Last Updated: February 2026
Unitil Service Corp. and its parent and affiliate companies (collectively, “Unitil,” “we,” “us,” or “our”) are committed to protecting the privacy of our customers and users of our websites, including Unitil.com, MyUnitil, and associated customer forms (collectively, the “Sites”).
This Privacy Policy describes how we collect, use, and share information about you when you visit our Sites or use our online services. By using our Sites, you agree to the terms of this Privacy Policy.
1. Information We Collect
We collect information in three ways: (1) information you provide directly to us, (2) information collected automatically via scripts and cookies, and (3) information from third-party sources.
A. Information You Provide
We collect personal information when you use any of our Sites to pay a bill, report an outage, apply for service, or contact us. This may include:
- Your name, address, and contact details (email, phone number, etc.).
- Information submitted via chat support or online forms, including any artificial intelligence (AI) chat support.
B. Information Collected Automatically (Cookies & Scripts)
When you visit any of our Sites, we and our third-party service providers automatically collect certain technical information from your device. This allows our Sites to function correctly and helps us understand how users interact with our services. This includes:
- Log Data: IP address, browser type, operating system, and pages visited.
- Tracking Technologies: We use cookies, web beacons, tags, and scripts.
C. Third-Party Tools and Analytics
Our Sites integrate various third-party technologies to provide specific functionality. These tools may collect information about your browsing behavior:
- Analytics: We use Google Analytics and Google Tag Manager to analyze traffic and user behavior. This helps us improve our digital services. You can learn about Google’s practices at google.com/policies/privacy/partners.
- Advertising: We may use Google DoubleClick to measure the effectiveness of our communications.
- Security: We use Google reCAPTCHA to protect our forms from spam and abuse. Use of reCAPTCHA is subject to the Google Privacy Policy and Terms of Use.
- Content Delivery & Performance: We utilize Content Delivery Networks (CDNs) such as Cloudflare (cdnjs) and jsDelivr to speed up page loading.
- Social Media & Video: We embed content from YouTube and social feeds via Juicer.io. When you interact with this content, these third parties may set cookies or track your interaction.
- Customer Support & Communication: We use RingCentral (inContact) for chat functionality and Constant Contact for email communications. Our emails may contain tracking pixels that let us know if you opened the email.
2. How We Use Your Information
We use the information we collect for the following business purposes:
- Service Provision: To process payments, manage your account, and respond to outage reports (e.g., using "Remember Me" cookies to store your account number for future outage reporting).
- Communication: To respond to your inquiries via chat support or email and send service alerts.
- Site Security: To protect against fraud and unauthorized access (via reCAPTCHA and firewalls).
- Improvement: To analyze website traffic and optimize user experience.
3. Sharing of Information
Unitil does not sell your personal information for monetary gain. We may share information in the following circumstances:
- Service Providers: We share data with trusted vendors who perform services on our behalf, such as payment processors, email platforms (Constant Contact), and customer support tools (RingCentral/inContact). These vendors are contractually obligated to protect your data.
- Legal Requirements: We may disclose information if required by law, search warrant, subpoena, court order, or regulatory proceeding.
- Aggregated Data: We may share non-personally identifiable, aggregated statistical data with regulators or for industry reporting.
4. Cookies and Your Choices
Our Sites use both "session" cookies (which expire when you close your browser) and "persistent" cookies (which remain on your device).
- Essential Cookies: Necessary for the site to work.
- Functional Cookies: Remember your preferences such as in the “Remember Me” feature on our MyUnitil Portal login page.
- Analytics & Advertising Cookies: Set by third parties like Google to track usage statistics.
Managing Cookies: Most web browsers accept cookies automatically. You can modify your browser settings to decline cookies; however, some features of our Sites (like bill payment or outage reporting) may not function properly without them.
5. Security
The security of any customer personal data that we collect is of the upmost importance to us. We maintain administrative, technical, and physical safeguards designed to protect your personal information against accidental, unlawful, or unauthorized destruction, loss, alteration, access, disclosure, or use.
6. Third-Party Links
Our Sites contain links to other websites (e.g., energy efficiency partners, community organizations). Unitil does not endorse or control the content of such third party websites or the products or services offered on such websites. Unitil is not responsible for the privacy practices or content of these external sites. We encourage you to read the privacy policies of any website you visit. This privacy statement applies solely to information collected and used directly by Unitil.
7. International Users (GDPR/Global)
Unitil operates exclusively in the United States (New Hampshire, Maine, and Massachusetts). Our Sites are intended for U.S. residents. If you access our Sites from the European Union (EU) or other regions with laws governing data collection that differ from U.S. law, please note that you are transferring your personal information to the United States. By providing your information, you consent to that transfer and processing in accordance with U.S. law.
8. Updates to This Policy
Due to the rapidly evolving and changing authorities governing privacy issues on the internet, we reserve the right to amend and/or revise this Privacy Policy and may occasionally update it. If we change our Privacy Policy, we will post those changes on our site so users are always aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.
9. Contact Us
If you have questions regarding this Privacy Policy or our data practices, please contact us using the form on our Website Support page.
