ENGIE Vianeo Privacy Policy

December 2025

Personal data protection

Preamble

This Privacy Policy sets out how we will process your personal data when you use our services, in particular via the website https://www.engie-vianeo.com/, the associated web pages, and the ENGIE Vianeo mobile application.

1 – Identity of the data controller

As part of its activity of selling charging services for electric and rechargeable hybrid vehicles, ENGIE MOBILITES ELECTRIQUES (hereinafter “ENGIE Vianeo,” “we,” “us,” “our”), a simplified joint stock company with a share capital of €54,880,000, registered with the Nanterre Trade and Companies Register under number 909 073 363, located at 1 place Samuel de Champlain – 92930 Paris la Défense Cedex France and operating under the ENGIE Vianeo brand, may collect and process your personal data (“your data”, “personal data”).

Consequently, ENGIE Vianeo, acting as data controller, ensures that it processes its Users’ data in accordance with personal data protection regulations and undertakes to comply with applicable laws and regulations. It does not intervene in the automated processing of your personal data.

2 – Means of data collection

When you browse our websites and mobile application or use our services, we may collect certain personal data by various means:

  • Directly from you: by ENGIE Vianeo or its service providers when you subscribe to a service, as part of a contractual relationship, via cookies, or when you request information, for example via a contact form filled out on our websites or mobile application;
  • Indirectly, when we obtain your data from: other companies in the ENGIE Group ;

The categories of data collected indirectly include identity and contact details, data on ownership of an electric or rechargeable hybrid vehicle, and information relating to commercial prospecting targeting the User. Please refer to the “Data minimization” article below for more information on the categories of personal data collected.

3 – Purposes of data processing and legal basis

Depending on the circumstances, ENGIE Vianeo processes your data, within the framework of its electric mobility activities, for the following purposes:

  • Selling the charging service;
  • Managing requests for information and/or contact (customers, press, etc.);
  • Commercial management and marketing;
  • Management and monitoring of customer relations in general;
  • Improvement of the customer experience;
  • Management of opinions, complaints, and disputes;
  • Optimization of the functioning of its websites and mobile application;
  • Statistical studies;
  • Conducting surveys for internal analysis and improvement of our services;
  • Managing requests for access, rectification, and opposition to the processing of personal data.

The legal basis for the processing described in this Data Protection Policy depends on the personal data collected and the context in which it was collected.

ENGIE Vianeo may process your data on the basis of your consent to the processing (e.g. for commercial prospecting), on the grounds of legitimate interest (e.g. for the management of complaints and disputes or to improve the services it provides to you), to ensure compliance with a legal obligation or within the framework of a contract.

ENGIE Vianeo may process your data on the basis of its contractual obligations, to provide assistance to customers wishing to recharge their vehicles, to take into account and process reports of incidents and/or accidents occurring on the facilities it operates, and to analyze assistance needs for continuous improvement purposes. Secondarily, the call recording may be used for agent training and to monitor the quality of request handling by the call center.

4 – Data minimization

ENGIE Vianeo only collects personal data that is necessary for the purposes for which it is processed.

The categories of personal data we process include:

  • Identity and contact details;
  • Payment data: bank details [credit card number; cardholder name; expiration date and CVV number] are collected and processed by our payment service provider;
  • Vehicle identification data;
  • Navigation data;
  • Location data (station visited);
  • User preferences;
  • Voice recording during a phone call to our support center, unless the person concerned objects.

ENGIE Vianeo invites Users to minimize the data (confidential or personal) they transmit when we offer you this option in the free comment areas.

5 – Data retention period

ENGIE Vianeo only retains your data for the period necessary for the purposes for which it was collected, within the limits of the applicable limitation periods or legal obligations to retain commercial documents.

Data collected for the purpose of managing a contract is retained for the duration of the contractual relationship and for five years after its expiry.

Bank details collected for the purpose of selling the recharging service are kept for a period of 12 months by our service provider, starting from the date of payment. Bank details recorded for the purpose of facilitating future purchases are kept by our service provider until consent is withdrawn.

