AGL Privacy Policy(including Credit Reporting Policy)

We collect the full name and contact details (for example, landline, mobile, email) of AGL Group member customers, prospective customers and their representatives as well as shareholders, business contacts, job applicants, contractors and other parties that interact with us. We may also collect:

• If you are a customer or prospective customer: your date of birth, address (supply and mailing if different), address history (where relevant), concession details (where applicable), other forms of identification (such as driver’s licence, Medicare card or passport details), payment details, ABN (if applicable), information about your property (including your metering identifier) and information about your interactions and transactions with us.
• If you have an energy plan with us: the items referenced in 'if you are a customer or prospective customer', as well as information about your use of our energy products and services, including energy usage at your premises. For example, how much energy you use and when you use it. We may also collect information about appliances used and the timing and efficiency of use where you have sensors or other technology installed, as well as information that we may be required to collect under energy laws or at the request of a government agency.
• If you have a telecommunications plan with us: the items referenced in 'if you are a customer or prospective customer', as well as information about which telecommunications products and services we provide you (including information about devices), your use of those products and services including phone, internet and network usage, such as the time and duration of your communications, as well as information that we may be required to collect under telecommunication laws or at the request of a government agency.
• If you are an authorised contact or representative on another customer’s account, including under the Consumer Data Right (CDR) regime: date of birth, address, email, your relationship with our customer, payment details, business/trading name and ABN (if applicable) and information about your organisation’s property and operations (if applicable) that you tell us. We may also collect this information from the customer about you. If you are given an authority to act on behalf of a customer, we will also collect details of your authority (such as the type, scope and duration of the authority) under which you have been appointed to act from relevant documents provided by you or the customer. See also 'Information we collect under the consumer data right regime' below.
• If you are an owner of a site used by an AGL Group member or own a site with AGL Group assets (or are an authorised contact or representative of an owner): your bank account details, business address and ABN (if applicable).
• If you lodge a complaint with us: the details you provide about you and your complaint.
• If you are a shareholder: your physical address and your tax file number (if you provide it).
• If you apply for a job with us: information that you provide about your right to work, employment history, qualifications and ability.
• If you are a contractor of an AGL Group member: your organisation, date of birth and physical address.
• If you access an AGL Group workplace or site: subject to our internal policies and procedures, we may collect certain sensitive information such as medical information (including vaccination status) or medical exemption information.

How we collect your information

We collect information when you interact with us using the channels we make available to you, including online, through our app, direct contact with our contact centre, social media, using voice tools (including Amazon Alexa and Google Home), or via field visits or face-to-face interactions.  

If you give us personal information about other people, we will assume that they have agreed that you can do this.

Sensitive information

Sensitive information is a subset of personal information and is defined in section 11 of this Policy. It is afforded a higher level of protection under the Privacy Act compared to other personal information. Where we need sensitive information for your account (for example, to ensure continuous service to your property or to assist with translation services), we will seek your consent before we collect and use this information unless an exemption applies, including where we are permitted or required to do so by law.

In some cases, sensitive information (such as medical information or medical exemption information) may be requested as part of your role with us, or where you visit one of our workplaces or sites. We will collect this information with your permission or where you are required by law to provide it to us. If you are an employee, once your information has been collected, it becomes an employee record and this policy does not apply. However, we will continue to treat your information in accordance with our obligations under applicable laws (such as the Fair Work Act 2009 (Cth)) and our policy for the management of employee records.

• When you get a quote to apply to open an account with us: your credit information, including repayment history information.
• When you set up an account with us or when your account is in default we may collect credit-related information from credit reporting bodies about you. This includes credit scores or assessments of your creditworthiness. We also collect this information in circumstances where you are a director or guarantor of a customer whose credit we check when the customer sets up an account with us or when the customer’s account is in default. When necessary, we also collect credit-related information from other AGL Group members, public sources and other third parties (including government sources).
• When we need to confirm your identity: we collect information from you and share it with third parties via the Australian Government’s Document Verification Service, to match that information with official record data and to generate an information match result.
• When we are unable to get in contact with you about your AGL product or service: we collect up-to-date contact information from public sources and third parties (such as debt collection agencies), but only where it is unreasonable or impracticable to obtain this information directly from you.
• When you participate in market research: information about you and your responses from the service provider that conducted the research.
• When you engage with our sales partners: your first name, last name, address and contact details, so we can contact you about products you may be interested in.
• If you are a customer of us or any AGL Group member: we may collect your property address and other publicly available information about you from third parties and match that information with our existing records to infer other personal information.
• If you are a business contact for our customers or service providers: your first name, last name, job title and contact details.
• If you are an existing customer of another AGL Group member: your first name, last name, contact details, date of birth, forms of identification (such as your driver licence, Medicare card or passport details), your customer identification reference with the AGL Group member, your preferences regarding direct marketing and telemarketing, information regarding complaints, hardship attributes, billing and payment information, and your usage and consumption information. We may also collect certain sensitive information (such as whether you require priority assistance, where that reveals health information), with your consent.
• If you are a shareholder: to comply with the law and manage your shares in AGL, we may collect details about your investment from our shareholder register service provider. You can find more information on our Shareholder Services page on our website.
• If you apply for a job with us: your professional background, qualifications and memberships, and references from your former employers. Where it is relevant to the role, we may also collect screening check information (such as background, medical, drugs and alcohol, criminal records, bankruptcy, directorship and company checks), and abilities testing, including psychometric testing.
• When you participate in programs involving smart home, electric vehicle, or distributed energy products: usage information.

