Privacy & Disclaimer

Disclaimer 

Use of the information and data contained on this site is at your sole risk. While CitiPower and Powercor has taken reasonable care in preparing the information and data contained on this site it is provided on an "as is, as available" basis without warranty of any kind. You should note that information and data contained on this site may not necessarily apply in your particular circumstances.

CitiPower and Powercor, its agents, officers and employees:

  • make no representations, express or implied, about the accuracy of the information and data contained on this site;

  • make no representations, either expressed or implied, as to the suitability of information and data contained on this site for a particular purpose;

  • make no warranties, express or implied, that information or data contained on this site is free of infection by computer viruses or other contamination;

  • accept no liability for any use of information or data contained on this site or any reliance placed on that information or data.

Links to other sites

CitiPower and Powercor is not responsible for the information or content of any website that is linked to or accessed by this site. CitiPower and Powercor does not provide any endorsement, approval, representation or warranty about any products or services that are offered by the owners of other websites.

Copyright

Copyright in all material on this site is owned by CitiPower and Powercor. CitiPower and Powercor reserves to itself all rights in such material. You must not reproduce any content on this site without first obtaining CitiPower and Powercor's permission.

Availability of products and services

Products and services that are referred to on this site are not available in all areas. You should check with CitiPower and Powercor about availability. Unless otherwise stated, nothing in this site constitutes an offer for the supply of goods or services, or a promise or representation that CitiPower and Powercor will supply goods or services.

Application to CitiPower and Powercor companies

Unless required by the context or specified to the contrary, any reference on this site (including this Legal Notice) to CitiPower and Powercor is a reference to Powercor Australia Ltd (ABN 89 064 651 109) and CitiPower Pty (76 064 651 056).

CitiPower and Powercor Privacy Policy

CitiPower and Powercor Australia views the personal privacy of customers as very important and we are committed to safeguarding the personal information we collect as part of the total service we deliver to our customers.
This Privacy Policy is provided to make you aware of how we collect, use and manage personal information we receive from customers. Our Privacy Policy deals with the following:

  • the Privacy Act 1988
  • collection, use and disclosure of your personal information
  • protection of your personal information
  • your rights of access to personal information we hold about you, and
  • how to contact us.

Privacy Act 1988

The Privacy Act 1988 (Cth) (“the Act”), regulates the way in which many private sector organisations including  CitiPower and Powercor, collects, uses, keeps secure and discloses personal information. The Act aims to give people greater control over the way information about them is handled, by requiring organisations to comply with 10 National Privacy Principles or to establish an approved privacy code.

The National Privacy Principles apply to CitiPower and Powercor and cover areas such as collection, use and disclosure of personal information, data quality and security and access and correction rights for individuals.

Collection of your personal information

When you or your electricity retailer, registered electrical contractor or other relevant party requests a service from us (eg to obtain a connection or supply of electricity), we collect some or all of the following personal information:

  • your name
  • your postal address
  • your telephone number
  • address of premises at which our service is provided, and
  • type of service requested.

This information is essential so that we can deliver the service you have requested. It allows us to identify the particulars of the service delivered to you and to contact you when necessary. If this information is not collected, we will be unable to provide you a connection or supply of electricity.

In exceptional circumstances, we may also collect and maintain sensitive personal information on a customer. If it is reasonable and practicable to do so, this information will only be collected from the customer (or third parties, such as health authorities), where an individual has special health needs requiring special electricity supply arrangements such as dependence on a dialysis machine.

At times, we may also collect records of your electricity consumption, and if applicable, your electricity load profile.

How we use your personal information

The primary purpose for collecting personal information is to identify our customers. This is essential to ensuring high levels of customer service are maintained.

From time to time we may use your personal information for management or statistical purposes. On these occasions we will use the data to analyse and examine trends and demographics to help us offer you improved services. Data will be aggregated and all personal information will be de-identified so customers are not personally identified.

We may also use your personal information for the purpose of direct marketing and to provide you with information with respect to related products or services. We will only use your personal information or data in these circumstances without your agreement if it has been impracticable for us to obtain your prior consent. However, where we do this, we will provide you with an opportunity to decline receiving any further marketing communications from us.

If we wish to use any of this personal information or data for any purpose other than those specified above, we will not do so unless we have your express consent to do so or if:

  • you would reasonably expect us to use the personal information for that other purpose

  • there are reasonable grounds to believe that disclosure is necessary to prevent a threat to life or health

  • we suspect that unlawful activity is or has been engaged in and we will use the personal information or data to investigate the suspected unlawful activity, or

  • the use is authorised by law or reasonably necessary to enforce the law. These uses may include where we are required to provide information in response to subpoenas or warrants or other legal processes.

Disclosure of your information

The information we collect from you is strictly confidential. We will not disclose that information on to other parties unless it is necessary in order to provide you with your electricity supply. Other parties to whom personal information may be disclosed will be primarily other participants in the electricity industry. These may include your electricity retailer, the National Electricity Market Management Company (NEMMCO), your meter reader or other agents or sub-contractors who are working for us.

From time to time, we are required by law to make disclosures to regulators and government authorities and agencies. Where possible this information will be provided with no personal identifiers. However, some government agencies have a right to access our records if they deem it necessary. Examples of such government agencies include the Australian Taxation Office, Police and the Department of Immigration and Multicultural Affairs.

Protection of your personal information

We will take reasonable steps to ensure that all information we collect, use or disclose is accurate, complete and up-to-date. We may store your information on computer databases and/or in hard copy and we will take all reasonable steps to ensure safe security and privacy of your information.

We will also take reasonable measures so that your personal information is protected from unauthorised access and misuse.
Where we contract out some of our activities, for example data processing or analysis, we will take reasonable steps so that your information is duly protected.

Your records are kept whilst you are connected and otherwise for the periods required by law and on expiry of that period they will be destroyed. Records of personal information no longer required will either be destroyed or permanently de-identified.

Your rights of access to personal information we hold about you

You can access the personal information that you provide to us. We will comply with any request to access the personal information held to the extent required by the Privacy Act. There is no fee for making such a request, however we may charge you a small administrative fee for providing this access. We will endeavour to respond to your request within 14 days.

If you wish to access or modify personal information which you have provided to us, please call us on 13 22 06.

Exceptions to providing access are set out in the Act, but amongst others include:

  • where providing access will pose a serious threat to life or health of any individual or pose an unreasonable impact on the privacy of an individual

  • where the information relates to existing legal proceedings between us and you and the information would not be discoverable in the process of those legal proceedings, or

  • where providing access would be unlawful, may prejudice an investigation of possible unlawful activity, may prejudice enforcement of laws, or denying access is specifically authorised by law.

If we do not allow you to access your personal information, we will provide you with the reasons for our decision. If you believe that the personal information we collect, use or disclose is inaccurate, incomplete or not up-to-date and we do not agree with you, we will post a statement of your claim where that information is kept and accessed.

Privacy concerns, more information and our contact details

By calling CitiPower and Powercor on 13 22 06 you can:

  • make a complaint if you believe that your personal privacy has been breached
  • obtain more information about the way we manage personal information that we hold, and
  • request access to personal information we hold about you.

For more information on privacy laws, please refer to the Australian Privacy Commissioner’s website - www.privacy.gov.au.