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AGL Assistant Privacy Collection Notice

Our AGL Assistant is an AI-powered virtual assistant designed to help answer your questions.

By using AGL Assistant, you understand that AGL may handle your personal information in accordance with this Privacy Collection Notice.

Depending on your query, our AGL Assistant may:

  • interact with you to answer your questions and help you;
  • use generative AI to provide you with a response by drawing on information from certain AGL webpages; 
  • provide you with links and videos that may be relevant to your query;
  • assist you to add your concession card details to your AGL account;
  • assist you to update your mailing address;
  • assist you to submit a move-out request for your energy or telecommunications service; or 
  • direct you to an AGL customer service team member to assist you with your query.

For more information about the terms that govern your use of the AGL Assistant and how the AGL Assistant may use generative AI, please see our Online Services Terms and Conditions and Important things to know about how we use AI.

Does AGL Assistant collect your personal information?

Yes. The AGL Assistant may collect personal information from you when you interact with it. Please see the section below for more information about the types of information we may collect, how we collect this and why we may collect and use your personal information. 

What happens if you do not want to provide personal information?

You are in control of what information you share with AGL. You should carefully consider what information you want to share with us via the AGL Assistant.  

If you do not want AGL to collect or handle your personal information, please do not provide us with any personal information and interact with the AGL Assistant as a guest user. If you have previously logged on to your AGL Account, please clear your cache using your browser settings before interacting with the AGL Assistant. By doing this, you will be able to chat to us without us linking you to your AGL Account or identifying you.

However, if you do not provide us with your personal information, we may not be able to assist with your query, for example, we may not be able to assist you to create an account.

What types of personal information do we collect and why?

If you ask the AGL Assistant to update your mailing address or to process a move-out for your energy or telecommunications service, the AGL Assistant will ask for your new mailing address.

If you interact with our customer service team members via the AGL Assistant, we may ask for your personal information if we need it to assist with your query.    

For example, if you request our team members to help you create an account, our team members may collect information from you such as your name, address, contact details, concession card information, life support requirements, billing information and payment information such as bank account details and credit card details.

They may also collect personal information about other people that you choose to provide. We do not require personal information about other individuals to respond to your request, so please ensure you have their consent before you provide their personal information. 

Our customer service team will handle any personal information you provide to them via the AGL Assistant in accordance with our Privacy Policy and any notices they provide to you at the time of collection. 

If you interact with our customer service team members via the AGL Assistant in relation to accepting a particular offer, we may use your details in accordance with our Privacy and Credit Reporting Policy. 

We may share your personal details with AGL Group entities to align your details across your energy and telecommunications accounts. We may conduct a credit check and consider your history with us.

If you ask the AGL Assistant to add your concession details to your AGL Account, the AGL Assistant will ask for your concession card number. It will also ask you if you consent to AGL using your name, postcode and concession card details from Services Australia or the relevant government department to verify your concession eligibility. 

If you do not provide this consent for AGL to validate your details, the AGL Assistant will not be able to add a concession to your account and will notify you of this in your conversation.

AGL may also collect certain information such as your browser type, operating system or information about how you interacted with AGL Assistant, via cookies, pixels or similar tracking technologies we deploy on our website and mobile apps in order to maintain your access to active or ongoing conversations and track customer engagement with AGL Assistant. 

These technologies do not specifically identify you unless you otherwise provide personal information to us that enables identification, for example, by logging into your Account. As such, information collected through these technologies may be personal information.

If you talk to the AGL Assistant when you are logged on to your AGL Account (this includes where you have started interacting with the AGL Assistant and then log on to your AGL Account partway through that interaction), AGL will save a record of your interactions with the AGL Assistant to: 

  • respond to your questions that you ask the AGL Assistant, including to connect you with a team member if your query cannot be answered by AGL Assistant;
  • provide continuity of customer care when responding to customer queries;
  • improve our AGL Assistant, our website and mobile applications and our products and services; 
  • train our AGL customer service team members that respond to customer queries; and
  • to assist our customer service team members to provide you with tailored product and service recommendations based on your queries.

