What kinds of information do we collect?
Telecommunications Services: We may collect information regarding when and where you use our telecommunications services and the networks used to provide those services. We may also collect personal information from third parties as required by or in accordance with any industry code or industry standard registered under the Telecommunication Act 1997 (Cth). Our network operators are also authorised to collect information about the contents and substance of the communications they carry by Division 3, Part 13 of the Telecommunications Act 1997 (Cth).
All telecommunications providers, including EnergyAustralia, have an obligation to retain certain network data and customer information (called ‘metadata’) for a period of at least two years for use by criminal law enforcement agencies. Network data has always been collected by our network operators so that they can run their networks properly, and it is now being retained for us for two years to meet the government requirement.
We also collect customer information and retain it for at least 2 years. Please consult
https://www.ag.gov.au/dataretention for more information on what we are required to retain and why.
Mobile Services: We may collect information about the products or services you have with us and your use of such products and services through our network, operating systems, webchat, apps, and through our call centres and stores. We may collect other device specific information (including electronic SIMs) such as the hardware model, operating system, non-resettable device and service identifiers, and mobile network information. This can include information about your network location, device location, and call frequency and duration.
How do we collect your information?
Automatically through your use of our products or services
when you use our products and services; and
From other sources
from other telecommunications retailers (for example if you move to us from that retailer) and from our upstream telecommunications service providers;
from other service providers that work with us, like companies that help us provide products and services to you;
from third party websites or internet browser extensions that collect and disclose information about you; or
from our business partners, such as participating retailers in our Always on Rewards program.
At all times the collection of this information is obtained by lawful means in a manner that respects your privacy.
How do we use your information?