We appreciate that like most people, your privacy is very important to you. Your privacy is also extremely important to us.
We have strict systems in place that aim to make sure your personal information stays protected and is only used for the right purposes. In every instance we seek to collect, store, use and disclose your information professionally and responsibly. Synergy does not sell, rent or trade your personal information.
What this policy covers
What is personal information?
"Personal information" is information or an opinion, whether true or not, and whether recorded in a material form or not, about an identified individual, or an individual who is reasonably identifiable.
The types of personal information we may collect about an individual will depend upon the nature of our interaction with them. In general, personal information we collect may include details such as your name, address, phone numbers or email address. Other types of personal information we collect can include amongst other information:
- Financial details, including your credit card number or bank account number;
- Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy;
- Your usage information relating to power supply or any other product or service; and
- Your household metering data and other data collected in relation to Synergy's New Technologies (for further information refer to the paragraph 'New
If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you.
How and why we collect and store your personal information
We only collect your personal information to allow us to conduct our business functions and to market and sell our products and services.
Wherever it’s possible, we try to collect personal information directly from you. Usually this is done over the phone, when you fill out an application form or contract, when you buy our products and services or request information about us, when you visit or contact us through our website, or when you (or your authorised contact) speak to us in person.
When you call us, your call may be recorded and used for training, service quality, record keeping and compliance purposes. If you would prefer not to have your call recorded simply let our customer service representative know and they will address this for you.
Sometimes, we’ll also collect, confirm and share your details with external agencies such as
- The Office of Seniors' Interests (to confirm entitlements to concessions);
- Centrelink (to confirm entitlements to concessions);
- WA government departments or other government agencies such as ASIC, WA Police or the Australian Tax Office who make requests (for the purposes of responding to those requests); and
- The Energy and Water Ombudsman's Office (to investigate and respond to small use customer complaints).
- Western Power (for network outage purposes)
- Other collaborating partners relating to New Technologies if you or your household has chosen to participate in those.
credit reporting bodies, in order to verify information and assess credit worthiness of our business customers, where permitted by law.
Occasionally we’ll collect your personal details from sources such as real estate agents, builders, brokers and energy consultants or powers of attorney — but only when it is unreasonable or impractical to collect this information directly from you, or if you’ve authorised them to provide that information, or if we are otherwise permitted by law to do so (for example, we are authorised by the Electricity Industry (Customer Contracts) Regulations 2005 (WA) to collect acceptable customer identification information as a precondition to entering into a standard form contract).
It’s normal business practice to collect or receive personal information from external agencies when it’s necessary for us to be able to provide you with our energy products and services. We also understand the obligations under privacy legislation in relation to what is defined in the legislation as ‘Sensitive Information'. Sensitive information that we may collect from you includes (but is not limited to):
- health information (such as any life support requirements and concessions information);
- information pertaining to your financial position to enable Synergy to offer payment and financial assistance, and/or
- information relating to circumstances of domestic violence where you chose to disclose such information to Synergy.
This information will only be collected if needed, and only if you’ve consented to providing that information.
Personal information may also be collected incidentally when we monitor and maintain our organisation's assets. For example, from time to time we use automated technology such as unmanned aerial vehicles (UAV's) and closed-circuit television (CCTV) to monitor our generation sites and infrastructure. UAV's may be used:
- for aerial monitoring of sites and infrastructure and stockpile monitoring;
- to undertake 3D mapping of our sites and for site asset management;
- for emissions monitoring;
- for traffic monitoring (monitoring movement of people and vehicles across our sites)
- for plant at height maintenance; and
- to capture images and video footage (e.g. of our sites or infrastructure) for marketing and promotional purposes,
whilst CCTV may be used:
- to maintain the safety of the public, our staff and contractors;
- to maintain the security of our property;
- to assist in deterring criminal acts; and
- to facilitate the apprehension and prosecution of offenders who commit a crime,
and in doing so images or video footage containing personal information may be captured.
Where we engage with you multiple times over a short period in relation to the same matter, we may not provide you with a separate notice about privacy each time we engage with you.
