We may collect and hold personal information about you, that is, information that can identify you, as part of:

1. providing goods or services to you, as a customer or potential customer
2. dealing with your business, where you work for one of our suppliers, service providers, agents or other businesses we deal with
3. assessing your application for employment, as a job applicant
4. you browsing our website, as an internet user.

The kinds of information we typically collect include name, gender, postal and street address, phone numbers, facsimile number, email address, place and type of business, and other information relevant to our dealings with you.

Where we extend credit to you we may also collect and hold credit related information about you, such as your credit and payments history, financial information, credit rating, credit assessment score and information about any past credit issues (like non-payment, bankruptcy or court judgements). The credit section below outlines our handling of that information in more detail, and where it does not specifically address an issue, the credit related information is handled in the same way as other personal information (including for access and complaints).

We may also collect and hold sensitive information about you where it is needed as part of our dealings with you, including information about your health (e.g. any medical conditions that we need to know about in providing energy services to you or someone you know), racial or ethnic origin (e.g. if you need an interpreter) and criminal record (if relevant to us assessing your job application).

Wherever we can, we get personal information about you directly from you. This might be through one of our standard forms, over the internet, via email, or while we are talking to you on the telephone. We may also collect personal information about you from people you have given authority to act on your behalf.

There may, however, be some instances where we get personal information about you from someone else because it is not reasonable or practical to get it directly from you. When we do this, we will let you know. For example, if you are not the account holder, we might be given information about you that we need to know (e.g. if you have a medical condition we need to know about) by the person you live with who tells us about you. We will also sometimes access publicly available records about you (e.g. from a credit reporting body).

What personal information we collect and hold about you depends on why we are interacting with you.

Generally, we collect, use and hold your personal information if it is reasonably necessary for or directly related to the performance of our functions and activities. This includes collecting your information for the purposes of:

1. providing goods and services to you or someone else you know (and being paid for them);
2. responding to your enquiries;
3. advertising and marketing activities, including providing you with promotional material or information about other goods and services that we and other organisations that we have affiliations with, offer that may be of interest to you, and promoting our services to new or prospective customers;
4. facilitating our internal business operations, including fulfilling of any legal requirements and exercising any legal rights;
5. analysing our goods and services and customer needs with a view to developing new or improved goods and services;
6. dealing with your employer as our supplier, service provider, agent or another business we have dealings with;
7. contacting you to seek your feedback about our goods or services (e.g. by telephone or an email survey);
8. assessing your creditworthiness and how much credit to give you (if any), collecting payment for our goods or services and managing any non-payment or late payment, and
9. assessing your application to work for us.

We only collect sensitive information about you if you consent to the collection of the information and if the information is reasonably necessary for the performance of our functions, as set out above, or if the law otherwise permits us to.

If we buy other businesses, merge with another company or are acquired by another company, your information may be used for the purposes of the combined business or shared with the buyer of our business so they can continue to provide services to you or someone you know.

If the personal information you provide to us is incomplete or inaccurate, we may not be able to provide you, or someone else you know, with the goods and services you, or they, are seeking.

You can opt out of us using your personal information to promote (ours or others’) goods or services directly to you at any time. There will be opt out instructions on any promotional material we send you, or you can opt out (or later opt back in) by emailing us at privacy@reampedenergy.com.au.

If you access our website, we may collect additional personal information about you through the use of analytics services like Google Analytics, which allow us to see at an aggregated level statistics about visitors and visits to our website.

Our website may contain links to other websites. We may also display advertising provided by a third party advertising service, or provide information to advertising service providers to assist in online promotions to new or prospective customers. We are not responsible for the privacy practices of the providers of linked websites or advertisements served from other websites and they are not subject to our privacy policies and procedures.

Our website uses web browser features like cookies, pixel tags and geolocation when you are browsing our website to provide customisations, analytics and remember your preferences (unless you have blocked these features). These are mainly to identify returning visitors and to prepare customised web pages for them. They do not identify you personally, but they may link back to a database record about you. We use these features to monitor usage of our website and to create an individual record of your visit and usage of our website so we can serve you more effectively and improve our website.

You may opt out of or disable any or all of these features through your browser. Our website may not provide as optimal an experience for you if you do so. You can also opt out of online marketing activity generally by using services like Your Online Choices, which enable bulk opt-outs for organisations signed up to that service (http://www.youronlinechoices.com.au/).

Generally, we only use or disclose personal information about you for the purposes for which it was collected (as set out above). We may share personal information about you with:

1. our related entities to facilitate our and their internal business processes;
2. third party service providers, who assist us in operating our business, and providing goods and services to you or someone you know (including information technology service providers and third party advertising and marketing service providers) and these service providers may not be required to comply with our privacy policy;
3. our related entities and other organisations with whom we have affiliations so that those organisations may provide you with information about goods and services and various promotions; and
4. if the information is credit information, credit reporting bodies, debt collectors, any person who is acting as guarantor of your debts and other energy companies requesting credit information about you.

There may also be circumstances where the law allows us to use or share your personal information for purposes other than these.

We only share details of any outstanding payments with a credit reporting body once they are 60 days overdue. We notify the credit reporting body again if and when those payments (including any additional interest or fees) are no longer outstanding.

Some of our related entities or service providers may be overseas or use infrastructure that is overseas. When we share your personal information with them, we are likely to be disclosing it overseas. This is most likely to be to entities in New Zealand, the USA and India.

