Adaptive Energy Privacy Policy

We only collect information that we need to provide our services. This may include:

Personal details

• Name, address, date of birth
• Phone number and email

Energy account information

• Meter and energy usage data
• Billing and account history
• Contract details

Payment information

• Bank or payment details
• Payment history

Communication records

• Calls, emails, and enquiries
• Complaints and support requests

Technical and system data

• Website usage and device information

Energy technology data

If you use solar, batteries, or participate in a Virtual Power Plant (VPP), we may collect:

• Device and performance data
• Energy generation and usage data

Sensitive information

We only collect sensitive information where necessary and permitted by law (for example, hardship or vulnerability information), and we apply extra protections.

We collect information:

• Directly from you (e.g. when you sign up or contact us)
• From energy market participants (e.g. metering providers, distributors, AEMO)
• From partners or service providers
• Automatically through our website, systems, and devices

We use your information to:

• Provide electricity and energy services
• Manage your account and billing
• Support you (including hardship and vulnerability support)
• Respond to enquiries and complaints
• Meet our legal and regulatory obligations
• Improve our services and systems

We will only use your information for marketing where allowed by law, and you can opt out at any time.

We may share your information with:

• Service providers (billing, IT, payments, energy platforms)
• Energy market participants (e.g. distributors, metering providers, AEMO)
• Regulators and government authorities
• Approved partners and contractors

We may also share information as part of a business transaction (such as a merger or sale), but only with appropriate safeguards in place.

If your information is shared overseas, we take reasonable steps to ensure it is protected in line with Australian privacy laws.

We use a range of security measures, including:

• Secure systems and encryption (where appropriate)
• Access controls (only authorised staff can access your data)
• Monitoring and security systems
• Staff training and confidentiality requirements

We only keep your information for as long as needed to provide services and meet legal requirements. In most cases, this is at least 7 years.

You can request access to your personal information or ask us to correct it.

We will respond within a reasonable timeframe.

If you have a privacy concern or complaint, please contact us. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC).

What is a data breach?

A data breach happens when personal information is:

• Lost
• Accessed without permission
• Disclosed without authorisation

How we respond to a data breach

Adaptive Energy follows a structured process to identify and contain, assess the risk, notify where required, support customers, and fix the issue.

1. Identify and contain

We act quickly to:

• Secure systems
• Stop unauthorised access
• Prevent further impact

2. Assess the risk

We assess:

• What information is involved
• The risk of harm to customers
• Whether vulnerable customers are affected

3. Notify where required

If there is a risk of serious harm, we will:

• Notify affected customers
• Notify the Office of the Australian Information Commissioner

We may also notify energy regulators where required.

4. Support customers

We will:

• Explain what happened
• Provide advice on how to protect yourself
• Offer additional support where needed

5. Fix the issue

We will:

• Investigate the cause
• Improve systems and controls
• Prevent it from happening again

Extra protections for vulnerable customers

We apply additional care where a breach affects customers who are experiencing financial hardship, on life support, or affected by family or domestic violence.