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Privacy Policy

Privacy Policy - How we use and protect your data

Privacy Policy

This Privacy Policy was last updated in November 2026. 

  1. About this Privacy Policy

1.1 Jemena Limited (ABN 95 052 167 405) (Jemena) and its related bodies corporate (we, us or our) have implemented this Privacy Policy to provide information about how we collect, hold, use, disclose and protect Personal Information, the choices you have regarding our collection and use of Personal Information, and your ability to access or correct Personal Information.

This policy applies to:

  • our customers;
  • our suppliers, contractors and subcontractors;
  • our current and former employees or job applicants; and
  • any other person who comes into contact with us.

If you wish to make any enquiries regarding this Privacy Policy, you should contact our Privacy Officer in any of the ways specified in section 13.

  1. What is Personal Information?

2.1 "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.

  1. What Personal Information do we collect and hold?

3.1 Personal Information that we collect from you may include the following:

  • identification and demographic information, such as your name, age, gender, date of birth or, for visitors to our sites, images of you;
  • contact details, such as telephone numbers, email address, physical and postal address
  • payment and credit details, such as your credit card or bank account details, your or your organisation's billing address, or your credit history or credit reports; and
  • website details, as further set out in section 5 (Information collected via our Website), including information which is used to identify the IP addresses, ISPs and devices you utilise to access our website or online services, and usernames and passwords required to access our Websites.

3.2 The types of Personal Information we may collect about you also may depend upon the nature of our interaction with you.

  • If you are a customer, we may also collect:
    • (i) meter and usage data including meter numbers and identifiers, electricity and gas consumption and load profile;
    • (ii) your health information, in cases where there are special health needs at the premises regarding special electricity supply arrangements (for example, where there is a dependence on a dialysis or life support equipment);
    • (iii) any information about how and when you use our goods and services, which is related to your account or which we require to provide our goods and services; and
    • (iv) marketing information, including your email, communication and marketing preferences.
  • If you are a current or former employee or a job applicant, we may also collect:
    • (i) occupation and employment related details, including your employment status and any previous work experience, right to work checks, criminal checks, remuneration, benefits, time and attendance data and photographs of you (for example for your security card or during a work event);
    • (ii) where relevant and with your consent, sensitive information, for example your dietary needs, disabilities, gender, ethnicity, for event purpose or collected directly from you or from a third party during recruitment; and
    • (iii) for security reasons and with your consent, your biometrics as required for secure access.
  1. How and when do we collect Personal Information?

4.1 We collect your Personal Information in the course of our business functions including supplying of gas or electricity and marketing and selling our products and services.  In some circumstances, the collection of Personal Information may be required by law.

4.2 We may collect your Personal Information:

  • in a variety of ways, when you complete a form, disclosing information to us over the phone, SMS, via our websites, by email, video conferencing, via Gas Meter Mate application or any other application or in person, for example, when you apply for, use or buy our products or services;
  • when you visit premises from which we operate or when you attend or sign up for one of our events or activities, including through security cameras;
  • when you submit a job application to us, or an application form for training services, or in the course of your employment, internship, temporary work or acting in your role as our contractor; and
  • when we have other legal or commercial dealings with you or an entity related to you, when you make claim from us for compensation or when you provide us, or you offer or apply to supply us, with goods or services.

4.3 Generally, when providing our products and services, dealing with our personnel, or obtaining goods and services from our service providers or contractors, we collect Personal Information directly from the relevant individual where reasonable and practicable.

4.4 We may also collect Personal Information about you from third parties and other sources such as:

  • For customers:
    • (i) energy retailers or distribution system operators who have, may, or previously, provided you with energy services; and
    • (ii) your nominated representatives (e.g. spouse, builder, guardian, accountant, trade person and other professional advisors),
  • For prospective or current employees or staff:
    • (i) your employer, including previous employers or organisations you have dealt with in the past in the course of us conducting or administering our relationship with you, or when you are carrying out activities in connection with our business operations including for the purpose of employment reference or credit checks;
    • (ii) third party service providers who check your status and right to work in Australia or any relevant location; and
    • (iii) certification and accreditation bodies, regulatory authorities, professional associations and other bodies to verify your employment qualifications,
  • For vendors:
    • (i) publicly available sources of information; and
    • (ii) credit reporting bodies, certification and accreditation bodies and other bodies, including to verify certifications, qualifications, skills or commercial credit worthiness.

