TRUenergy Privacy Policy Statement

Protection of your privacy

This Policy Statement refers to all of the activities of the TRUenergy group of companies operating in Australia ("TRUenergy ").

This Policy Statement summarises how TRUenergy deals with your personal information, including information about you and your company. We are committed to respecting your right to privacy and protecting your personal information. Personal information means information about you, including your financial circumstances, credit worthiness, credit history and the conduct of your account.

How do we collect your information?

TRUenergy collects your personal information where it is relevant to one or more of our activities, including goods and services we acquire from suppliers and goods and services that we offer to customers. At all times the collection of this information is obtained by lawful means in a manner that respects your privacy and confidentiality.
The purpose for collection of information will be clear and explicit.

How do we use your information?

Your right to privacy is respected, and we do not sell, rent or trade your personal information. From time to time we are required to disclose your personal information to other parties, where we are required or permitted by the law or regulation.
Personal information is shared within the TRUenergy group of companies and other service providers to the extent required to sell and supply energy and related services to you, to maintain our high levels of customer service to you, and to provide information to you about our business.

For example, in order to supply energy to you, we need to provide your personal information to the companies who manage the distribution of energy (and they may need to disclose your personal information to us for the same purposes). We may provide you with information on products and services that we believe may be relevant to you. You can tell us if you do not want to receive such information. As with most businesses, TRUenergy may rely on third parties and agents to conduct specialised or outsourced activities. While personal information may be provided to these agents to enable them to perform their obligations, they are bound by specific confidentiality undertakings by TRUenergy .

How do we make sure the information we hold about you is current?

TRUenergy takes all reasonable steps to hold only accurate, complete and current personal information. You can tell us if you think that it is inaccurate, incomplete or out of date.

Do you hold sensitive information about me?

TRUenergy will not unreasonably record sensitive personal information where this is not related to our business activities. For example, we do not collect information about your race or ethnic origin, political affiliation, religious or philosophical beliefs, or sexual preferences. You may wish to provide to us with sensitive information about you from time to time, such as if when you may have particular energy requirements due to special medical needs. This type of information is treated in confidence.

Do you record my phone calls to you?

Yes, there are two instances where your phone calls may be monitored. The first is for training, service quality control and compliance purposes, where we may record and randomly monitor telephone calls between you and us. The second concerns calls to traders in our energy trading business. These calls may be recorded and archived.

Can I change information about myself?

You can tell us if you think that personal information we have about you is inaccurate, incomplete or out of date. You may obtain details of the personal information held by TRUenergy about you upon request. Where providing this access may disclose information about another party, or where this access may disclose commercially sensitive information, we may reasonably limit this access. In such cases we will provide a statement of reasons to this effect. If you disagree with the information that we have provided to you, then we will consider your objections, and if they are reasonable, amend your personal information if required.

How do we manage privacy issues about credit?

In some circumstances we may obtain credit reports about you from a business that provides commercial credit worthiness information.

If after reasonable follow up, monies owed by you to TRUenergy remain outstanding, we may supply relevant personal information and details of the monies owed to a credit reporting agency. This may include but is not limited to:

• That we are a credit provider to you.
• Advice about payments overdue and which are in collection that we are permitted to report.
• That cheques drawn by you or direct debit requests to your account have been dishonoured.
• That credit provided to you has been paid or otherwise discharged.

Removal of any notification to a credit reference agency will only be made following receipt of monies owed, including any accrued interest.

What if you disagree with our decision?

Where we make a decision about you or affecting you, you may ask us to explain the basis on which that decision was made, and you may ask to see the personal information (if any) on which our decision is based.

TRUenergy Web Site

At our web site we do not collect information that can personally identify individuals unless they provide it to us voluntarily and knowingly. You do not have to register or provide information to us in order to view our site. If you choose to provide personal information through this site, TRUenergy and its subsidiaries uses the information you supply for the purpose of providing the service you've requested. We do not share any information you give us with anyone outside of TRUenergy .

Cookies

Like many companies, we may use "cookie" technology on our web site. "Cookies" are small text files a web site can use to recognize repeat users, facilitate the user's ongoing access to and use of the site and allow a site to track usage behavior and compile aggregate data that will allow content improvements. Cookies are not programs that come onto your system and damage files. The cookie doesn't obtain any personal information about you or provide us with any way to contact you, and the cookie doesn't extract any information from your computer.

Visiting our Web Site

When you visit our site a record of your visit is recorded. We may record the following types of information:

Collecting Other Personal Information

Other personal information collected by electronic means, for example in an on line form, will only:

Can the ways in which you use my information and the conditions of use be changed?

Yes, periodically we will update this Privacy Policy Statement to reflect changes to privacy legislation, technological changes, company policy and customer feedback. You should therefore refer to this statement from time to time to identify any changes.

How can I get access to my information?

TRUenergy’s Privacy Policy Statement is consistent with the Privacy Act (Cth) and the National Privacy Principles published by the Federal Office of the Privacy Commissioner to.
1. Arrange access to personal information about you,
2. Request a copy of this Privacy Policy Statement,
3. Enquire generally about privacy matters; or
4. Discuss any issues about our Privacy Policy Statement,
then please write to;

The Privacy Officer
TRUenergy Australia
Locked Bag 14060
Melbourne City Mail Centre 8001