1. Introduction
Select and Switch (ABN 17 608 202 053) is committed to protecting your privacy and handling your personal information in an open and transparent manner in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy outlines how we collect, use, disclose, store, and manage your personal information. By engaging with our services, you consent to the terms of this policy.
2. What Personal Information We Collect
We may collect the following types of personal information:
- Identity and Contact Details: Full name, date of birth, address, phone number, email address.
- Account and Service Details: Billing and service preferences, utility provider information, plan usage and comparisons, historical bills.
- Financial Information: Limited financial data necessary to provide tailored comparison services or payment processing (e.g., bank account details if refunds or incentives apply).
- Identifiers: e.g., driver’s licence details, Medicare details, or Passport details (as required for verification).
- Technical Data: IP address, device information, cookies, and usage analytics when you access our website or platform.
- Communication Records: Notes, emails, phone call recordings, and chat transcripts with our customer service or sales representatives.
3. How We Collect Your Personal Information
We may collect personal information:
- Directly from you when you complete an online comparison, request a call-back, or contact us.
- When you submit documents (e.g., electricity or gas bills) via our website or by email.
- When you participate in our marketing campaigns, surveys, promotions, or referral programs.
- Through cookies and analytics tools on our website to improve functionality and performance.
- From third parties, such as partners, referral programs, or comparison providers you interact with (with your consent).
You may choose to remain anonymous or use a pseudonym in some interactions. However, full services may not be available without correct information.
4. Why We Collect, Use, and Disclose Personal Information
We collect, hold, use and disclose personal information for purposes including:
- To provide our electricity, gas, telecommunications, fuel cards, EFTPOS solutions, home loan comparison and other switching products and services.
- To identify suitable offers and service providers based on your preferences and current usage.
- To contact you regarding better deals or follow up on service requests or comparisons.
- To improve our services, customer experience, and develop new offerings.
- To fulfil legal, regulatory, and contractual obligations.
- To offer you promotions, competitions, or incentives with your consent.
- To facilitate customer support and dispute resolution.
5. Disclosure of Personal Information
We may disclose your personal information to:
- Energy retailers, telco providers, financial brokers, or service partners to facilitate plan comparisons and switching.
- Our employees, agents, contractors, and affiliated entities who assist in providing our services.
- Marketing partners when you consent to specific offers (e.g., rewards programs).
- Third-party technology providers (e.g., web hosting, CRM, analytics, or call recording systems).
- Regulators, law enforcement, or government bodies, where required by law.
We will never sell your personal information to third parties.
6. Direct Marketing
We may use your personal information to send you marketing material about our services, promotions, or relevant third-party offers. You can opt out of direct marketing communications at any time by:
- Clicking the “unsubscribe” link in our email or by replying to our SMS communications.
- Contacting our Privacy Officer using the details below.
7. Cross-Border Disclosure of Personal Information
While we endeavour to store all personal information in Australia, some service providers or partners may be located overseas, such as customer support or other admin functions. If this occurs:
- We take reasonable steps to ensure overseas recipients comply with Australian privacy standards and obligations under APP 8.
- You consent to this disclosure by using our services.
8. Security of Your Personal Information
We take reasonable steps to protect the personal information we hold, including:
- Implementing ISO27001-aligned controls, including access controls, firewalls, encryption, and multifactor authentication.
- Restricting access to personal data on a need-to-know basis.
- Training employees on data protection and confidentiality.
- Performing regular security audits and reviews.
However, no method of transmission or storage is 100% secure. If you suspect a breach, please notify us immediately.
9. Accessing and Correcting Your Personal Information
You have the right to request:
- Access to your personal information held by us.
- Corrections if the information is inaccurate, out of date, incomplete, or misleading.
To make a request, contact our Privacy Officer using the details below. We will respond within 30 days. If access is refused, we will provide a written explanation.
10. Retention and Deletion
We retain your personal information for as long as necessary to:
- Provide you with our services
- Meet legal and regulatory requirements
- Manage disputes or enforce our terms
We securely destroy or anonymise data that is no longer needed.
11. Website and Cookies
Our website uses cookies and similar technologies to:
- Improve website functionality and performance
- Personalise user experience
- Analyse site traffic and trends
You can control cookie settings through your browser. However, disabling cookies may impact your user experience.
We may use third-party analytics services like Google Analytics to monitor usage trends and improve service delivery.
12. Making a Privacy Complaint
If you believe we have breached your privacy rights, you may:
- Contact our Privacy Officer using the contact details below.
- If unresolved, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.
We are committed to resolving any concerns fairly and promptly.
13. Updates to This Policy
This policy may be updated periodically. The latest version will always be available on our website. We will notify you of significant changes where appropriate.
14. Contact Us
Privacy Officer
Select and Switch
Email: info@selectandswitch.com.au
Phone: 1800959969
Address: Level 3, 20 Albert Road, South Melbourne, VIC, 3205
