This policy applies if you sign into your customer account or communicate with us (including through this website or one of our other digital platforms, such as the Contact Energy app or via social media). It also applies when you use any of our products and services.
We are also the owner of the Rockgas LPG ordering app (“Rockgas App”) and so this policy also applies when you use the Rockgas App. Reference to “app” in this policy includes the Contact Energy App, the Contact Mobile NZ App and the Rockgas App.
You can choose to not provide us with your personal information, however we may not be able to provide you with access to certain information or our services as a result.
We may change this policy by uploading a revised copy. Any changes to our policy will apply from the date a revised policy is uploaded. If we make any significant changes to this policy, we will take extra steps to notify you in a way that we think is appropriate (including via website notice, email, text or mobile app). This policy was last updated on 19 June 2023.
We collect information so that we can supply energy and other services (such as mobile and broadband) to you, and to be able interact with you effectively. Information we collect includes:
Information about you: including your name, contact details, date of birth, property details, customer account login information and medical information (in limited cases for medically dependent consumers) and information on how you use our products and services.
Financial information: including your payment details, billing information and other information relevant to financial and credit assessments.
The content of your communications with us: including any phone calls, emails and social media conversations with us.
Meter information: including ICP (installation control point number) and electricity consumption data.
Notification settings and communication preferences: including marketing preferences, and app notification options.
Mobile application information: including your app usage, preferences and mobile device information (e.g. brand, model, operating system, IP address).
Website/ social media usage information: including the details of your visit to our site/ social media platforms (e.g. time and date of visit, duration, pages viewed, IP address, browser and your device’s operating system).
We may collect information from third parties to enhance our products and services, however, when we do so, this information is collected in aggregated form and does not personally identify you.
We collect your information in a variety of ways, including:
Directly from you, for example when you apply and/or open an account with us, when you interact with us using our products or services, contact us or enter a competition.
From third parties, for example electricity supply partners (including lines companies, meter equipment providers and readers), Utilities Disputes Limited, credit agencies and marketing partners such as Google Analytics.
We’ll use and disclose personal information in accordance with our general terms and conditions to:
We may disclose your information to third parties for the purposes listed above. Those third parties may use your information, but only for the same purposes. Third parties include:
We’re committed to making our website and apps secure. We take all reasonable steps to ensure the personal information we collect is stored in a secure environment that is accessed only by authorised personnel for legitimate business purposes.
We use appropriate security safeguards in line with industry standards to keep your personal information protected. If we need to store your information in the cloud (which may be held outside of New Zealand), we ensure our cloud providers have standards and controls in line with industry standards to keep your information protected.
We retain information for as long as reasonably required unless we are legally required to hold it longer.
We may assume that any verbal or online request or instruction we receive is authorised by you, if it’s accompanied by suitable verification such as your Contact account number, name, date of birth, address, email or password.
If we become aware of a data breach that we think could compromise your security, we’ll tell you as soon as we can.
If you use Contact Mobile and choose callerID restriction, we will prevent your number being shown on any receiver. However, your number may still be displayed to emergency or other services, when you send a TXT message and to us. Where you do not choose to use callerID restriction, your number may be displayed to the person you have called or sent a message to.
A web beacon is a small image file on a web page that can be used to collect certain information from your computer, such as an IP address, the time content is viewed, a browser type, and the existence of cookies previously set by the same server. You have the option to render some web beacons unusable by rejecting their associated cookies. The web beacon may still record an anonymous visit from your IP address, but cookie information will not be recorded.
This information does not identify you personally and you remain anonymous unless you have otherwise provided us with personal information.
Most web browsers will allow you to set some control over cookies in your browser settings. This includes deleting them from your browser or disabling them altogether. If you do choose to set your browser to disable all cookies, this may affect your ability to use some of the features on our site.
We use Google Analytics to collect and analyse information about website usage and for marketing purposes using third-party cookies and web beacons. The information generated by the cookie is transmitted to Google, who then produce reports about behaviour and usage on our website – enabling us to better understand and improve your browsing experience. This data is aggregated and cannot personally identify you.
The advertising features we have implemented include:
Cross platform reporting to help us understand how you access our website across your various devices when logged in to your Google account.
Remarketing to keep track of the content you’re interested in and tailor our advertising to ensure the right offers are shown to you after you leave our site (as a result, you may see ads from Contact when you visit other websites).
Advertising, demographic, and interest reporting to provide us with an overview of visitor information broken down by age, gender and interests so that we can understand user behaviour and give you a better experience when you visit our site.
At any time you may ask to inspect, update or correct personal information that we may hold about you. We will provide you with access to your information.
If you want to know what information we hold about you, please contact us.
If you have a privacy related complaint, please contact us. We’ll do our best to resolve your complaint straight away but if it is complex, we may need to investigate it for you.
If we cannot adequately address your privacy concerns, you have the right to complain to the Office of the Privacy Commissioner.