Protecting your privacy
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.
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 on the Office of the Australian Information Commissioner website. A copy of the Information Privacy Act 2009 (Qld) can be found on the Queensland Legislation website.
About this policy
The kinds of personal information that we collect and hold
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:
- Telephone number
- Postal address
- Street address
- Email address
- Details of your meter, including location, type and consumption data
- National Meter Identifier (NMI) which is made up of 10 digits plus 1 checksum to identify your connection point
- Arrangements for accessing your property for the supply of our services (such as meter reading), including whether you own a dog
- Transactions or dealings with us after your connection
- Whether you have notified Energex or your retailer that you use life support equipment
- Other information we consider necessary to provide our services to 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.
How we collect and hold your personal information
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.
How we use your personal information
Energex may use your personal information to:
- Verify your identity
- 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 power lines 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 electricity retailer
- Notify your electricity retailer of issues that relate to your electricity service
- Conduct customer and market research to improve our services
- 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 electricity retailer
- 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
For current and former employees or persons applying for a job with Energex:
- We may use your personal information to process a job application where you have applied for a position with Energex
- We will treat employee records in accordance with the Privacy Act 1988 (Cth).
How we disclose your personal information
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:
- Electricity retail and distribution services
- Connection, equipment installation, maintenance and repair services
- Meter reading services
- Network planning, development and maintenance services
- Printing and mailing of energy related information services
- Data and records storage services
- Marketing, market research and website development and usage services. There are specific rules that govern the use of personal information for direct marketing. If your personal information is used for direct marketing purposes, we will always give you the choice to opt out of being part of any future direct marketing activities. We also comply with the Spam Act 2003 (Cth), in that we will not send you commercial electronic messages without your consent.
- 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
- Law enforcement agencies (such as State and Federal Police) and our regulators including the Australian Energy Market Operator (AEMO), the Australian Energy Regulator (AER), the Queensland Competition Authority (QCA) or the Australian Competition and Consumer Commission (ACCC)
- 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 the personal information or you have provided your consent (express or implied) for us to disclose your personal information to an organisation or an individual
- Assist in locating a missing person
- Establish, exercise or defend a legal or equitable claim, or
- A third party for the purposes of a confidential alternative dispute resolution.
Disclosure of personal information to overseas recipients
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.
Security of your personal information
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).
Access to your personal information and seeking to have it corrected
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 on our Right to information webpage . 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)).
Keeping your personal information accurate and up-to-date
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 on our Right to information webpage. 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)).
Anonymity and pseudonymity
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).
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. 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 Office of the Australian Information Commissioner.
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.
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
Updating this policy
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:
- By telephone to our Customer Service Centre on 13 12 53
- Through our Customer Enquiries, Feedback and Complaints Form
- By writing to:
GPO Box 1461
BRISBANE QLD 4001