ΔΕΔΔHΕ | Terms of Use & Information on the processing of Personal Data when using the My DEDDIE Services application for the Request for New Connection to the Low Voltage Network

Through this application, customers or users duly authorized to act on behalf of other users (hereinafter collectively referred to as the “customers” or “users”) may access the website of HEDNO S.A. (hereinafter referred to as the “Company” or “HEDNO”), either via a personal computer or a mobile device (smartphone, tablet), in order to submit and/or withdraw a request for an initial low voltage electricity network connection. Users may also monitor the status of their application in real time, manage all required supporting documentation, and electronically execute the relevant contract with HEDNO.

1 . Terms of use:

1.1 Application features/Website Use

The operation and use of this application are governed by these Terms of Use (hereinafter referred to as the “Terms”), the Privacy Policy and information for the users of the Hellenic Electricity Distribution Network, as currently in force, as well as any other HEDNO policy related to these Terms of Use and the operation of the Platform.

The use of this application requires and entails the full understanding and unconditional acceptance of these Terms, as well as the users’ compliance with the applicable legislation, the instructions, and the policies of HEDNO. By accessing or using the application in any way, users are deemed to have acknowledged, fully understood, and confirmed their acceptance of these Terms and their compliance with both the Terms and the applicable law. Furthermore, by accessing or using the application, users declare and warrant that they have the legal capacity to accept and comply with these Terms.

Access to the application is granted to users at the sole discretion of HEDNO. Users do not automatically acquire any right of access to the application. HEDNO determines the categories and rights of users, the level of access granted, and the duration of such access.

HEDNO does not guarantee the uninterrupted operation of the application or the fulfillment of all user requests submitted through it. Finally, HEDNO reserves the right to suspend or terminate user access to the application at any time and without liability, due to a violation of these Terms or applicable law, or for any other reason, at its absolute discretion.

The purpose of the My DEDDIE Services platform is the digital conclusion of a Connection Agreement. All stages of the process (creation, signing, and execution of the agreement) are conducted digitally. Accordingly, the agreement is signed online, without the need to visit the relevant HEDNO branch office or contact the customer service center. Please follow these steps:

Access to the application – user authentication – is carried out exclusively through the use of TaxisNet credentials, ensuring the security and validity of customers’ personal data, which are retrieved from the General Secretariat for Information Systems and Digital Governance (GSISDG). After logging in, the customer will see their personal data fields as retrieved from the GSISDG. The customer may update their contact information (mobile phone number and email address) if changes have occurred. It should be noted, however, that such updates apply only within HEDNO’s website and do not affect third-party platforms, such as TaxisNet. The customer will then receive a One-Time Password (OTP) via the mobile number and email address provided, in order to complete the verification of their contact details, and must then follow the on-screen instructions displayed in the application.

The customer’s contact details (mobile number and email address) are jointly required as part of this process, since their verification is essential for the authentication of communication channels and the prevention of unauthorized access, thereby ensuring the protection of personal data.

The application also provides the option for a customer’s request to be managed by an authorized representative. In this case, the authorized representative logs in using their own TaxisNet credentials, and subsequently enters the Tax Identification Number (TIN) and email or mobile phone number of the customer/applicant being represented. An email or SMS notification is then sent to the customer, prompting them to accept or reject the authorization request. This confirmation is completed using the customer/applicant’s own TaxisNet credentials. Next, the user must follow the relevant on-screen instructions provided in the application to complete the submission of the request. The authorized representative may alternatively upload the authorization document, which will be verified by HEDNO after the submission of the request.

