Energy Aware is bound by the National Privacy Principles contained in Privacy Act 1988 (Cth), as amended by the private sector provisions which came into effect on 21 December 2001, ("Privacy Act"), which regulates how organisations may collect, use, disclose and store personal information and how individuals may access and correct personal information held about them.

Personal Information

‍Energy Aware collects personal information from a number of different sources.

Most personal information is provided to Energy Aware by its clients, who are seeking to purchase environmental related products and services.

Information will only be collected in a fair and lawful way.

The type of personal information collected by Energy Aware may include:
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- Identifying information about the individual, such as:
- Full name
- Date of birth
- Gender
- Previous and current addresses
- Other contact details: phone, fax and email
- Financial information, such as, but not limited to, credit card information
- Other information that may assist in order to provide products and services

Energy Aware endeavours to ensure that all personal information that it holds is accurate, up-to-date, complete and secure.

Uses

‍Personal information is only used and disclosed by Energy Aware to target and customise our advertising, and to advise products and services including new products.

Energy Aware cannot and does not guarantee, and you should not expect, that your personal information or private communications will always remain private. For example, Energy Aware may be forced to disclose information to the government or pursuant to legal requests.

Right of Access and Correction

You may request access to personal information that Energy Aware holds about you and to have incorrect information amended. Where Energy Aware determines that no amendment to your personal information is required, you have the right to add a statement to your file.

For further information, please contact Energy Aware on 1300 658 411.

No information contained in this website constitutes an offer by or on behalf of Energy Aware or any of its subsidiaries to enter into a contract with you.

Energy Aware does not warrant that any data obtained through this site is free from computer viruses or other faults or defects.

Energy Aware accepts no liability for any direct, indirect, special, consequential or other losses or damages of whatsoever kind arising out of access to, or the use of this web site or any information contained in it.

This site may contain links to other sites maintained by third parties. Energy Aware does not make any representation as to the accuracy or suitability of any of the information contained on those other sites, and does not accept any responsibility or liability for the conduct or content of those other sites.

We permit you to make copies of this website as necessary and incidental to your viewing of it and you may take a print for your personal use of so much of the site as is reasonable for private purposes. All other use is strictly prohibited.

Energy Aware is committed to delivering a first class service to our customers.  We recognise however that from time to time we may receive complaints from customers and other interested parties.

This policy sets out our commitment to customers surrounding managing and resolving complaints in an effective, respectful and professional manner.

Complaint Description

We see a complaint as any expression of dissatisfaction or grievance made to us about any of our products and services or the way we have managed a complaint.

Complaint Procedure & Policies

The procedure and policies outlined below shall apply in the event of a customer complaint:

A customer should contact us by one of the following methods:
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- Phone: 1300 658 411
- Email: info@energyaware.com.au
- Website: www.energyaware.com.au/contact-us

Upon receipt of a customer compliant (written or verbal) Energy Aware personnel shall, where possible, try to resolve the complaint at the time it is raised.

In the event it is not possible to resolve a complaint at the time it is raised, Energy Aware personnel should adhere to the following processes:
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- Record and verify the customer concern
- Raise a support ticket in our CRM software
- Assign internal human resources
- Consult customer and other relevant parties
- Communicate findings to customer
- Implement required solution
- Maintain exceptional communication with customer at all times so they know what is happening.

The time spent investigating a complaint shall be determined by its seriousness, complexity and also the response time frames of relevant third parties, but we will strive to resolve all complaints within 14 days.  If this resolution timeframe cannot be met, we will contact the customer to explain the reason(s) for the delay and provide a revised time frame for resolution.

In the event a customer is not satisfied with how a compliant is resolved, the compliant will be escalated to the next level of management within Energy Aware.

Our customer complaint process will include all members of Energy Aware including directors to resolve any and all issues in the quickest way possible.

In the event a customer is not satisfied with how a compliant is resolved, the compliant will be escalated to the next level of management within Energy Aware and, if necessary, the customer will be provided with contact details for the relevant consumer protection body as an independent dispute resolution body:
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- Access Canberra: 13 22 81
- NSW Fair Trading: 13 32 20
- NT Consumer Affairs: 1800 019 319
- Office of Fair Trading Queensland: 1374 68
- SA Office of Consumer and Business Services: 13 18 82
- Tasmania Consumer, Building and Occupational Services: 1300 654 499
- Consumer Affairs Victoria: 1300 55 8181
- WA Consumer Protection: 1300 304 054

Please email commercial@energyaware.com.au for our Terms and Conditions of Sale.