Data collected for the purpose of commercial prospecting is kept:

  • If you are a customer: Until the User withdraws their consent or for the duration of the commercial relationship and then for 3 years from the end of the relationship or the last contact from the User.
  • If you are not a customer: Until the User withdraws their consent or for a period of 3 years from the date of collection by ENGIE Vianeo or the last contact made by the User.

At the end of the retention period, User data will be deleted or anonymized.

6 – Data recipients and disclosure

The data processed is only communicated to authorized recipients determined in accordance with the purposes of the processing. These recipients include service providers and data processors (e.g., card payment companies).

In certain cases (investigations by competent supervisory authorities, disputes, etc.), ENGIE Vianeo may be required to disclose personal data to authorized third parties not directly involved in the processing, for example:

  • To comply with a legal obligation;
  • To protect and defend its property rights;
  • To prevent any harmful acts on our websites and applications;
  • To ensure the safety of users of the websites and mobile application or the public.

In addition, and only if you have given your consent for this purpose, your data may be used to enable ENGIE Vianeo, other ENGIE Group companies marketing products and services, and ancillary service providers such as insurers to send you personalized commercial offers by electronic means.

Any consent may be withdrawn at any time from ENGIE Vianeo:

  • On the application: in the “Settings” section under “Communication preferences”;
  • By clicking on the link “change your ENGIE Vianeo commercial offer communication preferences” available at the bottom of ENGIE Vianeo communication emails;
  • By email to the following address: rgpd.vianeo@engie.com  

7 – Video protection at our charging stations

To ensure the safety of people and the protection of property, some ENGIE Vianeo charging stations are equipped with video protection devices. Users are informed of the presence of such devices by signs displayed at the station.

The legal basis for processing is the legitimate interest of ENGIE Vianeo.

The recorded images are kept for a period of 30 days. At the end of this period, the images are automatically deleted. In the event of an incident relating to the safety of people and property, the images may be extracted from the system. They are then stored on another medium for the duration of the procedures relating to the incident.

Access to the images is strictly limited to persons authorized by ENGIE Vianeo. In the event of an incident, the images may also be viewed by law enforcement authorities.

8 – Data security

ENGIE Vianeo is committed to the security of your personal data. Consequently, ENGIE Vianeo implements appropriate technical and organizational measures to ensure a level of security appropriate to the risks, taking into account the state of knowledge, implementation costs, and the nature, scope, context, and purposes of the processing.

9 – Data transfer

Your personal data is stored within the European Union, either by ENGIE Vianeo or by its service providers. Certain data may be processed on an ad hoc basis by service providers based outside the European Union. In this regard, ENGIE Vianeo takes all necessary measures to protect the processing of your data through contractual clauses based on the European Commission model or any other mechanism provided for by the GDPR when the recipient country is not considered by the European Commission to provide an adequate level of protection. Further information can be obtained by contacting ENGIE Vianeo at the contact details provided in the “Your rights over your data” article below.

10 – Your data rights

You have the right to access, rectify, obtain additional information, erase, restrict, object to, and transfer your personal data from ENGIE Vianeo:

  • By email to: rgpd.vianeo@engie.com  
  • By post to: ENGIE Mobilités Electriques – Service Clients – 1 place Samuel de Champlain 92930 Paris la Défense cedex.

You also have the right to define general and specific guidelines defining how you want your data to be managed after your death.

If, after contacting ENGIE Vianeo, you feel that your rights regarding your personal data have not been respected, you also have the option of contacting a competent supervisory authority to lodge a complaint.

Management of cookies and other trackers

1 – What is a cookie?

When you visit our websites and applications, a cookie or tracker may be installed on your browser, subject to your choices.

A cookie is usually transmitted by a website’s server to your browser. It contains several pieces of data, including the name of the server that placed it there, a unique number identifier, the pages and tabs you clicked on, the type of browser you are using, and an expiration date. The cookies we use do not allow us to identify you directly, but they record information based on your use of our site (access to your account, browsing time, display language, etc.).