Additionally, the application provides the “Customer Support Appointment” service, which enables the scheduling and conduct of video calls between customers and HEDNO representatives. Through the secure myHEDNO services environment and following authentication via TaxisNet, users may select a specific request category (e.g. Low Voltage New Connection), reserve an available time slot based on real-time availability, and manage their appointments (reschedule or cancel them). The purpose of the service is to enhance the customer experience by providing personalized remote assistance for ongoing requests. During the session, which is carried out via the Microsoft Teams platform, the HEDNO representative verifies the details of the request and, where required, performs a visual verification of the user’s identity or supporting authorization documents, ensuring the validity of the process (identity document and/or authorization document). For the provision and support of the service, the system collects and stores the necessary user data (Full Name, Tax Identification Number (TIN), Contact Details), as well as request-related information (Application Number, description of the matter, and activity history). It is expressly noted that the video call is recorded (audio and video) and stored in a secure environment for identification, record-keeping and quality assurance purposes.

To withdraw a request, the customer (or their duly authorized representative as described above) must know the request number. After verifying that they are the owner of the mobile number and email address previously registered, they may initiate the withdrawal procedure, if required.

Finally, the application may also provide customers with the option to evaluate the service regarding the submission of the request through the platform.

1.2 Use of the application

The use of the application is provided free of charge, without any financial cost to the user from HEDNO. HEDNO is not responsible for or connected to the pricing policies of third parties, particularly mobile network providers, regarding any costs associated with connecting users’ devices to the Internet.

1.3 User obligations

Users/visitors accept, agree, and acknowledge that they will use the Service lawfully and appropriately.

Users are required to:

Enter clear and accurate information in the application and promptly notify HEDNO if any information entered is or becomes inaccurate, unclear, or incorrect, or if they lose access to the application or detect any security breach.
Use appropriate devices and equipment for accessing the application and perform the necessary actions within the application correctly.
Refrain from using the application for purposes other than those for which it was created, and in particular, not to use it for illegal purposes or activities (for example, impersonation, alteration or falsification of data, transmission or posting of viruses, malware, or other malicious code, or any action that obstructs or disables the application’s operation).
Refrain from violating the rights of third parties through the use of the application.

If a request is not completed due to the failure to meet the necessary submission requirements, it shall be cancelled, and the customer’s personal data will be permanently deleted from HEDNO’s systems after a period of 15 calendar days. Such data cannot be reused by HEDNO S.A. Should the same customer wish to resubmit a request, they must restart the process from the beginning.

Users are fully responsible for the accuracy of the data they provide upon logging into and using the application. Furthermore, they are responsible for the security of their devices, systems, and operations carried out through the application and must duly protect their personal data associated with it.

To ensure the integrity, security, and lawful use of the application, HEDNO reserves the right to block access to the application at any time, without cause and without prior notice to the user.

Access to and use of the Service are subject to these Terms of Use. In case you do not agree with and do not fully and unconditionally accept these Terms of Use, you are hereby informed that you may not proceed with the use of the application.

1.4 Limitation of liability – Disclaimer

The application is provided “as is” and “as available,” without any warranty, express or implied, from HEDNO, including, but not limited to, warranties concerning the continuous operation of the application or the uninterrupted access of users to it.

To the extent permitted by law, HEDNO: (a) assumes no contractual, tortious (including negligence or strict liability), or any other form of liability in connection with the application and its use, and (b) provides no warranty of any kind, express or implied, including, without limitation, regarding the continuous operation of the application or the continuous accessibility of users to it. Subject to the above and the applicable legislation, HEDNO shall bear no responsibility for any technical or other error in the application, or for any damage caused to the user or their equipment during its use. Finally, HEDNO accepts no liability for any damage arising from improper use of the application.

The website is intended for users aged 18 and over. Individuals below this age threshold are not permitted to use or register for the Service.

1.5 Modification of terms

HEDNO S.A. reserves the right to unilaterally and without prior notice modify these Terms of Use at any time by updating and revising the relevant content of the Website and the Services provided. Any changes shall take effect upon publication in the application. Users are strongly advised to regularly review the Terms of Use for possible updates or modifications.

1.6 Intellectual and Industrial Property Rights

The intellectual property rights of the content and services of the application—including, but not limited to, texts, photographs, designs, software, files of any kind, and the trademarks/logos of the application—are protected under the applicable intellectual and industrial property laws and belong exclusively to HEDNO or to third-party providers designated by HEDNO.

