In Australia and Victoria, companies must protect the privacy of consumers. We are authorised by the Office of the Australian Information Commissioner (OAIC) to handle complaints about acts or practices of EWOV’s scheme participants that may interfere with your privacy under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

The scheme participants are your electricity, gas and water providers. Not all providers have the same privacy requirements. We have explained below how energy and water providers must protect your privacy.

Our Charter confirms that EWOV has the authority to handle complaints related to privacy, the operation of the Consumer Data Right Rules, and complaints referred to EWOV by the Office of the Australian Information Commissioner: ewov.com.au/uploads/main/ewov_charter.pdf

Most energy providers must comply with the privacy protections in the Privacy Act and the APPs. If you have a complaint about how your energy provider handled your personal information, or if you think it breached your privacy, it is likely we can take your complaint.

Examples of privacy related complaints we can consider:

1. Your energy retailer incorrectly disclosed your personal information to another party.
2. An energy provider used your personal or sensitive information for a purpose that you did not agree to.
3. An energy provider failed to protect your personal or sensitive information from misuse or unauthorised access.

The privacy obligations for water providers are different. These obligations are generally outlined in the Privacy and Data Protection Act 2014 (Vic) and the Information Privacy Principles (IPPs). The Office of the Victorian Information Commissioner (OVIC) considers complaints about a breach of privacy under the Privacy and Data Protection Act or IPP’s. If you are concerned that your water provider breached your privacy, we may refer your complaint to OVIC.

If you have a complaint about interference or breach of privacy, we’ll work out if it’s a privacy complaint that we can consider. If you’re not sure if you should bring your complaint to us or OVIC, please contact us for assistance.

Energy and water companies often act as a credit provider when they supply you with goods or services that you pay for later, such as for your electricity, gas and water usage. When this happens, your energy or water provider may have certain obligations under the Privacy (Credit Reporting) Code 2024 (CR Code) or the Privacy Act.

We can take complaints about apparent breaches of credit reporting obligations under the CR Code and the Privacy Act.

Examples of credit reporting matters that we can consider:

• A default listing.

• The handling or disclosure of credit information, credit eligibility information or default information by an energy or water provider.

• The accuracy of credit reporting information or credit eligibility information held or disclosed by an energy or water provider.

Visit the Office of the Australian Information Commission (https://www.oaic.gov.au/privacy/privacy-guidance-for-organisations-and-government-agencies/organisations/credit-reporting/about-credit-reporting) for more information.

We can take energy complaints that relate to the consumer data right (CDR) framework and consumer data rules. The CDR makes it easier to:

• authorise third parties to access your energy data

• share data to compare plans and get better deals on your energy products and services

• access competition and new products/services

• seek assistance for financial and cashflow management.

In the energy sector, the CDR framework allows you to give permission for one energy provider to share your data with another for a specific purpose. Your privacy is protected by safeguards.

If your complaint is about your energy provider’s handling and/or sharing of your information when using the CDR framework, it is likely we can take your complaint.

The EWOV Charter (https://www.ewov.com.au/about-us/who-we-are#how-is-ewov-structured) sets out what types of complaints we can and cannot handle. As part of our complaint handing process, we review your complaint to make sure we can take it. It's important to know that, even if your complaint relates to privacy, there may be times we cannot take your complaint.

If we can’t help you directly, we can refer your complaint to another dispute resolution scheme or organisation that may be able to assist you further.

If you have a privacy complaint related to your energy or water provider, we may be able to help. For more information, visit ewov.com.au or call us on 1800 500 509.