(Including Credit Reporting Policy)
Effective Date: 18 November 2020
The AGL Group provides a wide range of energy and other products and services. This policy describes how we handle your personal information and credit – related information.
The AGL Group (AGL Energy Limited and its related companies) provides gas, electricity and energy-related products and services, telecommunications products and services, including broadband internet, mobile and home phone services and other products and services.
This policy describes how the AGL Group handles your personal information and credit-related information. You can find out more about the AGL Group. Some members of the AGL Group maintain individual privacy and credit reporting policies, available on the website of that AGL Group member and, if they do, that individual policy will apply instead.
We keep your information safe. We aim to be clear and open about what we do with it.
We understand that your privacy is important to you, and we value your trust. That’s why we protect your information and aim to be clear and open about what we do with it.
Personal Information has the meaning given in the Privacy Act 1988 (Cth) (Privacy Act) and includes information that identifies you or can be reasonably linked to your identity.
Credit-related information is information about how you manage your credit, the credit that you have applied for or obtained, your payment history and creditworthiness and the information contained in your credit file.
When we collect this information, we follow the obligations set out in the Privacy Act and the Privacy (Credit Reporting) Code 2014.
We collect information about you when you interact with us. We may also collect information about you from other people and organisations, including other AGL Group members.
We only collect your personal information when an AGL Group member needs it to provide our products and services or to comply with the law. The kinds of information that we collect depends on how you interact with us. Here are some examples.
We collect the name and contact details (landline, mobile, email) of AGL Group member customers and their authorised representatives as well as shareholders, business contacts, job applicants, contractors and others. We may also collect:
We collect information when you interact with us using the channels we make available to you – online, through our app, direct contact with our contact centre, social media, and using voice tools (including Amazon Alexa and Google Home).
If you give us personal information about other people, we will assume that they have agreed that you can do this.
The Privacy Act protects your sensitive information, such as information about your health or ethnicity. Where we need this information for your account (for example, to ensure continuous service to your property or to assist with translation services), we’ll ask for your permission — except where otherwise allowed by law.
We use your information to deliver our products and services, manage our business and comply with the law. We also use your information for other reasons, such as to better understand you and your needs.
We collect and use your information, so we can:
An AGL Group member may also collect and use personal information to assist other AGL Group members with any of the above activities. If we don’t have your personal information, we may not be able to do these things. For example, we may not be able to deliver the products or services you have asked for or respond to your questions.
We, and other AGL Group members, may also use your personal information to tell you about products or services that any of us think you might be interested in, including products and services offered by other members of the AGL Group. We, and other members of the AGL Group, may send you marketing messages in various ways, including by mail, email, telephone, SMS, and digital marketing including advertising through any AGL Group apps, websites, social media or third-party websites.
If you tell us how you would prefer to be contacted, we will contact you in that way where we can.
If you don’t want to receive direct marketing messages, you can opt out by:
Please note that we may still send you important administrative and safety messages even if you opt out of receiving marketing communications.
We’re always working to develop and improve our products and services, and improve our processes to ensure that they and we better meet your needs.
New technologies let us combine information we have about our customers and users with data from other sources, such as other AGL Group members, third-party websites or the Australian Bureau of Statistics.
We also collect information about people that does not identify them such as website and advertising analytics, and data from service providers.
We analyse this data to help us learn more about our customers and improve our products and services. Where we work with partners or service providers to do this, we do not pass on personal information about you.
We share your information for the purposes set out in section 4, with our service providers, and to comply with the law. When we do this, we take steps to keep your information safe.
We share your personal information with other people and companies where we need to for the purposes set out in section 4. This includes sharing:
We also share personal information with people and organisations that help us with our business, such as professional advisors, IT support, and corporate and administrative services including mercantile agents (including debt collectors) and debt buyers. We only do this where it’s needed for those services to be provided to us. When we do this, we take steps that require our service providers to protect your information.
The credit reporting bodies we use include:
|Equifax Australia (formerly Veda)
GPO Box 964
North Sydney NSW 2059
Phone: 13 83 32
|Illion (credit reporting & default listing)
Formerly Dun & Bradsheet)
PO Box 7405, St Kilda Rd
Melbourne VIC 3004
Phone: 13 23 33
North Sydney NSW 2060
Phone: 1300 783 684
GPO Box 276
Sydney NSW 2001
Phone: 1300 501 312
You can contact those credit reporting bodies or visit their websites to see their policies on the management of credit-related information, including details of how to access your credit-related information they hold. You have the right to request credit reporting bodies not to:
Some of our service providers are located or operate outside of Australia. Where we need to, we send them information so that they can provide us services. The countries where our service providers may be located are India, Indonesia, Fiji, New Zealand, the Philippines, South Africa, the USA, the UK and some member states within the European Union.
We train our staff in how to keep your information safe and secure. We use secure systems and environments to hold your information. We only keep your information for as long as we need it.
We take steps in accordance with the Guide to Securing Personal Information published by the Office of the Information Commissioner, to secure our systems and the personal information we collect.
Here are some examples of the things we do to protect your information.
|Staff obligations and training||We train our staff in how to keep your information safe and secure.
