toll-free: (877) 742-5443