1. Introduction
Yourenergyanswers.com (we, our, us) recognises the importance of protecting individuals’ privacy and rights regarding their personal information. This document is our privacy policy, and it tells you how we collect and manage your personal information.
If you ask for any recommended product specialists and installers, your information will only be provided to the installers you have chosen. Please note that if, in any search, more than one company has been identified in your area as a quality-focused supplier, then your details will be forwarded to all these suppliers, except where you have chosen one specific supplier and asked us NOT to send the details to other featured suppliers.
We will not forward your details to any other party than the listed companies or to any party which requests them, and we are required to supply them by the local law.
We respect your rights to privacy and comply with general requirements regarding the collection, management and disclosure of your personal information.
2. What is your personal information?
When used in this privacy policy, the term “personal information” has the meaning given to it in the Act. In general terms, it is any information that can be used to identify you. This may include your name, address, telephone number, email address and profession or occupation. If the information we collect identifies you or you are reasonably identifiable, it will be considered personal information.
3. What personal information do we collect and hold?
We may collect the following types of personal information about you:
- your name and contact details (such as address, email address, telephone and facsimile numbers);
- your age or birth date;
- your profession, occupation or job title;
- details of the products and services you have enquired about, together with any additional information necessary to respond to your enquiries;
- any additional information relating to you that you provide to us directly through our website or indirectly through the use of our website or online presence, through our representatives or otherwise; and
- information you provide to us through our service centre, customer surveys or visits by our representatives from time to time.
We may also collect some information that is not personal information because it does not identify you or anyone else. For example, we may collect anonymous survey answers or aggregated information about how users use our website.
4. How do we collect your personal information?
We collect your personal information directly from you unless it is unreasonable or impracticable to do so. When collecting personal information from you, we may collect in ways including:
- through your access and use of our website;
- during conversations between you and our representatives; or
- when you complete an application or supply other material online.
5. What happens if we can’t collect your personal information?
If you do not provide us with the personal information described above, some of the following may happen:
- we may not be able to provide our services or information to you,
- we may not be able to provide you with information about products or services that you may want, including information about special promotions; or
- we may be unable to tailor the content of our website to your preferences, and your experience of our website may not be as enjoyable or useful.
6. For what purposes do we collect, hold, use and disclose your personal information?
We collect personal information about you so that we can perform our business activities and functions and provide the best possible customer service quality. We collect, hold, use and disclose your personal information for the following purposes:
- to provide information, educational material, our products and services to you and to send communications requested by you;
- to consider and assess financial relationships and related material supplied by yourself or your authorised representative;
- to consider terms of trade for the supply of goods and services when we receive a credit application;
- to answer enquiries and provide information or advice about existing and new products or services;
- to provide you with access to protected areas of our website;
- to assess the performance of the website and to improve the operation of the website;
- to conduct business processing functions, including providing personal information to our related corporate bodies, contractors, service providers or other third parties;
for the administrative, marketing (including direct marketing), planning, product or service development, quality control and research purposes of us and our related corporate bodies, contractors or service providers; - to provide your updated personal information to our related corporate bodies, contractors or service providers;
- to update our records and keep your contact details up to date;
- to process and respond to any complaint made by you; and
- to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority.
Your personal information will not be shared, sold, rented or disclosed other than as described in this privacy policy.
7. Our Website
Our privacy policy applies to our website, yourenergyanswers.com and our other business dealings with suppliers and other businesses.
Cookies and website logs
When you access our website, we may send a “cookie” (which is a small summary file containing a unique ID number) to your computer. This enables us to recognise your computer each time you visit our website without bothering you with a request to register. It also enables us to keep track of products and services you view so that, if you consent, we can send you news about those services.
We also use cookies to measure traffic patterns, determine which areas of our website have been visited, and measure aggregate transaction patterns. We use this to research users’ habits to improve our website and online services.
Our cookies do not collect personal information. If you do not wish to receive cookies, you can set your browser so your computer does not accept them. However, this may affect your experience of certain parts of the website.
We may log IP addresses (the electronic addresses of computers connected to the internet) to analyse trends, administer the website, track user movements, and gather broad demographic information.
