Privacy policy and cookies

Personal data protection

Table of contents

  1. Identity of the data controller
  2. Means of data collection
  3. Data processing purposes and legal basis
  4. Data minimisation
  5. Data retention period
  6. Data recipients and disclosure
  7. Data security
  8. Data transfer
  9. Your data rights

Preamble

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

1 – Identity of the data controller

ENGIE MOBILITES ELECTRIQUES (“the Company”, “we”, “us”, “our”, “ENGIE Vianeo”), a simplified joint stock company with a share capital of €54,880,000, registered in 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”, “personal data”). You will find our contact information in the “Your data rights” section below.

Consequently, the Company, acting in its capacity as data controller, ensures that its Users’ data is processed in compliance with the regulations governing the protection of personal data and undertakes to comply with the 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 the Company or its service providers when you subscribe to a service, as part of a contractual relationship, via “Cookies” connection cookies, or when you request information, for example via a contact form filled in from our websites or mobile application.
  • Indirectly, when we obtain your data from: Other ENGIE Group companies;

The categories of data collected indirectly are, in particular, identification and contact data, data on the ownership of an electric or plug-in hybrid vehicle and information relating to commercial prospecting of which the User is the subject. Please see the “Data minimisation” article below for more information on the categories of personal data collected.

3 – Data processing purposes and legal basis

As the case may be, the Company processes your data, in the context of its electric mobility activities, for the following purposes:

  • The sale of the charging service ;
  • Managing requests for information and/or contact (customer, press, etc.) ;
  • Sales management and marketing ;
  • General management and follow-up of customer relations;
  • Improving the customer experience;
  • Managing notices, claims and disputes ;
  • Optimising the operation of its websites and mobile application;
  • Statistical studies.

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

The Company 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 offers you), to ensure compliance with a legal obligation or as part of a contract.

The Company may process your data on the basis of its contractual obligations, to provide assistance to customers wishing to charge their vehicles, to take into account and process reports of incidents and/or accidents occurring on the facilities it operates, and to analyse assistance requirements for the purposes of continuous improvement. Alternatively, call recording can be used to train agents and monitor the quality of call center processing.

4 – Data minimisation

The Company 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 data;
  • Payment data (bank details [bank card number; cardholder’s name; expiry date and CVV number] are collected by our payment service provider. ENGIE Vianeo only has access to the following bank details: the last four digits and the expiry date of the card);
  • Vehicle identification data ;
  • Navigation data ;
  • Location data (station visited) ;
  • User preferences ;
  • Voice recording during a telephone call to our help desk, unless the person concerned objects.

The Company invites Users to minimise the data (confidential or personal) that they transmit when we offer you this possibility in the free comment areas or in attachments.

5 – Data retention period

The Company retains your data only for as long as is necessary for the purposes for which it was collected, within the limits of any applicable statute of limitations or legal obligations to retain commercial documents.

Data collected for the purpose of managing a contract is kept for the duration of the contractual relationship and for 5 years after its expiry.

Bank details collected in connection with the sale of the charging service are kept by our service provider for a period of 12 months from the date of payment. Bank details recorded to facilitate subsequent purchases are kept by our service provider until consent is withdrawn.

The data collected for the purpose of commercial prospecting are kept :

  • If you are a customer : Until the User withdraws consent or for the duration of the commercial relationship, then 3 years from the end of the relationship or the last contact from the User.
  • If you are not a customer : Until the User’s consent is withdrawn or for a period of 3 years from the date of collection by the Company or the last contact from the User.

Once the retention periods have expired, Users’ personal data will be deleted.

6 – Data recipients and disclosure

Processed data is only communicated to authorised recipients who have been identified for the purposes of processing. These recipients include service providers and data processors (e.g. card payment companies).

In certain cases (investigations by competent supervisory authorities, litigation, etc.) the Company may be required to communicate personal data to authorised third parties not directly involved in processing, for example:

  • To comply with a legal obligation;
  • To protect and defend your property rights;
  • To prevent harm on our websites and applications ;
  • To ensure the safety of Users of the websites and mobile applications or the public.

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

Consent may be withdrawn at any time by contacting the Company:

  • On the application: in “Settings”, “Communication preferences” section;
  • By clicking on the link “modify your communication preferences for ENGIE Vianeo commercial offers” available at the bottom of the Company’s communication emails;
  • By e-mail to rgpd.vianeo@engie.com.

