Privacy and disclaimer

Endeavour Energy Privacy Policy

Endeavour Energy is responsible for the safe and reliable supply of electricity to homes and businesses across Sydney’s Greater West, Blue Mountains, Southern Highlands and the Illawarra.

Our network is made up of more than 185 major electricity substations, 416,000 power poles and 32,000 smaller distribution substations that are bound together by 47,000 kilometres of underground and overhead power lines.

At Endeavour Energy we are committed to protecting the privacy of our customers, our business contacts and our employees. When we collect and handle personal information, we do so in accordance with Australian privacy laws. These laws protect the privacy of personal information we hold on customers, our employees (other than information that forms part of an employee record) and other individuals with whom we deal.

Endeavour Energy is bound by the Privacy Act 1988 (Cth) (the Privacy Act), including the Australian Privacy Principles (APPs) and the Health Records and Information Privacy Act 2002 (NSW) (the HRIPA), including the Health Privacy Principles (HPPs) (together, the Privacy Laws).  The Privacy Laws govern how organisations handle personal information including health information.

When we refer to Endeavour Energy, we, or us in this policy, we are referring to each of the members of the Endeavour Energy Group, as described at the end of this policy.

What personal information do we collect and hold?

Personal details

We collect and hold personal information that is reasonably necessary for the purpose of supplying customers with our services and products. The kinds of personal information we collect for this purpose include your name, contact information (including your email address, home address, business address and telephone numbers), bank details (including BSB, account number and account holder) and your particular requirements for our services and products.

We collect and record calls with Endeavour Energy and images of you via CCTV cameras if you visit our premises or if you are in the close vicinity of Endeavour Energy’s equipment and assets.

We also collect information about the nature of your premises, for example whether you are a residential or business customer. In the case of businesses acquiring our products or services, we usually also collect the name, title and contact details of a contact person in the business.

We do all that we reasonably can so that the information we hold is accurate, up-to-date, complete and relevant. Generally, it is necessary for us to collect your personal details so that we can provide you with our services or products. However, if it is practicable and lawful for us to do so, you may deal with us anonymously or through the use of a pseudonym.

Metering identifiers and usage data

We also collect and store your National Meter Identifier (NMI) and your NMI address (the meter location which may be the same as your personal address). A NMI is an identification number that allows us to identify your particular meter.

We collect (and may use and disclose) metering data about the premises connected to our electricity network. Metering data is collected via the meter at your home or business premises, to record your electricity use and consumption and your associated expenditure. Metering data information is handled in accordance with the National Electricity Rules and the Market Operations Rules where they apply, as well as in accordance with the Privacy Act.

Projects and customer surveys

As part of our commitment to develop new products and services to meet the needs of our customers, we may undertake projects and pilot studies relating to energy efficiency, demand management and/or smart electricity grid activities.

From time to time we may also undertake customer surveys – for example to collect statistics about our customers to use for research and product development purposes.

As part of our projects and other initiatives (for example the Bawley Point and Kioloa Community Microgrid projects) we may collect, use and disclose personal information about you and information relevant to your participation in the project – for example, we may collect information about your electricity usage patterns, details regarding specifications of the system installed at your premises and information regarding the amount of energy generated from the system.

Customer program and trials

As part of Endeavour Energy's suite of programs and trials that we roll out from time to time, we may collect personal information relevant to participation and assessing rewards or benefits under the applicable program – for example, we may collect information about your electricity usage patterns, dollar amounts spent on electricity or about the size of your solar panels and inverter. Each program will provide additional information regarding your participation in the specific terms and conditions for that program.

Sensitive information

Generally, we will not collect sensitive information about you, such as details of your race, political beliefs, religion or health. We may, however, collect, hold, use and disclose sensitive information (including some health information) in certain circumstances. For instance, we may need to collect your health information if you use particular health-related appliances in your household. We will only collect and use health information where you have provided your consent.

Non-customer information

We may also collect information about other members of a household in which a customer resides, such as whether they consent to the use of particular services in the home. Sometimes, we also need to collect personal information about individuals who are not customers. This need will usually arise where we collect the name and business contact details of a person who is the contact in the company or a government agency with which we deal. Our policy is to use personal information collected from non-customers only as permitted under the Privacy Laws.

Employee, contractor and potential employee or contractor information

We also collect information about our employees. There is an exemption under the Privacy Act 1988 (Cth) for “employee records” held in relation to current or former employees. Therefore, personal information about employees that is an “employee record” is not dealt with in this policy. However, we may hold other types of personal information about employees, which we may use for purposes related to corporate reporting.

