Privacy information

The above information is collected for statistical purposes only and Jacana Energy will not make an attempt to identify users or their browsing activities.We will disclose your personal information outside Australia where necessary in the course of providing you with our services.

For the protection of your personal information, we will take all reasonable steps to ensure that these third parties are bound by, or contractually required to uphold, the standards of Australian privacy laws.From time to time, we may use your personal information for management or statistical purposes. In those cases, all personal information will be de-identified so that you personally will not be identified. Jacana Energy is committed to the protection of your personal information, and handles all personal information in line with applicable Australian privacy laws. Jacana Energy is a public sector organisation for personal information for the purposes of the Information Act (NT).

This Privacy Policy explains in general terms how we collect, store, use and disclose your personal information, and your rights to access and correct the personal information that we hold about you. This Privacy Policy is current as at 1 January 2016 and may be reissued from time to time. Please contact our Privacy Officer to obtain the latest version of the Privacy Policy.

Collection of your personal information

We collect personal information that we require for the purposes of our business functions and activities, and as otherwise required or permitted by law. Our functions and activities include (among other things) to provide you with energy and energy-related products and services and to process your payments for these products and services.

The types of information we will generally collect about you include your name, postal address, e-mail address, telephone number, address of premises at which our services are provided, payment arrangements, credit card details (where payment is made electronically), credit history, concession or discount entitlements and information about the services provided to you (such as electricity consumption and payment history).

In some circumstances, we may collect sensitive personal information about you (for example, if you have special health needs relevant to electricity outages, or if life support equipment is used at your supply address). Sensitive information is only collected, used and disclosed with your consent or as otherwise required or permitted by law.

If you provide us with personal information about a third party, you warrant to us that that third party consents to us collecting and using their personal information in accordance with this Privacy Policy.

We will collect personal information from you by way of written forms, other correspondence (including facsimiles, letters and e-mails), by telephone, in person, by our representative and via our website. We may also collect personal information about you from third parties, including from additional account holders on your account, your authorised representative, from our agents or third parties with whom we have business relationships, from other energy retailers (for example, if you move to us from that retailer), from your energy distributor, from credit reporting bodies and other credit providers and from publicly available sources of information.

If you do not provide all of the personal information we require, we may be unable to provide you with the products and services you are seeking. We will enable you to interact anonymously or under an assumed name, whenever possible, practicable and lawful to do so.

Use and disclosure of personal information

We will store, use and disclose your personal information (and that of third parties) for the purposes for which we collected it, for other related purposes that you would reasonably expect, and as otherwise permitted or required by law. Generally, these purposes include:

  • providing you with our products and services;
  • processing payments and refunds;
  • providing you with marketing information or offers for other products and services of Jacana Energy (including via telephone, electronic methods or otherwise);
  • conducting marketing surveys and other related activities (including via telephone, electronic methods or otherwise);
  • obtaining your feedback on our products and services; and
  • dealing with your applications, enquiries and concerns, and to otherwise communicate with you effectively.

If you do not wish us to contact you to promote and market Jacana Energy's other products, services and special offers (whether via telephone, electronic methods or otherwise), or if you have subscribed to any of our newsletters or subscriptions and no longer wish to receive those communications in the future, then please contact us on 1800 522 262 or at customerservice@jacanaenergy.com.au.

We may disclose your personal information to third parties in connection with products or services we provide to you (for example, to additional account holders or your authorised representative, other energy retailers (if you decide to move to another retailer), your electricity distributor, financial institutions (for payment processing), credit reporting bodies and other credit providers, government and regulatory authorities (where required or authorised by law), and to our suppliers who provide services to us). Examples of our service providers include information technology suppliers, meter reading and maintenance contractors, debt collection agencies, marketing and advertising agencies and contractors, mailing houses, call centre operators, advisers and other service contractors associated with operating and improving Jacana Energy's business. We may also disclose personal information to our related agencies where necessary for the purposes of our business.

From time to time, we may use your personal information for management or statistical purposes. In those cases, all personal information will be de-identified so that you personally will not be identified. Apart from the above disclosures, we will otherwise only use and disclose personal information with your consent (unless such uses and disclosures are required or permitted by law).

Information disclosed overseas

We will disclose your personal information outside Australia where necessary in the course of providing you with our services. For the protection of your personal information, we will take all reasonable steps to ensure that these third parties are bound by, or contractually required to uphold, the standards of Australian privacy laws.