Most of the information we collect is stored electronically, but some of it is stored in hard copy. In either case, we seek to take reasonable steps to ensure the information is stored securely and in line with commercial standards.
Synergy's New Technologies
In order to carry out Synergy's New Technologies which may include (but is not limited to) distributed energy resources such as controllable roof top solar PV units, battery storage, EV chargers, heat pumps and wind generating units, Synergy collects, uses and shares data amongst Synergy and other parties, including its collaborating project partners such as the WA Government, Western Power and the Australian Energy Market Operator. Such data includes metering data from water systems (such as data from or about pool pumps and heaters), PEVs and devices. If you or someone in your household chooses to participate in Synergy's New Technologies, personal information will be collected from or about you in relation to these, and you (or the person who has signed up for your household) will be notified about this and asked to consent through an information collection statement at the time of entering. You (or the relevant person who has signed up your household) will only be re-notified if your consent to what is being collected, used and shared pursuant to such data sharing arrangements needs to be updated or modified.
How we use your personal information
The main reasons we use your personal details are to establish, maintain, service, connect/disconnect and bill your energy products and services. We could also use your personal information:
- to build a relationship with you;
- to communicate with you;
- to provide you with information, products or services you have requested;
- to assist customers by providing them with information and support;
- to undertake Synergy's New Technologies (this specifically relates to your household's meter data and other information as notified to you via an
- information collection statement at the time you (or someone in your household) sign up to the relevant New Technology);
- to provide and allow you to access Synergy's customer engagement platform, MyAccount;
- to help us research the needs of our customers and to market our products and services with a better understanding of your needs and the needs of customers generally, including after you no longer receive services from us (unless you have opted out of receiving further contact from us);
- to analyse the needs of our customers generally and allow Synergy to improve and optimise its business processes;
- for internal accounting and administration and to manage and administer any account you may hold with us;
- to carry out credit checks for our current or prospective business customers, where permitted by law;
- for debt recovery;
- to predict where we might be at risk of credit default by our customers, and take action to manage that risk;
- for our regulatory reporting and compliance obligations;
- for legal requirements;
- to help us identify and keep you informed about other Synergy products and services that you could benefit from;
- to provide advertising material to you regarding us, our clients, and other business partners;
- to personalise and customise your experiences with our website;
- to process any job application submitted by you;
- to share your personal information with additional persons you have permitted to be added to your account as authorised contacts, our related entities, business partners and third-party service providers, to assist us in these processes;
- to investigate, review, mitigate risks associated with, and inform you of, a data or other security breach involving your personal information;
- to permit you to visit our premises;
So that we can communicate effectively with you, we may also provide information about Synergy’s and related company's products, services, initiatives and promotions in social media, webchats, newsletters, magazines and inserts with your energy bill.
We may collect and use your personal information for other purposes not listed above. If we do so, we will make that purpose known to you at the time we collect or use your personal information.
We do not collect or use your personal or sensitive information unless it is reasonably necessary for, or directly related to, our activities.
Information collected through our website
We aim to make our website accessible, informative and functional, but above all we’re committed to protecting your privacy.
To use many of the website’s features, you’ll be asked to give us some personal information. Rest assured we’ve taken a number of measures to protect this information in a secure online environment.
To use some of the customer services and features in this website, we need you to enter standard personal information about yourself and your energy account. We collect and securely store this information so we can accurately identify you in the future and contact you when we need to. For instance, we could ask for your address details to send you a brochure, your contact details for a competition entry, or your bank details so you can pay your energy bill online.
- Data in relation to your consumption and use of our products;
- Data in relation to your spending with us and supply history;
- Your equipment information;
- Your industry information;
- Your annual sales turnover information;
- Your appliance profiles at home and their associated usage;
- Your household profile; and
- Your energy efficiency preferences and practices.