7 – Data security

The Company is committed to the security of your personal data. Accordingly, the Company implements appropriate technical and organisational measures to ensure a level of security appropriate to the risks, taking into account the state of the art, the costs of implementation and the nature, scope, context and purposes of the processing.

8 – Data transfer

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

9 – Your data rights

You have a right of access, rectification, additional information, deletion, limitation, opposition and portability of your personal data, with the Company:

  • By e-mail 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 directives defining how you wish your data to be managed after your death.

If, after contacting the Company, you feel that your rights with regard to your personal data have not been respected, you also have the option of lodging a complaint with the competent supervisory authority, the Commission Nationale Informatique et Libertés (CNIL).

Management of cookies and other trackers

Table of contents

  1. What is a cookie?
  2. What cookies are present?
  3. How do I configure cookies?

1 – What is a cookie?

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

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

By continuing your reading, you will be informed of the cookies and trackers that are likely to be deposited on your terminal, of their purposes as well as on how to exercise your parameterisation preferences when these are cookies that are not essential to the functioning of the Site or the Application.

For more information on cookies, visit the CNIL website.

2 – What cookies are present?

The Site or Application may use different types of cookies for different purposes. Some are strictly necessary for your use, and therefore do not require your consent. On the other hand, non-essential cookies (e.g. advertising cookies, performance cookies, etc.) require your consent. Thus, when you visit our site, a message informs you of the use of cookies (the “cookies banner”) and allows you to express your preferences, or to accept or reject them globally.

A. ESSENTIAL COOKIES

  • Strictly necessary cookies

Strictly necessary cookies enable you to use the main functions of our Site or Application (e.g. access to your account). Without these cookies, you would not be able to use our Site or Application normally. These cookies are deposited for the sole purpose of operating and displaying the Site and Application.
“Strictly necessary cookies” are not subject to consent.

B. NON-ESSENTIAL COOKIES

  • Advertising cookies

These cookies may be deposited when you browse the Site, subject to your prior acceptance. The refusal of these advertising cookies has no impact on the use of the Site. Refusing to accept advertising cookies will not stop advertising on the Site; it will simply be unrelated to your areas of interest.

  • Performance cookies

The Site and Application use cookies to count and differentiate visits and to limit the number of simultaneous requests. These cookies enable us to compile statistics which we use to measure visitor numbers and improve the ergonomics of the Site and Application.

  • Functionality cookies

The Site and Application use so-called functional cookies, which enable them to retain information that modifies the way the Site or Application behaves or is displayed, such as your preferred language.

At any time, you can consult the list of cookies present on our site, as well as their categories, purposes and durations. To do so, click on the “Set cookies” 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 USED IN OUR APPLICATION

The cookies present on the Application are indicated 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 purpose of the trackers.
The Company uses essential trackers necessary for the functioning of the Application and non-essential trackers.
The User can access the list of trackers deposited by the Company on the Application in “Cookie Preferences” in the “SDK list” section.

3 – How do I configure cookies?

You can express your preferences with regard to cookies by configuring them on our Site or Application. For your information, you can also set the parameters of the cookies deposited on your terminal from your browser.

A. SETTINGS FROM OUR WEBSITE

Non-essential cookies can be set online directly on our Site. When you access the Company’s Site for the first time, your browser will inform you that cookies may be stored on your terminal. This information will be displayed in a banner. You will then be asked either to accept cookies in their entirety, or to refuse them in their entirety, or to configure them according to your preferences.

You can set or reset your cookie preferences by clicking on the “Set cookies” icon at the bottom left of the screen. This icon will remain in the bottom left-hand corner of your screen throughout your browsing on the Site, so that you can change your cookie preferences at any time.

We would like to draw your attention to the fact that if you object to the installation of any cookie, a refusal cookie will be installed on your terminal. This refusal cookie will ensure that your request is taken into account. If you delete all the cookies stored on your terminal via your browser settings, including the refusal cookie, we will no longer know that you have chosen such an option and we may ask you for information when you subsequently browse the Site.

B. SETTINGS FROM OUR APPLICATION

Non-essential cookies can be set directly from the Application. You can set or modify your cookie preferences at any time by clicking on “Cookie preferences” in the Application menu.

B. SETTINGS FROM YOUR BROWSER

In general, your choices regarding cookies can also be made via your browser.

To find out how to manage your cookies and usage preferences, please consult your browser help.

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

The Company may at any time update the present Privacy Policy relating to the protection of personal data and the management of cookies. Consequently, the User is invited to refer to this Privacy Policy on a regular basis.

Last updated May 2025.