Terms and Conditions of the Portal

1. General Terms and Conditions

1.1. The Portal elektrum.lv (hereinafter – the Portal) is Latvenergo AS customer service website, where all existing information is available to registered users of the Portal. A part of the Portal information is available to any internet user, but only registered users of the Portal can conclude new contracts, settle payments for received services, view and change their data and use other options.

1.2. The Terms and Conditions of the Portal determine creation of user account and additional users, procedures for registration and authorization, as well as the basis for responsibility for failure to comply with these Terms and Conditions and other rules that are binding to users of the Portal.

1.3. Latvenergo AS reserves all rights to make amendments to the Terms and Conditions of the Portal, publishing them in the following Internet address: https://www.elektrum.lv/en/terms-and-conditions-of-the-portal/. The Portal users shall become acquainted and comply with these Terms and Conditions.

2. How to become a registered user of the Portal?

2.1. Customer becomes a registered user of the Portal by creating a new user account and receiving a username and password. Customer creates an account himself/herself by clicking the link Register on the Portal and completing the information required for creating a user account.

2.2. Upon creating a user account, also the principal user of the user account is created, which is the same person who completed the registration form. In the sub-section Users of the section Customer information, the principal user can also add additional users to the account, who have access rights to information of customer contracts and payments, but without rights to conclude new contracts and add other additional users.

2.3. Customer can also request creation of user account at any Customer Service Centre by presenting an identity document. In this case employee of the Customer Service Centre completes the user account registration form for the customer, but the user account is not activated yet. The user account can be activated only by the user himself/herself; therefore, an e-mail message with an activation link is sent to the indicated e-mail address to finalize the registration process and activate the user account.

2.4. Customer can connect to the Portal by authenticating through online banking. To connect to the Portal, clicking on the corresponding online banking link is required, then entering the online banking user data. For the customer to be authenticated and recognized successfully, an electricity supply contract shall be concluded with Latvenergo AS.  

2.5. The user can also connect to the Portal through online banking homepages – in the section e-services – Latvenergo.

3. Registration on the Portal

3.1. Registration on the Portal can be completed by clicking on the link Register, where the customer has to complete a registration form. Registration can be completed only after the customer has become acquainted with the Terms and Conditions of the Portal and approved them.

3.2. If the data provided in the customer registration form corresponds to the data available in the customer database of Latvenergo AS, a user account is created and an e-mail message with an activation link is sent to the customer’s e-mail address indicated in the registration form. By clicking on the activation link, a Portal window opens, where the password has to be entered, which will be used for authorization on the Portal.

3.3. If the data provided in the registration form does not correspond to the data available in the customer database of Latvenergo AS, customer registration is rejected. In this case customer must contact Latvenergo AS customer service employees by calling 8400 or visiting any Customer Service Centre to specify the customer data. Repeated registration on the Portal is possible only after specification or correction of  customer data in the customer database of Latvenergo AS.

4. Processing of personal data, truthfulness of data and basis of responsibility

4.1. The controller of personal data is Latvenergo AS, registration No.40003032949, registered address: Pulkveza Brieza Street 12, Riga, LV-1230.

4.2. By agreeing to the Terms and Conditions of the Portal at the step of signing up for a user account, the customer has been informed and aware that Latvenergo AS will process the personal data submitted for registration and authentication of the customer, creating a user account for further provision of services and customer service at the Portal and ensuring the fulfilment of mutual liabilities in line with the requirements of regulatory enactments for processing and protection of such data. Additional information on processing of persona data is provided in the Principles of Customer Personal Data Processing, which are available on the Portal website www.elektrum.lv/dati or are sent upon request in a printed format to the address specified in the request.

4.3. The Portal User, who registers on the Portal, confirms that the submitted data, incl. personal data, are true and there is a legal basis for their processing, otherwise the Portal User shall assume responsibility for using personal data of another person and it may be held liable according to the procedures specified in regulatory enactments, and claims can be filed against this person concerning any damage incurred as a result of such illegal conduct.

4.4. By transferring personal data to Latvenergo AS, the Portal User shall assume responsibility for providing a legal basis for the processing of personal data of the data subject, if these are not personal data of the Portal User.  

4.5. In order to achieve the purposes of processing of personal data, the Controller will process personal data of the Portal User during the entire period of use of the Portal or, if wrongful actions or actions, which may help the Controller or third parties to protect their legal interests are detected during the use of the Portal, then respective personal data may be kept until the legitimate interests are ensured. The period of storage of the personal data, which the Controller processes for other purposes, for example, within the scope of a concluded contract, are defined in the Principles of Customer Personal Data Processing, which are available on https://www.elektrum.lv/en/for-home/princioles-of-customer-personal-data-processing/

4.6. The Portal User shall be entitled to exercise its rights in accordance with the rights of a data subject defined in regulatory enactments on protection of personal data, including access its own personal data, rectify or erase them on the Portal, as well as request that the Controller takes these actions or restricts processing, if the need for processing of the personal data ceases to exist, object processing and exercise the right for portability of data by sending a written request in accordance with the Procedure of submission of a request regarding personal data.

4.7. The Portal User has been informed that the processing of personal data of the Portal User is required for authentication, service of the Portal Unser and use of Portal services, therefore restriction of processing of personal data and/or erasure of personal data or objection to processing of personal data may make the use of the Portal impossible.