The CDR gives consumers greater access to, and control over, their data. The CDR enables consumers to access certain data about them held by other organisations (data holders), and to authorise sharing of that data with third parties (accredited third parties). Consumers are also entitled to appoint representatives (such as secondary users, nominated representatives, or an individual given an authority to act on the consumer's behalf) to manage and authorise sharing of data under the CDR. The CDR applies to certain AGL Group members as data holders and in some cases as a third-party data recipient or CDR representative. Under the CDR, you can ask accredited third parties to obtain certain data from AGL Group members (including through a representative), to enable those accredited third parties to provide products or services to you, or to a consumer that has appointed you as their representative.

Under the CDR, there are specific classes of information that data holders must provide, this is referred to as CDR data.  In AGL’s case, this includes information about electricity contracts, as well as information about the consumer’s accounts, billing arrangements and electricity usage – it may also contain personal information about you or, if you are a representative, about the consumer you have been appointed to represent.

If you make a request under the CDR, on your own behalf or as a representative, we may collect data from accredited third parties and disclose that data to you and/or the consumer, those accredited third parties, other data holders and / or our service providers, in accordance with your instructions.

We may also use and disclose your personal information, or that of the consumer if you are their representative, to allow us to do the following:

• provide you with an online dashboard to manage the consumer’s data and disclosures (this dashboard is operated by our service provider);
• provide an accredited third party with your data, or the consumer's data if you are their representative (such as electricity usage or billing information) at the consumer’s request, to enable the third party to provide products or services to the consumer, or provide you, the representative, or the consumer with that data; or
• request electricity usage and energy generation and storage data from the Australian Energy Market Operator (AEMO), which we will then provide to an accredited third party.

If you have been appointed as a representative of a consumer in their capacity as an AGL Group member customer (such as a nominated representative, secondary user or an individual given an authority to act), we may use and disclose your personal information to:

• enable you or the consumer to view and manage details of your appointment;
• provide you with an online dashboard, to manage the consumer’s data and disclosures of that data where permitted (this dashboard is operated by our service provider); or
• manage delivery of the CDR service to the consumer, and to share the consumer’s data with accredited third parties and AEMO.

If personal information we hold about you is also CDR data under the CDR, you may have additional rights relating to that CDR data. For more information about these rights, including your eligibility and our collection, use and disclosure of CDR data, as well as your responsibilities relating to that CDR data, please see our CDR Policy (PDF). Our CDR Policy applies to our handling of CDR data in our capacity as a Data Holder. We may also collect and use CDR data with your consent to provide you with certain products and services. Where we do, we’ll notify you of the collection and seek your consent in accordance with applicable laws.

Where we are acting as a CDR representative under a CDR representative arrangement, we will let you know the relevant CDR Policy that applies in relation to service data collected under the arrangement.

When you use our website or app, cookies, pixels, tags, and similar tracking technologies (referred to collectively as ‘cookies’) may be used to collect certain information about these interactions such as device and browser characteristics (e.g. device model, browser type and operating system), IP addresses, time and date stamps, and information about the websites you visit and how you used those websites (including links clicked and data selected / entered).

We use AGL Cookies and Third Party Marketing Cookies as follows:

• AGL Cookies: These cookies are set by us or our suppliers whose services we have added to our websites. We do not use or disclose the information collected by these cookies for targeted advertising on third party sites. 
  
  The cookies collect information about your interactions with our websites and app. This information is used (and in some cases disclosed to our suppliers) to manage basic functionality, to improve your experience, to undertake measurement and analytics, to personalise your experience and for other purposes set out in section 4 of this Policy. We enable these cookies by default, but you may be able to manage these cookies through your device settings. If you turn off these cookies, your experience may be affected.
• Third Party Marketing Cookies: These cookies are set by us or our social media and advertising partners. They collect information about your interactions with the site, and the information is disclosed to our social media and advertising partners for targeted advertising on third party sites and analytics. Our social media and advertising partners may combine this information with other information that you’ve provided to them or they have collected from your use of their services. If you opt out of these cookies, you may still see AGL advertisements but they may be less relevant to you.

We are not responsible for the privacy practices of third-party websites which may be linked to or accessible through our websites and app. We recommend you review the privacy policies of any third-party websites or services you access via such websites or apps. 

For more information on the types of cookies we use and why, see our Cookies Notice.