The following text identifies a new CMA website Privacy Statement, based on the Market Privacy Notice:

This Privacy Statement explains how the Central Market Agency Ltd uses any personal information collected about you when you contact us or visit our website. 

Categories of personal data being processed. 

Some non-household customers will be sole traders and the Central Systems, administered by the Central Market Agency Ltd (CMA) will hold personal data about those sole traders.  Information about other types of customer (e.g. companies and partnerships) is not personal data. Occasionally, the Central Systems may also hold information indicating that, due to health needs, a non-household customer is a priority for re-connection if there is an interruption to the water supply.

Some tenants or landlords will be sole traders and the Scottish Landlord Portal (SLP) will hold personal data about those sole traders. Information about other types of tenants or landlords (e.g. companies and partnerships) is not personal data.

The CMA may collect data from users to help administer accounts and deal with helpdesk queries.  We may take this information from you in a number of ways including email, telephone and from our Website (

This data may include the name of an individual, a job title, the organisation that the individual works for, contact details and records of any communication with the individual. Data may also include details relating to the address of the sole trader or individual. 

We also collect information automatically when you visit our Website through the use of cookies and email addresses. Cookies are small files that your Web browser places on your computer’s hard drive.  We use cookies for remembering user names and preferences, tracking click streams and for presenting members with personalised versions of the site.  You have the option of setting your browser to reject cookies.  You can read more about how we use cookies on our Cookies page. The information obtained in this way, which includes demographic data and appraising patterns, is only used in aggregate form. The Website uses an online measuring package, Google Analytics which uses cookies to identify repeat visits.


Telephone calls made and received by the CMA may be recorded or monitored and used for training to ensure excellent customer service.

Purpose and legal basis of processing.

The information that is held in market related systems will be used to manage all of the electronic transactions involved in switching non-household customers from their current Licensed Provider(s) to their chosen provider. It will also provide usage and settlement data to Scottish Water and Licensed Providers that will then be used in the billing process.

The information held on the Scottish Landlord Portal may be updated by a Landlord and relates to tenants and the properties that the Landlord owns or is responsible for and Licensed Providers then access and search for such data, enabling them to update market data, where required.

Account administration and help-desk facilities may use data about an individual in order to identify and respond such individuals, following a request or direct enquiry, to undertake business planning activities, or to make contact about other market related matters. Such information also enables the provision of advice regarding use of and access to relevant systems, web pages and portals, for internal operations such as audits, surveys and reviews of data security and to assist with service improvements.

The legal basis for the above use of data is that it is necessary in administering the market in water and waste-water retail services in Scotland.

Source of data collected

The information that the CMA uses on the Central Systems and on the Scottish Landlord Portal (SLP) is supplied by Licensed Providers, Scottish Water and for the SLP only, by Landlords.  It is the responsibility of the organisation that provides the information to make sure it is accurate and kept up to date.  CMA collates that information and makes it available to other Licensed Providers and Scottish Water for the purposes outlined above.  CMA does not collect information directly from non-household customers.

Recipients of data collected.

Personal information held on market related systems and Tenant related data held on the Scottish Landlord Portal will be shared amongst market participants, but such information will not be shared with third parties other than;

  • Where the individual has agreed to their information being shared with a third party,
  • Where there is a legal, regulatory or professional obligation to disclose this information, or in order to protect contractual or other rights, property, or safety or those of others,
  • Where a market participant, or substantially all of the participant’s assets, are merged or acquired by a third party, in which case this information may form part of the transferred or merged assets, or
  • Where a market participant is using a third party service provider to provide services that involve data processing.

Links to third party websites

Our Websites may contain links to other recognised and respected organisations' websites. We are not responsible for the privacy practices of these sites. This privacy policy applies solely to information collected on

Security applied to data

Security arrangements are equivalent to or consistent with relevant international standards and include, where applicable;

  • Pseudonymisation
  • Encryption
  • System controls to deliver ongoing confidentiality, integrity, availability, resilience of data management systems and system restoration following an event
  • Processes for regular testing, assessment and the evaluation of the effectiveness of system processes and controls.

Transfers of personal data outside of the EEA

 Data is held and processed within the EEA.

Retention of data

Data is retained in order to meet obligations associated with back-up and recovery and also to accommodate any disputes that may arise.


Details of individual rights  

Individuals may request the following (via their Licensed Provider, if they are a Customer or Landlord);

  • Access to their data held on a market related system, or on the SLP, or on systems associated with account administration or help-desk queries
  • Corrections to any of the above data
  • Restrictions to processing of any of the above data
  • Cessation of processing to any of the above data
  • Erasure of any of the above data

To submit any such request, please email with a duly completed Data Subject Request form, or Processing Change Request form, which can be obtained from our Website. 

Customers, or Landlords, requiring further advice or information on water and sewerage services and charges should contact their provider. A list of suppliers and where to find more information is available on the Scotland on Tap Website.

Individuals may also lodge a complaint with the Information Commissioner’s Office and seek to pursue any such complaint via their Licensed Provider.

Automated decision making

The processing of data is undertaken based on pre-determined criteria, with no arbitrary decisions being made automatically.

Changes to this policy

Central Market Agency Ltd may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 30th March 2018.

Agreement (for the Scottish Landlord Portal)

Please note that by registering an account with the Scottish Landlord Portal (SLP) and by providing any personal information pursuant to registration or usage of the SLP, you are accepting and consenting to the practices described in this policy, with respect to the SLP.