Information logged on our website
When you read, browse, transact or download information from our website, we or our internet service provider may collect information about this use. This information may be used for purposes including statistical, reporting and website administration, marketing, maintenance and improvement purposes. The types of information we record for administration, statistical, marketing, reporting and maintenance and improvement purposes include:
- Browser type and operating system of your computer;
- Your internet service provider (ISP), and its approximate geographic location;
- The number of users visiting our website, the number of pages viewed, and the paths taken between pages;
- The date, time and duration of a visit;
- The address of any referring web site; and
- Your computer's IP (internet protocol) address.
Our website may use 'cookies' from time to time. Cookies are small text files that are transferred to a user's computer hard drive by a website for the purpose of storing information about a user's identity, browser type or website visiting patterns. Cookies may be used on our website to monitor web traffic, for example the time of visit, pages visited and some system information about the type of computer being used. We use this information to enhance the content and services offered on our website.
Cookies are sometimes also used to collect information about what pages you visit and the type of software you are using. If you access our website or click-through to our website from a link in an email we send you, a cookie may be downloaded onto your computer's hard drive. Cookies may also be used for other purposes on our website.
You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Each browser is different, so check the "Help" menu of your browser to learn how to change your cookie preferences.
Web beacons are images that originate from a third-party site to track visitor activities. We may use web beacons to track the visiting patterns of individuals accessing our website, so we know which products and services our customers prefer.
Google and Adobe Analytics
We use Google Analytics and Adobe Analytics to help analyse how you use our website. We also use Adobe Target specifically for Website testing, optimisation and personalisation to improve your web experience. Google and Adobe generate statistical and other information about website use by means of cookies, which are stored on users' computers. The information generated is used to create reports about the use of our website. Google and Adobe will store this information.
If you do not want your website visit data reported by Google please visit the Google Analytics opt-out page at https://tools.google.com/dlpage/gaoptout.
For more information about opting out of Adobe Analytics and Adobe Target, please visit: https://www.adobe.com/au/privacy/opt-out.html
Session recording software
We may use session recording and replay software tools, such as Fullstory, to record information about a user's interactions on our website exactly or as close as possible to how the user actually experienced it, including information such as mouse movements, clicks, typing, scrolling, swiping, and tapping. We use this information to debug errors, optimise pages, enhance the user experience and support customers. We do not generally use this information to identify individuals, though such session information may become personal information; for example, if we identify a particular session in the context of a customer support call.
Please visit https://www.fullstory.com/optout/ for information about opting out of Fullstory.
Our website uses customer survey tools through which we may collect some personal information through input fields that you can choose to complete, such as account number, full name, supply address, and phone number if you want to be called back.
In accordance with applicable law, we may disclose certain information (such as your email address) to Facebook Custom Audiences (for more information on Facebook Custom Audiences click here or to opt-out, go to the Facebook ad preferences page) - so that we can better target ads and content to you and others with similar interests on other websites or media (Custom Audiences). We may also work with other ad networks and marketing platforms that enable us and other participants to target ads to Custom Audiences submitted by us and others. You may also control how Facebook and other ad networks display certain ads to you, as explained further in their respective privacy policies or by using the opt-outs described below.
You may be able to opt out of many ad networks. For example, you may go to the Digital Advertising Alliance (DAA) Consumer Choice Page for information about opting out of interest-based advertising and their choices regarding having information used by DAA companies. You may also go to the Network Advertising Initiative (NAI) Consumer Opt-Out Page for information about opting out of interest-based advertising and their choices regarding having information used by NAI members.
Opting out from one or more companies listed on the DAA Consumer Choice Page or the NAI Consumer Opt-Out Page opt you out from those companies’ delivery of interest-based content or ads to you, but it does not mean you will no longer receive any advertising through our website or on other websites. You may continue to receive advertisements, for example, based on the particular website that you are viewing (i.e., contextually based ads). Also, if your browsers are configured to reject cookies when you opt out on a consumer choice website, your opt out may not be effective.
- Synergy also uses third-party websites for interactive information sharing and to connect with customers. Examples include social networking platforms such as Facebook, Twitter, LinkedIn and YouTube.
