What Information Do We Collect?
Loudoun Water collects Customer Information from customers that register for water, wastewater, or reclaimed water service. We also collect Customer Information from business partners that utilize Loudoun Water products and services. Customer Information collected from customers and business partners typically include name, street address, phone number, e-mail address, and social security number.
Loudoun Water collects and stores water consumption data from our customer's meter. Billing information, such as a bank account or a credit card number may also be requested if a customer uses the LW Payment Portal.
Loudoun Water also periodically conducts surveys and collects additional information about our customers such as their water consumption habits, use of certain appliances, use of irrigation systems, etc.
How Do We Use Your Information?
Loudoun Water uses this information to facilitate billing and payment transactions and to fulfill customer requests for service. We also use this information to send service announcements and newsletters, to conduct surveys, to analyze service pattern and optimize our operations, and to notify our customers about issues that may affect service. Loudoun Water does not share Customer Information we have obtained about you with non-affiliated third parties except to the extent necessary to aid us in servicing or managing your account(s) in the ordinary course of our business, such as:
to companies to whom we may assign your account for servicing;
to companies that provide mailing services to us; and
to service providers that help us administer our database containing your account.
If you send us an e-mail, then we consider e-mail communication to be at your consent, and we will e-mail you. If you provide us a with a cell phone number, you expressly agree that we may contact you at this number to discuss your account. You also agree to receive, from us and our service providers, calls and messages, including prerecorded messages, calls from automated dialing systems and text messages. Normal cell phone charges may apply – please consult with your cell phone provider if you have questions about those charges. In order to provide you with services offered on our website, or to complete transactions or requests initiated by you on the website, we may transfer you to outside services provided by third-party operators. In certain instances, the third-party content may be "framed" in such a way it appears that you are still on Loudoun Water’s website. In such cases, we will have agreements with those third parties whose websites you may be transferred to, under which the third parties agree to maintain the confidentiality of Customer Information about you and to use it only to help us serve you. Other than described here, Loudoun Water does not release Customer Information about you to any other person or business entity without your prior consent. Consent may be obtained electronically, orally or in written format.
In addition, Loudoun Water may disclose our customer's personal information, without notice, if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Loudoun Water; (b) protect and defend the rights or property of Loudoun Water; or, (c) act under exigent circumstances to protect the personal safety of Loudoun Water's customers, business partners, employees, or the public.
Our Use of Your IP Address.
An Internet Protocol ("IP") address is a number automatically assigned to your computer every time you browse the Internet. When you visit the website, our servers log your current IP address. We may use your IP address to help diagnose problems with our servers and to administer the website. Your IP address is also used to help identify you and to gather broad demographic information. Your IP address is not tied to your Customer Information and we do not use it to identify you when logging IP address data.
"Cookies" are an industry standard practice of placing a file or identifying "marker" on a user's computer for identification and personalization purposes. When you visit the website, our server may create cookies, making it more convenient for you to use the website by verifying when you travel from page to page. The data we collect on website usage from cookies is not tied to your Customer Information and we only use it in aggregate form. You are not required to accept cookies. However, certain functionality of this web site may not work properly (if at all) if you reject cookies.
DISCLOSURE OF PAYMENT INFORMATION TO THIRD PARTIES:
To protect your privacy, we will not disclose any information about your online payments transactions to any person, except as follows:
1. as necessary to complete transactions;
2. to validate or verify the existence and condition any dispute involving payment, including with a third party, such as a financial institution or credit bureau
3. to comply with government agency or court orders;
4. to our employees, auditors, service providers, attorneys, or collection agents in the course of their duties;
5. to persons authorized by law in the course of their official duties; or
6. if you give us your written permission.
We maintain physical, electronic and procedural safeguards that comply with applicable laws and regulations to guard your Customer Information.
How to Update or Delete Personally Identifiable Information
If you need to revise, edit, or delete your Customer Information, you may do so by either contacting Customer Service at (571) 291-7880 between the hours of 8:00 a.m. - 5:00 p.m. Monday through Friday or by completing the Contact Us form on our website between the hours of 8:00 a.m. - 4:30 p.m. Monday through Friday. Banking details, credit card charges, and automatic payment options should be accessed by logging in to your LW Payment Portal account.