Integral Energy

Integral Energy Australia is a NSW Government-owned electricity distributor. We also supply or promote other products and services that we believe will benefit our customers.

Collection, use and disclosure

We need to collect personal information such as your name, address, other contact details, previous address, occupation information and personal identification so that we can supply you with electricity. We collect this by telephone and online. Some of the information is needed so we can protect ourselves from possible non-payment and to protect your privacy should you contact us about your account. Unless you tell us otherwise, we might also use your personal information to inform you about other offers or goods and services available to Integral Energy customers.

We might need to disclose your personal information to the contractors we engage to do some of the work required to supply you with electricity, including connection and maintenance work. We might also outsource other business activities. We will only tell these third parties what is necessary for them to do their work and we are taking steps to make sure they treat your personal information as carefully as we do.

Recently, the Government has said customers can choose between electricity suppliers regardless of where you live. If you have moved from another supplier to Integral Energy, or if you leave us, the law might require the transfer of your personal information between us and the other supplier to enable this to occur.

We might also have to disclose your personal information under energy laws, for other legal reasons or in emergencies.

In certain circumstances we might collect information that is sensitive information under the Privacy Act. For instance, we need to know some information about a customer’s health status in relation to the provision of electricity and rebates for life support systems.

We may randomly record calls to Integral Energy for training purposes. We do not disclose these to anyone outside Integral Energy and delete them when no longer necessary, usually after 40 days. Occasionally we might monitor calls for customer service reasons.

We take your security seriously and are taking steps to ensure that your personal information is kept securely, in our databases or otherwise. Our databases are password-protected and we are ensuring adequate security systems are in place. Our staff are aware of their obligations regarding confidentiality and protection of information.

Access and Correction

You are entitled to see a copy of your personal information on request. We might ask you to apply in writing. We will need to confirm your identity before we can provide you with copies of information we hold about you. There might be some reasons, for instance if you are in dispute with us, as to why we will refuse you access. We will explain this to you. You have the right to correct any errors in information we do provide and we will, if we agree, update our records.

Further information

If you have any queries or would like further information about privacy, you may telephone our call centre on 131002, or write to the Manager Customer Care, Integral Energy, PO Box 6366 Blacktown NSW Australia 2148, 51 Huntingwood Drive Huntingwood NSW 2148.

Dealing with Integral Energy over the Internet

This web site is owned and operated by Integral Energy Australia, a NSW Government-owned electricity distributor. We also supply other energy products and services and, occasionally, offer other products and services in conjunction with other suppliers.

This privacy policy sets out how we handle information provided by you online so that you can decide whether you wish to continue using this site.

The transmission of information to us over the Internet is not secure. Other people may be able to intercept or view and collect the information you send over the Internet. We will not know if this has happened and cannot guarantee security.

Information collected

Log files

When you view this web site, our Internet Service Provider, EDS Australia, automatically makes a record of your visit and logs the following information for statistical purposes:

your server address
your top level domain name (for example .com, .gov, .au, .uk etc)
the date and time of your visit to the site
the pages you accessed and documents downloaded
the previous site you have visited
the type of browser you are using.

Integral Energy will not make an attempt to identify you from these statistics. The information may be used to allow us to improve our services by learning about the parts of our web site that are more frequently visited, general patterns of visiting and technologies used. However, a law enforcement agency or other government agency may exercise its legal authority to inspect our Internet Service Provider's logs in certain cases.

Cookies can be either "persistent" or "session" based. Persistent cookies are stored on your computer, contain an expiry date, and may be used to track your usage history of the issuing web site. This enhances your use of the web site by, for instance, fast-tracking you to the part of the Website you most frequently use. Session cookies are used for temporary in-memory storage such as remembering the items currently in your shopping cart. They are short-lived, are used only during a browsing session, and expire when you quit your browser.

Integral Energy use session cookies to provide enhanced navigation through our website. We do not gather or store any personal information from session cookies.

Integral Energy use persistent cookies to remember your activities on our website for the sole purpose of enhancing your experience on our website (via increased functionality such as fast-tracking you to the part of the Website you most frequently use.) We do not use persistent cookies to identify you personally, or to correlate you personally with your activities on our website.

Integral Energy does not knowingly allow advertisers or any third parties to use any cookies to monitor your use of our web site.

You can set your browser to delete or reject cookies. If you do, you might not be able to use our web site effectively.

Feedback/e-mail

If you use our feedback form, or e-mail us from this site, we will record the information you give us. If you use our feedback form, or send us an e-mail, the information you give us will only be used for the purpose for which you provided it. This may include replying to you and forwarding your e-mail to staff within Integral Energy or to contractors providing services to Integral Energy so that we can respond to your e-mail or feedback. We might also need to access our existing records of your account, or previous information you have provided to us if it assists in responding to your matter.

Your e-mail address and other personal details you send to this site will not be added to a mailing list or used for any other purpose without your consent.

Online forms

We are providing online forms to connect with Integral Energy or simply obtain a quote. We necessarily require certain personal information to do this. We also ask for optional information that might later be used to offer you information about different products and services. Our online forms give you the option to decline to receive such offers.

Special Offers, Competitions or Other Activities

From time to time we may offer on our web site promotions which invite you to register your name and contact details. If you do not provide this information you will not be able to take up the offer or participate in the competition. We will give you the option to decline to allow us to use your information for subsequent marketing purposes should we intend to do so.

Accessing your information

If you wish to see a copy of your personal information we have recorded, you may contact us in writing with such a request. We will need to reasonably confirm your identity and will provide you with copies of information we hold about you. You may wish to correct this and return it so we may update our records.

Further Information On Privacy

If you would like further information on privacy or your personal information, please e-mail us at integral@integral.com.au or Contact Us.

Alternatively you may telephone our call centre on 131002, or write to the Manager Customer Care, Integral Energy, PO Box 6366 Blacktown NSW Australia 2148.

If we change this policy we will post it on this web site so we recommend you review our online privacy policy whenever you visit our web site.

20 February 2002