How we use Artificial Intelligence (AI)

We are committed to the responsible development and use of AI. It supports customer service features, helping to make interactions faster and more efficient. This AI notice provides an overview of how these AI-powered services work, how your data may be used, and how that data is managed and controlled. Your data is processed and protected through appropriate safeguards in line with our wider Privacy Policies. 

1. How AI is used

AI is used in specific parts of customer support services, including chatbots and automated phone systems, to assist with:

  • Billing enquiries
  • Frequently asked questions (FAQs)
  • Prepayment services
  • Answering questions and helping manage your account 

2. What data we use and don’t use

To provide customer support services, the following data may be used:

  • Account-related information, such as tariff and billing data (not linked to your name or address when processed by AI)
  • Technical data, such as meter readings and top-up activity
  • Information you choose to share during a chat or call

We do not use the following personal data when processing AI interactions:

  • Your name
  • Your address
  • Your email address
  • Your bank account details 

3. Why AI is used

AI is used to:

  • Respond to your queries more efficiently
  • Improve customer support services
  • Monitor performance and service quality
  • Keep records of conversations 

4. AI safeguards

  • AI generates responses to your queries but does not make final decisions about your account
  • Personal data is not shared with AI systems unless it is provided by you during the interaction
  • You should avoid sharing sensitive information in the chatbot or automated phone services (e.g. passwords) unless specifically asked by the AI agent
  • AI systems may occasionally produce incorrect or incomplete responses. You can request to speak to a person during Customer Support working hours (check Contact us for details) to validate the information 

5. Sharing and training

  • Your data is not used to train AI models
  • Data may be analysed internally to improve our services
  • Our trusted third-party providers (such as cloud or AI service providers) process data on behalf of the company as outlined in the relevant Privacy Policy and Terms and Conditions   

6. Your choices and rights

You have control over how these services are used:

  • You may opt out of AI-assisted customer support by choosing not to use our chatbot or automated phone services (for example, by not starting a chatbot conversation or not continuing if your call is handled by an AI agent)
  • If you need assistance from a person, you can request this by typing or saying "connect me to a person" or "I want to speak to an advisor"
  • If you have any privacy-related questions or comments, please refer to the privacy policy or you can contact Centrica’s Data Protection Officer by writing to The Data Protection Officer, Centrica Plc, Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD, or by emailing privacy@centrica.com 

7. Using AI services

By using the chatbot or automated phone system, you confirm that:

  • You have read and understood this notice
  • You agree to interact with AI-supported services
  • You may be invited to share feedback 

8. Data retention

AI conversation history, including chatbot and automated phone interactions, will be retained in line with our existing data retention practices for chats and calls, as outlined in our Privacy Policy.

9. Updates to this notice

These terms may be updated at any time, and changes take effect once published.

(Last updated: June 2026)