Energy Flex Privacy Policy

Energy Flex Privacy Policy
  1. Energy Flex Pty Ltd ABN 95 648 480 166 (we, us or our) understands that protecting your personal information is important. This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us when providing our website and energy solution services, such as the Energy Value Platform (Services), or when otherwise interacting with you.

The information we collect
  1. Personal information: is information or an opinion, whether true or not and whether recorded in a material form or not, about an individual who is identified or reasonably identifiable. The types of personal information we may collect about you include:
  2. your first name and last name;
  3. your contact details, including email address, postcode, whether you are engaging us personally or on behalf of your employer (in which case, we gather information about who your employer is), and phone number;
  4. your meter usage details, including meter address, usage times and quantity of usage;
  5. your solar panel usage, battery usage and energy generation capabilities;
  6. your credit card or other payment details, where required;
  7. your preferences and/or opinions, including your opinions about receiving marketing from us, our third parties and your general communication preferences;
  8. information you provide to us, including through feedback, customer surveys or otherwise;
  9. details of products and services we have provided to you and/or that you have enquired about, and our response to you;
  10. support requests submitted to us and our response to you;
  11. information about your access and use of our Services, including through the use of Internet cookies, your communications with our online Services, the type of browser you are using, statistics on page views and sessions, device and network information, acquisition sources, browsing behaviour, the type of operating system you are using and the domain name of your Internet service provider;
  12. additional personal information that you provide to us, directly or indirectly, through your use of our Services or if you interact with us using your social media platforms; and
  13. any other personal information requested by us and/or provided by you or a third-party.


1. Consumer Data Right

We will also collect some relevant information that is captured by the Consumer Data Right regime (CDR). It’s a secure way for you to send your data to companies with your full consent, knowledge and control. The intention is that you can help find the best products and pricing, and to help switch to new products and services. We collect the following classes of CDR data:

  • Name, occupation and contact details

    • Name
    • Occupation
    • Phone
    • Email address
    • Mail address
    • Residential address

  • Organisation profile and contact details

    • Agent name and role
    • Organisation name
    • Organisation numbers (ABN or ACN)
    • Charity status
    • Establishment date
    • Industry
    • Organisation type
    • Country of registration
    • Organisation address
    • Mail address
    • Phone number

  • Energy data

  • Concessions and assistance

    • Concession type
    • Concession information

  • Account and plan details

    • Account and plan information
    • Name of retailer
    • Account type
    • Fees, features, rates and discounts
    • Additional users

  • Payment preferences

    • Payment and billing frequency
    • Any scheduled payment details

  • Billing payments and history

    • Account balance
    • Payment method
    • Payment status
    • Charges, discounts, credits
    • Billing data
    • Usage for billing period
    • Payment date
    • Invoice number

  • Electricity usage

    • Usage
    • Meter details

  • Electricity connection

    • National Meter Identifier (NMI)
    • Customer type
    • Connection point details

  • Electricity meter

    • Supply address
    • Meter details
    • Associated service providers

  • Energy generation and storage
    • Generation information
    • Generation or storage device type
    • Device characteristics
    • Devices that can operate without the grid
    • Energy conversion information

This CDR data is collected and managed through our third party provider, Adatree. Their CDR policy is available here and their privacy policy is available here. When you share your CDR data with us, you grant consent for its handling as outlined in this policy.

3. How we collect personal information
  1. We collect personal information in a variety of ways, including:
  2. Directly: We collect personal information which you directly provide to us, including through the ‘Get in Touch’ form on our website or when you request our assistance via email, via the platform, or over the telephone.
  3. Indirectly: We may collect personal information which you indirectly provide to us while interacting with us, such as when you use our website, in emails, over the telephone and in your online enquiries.
  4. From third parties: We may be provided with personal information from our clients, in order to provide our Services. These clients include utilities companies, and local councils, among others. We collect personal information from third parties about you or your use of our website from third parties such as your authorised representative, our agents, our analytics and cookie providers and our marketing providers. See the “Cookies” section below for more detail on the use of cookies.