We may also collect and record details of our employees when they enter and exit our premises, as well as CCTV footage and time stamp records for safety and surveillance purposes. We may also collect additional information about contractors who are fleet drivers, including details about their vehicle movements, for vehicles that are used for company purposes.

For contractors or potential employees or contractors, the types of information we collect might be more detailed. This could include residency status, CV, emergency contacts, qualifications and work history. We will only ever keep this information if it will help us work with you as a contractor, or a potential staff member.

Generally, we will collect this information directly from you. We may also collect personal information from third parties (for example, recruitment agencies or referees you have provided to us). Prior to offering you a role we may collect additional information such as your tax file number, superannuation information and other information that may be required for us to carry out any checks necessary to determine your suitability for the relevant role. These checks may include sensitive information provided via reference checks, medical checks, police/criminal history checks, relevant information about you including disability or ethnicity, as well as relevant right to work details including identity documents and visa information. Where you provide this information, or agree to us seeking this information, you consent to its use or disclosure for the purposes set out in this paragraph.

How do we collect and hold your personal information?

Direct collection of personal information

We generally collect your personal information directly from you. For example, we may collect personal information about you when you deal with us over the telephone, send us correspondence (whether by letter, fax or email), when you have contact with us in person or when you use, or complete a form on, our website. If we do not obtain the information requested, we may not be able to provide you with the products or services requested or fulfil another applicable purpose of collection.

The collection and management of personal information relating to our customers, employees and Accredited Service Providers (ASPs) will be managed through our use of various technologies, including third party software platforms provided by PEGA, SAP and Beakon (among others).  See "Who do we share your information with" for more details about our use of third party providers.

Indirect collection of personal information

There may be occasions when we need to obtain personal information about you from a third party. For example, we collect personal information from your energy retailer regarding your energy supply arrangement. If you work for one of our service providers or business customers or other organisations with which we do business, we may need to obtain your contact details from them. In some circumstances also, we may need to obtain information relating to you from a credit reporting agency, or from a publicly maintained record. If we collect personal information about you in these ways, we will take reasonable steps to make you aware of the relevant matters set out in this policy. Finally, where a third party provides us with information we have not asked for, we will destroy or de-identify the information unless we would have been entitled to collect it under the APPs, in which case we will treat such information in accordance with the APPs and this policy.

If you provide personal information to us about someone else (such as one of your employees if you are one of our service providers or business customers, or a member of your household or someone with whom you have dealings) you must be entitled to disclose that information to us and make sure that we are entitled to collect it. You should let the person know that they can access this Privacy Policy on our website or by calling us using the contact details set out below. If the information you provide is sensitive information, then you will need to obtain the consent of the person to whom it relates before you provide it to us.

Collection via mobile apps

If you use our mobile Outage app (for Apple or Android) or Facebook messenger to contact us about outages, we may collect personal information (including your full name and details about your current location) for the purposes of advising you about outages in that area. We do not store any personal information collected by the mobile Outage app. We report internally about the number of customers that download and use the Outage app, but this does not contain any identifying information.

Health-related employee information

We may collect information about injuries sustained by employees through workers compensation claims or through our “MySafe” portal. This includes name, contact information (including email address, home address and telephone numbers), health information and bank account details. This information is collected only for the purpose of assessing and managing insurance claims.

We may also collect information about employees through the Health Safety and Environment application for purposes of assisting our teams to document and manage health, safety or environmental incidents, assessments or inspections at Endeavour Energy work sites and in relation to Endeavour Energy equipment, or (where relevant to your role) in relation to wealth and wellbeing, including return to work capacity information, drug and alcohol testing, medical tests and health exposure tests.

Accredited service provider (ASP) information

Where you are a Accredited Service Provider (ASP) that undertakes contestable work within Endeavour Energy’s network, we may also collect your contact information (including full name, mobile number and email addresses) and your company's information (including the company name, business address, ABN and accreditation number). Additional information may be collected about employees of ASPs, including their full name, date of birth, mobile number, email address and identification photo.

We collect and hold this information only for the purpose of enabling us to engage with the ASP in relation to the provision of their services within Endeavour Energy's network.

Storage of personal information

We take reasonable steps to protect personal information we hold from misuse, loss and interference, or unauthorised access, modification or disclosure, including both technical and organisational measures.

Our technology systems are password protected and we use security monitoring, access control systems and encryption systems (security measures for the internet). We also maintain physical security over our paper files, data stores and premises, including locks and security systems. Access to personal information is restricted to our authorised personnel, who need to access those records as part of their job.

