The purpose of this policy is to set out how we collect, store, use, process and disclose personal information in connection with services.
By providing us with your personal information, you agree to the collection, storage, use and disclosure of your personal information in accordance with this Policy.
We may need to amend this Policy from time to time. If we make any changes, then we will tell you about them by posting an updated Policy on our website. Any changes will take effect from the date we update and post the amended Policy, so please check this Policy when you access our website.
Information TLC collects about you
We may collect the following Personal Information:
- Your name and contact details, your date of birth and limited medical information as required for those who are deemed Medically Dependent.
- Your energy consumption and account history with us.
- Information about your use of our Products or Services.
- Information you provide to us when responding to our customer surveys.
- Any other information you give us (including information provided on telephone calls which is monitored and recorded).
How TLC collects your information
We collect Personal Information:
- From you directly (like when you provide your details to us).
- From you indirectly (like when you use our Services, visit our Website or interact with us on social media).
- From third parties (like contractors and agents that we engage to perform Services on our behalf).
- From places where the information is publicly available.
How TLC will use and disclose your personal information
You authorise TLC to use and disclose your Personal Information for the following purposes:
- To provide you with our Products or Services.
- To respond to your queries regarding the Website, our Products or Services.
- To administer your account with us.
- To process your local energy trust rebate.
- To deal with any of your request, enquiries or complaints.
- To bill you and to collect money that you owe us.
- To operate and maintain our network.
- For our internal record keeping purposes.
- To facilitate the sale or other disposition of our business or assets.
- To comply with our legal, government and regulatory obligations.
- For any other purposes that you give your consent to.
From time to time, TLC may disclose your Personal Information to third party service providers. You authorise us to disclose your Personal Information to:
- Our subsidiary company, Financial Corporation (FCL) Metering Limited to provide Metering Equipment Provider (MEP) services to TLC in connection with TLC’s business operations.
- Third parties that provide us with products and services that enable us to provide Products and Services to you.
- Credit agencies.
- Any other person as authorised by you.
In some cases, we may remove personal identifiers from your Personal Information and maintain it in an aggregate form. We may combine this information with other information that we hold to produce anonymous, aggregated statistical information, which is helpful to us in improving our Products and Services. Once your Personal Information is anonymised, it may no longer be capable of identifying, or being re-linked, to you.
How we safeguard your personal information outside New Zealand
From time to time, we may disclose, and you authorise us to disclose, your Personal Information to an overseas service provider for any of the above purposes. We make sure that the overseas service provider is:
- a participant in a prescribed binding scheme for international disclosures of Personal Information; and/or
- is located in a country that provides comparable safeguards to New Zealand’s privacy laws, approved by the Privacy Commissioner.
If not, then we will take reasonable steps to ensure that the overseas service provider is required to protect your Personal Information in a way that, overall, provides comparable safeguards to those required under New Zealand’s privacy laws. Examples of these steps include a written agreement between us and the overseas service provider or making reasonable enquiries regarding data protection standards of the country in which the overseas service provider is located.
If you are in a Member State of the European Union, your Personal Information may be transferred to or stored in a geographic region that imposes different privacy obligations than the country you are currently in. We will only transfer your Personal Information to a “secure third country”, such as New Zealand, or to a third country or international organisation where appropriate safeguards are provided in accordance with the GDPR.
To enable some of the features and functionality on our Website, you may need to permit us to place cookies on your device. You can remove or block cookies by using the settings in your browser, but it may affect your ability to use our Website.
You consent to receiving information from us about our Products, Services, promotions and competitions via email, text message and social media. If you want us to stop sending you electronic communications, then you can simply unsubscribe at any time by following the instructions included in the electronic communication.
How TLC protects your personal information
Request access to your personal information
You have the right to request access to Personal Information that TLC holds about you. If TLC does not give you access to the Personal Information that you have requested, then we will let you know the legal reasons for not disclosing your Personal Information. If you are not happy with the legal reasons provided, then you have the right to complain to the New Zealand Privacy Commissioner
Request correction of your personal information
You have the right to request correction of the Personal Information that TLC holds about you. TLC will correct your Personal Information if it is necessary to ensure that your Personal Information is accurate, up to date, complete and not misleading. If we decide that it is unnecessary to correct your Personal Information, we will let you know the legal reasons for its decision. If you are not happy with those reasons, then you have the right to complain to the New Zealand Privacy Commissioner
If you think that your privacy rights have been breached, You can make a written complaint to our Privacy Officer by email email@example.com or otherwise contact the New Zealand Privacy Commissioner.
If you are in a Member State of the European Union, you have the following rights with respect to your Personal Information:
- Lodging complaints: You have the right to lodge a complaint with a ‘supervisory authority’ established by a Member State under Article 51 of the GDPR.
- Right of rectification: You have the right to obtain from TLC without undue delay the rectification of inaccurate Personal Information. We may seek to verify the accuracy of the Personal Information before correcting it.
- Right to restrict processing: You have the right to limit the ways in which we use your Personal Information, in particular where: (i) you contest the accuracy of your Personal Information;
(ii) the processing is unlawful, and you oppose the erasure of your Personal Information;
(iii) we no longer need your Personal Information for the purposes of the processing, but you require the information for the establishment, exercise or defence of legal claims; or
(iv) you have objected to the processing of your Personal Information and pending the verification of whether the legitimate grounds of TLC override your own by a supervisory authority.
Right of access and portability: You have the right to request certain copies of your Personal Information held by us. You may also be entitled to request copies of Personal Information that you have provided to us in a structured, commonly used, and machine-readable format and/or request us to transmit this information to another service provider nominated by you (where technically feasible).
Right to be forgotten: You have the right to obtain from TLC the erasure of your Personal Information without undue delay where one of the grounds set out in Article 17(1) of the GDPR apply. Please note that:
- we may retain some of your Personal Information as necessary for our legitimate business interests, such as fraud detection and prevention and enhancing safety;
- we may retain and use your Personal Information to the extent necessary to comply with our legal obligations. For example, we may keep some of your information for tax, legal reporting, auditing and regulatory compliance obligations; and
- because we maintain our Website and Products to protect from accidental or malicious loss and destruction, residual copies of your Personal Information may not be able to be removed from our backup systems.