Privacy Policy
EWON is committed to making sure the privacy of your personal
information is kept safe. We respect your privacy and deal
with issues in accordance with the Commonwealth
Privacy Act 1988 and our own Privacy Policy. Contact us if you would
like a copy of our Privacy Policy.
Why we collect your personal information
EWON collects personal information to help us effectively
investigate and resolve complaints about electricity, gas
and water services.
Who we collect your personal information from
We collect information about your complaint directly from
you. You have the right to choose not to provide your personal
information to EWON. However, this may affect our ability
to properly investigate your complaint.
With your permission, we will also collect information
about your complaint from your supplier.
To assist us investigate your complaint we may need to
get additional information from other people (for example,
a community worker, or your plumber or electrician). We
will discuss this with you before we request information
from other people.
If an advocate contacts EWON on behalf of a customer, we
will ask the advocate to demonstrate that they have authority
to act on behalf of a customer.
Collection of third party information
A third party is a person who is not directly involved
in your complaint (for example a relative, friend or neighbour).
EWON has to be careful when collecting any information about
that person which could identify them (this is called third
party information).
We only want to collect information about third parties
that is relevant to your complaint. We may ask you to advise
the third party that you have given us this information
to help us investigate your complaint.
If you are a joint account holder, please try and let the
other account holder(s) know beforehand that you are contacting
us.
What we do with your personal information
When investigating your complaint we may need to disclose
personal information to help us better investigate your
complaint. With your consent we may need to disclose personal
information to another person, such as an independent contractor
or to your supplier. You have the right to ask us not to
disclose your personal information.
We report on our activities to the public, stakeholders
and Government. This information is de-identified, and does
not contain any personal information.
EWON will only use and disclose personal information in
circumstances that are permitted by the Privacy
Act.
Access to your information
You are entitled to have access to the information we
have about you, unless we believe we should not comply with
the request on grounds specified in the Privacy
Act. If this is the case, we will give you written reasons
for our decision.
If we agree that the information we hold about you is not
correct, we will take reasonable steps to correct the information.
If you would like to arrange access to the information
EWON holds about you, you can write to us at the address
below. There is currently no cost to access this information.
When requesting your personal information please tell us
what information you would like to access and give us your
name, EWON’s reference number (if known), who your
complaint was against, and the approximate date of the complaint.
This information helps us locate your details.
Write to:
The Privacy Officer
Energy & Water Ombudsman NSW
PO Box K1343
Haymarket NSW 1240