AGL also uses AI tools to review and summarise your interactions with the AGL Assistant to assist with the above.

If we don’t need your personal information for internal business purposes, we may de-identify your personal information before we use it for these purposes.

AGL Assistant will use generative AI to respond to your query (our AI Assistant). If our AI Assistant cannot answer your query, we will connect you with a customer service team member. 

If your query is being handled by our AI Assistant and you provide us with any personal information, we will use a masking tool to identify and redact your personal information (Masking Tool) before your query is processed by our AI Assistant. 

Our Masking Tool is designed to be a privacy protective measure but it may not always identify and mask your personal information accurately. This means your personal information in some cases, may be shared and used by our AI Assistant to provide an AI generated response to your query. 

Our AI Assistant does not store your personal information or any information that it receives to respond to your queries. However, AGL will retain a record of all chats for the purposes described above.

In some circumstances, the AGL Assistant may expressly prompt you to provide your personal information (for example, your concession card details). In those cases, your information will not be handled by the AI Assistant but will be collected by AGL in accordance with this collection notice.

Who will we share your personal information with?

We may share your personal information with our service providers and people and organisations as described in our Privacy Policy. We will only do this where we need to for the purposes described in this notice.

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, and to which personal information is likely to be disclosed, include India, Indonesia, Fiji, Japan, Malaysia, New Zealand, the Philippines, South Africa, the USA, the UK and some member states within the European Union.

How can you find out more information?

You can read our comprehensive Privacy Policy. for more information on how AGL generally handles your personal information (including who we share your information with, other ways in which we may use your personal information, how to disable cookies and tracking technologies, how you can request access or correction of your information and how we handle complaints).

Contact us 

If you have any questions or feedback about our AGL Assistant or how we handle personal information, you can contact AGL using our online enquiry form or the details set out at section 9 in our Privacy Policy.

Important things to know about how we use AI

Our AGL Assistant may use generative artificial intelligence (GenAI) to answer your questions. It’s important that you know:

  1. Our chatbot may use GenAI to respond to your query by drawing on information from certain AGL webpages (some of which may include information from third party sources).
  2. We cannot guarantee the responses generated using GenAI will be accurate and even if its answers appear correct, they may still contain material inaccuracies.
  3. Our chatbot is not an energy consultant or financial advisor and it can’t provide you with professional advice. If you have any queries of this nature, please speak to a professional in the relevant field.
  4. Our chatbot provides information of a general nature. For tailored recommendations on plans and pricing, you should speak to one of our team members.
  5. If our chatbot make assertions about a product or service, please check the relevant product or service page linked for applicable citations and disclaimers. 
  6. Please don’t provide our AGL Assistant with any personal, confidential or any other information that you do not have permission to share with us.
  7. In certain circumstances, we may expressly request your personal information to assist with your query, such as your concession card details, if we collect this information we will collect this in accordance with AGL Assistant Privacy Collection Notice.
  8. Please be respectful while using our AGL Assistant and only ask it AGL-related queries.
  9. If the AGL Assistant cannot assist with your query, you will be been connected with a customer service team member to address your query, we’ll let you know when this happens.
  10. AGL will keep a record of your chat and any feedback that you provide to improve the AGL Assistant’s capabilities and AGL’s products and services. AGL uses AI tools to help review and summarise your chat for quality, training and record-keeping purposes.
  11. We may include links to third-party websites for you to consider further as part of our response (such as Government websites). We have no responsibility for information contained in third party website links.
  12. If you are logged into your AGL account when you use the AGL Assistant, please see the AGL Assistant Privacy Collection Notice on how we may handle your personal information. 
  13. By using our AGL Assistant, you agree that you have read this Disclaimer and AGL's Online Services T&Cs.