Privacy Policy

 

Our commitment to your privacy

Western Power is committed to protecting the privacy of its customers. We respect the value you assign to your own personal details and recognise that the collection, storage, use and disclosure of your personal details should be handled in a professional manner. Therefore, an important part of our commitment is to clearly explain how we maintain our customers’ privacy and confidentiality and, most importantly, how our customers can play a part in that commitment.

What does this policy cover?

Western Power’s privacy policy covers the collection, storage, use, disclosure and security of personal details of our customers. We explain how and when we collect personal information, what that information is used for, who uses it and when it may be disclosed to other parties. The policy also explains how you can access your personal information.

What is personal information?

Personal information includes details such as a name, address, phone numbers or email address, which can be used to identify an individual and may include a date of birth and information relating to a customer’s electricity usage.

Our Systems

Western Power has systems and procedures to protect a customer’s privacy whenever we collect, use, store or disclose their personal information.

Collecting your Personal Information

Western Power may be required to collect information that will allow it to accurately identify a customer in the future, or allow us to contact the customer when we need to. For instance when we know that planned maintenance on the network will affect the power supply to a customer’s property.

  • Western Power collects personal information in a number of ways, including:
  • That provided by energy retailers or other third parties. 

Personal information provided directly to Western Power for services such as reporting a power fault or making an extended outage claim.

When you visit the Western Power website, our server logs the following information for statistical and administration purposes: 

  • Browser type and operating system of your computer. 
  • Your Internet Service Provider (ISP). 
  • Your top-level domain name (for example, .com, .gov, .au, .uk etc). 
  • The address of any referring website. 
  • Your computer's Internet Protocol (IP) address.

When you download and use a Western Power mobile telephone or tablet application, Western Power may in the download process obtain and log some personal information of yours (such as first and last name, email, suburb/postcode, Facebook user ID) that may be used for the purposes of interacting with the application, as well as for statistical and administration purposes.

Google Analytics

Western Power uses Google Analytics to collect information about how people use our website. The information we obtain from Google Analytics helps us understand how we can offer a better customer experience.

Google Analytics uses cookies to collect information about which pages you visit, how long you are on the site, how you got there (for example from a search engine, a link, an advertisement etc) and what you select. Information collected by the cookies (including your IP address) is transmitted to and stored by Google on servers in the United States of America.

By using Western Power’s website, you consent to the processing of data about you by Google in the manner described in Google's Privacy Policy and for the purposes set out above. You can opt out of Google Analytics if you disable or refuse the cookie, disable JavaScript, or use the opt-out service provided by Google.

Cookies

A 'cookie' is a packet of information that allows the Western Power server (the computer that stores our website) to identify and interact more effectively with your computer.

When you access our website, we send your computer a cookie that gives you a unique identification number. Each time you use our website a different identification number is sent. The cookie that Western Power sends you will reside on your computer for a period of one year.

Cookies do not identify you personally or individually, but they do identify your Internet browser type and Internet Service Provider (ISP).

The cookie we send to your computer allows you to page forwards and backwards and go back to other pages you have already visited on our site without having to log onto our home page again. Cookies also enable Western Power to keep track of which pages are most and least frequently visited by our customers. This information helps us to update our website and ensure it best meets our customer's needs.

Your Internet browser can be set up to accept all cookies, reject all cookies or notify you when a cookie is sent. Please refer to your Internet browser's help screens for more information.

Social Media

Western Power uses third party webspaces for interactive information sharing and to connect with customers. Examples include Facebook, Twitter and LinkedIn.

We recommend you read any terms and conditions and privacy statements or policies that apply to any third-party web service (especially the terms and conditions relating to the handling of personal information) when using these social media platforms to interact with Western Power. These third-party privacy statements and conditions will prevail over this privacy statement to the extent of any inconsistency.

We recommend that you do not use a public-facing social media channel, such as Facebook, to provide us with your personal details or disclose these personal details in any query or issue raised through that forum. This is necessary in protecting your privacy and preventing identity theft.

Examples of personal details include your home address, birth date, middle or maiden name or email address.

Links to other sites

Some sections of the Western Power website have links to other websites. Although we are careful to review these sites before providing a link, Western Power is not responsible for the privacy practices or the content of such websites, which is outside our control.

Searches

We collect and store the words and phrases entered into our site's search engine so that we know what information people are looking for. This helps us improve our web site and make sure it provides the information you need. Please note that these search words are not associated with personal information of any kind.

How we use your personal information?

When Western Power collects personal information it may use that information only for a purpose related to Western Power’s business. Western Power will not use a customer’s personal information for any other purpose without the customer’s prior consent unless required by law or if it is in the public interests to do so (e.g. to prevent a serious threat to health or safety).

In general, Western Power uses personal information for purposes such as notification of planned power interruptions and when undertaking maintenance of our infrastructure when it's located on our customers' properties.

Who uses your personal information?

Western Power may disclose personal information of a customer to a contractor or agent of Western Power to the extent required to facilitate the delivery of a good or service to the customer.

Western Power has contracts with companies, including mailing houses that print and post letters to a customer’s home and research companies who use phone numbers for research purposes. Western Power will only disclose your personal information to these agents, contractors and related businesses on a confidential basis, for the purposes of Western Power business.

Western Power takes precautions to ensure those third parties are aware of their privacy obligations and that they are required to comply with them.

Data quality

In order to provide you with the best possible service it is important that Western Power maintains accurate, up-to-date information. Western Power will endeavour to ensure the personal information we collect, use and disclose is correct, complete and up-to-date. To fulfil this commitment, Western Power also provides you with the capacity to correct or change any personal information we store for you. Please see Contact Us below for details.

Accessing your personal information

You are entitled to request details and a copy of your personal information held by us by contacting Western Power's Freedom of Information Coordinator (FOI) in writing at the address below. To protect your privacy, Western Power will require proof of identity before actioning your request.

 

Complaints

If you are dissatisfied with the way we have handled your personal information, we would like to hear from you. Information about lodging a complaint with Western Power can be found on our website.

Contact Us

You can contact Western Power Customer Service on:

Telephone: 13 10 87 (7am – 5pm Monday to Friday)
TTY: 1800 13 13 51
Telephone Interpreting Service: 13 14 50
Facsimile: 9225 2660
Email: enquiry@westernpower.com.au
By post: Customer Service
Locked Bag 2504
Perth WA 6001
Or visit: http://www.westernpower.com.au
FOI by post: FOI Coordinator
Western Power
363 Wellington Street
Perth WA 6000
Email: foi.coordinator@westernpower.com.au