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AGL Assistant Privacy Collection Notice

Our AGL Assistant is an AI-powered virtual assistant designed to help answer your questions. Depending on your query, our AGL Assistant may:

  • interact with you to answer your questions and help you;
  • sometimes 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 AGL Assistant GenAI Disclaimer.

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 interact with the AGL Assistant as a guest user and 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.

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.

Certain questions you ask the AGL Assistant may be answered by generative AI (our AI Assistant). We will let you know using an in-chat disclaimer when we are using generative AI to assist us with your query.

If your query is being handled by generative AI 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. 

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 may be shared with our generative AI services to provide an AI generated response to your query, in some cases.

Our generative AI services do 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.

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.

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