Privacy Collection Notice

This notice is provided by Alinta Energy Pty Limited (ABN 64 614 975 629) and its subsidiaries, including Alinta Sales Pty Ltd and Alinta Energy Retail Sales Pty Ltd (Alinta Energy). Alinta Energy provides a wide range of energy and energy-related products and services to the community. Alinta Energy complies with the Privacy Act 1988 when handling your personal information

We collect your personal information so we can:

• confirm and/or validate your identity, including keeping it up-to-date.
• set up, administer and manage your MyAccount web or app version such as setting and resetting your password;
• facilitate the provision of energy and related services to your supply address;
• deal with customer care related activities, including responding to your enquiries and administering any changes;
• communicate with you by sending service, support and administrative messages, reminders or notices;
• administer our Rewards Program
• carry out certain checks for example credit checks or identity verification checks
• assess concession entitlements and hardship requests;
• operate and administer accounts, facilitate payments, refunds and manage debts (for example issuing bills, setting up direct debits, processing payments and refunds, recovering debts, selling debts and otherwise managing our financial activities);
• resolve complaints and disputes, including reporting to dispute resolution bodies;
• improve and optimise our services and our customers' experience (for example, by performing analytics, conducting research, engage in business strategy and managing the way we communicate with you;

If you are a secondary contact on an account:

• we collect your personal information so we can verify your identity and your authority to enable you to perform certain tasks on behalf of the primary account holder

We collect your personal information including written forms, telephone calls and via electronic delivery. We may collect and disclose your personal information from you directly, from your secondary contact or from the persons and organisations in the ‘How Alinta Energy uses and/or discloses personal information” section of this notice. If you appoint a secondary contact on your account, you must make them aware of the information in this collection notice. We collect your personal information during the information life cycle of having a product or service with Alinta, regularly, or on an ad hoc basis, depending on the purpose of collection.

We will use and disclose your personal information for the purposes we collected it as well as purposes that are related, where you would reasonably expect us to. We may disclose your personal information to and/or collect your personal information from:

• our employees and Australian based related bodies corporate;
• the operator of the network through which energy is supplied to you, and the operators of other electrical networks;
• our service providers who assist us by, for example, providing information technology services, installing meters, back office management services or customer acquisition and onboarding services (e.g. energy comparison or moving assistance providers);
• any other organisation or person you have authorised us to provide your information to or collect personal information from (such as secondary account holders or your authorised representatives);
• if you participate in our Rewards Program, our Rewards Program partner;
• financial institutions and payment system operators (including merchants);
• our insurance brokers, providers and consultants;
• our professional advisers, dealers and agents (including independent auditors, legal and tax advisers);
• debt collection agencies and others that assist us with debt recovery;
• the sponsors or promoters of any competitions that we conduct;
• credit reporting bodies (for more information, see our Credit Reporting Policy);
• State and Federal Government Agencies (e.g., Centrelink to administer concession entitlements);
• Regulatory bodies and enforcement bodies(e.g., the Office of the Australian Information Commissioner, the Energy Ombudsman, the Australian Energy Market Operator and the police);
• entities responsible for verifying identification records; and
• other persons as required or permitted by law.

We will generally ask for your consent for any other secondary uses or disclosures which are not related to the purpose of collection and within your reasonable expectations..

From time to time, we may let you know by mail, SMS, email, telephone or online about news, special offers and products and services you may be interested in. We will engage in marketing unless you tell us otherwise. We offer an opt out from marketing or you can contact us to update your marketing preferences at any time..

Alinta Energy allows you to add a secondary contact (including an Authorised Representative) to your account to carry out certain transactions and act on your behalf. Adding a secondary contact to your account is voluntary. You are required to provide a copy of this collection notice to your proposed secondary contact for their information when obtaining their consent to act as your secondary contact.

For more information on what authority you can give a Secondary Contact on your account, go to the Secondary Contact Terms.

When you apply for services or for concessions/rebates we may need to perform an identity verification for the provision of these services or concessions/rebates. When we do this we may ask for copies of your identity documents or ask for details of your identity documents. We will also collect personal information from your identity documents.

