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Contact Us: info@FindRebates.Online | Privacy Policy | Terms & Conditions
1. About us
This Privacy & Credit Reporting Policy applies to the Hanwha Energy Australia Group Companies, including Nectr, a registered business name of Hanwha Energy Retail Australia Pty Ltd ABN 82 630 397 214 (Nectr), Nectr Distributed Energy Pty Ltd ABN 48 638 767 272 (Nectr DE), and Nectr Solar & Battery ABN 99 159 287 153 (Instyle) (together Hanwha Energy Group and maybe referred to as “we”, “our” or “us”). Nectr is an electricity retailer, Nectr DE is a distributed energy provider which operate in different distribution networks in Australia and Instyle is a solar supplier and installer. You can find out more about Nectr, Nectr DE and Instyle on our website www.nectr.com.au (Website).
This Privacy & Credit Reporting Policy sets out how Hanwha Energy Group seeks to manage personal and credit related information about individuals, including its customers and prospective customers, in accordance with the Privacy Act 1988 (Cth) (the Privacy Act), the Australian Privacy Principles (APPs) and the Privacy (Credit Reporting) Code 2014 (CR Code). This Privacy & Credit Reporting Policy also explains how we collect, use, store and disclose personal and credit related information.
2. Your information is important to us
Your privacy is important to us and we will use reasonable efforts to keep your personal and credit information secure. We aim to be clear and open about what we do with your personal and credit information.
We aim to ensure that we have reasonable security measures in place to protect personal and credit related information. This includes following certain procedures (for example, checking your identity when you phone us) and encoding certain data on our websites.
3. What is personal information?
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether or not the information is true.
The Privacy Act provides additional protection to a category of personal information known as “sensitive information”, such as information about your health or ethnicity.
4. What is credit information?
Credit information is defined in the Privacy Act and relates to an individual’s credit history, current credit arrangements, credit worthiness and credit-related dealings with Hanwha Energy Group.
Credit eligibility information is defined in the Privacy Act and includes:
• credit reporting information, as defined in the Privacy Act, provided by credit reporting bodies about an individual; and
• credit worthiness information about an individual, which we derive from credit reporting information.
5. What types of personal and credit information do we collect?
The types of personal and credit information (including credit eligibility information) we collect from or about you depends on your dealings with us and on the requirements of the laws, rules and regulations that apply to us.
This section provides examples of the kinds of personal and credit information we may collect and hold. The examples contained in this Privacy & Credit Reporting Policy are illustrations only and are not intended to be exhaustive.
In general, we attempt to limit the sensitive information we collect from you, however there may be circumstances in which we may require sensitive information in order to perform our functions (for example, to ensure continuous service to your property or to assist with translation services). Where we require sensitive information from you, we will first obtain your consent to the collection of such information – except where otherwise allowed by law.
6. How do we collect your personal and credit information?
Hanwha Energy Group may collect personal and credit information (including credit eligibility information) in a number of ways, including:
7. How we may use your personal and credit information
Hanwha Energy Group may use your personal and credit information (including credit eligibility information) in order to:
To enable us to assess an application by you for a credit arrangement, we may:
We may, where you have given consent, give to, and obtain from, any credit provider named in your application for a credit arrangement and any credit provider that may be named in a credit report issued by a credit reporting body, information about your credit arrangements. A credit reporting body may include information provided by us in reports provided to other credit providers to assist them to assess your creditworthiness.
We may also disclose your credit information (and credit eligibility information) and personal information to credit reporting bodies in relation to credit-related dealings, for example where you have failed to meet payment obligations or commit a serious credit infringement. We may disclose your credit information to the following credit reporting body:
Equifax Australia Information Services & Solutions Pty Limited
Post: Equifax Public Access, PO Box 964 NORTH SYDNEY NSW 2059
Phone: 138 332
Email: customercomplaintsAU@equifax.com
The above credit reporting body is required to have a policy about how they manage credit-related personal information. This policy can be accessed on the credit reporting body’s website or by contacting them directly.
