Protecting 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.
We are committed to protecting the privacy of your personal information and ensuring that you are comfortable in supplying
us with your personal information.
We are also committed to complying with the National Privacy Principles contained in the Privacy Act 1988 (Cth), which govern the management of your personal information.
Visit www.privacy.gov.au, if you want to know more.
About this policy
This Privacy Policy sets out how ENERGEX will collect, use, manage and disclose your personal information. It also describes the type of information we collect.
More information about our privacy policy can be seen below.
Collection of your personal information
Personal information is any information that identifies you or by which your identity can be reasonably determined.
When you or your electricity retailer requests a service from us, such as supply of electricity, we may collect one or more of the following:
- Name
- Telephone number
- Postal address
- Street address
- Email address
- Transactions with us after your connection
- Other information we consider necessary
We may also collect health related information, for example customers on life support equipment who wish to register with our prioritycare system.
While there may be no obligation to provide us with your personal information, it is essential so we can provide the products or services you require.
How we collect your personal information
We may collect your information via phone, written correspondence, email, our website or forms.
Personal information may also be gathered through third parties including your electricity retailer, electrical contractor or your representatives, market research services, social network sites (such as Facebook, Twitter and Youtube), publicly available sources and from our transaction records.
How we use your personal information
ENERGEX may use your personal information to:
- Supply you with electricity, including connections, disconnections, life support and other service requests or changes from you or your electricity retailer.
- Respond to any safety or emergency issues such as powerlines down.
- Attend to network related requirements including maintenance, vegetation management, street lighting, meter readings and any other request you may have made to us or your retailer.
- Notify your retailer of issues that relate to your electricity service.
- Address any ENERGEX related query, feedback or complaint that you may raise with us or your retailer.
- Conduct consumer and market research to improve our services.
- Contact you to provide information, or for any other relevant reasons, including to attend to any other purpose you have been made aware of, or consented to.
- Comply with law, including using your personal information when we are required or permitted by law or our distribution authority.
How we disclose your personal information
We provide our goods and services to you with the assistance of related companies, contractors, agents and suppliers.
Your personal information is confidential.
We may only disclose this information to third parties if it is necessary to provide you with your electricity supply or other energy utilisation related purposes.
These third parties may include providers of:
- Electricity retail and distribution services
- Connection, equipment installation, maintenance and repair services
- Meter reading services
- Network planning and development services
- Printing and mailing of energy related information services
- Data and records storage services
- Marketing, market research, and website development and usage services
- Information technology services including computer software supply, installation, upgrade and maintenance
ENERGEX may also disclose your personal information to:
- Your and our professional advisors including our lawyers, accountants and auditors.
- The Energy & Water Ombudsman Queensland (EWOQ) 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).
- Relevant organisations including those involved in the payments system, the transfer or sale of ENERGEX’s assets or business, or winding 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, or you have either been notified at the time of collection of personal information or you have provided your consent (express or implied) for us to disclose your personal information to an organisation or an individual.
Security of your personal information
It is important to us to protect your personal information from unauthorised access.
We use a range of security mechanisms and procedures to protect your information and will take all reasonable measures to ensure it is stored securely both in electronic and physical forms.
The pages on our website from which you may forward your personal information to us are encrypted.
Please be aware this does not include information provided through other internet facilities or emails.
Access to your personal information
If you request it, we will provide you with details of the personal information we hold about you.
To protect your privacy, we will require proof of identity before actioning your request.
Keeping your personal information accurate and up-to-date
We aim to ensure 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 circumstances change.
Dealing with us anonymously
You can deal with us anonymously where it is lawful and practicable to do so.
How do you make a complaint?
Privacy is a sensitive issue and we value your feedback.
If you believe we have not adhered to these privacy principles please contact us.
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.
If you have a complaint about the way the Energy & Water Ombudsman Queensland has managed your personal information, please contact the Energy and Water Ombudsman Queensland directly by for further details.
Updating this policy
We may amend this policy periodically at any 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.
Enquiries
If you have any queries about privacy, you can submit the Customer Complaints, Enquiries and Feedback Form or call our Contact Centre on 13 12 53.
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