Privacy Policy

Operational Statement

13ENERGY Pty Ltd (13ENERGY, we, us, our), ABN 58 125 721 799

13ENERGY advertise a service so a consumer (you, your), can call us or fill out our web lead form on our web site, The 13ENERGY service is free for your personal use and you are subject to our Terms and Conditions. Our service connects the calling consumer to our Energy Sales Aggregator Channel Partner (Partner) call centre. If you complete our web lead form we also pass on your details onto Partner call centre. Our Partner call centre will use the details you provide to their questions to determine the Partner energy offers available in your area, please read our Terms and Conditions. Our Partner is a third-party organisation.

Importantly our Partner is the holder of the contractual relationships with the Energy Retailers allowing them to make energy offers to you and if you chose to select an energy offer you will engage with our Partner and with the Energy Retailer whose offer you selected under their energy product terms and conditions.

13ENERGY will receive a commission payment on electricity and gas fuel sales that you make with our Partner by using the 13ENERGY service.

If at any time, you decide you do not wish to receive marketing communications from 13ENERGY just let us know by calling us on 1300 123 837 or emailing us.


The protection of your personal information is something that 13ENERGY takes seriously. This Policy describes how we manage your personal information in accordance with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) (“Privacy Act”). This Policy represents our policy as at June 2017. From time to time and for any reason we may revise this Policy and our information handling practices. This document will be updated to reflect any changes made and we will publish the revised policy on our website.

Personal information - what information we collect

We primarily collect and hold personal information about you when you complete our web lead form. This enables us to provide sales lead related services to you, inform you of different product offerings and to comply with our legal and regulatory obligations.  The kind of personal information that we collect from you and hold includes:

  • name;
  • telephone and/or mobile number;
  • email address (if provided);
  • State;
  • Post Code

Under the Privacy Act, “sensitive information” includes but is not limited to information or an opinion about an individual’s racial or ethnic origin, religious belief, or criminal record and also includes health information about an individual. We do not collect or hold sensitive information about you. However, in certain circumstances and provided our Partner has obtained your consent or where it is required or authorised by or under an Australian law or court/tribunal order, our Partner may collect and hold health information about you or someone living at your supply address as it relates to providing energy or related services to your supply address. For example, that you or a person residing at your supply address is dependent on life support equipment.

How we collect personal information

We collect personal information in the following ways:

  • customer survey or market research activities;
  • the marketing of our 13ENERGY service;
  • your enquiries; and
  • our website (including information you enter onto our website). Please see the “Collection of personal information through website activity” for more information.

We typically hold the personal information we collect on electronic databases.

Collection of personal information through website activity

We collect the personal information that you enter onto our website when you use our enquiry form. We may also collect non-personally identifiable information (such as your and browser details) or in some circumstances personal information about you when you interact with us online via external social media platforms (e.g. Facebook or Twitter).  Any personal information that we may collect from social media platforms is determined by the privacy settings of your account within the social media platform (that is, the extent to which your personal information is publicly available on the social media platform) and the content of your post.

Our website may include pages that use Cookies which are small amounts of data sent by our website and other third parties and stored on your computer’s hard drive. This allows our servers to recognise your computer when you visit our website in the future. Cookies do not identify you as an individual although they do identify your browser type, the operating system you are using, the web page you visited, your internet service provider and your State location. 13ENERGY’s website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”). Google Analytics also uses Cookies to help the website analyse how users use the site. The information generated by the Cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. No personal information is collected or transmitted to Google. By using 13ENERGY’s website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

You can configure your internet browser to accept all Cookies, reject all Cookies or notify you when a Cookie is sent. If you refuse the use of Cookies in this way you may not be able to see the full functionality of 13ENERGY’s website. Please refer to your internet browser’s instructions or help screens to learn more about these functions.

To assess the effectiveness of our website design and layout, as well as monitor traffic to the website we may contract with third parties to collect statistical data. However, no personal information is collected during this process.

