Privacy & policies
What this website collects, why, who sees it, and how we use cookies.
Last updated:
In short
- We only collect what you type into our forms, the files you attach, and basic technical logs.
- We also receive your utility contract and invoice details from the gas and electric companies, so each bill is applied to the right account.
- We use your information to run the Home Fuels program. We never sell it or use it for advertising.
- We use no tracking or advertising cookies, so there is no cookie banner.
Who we are
This website is run by Aviano Home Fuels, part of the 31st Force Support Squadron (31 FSS) at Aviano Air Base, Italy. It serves authorized patrons of the Home Fuels program.
This page explains how this website handles your information. It adds to the 31 FSS Disclaimer & Policies, which also apply.
Questions about your information: 31FSS.homefuels@us.af.mil, or call 0434-30-5083 (DSN 632-5083).
Information you give us
When you send a request (start or stop services, gasolio, billing question, invoice copies, power outage, Starnik or payment help, wattage increase, meter readings or something else), we collect what you enter, such as:
- your name, cell phone and email
- the property address and your move-in or move-out dates
- meter details: electric meter number (POD), gas meter number and PDR, and meter readings
- the name of the current tenant, if you give it
- your notes, and any photos or PDFs you attach
We also keep the notes and status updates that you and our staff add to your request, and the emails we send you about it.
Please don't attach orders, housing contracts or EFT forms to a request. Email them to 31FSS.homefuels@us.af.mil instead. Never enter a Social Security number or card details on this website.
Information we receive from others
Your gas and electric services are contracted through Home Fuels. Each month the utility companies send us their invoices and billing files. Our staff use them to apply each bill to the right customer account. These files include:
- the name and service address on the utility contract
- supply point and meter identifiers (POD, PDR, meter numbers)
- billing periods, consumption and meter readings
- amounts billed, taxes and fees
We also use the customer records in our billing system (Starnik), and information from the utility and distribution companies about openings, closures and appointments for your home.
How we use your information
- to process your requests and contact you about them
- to start, stop and change utility services with the utility companies
- to bill you correctly, answer billing questions and process payments and refunds
- to schedule and confirm gasolio deliveries and gas appointments
- to keep the website secure and working, and to meet Air Force record-keeping requirements
We don't sell your information, and we don't use it for marketing or advertising.
Chat assistant
The chat assistant answers general questions about the Home Fuels program. It is powered by Claude, an AI model made by Anthropic. It only loads when you open the chat. Your messages are sent to Anthropic to generate the replies, under Anthropic's terms for business customers (Anthropic privacy policy).
The assistant cannot see your account or your requests. Please don't type personal details such as account numbers, ID numbers or card details into the chat. AI answers can be wrong: for anything important, check with our staff.
To improve our service, we save each question and the assistant's answer for up to 12 months, with any rating you give. Before saving, we remove anything that looks like an email address, phone number or account, meter or card number. We don't save your name, IP address or anything else that identifies you, and the saved questions are not linked to your requests or account. Home Fuels staff review them to find common questions and improve our information.
Cookies
Cookies are small files a website saves in your browser. We only use the ones this site needs to work and to remember your language:
| Name | What it does | How long |
|---|---|---|
PHPSESSID | Keeps your visit working while you fill in forms and view your request. Strictly necessary. | Until you close the browser |
hf_lang | Remembers English or Italian. Only set when you pick a language. | 1 year |
Chat (session storage) | Keeps your chat conversation while you move between pages. Only used after you open the chat. | Until you close the tab |
We don't use analytics, advertising or social media cookies, and the site's fonts are served from our own server. Because we only use necessary cookies, we don't show a cookie banner. You can block or delete cookies in your browser settings; the site will still work, but forms may need to be filled in again and the language will go back to English.
Information collected automatically
Like most websites, our web server automatically records each visit: your IP address, the date and time, the pages you open, your browser type and the page you came from. We use these logs only to keep the site secure, find problems and see which pages are used. They are kept by our hosting provider for a limited time.
How we protect it
The website uses an encrypted (HTTPS) connection, and only Home Fuels staff can see your requests in our staff portal.
After you send a request, you get a private link to view it. Anyone who has that link can see the request, so please don't share it.
How long we keep it
We keep your information while you are a Home Fuels customer and afterwards for as long as Air Force financial and records rules require, for example to settle final bills, refunds and audits. Then it is deleted or destroyed. Chat questions, saved without personal details, are deleted after 12 months.
Seeing or correcting your information
You can ask to see the information we hold about you, or ask us to correct it, by emailing 31FSS.homefuels@us.af.mil or visiting our office. U.S. citizens and lawful permanent residents also have rights under the Privacy Act of 1974; see the 31 FSS policy page for details.
Links to other websites
This site links to other websites, such as Starnik, the online queue, the utility companies and the ICE feedback site. A link is not an endorsement by the U.S. Air Force, and we don't control those sites. Their own privacy policies apply when you visit them.
Changes to this page
We update this page when the way we handle information changes. The date at the top shows the latest version.