8. What happens if we cannot collect your personal or credit information?
If you choose not to provide us with or allow us to access your personal or credit information, we may not be able to perform our functions or provide you with our services (as described in this Privacy & Credit Reporting Policy). For example, we may not be able to provide the products or services you have asked for or respond to your questions.
If you contact us to make a general inquiry about our business, you may not have to identify yourself or provide any personal information unless you require us to get back in touch with you at a later stage or if you would like us to send you further information.
9. Direct marketing
We may use your personal information to tell you about products or services that we think you might be interested in where:
Please note that we may still send you important administrative and safety messages even if you opt out of receiving marketing communications.
You have the right to request that the credit reporting bodies identified in this Privacy & Credit Reporting Policy do not use your credit reporting information for the purposes of pre-screening of direct marketing. You also have the right to request that the above credit reporting bodies do not use or disclose your credit reporting information if you believe on reasonable grounds that you have been, or are likely to be, the victim of fraud (i.e. if you suspect someone may use your identity to apply for credit). You must contact the credit reporting bodies directly for these requests.
10. Disclosure of your personal and credit information to third parties
We may disclose your personal and credit information for any of the reasons outlined above.
We may also disclose your personal and credit information (including credit eligibility information) to third parties who may include:
11. Overseas disclosure
When you provide your personal and credit information to us it may be transferred to our service providers as outlined above, including those located outside of Australia. For example, we may disclose your personal information to our third party service providers in the United Kingdom, the United States of America, Canada, South Korea, Hong Kong and the Philippines.
If we transfer your personal or credit information (including credit eligibility information) outside of Australia, we will take reasonable steps to ensure that the overseas recipient complies with all applicable laws in relation to their handling of such personal and credit information.
12. Our website and cookies
New technologies let us combine information we have about our customers and users with data from other sources, such as third-party websites or the Australian Bureau of Statistics.
We also collect information about people that does not identify them, such as website and advertising analytics, and data from service providers. We analyse this data to help us learn more about our customers and improve our products and services.
Please note that communications over the internet, such as emails and web mails (messages sent through a website), are not protected unless they have been encrypted. We cannot accept responsibility for any unauthorised access or loss of personal or credit information that is beyond our control.
On our website, ‘cookies’ are generally used to study how people use our site. A cookie is information that is stored on your computer’s hard drive that records how you have used a website. It helps us improve and upgrade our website based on your requirements. This means that when you go back to our website, it can give you customised options based on the information it has stored about your last visit.
If you do not want us to use cookies in your browser, you can set your browser to disallow cookies or to let you know when a website attempts to put a cookie on your computer. Then again, you may not be able to use some of the products or services on our website without cookies.
We may monitor and record our communications with you (including phone conversations, online chats and emails) for quality assurance and compliance.
You should be aware that when you are on our website, you could be directed to other sites that are beyond our control. These other sites may send their own cookies to users, collect data or solicit personal information.
13. How we hold your personal and credit information
Hanwha Energy Group takes reasonable precautions to protect the personal and credit information (and credit eligibility) it holds from:
Some examples of the precautions Hanwha Energy Group takes include:
14. Accessing and correcting your information
You have a right to ask for access to the personal and credit information we hold about you. If you would like to request access to the personal information we hold about you or you have any comments about our Privacy & Credit Reporting Policy, please email us at privacy@nectr.com.au or write to us at our Post address as listed in Section 17, at the end of this Policy.
You can also ask us to update or correct the personal and credit information we hold about you. Before we give you access to, or correct, your information we will need to confirm your identity.
Your personal and credit information will usually be available within 30 days of your request. If there’s a fee for accessing your personal or credit information, we’ll confirm the amount before providing the information.
Hanwha Energy Group will take reasonable steps to correct any credit-related personal and credit information that we learn is inaccurate, incomplete, irrelevant, misleading or no longer up-to-date. This will generally occur by an individual notifying Hanwha Energy Group of any change in their information, typically by contacting us using the details at the end of this Policy.
Additionally, Part IIIA of the Privacy Act allows individuals to obtain confirmation of whether or not we hold credit eligibility information about them, as well as gain access to, or correct, the personal information we hold in certain circumstances.