4.5 If the Personal Information we collect includes sensitive information, including health information, we will ask for your consent to collect such sensitive information to the extent required by law.

4.6 If you choose not to provide your Personal Information to us for the purposes set out in this Privacy Policy, or if we do not or are unable to collect the Personal Information we require, we may not be able to provide you with requested information, products or services, or to effectively conduct our relationship with you.

  1. Information collected via our Website

5.1 Personal Information may be collected by us and by our third party service providers who assist us in operating our websites at https://jemena.com.au/, http://gridtalk.com.au,  https://yournetwork.jemena.com.au/, https://www.sustainability.jemena.com.au/ and https://www.gonaturalgas.com.au including its subdomains and any other website we operate from time to time (collectively the Website).

5.2 We may use various technological methods from time to time to gather personal information, track the visiting and usage patterns of individuals accessing our Website, including but not limited to cookies.

5.3 We use cookies to help us understand how people use our website and to improve its performance. You can choose to accept or reject cookies using the banner on our site, however if you disable them, it is possible you may not be able to gain access to all content or facilities. By continuing to use the site without changing your settings, you consent to our use of cookies.

Third party content (e.g. social media links)

5.4 Some of the content on our Website may include links to third party operated applications, website or platforms (Third Party Sites). These Third Party Sites may collect your personal information. We are not responsible for the privacy practices or content of Third Party Sites. Please visit the relevant Third Party Sites to understand their privacy practices and how they collect your Personal Information.

  1. For what purposes do we use your Personal Information?

6.1 We use the Personal Information we collect about you for our business functions and activities, in order to operate our business efficiently, including to support shared business functions, internal administration and providing integrated services across our related bodies corporate. and to market our products and services for the benefit of our customers.

6.2 For example, we may use your Personal Information:

  • to identify and communicate with you;
  • to personalise and customise your experiences on our Website;
  • to respond to and investigate any claims, requests, queries or complaints made by you;
  • to maintain our electricity and gas assets and provide for the safety and security of such assets and our customer, employees, contractors, service providers or the community;
  • to ensure that any unlawful or fraudulent activity is detected and prevented; and
  • to comply with our statutory, legal, regulatory, accounting, audit and reporting obligations, or to protect, exercise or defend our legal rights.

6.3 If you are a customer, we may also use your Personal Information:

  • to enable us to provide you with requested information, products or services and otherwise assist you by providing you with information and support;
  • to collect and process payments and billing, including payments in relation to claims;
  • to help us to manage and enhance products or services we provide to you;
  • to manage and administer any account you may hold with us, and to build and maintain our relationships with you, any entity you represent and our clients;
  • to provide you with information that we believe may be of interest to you or that you may be interested in receiving, including advertising material, regarding us, our clients, and our business partners; and
  • to conduct research for the purposes of improving existing products or services or creating new products or services.

6.4 If you are a job applicant or current or former employee, we may also use your Personal Information:

  • to process any job application submitted by you;
  • to conduct appropriate credit and pre-employment checks, including right to work checks, police checks, checks to verify your qualifications and pre-placement health assessments
  • to monitor and analyse our business and internal operations (including personnel management); and
  • to enable secure access to our premises, including by conducting identify verification.

6.5 In addition to the above, we may aggregate Personal Information for reporting, statistical and analysis purposes, and for operational, business, product and service improvement purposes. This allows us to better inform ourselves and anticipate our customers' preferences and requirements, and to monitor and improve the effectiveness of our business, products and services.

