CitiPower and Powercor are bound by the Privacy Act 1988 (Cth) (the Act), which contains the National Privacy Principles (Principles). The Act sets out the way in which we may collect, use, keep, secure and disclose your personal information.
We collect certain items of personal information from customers to allow us to deliver electricity services to those customers. The collection of this personal information also allows us to contact our customers in relation to their electricity supply when necessary. If this personal information is not collected, we will be unable to provide electricity services to customers.
When a customer or a customer’s 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 from customers:
In exceptional circumstances, we may also collect and maintain sensitive personal information about a customer. This information will only be collected from the customer (or third parties, such as health authorities), where a customer has special health needs requiring special electricity supply arrangements, such as dependence on a dialysis machine.
At times, we may also collect records of a customer’s electricity consumption, and if applicable, a customer’s electricity load profile.
Customer telephone calls are recorded for quality, security and compliance purposes. If you do not wish your call to be recorded, please inform the customer service advisor.
Recruitment and employment
If a person applies for a job with us, we will collect some or all of the following personal information and health information from that person:
GPS technology in equipment used by employees performing work on the electricity network may be activated and accessed by CitiPower and Powercor to obtain information about employees’ location in the field on Code Red days, Total Fire Ban days and Escalation Events. This information will not be used other than to locate employees for their health and safety, to allocate employees to the most appropriate location on Code Red days, Total Fire Ban days and Escalation Events, and will not be retained.
How we use your personal information
In general, we may use your personal information for one or more of the following purposes:
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 you are not personally identified.
We will not use your personal information other than as set out above unless we have your express consent, or unless:
We will only disclose your personal information to:
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 personal information on computer databases and/or in hard copy and we will take all reasonable steps to ensure the safe security and privacy of your personal information.
Recruitment personal information and health information which is provided to us through our website will be stored electronically by our external recruitment database service provider.
We will also take reasonable measures to ensure your personal information is protected from unauthorised access and misuse.
We will continue to hold customer personal information while we supply electricity to you and otherwise for the periods required by law.
We will continue to hold recruitment personal information and health information for 18 months from the date that information was provided to us.
Records of personal information no longer required will either be destroyed or permanently de-identified.
You can request us to provide you with access to your personal information that we hold. We will comply with any request to access the personal information held to the extent required by the 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.
You can access or modify the personal information you have provided to us by callingCitiPower on 1300 301 101 orPowercor on 13 22 06.
Exceptions to the requirement for us to provide you with access to your personal information are set out in the Act, but amongst others include:
If we do not allow you to access your personal information, we will provide you with the reasons for our decision.
By calling CitiPower on 1300 301 101 or Powercor on 13 22 06 you can:
For further privacy information, please refer to the Australian Privacy Commissioner's website which is at www.privacy.gov.au.