PROTECTION OF YOUR PRIVACY
WHAT KINDS OF PERSONAL INFORMATION DO WE COLLECT?
‘Personal information’ is information or an opinion, in any form (whether true or not), about an identified individual or an individual who is reasonably identifiable.
The kinds of personal information we collect and hold about you will depend on the circumstances of collection, including whether we collect the information from you as a customer, supplier, stakeholder, job applicant or in some other capacity.
For example, if you are a customer or a potential customer, we may collect your name, address, telephone number, date of birth, other forms of identification and information about your financial circumstances, credit worthiness, credit history and the conduct of your account (including metering data). We may also collect sensitive information about you (see Do we hold sensitive information about you?). If you deal with us in some other capacity (for example, as a community representative or other stakeholder), we may collect your name, contact details and any other information
you choose to provide to us.
If we’re unable to collect your personal information, we may not be able to provide you with our products or services or do business with you or the organisation with which you are connected.
HOW DO WE COLLECT YOUR INFORMATION?
We may collect personal information in a variety of ways, including from you directly (including when you interact with us in writing, electronically or via telephone), when you visit our website (including when you submit a quote or contact form), when you participate in our events or promotions, when we supply products or services to you and from public sources of information and marketing and similar lists which are legally acquired by us.
At all times the collection of this information is obtained by lawful means in a manner that respects your privacy.
HOW DO WE USE YOUR INFORMATION?
Your privacy is respected, and we do not sell, rent or trade your personal information.
We use personal information for a variety of purposes to effectively conduct our business, including to:
- To provide you with a personalised shopping experience
- For fraud monitoring and prevention purposes,
- To register purchase and/or establish an account for future purchases that you have consented to,
- To facilitate the renewal of subscriptions for products and services,
- supply our customers with products and services, and to administer and manage the supply of products and services (including billing and collecting debts)
- provide our customers and prospective customers with information about us and our products and services, including how use of our products or services can be improved
- gain an understanding of our customers’ needs in order to provide better products and services and maintain our high levels of customer service
- conduct research and development
- conduct appropriate checks for credit-worthiness and for fraud
- comply with our legal and regulatory obligations
- manage our relationships with our suppliers and stakeholders
- to consider job applicants for current and future employment.
We may also use your information for other purposes required or authorised by or under law (including purposes for which you have provided your consent).
HOW DO WE STORE YOUR INFORMATION?
We may store your information in hardcopy or in electronic form on computer servers that are located in Australia. We take steps to protect the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure.
DO WE PROVIDE YOU WITH INFORMATION ABOUT PRODUCTS AND SERVICES?
If you are a customer or a potential customer, we may use your personal information to provide you with information on products, services and offers (from us or our related companies) that we believe may be relevant to you or that you would be interested in, even after you cease acquiring products or services from us, and you consent to us doing so for an indefinite period of time unless and until you opt out of receiving marketing communications (see below).
You consent to us sending you the information by direct mail, email, telephone and SMS and MMS, unless and until you tell us not to contact you in these ways.
HOW CAN YOU OPT OUT OF RECEIVING INFORMATION ABOUT PRODUCTS AND SERVICES?
How to opt out of receiving marketing communications
You can opt out of receiving marketing communications in any of the following ways:
- by sending an email to firstname.lastname@example.org
- by calling our team: 1300 13 95 96
In some circumstances we may need to contact you to obtain additional information, to verify your identity or to clarify your request.
Information required to opt out of receiving marketing communications
Please let us know whether you wish to opt out of all marketing communications or marketing communications by specific contact channel(s). You may opt out of receiving marketing communications by:
- Direct Mail
- SMS and MMS
- All Channels
Please provide your contact details for each of the channels you wish to stop getting marketing communications through. Note: these details are used to ensure you are not included in direct marketing lists, so please make sure your information is complete and accurate.
If you are a customer, please provide your customer or account numbers so that your request can be confirmed against your customer details.
HOW DO WE MAKE SURE THE INFORMATION WE HOLD ABOUT YOU IS CURRENT?
We take reasonable steps to ensure that the personal information we collect, use and disclose is accurate, up to date, complete and relevant.
DO WE RECORD YOUR PHONE CALLS TO US?
Yes, there are two instances where your phone calls may be monitored. The first is for training, service quality control and compliance purposes, where we may record and monitor telephone calls between you and us. The second is to record details about an issue when requesting technical help.
HOW CAN YOU CORRECT YOUR INFORMATION?
Please let us know if the personal information we have about you is inaccurate, incomplete or out of date and we will take reasonable steps to correct it, including any information relating to credit.
WHAT IF YOU DISAGREE WITH OUR DECISION?
Where we make a decision about you or affecting you, you may ask us to explain the basis on which that decision was made, and you may ask to see the personal information (if any) on which our decision is based (see How can you get access to your information?).What if you have a complaint?
Please contact the Privacy Officer using the details below if you have any concerns or complaints about the way we have collected or handled your personal information (including in relation to credit). We will investigate your complaint and respond to you in writing within 30 days. For complaints specifically related to credit, we will also provide you in writing, within 7 days, an acknowledgement that your complaint has been received, setting out how it will be dealt with by us. If you are not satisfied with our response, you can contact us to discuss your concerns or lodge a complaint with the Australian Information Commissioner (www.oaic.gov.au).