This information will then be disclosed to the document issuer or official record holder for the purposes of verification against the records of federal, state and territory government agencies. This may include the Document Verification Service (DVS), provided by the Attorney General’s Department or Services Australia for Department of Veteran Affairs card holders. These agencies may also use a third party to facilitate the provision of this verification. This information may be collected and disclosed as authorised under the Identity Verification Services Act 2023 (IVS Act) and can only be used and disclosed by Alinta as required by law or under its participation agreement.

The DVS Hub facilitates information transfer between us and the document issuer. The DVS Hub itself does not retain any personal information, and the Attorney-General’s Department cannot view or edit any of the personal information transmitted through the DVS Hub. The Attorney-General’s Department engages a third-party provider as a managed service provider for the DVS, who is required to adhere to the APP requirements and security standards to ensure the use and disclosure of personal information is limited to explicitly defined purposes including:

1. for the purposes of the contract with the department; and
2. to comply with any request under section 95C of the Privacy Act.

The Attorney-General’s Department is authorised to operate the DVS Hub for the purpose of verifying individual’s identities under the IVS Act. For more information on how the Attorney-General’s Department may handle your personal information, see the Attorney-General’s Department’s ‘Privacy Statement – Identity Verification Services’ at: https://www.idmatch.gov.au/resources/privacy-statement-identity-verification-services.

Our Privacy Policy contains information about how you can make a complaint in relation to your identification information. Please see Privacy Officer contact details contained in our Privacy Policy.

Alinta Energy will collect, use and disclose your personal information which is credit information to help us assess whether to provide services to you. For details about how we manage credit information, how you can access and correct it, or make a complaint see our Credit Reporting Policy. 

MyAccount is a self-service portal operated by Alinta Energy and has been developed to connect you with Alinta Energy services, quickly and securely either via the web or via the Alinta Energy app. If you are in a Western Australian, you are only able to use My Account on the website.

When you register for access to MyAccount, Alinta will use that information to access and connect to personal information in your current Alinta account in our IT system. If you change and update your personal information in MyAccount it will update in Alinta’s IT system and vice versa. If you do not have an email address and/or a mobile number in your current Alinta Energy records you will not be able to register for MyAccount.

Using MyAccount is voluntary. We have made our most common services and tools available through MyAccount and will continue to update MyAccount. However not all transactions or business functions are available through both the web and the app.

You can contact Alinta Energy and one of our Agents will be able to assist you with transactions not available in MyAccount or guide you through adding an email/mobile to be able to register through MyAccount. You are also subject to general terms and conditions - for more information on your rights and responsibilities as a user of MyAccount, go to the MyAccount Terms of Use.

You can also choose to make payments through our website. When you do this, you will not be logging into MyAccount nor authenticating with our website. When you make payment, you can choose an alternate email address to the one connected to your Alinta Energy records to have a receipt sent to you - by adding this to the payment screen.

Depending on what type of payment you choose, your payment will be processed by a third-party payment provider. When you enter your card details you will be providing them to the payment provider.

We are not required by law to generally collect your personal information. To access rebates and concessions you are required by law to provide us with information to verify you. We may also be authorised by various laws from time to time to collect your personal information, depending on what product or service you obtain from us or what business function you have asked for, e.g. complaint with Energy Ombudsman..

If Alinta Energy does not have your personal information or you decline consent to have your identity verified, we may not be able to identify you, may not be able to deliver the products or services you have asked for or respond to your questions or comply with the law.

Alinta Energy may disclose your personal information to persons outside of Australia for our business functions or activities or for the purposes of providing services to you. Where we do so, we will take reasonable steps to ensure the disclosure of, and access to, your personal information is secure, that appropriate controls are in place and your Personal Information is handled in a manner consistent with the Privacy Act.

We may share your personal information to entities which may be located in or have personnel overseas. Please see our Countries Disclosure List for details.

Alinta Energy’s Privacy Policy gives you more information about how we usually collect, use and disclose your personal information as well as how you can access or seek correction to your personal information.

You can check and correct the personal information in MyAccount by logging into MyAccount. By changing your information, you will also change this in Alinta Energy IT system. If you are unable to log into MyAccount you should contact us.