4. Why we collect, hold, use, and disclose personal information
  1. Personal information
    We may collect, hold, use and disclose personal information for the following purposes:

  • to enable you to access and use our Services, including to assist you to understand and improve your energy usage and costs;
  • to provide our Services to you, including to manage your appointments;
  • to enable you to access and use our associated applications and associated social media platforms;
  • to contact and communicate with you about our Services, including in response to any telephone or email address details you enter into our website or platform, support requests you lodge with us or other enquiries you make with us;
  • for internal record keeping, administrative, invoicing and billing purposes;
  • for analytics, market research and business development, including to operate and improve our Services, associated applications and associated social media platforms;
  • for advertising and marketing, including to send you promotional information about our services and other information that we consider may be of interest to you;
  • to comply with our legal obligations and resolve any disputes that we may have;
  • if you have applied for employment with us, to consider your employment application; and
  • if otherwise required or authorised by law.
  • Our disclosures of personal information to third parties

    We may disclose personal information to:
  • third-party service providers for the purpose of enabling them to provide their services, to us, including (without limitation) web-hosting and server providers, email marketing providers, debt collectors, maintenance or problem-solving providers, marketing or advertising providers, professional advisors, local councils, energy retailers and payment systems operators;
  • our employees, contractors and/or related entities;
  • our existing or potential agents or business partners;
  • professional advisors, bankers, auditors, our insurers and insurance brokers;
  • sponsors or promoters of any promotions or competition we run;
  • anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred;
  • courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you;
  • courts, tribunals, regulatory authorities and law enforcement officers, as required or authorised by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights;
  • third parties to collect and process data, such as Adatree; and
  • any other third parties as required or permitted by law, such as where we receive a subpoena.

5. Overseas disclosure

While we store personal information in Australia, where we disclose your personal information to the third parties listed above, these third parties may store, transfer or access personal information outside of Australia. We will only disclose your personal information overseas in accordance with the Australian Privacy Principles.

6. Your rights and controlling your personal information
  1. Your choice: Please read this Privacy Policy carefully. If you provide personal information to us, you understand we will collect, hold, use and disclose your personal information in accordance with this Privacy Policy. You do not have to provide personal information to us, however, if you do not, it may affect our ability to provide our Services to you and your use of our Services.
  2. Information from third parties: If we receive personal information about you from a third-party, we will protect it as set out in this Privacy Policy. If you are a third-party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.
  3. Anonymity: Where practicable we will give you the option of not identifying yourself or using a pseudonym in your dealings with us.
  4. Restrict and unsubscribe: To object to processing for direct marketing/unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.
  5. Access: You may request access to the personal information that we hold about you. An administrative fee may be payable for the provision of such information. Please note, in some situations, we may be legally permitted to withhold access to your personal information. If we cannot provide access to your information, we will advise you as soon as reasonably possible and provide you with the reasons for our refusal and any mechanism available to complain about the refusal. If we can provide access to your information in another form that still meets your needs, then we will take reasonable steps to give you such access.
  6. Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to promptly correct any information found to be inaccurate, out of date, incomplete, irrelevant or misleading. Please note, in some situations, we may be legally permitted to not correct your personal information. If we cannot correct your information, we will advise you as soon as reasonably possible and provide you with the reasons for our refusal and any mechanism available to complain about the refusal.
  7. Complaints: If you wish to make a complaint, please contact us using the details below and provide us with full details of the complaint. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take in response to your complaint.

7. Storage and security
  1. We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures, to safeguard and secure personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.
  2. While we are committed to security, we cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk.

8. Cookies
  1. We may use cookies on our website from time to time. Cookies are text files placed in your computer’s browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, they do recognise you when you return to our online website and allow third parties, such as Google and Facebook, to cause our advertisements to appear on your social media and online media feeds as part of our retargeting campaigns. If and when you choose to provide our online website with personal information, this information may be linked to the data stored in the cookie.
  2. You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our website.

Our website may contain links to other party’s websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.

10. Amendments

We may, at any time and at our discretion, vary this Privacy Policy by publishing the amended Privacy Policy on our website. We recommend you check our website regularly to ensure you are aware of our current Privacy Policy.

For any questions or notices, please contact us at:

Energy Flex Pty Ltd

ABN 95 648 480 166

Email: support@energyflex.com.au

Last update: 25th September 2023

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