We may engage third party data storage providers to store and secure our data, including personal information of our customers on the basis that the information is properly secured and protected.

Retention and destruction of personal information

We retain personal information in files as both electronic records (through software systems, such as PEGA, SAP and Beakon) and in paper form.

We also take reasonable steps to destroy or de-identify personal information that we no longer need. When personal information is no longer required, the personal information is destroyed in accordance with Endeavour Energy's policies and internal processes.

This involves obtaining the necessary approvals by the relevant process owner and maintaining a destruction log record. Secure destruction is carried out by an authorised third party provider who provides us with a certificate of destruction once the relevant record has been destroyed.

For what purposes do we collect, hold, use and disclose personal information?

We collect, hold, use and disclose personal information for the purpose of providing you with services and products, or with other information you have requested, and for purposes related or ancillary to this or otherwise authorised or required by applicable law.

To carry out those purposes, we may need to use and disclose personal information to establish and maintain any necessary accounts or records, credit checks, invoicing and billing systems, debt recovery and market research, and to develop new and better services. We will use your personal information only for the purpose for which it was collected, unless we have your consent, or an additional use is permitted under the Privacy Laws.

We also collect, hold, use and disclose information about injuries sustained by our employees as part of our workers compensation scheme and we may use this information for the purposes of corporate reporting and related functions. Our standard employment contracts contain provisions to the effect that employees consent to this information being used for corporate reporting purposes.

Direct marketing

We may also collect, hold, use and disclose personal information for the purpose of telling you from time to time about our services, products or promotions. If at any time you no longer wish to be told about our new services, products or promotions, you can opt out by clicking on the opt-out function included in each marketing message.

There may be some important messages that we provide to you even if you have opted out, including safety, operational or administrative messages.

Web usage information

Web usage information is collected to assist us to build and develop our website to best meet customer needs and for targeted communication of our public safety campaigns on social media platforms. We will not disclose any web usage information in relation to which you are personally identifiable.

Life support customers

We collect (with consent, where required), hold, use and disclose sensitive information, including health information in particular, from those of our customers using life support equipment (referred to as “life support customers”).  We do so to provide additional services and support to those life support customers pursuant to our obligations under the National Energy Retail Rules.

Who do we share your information with?

We may disclose your personal information to other people or entities in the circumstances described below. We may make additional disclosures where you provide consent or where such disclosures are otherwise permitted under the Privacy Laws.  We do not sell personal information to third parties.

(a) Outsourcing and advice

We may disclose your personal information to third parties to which we contract out specialised functions, such as mailing houses, printing companies, data storage companies, information technology providers and legal, audit and accounting services. This includes, where needed, disclosing sensitive information about life support customers to such third parties who perform functions that assist us to meet our obligations in respect of those customers.

If we disclose personal information to third party contractors or advisers under outsourcing or contracting arrangements, we do all we reasonably can to maintain tight control over their use of such information, and we prohibit disclosure of the information by them so that those contractors:

• comply with the applicable Privacy Laws when they handle your personal information; and
• are authorised only to use personal information in order to provide the services or to perform the functions required by us.

(b) Research and surveys

We may disclose personal information to third parties (such as government agencies, regulatory bodies and research partners) for reporting purposes in connection with the projects and trials we conduct from time to time. This may include disclosure of indicative pricing schedules and forecasts of customer numbers characterised by type (for example, residential, business and large customers). Our general policy is to de-identify the information we disclose to third parties for research purposes. However, where personal information is provided to third parties, we will take reasonable steps to make the relevant individuals aware that information about them is being disclosed and obtain their consent to do so where necessary. We will also take steps to advise those third parties of the confidential nature of such information where necessary to protect the privacy of our customers.

(c) Disclosures required by law

For legal reasons, and in special circumstances, we may need to make disclosures of your personal information. This may occur where we are directed to do so under arrangements in place to make sure that you continue to receive electricity supply in the event of retailer failure. We may also be required to disclose your personal information to law enforcement agencies, government agencies, courts or external advisors. For example, we may be asked to disclose certain personal information about an individual to assist the police with an investigation into criminal activities or to respond to a ministerial inquiry. Our policy is to make such disclosures only in accordance with the Privacy Laws and only to the extent legally required. We may also be required to disclose certain information under the energy industry laws and rules.

