Privacy Policy

1.1.    This is the Privacy Policy of 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.

1.2.    This Privacy Policy describes how we manage and safeguard your Personal Information (including sensitive information), how we collect and use all of this information to provide our products and services to you and how we comply with our obligations under the Privacy Act 1988 (Cth) (Privacy Act).

1.3.    We take privacy seriously and we are committed to protecting your privacy — not just because it is the law, but because handling Personal Information transparently and responsibly is a key part of creating a great customer, employee and business partner experience.

1.4.    The Privacy Act defines Personal Information as:

    Information or an opinion about an identified individual, or an individual who is reasonably identifiable:

    a. whether the information or opinion is true or not; and
    b. whether the information or opinion is recorded in a material form or not.

Why Alinta Energy’s Privacy Policy is important

1.5.    Alinta Energy collects, holds, uses and discloses Personal Information to carry out our functions or activities and to comply with our obligations under the Privacy Act and the Australian Privacy Principles.

1.6.    This Privacy Policy guides Alinta Energy and regulates how we manage and protect your Personal Information.

Who is responsible for your Personal Information?

1.7.    Alinta Energy is responsible for the safekeeping of Personal Information that is provided to us.

1.8.    This Privacy Policy should be read in conjunction with:

• any privacy or collection notice/statement Alinta Energy provides to you; and
• our Credit Reporting Policy (available at alintaenergy.com.au/creditpolicy) which explains how Alinta Energy manages your credit-related information.

If you are a customer or potential customer

2.1.    If you are a customer or potential customer, Alinta Energy collects Personal Information about you to provide you with services and otherwise to facilitate your dealings with us.

2.2.    The Personal Information Alinta Energy collects may include:

• information about you and your contact information, such as your name, address, email address, telephone number and mobile phone number, NMI and Meter number, date of birth;
• payment information such as account details, data necessary for processing payments and other related billing information;
• information about your financial / personal circumstances — such as concession details, employment, income and credit information;
• details relating to the supply of energy to you and your use of our energy (including meter details and data related to your energy consumption, connection and interruptions);
• information you provide to us when participating in customer surveys or competitions;
• credit related information and/or derived credit information;
• personal familial circumstances which may relate to domestic violence or hardship issues;
• some government related identifiers, such as driver's licence number, passport number or Medicare details; and
• health and/or genetic information.

2.3.    Alinta Energy may also collect Personal Information about your secondary contact, life support contact or authorised representative which may include their name, date of birth, phone and email contact details, address and the relationship with you as our customer. We rely on you to inform these individuals their Personal Information is being provided to Alinta Energy, they should read this Privacy Policy and they can contact us for further information.

If you do business or have other dealings with us

2.4.    If you, or your employer, does business with Alinta Energy or has other dealings with us, we collect information about you to facilitate those arrangements. This information may include your name, position, contact details, date of birth and any other information you provide to Alinta Energy. For security reasons, we may also take your photograph when you sign into our office or site locations.

If you are an employee or applicant

2.5.    If you are an employee or a job applicant, Alinta Energy collects information about you to administer your employment or process your application. This may include qualification and identification information, residency/visa status information, medical records and health information, reference details, screening check information (such as background, medical, drugs and alcohol, criminal records, police checks, bankruptcy, directorship and company checks), psychological testing results and results from records checks.

2.6.    In addition, when you apply for a job or position with Alinta Energy, we may collect information about you from any recruitment consultant, your previous employers, referees, CV checking agencies or others who may be able to provide information to assist us to assess your application. Further details of what information is collected are contained in Alinta Energy’s Recruitment Privacy Statement.

We collect directly from you

3.1.    In many instances, we collect Personal Information directly from you. For example, if you are a customer, we may collect your information from an application form you have completed, or when you contact us by phone, email, through our website, mobile App or via social media sites. 

3.2.    Alinta Energy does engage in call recording and your consent will be obtained when that occurs.

3.3.    We may also collect Personal Information from you:

• when you use our registration system at our offices and on site; and
• through your use of our IT systems as part of your job.

