The Energy and Water Ombudsman (SA) Ltd ("the Company") is committed to adhere to the National Privacy Principles ("NPPs") contained in the Privacy Act 1988.
INTENT OF POLICY
This Policy applies to all of our employees and any other person engaged to work on behalf of the Company.
Personal information is generally information about an individual that can be used to identify that individual. The NPPs outline how personal information should be managed by businesses to ensure that the privacy of individuals who deal with those businesses is protected.
COLLECTION OF PERSONAL INFORMATION
The Company only collects personal information where it is necessary for us to respond to enquiries or resolve complaints. We may require information from complainants lodging complaints with us including the following:
Full name and address
Details of the service the complaint is about, which may include an account number with an energy or water service provider
Name of the energy or water service provider
Authority to Act from the account holder where the complaint is being lodged on the account holders behalf by a third party
Other relevant information that may assist us to resolve the enquiry or complaint.
Our website can be accessed without disclosing personal information. We will only have a record of any personal information if it is provided to us. The website also contains a Privacy Statement, which summarises this Policy.
Complainants also have the right to contact us anonymously. However, this may affect our ability to assist with the enquiry or complaint.
USE AND DISCLOSURE OF PERSONAL INFORMATION
Personal information may be collected directly from the complainant, or it may be obtained from their energy or water service provider.
The Company treats all complaints as confidential between the complainant, the members (energy or water service providers) and this office. From time to time, we may need to disclose complainants personal information to agencies such as the Technical Regulator or the Essential Services Commission of South Australia ("ESCOSA"), the Australian Energy Regulator ("AER"), or to a third party who may be able to assist in the investigation.
We will ensure that personal information will not be used or disclosed to other State institutions or authorities except if required by law.
ACCESS TO YOUR PERSONAL INFORMATION
Complainants have the right (with some exceptions) to access the personal information we hold about them that we may have collected and held. Access to the information can be arranged by contacting the Business Services Manager or the Company Secretary.
It is our Policy not to provide documents, however acquired, relating to the specific details of an investigation unless required by law.
If a complainant's file contains references to a third person, the details of whom may have been supplied to us during the course of an investigation, we will delete all references to the third party prior to releasing the information.
STORAGE AND DISPOSAL
In addition to the requirements of this Policy, any personal information will be handled in accordance with the Company's Document Retention/Destruction Policy.