(d) Insurance related purposes

We may be required to disclose personal information and health information to authorised third parties for insurance related purposes. For instance, where an employee has submitted a workers compensation claim, relevant health information may need to be disclosed to third parties to facilitate the assessment and ongoing management of that claim. This may include disclosure to legal representatives, independent health examiners or rehabilitation providers.

Do we disclose personal information to entities located overseas?

We do not typically disclose personal information outside of Australia.  With respect to health information, we typically do not disclose health information outside of New South Wales.

If practicable, we will take steps to ensure you are aware of offshore locations to which personal information may be transferred, and we will take reasonable steps to ensure any personal information that is provided offshore is protected in accordance with our obligations under the Privacy Laws.

How can you access and correct the personal information we hold about you?

Under the Privacy Laws, you have a right to seek access to personal information including health information which we hold about you. You also have the right to ask us to correct information about you, which is inaccurate, incomplete, out of date, irrelevant or misleading.

If you wish to access the personal information that we hold about you, please contact our Call Centre on 133 718 or via our online enquiry form so we can explain how we will handle your access request. Once we have verified your identity, we would generally provide you with a summary of the information held about you. We would assume (unless you told us otherwise) that your request related to our current records about you. Those current records would include personal information about you which was included in our databases and in paper files, and which might be used by us on a day to day basis. We generally seek to respond to access requests within 30 days, or within 45 days in respect of health information.

To provide you with access to this personal information, we would ordinarily provide you with a print-out of the relevant personal information from our databases, or with photocopies of records which were held only on paper files. Ordinarily, we would not charge you for the cost of providing this type of access to these records.

For legal and administrative reasons, we may also store records containing personal information in our archives. You may seek access to our non-current records, but if you do so, we may charge you for the cost of providing the access.

If you believe that personal information about you is inaccurate, incomplete, out of date, irrelevant or misleading, please provide us with your request for correction. Our policy is to consider any requests for correction in a timely way. We generally seek to respond within 30 days of our receipt of the request in respect of personal information, and within 45 days in respect of health information.  If we are satisfied that the personal information requires correction, we will take reasonable steps to correct such personal information promptly. If we refuse to provide you with access to the information, we will provide you with reasons for the refusal and inform you of any exceptions relied upon under the Privacy Act (unless it is not reasonable in the circumstances for us to do so).

How can you complain about a breach of your privacy and how will we handle your complaint?

If you wish to complain about our handling of your personal information, in the first instance please email our Privacy Officer privacy@endeavourenergy.com.au,  or contact us on 02 9853 6770 or via our online complaint form. We will make every effort to investigate and respond to your complaint in a timely way. We generally seek to respond within 30 days of our receipt of the complaint.

If you are dissatisfied with the outcome of our investigation, you may take your privacy-related complaint to the Office of the Australian Information Commissioner (OAIC), or for health-related information for employees, the NSW Information and Privacy Commissioner (IPC).

For information on making a complaint to the OAIC, please visit the OAIC’s website Privacy Complaints or phone 1300 363 992. You can also contact the OAIC by:

• visiting www.oaic.gov.au;
• forwarding an email to enquiries@oaic.gov.au; or
• writing to OAIC at GPO Box 5218, Sydney NSW 2001.

For information on making a complaint to the IPC, please visit the IPC website or phone 1800 472 679.

Questions or comments about this privacy policy

If you have any questions or comments about this privacy policy, please contact us by email privacy@endeavourenergy.com.au or phone us on 02 9853 6770.

Changes to this privacy policy

The use of listing terms such as for example and for instance (and other similar expressions) in this Privacy Policy are not terms of limitation and shall be construed and deemed to be followed by the words “without limitation”.

This privacy policy is subject to change from time to time. You can find the latest version on our website. This policy was last updated in August 2025.

Application of this policy to the Endeavour Energy Group

This policy applies to each of the members of the Endeavour Energy Group, which refers to Endeavour Energy Network Operator Partnership trading as Endeavour Energy (ABN 11 247 365 823) and its related bodies corporate, including Endeavour Energy Network Asset Partnership (ABN 30 586 412 717), Endeavour Energy Network Unregulated Partnership (ABN 39 232 846 628), Endeavour Energy Network Management Pty Ltd (ABN 22 617 221 495), Ausconnex Management Pty Ltd (ACN 622 089 632), Network Finance Company Pty Limited (ABN 17 617 869 511) and each of their respective partners, and any other subsidiary companies of those partnerships or companies.

Some members of the Endeavour Energy Group may maintain individual or supplementary privacy policies, which you can obtain by contacting that Endeavour Energy Group member and, if they do, that individual policy will apply instead.