Security
As our website is linked to the internet, and the internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you communicate to us online. We also cannot guarantee that the information you supply will not be intercepted while being transmitted over the Internet.
Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk. We will, however, take reasonable steps to ensure your personal information collected by our website is protected from misuse and loss and from unauthorised access, modification or disclosure.
Links
Our website may contain links to other websites operated by third parties. We make no representations or warranties concerning the privacy practices of any third-party website. We are not responsible for the privacy policies or the content of any third-party website. Third-party websites are responsible for informing you about their privacy practices.
8. Who do we disclose your information to?
We may disclose your personal information to:
- our employees, related corporate bodies, contractors or service providers for the operation of our website or our business, fulfilling requests by you, and otherwise provide products and services to you, including, without limitation, web hosting providers, IT systems and network administrators, mailing houses, couriers, payment processors, data entry service providers, debt collectors, and professional advisors such as accountants, solicitors, business advisors and consultants;
- comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator or in cooperation with any governmental authority;
- register our security in the Personal Property Security Register (where applicable);
- suppliers and other third parties with whom we have commercial relationships for business, marketing, and related purposes; and
- any organisation for any authorised purpose with your express consent.
9. Direct marketing materials
We may send you direct marketing communications and information about our or third-party partner’s products and services that we consider may be of interest to you. These communications may be sent in various forms, including email, in accordance with applicable marketing laws.
If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. In addition, at any time, you may opt-out of receiving marketing communications from us by contacting us (Link of contact on the About us page in here) or by using opt-out facilities provided in the marketing communications, and we will then ensure that your name is removed from our mailing list.
We generally do not provide your personal information to other organisations for the purposes of direct marketing.
10. Security and data quality
We take reasonable steps to protect your personal information from misuse and loss and from unauthorised access, modification or disclosure.
We may hold your information in either electronic or hard copy form. Personal information is destroyed or de-identified when no longer needed or when we are no longer required by law to retain it (whichever is the later).
Data Security
Yourenergyanswers.com does not electronically store credit card “Card Holder” data at any of our premises.
Where credit card data is physically recorded to provide goods or services, those details are secured and kept strictly confidential. They are only accessible by authorised persons to complete the transaction. Once the transaction is finalised, cardholder data is securely disposed of within a reasonable time.
11. How can you access and correct your personal information?
You may request access to any personal information we hold about you at any time by contacting us via email. Where we hold the information you are entitled to access, we will provide you with suitable means of accessing it.
We may charge you a reasonable fee to cover our administrative and other reasonable costs in providing the information to you (we will let you know at the time of the request). We will not charge for simply making the request or making any corrections to your personal information. As part of this request, we may need to verify your identity and provide this in writing to us.
There may be instances where we cannot grant you access to our personal information. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment, we will add a note to the personal information stating that you disagree.
12. What is the process for complaining about a breach of privacy?
If you believe that your privacy has been breached, please get in touch with us using the contact information below and provide details of the incident so that we can investigate it. We request that your complaint be made in writing so that we can be sure about the details of the complaint. We will treat your complaint confidentially, investigate your complaint and aim to ensure that we contact you and that your complaint is resolved within a reasonable time.
After we have completed our enquiries, we will contact you, usually in writing, to advise the outcome and invite a response to our conclusions about the complaint. If we receive a response from you, we will assess it and advise if we have changed our view.
13. Contacting us
If you have any questions about this privacy policy, any concerns or a complaint regarding the treatment of your privacy or a possible breach of your privacy, please get in touch with us using the link here.
We will treat your requests or complaints confidentially. Our representative will contact you within a reasonable time after receipt of your complaint via email to outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved promptly and appropriately.
14. Changes to our privacy policy
We may change this privacy policy from time to time. Any updated versions of this privacy policy will be posted on our website and will be effective from the date of posting.
Although we intend to observe this policy at all times, it is not legally binding on us in any way. We may occasionally regard it as necessary or desirable to act outside the policy. If we do so, we will still comply with any statutory right that you may have under the Act or other applicable legislation.
This privacy policy was last updated on 23 May 2023.