Any copying, distribution, transmission, modification, resale, creation of derivative works, or misleading of the public regarding the actual provider of the application’s content is strictly prohibited. Such actions may constitute an infringement of HEDNO’s or third parties’ intellectual and industrial property rights, and the rights holders shall be entitled to seek compensation for any resulting damages, in accordance with applicable law.

Users are entitled to use the application solely for the duration of these Terms, and may store individual information concerning themselves, strictly in line with the purpose of the application and these Terms of Use.

1.7 Governing Law

These Terms of Use and any future amendments thereto shall be governed exclusively by Greek law. Should any provision of these Terms or future amendments be found contrary to law, it shall automatically cease to apply, without affecting the validity of the remaining provisions.

Any dispute relating to or arising from the interpretation or application of these Terms, or the use of the website, which cannot be resolved amicably (an option that remains voluntary), shall be exclusively subject to the jurisdiction of the Courts of Athens.

1.8 Duration and Termination

HEDNO reserves the right to modify or terminate the operation of the application at any time, for any reason, and without prior notice to users. Upon termination of the application’s operation, all provisions of these Terms that by their nature are intended to remain in effect shall continue to apply.

INFORMATION ON THE PROCESSING OF PERSONAL DATA

Ι. Introduction

HEDNO S.A. (hereinafter referred to as “HEDNO” or “the Company”) places the protection of personal data it processes, in its capacity as Data Controller, among its top priorities, in full compliance with the applicable personal data protection legislation. Such processing takes place under the conditions, safeguards, and principles established by the General Data Protection Regulation (EU) 2016/679 (GDPR) on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, as in force, as well as by Greek Law 4624/2019, the Guidelines and Decisions of the Hellenic Data Protection Authority (HDPA), and in accordance with this notice and HEDNO’s respective data protection policy.

The purpose of this notice is to inform HEDNO’s customers and/or their authorized representatives (hereinafter referred to as the “data subjects”) about the personal data collected and processed in the context of using the online platform for submitting low-voltage (LV) initial connection requests, through which users log in to submit their requests, as well as about the methods and purposes of collection, storage, and use of such personal data.

IΙ. Categories of personal data collected and processed during use of the application

HEDNO processes the following personal data of data subjects:

Full Name
Identity Document Number
Tax identification number (TIN)
Tax office (DOY)
Home address
Installation/supply address
Mobile phone number
Email address

ΙΙ. The purpose of processing

HEDNO collects and processes the above personal data for the purpose of connecting customers to the Company’s electricity distribution network, and specifically to ensure the timely and efficient receipt, management, and processing of users’ connection requests to the electricity network.

ΙV. Legal basis of processing data

HEDNO processes the above personal data as follows:

(a) For the performance of a contract to which the data subject is a party, or in order to take steps at the request of the data subject prior to entering into a contract—namely, to conclude and perform the Connection Agreement following the user’s request (Article 6(1)(b) GDPR).

(b) For the purposes of HEDNO’s legitimate interests, namely, to enhance the efficiency and quality of its services and/or to establish, exercise, or defend legal claims before courts and authorities (Article 6(1)(f) GDPR).

V. Recipients of personal data

The above personal data are collected through HEDNO’s platform, to which only authorized Company personnel have access. Such personnel are responsible for the organization and management of requests submitted through the platform and are duly trained in personal data protection. These employees are bound by confidentiality clauses and are granted specifically authorized access rights to the relevant data.

The Company may grant limited and time-bound access to a third-party service provider acting as a data processor on its behalf, for purposes of technical support of the system and management of user connection requests to the network. The processor implements appropriate measures to ensure the confidentiality and security of personal data and has entered into a data processing agreement with HEDNO containing all necessary contractual commitments, in accordance with applicable law. The processor may designate specifically authorized individuals, who are likewise bound by confidentiality clauses and possess authorized access rights to the relevant data.

HEDNO does not disclose personal data to third parties unless a lawful basis exists—specifically, when such access rights have been granted by HEDNO S.A. to certain authorized persons, or when disclosure is strictly necessary for the establishment, exercise, or defense of legal claims, or for the fulfillment of statutory obligations arising under applicable legislation.