In some cases, we are able to refuse to give you access or only give you access to certain information for example if we reasonably believe that giving you access may have an unreasonable impact on the privacy of other individuals.
15. Making a privacy complaint
Customer Care is your first point of contact if you have a concern about your privacy or a complaint about how we’ve handled your information. You can contact the team using the contact details listed below.
Once we’ve received your complaint, we will investigate and let you know what we find and how long it may take to resolve.
You can read more about how we handle complaints in our Complaints Handling Policy and Procedures, available on our website at www.nectr.com.au/complaints-handling-policy
If you’re not satisfied with how we have managed your complaint, you can lodge a formal complaint with your energy ombudsman or the Office of the Australian Information Commissioner (OAIC). Their contact details are as follows:
Energy & Water Ombudsman NSW
Freepost: Reply Paid 86550, Sydney South NSW 1234 Free call: 1800 246 545
Free fax: 1800 812 291
Email: complaints@ewon.com.au
Online complaints: www.ewon.com.au/complaints
Energy & Water Ombudsman QLD
By Post: PO Box 3640, South Brisbane BC QLD 4101 Free call: 1800 662 837
Fax: (07) 3087 9477
Email: complaints@ewoq.com.au
Online complaints:
www.ewoq.com.au/complaints/submit-a-complaint
Energy and Water Ombudsman SA
By Post: GPO Box 2947, Adelaide SA 5001 Free call: 1800 665 565
Online complaints:
www.ewosa.com.au/submit-a-complaint
Energy and Water Ombudsman VIC
By Post: Reply Paid 469, Melbourne VIC 8060 Free call: 1800 500 509
Fax: 1800 500 549
Email: ewovinfo@ewov.com.au
Online complaints:
www.ewov.com.au/start-a-complaint
ACT Civil & Administrative Tribunal (ACAT)
By Post: GPO Box 370, Canberra ACT 2601 Free call: (02) 6207 1740
Fax: (02) 6205 4855
Email: acatenergyandwater@act.gov.au
Online complaints: https://www.acat.act.gov.au/ fees-and-forms/online-forms/energy-and-water- complaint-form
National Services
Interpreter: 131 450
– For help using an interpreter visit TIS
National Relay Service: 133 677
– For help using an interpreter visit NRS
Office of the Australian Information Commissioner
Phone: 1300 363 992 Online: www.oaic.gov.au Email: enquiries@oaic.gov.au
In person:
Office of the Australian Information Commissioner Level 3, 175 Pitt Street, Sydney NSW
Mail: GPO Box 5288, Sydney NSW 2001
16. Amendments to this Privacy & Credit Reporting Policy
We may update our Privacy & Credit Reporting Policy when our practices change and the most up-to-date version of the Privacy & Credit Reporting Policy will be published on our website. The changes to this Privacy & Credit Reporting Policy will be effective from the date it is published. By continuing to access or use our products or services after the changes become effective, you agree to the terms of the changed Privacy & Credit Reporting Policy.
Our Privacy & Credit Reporting Policy can be found at www.nectr.com.au/privacy-policy
17. Contacting us
Phone: 1300 111 211
Email: privacy@nectr.com.au
In person: Nectr, Level 25, NorthPoint Tower, 100 Miller Street, North Sydney. NSW 2060 / Instyle, Level 5, Waterloo Junction, 12 Commercial Road, Newstead QLD 4006.
Post: Nectr, PO Box 1957 North Sydney 2059. / Instyle PO Box 190, Fortitude Valley, QLD 4006
If you’re deaf or hard of hearing, or have difficulty speaking, you can use the National Relay Service (TTY) on 133 677. This is available for the cost of a local call and you can give them Nectr’s number (1300 111 211). To use the Speak & Listen service, please call 1300 555 727.
For help using an interpreter, you can contact the Translating and Interpreting Service (TIS) on 131 450.
If you need to contact us about something else, you can find out how on the “Contact us” page on our website.
Last Edited on 29 May 2024