Privacy Statement

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Our Privacy Commitment

Your privacy is important to us and we know it is important to you. We provide a range of energy services and to do this we need to collect, store, use and disclose your personal and corporate information. 

We are committed to protecting your privacy, keeping your information safe and ensuring the security of your data. We are bound by, and abide by, the Australian Privacy Principles in the Privacy Act 1988 (Cth) ("Privacy Act”). We reserve the right to change our Privacy Statement from time to time. 

Our Privacy Statement

Our Privacy Statement explains how we collect, use and protect your information. It extends to how we control and process personal information. For a copy of our full Privacy Statement email us at info@fetchenergy.com.au. 

Information Collection

We may collect your personal and corporate information, so we can provide you with our services. It also allows us to carry out our business functions. We may collect information such as:

· name, private residential address, business address, postal address, phone numbers or mobile numbers, email address, other contact details, other relevant identification particulars, government-related identifiers for identification, rebate or compliance purposes, company asset and liability details, energy usage details, metering data, site behaviour details and other information;

· your details and opinions regarding any feedback, surveys and customer engagement matters;

· details about complaints, claims or disputes against electricity market participants.

We may also need you to provide us with personal information about other individuals (e.g. about your authorised representatives). If so, we rely on you to have informed those individuals that you are giving their personal information to us and to have advised them about this statement.

How we collect your information

There are three ways that we can collect your information.

1. You give it to us when you or your representatives interact with either us or one of our trusted partners. This might happen when you’re establishing an account with us.

2. We collect information when you use our networks and services. For example, we may use tools to collect your energy usage or use other technologies to identify your usage, or web tools to collect information about how you use our website.

3. We obtain information from outside sources like credit reports, marketing mailing lists, public information and commercially available information. 

We will only collect your personal information from third parties where it is permitted under the Privacy Act, or where you have given us express authority to do so. 

Information security

We may store your information in hard copy or electronic format and keep it in storage facilities that we own and operate ourselves, or that are owned and operated by our service providers. We use a combination of technical solutions, security controls, passwords and internal processes to help us protect your information and our network from unauthorised access, modification and disclosure.

Information use 

We may use and disclose the information for a range of purposes including:

· to help us to properly manage the services we provide to you and to maintain and update our records;

· for establishing and managing customer accounts including charging and billing;

· to communicate with you in order to provide you with our services. We might do this on different mediums such as email, SMS, social media, search engines and web pages you may visit;

· to help us to constantly improve our services;

· for business development and analysis; 

· to contact you about new offers and services.

You have a choice to opt-out of receiving direct marketing materials. If you do not wish to receive this information, please contact us on info@fetchenergy.com.au to advise that you wish to opt out of receiving our marketing material.

Sharing of information

We may share your information with third parties who provide services to us, including organisations and contractors that assist us with providing our services. These services may include:

· Technical experts to assist with the design and development of energy management systems including solar PV, battery storage, use of power factor correction equipment, metering and other energy related technology;

· mailing operations, billing and debt-recovery functions;

· information technology and data quality;

· market research; and

· development, analysis and business intelligence functions.

Internet Information

When you visit the Fetch Energy website, we may collect non-personal information for statistical reporting purposes. Information that is gathered may include your server's IP address and domain name of your Internet service provider, the type of operating system and internet browser you use, pages accessed, documents downloaded and the date and time of your visit. 

Use of Cookies

We may use an Internet browser feature called a Cookie. Cookies are data that a website transfers to an individual's hard drive for record-keeping purposes. Cookies can facilitate a site user's ongoing access to and use of a site. They allow us to track usage patterns and to compile data that can help us improve our content and advertising. If you do not want information collected through the use of Cookies, most browsers allow you to deny or accept the Cookie feature.

Email Communications

Email addresses provided by you are recorded. We may use your email address as a method of informing you about services or market updates that may be of interest to you. You have the option to 'Unsubscribe' and no longer receive electronic marketing communications at any time, by contacting us at info@fetchenergy.com.au 

Access to or correction of your information

You are able to request access to the personal or corporate information which we hold for you, however an administrative charge may apply to provide the information to you. Should you wish to do so please forward your written request to info@fetchenergy.com.au.

We aim to ensure that the personal and corporate information we hold for you is accurate, up-to-date and complete when we collect it from you. However, if any of your details change such as your name or address or you believe your information is incorrect, incomplete or out of date, you can contact us to update your information. There is no charge to correct information. 

Privacy complaints process

You can also use our contact details to notify us of any privacy complaint you have against us. We are committed to acknowledging your complaint in a prompt manner and will give you an estimated timeframe for when we will respond to your complaint.

We will always endeavour to satisfactorily resolve any privacy complaints you may make, however if we are unable to resolve a privacy complaint to your satisfaction you may be able to lodge a complaint with the Australian Information Commissioner.

How to contact us

If you have any questions in relation to this Privacy Statement or our management of your information, please contact us by email at info@fetchenergy.com.au