We collect from our partners

3.4.    If you are a customer or potential customer, Alinta Energy may collect information about you through our service providers who provide customer acquisition and onboarding services to us. These service providers may be companies who provide energy comparison or moving assistance services. They collect your information from you and then provide it to Alinta Energy for the purpose of assisting you to become our customer.

3.5.    If you participate in the Alinta Energy Rewards Program, we may collect information about your transactions and purchases from our Rewards Program partner.

We collect from other third parties

3.6.    Alinta Energy may also collect information about you from other third parties such as electricity and gas distributors, credit reporting bodies, market data research firms, contractors engaged to monitor metering and provide payment/billing services, government agencies and regulators and other third-party service providers.

We collect through other means

3.7.    In the course of Alinta Energy’s functions or activities, we may collect Personal Information (including Sensitive Information about you indirectly from publicly available sources or from third parties) such as:

• through our advanced metering infrastructure (e.g. through our monitoring of smart meter data); and
• from your secondary contact or authorised representatives.

Alinta Energy will only store this information for as long as it is needed to perform the function or activity for which it was collected. Alinta Energy will destroy or de-identify information when it is no longer required for that purpose.

3.8.    Alinta Energy may collect Personal Information via our website — see Part 6 Using our Website and Cookies.

We will allow you to be anonymous

3.9.    Whenever it is lawful and practicable, Alinta Energy will allow you to interact with us anonymously or by using a pseudonym.

3.10.    However, for most of our functions and activities Alinta Energy usually requires you to identify yourself to enable us to fairly and efficiently handle your inquiry, request, complaint or application, or to respond to you, the relevant authorities or to another affected individual/organisations.

4.1.    Alinta Energy collects, holds, uses and discloses your Personal Information so we can:

• confirm and/or validate your identity;
• facilitate the provision of energy and related products and services to your supply address;
• communicate with you by sending service, support and administrative messages, reminders and notices and to keep you updated regarding our activities;
• lessen or prevent a serious threat to the life, health or safety of any individual, or to public health;
• assess concession entitlements and hardship requests;
• deal with customer care related activities including responding to your enquiries and administering any changes;
• set up, administer and manage your MyAccount including setting or resetting your password;
• operate and administer accounts and to facilitate payments, refunds and managing debts (for example issuing bills, setting up direct debits, processing payments and refunds, recovering debts, selling debts and otherwise managing our financial activities);
• respond to your enquiries and resolve complaints and disputes;
• consider an individual for employment;
• administer our Rewards Program, customer surveys, contests and other promotional activities or events;
• improve and optimise our services and our customers' experience;
• carry out certain checks (for example credit via credit bodies or document verification process; and
• comply with our regulatory obligations, report to regulators and authorities and assess our legal compliance (including through internal and external audits).

4.2.    If Alinta Energy does not have your Personal Information, we may not be able to deliver the products or services you have asked for or respond to your questions or comply with the law.

4.3.    We may use your Personal Information in AI systems or AI models (including automated decision-making systems) at Alinta Energy for any of the purposes of collection. 

Who we disclose Personal Information to

4.4.    Depending on what products or services you obtain from us and why you are engaging with us, Alinta Energy may disclose your Personal Information for the purposes described in this Policy to:

• 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 IT services, installing meters, back-office management services or customer acquisition and onboarding services (e.g. energy comparison or moving assistance providers);
• CV checking agencies;
• third persons you have authorised us to provide your information to (such as secondary account holders or your authorised representatives);
• our customer 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;
• credit reporting bodies;
• State and Federal Government Agencies;
• Regulatory bodies and Law Enforcement Agencies;
• Entities responsible for verifying identification records; and
• other persons as required or permitted by law.

4.5.    Alinta Energy takes reasonable measures to ensure the parties we share your information with are bound by confidentiality and the Privacy Act.

4.6.    To verify your identification documents, Alinta Energy uses the Document Verification Service (DVS) offered through the Attorney General’s office (AG). This involves using a secure communications pathway to confirm the identification information you have provided to us matches the original record. We will only disclose identity documents to the DVS where you have consented to do so. The AG will not retain any documents provided to it once the verification process is complete. Alinta Energy is required to report DVS security incidents. For further information about the operation and management of the DVS you can email the Attorney General's Department at DVS.Manager@ag.gov.au.

