utilitas.ee
The website of the Utilitas energy group — nine pages, 543 requests. Technically, the picture is restrained: a consent platform with a refuse button on the first screen, and Google Tag Manager loads but does not launch a single analytics or advertising tag. The discrepancies are in the wording. The banner immediately declares that using the site already means consent to all cookies. And the declaration lists the behaviour-recording service Hotjar as 'necessary' while not mentioning reCAPTCHA, which runs on every page.
Request timeline
Declared versus actual
Transfer timings
reCAPTCHA api.js; not listed in the cookie declaration.
GTM-NW8C24Z; launches no analytics or advertising tags.
CookieScript.
reCAPTCHA reload and clr — a service exchange repeated on every page.
Detected trackers
- CookieScript (cdn.cookie-script.com) — consent platform; refusal available on the first layer
- Google Tag Manager (GTM-NW8C24Z) — the container loads on every page, but no analytics or advertising tag fired in the capture
- Google reCAPTCHA (www.google.com — 61, www.gstatic.com — 36) — on each of the nine pages before any choice, with recurring service exchanges; not listed in the cookie declaration
- Salesforce Experience Cloud (utilitasou.my.site.com) — the heating outages page
- First party: utilitas.ee
Indicators of GDPR non-compliance
- GDPR Art. 4(11) / Art. 7(1) / Art. 5(1)(a) — the banner declares mere use of the site to be consentThe CookieScript banner is set up correctly: the first layer has 'Nõustu kõigiga' and an equally weighted 'Keeldu kõigist', and non-essential categories are switched off. But the text above the buttons reads: 'Meie veebisaiti kasutades nõustute kooskõlas meie küpsisepoliitikaga kõikide küpsistega' — by using our website, you agree to all cookies. This contradicts the refuse button itself and misleads the visitor: consent cannot arise from simply using a website; it must be an active act. A visitor who reads the banner believes consent has already been obtained and that refusing changes nothing.
- GDPR Art. 13(1)(e) / Art. 5(1)(a) — the cookie declaration classifies Hotjar as necessary and does not name reCAPTCHAIn the CookieScript declaration, the 'Hädavajalikud küpsised' section — cookies without which the site does not work and which are set without consent — contains four Hotjar cookies: _hjIncludedInPageviewSample, _hjAbsoluteSessionInProgress, _hjFirstSeen, and _hjIncludedInSessionSample. Hotjar is a service that records and analyses visitor behaviour; it is not necessary for the site to function. With this classification, the consent platform will let it through without consent as soon as it is switched on. At the same time, Google reCAPTCHA — which in the capture loads on each of the nine pages before any choice and regularly exchanges data with www.google.com — is not mentioned in the declaration at all.
Context
utilitas.ee is the website of the Utilitas energy group, which supplies Tallinn with heating and cooling. According to its privacy policy, the group comprises 17 companies in Estonia and Lithuania, including providers of vital services. Consent is managed by CookieScript.
The measurement is a single capture of nine pages: the homepage, district heating, careers, frequently asked questions, contacts, prices and contracts, outages, and whistleblowing. In total, 543 requests.
Processing is described by the Utilitas privacy policy and by the cookie declaration in the CookieScript banner.
Who receives data directly
Google — reCAPTCHA and Tag Manager. Salesforce — on the outages page. CookieScript — as the consent platform.
Declared versus actual
The technical side here is tidy. The banner’s first layer has two equally weighted buttons — accept all and refuse all — and the categories are switched off. Google Tag Manager loads on every page but did not launch a single analytics or advertising tag in the capture. The discrepancies lie in what the site tells the visitor.
First — the banner declares consent already given. Directly above the buttons it says: by using the website, you agree to all cookies in accordance with the cookie policy. If that were true, the “Keeldu kõigist” button would be meaningless. If it is not, the banner is misleading. Consent does not arise from someone opening a website — it is given by pressing a button. A visitor who trusts the text will conclude that everything has already been decided for them.
Second — the cookie declaration mixes up the categories. The “necessary” section — cookies set without consent — contains four Hotjar cookies. Hotjar is a service that records visitor behaviour: mouse movements, clicks, scrolling. It is not necessary for the site to work. Hotjar did not load in the capture, but the declaration serves as instructions for the consent platform: as soon as Hotjar is switched on, CookieScript will let it through without consent. Hotjar’s session cookies also appear among the advertising cookies, meaning the same service is described as both necessary and advertising.
Third — reCAPTCHA is not named. Google reCAPTCHA loads on each of the nine pages before any choice and regularly exchanges data with www.google.com. It does not appear in any category of the declaration.
