Collection of personal information
The types of personal information we collect and hold
We collect a range of personal information as part of our functions or activities. Generally, these may include 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 or credit Information of customers, or information contained in credit reports about customers or potential customers, obtained from credit reporting bodies such as:
- Direct debit information
- Credit card information
- Credit history with other credit providers
- Default information
- Personal Insolvency
- Customer credit liability information
- Scores, ratings, summaries, evaluations and other information relating to credit worthiness which is derived by us or by credit reporting bodies wholly or partly from other personal information
- 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 (meter numbers, etc.)
- 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 (such as contact details, date of birth, bank details, employment history, psychological testing, referees, criminal records, health checks, performance, salary,
- Employee tax file numbers
- Information collected from bills uploaded by users of our bill analysis tool service
We may also collect sensitive information in some circumstances, for example:
- We may also collect sensitive information in some circumstances, for example:
- in connection with our hardship and payment assistance policy
- information about our employees (for example, health information, criminal records, membership of a trade association or union) for assessing their suitability for employment.
Unless permitted 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 address validation software, marketing companies, brokers, partners or energy distributors who may have introduced you to
Momentum Energy or from credit reporting bodies. We also collect information internally about the conduct of our customers' accounts.
We hold your personal information in:
- computer systems;
- electronic databases;
- digital records;
- telephone recordings; and
- in hard copy or paper files.
Why we collect, use and disclose personal information
Purposes of collection
We may collect, hold, use and disclose your personal information for the following general purposes to enable us to conduct our business:
- to identify you and conduct appropriate relevant checks;
- to understand your requirements and provide you with our services and products;
- to set up, administer and manage our operations and the provision of our services;
- to assess your credit worthiness and repayment capacity;
- to collect payments owed;
- to derive scores, ratings, summaries and evaluations relating to your credit worthiness (which are used in our decision-making processes and ongoing reviews);
- to participate in the credit reporting system (including providing information to credit reporting bodies);
- to provide state government concessions as well as hardship or assistance payment processes;
- to process employment applications;
- to promote and market our products and services to you with your consent and where permitted by law;
- to respond and communicate to you if you make a complaint or request a correction;
- to manage, train and develop our employees and representatives;
- to manage complaints and disputes (including in connection with disputes handled by external dispute resolution bodies);
- to 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;
- to meet our legal and regulatory obligations and comply with law enforcement activities.
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.
If we are unable to collect personal information about you, we may not be able to deal with you, or provide you with our products or services.
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.
Some credit information may only be used or disclosed under the Privacy Act 1988 (Cth), which includes the Credit Reporting Privacy Code, for some purposes or in some circumstances.
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 (and subject to the same restrictions) 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)
- credit reporting bodies
We may use the personal information we hold about you to identify services and products that may be of interest to you.
We may contact you by email, text message, phone or by post to let you know about specials, our promotions or any new or existing products or services. We also use internet-based marketing including targeted online advertising and online behavioural
marketing (see ‘Our websites’ below for further information).
We may disclose personal information to our business partners to allow them (or us) to tell potential customers about a product or service. Our marketing agencies may contact potential customers using personal information that they already
hold, or that we may provide to them, in order to serve our potential customers with more relevant advertising about our services and products.
You can contact us at any time if you no longer wish to receive marketing materials from us.
The credit reporting system: use and disclosure of credit information
We may disclose credit information to (and collect credit information from) the credit reporting bodies Equifax and/or Dun & Bradstreet when an individual or a company applies for or opens an account with Momentum in relation to any energy
services to enable us to
- obtain a credit report about a potential customer or an existing customer (who is an individual), but only for the purposes permitted by the Privacy Act
- obtain a credit report about a director of, or guarantor for, a customer that is a company, but only with their consent and for the purposes permitted by the Privacy Act assist us with our collections activities in connection with overdue
accounts and to assist our customers to avoid default in connection with consumer credit we provide.
When we request a credit report from a credit reporting body, we will provide information to the credit reporting body that identifies the individual, and we may give them information about the type and amount of credit applied for or provided
in relation to an account for energy services. We may also update this information and other information (such as defaults in connection with credit we provide) over time.
A copy of Equifax's credit reporting policy can be obtained by contacting:
Equifax Business Information Services Ltd
A copy of Dun & Bradstreet's credit reporting policy can be obtained by contacting:
Dun & Bradstreet Australia
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.
You may not be a customer of ours but you may interact with us. You could be a spouse or family member of a customer. You may also interact with us by entering a competition or commenting via social media. We will collect, use and disclose
We may 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 device by a website for the purpose of tracking and storing this type of information. Customers accessing our website
directly or indirectly via links sent to their devices 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, including to maintain the
continuity of a user’s browsing session and remember the user’s details and preferences when they return. You can use your browser settings to manage cookies. See allaboutcookies.org for instructions for many common browsers. Some parts of our websites may not have full functionality if cookies are disabled.
Online service providers
embedded content, social media engagement, social media buttons and surveys. For example, with personalised advertising, we can customise the delivery and content of our ads on third party websites and online services for people who have
previously visited our websites.
The tracking described above may allow those parties to collect information about a user’s interaction on our websites (including IP address) which they may store outside of Australia, and which they may combine with information they
have collected at other times and through other sources (e.g. Google may link a user’s activity on multiple devices if they have a Google account), or with information we provide them such as email addresses. The use of these technologies
allows them to help us to better understand our website users and their behaviour, provide users with more meaningful content including relevant advertising, evaluate use of our website and other websites and provide other services relating
to website activity and internet usage.
Those third parties may also transfer the information they collect to others where required to do so by law, or where those others process the information on their behalf.
The services we may use from time to time include (click the links for details and to find privacy policies): Google (e.g. Analytics, Google Ads), Salesforce, and Hotjar. You can find more details in the privacy policies for those services, including
information on how to opt-out of certain conduct. There are also opt-out facilities available which cover multiple online services, e.g:
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. You can do so by contacting Momentum Energy using the contact details provided above.
If you seek to have information we hold about you corrected, 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. In the case
of information we have obtained from a credit reporting body (or any information we have derived from it) we will explain why we believe the information is correct. 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. You can do so by contacting Momentum Energy using the contact details provided above. 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 direct 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 which is available on our website.
Protecting your personal information
The storage mechanisms we use to hold your personal information 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 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, including complaints about our compliance with the Australian Privacy Principles, can be made by contacting us via the contact details
We will acknowledge your complaint within 3 business days. Where 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
|Energy ombudsman contact details in your state|
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
New South Wales
Energy and Water Ombudsman of New South Wales
Freecall: 1800 246 545
Freefax: 1800 812291
Mail: PO Box K1343, Haymarket 1240
Energy and Water Ombudsman (SA)
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
Australian Capital Territory
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): firstname.lastname@example.org,
Email (Complaints): email@example.com
Tasmania (Bass Strait Islands)
Energy Ombudsman of Tasmania
Telephone: 1800 001 170
Mail: GPO Box 960, Hobart TAS 7001