VI. Data security safeguards

In the context of the above processing, and in accordance with the applicable legal framework, all appropriate technical and organizational measures are implemented to ensure the security of personal data, to safeguard the confidentiality of their processing, and to protect them against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access, as well as against any other form of unauthorized or unlawful processing. These measures are also intended to prevent, as far as possible, incidents of data breaches caused by malicious actions, accidental loss, or unauthorized access or use. By way of example, personal data are stored securely within the Company’s own infrastructure. Furthermore, with respect to the possibility of a system breach, the Company has established adequate incident management procedures to ensure the proper handling of such cases and the effective mitigation of risks.

Access to personal data is strictly limited to individuals who need such access in the course of performing their professional duties.

VII. Data retention period

The period for which personal data are retained is determined in accordance with the principles governing personal data processing, as laid down in Article 5 of the GDPR, taking into account HEDNO S.A.’s competences and role under the applicable legal framework.

Such data will be retained by HEDNO only for as long as necessary to fulfill each of the specific purposes for which they were collected.

In any case, the retention period shall not exceed the time strictly necessary for achieving the aforementioned processing purposes.

VIII. Your rights as data subject.

Pursuant to the General Data Protection Regulation (GDPR), the Company is required to ensure and facilitate the exercise of data subject rights in a concise, transparent, intelligible, and easily accessible manner.

With respect to your personal data subject to the processing described above, you have the following rights:

Right to Information and Access (Articles 12–15 GDPR) You have the right to be informed and to obtain access to your personal data, as well as to receive additional information regarding their processing.

Right to Rectification (Article 16 GDPR) You have the right to request the correction, modification, supplementation, or updating of your personal data, where such data are inaccurate, outdated, or incomplete.

Right to Erasure (Article 17 GDPR) You have the right to request the deletion of your personal data, insofar as this right is not subject to limitations under applicable law or other relevant restrictions.

Right to Restriction of Processing (Article 18 GDPR) You have the right to request the restriction of processing of your personal data when: (a) the accuracy of the data is contested, pending verification; (b) the processing is unlawful, and you request restriction of use instead of deletion; (c) the data are no longer necessary for processing purposes, but you require them for the establishment, exercise, or defense of legal claims; or (d) you have objected to the processing, pending verification of whether legitimate grounds exist that override your objection.

Right to Data Portability (Article 20 GDPR) You have the right to receive, free of charge, your personal data in a format that allows you to access, use, and further process them. You also have the right, where technically feasible, to request the direct transmission of your data to another data controller. This right applies to data that you have provided to us and that are processed by automated means, based on your consent or for the performance of a contract.

Right to Object to Processing (Article 21 GDPR) You have the right to object at any time to the processing of your personal data, under specific conditions provided by law.

Right to Object to Automated Individual Decision-Making, Including Profiling (Article 22 GDPR) You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or significantly affects you in a similar way. At present, the Company does not engage in automated individual decision-making. However, should it decide to implement such processing in the future, it will inform the Data Subjects in advance and ensure full compliance with all applicable legal requirements.

Right to Withdraw Consent (Article 7 GDPR) You have the right to withdraw your consent at any time, to the extent that processing is based on consent.

Right to Lodge a Complaint with the Supervisory Authority You have the right to lodge a complaint with the competent supervisory authority. In Greece, the competent authority is the Hellenic Data Protection Authority (HDPA). For more information, you may contact the Authority as follows: https://www.dpa.gr/el/polites/katagelia_stin_arxi – Tel.: +30 210 6475600, Fax: +30 210 6475628, Email address: complaints@dpa.gr (for more information: https://www.dpa.gr/el/polites/katagelia_stin_arxi).

ΙΧ. Contact

For any matter relating to the above, or to exercise your rights as a data subject, you may contact HEDNO’s Data Protection Officer (DPO) at the following addresses: dpo@deddie.gr or 98-100 Syngrou Avenue, 117 41 Athens, Greece.