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. Please address your request to:
The Privacy Officer
Energy & Water Ombudsman NSW
PO Box K1343
Haymarket NSW 1240