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Our commitment to your privacy
ENERGEX distributes electricity to rural, residential, industrial and commercial customers in the South East Queensland region and provides other related services such as specialised engineering services, metering applications and energy solutions.
ENERGEX is committed to protecting the privacy of your personal information and ensuring that you are comfortable in supplying us with your personal information.
ENERGEX is bound by the National Privacy Principles contained in the Privacy Act 1988 (Cth). These National Privacy Principles set out principles for the management of your personal information. If you want to know more about these principles a copy can be found at (www.privacy.gov.au).
About this Policy
This Privacy Policy sets out how ENERGEX manages your personal information. It also describes the sorts of personal information that is collected, how that information is collected, used and disclosed. We encourage you to check our website regularly for any updates to our Privacy Policy.
More information about our provacy policy can be seen below. You can expand the sections by clicking on the topics. Alternatively, you can expand all or collapse all.
Personal information is any information that identifies you or by which your identity can be reasonably determined. To provide its services to you ENERGEX or ENERGEX acting on behalf of your electricity retailer may ask you to submit personal information. ENERGEX may collect any one or more the following information about you:
- Name
- Telephone number
- Postal address
- Street address
- Email address
- Transactions with us after your connection
- Other information we consider necessary.
ENERGEX may also collect health information, for example supply of electricity to customers on life-support equipment.
While there may be no obligation to provide ENERGEX with such personal information, if you choose to withhold that information ENERGEX may not be able to provide you with the products or services that you require.
We may collect information about you in the following ways:
- Communications between you and us by phone, written correspondence, email, forms and through our website
- Our transaction records about you
- Third parties such as your electricity retailer, electrical contractor or your representatives
- Data and market research services
- Publicly available sources.
ENERGEX may use your personal information to:
- Connect and supply you with electricity
- Attend to any safety or emergency issues such as power lines down
- Undertake meter readings
- Attend to other network related issues such as maintenance, vegetation management, street lighting
- Attend to services, issues or changes that you have requested to us or to your electricity retailer such as connections, disconnections, life support requests
- Notify your retailer of issues that relate to your electricity service
- Attend to any other request you may have made to us or your retailer
- Communicate with you in relation to other issues in which you may be interested
- Conduct consumer research to improve our network
- Conduct marketing and market research by us in relation to energy utilisation and associated services.
- Address any query, feedback or complaint that you may raise with us or your retailer
- Protect your personal information from unauthorised access
- Attend to any other purpose notified to you at the time of collection of the personal information or which you have consented to
- Comply with law or as we are required or permitted by law or our distribution authority
- Contact you for any other reason.
ENERGEX provides its goods and services to you with the assistance of related companies, contractors, agents and suppliers. As a result without limiting the foregoing, where it pertains to your electricity supply or for other energy utilisation related purposes we may disclose your personal information to service providers including providers of:
- Electricity retail services
- Connection and repair services to your premises
- Electricity distribution services
- Network planning and development services
- Services of printing and posting energy related information
- Data and records storage services
- Information technology services
- Meter reading services
- Marketing, marketing research, website development amd usage services in relation to energy utilisation and associated services
- Equipment installation, maintenance and repair services
- Computer software supply, installation, upgrade and maintenance services.
ENERGEX may also disclose your personal information to:
- Organisations involved in the payments system including financial institutions, merchants and payments organisations
- Your and our professional advisors including our lawyers, accountants and auditors
- The Queensland Energy Ombudsman Office if they are investigating an issue on your behalf
- Enforcement agencies and our regulators including the National Electricity Market Management Co Limited (NEMMCO)
- Our shareholding Ministers and related government officers for the purposes of the Government Owned Corporations Act 1993 (Qld)
- Organisations involved in a transfer or sale of all or part of our assets or business (including account and trade receivables)
- Organisations that have been appointed to wind down any agency or appointed as receiver, manager or administrator of an agency
- Any organisation where the disclosure is required or permitted by law or our distribution authority
- Any other organisation or individual notified to you at the time of collection of the personal information or any other organisation or individual that you have provided your consent (express or implied) for us to disclose your personal information to.
It is important to us to protect your personal information from unauthorised access. We use a range of security mechanisms and procedures to protect the personal information we hold about you. ENERGEX takes all reasonable measures to ensure that your personal information is stored securely both in electronic and physical forms. The pages on our website from which you may forward to us personal information are encrypted. There may be risks associated when you transfer personal information to us from other internet facilities or by email.
If you request it, we must provide you with details of the personal information we hold about you, subject to some exceptions allowed by law where we may refuse you access. We may charge you a reasonable fee for providing this data.
We aim to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. We will take reasonable steps to make sure this is the case. Please let us know if your personal information is not accurate, complete or up-to-date.
You can deal with us anonymously where it is lawful and practicable to do so.
We may amend this policy at any time and from time to time. If we do so, we will post the amended policy on our website so that you will always be aware of how we manage your personal information
Please contact us if you have any queries about this policy. You can contact us:
- By telephone to our Customer Service Centre on 13 12 53
- Through our online feedback form.
- By writing to:
- The Customer Relations Manager
ENERGEX
GPO Box 1461
BRISBANE QLD 4001
- The Customer Relations Manager
If you have a complaint about the way we have collected, used or disclosed your personal information please contact us. We take complaints about privacy concerns seriously. If you are not satisfied with the outcome of your complaint, you may refer your complaint to the Federal Privacy Commissioner by contacting 1300 363 992 or by visiting the website at (www.privacy.gov.au).
If you have a complaint about the way the Queensland Energy Ombudsman Office has managed your personal information please contact the Queensland Energy Ombudsman Office directly by visiting their website at (www.eoq.com.au) for further details.