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Privacy Policy Privacy Statement We understand the importance you place on Privacy. That’s why Energy One is committed to compliance with the laws that protect your personal information. Our Privacy Policy explains what we do in relation to the management of your personal information, as required by the Federal Privacy Act and the National Privacy Principles. At Energy One we collect personal information about you, our customer, including your name, address, date of birth and other relevant identification information so that we and Energy One’s contracted suppliers can provide you with energy and related services. We will keep your personal information confidential and will not disclose it to third parties except as may be permitted or required under the Privacy Act. We will always maintain the confidentiality of your personal information and will not sell, rent or lease it to any other party. We will only use your personal information to provide you with energy, related services and promotions for associated offers which may be of value to you. This may include; electricity, energy efficiency advice, environmentally friendly energy services and products, gas and electric appliance sales, installation, repair and service, and related services from Energy One. Delivering improved value and services to our customers is our commitment. So, from time to time, we may contact you with special offers or information which we believe may be of interest to you. At Energy One we respect your privacy, so we will always advise you of how you may opt out of receiving any further offers in each and every offer communication we send to you. We seek to ensure that all personal information we collect is accurate and complete. You have a right to access the personal information that Energy One holds about you. If you wish to update your details or if you have any questions about your Privacy, please contact us on 1300 137 522 Privacy Policy Collection, use and disclosure If you are a customer of Energy One, we need to collect personal information such as your name, address, other contact details, previous address, occupation information and personal identification so that we can supply you with electricity. We collect this by telephone, in person, in writing or online. Some of the information is needed so we can protect ourselves from possible non-payment and to protect your privacy should you contact us about your account. We also collect information from individuals when we are asked to provide a quote or in response to promotional offers we may make. We use this information to prepare quotations or to enable provision of electricity or any other services (including electrical construction work) which are requested. We use contractors to help us do our work and may need to disclose personal information to our contractors to enable them to carry out this work, which may be to supply you with electricity or other services that you have requested, including construction, connection or maintenance work. We might also use contractors to carry out other business activities on our behalf such as our marketing to you and disclose personal information to those contractors for that purpose. The Government has said customers can choose between electricity suppliers regardless of where you live. If you have moved from another supplier to Energy One, or if you leave us, the law might require the transfer of your personal information between us and the other supplier to enable this to occur. We might also have to disclose your personal information under energy laws, for other legal reasons, to law enforcement agencies or in emergencies. In certain circumstances we might collect information that is sensitive information under the Privacy Act. For instance, we need to know some information about a customer’s health status in relation to the provision of electricity and rebates for life support systems. We will seek your consent before collecting this information from you. Unless you tell us otherwise, we might use your personal information and disclose it to our contractors to inform you about other offers or goods and services available to Energy One customers. If you do not wish to be contacted about these offers you may call 1300-137-522. Information we receive for employment applications will be retained securely by us and may be disclosed to our agents or contractors for the purposes of considering your application. Information we receive for applications for accreditation as service providers will be retained securely by us and may be disclosed as described on any application form or as provided by law. If you contact us on any other matter, such as a compliment or complaint, or seeking information, we will use the information you give us for the purpose for which you provided it. This may include replying to you and forwarding your information to employees within Energy One or to contractors providing services to Energy One so that we can respond to you. We might also need to access our existing records of your account, or previous information you have provided to us if it assists in responding to your matter. Personal details you send to us in these circumstances will not be added to a mailing list or used for any other purpose without your consent. Security Energy One will take reasonable steps to protect personal information we hold from misuse and loss from unauthorised access, modification and disclosure. Access and correction You are entitled to access your personal information on request, unless exceptional circumstances specified in the Privacy Act apply (for example where access would unreasonably interfere with the privacy of others). In some circumstances, we may ask you to apply in writing. We will need to confirm your identity before we can provide you with access to personal information we hold about you. If exceptional circumstances apply and we are entitled to refuse to give you access, we will explain this to you. We encourage you to let us know if you believe any personal information we hold about you is inaccurate, incomplete or out of date. Unless we disagree with you we will update our records. If we disagree with you, and you request us to do so, we may include a statement to the effect that you claim the information is inaccurate, incomplete or out of date with our records. Further information If you have any queries, would like further information or have a complaint concerning your privacy, you may telephone our call centre on 1300-137-522 or write to: The Manager Customer Care, or email us at enquiries@energyone.com.au Alternatively, you may wish to fill out our online feedback form. Dealing with Energy One over the Internet Our website is owned by Energy One and is operated by our contracted Internet Service Provider. We also supply other energy products and services and, occasionally, offer other products and services in conjunction with other suppliers. This section of our privacy statement sets out how we handle information provided by you online so that you can decide whether you wish to continue using our website. The transmission of information to us over the internet is not secure. Other people may be able to intercept or view and collect the information you send over the internet. We will not know if this has happened and cannot guarantee security. Information collected Log files When you view our website, our Internet Service Provider, automatically makes a record of your visit and logs the following information for statistical purposes:
Energy One will not attempt to identify you from these statistics. The information may be used to allow us to improve our services by learning about the parts of our website that are more frequently visited, general patterns of visiting and technologies used. However, a law enforcement agency or other government agency may exercise its legal authority to inspect our Internet Service Provider's logs in certain cases. Cookies Cookies can be either "persistent" or "session" based. Persistent cookies are stored on your computer, contain an expiry date, and may be used to track your usage history of the issuing website. This enhances your use of the website by, for instance, fast-tracking you to the part of the website you most frequently use. Session cookies are used for temporary in-memory storage such as remembering the items currently in your shopping cart. They are short-lived, are used only during a browsing session and expire when you quit your browser. Energy One use session cookies to provide enhanced navigation through our website. We do not gather or store any personal information from session cookies. Energy One use persistent cookies to remember your activities on our website for the sole purpose of enhancing your experience on our website (via increased functionality such as fast-tracking you to the part of the website you most frequently use.) We do not use persistent cookies to identify you personally, or to correlate you personally with your activities on our website. Energy One does not knowingly allow advertisers or any third parties to use any cookies to monitor your use of our website. You can set your browser to delete or reject cookies. If you do, you might not be able to use our website effectively. Feedback/email If you use our feedback form, or email us from our website, we will record the information you give us. If you use our feedback form, or send us an email, the information you give us will only be used for the purpose for which you provided it. This may include replying to you and forwarding your email to employees within Energy One or to contractors providing services to Energy One so that we can respond to your email or feedback. We might also need to access our existing records of your account, or previous information you have provided to us and if it assists in responding to your matter. Your email address and other personal details you send to this site will not be added to a mailing list or used for any other purpose without your consent. Online forms We are providing online forms to connect with Energy One or simply obtain a quote. We require certain personal information to do this. We also give you the option to provide other information that might later be used to tell you about different products and services. Our online forms give you the option to decline to receive such offers. Applying for employment Our website provides an online form for applying for employment with Energy One. The transmission of information to us over the internet is not secure. Other people may be able to intercept or view and collect the information you send over the internet. We will not know if this has happened and cannot guarantee security. Information we receive for employment applications will be retained securely by us and may be disclosed to our agents or contractors for the purposes of considering your application. Special offers, competitions or other activities From time to time we may offer on our website promotions which invite you to register your name and contact details. If you do not provide this information you will not be able to take up the offer or participate in the competition. We will give you the option to decline to allow us to use your information for subsequent marketing purposes should we intend to do so. Changes to this Policy From time to time we may review and change this policy. If so, we will post an amended version of this policy on our website. We recommend you review our online privacy policy whenever you visit our website to ensure you are aware of our current practices concerning the handling of personal information. June 2005 |
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