Consumer Data Right (CDR)

5.1.     Alinta Energy is designated as a data holder under the Consumer Data Right (CDR). The CDR provides consumers with greater access to, and control over, their data. Please see Alinta Energy’s CDR Policy which outlines how Alinta Energy manages consumer data under the CDR regime, as well as your rights under it.

Overseas disclosure

5.2.    Alinta Energy may disclose your Personal Information to entities 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 that the disclosure of, and access to, your Personal Information is secure, that appropriate controls are in place and that your Personal Information is handled in a manner consistent with the Privacy Act.

5.3.    The entities we may share your information with may be located in or have personnel that may access your information from under certain limited and restricted conditions. Please see our Countries Disclosure List for details.

Direct marketing

5.4.    Alinta Energy and/or our business partners may send you direct marketing communications. They may be sent by emails, SMS, mobile App push notifications, mail or other forms of communication.

5.5.    These marketing communications may also be sent to you even if you are no longer a customer of Alinta Energy. Your consent to market will be obtained and managed when you engage with us or are provided our products or services.

5.6.    Where push notifications are available and you have enabled to receive them, the mobile App will use an installation ID and token to identify your mobile App for the purpose of receiving the push notification. You can deactivate mobile App push notification by changing the notification setting in the mobile App or on your mobile device at any time.

5.7.    You may opt-out of receiving these marketing communications by using the unsubscribe facility you are provided.

5.8.    Even if you opt-out of receiving marketing communications, Alinta Energy may still contact you to send important administrative and safety messages, as well as to manage your account.

6.1.    Alinta Energy’s website, www.alintaenergy.com.au, and our mobile App are hosted in Australia. We collect information through our website and App.

6.2.    Alinta Energy’s website includes pages that use cookies which are small amounts of data sent by our website and other third parties and stored on your computer’s hard drive. This allows our servers to recognise your computer when you visit our website in the future. Although cookies are used to collect data about your browser type, the operating system you are using, the web page you visited, your internet service provider and your State location, Alinta Energy does not use this data to identify you personally.

6.3.    Alinta Energy’s website and mobile App also use Google Analytics, a web analytics service provided by Google, Inc. (Google). Google Analytics also uses cookies. Although these cookies do not identify you personally, they allow information about your use of our website (including your IP address and installation ID) to be transmitted to Google. For more information, please see Google's site "How Google uses data when you use our partners' sites or apps", located at policies.google.com/technologies/partner-sites. By using our website and/or mobile App, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

6.4.    Alinta Energy also collects data crash reports which contain information such as IP addresses and installation IDs.

6.5.    You can configure your internet browser to accept all cookies, reject all cookies or notify you when a cookie is sent. If you refuse the use of cookies in this way you may not be able to access the full functionality of Alinta Energy’s website. Please refer to your internet browser’s instructions or help screens to learn more about these functions.

6.6.    To assess the effectiveness of Alinta Energy’s website and mobile App design and layout, as well as monitor traffic to the website, we may contract with third parties to collect statistical data. However no Personal Information is collected during this process.

6.7.    Alinta Energy’s website may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, Alinta Energy is not responsible for the privacy practices of, or any content on, those linked websites, and we have no control over or rights in those linked websites. The privacy policies that apply to those other websites may differ substantially from this Privacy Policy, so we encourage individuals to read them before using those websites.

7.1.    Alinta Energy generally holds Personal Information electronically but we may also store Personal Information in hard copy form and in various third-party databases and platforms.

7.2.    Alinta Energy is committed to the security of your Personal Information and takes reasonable steps to protect your Personal Information from misuse, interference and loss, as well as unauthorised access, modification or disclosure.

