Privacy Policy | National Grid
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We are firmly committed to ensure online user privacy. The following privacy policy, together with our Terms and Conditions, outlines our information-gathering and dissemination practices for this website (“site”),, and our mobile application (“app”).

By accessing and using the site and app, you agree that you have read and understand this privacy policy and that you accept and consent to the privacy practices and uses or disclosures of information about you that are described herein.

Safe Harbor
For personal information of individuals that National Grid receives from the European Economic Area (EEA), National Grid has committed to handling such personal information in accordance with the U.S. Department of Commerce Safe Harbor Principles for the transfer of personal information outside of the EEA. National Grid’s Safe Harbor certification can be found at

To learn more about the Safe Harbor program, and to view National Grid’s certification, please visit

We use SSL (or Secure Sockets Layer) as our primary form of security protection. A Secure Sockets Layer is a protocol that hides the information sent between the browser and server. An SSL-enhanced browser uses encryption to scramble the transferring data you send to a website into randomized characters for decoding. This is the industry standard for encrypting digital communications between any two points across a network.

Most browsers will illustrate that you are entering or leaving a secure area by presenting a dialog box. However, most browsers give you the option of turning off the dialog box display.

When on a secure page, you will see the lock icon on the bottom of your Internet Explorer or Netscape web browser. Still other browsers have different ways of displaying this information.

While we have put in place commercially suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect on our site and app, the transmission of information via the internet is not completely secure and therefore we cannot guarantee the security of data sent to us electronically on our site or app, and transmission of such data is therefore entirely at your own risk.

Information We Collect and Use of Your Information
We use order forms which allow customers to request information and apply for services. When applicable, we collect personal contact information (such as your e-mail address and home address). This information is used to answer your questions, solve your problems, and provide interactivity. We do not provide this information to any other parties. Additionally, we may collect:

  • Details of your visits to our site or app, and the resources that you access, including, but not limited to, traffic data, location data, weblogs and other communication data, including your IP address, the date and time you accessed or left the site or app and which pages you viewed. Some parts of our site or app use cookies and other technologies to collect this information about your general internet usage. See section below ‘Website Cookies’ to learn more.
  • Information that you provide directly to us by filling in forms on our site or app (for example, to contact us, you must provide your name and e-mail address).
  • Information provided to us when you communicate with us for any reason. In addition to using this information to provide services to you, we may use this information to provide third parties with de-identified statistical information about the users of our site and app, and to monitor and conduct an analysis of our site and app traffic and usage patterns.

Website Cookies
A cookie is a small text file that is stored on your computer. We use session ID cookies and persistent cookies on our site. A session ID cookie is temporary. Once you close your browser, the cookie terminates. A persistent cookie is stored on the user’s hard drive for an extended period of time. Persistent cookies can be removed by following Internet browser help file directions.

On our site, cookies are not used to invade the privacy of internet users. We do not track our users across websites or across time.

Our cookies are used to improve the user experience. Persistent cookies enable us to track site usage patterns and analyze trends in the aggregate data reports. This helps us to make more useful to visitors. If users reject this cookie, they will continue to have full website access. This cookie does not include any personally identifiable information.

We also use cookies to create a continuous connection to the site. This type of cookie (a session ID cookie) is only temporary and allows users to complete a form.

Please see the following website for detailed discussions of cookies: Microsoft’s website: Cookies: What They Are, Why You Are In Charge*

Disclosing your Information
Because protecting your privacy is important to us, National Grid does not sell, trade, rent, give or distribute information about you to any third party. However, where applicable, we may disclose your personal information to any affiliated business entities to provide products and services to you.

We may also disclose your personal information to third parties:

  • Where we sell any or all of our business and/or our assets to a third party.
  • Where we are legally required to disclose your information.
  • When we are contractually obligated to disclose it.

Links to Third Party Websites
Our site and app provide links to other pages on the Internet. Please be aware that we are not responsible for the privacy practices or the content of such websites. When you leave our site or app, we encourage you to read the privacy statements of each stage that collects personally identifiable information.

We also contract with vendors to provide enhanced customer information through the Internet. These third-party websites are not under the control of National Grid, and we are not responsible for their contents. These websites have separate privacy and data collection practices, independent of National Grid. We have no responsibility or liability for these independent practices, policies or actions. If you provide any personal information while visiting these websites, you are solely responsible.

Children’s Privacy Policy
“Educational support” is a section in that includes links to external websites containing information directed at educating children about energy use and safety. Please see our statement concerning “Links to Third Party websites” (above).

Regarding website content aimed at children,

  • will not collect information that would let us or anyone else contact or personally identify children under the age of 13 unless their parent or legal guardian sends us consent in writing prior to the collection of information
  • will not use “cookies” to collect information for contact or identification purposes
  • will not allow visitors to publicly post or otherwise send information that would let anyone contact or personally identify its users who are under the age of 13.
  • will not promise special games, prizes or other offers as a way to try to get more information than we need in order for children under 13 to take part in our activities.

Under no circumstances shall children under the age of 13 submit personal information to our site or app. We are not liable for any damages that may result from a user’s misrepresentation of age.

National Grid makes no guarantee, warranty or representation, expressed or implied (including implied warranties of merchantability and fitness for a particular purpose), with regard to the accuracy, completeness, usefulness, timeliness or suitability of the information being provided.

It is expressly understood and agreed that neither National Grid nor its directors, officers, employees or agents shall assume any liability or responsibility for any damages or claims resulting from any use or disclosure of the information being provided.

For more information regarding online privacy issues, please visit the Federal Trade Commission homepage at

Modifications to Privacy Policy
We may modify this privacy policy at any time; please check back for updates. If we materially alter our privacy policy, we will notify you of such changes by posting a notice on our site or in the app. Your continued use of the site and app will be deemed your agreement that your information may be used in accordance with the new policy. If you do not agree with the changes, then you should stop using the site or app and you should notify us that you do not want your information used in accordance with the changes.

Contacting Us
We offer various ways that you may contact us online regarding queries, comments, requests or complaints—by electronic mail or online forms. Please note that while we are in the process of answering your questions or fulfilling your request, information you submit to us may be seen by various people in National Grid. If you decide to send us personally identifying information—for example, in an electronic mail message containing a question or problem—we will only use this information to help us solve your problem or answer your question. If you have any questions about this privacy statement, please contact us.