As an energy retailer, we provide energy services to our customers, and we bill them for the energy they use. We have implemented a range of systems and procedures that are designed to ensure compliance with Australian Privacy laws - to protect the personal information of individuals we deal with.
You can contact us at
P.O. Box 353,
Flinders Lane VIC 8009
Tel: 1300 662 778
Fax: 03 9620 1228
COLLECTION OF PERSONAL INFORMATION
The types of personal information we collect and hold
We collect a range of personal information which is necessary for our functions or activities. Generally, we collect the following types of personal information:
- Information to identify our customers – (Names, contact information such as address(es), phone number(s), fax number(s) and/or email address(es))
- Information to contact existing or potential customers about signing up with Momentum, for new services, for research and development purposes and to develop our business systems and infrastructure, including testing and upgrading of these systems (Names, Addresses, email addresses and telephone numbers)
- Additional Identification Information (such as drivers licenses or birth certificate)
- The financial Information of customers (direct debit or credit card information)
- Credit information (credit scoring)
- Concession details of customers who are eligible to receive a government concession relating to their energy (Concession card and/or health card details)
- Information relating to customers’ gas or electricity meters (NMI and/or MIRN)
- Information about our customers’ usage of electricity and gas
- Information relating to people who access our websites for competitions and promotions
- Information relating to our employees, contractors and prospective employees (contact details, date of birth bank details, employment history, psychological testing, referees, criminal records, health checks, performance, salary, superannuation)
- Employee tax file numbers
We may also collect sensitive information in some circumstances, for example:
- the health information of customers who apply for energy concessions and/or life support assistance
- in connection with our hardship processes
- information about our employees (for example, health information and criminal record) for assessing their suitability for employment.
Unless required by law, we will only collect sensitive information about an individual with their consent.
How we collect and hold personal information
We collect personal information about you directly from you, unless it is unreasonable or impractical to do so.
We may also collect your personal information from publicly available sources or from third parties, for example from marketing companies or brokers who may have introduced you to Momentum Energy.
We will collect your personal information on an adhoc or a recurrent basis using the above methods.
We may also collect information about how you use our websites. This information is used to enhance the content and services offered on our websites. The information we capture is information derived from cookies, for example the time of visit, pages visited and statistics about how a page is accessed. Cookies are small text files that are transferred to a user's computer hard drive by a website for the purpose of tracking and storing this type of information. Customers accessing our website directly or indirectly via links in emails sent to them or through advertisements on other websites, may download cookies as part of these processes. Cookies may also be used for other purposes on our website. You can use your browser settings to manage cookies.
WHY WE COLLECT, USE AND DISCLOSE PERSONAL INFORMATION
Purposes of collection
We collect your personal information so we can:
- Identify you and conduct appropriate checks
- Understand your requirements and provide you with energy services
- Set up, administer and manage our operations and the provision of our services
- provide state government concessions and hardship assistance
- process employment applications
- promote and market our products and services to you
- Manage, train and develop our employees and representatives
- Manage complaints and disputes (including in connection with disputes handled by external dispute resolution bodies)
- Understand your needs, your behaviours and how you interact with us so that we can engage in research and development in connection with our services and business strategy, including managing the delivery of our services and the ways we communicate with you
Sometimes we are required to collect your personal information to satisfy specific legal or regulatory obligations. The privacy statement you will receive when you acquire a service from us, or interact with us in a different way, will give you further details of which laws may require us to collect your personal information and may also contain additional or different purposes of collection depending on the service you acquire from us or your interaction with us.
Use and disclosure of your personal information
We use and disclose your personal information for the purposes we collected it. If you would reasonably expect us to do so, we may also use and disclose your personal information for a secondary purpose that is related to a purpose for which we collected it. In the case of sensitive information, any use or disclosure for a secondary purpose (that you would reasonably expect) will be directly related to the purpose for which we collected it.
We may also disclose your personal information to Hydro Tasmania. When we do so, Hydro Tasmania may use and disclose your personal information for the same purpose that we collected it.
We will disclose your personal information to (and collect your personal information from) third parties to enable us to conduct our business of providing energy services. These third parties include:
- regulatory or government authorities,
- authorised representatives appointed by you
- representatives, agents or contractors we appoint or engage to provide services in connection with the operation of our business and the provision by us of energy services, for example information technology services, hosting services, telephony services, mailing house services, printing services, call centre services, debt collection services, marketing and communications services, research, planning and development services, external dispute resolution services, energy distributors and other energy retailers
- financial institutions
- our business partners
- our professional advisers
- any other organisation or person you ask us to provide your personal information to (or collect your personal information from)
Use and disclosure of your credit-related personal information
We collect credit-related personal information when you apply for and open an account with Momentum Energy in relation to any energy services.
