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 your privacy.
We are also committed to effectively managing the collection, storage, use and disclosure of personal information for the purpose of our business activities in accordance with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) and our record keeping obligations under the Public Records Act 2002 (Qld). We will process requests to access and amend personal information in accordance with Schedule 1, Part 5 of the Privacy Act 1988 (Cth).
If you would like to know more about the Australian Privacy Principles, a copy can be found at www.oaic.gov.au. A copy of the Information Privacy Act 2009 (Qld) can be found at www.legislation.qld.gov.au.
When you or your electricity retailer requests a service from us, such as supply of electricity, we may collect any one or more of the following pieces of information about you:
If you are applying for a job at Energex, we will use your personal information for the purpose of the interview and recruitment process.
Sensitive information is health, genetic or other highly confidential information (such as a person's criminal record, personal preferences or beliefs). We will only collect sensitive information about you with your consent and if the information is reasonably necessary for our functions or activities, subject to certain exceptions (such as threats to health and safety, dealing with unlawful acts or serious misconduct or medical treatment). One example of sensitive information that we may collect from you, where relevant, is health information from customers on life support equipment who wish to register with our prioritycare Program.
While there may be no obligation to provide us with your personal information or sensitive information, it may be essential in order for us to provide the products or services that you require.
We may collect your information via phone, written correspondence, email, our website, social networking websites or forms. Personal information may also be gathered through third parties including your electricity retailer, electrical contractor or your representatives, market research service providers, social networking sites (such as Facebook, Twitter and Youtube), publicly available sources and from our transaction records.
Energex may use your personal information to:
For current and former employees or persons applying for a job with Energex:
Energex provides its goods and services to you with the assistance of related companies, contractors, agents and suppliers. Your personal information we collect is confidential. We may disclose this information to third parties if it is necessary to provide you with your electricity supply or other energy utilisation related purpose. These third parties may include providers of:
Energex may also disclose your personal information to:
We may, in some situations, disclose your personal information to third parties overseas. Before doing so, we will take reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to the information.
If we use a cloud-based service to store and process personal information, such a service may use a server hosted overseas to store data including your personal information.
In some, but not all situations, we can be held responsible for any failure by an overseas recipient to comply with the Australian Privacy Principles in relation to your information.
We will not be responsible for ensuring that an overseas recipient complies with the Australian Privacy Principles if you consent to the disclosure, if the disclosure is required or authorised by law or if it is necessary to prevent a serious threat to health or safety or to deal with unlawful activity or serious misconduct relating to the operations of Energex.
We will not use or disclose a government related identifier (such as a number or symbol used by a Commonwealth, State or Territory authority to identify you) unless it is:
It is important to us to protect your personal information from loss, modification, unauthorised access and misuse. We use a range of security mechanisms and procedures to protect your personal information and will take 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. Please be aware this does not include information provided through other internet facilities such as social networking sites, or via email.
We will store your personal information in accordance with our obligations under the Public Records Act 2002 (Qld).
Australian Privacy Principle 12 of the Privacy Act 1988 (Cth) provides that an organisation must give an individual access to personal information it holds about that individual on request.
Under Chapter 3 of the Information Privacy Act 2009 (Qld), you may also request details of your personal information we hold about you by submitting an Information Privacy Application. The application form is available at www.energex.com.au/about-us/right-to-information. There are no fees or charges payable for the application.
In order to protect your privacy, we need to sight your identification in person or, if your application is made via post, fax or email, we will require you to provide a certified copy of an identification document before actioning your request (as required by the Information Privacy Regulation 2009 (Qld)).
We take reasonable steps to ensure the personal information we collect, use or disclose is accurate, complete and up-to-date. Australian Privacy Principle 13 of the Privacy Act 1988 (Cth) provides that an organisation must take such steps as are reasonable in the circumstances to correct personal information it holds about an individual if it can be established that the information is not accurate, complete, up to date, or relevant or is misleading.
Under Chapter 3 of the Information Privacy Act 2009 (Qld), you also have a general right to amend any personal information we hold about you, where you believe that the relevant information is inaccurate, incomplete, out of date or misleading.
You may do this through submitting an Information Privacy Application, available at www.energex.com.au/about-us/right-to-information. There are no fees or charges payable for the application. In order to protect your privacy, we need to sight your identification in person or, if your application is made via post, fax or email, we will require you to provide a certified copy of an identification document before actioning your request (as required by the Information Privacy Regulation 2009 (Qld)).
You can apply for permission to deal with us either anonymously or by means of a pseudonym. We will generally grant such permission where it is lawful and practicable to do so (examples include: where you wish to make an anonymous complaint and we do not require your actual name to investigate that complaint; where you email us using an email address or contact us via social media using a username that does not contain your actual name).
There might be various operational reasons why it is not practicable to do so or why, in a particular situation, we require a name, address or other personal information in addition to a pseudonym (for example, when we are providing a service to you at your residential address).
Privacy is a sensitive issue and we value your feedback. If you believe we have not adhered to these privacy principles, please contact us. We will respond to your complaint within a reasonable timeframe. If you are not satisfied with the outcome of your complaint, you may refer your complaint to the Office of the Australian Information Commissioner by calling 1300 363 992 or by visiting the website at www.oaic.gov.au.
If you have a complaint about the way the Energy and Water Ombudsman Queensland (EWOQ) has managed your personal information please contact EWOQ directly by visiting their website at www.ewoq.com.au.
If your complaint relating to Energex involves, or may involve, suspected Corrupt Conduct as defined under the Crime and Corruption Act 2001 (Qld) or a Public Interest Disclosure as defined in the Public Interest Disclosure Act 2010 (Qld), please send details in writing to:
Group Manager Internal Audit
GPO Box 1461
BRISBANE QLD 4001
We will amend this policy on a regular basis to ensure it is up to date. To view the latest version, please check our website at energex.com.au or contact us on 13 12 53 to request a copy.
Please contact us if you have any queries about or feedback on this policy. You can contact us:
GPO Box 1461
BRISBANE QLD 4001
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