Hilo app privacy policy

LAST UPDATED: MAY 28, 2025

PREVIOUS VERSION: JANUARY 8, 2020

What does this policy cover?

This privacy policy (the “Policy”) applies to personal information that is collected, used or disclosed by Hydro-Québec or on behalf of Hydro-Québec (hereinafter “we,” “our”) in connection with the installation, use and activation of the features of the Hilo mobile app (the “App”) provided by our subsidiary Services Hilo Inc. (hereinafter our “Subsidiary”).

However, this Policy does not apply to personal information that may be collected by providers of other mobile apps that you may use, if any, in particular by integrating them with the App. The personal information you provide to the mobile app store operator when downloading the App is also excluded from this Policy. Hilo does not assume any responsibility for ensuring your personal information is protected by these third parties, and it is therefore your responsibility to do so.

By using the App, you consent to the processing of your personal information in accordance with the practices described in this Policy, including those set out in the document Our Commitment to Your Privacy, which forms part of this Policy.

You can delete the app if you do not want to have your personal information collected and processed according to these practices. In that case, you cannot use the Hilo service, namely all our smart home services. You have no obligation to provide personal information to use the App, but if you refuse to disclose such information, you will not be able to use the App’s features.

What personal information is collected and how?

“Personal Information” means any information about an individual that allows them to be identified. Below you will find all the personal information that may be collected in connection with the use of the App. This information may be collected by our Subsidiary on our behalf or in our name to enable use of the App.

App installation

During App installation, certain data concerning your mobile device is collected, including but not limited to the name and type of peripheral, IMEI number and MAC address.

App log-in and use

Certain information is gathered when you log into the App, in particular your geolocation data and your log-in and log-off times.

Information about you is also collected when you use the App, in particular the content you view, the functions you use and the frequency of use. The App also leverages data we have that tells us about your energy consumption, including your electricity consumption, the electricity rates associated with your service contract, and the location, compatibility and number of your meter.

Creating your profile

The personal information that can be collected when you create your user profile is your first name, last name, email address, unique identifier, address and telephone number.

Configuring your home

When you configure your home in the App, information may be collected on your home’s spaces and occupants. If you choose to configure energy consumption habits for the members of your household, be sure to include only information that concerns them and for which they have given their consent.

Configuring your thermostats

When you configure your thermostats in the App, information is collected on your heating consumption, specifically the temperature settings and run times. Only compatible thermostats can be configured, particularly those supplied by our Subsidiary or other thermostats supported by the App. When you have an account with one of the vendors of these thermostats and you log into it using the App, the vendor sends us an authentication token that allows us to send instructions and receive data via telemetry.

Configuring yoursmart devices

When you configure your smart devices in the App, information is collected on the connected devices you use.

Configuring your voice assistants

The App allows you to use the voice assistant of Google LLC (hereinafter “Google”) and that of Amazon.ca and its affiliates (collectively, “Amazon”). If you have a Google or Amazon account, this feature allows you to interact with connected devices (hereinafter “Devices”), including those provided by our Subsidiary, such as the Hilo smart hub, thermostats, dimmers, wall switches, light bulbs, outlets and weather stations, using specific vocal actions that can be configured from the App (hereinafter “Vocal Actions").

When you configure Vocal Actions, Google or Amazon (as applicable) collects your email and password to authenticate you and allow you to access them. Once the Vocal Actions have been configured, you can give a command or ask questions to the voice assistant connected to your Devices (hereinafter “Interactions”). Google or Amazon then collects the number of the authentication token, the Interactions, and their date and time. Your Interactions are then converted by Google or Amazon (as applicable) and the authentication token used to identify you is sent to the App. Once you are identified, the App will send Google or Amazon (as applicable) the information you requested so you can control your Devices.

When your Devices are connected to the voice assistants, Google and Amazon can collect information about you and those devices. The retention and use of data collected by Google and Amazon are governed respectively by Google’s Terms of Use and Privacy Policy (in the case of Google’s voice assistant), and Alexa and Alexa Device Terms and Conditions (in the case of Amazon’s voice assistant), including the Amazon.ca Privacy Statement. We recommend you read and agree to these documents before configuring and using Vocal Actions.

Why do we use your personal information?

In accordance with Our Commitment to Your Privacy, Hydro-Québec will collect only the personal information it needs for specific purposes. In the case of the App, your personal information may be used for the purposes described below.

