Western Power is committed to protecting the privacy of our 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. An important part of our commitment is to clearly explain how we maintain your privacy and confidentiality and, most importantly, how you can play a part in that commitment.
Our commitment to the privacy of our customers' information is embedded in our Code of Conduct. We ensure that:
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 and procedures protect your privacy whenever we collect, use, store or disclose your personal information.
We may need to collect information so we can accurately identify you in the future, or allow us to contact you 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.
We collect personal information in a number of ways, including:
When you visit the Western Power website, our server logs the following information for statistical and administration purposes:
When you download and use a Western Power mobile telephone or tablet application, we 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.
Information (including personal information) that is in the public domain is unlikely to be confidential information. However, we may be bound by legislative obligations to keep certain information confidential and where such situation arises; we will consider the information at hand against our legislative obligation to maintain confidentiality.
We use 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.
This site uses the Lucky Orange analytics system to help improve usability and the customer experience. Lucky Orange may record mouse clicks, mouse movements and scrolling activity. Lucky Orange may record keystroke information that you voluntarily enter on this website. Lucky Orange does not track this activity on any site that does not use the Lucky Orange system. You can choose to disable the Lucky Orange Service at http://www.luckyorange.com/disable.php.
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 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 us 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 customers' needs.
We use 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 us. 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.
Some sections of this 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.
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 website and make sure it provides the information you need. Please note that these search words are not associated with personal information of any kind.
When we collect personal information we may use that information only for a purpose related to our business. We will not use your personal information for any other purpose without the your 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, we use personal information for purposes such as notification of planned power interruptions and when maintaining our infrastructure when it's located on our customers' properties.
We may disclose your personal information to a contractor or agent of Western Power to the extent required to facilitate the delivery of a good or service to the customer.
We have contracts with companies, including mailing houses that print and post letters to customers' homes and research companies who use phone numbers for research purposes. We will only disclose your personal information to these agents, contractors and related businesses on a confidential basis, for the purposes of Western Power business.
We take precautions to ensure those third parties are aware of their privacy obligations and that they are required to comply with them.
The information you disclose in our job vacancy website will be disclosed to our recruiting team and other personnel involved in the recruiting process for the purpose of considering you for the selected role as advertised on our website.
To provide you with the best possible service it is important that we maintain accurate, up-to-date information. We will endeavour to ensure the personal information we collect, use and disclose is correct, complete and up-to-date. To fulfil this commitment, you can correct or change any personal information we store for you. Please contact us.
You are entitled to request details and a copy of your personal information we hold by contacting our Freedom of Information Coordinator (FOI) in writing. To protect your privacy, we will require proof of identity before actioning your request.
If you are dissatisfied with the way we have handled your personal information, we would like to hear from you. Find out more about lodging a complaint.