We store your personal information in different ways, including in paper and in electronic form, including in cloud-based storage provided by third party service providers. The security of your personal information is important to us. We take all reasonable measures to ensure that your personal information is stored safely to protect it from interference, misuse, loss, unauthorised access, modification or disclosure, including electronic and physical security measures.

We use a third party payment processor to take payment online by credit card. This information is transmitted using secure, encrypted means to protect your credit card details in transit. We do not keep your credit card details or bank account details (they are stored securely by our online payment provider in accordance with its own privacy policy).

You may access the personal information we hold about you by making a written request to privacy@reampedenergy.com.au. We will respond to your request within a reasonable period. We may charge you a reasonable fee for processing your request (but not for making the request for access).

We may decline a request for access to personal information in circumstances prescribed by the Privacy Act, and if we do, we will give you a written notice that sets out the reasons for the refusal (unless it would be unreasonable to provide those reasons), including details of the mechanisms available to you to make a complaint.

If you ever believe the personal information we hold about you is inaccurate, incomplete or out of date, please notify us immediately. We will take reasonable steps to correct the information so that it is accurate, complete and up to date.

If we refuse to correct your personal information, we will give you a written notice that sets out our reasons for our refusal (unless it would be unreasonable to provide those reasons), including details of the mechanisms available to you to make a complaint.

If you wish to make a complaint about a breach of the Privacy Act, the Australian Privacy Principles or a privacy code that applies to us, please contact us at privacy@reampedenergy.com.au and we will take reasonable steps to investigate the complaint and respond to you.

If after this process you are not satisfied with our response, you can submit a complaint to the Office of the Information Commissioner. To lodge a complaint, visit the ‘Complaints’ section of the Information Commissioner’s website, located at http://www.oaic.gov.au/privacy/privacy-complaints, to obtain the relevant complaint forms, or contact the Information Commissioner’s office.

You may also be able to lodge a complaint with the energy ombudsman in your State if you are not happy with how we have dealt with your complaint. Visit the following websites for details of how to lodge a complaint with the relevant ombudsman:

For more information about privacy in general, you can visit the Office of the Information Commissioner’s website at www.oaic.gov.au.

Where we provide products or services to you on credit (where you pay for products or services after we start providing them to you), we are a credit provider for the purposes of the Privacy Act. When you apply for and open an account with us, we may collect credit related information about you, and hold that credit information electronically, both at our own premises and with the assistance of our service providers.

This credit related information includes information we collect direct from you, and information we collect from other credit providers and/or credit reporting bodies.

The credit related information we collect and retain includes your personal details such as name, address, date of birth, contact details and any aliases; your credit history; details of any credit you have obtained or sought from other credit providers; your credit rating or credit assessment score that a credit reporting body may provide us; and any details of prior overdue payments, credit infringements, defaults, bankruptcies and judgements.

You understand that if we do not collect this credit-related information from you, then we will not be able to provide you with credit.

The purpose of us collecting this credit related information is to hold and use this information to: evaluate your credit eligibility; determine what level of credit, if any, we can provide to you (and continue to provide to you); manage our relationship with you when supplying you with electricity; collect payments you owe us; respond to any access or correction requests that you make; respond to any complaint that you make; and comply with law or an order of a court or tribunal.

We may also use this information, along with information disclosed to us by relevant credit reporting bodies to derive a credit assessment score for you. If we refuse your application for credit based on information provided to us by a credit reporting body, we will inform you of this and provide you with the name and contact details of that body.

We may disclose your credit-related information to credit reporting bodies (the credit reporting body we currently use is Equifax but this may vary from time to time). These credit reporting bodies may disclose this credit information to: other credit providers while assessing your credit worthiness; debt collectors – both in Australia and overseas (and other third parties providing credit related services to us); to third parties to whom we may assign your debts – both in Australia and overseas; to other energy providers that provide or are considering providing, credit to you; and your guarantor (if any).

When permitted by law, we may report, to any credit reporting body, information relating to any outstanding payments (more than 60 days overdue) you have with us. If, after this report is made, any of the outstanding payments (along with any late payment fees, accrued interest, or other fees we are legally permitted to charge) are made or are otherwise discharged, we will notify the credit reporting body that your payments are no longer outstanding.

Under the Credit Reporting Privacy Code, there are several ‘notifiable matters’ that we are required to disclose to you at or before the time of collecting personal information that is likely to be disclosed to a credit reporting body. Those matters are:

1. the credit reporting body may include the credit information we provide to it in reports, which it then provides to other credit providers to assist those other credit providers to assess your credit worthiness;
2. if you fail to meet your payment obligations in relation to consumer credit, or commit a serious credit infringement, we may disclose this to a credit reporting body;
3. you can request a copy of this Privacy and Credit Reporting Policy by contacting us, or obtain it directly from our website;
4. the credit reporting body we currently use to perform credit checks is Equifax, but this may vary from time to time. You can request a copy of Equifax’s credit reporting policy from its website (https://www.equifax.com.au/privacy) or by contacting them directly at:
   
   Equifax – Public Access
   Equifax Australia Information Services and Solutions Pty Limited
   GPO Box 964
   NORTH SYDNEY NSW 2059
5. you have the right to access credit information we hold about you, request that we correct the information, and make a complaint, as set out further in the remainder of this Privacy and Credit Reporting Policy;
6. you can request a credit reporting body not to use your credit reporting information for the purposes of pre-screening of direct marketing by us; and
7. you can request a credit reporting body not to use or disclose your credit reporting information if you believe on reasonable grounds that you have been, or are likely to be, the victim of fraud.

This is version 3 of this Privacy Policy. This document was last updated on 15.12.2020.