By continuing to read, you will be informed about the cookies and trackers that may be stored on your device, their purposes, and how to exercise your settings preferences when these are cookies that are not essential to the functioning of the Site or Application.

2 – What cookies are used?

Different types of cookies may be used by the Website or Application, and they serve different purposes. Some are strictly necessary for your use and therefore do not require your consent. However, non-essential cookies (e.g., advertising cookies, performance cookies, etc.) require your consent. Therefore, when you visit our site, a message informs you of the use of cookies (the “cookie banner”) and allows you to either express your preferences or accept or refuse them globally.

A. ESSENTIAL COOKIES

  • Strictly necessary cookies

Strictly necessary cookies enable you to use the main features of our Website or Application (e.g., accessing your account). Without these cookies, you would not be able to use our Website or Application normally. These are cookies that are stored and only concern the functioning and display of the Website and Application.

Cookies that are strictly necessary for use are not subject to consent.

B. NON-ESSENTIAL COOKIES

  • Advertising cookies

These cookies may be placed when you browse the Site, subject to your prior acceptance. Refusing these advertising cookies has no impact on the use of the Site. Refusing advertising cookies will not stop advertising on the Website, it will simply mean that the advertising will not be relevant to your interests.

  • Performance cookies

The Website and Application use cookies to count and differentiate visits and limit the number of simultaneous requests. These cookies enable us to compile statistics that we use to measure traffic and improve the usability of the Website and Application.

  • Functionality cookies

The Website and Application use functional cookies that enable them to retain information that changes the way the Website or Application behaves or is displayed, such as your preferred language.

You can view the list of cookies on our Site, as well as their categories, purposes, and durations, at any time. To do so, click on the “Cookie Settings” icon at the bottom left of your screen. Then select a cookie category and click on “Cookie Details” to access all the information.

C. TRACKERS WE USE ON OUR APPLICATION

The trackers used on the Application are listed in the “Cookie preferences” section of the Application menu. On this page, you can give or withdraw your consent, either globally or according to the purposes of the trackers.

ENGIE Vianeo uses essential trackers, which are necessary for the Application to function, and non-essential trackers.

Users can access the list of trackers placed by ENGIE Vianeo on the Application in “Cookie preferences” under “SDK list.”

3 – How do I configure cookies?

You can express your cookie preferences by configuring them on our Website or Application. For your information, you can also configure the cookies stored on your device from your browser.

A. SETTINGS FROM OUR WEBSITE

Non-essential cookies can be configured online directly on our Website. When you first access the Website, your browser will notify you that cookies may be stored on your device. This information will be visible in a banner. You will then be asked to either accept all cookies, refuse all cookies, or configure them according to your preferences.

You can configure or change your cookie preferences by clicking on the “Configure cookies” icon at the bottom left of the screen. This icon will remain at the bottom left of your screen throughout your browsing on the Site so that you can review your cookie preferences at any time.

Please note that if you refuse to accept cookies, a refusal cookie will be installed on your device. This refusal cookie is used to take your preference into account. If you delete all cookies stored on your device via your browser settings, including the refusal cookie, we will no longer know that you have chosen this option and may ask you again when you next browse the Site.

B. SETTINGS FROM OUR APPLICATION

Non-essential trackers can be configured directly from the Application. You can set or change your tracker preferences at any time by clicking on the “Cookie preferences” section in the Application menu.

C. SETTINGS FROM YOUR BROWSER

In general, please note that your cookie choices can also be made from your browser.

To find out how to manage your cookies and usage preferences, you can consult your browser’s help section.

Finally, for your complete information, the CNIL provides a practical guide to setting cookies at the following address: https: //www.cnil.fr/fr/cookies-les-outils-pour-les-maitriser.

Updates

ENGIE Vianeo may update this Privacy Policy relating to the protection of personal data and the management of cookies at any time. Consequently, Users are invited to refer to this Privacy Policy on a regular basis.