7.3.    Alinta Energy uses a number of physical, administrative, and technical measures to protect your Personal Information, which include:

• implementing internal processes and policies in relation to the collection, use and secure storage of Personal Information and educating our People in relation to these obligations;
• storing Personal Information in secure, encrypted data centres;
• using secure networks or encryption when transmitting Personal Information;
• using verification procedures, cameras and sign in procedures to prevent unauthorised access to our offices and buildings;
• requiring the third parties we engage to take adequate security measures and handle your Personal Information in a manner consistent with the Privacy Act;
• complying with payment card industry security standards with respect to the storage and transmission of payment card details;
• regularly assessing the risk of misuse, interference, loss, and unauthorised access, modification or disclosure of that information and taking measures to address those risks; and
• having mandatory annual training for all our staff on our privacy obligations, with a focus on how to keep your information safe and secure.

8.1.    Alinta Energy takes reasonable steps to ensure that the Personal Information we collect, use and disclose is accurate, complete, up to date and relevant.

8.2.    If you believe the Personal Information that we hold about you is inaccurate, incomplete or outdated, please contact us using the details at the end of this Policy. We will endeavour to respond within a reasonable period of receiving your request.

8.3.    We will ask you to verify your identity before we make any corrections.

8.4.    If we do not think that the information needs to be corrected, we will tell you why. If we do not correct your Personal Information, you can ask us to include a statement (that will be attached to that information) that you believe the information is incorrect and why.

9.1.    Alinta Energy takes reasonable steps to ensure that the Personal Information we collect, use and disclose is accurate, complete, up to date and relevant.

9.2.    If you believe the Personal Information that we hold about you is inaccurate, incomplete or outdated, please contact us using the details at the end of this Policy. We will endeavour to respond within a reasonable period of receiving your request.

9.3.    We will ask you to verify your identity before we make any corrections.

9.4.    If we do not think that the information needs to be corrected, we will tell you why. If we do not correct your Personal Information, you can ask us to include a statement (that will be attached to that information) that you believe the information is incorrect and why.

10.1.    When Alinta Energy no longer needs the Personal Information collected for any purpose for which the Personal Information may be used or disclosed, Alinta Energy will destroy/de-identify the Personal Information in accordance with the Privacy Act requirements.

11.1.    If you believe that we have breached the Privacy Act, or you wish to make a complaint about the way we have handled your Personal Information, we encourage you to contact us using the details at the end of this Policy.

11.2.    Please include your name, email address and/or telephone number and clearly describe your complaint. We will respond within a reasonable period of receiving your complaint.

11.3.    If we receive a complaint from you about how we have handled your Personal Information we will determine what (if any) action we should take to resolve the complaint.

11.4.    If we decide that a complaint should be investigated further, the complaint will usually be handled by a more senior officer than the officer whose actions you are complaining about.

11.5.    If you are not satisfied with Alinta Energy’s handling of your complaint, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC). For further information regarding how to make a complaint to the OAIC, you can visit oaic.gov.au/privacy/privacy-complaints.

12.1.    Alinta Energy welcomes your views about our Privacy Policy.

12.2.    To ask us a question, access your Personal Information, request a correction to your Personal Information, make a complaint, or get a copy of this Policy, you can contact Alinta Energy as set out below:

Postal Address:                

Alinta Energy
PO Box 16196
Collins Street West VIC 8007

Or for Western Australian customers:

Postal Address:               

Alinta Energy
PO Box 8348
Perth WA 6849

Phone:  1300 857 251

• For Credit Related Matters marked your correspondence Attention: Credit Team. The Credit Team’s email is ECDefaultListing@alintaenergy.com.au or for Western Australian customers it is DefaultListingSupport@alintaenergy.com.au.
• For General Customer Enquiries marked your correspondence Attention: Customer Service Team. The Customer Service Team’s email is customer.service@alintaenergy.com.au.
• For Privacy Matters marked your correspondence Attention: Privacy Officer. The Privacy Officer’s email is privacy@alintaenergy.com.au.

13.1.    Alinta Energy’s Privacy Policy will be reviewed by our Privacy Officer at least every two years or more frequently if changes are required, including when there are legislative changes or changes to our information handling practices.

13.2.    When we change our Privacy Policy, we update it on our website. This Policy was last reviewed in November 2025.