4.8. If the Portal User believes that there has been a violation of protection of personal data, the Portal User shall be entitled to file claim to the Controller. If no agreement has been reached through negotiations, the Portal User is entitled to submit a complaint to the Data State Inspectorate.

4.9. Along with these Terms and Conditions Terms and Conditions of the Portal, the Controller processes personal data for other purposes in accordance with the Principles of Customer Personal Data Processing, which are available on www.elektrum.lv/dati.

 

4.10. Latvenergo AS shall be entitled to terminate Portal User’s access to the Portal immediately, if violations of these Terms and Conditions and requirements of regulatory enactments are detected.

5. Creation of username and password

5.1. The e-mail address provided in the customer registration form will be registered as the username. Each time, when the customer will authorize on the Portal, the e-mail address has to be entered in the field Username.

5.2. The minimum number of symbols in the password – eight symbols. It is recommended to create the password by using capital and small letters, digits and symbols. It is not recommended to use personal data of the customer, dictionary entries etc. in the password.

5.3. It is recommended to change the password regularly (at least once every three months) by clicking the link Change password in the section Your profile.

6. What to do, if the password is forgotten?

6.1. If the password is forgotten, the customer can send a request to recover it. By clicking the link Forgot password on the Home page of the Portal, a new window will open, where the customer username has to be entered, which corresponds to the customer's authorization e-mail address. After receiving a request, a new user password will be sent to the e-mail address of the customer. 

7. Account blocking/unblocking

7.1. The user account on the Portal will be blocked automatically, if the sent registration link is not activated and the password of the user account is not created within 24 hours after registration of user account.

7.2. In order to unblock the account, the customer shall click on the link Forgot password on the Home page of the Portal and send a request for assigning a new password.

8. Deletion of user account

8.1. The user account can be deleted by Latvenergo customer service employee upon the customer request, by calling customer service phone number or visiting Customer Service Centre.

8.2. The principal user of the user account can delete additional users of the user account in the sub-section Users of the section Customer information.

8.3. The portal user’s account (the main user or an additional user) will be deleted automatically if it has not been used for more than 24 months.

9. Safety requirements while using the customer Portal

9.1. Secure data exchange between the customer computer and the Portal is ensured by SSL (Secure Sockets Layer) data exchange protocol.

9.2. When starting the use of the Portal, it is recommended to always verify, whether this connection is correct. This is confirmed by a lock, which is displayed in the browser window and the combination of letters https at the beginning of the Portal address – https://www.elektrum.lv.

9.3. To open the security certificate verification window, user can click on the key icon. The customer shall verify, whether a correct address (Issued to www.elektrum.lv) and certificate issuer company (Issued by Daddy Secure Certificate Authority – G2) is indicated in the certificate and whether the term of validity of certificate (Valid to) has not expired.

9.4. The customer should verify that the certificate issuance chain (Certification Path) is composed of the following sequential parts:

9.4.1. Go Daddy Class 2 Certification Authority;

9.4.2. Go Daddy Root Certification Authority – G2;

9.4.3. Go Daddy Secure Certificate Authority – G2;

9.4.4. www.elektrum.lv.

10. Requirements for computer protection

10.1. In addition to secure data exchange guaranteed by SSL protocol, we recommend that customers manage the condition of their computer on regular basis: 

10.1.1.  accepting requests for regular updates of antivirus programs and operating systems;

10.1.2.  installing a firewall – a program, which controls data flow between the customer computer and computer network; 

10.1.3.  checking the computer on existence of various unwanted programs. 

10.2. In order to ensure, that there are no any potentially hazardous programs on the computer, we recommend using free online antivirus verification methods, for example: 

  • www.antivirus.com (product HouseCall); 
  • www.eset.com (product ESET Online Scanner). 

10.3. In order to be able to fully use the options offered by the Portal, we recommend using the following browsers:

  • Google Chrome 35 and the latest version;
  • Mozilla Firefox 30 and the latest version;
  • MacOS v8 Safari 5 and the latest version;
  • Internet Explorer 10 and the latest version;
  • Basic functionality is ensured for Windows Safari; 
  • Basic functionality is ensured for Internet Explorer 8 - 9 version; 
  • Android Browser (starting from “Jelly Bean” version or later) - for all devices equipped with Android operating system;
  • Safari (starting from iOS 7 version or later) - for all Apple devices, which are equipped with iOS operating system;
  • Internet Explorer Mobile (starting from 10.0 version or later) - for all devices equipped with Windows operating system.

11. Copyright 

11.1. The Portal www.elektrum.lv is a property of Latvenergo AS. All creative developments published on the Portal www.elektrum.lv, including design, texts and software code, are property and subject of copyright of Latvenergo AS, and are protected pursuant to the procedures determined in legislation of the Republic of Latvia.

11.2. In case of violation of the Portal copyright, the user can be held liable pursuant to the procedures determined in legislation of the Republic of Latvia. 

11.3. Republishing or using of materials, images and information published on www.elektrum.lv for commercial purposes is forbidden.

11.4. If you want to use the information published on www.elektrum.lv, please, contact us via e-mail: klientu.serviss@elektrum.lv.