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.

ENERGEX 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.

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, publicly available sources and from our transaction records.

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.

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 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 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)
• 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.

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.

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.

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.

You can deal with us anonymously where it is lawful and practicable to do so.

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 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.

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