How we use personal information

We collect, hold and use your personal information for our normal business operations and activities, including:

  • communicating with you;
  • facilitating responses to your enquiries or complaints;
  • conducting consumer surveys;
  • gathering and aggregating information for statistical and modelling purposes, including customer segmentation processes;
  • in assessing performance and compliance

By engaging our service you are providing your consent for us to use your information for marketing purposes which includes the marketing of our energy services and products. We also use your personal information to provide you with information on products, services that we, or third parties offer, offers, competitions and other marketing information that we consider may be relevant to you or that you might be interested in, even after you cease acquiring services from us.

You can tell us if you do not want to receive such information by contacting us on 1300 123 837 or emailing us.

When we disclose personal information

We may disclose your personal information to third parties that help us provide services to you. We take reasonable measures to ensure that the organisations that we disclose personal information to are bound by confidentiality and privacy obligations in relation to the personal information. Third parties that we may disclose your personal information to include:

•    Partner contractors, suppliers and agents who assist our Partner in providing products and services to you;
•    Other organisations who in conjunction with us provide the services;
•    Our Partner related bodies corporate;
•    Government agencies, regulatory authorities or enforcement bodies (e.g. Australian Federal Police) where required or authorised by law;
•    Our professional advisers we engage to ensure the integrity of our operations.

Cross-border disclosure of personal information

Your personal information may be disclosed to third parties located in Manila, Indonesia and New Zealand.

How we hold and keep secure personal information

We are committed to keeping secure the personal information you provide to us. We take precautions to protect the personal information we hold about you from misuse, loss, interference, theft and from unauthorised access, modification or disclosure.

Our security measures include, but are not limited to:

  • educating our employees about their obligations regarding your personal information;
  • ensuring our employees and outsourced service providers use passwords when accessing our systems;
  • using secure networks or encryption when transmitting electronic customer data;
  • storing personal information in secure, encrypted data centres;
  • requiring any third parties engaged to provide appropriate assurances to handle your personal information in a manner consistent with the Privacy Act.

How we handle requests for access to personal information

You can request, access to details of the personal information that we hold about you at any time which we will provide to you free of charge, by contacting:

Attention:            Privacy Officer
Postal Address:  13ENERGY, PO Box 475, IVANHOE VIC 3079
Email:                Click here to contact us
Phone:              1300 123 837

We will respond to any such request for access as soon as reasonably practicable and in any event will acknowledge receipt within three business days of receiving your request. We may require you to set out the request in writing. Wherever possible and practicable, we will provide with you a copy or details of your personal information in the manner requested. Otherwise, we will work with you to find a mutually agreed alternative. If, after exploring all options, we cannot provide you with access to the information in the form requested, we will provide a written statement setting out our reasons for refusal.

We take reasonable steps to ensure that the personal information we collect, use and disclose is accurate, complete, up to date and relevant. If we determine that information we hold about you is no longer required, we ensure it is destroyed.

We may not be able to provide you with the services you are seeking if you provide incomplete or inaccurate information. If you believe the personal information we hold about you is inaccurate, incomplete or outdated, please contact us using the details listed above so that we can correct it.

Privacy complaints and procedure

Should you have a privacy complaint or want to report a breach by 13ENERGY of the Australian Privacy Principles, we encourage you to inform us so that we can have the opportunity to remedy the issue and find a solution. You can do this by contacting:

Attention:             Privacy Officer
Postal Address:   13ENERGY, PO Box 475, IVANHOE VIC 3079
Email:                  Click here to contact us
Phone:                1300 123 837

We will aim to resolve your complaint within five business days from when we receive your complaint.  There may be times when we need a bit longer to investigate the complaint and respond to you but we will contact you within five business days to give you an update and let you know when we think we’ll find the answer or solution. We will also confirm how frequently you would like to be updated moving forward.

We will get back to you by phone unless you have told us you would prefer us to respond in writing. When we respond to your query or complaint, we will ask you to let us know whether you are satisfied with our response within 10 business days. If we don’t hear back from you within this time, we will assume the matter has been resolved satisfactorily.

If you are unsatisfied with the handling of your complaint, you may lodge a complaint with the Office of the Australian Information Commissioner (“OAIC”).  For more information about making a complaint to OAIC, visit