(i) the https://dex.energy website; and
Why we collect information?
We collect different types of information about you and other users, including personal information.
We do this to enable us to:
- provide our products and services;
- fulfil any contractual obligations, or respond to any enquiries;
- help improve the information and services we offer;
- provide personalised information that is unique to individual users;
- contact users about enquiries, services and support (with permission from the individual); and
- send you marketing and promotional messages and other information that may be of interest to you, including information sent by, or on behalf of, our business partners that we think you may find interesting.
What information do we collect?
The types of information that we collect may include:
- log or click data;
- information you include within any communications with us, such as within your enquiry and registration forms;
- your personal details such as first and last name, postcode, email address, phone number, meter identifier (NMI etc) and distributed energy resource (DER details such as manufacturer, size, type, installed date;
- DER telemetry data (live readings);
- portal usage information;
- credit card and other billing information, information and other data about your use of our products and services (including invoices, copies of your customer contract and records of any communications you have with us, such as phone calls or emails); and
- any other information you provide to us.
How is this information used?
We will only use your personal information for the purpose for which you have provided it, or as otherwise permitted by Australian privacy law. We have set out below a description of some of the typical ways in which we use your information.
Log data or click data
Like most other website or applications on the web, we collect information that your web browser sends whenever you visit our website, and use this data to improve our website and product offering.
This log data may include information such as your computer’s IP address and top level domain name, the browser type, browser version, the pages of our website that you visit and documents downloaded, the time and date of your visit, the time spent on those pages, the referring site and other analytics.
In addition, we may use Google Analytics to collect, aggregate, monitor and analyse this data. This helps with our decision making and helps us to better deliver services and support.
You can instruct your browser to indicate when a cookie is being sent and refuse all cookies altogether. However, bear in mind that if you do not accept cookies, you may not be able to use some portions of our website.
Enquiry and registration form (your personal details)
When you visit our website, make an enquiry or register for one of our products, we may ask you to provide information about you. We use the information you provide to enable us to provide you with our products and services, or to respond to your request. The information we collect may include your contact details (e.g name, address, email, phone number) as well as personal information regarding your personal circumstances.
It is our policy that we will only record your email address if you provide it and it will only be used for the purposes for which you have consented. We will only disclose your personal information where it is required to fulfil the product or service you have requested or use it for other purposes as permitted by law or with your consent.
We may use your personal information to contact you with our newsletters, marketing or promotional materials and other information. Under the Spam Act 2003, you have the right to unsubscribe from email newsletters and communications.
Likewise, if you enquire or register your interest, we will use this information to contact you directly about your request. This information is stored in a third-party Customer Relationship Management system accessible only by us.
Enquiry and registration form information (DER details)
If you register your DER, we may contact you directly to confirm details about the registration and will contact your retailer or agent to obtain verification of DER details and its location on the network.
DER telemetry data
If your DER is registered on deX and is being used for provision of a service, the collected DER telemetry data will be used to calculate the extent of participation of your DER in that service provision and for analysis of that participation over a period of time.
Circumstance for disclosure of your information
Other than in the circumstances described below, we will only disclose your personal information to third parties where you have provided your consent or such a disclosure is otherwise permitted by law. The main parties which we are likely to disclose your personal information to in the delivery of our products and services are your energy retailer, agent, technology vendor, network and system operators.
Required by law
We may be required by law to disclose your personal information, where there is a court order or where there are investigations for any alleged unlawful activities or contraventions of the law.
Third parties and contractors
We may sometimes engage third parties (e.g. other companies or contractors) to perform functions on our behalf. These may include processing of credit card information, mail-outs, debt collection, marketing and advertising.
It is our policy that third parties will only have access to that personal information required by them to perform their functions. They are not permitted to use your information for any other purposes, nor are they to provide your information to third parties without your consent.
Disclosure of personal information outside Australia
We may disclose personal information outside of Australia to our third party suppliers and service providers. The countries in which such entities reside include USA, Germany, Austria, Japan, South Korea, China, New Zealand.
We will, however, take reasonable steps to ensure that any overseas recipient will deal with such personal information in a way that is consistent with the Australian Privacy Principles.
Storage and security
We may hold your personal information in either electronic or hard copy form.
We take all reasonable steps to protect your personal information from misuse, interference and loss, as well as unauthorised access, modification or disclosure. We will dispose of personal information where it is no longer necessary to fulfil the purposes for which the information was collected, or as required by law.
Other sites, applications and services
Our websites may contain links to other websites, applications and other online services operated by third parties. These links are not an endorsement of, or representation that we are affiliated with, any third party. In addition, our content may be included on web pages or in applications or online services that are not associated with us. We do not control third party websites, applications or online services, and are not responsible for their actions. Other websites and services follow different rules regarding the collection, use and sharing of your personal information. We encourage you to read the privacy policies of the other websites, applications and online services you use.
Accessing or correcting your personal information
You can access the personal information we hold about you by contacting us at firstname.lastname@example.org. Sometimes, we may not be able to provide you with access to all of your personal information and, where this is the case, we will tell you why. We may also need to verify your identity when you request your personal information.
If you think that any personal information we hold about you is inaccurate, please contact us and we will take reasonable steps to ensure that it is corrected.
Making a complaint
If you think we have breached the Privacy Act, or you wish to make a complaint about the way we have handled your personal information, you can contact us at email@example.com.
Please include your name, email address and/ or telephone number and clearly describe your complaint. We will acknowledge your complaint and respond to you regarding your complaint within a reasonable period of time. If you think that we have failed to resolve the complaint satisfactorily, we will provide you with information about the further steps you can take, such as contacting the Office of the Australian Information Commissioner.