Consent: what is proven and what is not
Proven: refusal is available on the first layer. The “Keeldu kõigist” button in screenshots 1–3, categories switched off.
Proven: the banner declares use of the site to be consent. The banner text in screenshot 2.
Proven: no analytics or advertising tags fired in the capture. Not a single request to Google Analytics, Meta, Hotjar, DoubleClick, or YouTube.
Proven: reCAPTCHA runs on every page and is not listed in the declaration. Requests to www.google.com on all nine pages; a search of the saved declaration.
Not established: the decision in the banner. CookieScript does not send the decision to a server, so the file does not show whether one was made. The absence of analytics tags is consistent with refusal or with no decision.
Boundaries of this observation
The measurement covers the site’s public pages. Customer self-service was not examined. The observation records browser behavior, not server-side processing. The file has been published cleaned: Cookie headers and script bodies were removed.
Legal assessment falls to the competent authority — the Andmekaitse Inspektsioon.
Conclusion
Utilitas has set up consent correctly on the technical side: refusal on the first screen, and analytics and advertising stay silent in the capture. But the wording contradicts the mechanism. The banner declares consent given by the mere act of using the site. The declaration lists a behaviour-recording service among the necessary cookies — exactly where it would run without consent. And reCAPTCHA, which runs on every page, is not named at all.
Remedy: remove the sentence about consent through use of the site from the banner; move the Hotjar cookies from necessary to analytics; add Google reCAPTCHA to the declaration, or load it only on pages with forms.
How to verify: download the file and compute its checksum — sha256sum file.har (Linux, macOS) or certutil -hashfile file.har SHA256 (Windows); it must match the one shown. The conclusions apply to the scope of this measurement — see the limitations of the method.
368a5763bed8f369fa0d47f77de944853521d589f600974dfacc94293dfd0f36
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Тема: Запрос доступа к персональным данным (ст. 15 GDPR) — utilitas.ee Кому: [укажите адрес компании — DPO / поддержка / юридический отдел] От: [Ваше имя], [контактный email] Прошу предоставить доступ к моим персональным данным, обрабатываемым в связи с использованием сайта utilitas.ee. 1. Категории данных и цели обработки (ст. 15(1)(a)-(c)) На основании независимого технического анализа сайта прошу подтвердить и подробно раскрыть следующие категории обработки: 1) Баннер CookieScript устроен правильно: на первом слое есть «Nõustu kõigiga» и равнозначная «Keeldu kõigist», необязательные категории выключены. Но текст над кнопками гласит: «Meie veebisaiti kasutades nõustute kooskõlas meie küpsisepoliitikaga kõikide küpsistega» — пользуясь сайтом, вы соглашаетесь со всеми cookie. Это противоречит самой кнопке отказа и вводит посетителя в заблуждение: согласие не может возникнуть из простого пользования сайтом, оно должно быть активным действием. Посетитель, прочитавший баннер, считает, что согласие уже получено, а отказ ничего не меняет. 2) В декларации CookieScript раздел «Hädavajalikud küpsised» — cookie, без которых сайт не работает и которые ставятся без согласия, — содержит четыре cookie Hotjar: _hjIncludedInPageviewSample, _hjAbsoluteSessionInProgress, _hjFirstSeen и _hjIncludedInSessionSample. Hotjar — сервис записи и анализа поведения посетителей, необходимым для работы сайта он не является. При такой классификации платформа согласия пропустит его без согласия, как только он будет включён. Одновременно Google reCAPTCHA, которая в замере грузится на каждой из девяти страниц до какого-либо выбора и регулярно обменивается данными с www.google.com, в декларации не упомянута вовсе. 2. Получатели, сроки хранения и передача за пределы ЕЭЗ (ст. 15(1)(c)-(d), 46) Прошу также указать полный список третьих лиц-получателей, применимые сроки хранения по каждой категории и правовые основания передачи данных за пределы ЕЭЗ, если таковая происходит. Полный технический разбор с доказательствами (сохранённый сетевой журнал, контрольная сумма SHA-256) опубликован по адресу: https://gdpru.eu/en/audits/ee-utilitas-ee/ 3. Автоматизированная обработка и профилирование (ст. 15(1)(h)) Прошу сообщить, применяется ли в отношении меня автоматизированное принятие решений или профилирование, и если да — раскрыть логику такой обработки. С уважением, [Ваше имя] [контактный email] [Страна] [Дата]