- We are not responsible for the technical operation of these applications or the collection and use practices of the relevant third parties. We recommend you read any terms and conditions (including any privacy statements or policies) that apply to any third-party web service, especially the terms and conditions relating to the handling of your personal information, when using these social media platforms to interact with Synergy. These third-party privacy statements and conditions may allow those third parties to use your personal information in ways that will be different to the way Synergy uses and discloses your personal information. They will prevail over this privacy statement to the extent of any inconsistency but will not change the way in which Synergy uses your personal information.
- We recommend that you do not use a public-facing social media channel, such as Facebook, to provide us with your personal details or disclose these personal details in any query or issue raised through that forum. This is necessary in protecting your privacy and keeping your account details private, preventing identity theft or unauthorised people accessing your Synergy account.
- Examples of personal details you should not provide on these social media channels include your home address, birth date, middle or maiden name, Synergy account number or any details used in an ID check by Synergy to verify who you are.
- We encourage you to keep this personal information away from the public eye by contacting Synergy through direct or private messages, email, our website enquiry email form found at https://www.synergy.net.au/contact, by post or by phone.
Links to other sites
- We collect and store the words you enter into our site's search field, to learn what information people are generally looking for. This helps us improve the site by including the information you ask for. Unless personal information is used as part of a search, these search words aren’t connected to any kind of personal information.
- We’ve established systems and procedures to protect your privacy whenever we collect, use, store or disclose your personal information. Our security measures are designed to follow industry practices in securing access to your account or personal information.
Direct marketing and your privacy
- As well as the information you receive with your bill, we may occasionally contact you directly with related energy news, information, and special offers from Synergy and other businesses. You consent to us sending you such information including by means of direct mail, telemarketing, fax, email, SMS and MMS messages, and other digital channels.
- If you don’t wish to receive direct marketing information from us (other than apart from what you receive normally with your bill), you can contact us and make a request using the contact details specified at the end of this policy. We’ll need a short processing period to action your request. Further, any direct-marketing material sent to you by Synergy includes the opportunity to opt out of any future marketing communication.
The people who use your personal information
Only a select number of Synergy staff have authority to access your information, and only to the extent to allow them to carry-out their jobs.
Generally, we'll only disclose your personal information to these parties:
- in circumstances permitted by the Australian Privacy Principles;
- if we are otherwise required or authorised by law; or
- if the disclosure is made with your consent.
How to correct your personal information that we hold
- So that we can deliver the best possible service to you, it’s important that we maintain accurate and up-to-date information about you. We use our best efforts to make sure the personal information we collect, use and disclose is correct, complete and up to date.
- If you consider that we need to make any changes to your personal information, simply use our self-serve portals such as My Account or contact us and we’ll work to carry out your instructions. It would assist us to ensure we properly understand your request, and allow us to respond more promptly, if requests are made in writing and include as much detail as possible.
Access to your personal information
- You’re welcome to ask for a written copy of the personal information we hold about you, at any time. To do this, simply contact us using the contact details specified at the end of this policy with your request and include your contact details. As a security measure, we’ll contact you to establish proof of your identity before sending you these details. It would assist us to ensure we properly understand your request, and allow us to respond more promptly, if requests are made in writing and include as much detail as possible.
- We’ll respond to your request for this information as quickly as possible. Synergy may charge for the reasonable costs we incur in providing you with this information.
Collection of Information Statement
- The third parties referred to in this statement may be located overseas, including Europe, the USA, Japan, Philippines, India, and New Zealand.
- We may use and disclose your personal information for direct marketing purposes unless you opt-out.
- make a complaint;
- get in touch with us about direct marketing;
- access your personal information held by us;
- correct your personal information held by us;
phone 1800 208 987;
fax 08 6212 1848;
mail GPO Box K851, Perth WA, 6842.
We will investigate your queries and complaints within a reasonable period of time and will notify you of the outcome of our investigation. To help us provide you with a timely response to your queries and complaints it would assist us if it is made in writing and is detailed with as much information as you can which relates to your query or complaint.
Last updated: September 2023