Intellihub Privacy Policy

Last Updated December 2024

This privacy policy applies to:

Intellihub Australia Pty Ltd (ACN 626 079 614) (including in its capacity trading as Enreal);

Intellihub Limited (NZCN 7182516);

each of their subsidiaries and other related body corporates, including Intellihub Pty Ltd (ACN 601 509 693) and Intellihub Metering Pty Ltd (ACN 105 423 541) but excluding Pooled Pty Ltd (ABN 45 664 002 706) which is covered by the Pooled privacy policy here

(referred to in this policy as Intellihub, we or us).

This policy is to inform you of:

  • the kinds of personal information that we collect and hold;
  • how we collect and hold personal information;
  • the purposes for which we collect, hold, use and disclose personal information;
  • how you may access your personal information and seek the correction of that information;
  • how you may complain about our practices with respect to your personal information and how we will deal with such a complaint;
  • when we are likely to disclose your personal information to overseas recipients; and
  • if we are likely to disclose personal information to overseas recipients – the countries in which such recipients are likely to be located.

 

Collection

Types of personal information we may collect

Personal information we collect may include:

  • your name and age;
  • contact details such as phone number, email address and address;
  • financial information such as bank account details, credit card details, information about your income and household income, copies of bills that you provide to us, information included in your credit report (where you have consented to us conducting a credit check on you), or other information you provide us about your financial situation;
  • the types of products and services that we provide you, and information about how you use such products and services;
  • information generated by our products, such as (where you own a home energy product) your energy use profile;
  • information required to satisfy our obligations under relevant legislation or which is otherwise reasonably necessary for the purpose of supplying you with our products and services;

  • generic website visitor information, such as the pages that have been visited, how much time is spent on various pages, the visitor’s domain name, IP address, browser, computer platform, geolocation, and the originating web page of the visitor. See also the section below titled Use of Cookies; and

  • other information you provide to us or that we collect when we interact with you or provide a product or service to you. This may include information:
    • about retail tariffs for energy services at your property;
    • about an application to connect your property to the energy grid; and
    • about your property, including that you have sold your property, information about works occurring on your property and, where you have agreed to us conducting an inspection of your property, photos and other information about the property.

 

When and how we collect personal information

We may collect personal information at various times, including when you provide us with information:

  • through web forms or sign-up terms for our products;
  • in discussions with our personnel (whether in person, through telephone or other modes of communication); and
  • through customer surveys or similar.

We may collect personal information about you directly from you or from other sources, such as:

  • from third party partners we work with to offer or provide you with products or services;
  • from persons who are authorised to share your personal information with us, such as your agent or representative; and
  • by using cookies (see also the section below titled Use of Cookies).

 

Purpose of collection, use and disclosure

Intellihub may collect, hold, use and disclose your personal information for the following purposes:

  • to respond to your requests for information;
  • for identification purposes;
  • to communicate with you, including to respond to your enquiries and complaints;
  • to supply you with products and services;
  • to provide products and services to your energy retailer or network company;
  • to communicate with your energy retailer or network company in connection with:
    • their provision of products and services to you; or
    • our provision of products and services to you;
  • to communicate with government agencies, in connection with an application for renewable energy grants or rebates, or funding that we are making on your behalf;
  • to provide, assess and improve the performance of the website and products and services that we provide, including in relation to data analysis, researching and developing new products and services, managing the provision of our customer service, planning future service requirements, and analysing our customer base;
  • to manage our business operations, for example for general administrative purposes or communicating with referral partners;
  • to contact you in relation to our products and services, particularly if we believe there are any products or services, or any information we believe you might be interested in, as permitted by law;
  • to comply with our legal, governmental or regulatory requirements, or in connection with legal proceedings, crime or fraud prevention, detection or prosecution;
  • to monitor the safety and security of our staff and our sites, and to complete incident investigations; and
  • any other purposes identified at the time of collecting your personal information.

If you do not provide us with all the personal information we request, we may not be able to provide some or all of our products and services to you.

 

Overseas disclosure

Sometimes, we may send your personal information overseas, including to:

  • Intellihub group company members that are located in New Zealand or Australia;
  • service providers or third parties who we may contract with to provide products and services and who may operate outside Australia or New Zealand, including in Singapore, Germany, the United States of America, the Philippines and India; and
  • comply with laws or help government or law enforcement agencies.

We will only do this in accordance with applicable privacy laws, or where you have otherwise authorised us to do so.

 

Access to and correction of personal information

You may at any time request access to, or (if necessary) correction of, any personal information about you held by us by sending an email to privacy@enreal.com.au. To request access to, or (if necessary) correction of, any personal information about you held by a third party, please contact that party to access and/or correct that personal information. Depending on your request and to the extent permitted by law, we may charge a small fee for providing access to your personal information. If you become aware that the personal information we hold about you is inaccurate, incomplete, out of date, irrelevant or misleading, then you should contact us.

We will not be able to disclose information to you:

  • without having reasonable grounds to believe that you are (or are authorised by) the person about whom information sought; or
  • if disclosing that information would lead to unwarranted disclosure of the personal information of another individual.

 

Use of cookies

The Intellihub website may use cookies to gather statistics about a user’s visits to its websites. Cookies are small blocks of text that may be stored on your device and accessed on subsequent visits to the Intellihub website.

You can prevent new cookies from being installed and delete existing cookies through the tools on your internet browser. You may be unable to make full use of the Intellihub website unless you accept cookies.

 

Use and disclosure of data and information collected

We may use personal information where:

  • disclosure is necessary for the purposes set out in this privacy policy;
  • you specifically authorise us to do so; or
  • we are legally required or permitted to do so.

We may disclose your personal information to our suppliers, consultants, partners, service companies and other contractors who:

  • provide us with products and services which support the products and services we provide to you, but only to the extent that such disclosure is required to allow such suppliers, consultants, partners, service companies and other contractors to provide products and services to us or to you; or
  • we collaborate with to research and develop new products.

We may also disclose your information to government agencies in connection with your application for renewable energy rebates, grants or funding but only to the extent that such disclosure is required for the purposes of such application.

If our affiliates, partners or customers directly provide you with a product and service, they may have a separate privacy policy. You should refer to that privacy policy for details of how they collect, use and disclose your information.

We may also disclose your personal information as part of a sale or divestment of any of our assets or businesses or where we are permitted to do so under applicable privacy laws.

 

Marketing communications

If you consent to receive marketing communications from us or we are permitted to do so by law, we may contact you for marketing purposes. We may do this by contacting you directly through email, SMS, telephone or in app or push notifications.

You can opt-out of receiving marketing communications at any time using the relevant opt-out facility we provide, which may depend on the type of communication. For example:

  • clicking the ‘unsubscribe’ button in the communications we send to you;
  • updating your notification preferences in the relevant app; or
  • sending a request to privacy@intellihub.com.au.

 

Privacy related questions and complaints

If you have any questions about privacy-related issues or wish to complain about a breach of the Australian Privacy Principles, the New Zealand Information Privacy Principles, or the handling of your personal information by us, you may lodge your complaint in writing to privacy@enreal.com.au.

We will handle your complaint in accordance with applicable laws, and provide you with a response within a reasonable timeframe.

If you have raised a complaint with us and are not satisfied with our progress of your complaint or our response, you may raise this directly with the Office of the Australian Information Commissioner: https://www.oaic.gov.au/privacy/privacy-complaints/lodge-a-privacy-complaint-with-us/ or the Office of the New Zealand Privacy Commissioner: https://www.privacy.org.nz/your-rights/making-a-complaint/.

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