Subject: Data access request (GDPR Art. 15) — utilitas.ee To: [insert the company's address — DPO / support / legal department] From: [Your name], [contact email] I request access to my personal data processed in connection with the website utilitas.ee. 1. Categories of data and purposes of processing (Art. 15(1)(a)-(c)) Based on an independent technical analysis of the site, I request confirmation and detailed disclosure of the following categories of processing: 1) The CookieScript banner is set up correctly: the first layer has 'Nõustu kõigiga' and an equally weighted 'Keeldu kõigist', and non-essential categories are switched off. But the text above the buttons reads: 'Meie veebisaiti kasutades nõustute kooskõlas meie küpsisepoliitikaga kõikide küpsistega' — by using our website, you agree to all cookies. This contradicts the refuse button itself and misleads the visitor: consent cannot arise from simply using a website; it must be an active act. A visitor who reads the banner believes consent has already been obtained and that refusing changes nothing. 2) In the CookieScript declaration, the 'Hädavajalikud küpsised' section — cookies without which the site does not work and which are set without consent — contains four Hotjar cookies: _hjIncludedInPageviewSample, _hjAbsoluteSessionInProgress, _hjFirstSeen, and _hjIncludedInSessionSample. Hotjar is a service that records and analyses visitor behaviour; it is not necessary for the site to function. With this classification, the consent platform will let it through without consent as soon as it is switched on. At the same time, Google reCAPTCHA — which in the capture loads on each of the nine pages before any choice and regularly exchanges data with www.google.com — is not mentioned in the declaration at all. 2. Recipients, retention periods, and transfers outside the EEA (Art. 15(1)(c)-(d), 46) I also request the full list of third-party recipients, the applicable retention period for each category, and the legal basis for any transfer of data outside the EEA. The full technical audit with evidence (saved network log, SHA-256 checksum) is published at: https://gdpru.eu/en/audits/ee-utilitas-ee/ 3. Automated processing and profiling (Art. 15(1)(h)) Please state whether I am subject to automated decision-making or profiling, and if so, disclose the logic involved. Sincerely, [Your name] [contact email] [Country] [Date]
Teema: Isikuandmetele juurdepääsu taotlus (IKÜM art 15) — utilitas.ee Kellele: [märkige ettevõtte aadress — DPO / tugi / juriidiline osakond] Kellelt: [Teie nimi], [kontakt-e-post] Palun anda mulle juurdepääs minu isikuandmetele, mida töödeldakse seoses veebisaidi utilitas.ee kasutamisega. 1. Andmekategooriad ja töötlemise eesmärgid (IKÜM art 15(1)(a)-(c)) Sõltumatu tehnilise analüüsi põhjal palun kinnitada ja üksikasjalikult avaldada järgmised töötlemiskategooriad: 1) CookieScripti bänner on üles ehitatud korrektselt: esimesel kihil on „Nõustu kõigiga“ ja võrdväärne „Keeldu kõigist“ ning mittevajalikud kategooriad on välja lülitatud. Kuid nuppude kohal olev tekst ütleb: „Meie veebisaiti kasutades nõustute kooskõlas meie küpsisepoliitikaga kõikide küpsistega.“ See on vastuolus keeldumisnupuga ja eksitab külastajat: nõusolek ei saa tekkida üksnes veebilehe kasutamisest, see peab olema aktiivne tegevus. Bännerit lugenud külastaja arvab, et nõusolek on juba saadud ja keeldumine ei muuda midagi. 2) CookieScripti deklaratsioonis on jaotises „Hädavajalikud küpsised“ – küpsised, milleta veebileht ei toimi ja mis seatakse ilma nõusolekuta – neli Hotjari küpsist: _hjIncludedInPageviewSample, _hjAbsoluteSessionInProgress, _hjFirstSeen ja _hjIncludedInSessionSample. Hotjar on külastajate käitumise salvestamise ja analüüsi teenus ega ole veebilehe toimimiseks vajalik. Sellise liigituse korral laseb nõusolekuplatvorm selle läbi ilma nõusolekuta niipea, kui see sisse lülitatakse. Samal ajal ei mainita deklaratsioonis üldse Google reCAPTCHAt, mis mõõtmise käigus laaditakse kõigil üheksal lehel enne mis tahes valikut ja vahetab regulaarselt andmeid aadressiga www.google.com. 2. Vastuvõtjad, säilitustähtajad ja edastamine väljapoole EMP-d (IKÜM art 15(1)(c)-(d), 46) Palun samuti esitada täielik loetelu kolmandatest isikutest vastuvõtjatest, iga kategooria puhul kohaldatavad säilitustähtajad ning andmete EMP-välisele edastamisele kohaldatav õiguslik alus, kui selline edastamine toimub. Täielik tehniline analüüs koos tõenditega (salvestatud võrgulogi, SHA-256 kontrollsumma) on avaldatud aadressil: https://gdpru.eu/en/audits/ee-utilitas-ee/ 3. Automatiseeritud töötlemine ja profiilianalüüs (IKÜM art 15(1)(h)) Palun teatada, kas minu suhtes kohaldatakse automatiseeritud otsuste tegemist või profiilianalüüsi, ning kui jah, siis avaldada selle loogika. Lugupidamisega, [Teie nimi] [kontakt-e-post] [Riik] [Kuupäev]
RIA DigiDoc — phone · Smart-ID / Mobile-ID
Where to file: Estonian Data Protection Inspectorate (AKI) — write to info@aki.ee
Important: AKI only handles submissions in Estonian. Translate the letter before sending.