Our staff are required to keep your information secure at all times, and are bound by internal processes and policies that confirm this.
Access to personal information is controlled through access and identity management systems.
We have security professionals who monitor and respond to (potential) security events across our network.
|System security||We store your information in secured systems which are in protected and resilient data centres.
We have technology that prevents malicious software or viruses and unauthorised persons from accessing our systems.
We also share non-personal information about how people use our websites with security service providers to ensure that our websites are protected.
|Services providers and overseas transfers||When we send information overseas or use service providers that handle or store data, we require them to take steps to keep your information safe and use it appropriately.
We control where information is stored and who has access to it.
|Building security||We use a mix of ID cards, alarms, cameras, guards and other controls to protect our offices and buildings.|
|Our websites and apps||When you log into our websites or app, we encrypt data sent from your computer or device to our system so no-one else can access it.
We partner with some well-known third parties as alternative ways to access your online account.
|Destroying or de-identifying data when no longer required||We aim to keep personal information only for as long as we need for our business or to comply with the law.
When we no longer need personal information, we take reasonable steps to destroy or de-identify it.
You can ask to see a copy of the personal information or credit-related information that we hold about you or ask us to update or correct it.
You can ask us for a copy of the personal information or credit-related information that we hold about you by contacting us. Before we give you your information, we will need to confirm your identity.
You can also log in to your account (found at My Account for AGL accounts), to access your billing information and update your contact and payment details. To access other information, you may need to contact us.
See section 9 for details on how you can contact us.
We try to make your information available within 30 days after you ask us for it. If it will take longer, we’ll let you know.
In some cases, we can refuse access or only give you access to certain information. For example, we’re not able to let you see information that is commercially sensitive. If we do this, we’ll write to you explaining our decision.
You can ask us to correct or update any of your personal information or credit-related information that we have. If we’ve given the information to another party, you can ask us to let them know it’s incorrect.
If we don’t think the information needs to be corrected, we’ll let you know why. You can ask us to include a statement that says you believe our record about you is inaccurate, incomplete, misleading or out of date.
If you’re concerned about how we’ve handled your information, let us know and we’ll try to fix it. If you’re not satisfied with how we handled your complaint, you can contact the Australian Privacy Commissioner.
If you are concerned about your privacy or how we’ve handled your personal information, you can make a complaint and we’ll try to fix it. See section 9 for details on how you can contact us. If you’re not satisfied with how we handled your complaint, you can contact the Australian Privacy Commissioner.
You can read more about how we handle complaints on our ‘Our Commitments’ page. You can also read our Complaints and Dispute Resolution Policy (AGL Energy) (PDF) or Complaints Handling Policy (AGL Telecommunications) (PDF). You can find the complaints handling policies for other AGL Group members (such as Southern Phone Company) on that AGL Group member's website.
If you’re not satisfied with how we have managed your privacy complaint, you can contact your local Ombudsman at any time for advice or to make a complaint. The Ombudsman is independent, and their services are free. You can also contact the Australian Privacy Commissioner who can be found at the Office of the Australian Information Commissioner (OAIC).
If your complaint relates to energy products or services, you can contact the Ombudsman for your state.
If you are in New South Wales and your complaint relates to energy products or services, you can contact the Energy and Water Ombudsman NSW.
|New South Wales||Energy and Water Ombudsman NSW
Reply Paid 86550
Sydney South NSW 1234
Phone: 1800 246 545
If you are in Victoria and your complaint relates to energy products or services, you can contact the Energy and Water Ombudsman Victoria.
|Victoria||Energy and Water Ombudsman Victoria
Reply Paid 469
Melbourne VIC 8060
Phone: 1800 500 509
If you are in Queensland and your complaint relates to energy products or services, you can contact the Energy and Water Ombudsman Queensland.
|Queensland||Energy and Water Ombudsman Queensland
PO Box 3640 South Brisbane BC
Phone: 1800 662 837
If you are in South Australia and your complaint relates to energy products or services, you can contact the Energy and Water Ombudsman South Australia.
|South Australia||Energy and Water Ombudsman South Australia
GPO Box 2947
Adelaide SA 5001
Phone: 1800 665 565
If you are in Western Australia and your complaint relates to energy products or services, you can contact the Energy and Water Ombudsman Western Australia.
|Western Australia||Energy and Water Ombudsman Western Australia
PO Box Z5386
St Georges Terrace
Perth WA 6831
Phone:1800 754 004
You can also make a complaint to the Australian Privacy Commissioner in the Office of the Australian Information Commissioner (OAIC).
|Office of the Australian Information Commissioner
PO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
To ask us a question, access your personal information, request a correction to your personal information, make a complaint, or get a printed copy of this policy, you can use our online enquiry form. Or you can contact the customer service team of the relevant AGL Group member, details of which are set out below.
|AGL Customer Advocacy
Locked Bag 14120
MCMC VIC 8001
|AGL Telecommunications Customer Service Centre
6 Page Street
Moruya NSW 2537
Phone: 1300 361 676 (available 8am-8pm AEST, 7 days a week).
|Southern Phone Customer Service Centre
6 Page Street
Moruya NSW 2537
PO Box 7971,Cloisters
Square PO, WA 6850