We will only transfer your personal information outside of Australia for other purposes with your consent or where we are legally permitted to do so.

Security of information

Jacana Energy takes reasonable steps to securely store your personal information to ensure it is protected from interference, loss, misuse or unauthorised access, disclosure or modification. We safeguard your information through written privacy policies and physical, electronic and procedural protection. Information is destroyed or permanently de-identified when it is no longer needed for any purpose for which it was collected.

If you provide us with your personal information via our website at www.jacanaenergy.com.au we cannot guarantee the privacy or security of that information during transmission. Once we receive that personal information, we will take reasonable steps to securely store your personal information to ensure it is protected from interference, loss, misuse or unauthorised access, disclosure or modification.

When you visit our website or send us an e- mail

When you visit our web-site, our Internet Service Provider will make a record of your visit and log the following information:

  • your server address;
  • your top level domain name;
  • the date and timing of the visit to the site;
  • the pages you have accessed and documents down-loaded;
  • the previous site you have visited; and
  • the type of browser you are using.

The above information is collected for statistical purposes only and Jacana Energy will not make an attempt to identify users or their browsing activities.

We will record your e-mail address only if you send us a message. We will assume we are permitted to use your e-mail address for the purposes outlined in the "Use and Disclosure of Personal Information" section of this Privacy Policy located above, but if you do not wish for us to use your information in this manner, then please contact us on 1800 522 262 or customerservice@jacanaenergy.com.au.

Our website may contain links to other websites. We are not responsible for the privacy practices, or the use and protection, of your personal information on those other websites.

Credit Reporting Collection Statement

So we can provide you with our products and services and process payment for these products and services, we may collect, use, hold and disclose certain credit related information about you. Credit related information includes:

  • your name and contact details;
  • your credit history;
  • details of any credit you have sought or obtained from other credit providers including start and end dates of current credit arrangements;
  • default information;
  • your credit rating/assessment as provided to us by a credit reporting body;
  • publicly available information about your credit worthiness; and
  • details of any credit-related court proceedings or insolvency applications that relate to you.

We may use and store such credit related information to carry out our own credit assessment on you, to assess your credit-worthiness and to decide whether to provide you with our products and services on credit. We may exchange your credit related information and your personal information with third parties, including debt collectors, credit management agencies, other credit providers and government bodies and regulatory authorities.

We may also exchange your information with Credit Reporting Bodies for the purposes of assessing an application by you for consumer credit or commercial credit, managing your credit, reviewing your credit worthiness on a periodic basis, collecting overdue payments and creating assessments and ratings of your credit worthiness.

The Credit Report Bodies we may use are:

  • Dun & Bradstreet (Australia) Pty Ltd (contact details available at www.dnb.com.au/); and
  • Veda Advantage Information Services and Solutions Limited (contact details available at www.veda.com.au/).

  • How can you access your information?

    You are able to request access to the personal and credit information we hold about you by contacting the Jacana Energy Privacy Officer at the details shown below. If we are required or authorised by law to do so, we may refuse to provide you with access to this information, in which case we will give you written reasons for that refusal and how you may complain about our decision.

    Requests for access to information will be considered once you provide us with:

    • your Jacana Energy customer identification (from your bill) and or driver's licence number;
    • your name, address, date of birth and business hours telephone number;
    • details of your information request; and
    • the date of your request.

    We may also charge a fee for providing access (limited to the amount of our reasonable expenses incurred in responding to your request, including photocopying and administrative expenses). We will not charge a fee for you to lodge a request for access. We will endeavour to respond to your request within 14 days. We may provide you with access to your personal information either in hard copy or by allowing you to view our records. Please let us know if any personal information we hold about you is inaccurate, incomplete, out-of-date, irrelevant or misleading. Once you notify us of any change, we will amend that information and our records accordingly.

    Complaints, concerns or further information

    If you believe we have breached our privacy obligations in our dealings with you, or if you have any other queries or concerns regarding your privacy and the way we handle your personal information, please contact the Jacana Energy Privacy Officer using the contact details below. We will endeavour to provide you with further information, or in the case of a complaint we will investigate your complaint and provide you with a response within 14 days (or such shorter period as agreed).

    You can contact the Jacana Energy Privacy Officer by e-mail at privacy@jacanaenergy.com.au, by telephone on 1800 522 262, or by post at Jacana Energy, GPO Box 1785, Darwin, NT, 0801.