The regulator reviews complaints in its national language. There is an officially translated template from the European Data Protection Board (EDPB) — you can use it instead of or alongside this letter: Official EDPB complaint form (PDF, your language)
Тема: Жалоба на обработку персональных данных — utilitas.ee 1. Предмет жалобы Я подаю жалобу в отношении обработки моих персональных данных сайтом utilitas.ee. 2. Обстоятельства Я посетил сайт utilitas.ee и обнаружил признаки несоответствия обработки моих персональных данных требованиям GDPR. Технический разбор, опубликованный на gdpru.eu 28.09.2026 (открытая методология, воспроизводимые измерения), документирует следующие признаки: 1) Баннер CookieScript устроен правильно: на первом слое есть «Nõustu kõigiga» и равнозначная «Keeldu kõigist», необязательные категории выключены. Но текст над кнопками гласит: «Meie veebisaiti kasutades nõustute kooskõlas meie küpsisepoliitikaga kõikide küpsistega» — пользуясь сайтом, вы соглашаетесь со всеми cookie. Это противоречит самой кнопке отказа и вводит посетителя в заблуждение: согласие не может возникнуть из простого пользования сайтом, оно должно быть активным действием. Посетитель, прочитавший баннер, считает, что согласие уже получено, а отказ ничего не меняет. 2) В декларации CookieScript раздел «Hädavajalikud küpsised» — cookie, без которых сайт не работает и которые ставятся без согласия, — содержит четыре cookie Hotjar: _hjIncludedInPageviewSample, _hjAbsoluteSessionInProgress, _hjFirstSeen и _hjIncludedInSessionSample. Hotjar — сервис записи и анализа поведения посетителей, необходимым для работы сайта он не является. При такой классификации платформа согласия пропустит его без согласия, как только он будет включён. Одновременно Google reCAPTCHA, которая в замере грузится на каждой из девяти страниц до какого-либо выбора и регулярно обменивается данными с www.google.com, в декларации не упомянута вовсе. Полная техническая документация опубликована по адресу: https://gdpru.eu/en/audits/ee-utilitas-ee/ 3. Положения GDPR, соблюдение которых прошу проверить GDPR Art. 4(11) / Art. 7(1) / Art. 5(1)(a) — баннер объявляет согласием само пользование сайтом; GDPR Art. 13(1)(e) / Art. 5(1)(a) — декларация cookie относит Hotjar к необходимым и не называет reCAPTCHA 4. Требование Прошу проверить изложенные обстоятельства и, если несоответствие подтвердится, принять меры, предусмотренные статьёй 58(2) GDPR. 5. Приложения Полная доказательная база — HAR-файл, контрольная сумма SHA-256 и цитата из политики конфиденциальности сайта, документирующая указанное противоречие — опубликована и проверяема по ссылке в пункте 2 выше. С уважением, [Ваше имя] [контактный email] [Страна] [Дата]
Subject: Complaint regarding personal data processing — utilitas.ee 1. Subject of the complaint I am filing a complaint regarding the processing of my personal data by the website utilitas.ee. 2. Circumstances I visited the website utilitas.ee and found indications that the processing of my personal data does not comply with the GDPR. The technical analysis published on gdpru.eu on 28 September 2026 (open methodology, reproducible measurements) documents the following indications: 1) The CookieScript banner is set up correctly: the first layer has 'Nõustu kõigiga' and an equally weighted 'Keeldu kõigist', and non-essential categories are switched off. But the text above the buttons reads: 'Meie veebisaiti kasutades nõustute kooskõlas meie küpsisepoliitikaga kõikide küpsistega' — by using our website, you agree to all cookies. This contradicts the refuse button itself and misleads the visitor: consent cannot arise from simply using a website; it must be an active act. A visitor who reads the banner believes consent has already been obtained and that refusing changes nothing. 