Subject to the Privacy Act 1988 (Cth) (as amended), Momentum may disclose and collect credit-related information to and from the credit reporting bodies Veda Advantage and/or Dun & Bradstreet:
- so that we can obtain a credit report about a potential customer or an existing customer (who is an individual), but only at the times the Privacy Act permits us to do so
- so that we can obtain a credit report about a director or guarantor for that company, but only with their consent and at the times the Privacy Act permits us to do so
- to assist us with our collections activities in connection with overdue accounts and to assist our customers to avoid default in connection with consumer credit Momentum provides
A copy of Veda's Credit Reporting Policy can be obtained by contacting:
Veda Advantage Business Information Services Ltd
- Online: www.mycreditfile.com.au
- Veda Advantage’s credit reporting policy is set out at http://www.veda.com.au/privacy
- Mail: Attention: Public Access Division Veda Advantage PO Box 966 North Sydney NSW 2059
A copy of Dun & Bradstreet’s Credit Reporting Policy can be obtained by contacting:
Dun & Bradstreet Australia
- Online: www.checkyourcredit.com.au
- Dunn & Bradstreet’s credit reporting policy is set out at http://dnb.com.au/Header/About_Us/Legal/Privacy_policy/index.aspx
- Phone: 1300 734 806
- Mail: Attention Public Access Centre Dun & Bradstreet Australia PO Box 7405 St Kilda Rd VIC 3004
You should be aware that:
- credit reporting bodies may include credit information we provide to them about you in reports provided to other credit providers to assist them to assess your credit worthiness;
- if you fail to meet your payment obligations in relation to consumer credit, or commit a serious credit infringement, we may disclose this to a credit reporting body;
- you can request a credit reporting body not to use your credit reporting information for the purposes of pre-screening of direct marketing by us; and
- you can request a credit reporting body not to use or disclose your credit reporting information if you believe on reasonable grounds that you have been (or are likely to be) a victim of fraud.
Some of your personal information may be disclosed, processed or stored overseas by us or by our third party service providers in the following countries:
- The Philippines
- New Zealand
- United States of America
Where personal information is disclosed, processed or stored overseas, we have taken reasonable steps to ensure that overseas recipients comply with Australian privacy laws applicable to the handing of that personal information.
UPDATING AND CORRECTING YOUR PERSONAL INFORMATION
We rely on the accuracy of the personal information we hold about you to provide our services to you. If you believe that personal information we hold about you is incorrect, incomplete, inaccurate or misleading, then you have the right to request us to correct it.
We will consider if the information requires correction. If we do not agree your personal information requires correction, we will provide our reasons to you in writing. If we refuse to correct your personal information you have the right to associate with the information a statement that the information is inaccurate, out-of-date, incomplete, irrelevant or misleading. We will take reasonable steps to associate that statement with all records containing the relevant information.
Any requests made by you to update your existing personal information because it is no longer current (for example, change of address) will be actioned promptly.
ACCESSING YOUR PERSONAL INFORMATION
You have the right to request access to personal information we hold about you. We may deny access to some or all of your personal information in specified circumstances. If we deny access, we will provide our reasons to you in writing.
We may be able to provide you with access to your personal information within our normal business processes. If not, the staff member will be able to commence the access request process for you.
If you are a customer of ours, you can at any time, review some of the personal information we hold about you through the use of our online account management portal [Your toolbox] which is available on our website.
PROTECTING YOUR PERSONAL INFORMATION
We hold your personal information in:
- computer systems;
- electronic databases;
- digital records;
- telephone recordings; and
- in hard copy or paper files.
These storage mechanisms may be managed in a number of ways. They may be managed or administered internally by us or they may be managed by a third party storage provider with whom we have a contractual relationship and be either managed locally and/or overseas.
We will take all reasonable steps to protect your personal information from misuse, interference and loss, as well as unauthorised access, modification or disclosure. The ways we do this include:
- limiting physical access to our premises;
- restricting electronic and physical access to personal information we hold;
- having in place stand-by systems and information backups to deal with major business interruptions;
- maintaining technology security products;
- requiring any third party providers to have acceptable security measures to keep your personal information secure; and
- destroying or de-identifying personal information pursuant to the law and our record retention policies.
Our staff, representatives and third party service providers have been trained to ensure the safe handling and storage of all private, confidential and personal information, including procedures for safe custody and transit of information both inside and outside the company. We provide authorised staff, contractors and 3rd party entities with user identifiers, passwords or other access codes to control access to your personal information.
RESOLVING YOUR CONCERNS
If you have a complaint about how we collect, hold, use or disclose your personal information, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.
All privacy complaints will be dealt with according to our Complaints Handling Policy. Privacy complaints must be received in writing.
We will acknowledge your complaint within 3 business days. We necessary, we will consult with third parties about your complaint. We will notify you in writing of our decision following our investigation.
We will attempt to resolve your complaint within 10 business days. Where this is not possible, we will contact you within this time to let you know when the complaint is expected to be resolved.
We expect our procedures will deal fairly and promptly with your complaint. However, if you are dissatisfied, you may take your complaint to your energy ombudsman (See contact information below) or to the Office of the Australian Information Commissioner (OAIC).
Energy and Water Ombudsman of Victoria
GPO Box 469D, Melbourne, VIC 3001
Freecall (except mobile phones): 1800 500 509
Telephone Interpreter Service: 131 450
TTY (for hearing impaired customers): 1800 500 529
Energy and Water Ombudsman of New South Wales
Freecall: 1800 246 545
Freefax: 1800 812291
Mail: PO Box K1343, Haymarket 1240
Energy Industry Ombudsman of South Australia
GPO Box 2947, Adelaide, South Australia, 5001
Freecall (from Australia): 1800 665 565
Freefax: 1800 665 165
Overseas call: 61 8 8216 1888
Overseas Fax: 61 8 8216 1844
Civil and Administrative Tribunal (Energy and Water)
Telephone: (02) 620 777 40
Mail: GPO Box 578 CIVIC SQUARE ACT 2608
Energy Ombudsman of Queensland
Freecall: 1800 662 837
Mail: PO Box 3640 South Brisbane QLD 4101
Email: General Enquiries email@example.com,