Automated decision making

6.6    We operate computer programs to support our:

(a)    recruitment activities; and
(b)    provision of services to customers.

6.7    For recruitment activities, these programs use applicant personal information, including application details, qualifications, screening responses and assessment results. This information is used to support decision-making, administrative action and workflow automation to make decisions regarding the eligibility or suitability of a candidate, including by generating recommendations, candidate scores or rankings, and shortlists. The extent to which these programs are used varies depending on the recruitment process and role.

6.8    For customer service activities, these programs use customer personal information provided by the customer, including contact details and property address information, to assess customer service requests, determine technical requirements, calculate pricing and generate customer offers or pricing quotes.

  1. Who do we disclose your Personal Information to?

7.1 We may disclose, or provide access to, your Personal Information to third parties in connection with the purposes described in section 6 to the following groups of people:

  • your nominated representatives;
  • entities to whom we provide services (including non-related asset owners);
  • retailers of gas and electricity and administrators;
  • medical providers including medical and rehabilitation practitioners for assessing insurance claims;
  • representatives, agents, service providers, contractors or individuals who are appointed by us in the ordinary operation of our business to assist us in providing goods or services or administering our business; and
  • government and regulatory authorities, and other organisations as required or authorised by law, and specific third parties authorised by you to receive information held by us.

7.2 We may also disclose your Personal Information to our Website host or software application providers in certain circumstances, for example when our Website experiences a technical problem or to ensure that it operates in an effective and secure manner.

  1. Overseas disclosures

Some of your Personal Information may be disclosed, transferred, stored, processed or used overseas by us, or by third party service providers. For example, this may happen if:

  • our offices or related entities are overseas, including without limitation in Singapore, Hong Kong and China;
  • we outsource certain activities, such as IT support, to overseas contractors or service providers; or
  • our computer systems including IT servers are located overseas.
  1. Marketing

9.1 Where we have your consent or are otherwise permitted by law to do so, we may use your Personal Information to send you information, including promotional material, about us or our products and services, as well as the products and services of our related entities and third parties, now and in the future.

9.2 If you do not want to receive marketing information from us, you can unsubscribe in any of the following ways:

  • clicking on the 'Unsubscribe' or subscription preferences link in a marketing email that you have received from us; or
  • contacting us using the contact details specified in section 13.
  1. Storage and security and retention of Personal Information

10.1 We use a variety of physical and electronic security measures intended to keep your personal information secure from misuse, interference, loss or unauthorised access, use or disclosure.

10.2 However, please note that we cannot guarantee the security of your personal information. The internet is not a secure or risk-free environment. If you do use the internet, email or other system to send us any information, please be aware that you do so at your own risk.

10.3 We may retain your personal information for the purpose of compliance with our legal obligations and documentation retention requirements.

  1. Your right to access and correct your Personal Information

You have the right to request to access to, or correction of, your Personal Information that we hold about you. If you want to gain access or correct any of your Personal Information held by us, please contact our Privacy Officer in any of the ways specified in section 13.

  1. Updates to this Privacy Policy

We may, from time to time, review and update this Privacy Policy. Any changes to this Privacy Policy may be advised to you by updating the Privacy Policy being displayed on our Website.

  1. How to contact us

13.1 Please use the appropriate form below or alternatively, email our Privacy Officer using the contact details below if you wish to:

  • request access to, correction of, or a complaint in respect of, your Personal Information; or
  • have a query or concern about this Privacy Policy or our Personal Information handling processes.

13.2 We will investigate your requests, queries and privacy complaints within a reasonable period of time depending on the complexity of the matter. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner here.

 Links

Application for Access to Personal Information Form
Application for Correction of Personal Information Form
Privacy Complaint Form

 

Contact Details

Privacy Officer Jemena Limited
567 Collins Street,
MELBOURNE VIC 3000

Fax: 03 9173 7516
Phone: 03 9173 7000
Email:  privacyenquiries@jemena.com.au

For further privacy information, please refer to the Privacy Commissioner’s website (www.privacy.gov.au).