2) In the CookieScript declaration, the 'Hädavajalikud küpsised' section — cookies without which the site does not work and which are set without consent — contains four Hotjar cookies: _hjIncludedInPageviewSample, _hjAbsoluteSessionInProgress, _hjFirstSeen, and _hjIncludedInSessionSample. Hotjar is a service that records and analyses visitor behaviour; it is not necessary for the site to function. With this classification, the consent platform will let it through without consent as soon as it is switched on. At the same time, Google reCAPTCHA — which in the capture loads on each of the nine pages before any choice and regularly exchanges data with www.google.com — is not mentioned in the declaration at all. Full technical documentation is published at: https://gdpru.eu/en/audits/ee-utilitas-ee/ 3. GDPR provisions I ask you to examine GDPR Art. 4(11) / Art. 7(1) / Art. 5(1)(a) — the banner declares mere use of the site to be consent; GDPR Art. 13(1)(e) / Art. 5(1)(a) — the cookie declaration classifies Hotjar as necessary and does not name reCAPTCHA 4. Request I request that you examine the circumstances described and, if non-compliance is confirmed, apply the measures provided for in Article 58(2) GDPR. 5. Attachments The full evidence base — the HAR file, its SHA-256 checksum and the quotation from the site's privacy policy documenting the stated contradiction — is published and verifiable at the link in point 2 above. Sincerely, [Your name] [contact email] [Country] [Date]
1. Kaebuse ese Esitan kaebuse seoses minu isikuandmete töötlemisega veebisaidil utilitas.ee. 2. Asjaolud Külastasin veebisaiti utilitas.ee ja tuvastasin märke sellest, et minu isikuandmete töötlemine ei vasta isikuandmete kaitse üldmääruse (IKÜM) nõuetele. Tehniline analüüs, mis on avaldatud aadressil gdpru.eu 28.09.2026 (avatud metoodika, korratavad mõõtmised), dokumenteerib järgmist: 1) CookieScripti bänner on üles ehitatud korrektselt: esimesel kihil on „Nõustu kõigiga“ ja võrdväärne „Keeldu kõigist“ ning mittevajalikud kategooriad on välja lülitatud. Kuid nuppude kohal olev tekst ütleb: „Meie veebisaiti kasutades nõustute kooskõlas meie küpsisepoliitikaga kõikide küpsistega.“ See on vastuolus keeldumisnupuga ja eksitab külastajat: nõusolek ei saa tekkida üksnes veebilehe kasutamisest, see peab olema aktiivne tegevus. Bännerit lugenud külastaja arvab, et nõusolek on juba saadud ja keeldumine ei muuda midagi. 2) CookieScripti deklaratsioonis on jaotises „Hädavajalikud küpsised“ – küpsised, milleta veebileht ei toimi ja mis seatakse ilma nõusolekuta – neli Hotjari küpsist: _hjIncludedInPageviewSample, _hjAbsoluteSessionInProgress, _hjFirstSeen ja _hjIncludedInSessionSample. Hotjar on külastajate käitumise salvestamise ja analüüsi teenus ega ole veebilehe toimimiseks vajalik. Sellise liigituse korral laseb nõusolekuplatvorm selle läbi ilma nõusolekuta niipea, kui see sisse lülitatakse. Samal ajal ei mainita deklaratsioonis üldse Google reCAPTCHAt, mis mõõtmise käigus laaditakse kõigil üheksal lehel enne mis tahes valikut ja vahetab regulaarselt andmeid aadressiga www.google.com. Täielik tehniline dokumentatsioon on avaldatud aadressil: https://gdpru.eu/en/audits/ee-utilitas-ee/ 3. Sätted, mille järgimist palun kontrollida IKÜM art 4 p 11 / art 7 lg 1 / art 5 lg 1 p a — bänner käsitleb nõusolekuna juba veebilehe kasutamist; IKÜM art 13 lg 1 p e / art 5 lg 1 p a — küpsiste deklaratsioon liigitab Hotjari hädavajalikuks ega nimeta reCAPTCHAt 4. Nõue Palun kontrollida kirjeldatud asjaolusid ja mittevastavuse kinnitamisel kohaldada IKÜM artikli 58 lõikes 2 ette nähtud meetmeid. 5. Lisad Täielik tõendusmaterjal — HAR-fail, kontrollsumma SHA-256 ning veebisaidi privaatsuspoliitika tsitaat, mis dokumenteerib nimetatud vastuolu — on avaldatud ja kontrollitav punktis 2 viidatud lingil. Lugupidamisega, [Teie nimi] [kontakt-e-post] [Riik] [Kuupäev]