Privacy policy

Utility Assistance > Privacy policy

Privacy Policy

Effective Date: 03/25/2019
Last Updated: 06/23/2025

UtilityAssistance (“we,” “our,” or “us”) is committed to protecting your privacy. This Privacy Policy describes how we collect, use, and share your personal information when you use our website to apply for utility assistance programs, including but not limited to LIHEAP, HEAP, WAP, and related services.

Utility Assistance is a community-based, non-profit organization that operates independently and is not affiliated with, endorsed by, or acting on behalf of any federal, state, or local government agency or program, including energy assistance programs. Our sole purpose is to assist individuals in accurately completing and submitting applications for government-sponsored energy assistance programs for which they may be eligible.

1. Information We Collect

A. Information You Provide

We may collect the following information directly from you:

  • Full name

  • Email address

  • Phone number

  • Home address and zip code

  • Household size and income range

  • Utility account numbers

  • Consent to receive SMS or email messages

B. Information We Collect Automatically

We may automatically collect:

  • IP address

  • Browser and device information

  • Referring/exit pages and on-site activity

  • Geolocation (approximate)

  • Analytics via cookies, pixels (e.g., Google Analytics, Meta Pixel)

C. Information from Third Parties

We may receive information from:

  • Google Ads, Facebook Lead Ads, and other advertising tools

  • Form tools like Typeform, Jotform, or Zapier

  • Email/SMS providers like Omnisend or Twilio

  • Government or nonprofit agencies, with your consent

2. How We Use Your Information

We use your data to:

  • Help you apply for eligible utility assistance programs

  • Submit your information to relevant government or nonprofit entities

  • Communicate with you about your eligibility, status, or missing documents

  • Send you updates via email or SMS (with your consent)

  • Analyze and improve our services and website

  • Fulfill legal and regulatory obligations

3. SMS and Email Communications

By opting in, you may receive:

  • Status updates and reminders

  • Program news or alerts

  • Optional promotional messages related to assistance or energy-saving services

You can opt out:

  • By replying “STOP” to any SMS

  • By clicking “Unsubscribe” in any email
    Standard message and data rates may apply.

4. Information Sharing

We do not sell or rent your personal information.

We may share your information with:

  • Government or utility program administrators (for application purposes)

  • Partners who assist in processing applications

  • Email, SMS, and form automation platforms (e.g., Omnisend, Zapier)

  • Analytics and marketing tools (e.g., Google, Meta)

  • Legal authorities when required by law

All third parties are required to protect your data in accordance with legal standards.

5. Data Security

We use industry-standard security measures, including:

  • SSL encryption

  • Secure servers and access control

  • Data processing agreements with third-party tools

While we strive to protect your information, no transmission over the internet can be guaranteed as completely secure.

6. Data Retention

We retain your data only as long as necessary:

  • To fulfill application-related services

  • To comply with legal and regulatory requirements

  • Until you request deletion

You may request deletion or access at any time.

7. Your Privacy Rights

Depending on your location, you may have the right to:

  • Request a copy of your data

  • Correct or update your data

  • Delete your data

  • Withdraw consent for processing

  • File a complaint with a privacy authority

To exercise these rights, contact us at:
service@utilityassistance.org

8. Cookies and Tracking

We use cookies and pixels for:

  • Website performance

  • Visitor analytics

  • Retargeting ads (e.g., Google Ads, Facebook Ads)

You may disable cookies in your browser settings or manage ad preferences at:

9. Jurisdiction-Specific Rights

California (CCPA)

California residents can:

  • Request disclosure of data collected

  • Request data deletion

  • Opt out of data sharing (we do not sell personal information)

Submit requests to [Insert CCPA contact email].

European Union (GDPR)

If you are in the EU, you may also:

  • Request data portability

  • Object to processing

  • File a complaint with your Data Protection Authority

10. Policy Updates

We may revise this policy as regulations change. Updates will be posted on this page with the new “Effective Date.” Material changes may also be emailed or displayed on the homepage.

11. Contact Us

If you have questions about this Privacy Policy or our data practices, reach out to us at:

service@utilityassistance.org

Contact Us

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