Secure access

Your email address and unique identification code are used to authenticate you when logging in securely to the App.

Energy consumption management

Based on personal information about your energy consumption, we can propose the installation of additional smart devices and provide personalized tips to help you manage your energy consumption and reduce your power demand remotely by taking up our Hilo challenges.

Smart devices

The App enables you to integrate the other smart devices you use. When you use these smart devices, provided by our partners but supported by the App, our partners collect your IP address, the geolocation data for your home and related telemetry data. Hilo invites you to read and agree to the terms of use for these connected devices before using them in the App. You can disconnect your devices in the App settings.

Vocal Actions

When you use Vocal Actions, your personal information, including your Interactions, is collected to authenticate you, enable you to control your Compatible Devices and enhance and modify the Vocal Actions. Information transmitted to Google or Amazon (as applicable) via Vocal Actions enables you to change the settings on your Devices, and their use by Google or Amazon (as applicable) is governed by the applicable Google and Amazon policies described in the section What personal information is collected and how? We recommend you read and agree to these documents before configuring and using Vocal Actions.

Notifications

Your email address and telephone number are used to send you alerts and notifications related to your use of the App, activate certain features and inform you about upcoming Hilo challenges involving the automatic adjustment of your thermostats’ temperature settings. Your postal code is used to send you personalized notifications regarding weather forecasts. You can disable this function in the App’s settings. However, we may continue to send you notifications and alerts to inform you of available upgrades or critical technical issues related to the App.

Customer support

The information that you provide to Hilo through the App and by other means is used to respond to any requests or comments you may have. Our Subsidiary may contact you by email or telephone.

Audits

The personal information collected may be used to verify your use of the App and to determine that such use is in accordance with your licence.

Who do we share your personal information with?

Our Subsidiary hires suppliers to provide customer services and operate the App, in particular to manage user authentication and for cloud data hosting. Your personal information may be shared with these suppliers for these purposes.

Except where authorized by law or a court order, no personal information identifying you will be disclosed to third parties without your consent.

For more information on our privacy disclosure practices, please read Our Commitment to Your Privacy.

Is your personal information sent outside Québec?

Your personal information is stored in secure systems hosted on servers that may be located outside Québec, most often elsewhere in Canada or in the United States. In that case, we may require those providers to enter into confidentiality and privacy agreements to provide proper protection.

How do we protect the confidentiality and security of your personal information?

We use secure encryption protocols. All navigation data is therefore protected by effective cryptographic means that guarantee the confidentiality of your information. We have also adopted other technological, physical and organizational security measures, as outlined in Our Commitment to Your Privacy.

Access and retention

Your information can be accessed only by employees who require it to carry out their duties. For more information on who can access your personal information and how long it is kept, please read Our Commitment to Your Privacy.

Exercising your rights

You have the right to access your personal information. Only you may exercise this right, unless you consent to your personal information being disclosed to a third party. In addition, if you believe that we have inaccurate, incomplete or ambiguous personal information about you, or if you believe that we have collected, used, disclosed or retained it in contravention of the Act respecting Access to documents held by public bodies and the Protection of personal information, you have the right to request that the information be corrected or that its unlawful collection, use, disclosure or retention cease.

In the event you no longer wish to use the App, you may request that your personal information be deleted, in accordance with our retention rules, as described in Our Commitment to Your Privacy.

However, there are certain grounds in the act that limit the exercise of those rights. If necessary, we will let you know.

If you send us a request to that effect, we could require that you identify yourself and provide us with proof of identity to ensure that the request actually comes from you.

At any time, you may submit your request for access, correction or deletion, in writing, to one of Hydro-Québec’s access to documents and privacy officers, as indicated in the “Contact Us” section.

Updates to the policy

This Policy may be amended from time to time, including following the publication of a Notice of Amendment. The “last updated” date is the date of the last amendment. You should therefore review the Notice of Amendment to this Policy to be aware of the changes in its most recent version. If after a period of fifteen (15) days following the publication of the Notice of Amendment or within the period specified in the notice, you continue to use the App and its features, it will be understood that you agree to the changes made to the Policy.

Contact us

If you would like to update your information or have questions about the App or our smart home service, please contact Hilo customer service at 438 289-4456 (HILO) or 1 844 500-4456 (toll-free).

Please feel free to contact us if you have any comments, complaints or requests for information regarding either your personal information or this Policy, or the exercise of your access or rectification rights. To do this, you can contact one of our document access and privacy officers: