Your Data,
Handled
With Care

To provide you with accurate insights and a better energy experience, Sense collects a few different types of data:

• Energy data: Detailed information like voltage and wattage that helps us understand how electricity is used in your home
• Service data: Location data to set your time zone, plus anything you choose to share about your home—like its size, type, or when it was built so we can provide better insights
• Personal information: Things like your name, email address, and phone number so we can keep your account secure and stay in touch
• Website data: Cookies to help us understand how you use our site—so we can make it more helpful for you

We only collect data if it has a specific purpose to make your experience better.

When you set up your Sense account, we collect your name, phone number, and email—so we can personalize your experience and keep you connected. We use location data to set your time zone and enhance how Sense works in your home, like aligning insights with weather patterns.

To give you the most accurate energy insights, we also gather details about your home, appliances, and connected smart devices. We monitor app usage to improve your experience and track crashes or errors to make sure everything runs smoothly.

Because Sense is offered through your smart meter we also ask for your utility provider and account details. That way, we can link your Sense account directly to your meter—helping you get real-time energy insights that work seamlessly with your utility.

Sense gathers high-resolution energy consumption data from your smart meter, capturing detailed information about your home’s electrical usage patterns. This includes overall energy consumption and the operational characteristics of individual devices. Detailed device consumption data is generated by the Sense service.

Specifically, this includes: device data (e.g. a refrigerator) describing the type of device generating wattage and device usage information inclusive of wattage and voltage data. This data is then used to generate and deliver visual data representations to you describing your electricity usage within your Sense Home app.

Sense technologies automatically analyze the energy signatures of different devices to identify and monitor specific appliances in your home. Over time, it learns to recognize the unique patterns of many, though not all, appliances, allowing you to see when they are in use. Sense staff do not interact with your personal data unless required to do so to deliver the services you request. If you engage Sense’s support team to troubleshoot an issue accessing certain data may be required, however, we will always ask for your explicit consent to access data identifiable to your home prior to doing so. Staff may interact with anonymized data in order to identify and make improvements to the services.

Your energy data is utilized to provide you with personalized insights into your consumption habits, helping you make informed decisions to improve energy efficiency and reduce costs. Additionally, anonymized aggregated data may be used to enhance grid management and planning for your utility, to help create a safer and more reliable electric grid for you and your neighbors. We may also share information showing the linkage of grid events to your home, such as if there is arcing on the service feed into your home. Sense also uses your anonymized data to make improvements to the service.

Sense does not sell your personal data. Your information is used to deliver and improve the services offered, and any sharing of data with third parties is done only with your explicit consent.

Sense only provides data to your utility company subject to your utility’s privacy policy and terms of service and applicable laws and regulations. The services provided by Sense to utilities aim to enhance grid reliability. Sense works closely with utilities to ensure that any sharing is done with your consent, and strong security and privacy practices in mind.

Sense does not share your personal data with third parties for advertising purposes. For research or other purposes, anonymized data may be shared only after obtaining your explicit consent, ensuring you have control over how your information is used.

We may automatically collect information on our Website using “cookies.” Cookies are small data files stored on your hard drive by a website. Among other things, cookies help us improve our Services and your experience. We may also use cookies to gauge site usage, conduct research and diagnostics to improve the content we provide you, our products and services, to help us analyze general web traffic, and to improve our campaign effectiveness.

You can choose what Sense collects and shares as follows:

• You may opt out of receiving promotional emails from us by following the instructions in those emails. If you opt out, we may still send you non-promotional emails, such as emails about your accounts or our ongoing business relations. You may also send requests about your contact preferences and changes to your information including requests to opt-out of sharing your personal information with third parties by emailing privacy@sense.com.
• You can use the cookie settings available on our website and if supported by your browser, configure it to remove and/or reject cookies. You can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features relating to our Services. You can opt-out of the collection and use of information for ad targeting by visiting the NAI website opt-out page here: https://www.networkadvertising.org/choices/ or the DAA opt-out page here: https://www.aboutads.info/.
• Your browser may offer you a “Do Not Track” option or have extensions or add-ons that prevent tracking, which allows you to signal to operators of websites and web applications and services (including behavioral advertising services) that you do not want such operators to track certain of your online activities over time and/or across different websites. Like many websites, we do not support Do Not Track requests.
• To invoke any privacy rights (e.g. right to know, right to delete, etc.) you can email us at privacy@sense.com and make use of functionality within the Sense service.

We’ve designed our platform to gather only what’s necessary to provide the service you’ve chosen. If you ever decide to discontinue our services, you can delete your information at any time using functionality within the Sense service.

You can access our Privacy Policy on our website at sense.com/privacy. This document details the data we collect, how we use it, and your rights regarding your information.

Personally identifiable information, or PII, refers to any data that can identify you directly or indirectly. We collect such information to enhance your experience with our services. PII we collect includes name, email address, location, smart meter ID, phone number, IP address, as well as other identifiers such as user name and uniquely generated identifiers associated with devices in your household.

Access to your energy data is tightly controlled and restricted to essential personnel who require it to perform their job responsibilities. Support staff may access pertinent information only with your explicit permission to assist with troubleshooting. You have full control over the information you choose to share with them. However, there may be circumstances where Sense must access the infrastructure transmitting, storing or processing your data or certain data such as during incident response due to an infrastructure issue or to appropriately manage a security or privacy incident. In the case of a security or privacy incident Sense incident response procedures are aligned to best practice and applicable laws and regulations to help effectively manage and communicate any incidents.

Yes, you have the right to access your personal information. If you wish to view or download the data we collect, please contact us at privacy@sense.com, and we’ll be happy to assist you.

Yes, we comply with applicable data privacy regulations of the markets in which we work, including the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). We process your personal data lawfully, fairly, and transparently, ensuring your rights are respected.

It is possible to opt-out of providing some information, including information provided by interacting with our website or through activities such as submitting contact information to attend webinars. However, opting out of data collection for the services requires discontinuing use of Sense services. You can choose what Sense collects and shares as follows:

• You may opt out of receiving promotional emails from us by following the instructions in those emails. If you opt out, we may still send you non-promotional emails, such as emails about your accounts or our ongoing business relations. You may also send requests about your contact preferences and changes to your information including requests to opt-out of sharing your personal information with third parties by emailing privacy@sense.com.
• You can use the cookie settings available on our website and if supported by your browser, configure it to remove and/or reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features relating to our Services. You can opt-out of the collection and use of information for ad targeting by visiting the NAI website opt-out page here: https://www.networkadvertising.org/choices/ or the DAA opt-out page here: https://www.aboutads.info/.
• Your browser may offer you a “Do Not Track” option or have extensions or add-ons that prevent tracking, which allows you to signal to operators of websites and web applications and services (including behavioral advertising services) that you do not want such operators to track certain of your online activities over time and/or across different websites. Like many websites, we do not support Do Not Track requests.
• You can delete your information within the service as outlined in this article.

Yes, our security and privacy team is committed to continually incorporating sound security and privacy practices into Sense technologies and operations. The team actively participates in product design from the beginning to ensure that data privacy and security practices are baked in from the start. We understand the importance of protecting our users’ data and maintaining their trust, and our dedicated personnel work diligently to ensure these principles are upheld throughout our organization.

We implement robust security measures to safeguard your data against unauthorized access, misuse, or loss. Our systems are designed with multiple layers of protection to ensure your information remains confidential and secure. On an annual basis Sense is audited by an accredited third party against SOC 2 security, confidentiality and availability criteria and receives a Type II attestation report. In addition Sense regularly undergoes security testing performed by an accredited third party in addition to ongoing internal security testing.

Yes, all data transmitted between your smart meter and Sense is encrypted. This ensures that your energy usage information is securely communicated, preventing unauthorized interception or access.

We employ advanced cybersecurity protocols, including encryption, continuous monitoring, and regular security audits. Our dedicated security team proactively identifies and addresses potential vulnerabilities to maintain the highest standards of data protection. Sense Staff also build a culture of security and privacy, embedding it in day-to-day operations.

Yes, your login credentials and account information are securely stored using industry-standard encryption and security practices. We ensure that only authorized personnel have access, and even then, only when necessary to assist you. Information in transit to Sense’s infrastructure leverages TLS 1.2+ and data at rest is encrypted via AES-256. To help protect your account and use of the services Sense highly encourages the use of two-factor authentication.

Yes, we support and encourage the use of two-factor authentication (TFA) for your Sense account. Enabling this extra layer of security significantly reduces the risk of unauthorized access. You can enable TFA in the settings area of your app.

In the unlikely event of a security breach, we have incident response plans aligned with industry standards and applicable laws and regulations. We will promptly notify affected users through appropriate channels and provide guidance on protective measures.

If you believe your account has been compromised, please contact our support team immediately via our support contact page. We will assist you in securing your account and investigating any suspicious activity.

Sense values the privacy of our users, which first and foremost includes the data that Sense stores (you can read about what data we keep, and what we do with it, in our privacy policy). We are committed to the security of this data, as well as working with our community to verify, reproduce, and respond to reported vulnerabilities. We encourage the community to participate in our responsible reporting process. You can report vulnerabilities or concerns to vulnerability@sense.com

Responsible Disclosure Guidelines

We will investigate legitimate reports and make every effort to quickly correct any vulnerability. To encourage responsible reporting, we commit that we will not take legal action against you or ask law enforcement to investigate you if you comply with the following Responsible Disclosure Guidelines:

• Provide details of the vulnerability, including information needed to reproduce and validate the vulnerability and a Proof of Concept (POC)
• Make a good faith effort to avoid privacy violations, destruction of data and interruption or degradation of our services
• Do not modify or access data that does not belong to you
• Give us a reasonable time to correct the issue before making any information public
• We will attempt to respond to your report within 1-2 business days.

Utilities do not get access to all of your data by default, however, Utilities may enable services provided by Sense to the Utility at their discretion which would be subject to the terms in place between you and the Utility. The data that is shared is limited to only address specific use cases that help to enhance energy services and grid reliability. This data may include categorical usage data such as the total amount of usage related to cooling a household, or data indicating that a particular household has high aggregate usage.

The services Sense provides to Utilities are intended to be used to enhance energy services and improve grid reliability. Allowed use cases are outlined in your utility’s privacy policy.

Sense develops the technology that powers how energy data is collected and used within the Sense service. While utilities partner with us to shape features that support specific use cases, they don’t control how your data is gathered or managed. That’s up to Sense—and always guided by a commitment to transparency and your privacy.

Sense only provides data to your utility company subject to your utility’s privacy policy and terms of service and applicable laws and regulations. The services provided by Sense to utilities aim to enhance grid reliability. Sense works closely with utilities to ensure that any sharing is done with your consent, and strong security and privacy practices in mind.

Your utility can not control your home’s electric usage using the Sense app. Some Sense features may include options for in-home control, for instance, if you want to manage smart plugs or want to charge your EV when electricity is cheapest. If those features are available—and you choose to opt in—we’ll work with you to enable that functionality.

Sense works closely with Utilities to make functionality available that deletes your data when appropriate, including when you move.  If at any time you wish to delete your data from the Sense service you can do so as outlined in this article.

If your new utility works with Sense, then yes. Please refer to this article to determine whether your home is eligible to use Sense.

Sense does not control your smart meter. Sense is a service provider that Utilities permit to run on the smart meters that they use.

Data can be updated as follows:

• You may opt out of receiving promotional emails from us by following the instructions in those emails. If you opt out, we may still send you non-promotional emails, such as emails about your accounts or our ongoing business relations. You may also send requests about your contact preferences and changes to your information including requests to opt-out of sharing your personal information with third parties by emailing privacy@sense.com.
• You can use the cookie settings available on our website and if supported by your browser, configure it to remove and/or reject cookies. You can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features relating to our Services. You can opt-out of the collection and use of information for ad targeting by visiting the NAI website opt-out page here: https://www.networkadvertising.org/choices/ or the DAA opt-out page here: https://www.aboutads.info/.
• Your browser may offer you a “Do Not Track” option or have extensions or add-ons that prevent tracking, which allows you to signal to operators of websites and web applications and services (including behavioral advertising services) that you do not want such operators to track certain of your online activities over time and/or across different websites. Like many websites, we do not support Do Not Track requests.
• To invoke any privacy rights (e.g. right to know, right to delete, etc.) you can email us at privacy@sense.com and delete your information within the service as outlined in this article.

There are scenarios where you may omit providing certain information that isn’t collected by default such as information on your “My Home” tab within your Settings. Outside of these scenarios, Sense does not support opting out of specific subsets of service data as the service is designed to be consistent and uniform to help ensure that it is delivered consistently and with quality. As such, if you wish to opt out of certain data sets within the service you may need to opt out of the service entirely.

Depending on your jurisdiction, you may have rights such as:

• Right to Access: View the personal information we hold about you.
• Right to Correct: Request corrections to any inaccurate data.
• Right to Delete: Ask for your personal information to be deleted, subject to certain exceptions.
• Right to Data Portability: Obtain your data in a portable format.
• Right to Opt-Out: Choose not to have your data sold or used for targeted advertising.

For detailed information, please refer to our Privacy Policy.

You can exercise your data rights by contacting us at privacy@sense.com and using the reset functionality within the Sense service in the “Account” settings. We may need to verify your identity to process your request securely.

If you discontinue using Sense, you can request the deletion of your data by contacting us at privacy@sense.com and by using  the reset functionality within the Sense service in the “Account” settings. Sense works closely with utilities and meter makers to account for move in and out scenarios such that those scenarios trigger a technical deletion of your personal information.

If you relocate, you will need to recreate your Sense account after going through the reset process and go through the account creation process again to associate your account with a new meter.

For any privacy-related inquiries or concerns, please reach out to us at privacy@sense.com. We’re here to assist you and address any questions you may have.

Sense stores your data on infrastructure located in the United States

Sense employs staff in Canada, Costa Rica, India, the United Kingdom and the United States. Only a limited number of staff are able to access your data in order to perform their job responsibilities and Sense employees will only ever access your data with your explicit consent in order to deliver the service you desire and ask of Sense.