AusEnergy Services Limited (ABN 59 651 198 364) (ASL) values and is committed to protecting your privacy.

ASL is subject to the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles in Schedule 1 to the Privacy Act. ASL is committed to protecting the confidentiality of the personal information it collects and the privacy of the person to whom the information relates. This policy explains how ASL will manage personal information.

Why ASL collects and holds personal information

ASL will only collect and hold personal information where necessary for ASL’ operations, including for the performance of its statutory functions and services. This may include personal information:

  • required to assist in managing business and stakeholder relationships;

  • for employment purposes, including potential employees who voluntarily provide their résumé to ASL;

  • about individuals representing participants and industry associations in the energy industry;

  • provided in the course of ASL’ operations and functions as the NSW Consumer Trustee;

  • provided in connection with services acquired or provided by ASL;

  • required to ensure compliance with any relevant law;

  • provided to ASL during a situation that involves a threat to health and safety; or

  • provided to ASL in a dispute resolution process, or for the purposes of a person establishing, exercising or defending a legal or equitable claim.

Types of personal information ASL may collect and hold

The kinds of personal information ASL collects and holds will vary depending on the purpose for its collection and may include identifying information (such as a name and date of birth), contact information (email address), usernames and passwords for accounts created with ASL, records of communications (including messages sent to ASL) and device information (e.g., IP address). Where an individual is an employee or contractor of ASL, ASL may also collect information for payroll purposes and sensitive information (for example for health and safety purposes).

Without this information ASL may be limited in how it can perform its services and engage with an individual (including responding to queries or requests submitted to ASL).

How ASL collects and holds personal information

ASL may collect information from a variety of sources for the purposes indicated above. Generally, however, personal information is:

  • directly and voluntarily provided by the relevant individual through ASL’ website, by telephone, in person or by other communication;

  • provided to ASL by that person’s employer, or an organisation the person represents, including for the purposes of providing services to, or receiving services from, ASL; or

  • provided to ASL by another person for the purposes of ASL’ operations and performing its functions as the NSW Consumer Trustee.

Cookies and links to third party websites

ASL' website makes use of cookies to collect information about interactions with ASL’ website and to provide users with a more effective or tailored service. "Cookies" are small text files created and stored on your hard drive by your internet browser software to hold relevant information about ASL’ website. Most web browsers allow you to disable cookies - please refer to your browser’s help menu to find out how to do this.

ASL’ website may contain links to third party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. If you follow a link to any third party website, please be aware that these websites have their own privacy notices or policies and ASL does not accept any responsibility or liability for their data processing activities.

ASL will take reasonable steps to ensure that the personal information it collects is stored in a secure environment protected from misuse, interference, loss, unauthorised access, modification or disclosure. ASL will take reasonable steps to destroy or permanently de-identify personal information that ASL no longer needs and is not legally required to retain.

How ASL may use and disclose personal information

ASL will use and disclose personal information for the purpose for which it was collected. ASL may also use or disclose personal information for a related purpose, if the relevant individual would reasonably expect the use or disclosure. Examples of such situations include the use or disclosure of personal information:

  • for the purpose of advising of training or services that may be of interest (individuals can opt-in to receive marketing);

  • for the purpose of inviting proponents to respond to tenders (including those issued by ASL in its capacity as the NSW Consumer Trustee);

  • to conduct a stakeholder satisfaction survey to improve performance of ASL’ functions and services;

  • required to investigate or prevent any suspected or alleged breach of applicable laws, rules or procedures;

  • required by ASL for any other purpose that ASL expressly states at the time of collection; or

  • to address a situation that involves a threat to health and safety.

ASL may also use or disclose personal information with the consent of the relevant individual.

Sometimes ASL may need to disclose personal information to third parties, such as:

  • referees, representatives and other people an individual has authorised ASL to interact with on their behalf;

  • professional advisers who ASL engages to provide advice;

  • service providers ASL engages for the purpose of supporting its internal operations and performing its functions;

  • regulatory bodies and government agencies or other people as required by law; or

  • enforcement bodies (as defined in the Privacy Act).

How individuals can access and correct their personal information

You can request access to any personal information ASL holds about you by contacting ASL’ Information and Support Hub (details below). ASL will endeavour to respond to a request for access within 30 days and provide access to the information in the manner requested, if it is reasonable and practicable to do so. In some circumstances, ASL is entitled to refuse an individual’s request to access personal information, for example where:

  • giving access may pose a threat to other individuals or unreasonably affect their privacy;

  • ASL is authorised or required to refuse access by law or court order;

  • giving access would disclose commercially sensitive information;

  • giving access is likely to prejudice enforcement activities by an enforcement body; or

  • the request is frivolous or vexatious.

There is no charge for access to your own personal information

ASL tries to ensure that personal information in its possession is accurate, up-to-date, complete, relevant and not misleading. You can request ASL to correct your personal information, and ASL will take all reasonable steps to correct the information within 30 days. If ASL cannot correct the information for some reason, it will give you a written notice explaining the reasons, in compliance with the Australian Privacy Principles.

Disclosure of personal information to overseas recipients

ASL may occasionally need to disclose personal information to a person located overseas who may be subject to different privacy regimes. This may include, but is not limited to service providers who manage a process for ASL, such as quality assurance analysis of information, IT vendors and support centre calls. Overseas locations in which your information may be shared include the Philippines, South Africa, the United Kingdom, and the United States of America.

Enquiries or complaints

If you want more information about the way ASL manages personal information, to request access to your personal information or to opt out of receiving marketing or promotional material from ASL, please contact ASL' Information & Support Hub on 1300 236 600 or email SupportHub@aemo.com.au.

If you have a complaint about a potential breach by ASL of the Australian Privacy Principles, please email SupportHub@aemo.com.au with the subject ‘Privacy Complaint – ASL – Attn Privacy Officer’, providing details of the relevant personal information and the alleged breach.

ASL will investigate your complaint and endeavour to respond in writing within 30 days. The response will explain whether ASL considers that it has breached an Australian Privacy Principle and, if so, ASL’ proposed course of action. If you do not receive a response from ASL within 30 days, or you are not satisfied with the response, you can make a complaint to the Office of the Australian Information Commissioner (OAIC). Contact details can be found at the OAIC’s website: www.oaic.gov.au

Changes to this policy

ASL may make changes to this policy from time to time, to take into account changes to ASL’ standard practices and procedures or where necessary to comply with new laws and regulations. The latest version of this policy will always be available on ASL’ website.