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PRIVACY AND CREDIT REPORTING POLICY |
Oneloop Pty Ltd ABN 77 646 633 285 63 Foveaux St, Surry Hills NSW 2010 0410 660 796 www.oneloopenergy.com.au |
Your Information
We have created this Privacy and Credit Reporting Policy (Policy) to explain the types of information we collect through our website and digital platforms (collectively, our Website), your home energy system (your Home Energy System), our customer communications, and through our authorised representatives. Our Website along with the services we provide directly and through our representatives are referred to collectively as our Services.
The Services are provided by Oneloop Pty Ltd (Oneloop) (referred to collectively in this Policy as "we," "us," "our" and other similar pronouns). The information you provide to our representatives and service providers is passed to us and used in accordance with this Policy.
This Policy also includes our Credit Reporting Policy. It covers additional information on how we manage your Personal Information (defined below) collected in connection with a credit application or credit facility (Credit Information) and is our Credit Reporting Policy for the purposes of Part IIIA of the Privacy Act 1988 (Cth).
This Policy explains how we will use, disclose, and protect this information once collected, and how you can opt out of some of our uses and disclosures of your information. By using our Services or otherwise providing us with your information, you consent to this Policy as it may be amended from time to time.
Types of Personal Information We Collect and Hold
Personal Information
Information that can be used to identify you as an individual or allow someone to contact you, as well as information attributed with such information, is Personal Information. The types of Personal Information that we collect and hold about you could include:
• ID information such as your name, date of birth, contact details (including address, email address, and telephone numbers), occupation, and driver's licence number;
• information about co-owners of the property at which your Home Energy System is installed;
• your account username and password; the name of your electricity retailer; electricity usage information; annual electricity consumption; average monthly utility bill amounts; type of home; and whether you own or rent your home;
• other contact details such as social media handles;
• financial details, such as your bank account or credit card details;
• Credit Information such as details relating to credit history, credit capacity, and eligibility for credit (credit worthiness);
• System Data and Energy Information (see below) and website usage information (see below); and
• other information we reasonably consider necessary.
You might also need to provide Personal Information about other individuals to us (for example, about your authorised representatives). If so, we rely on you to inform those individuals that you are providing their Personal Information to us and to advise them about this Policy.
Energy and System Data Information
Your Home Energy System may transmit to us and our service providers detailed information about your electrical system, energy usage, and system performance (collectively, System Data). For example, we may receive:
• information about the solar and battery equipment installed at your property, including makes, models, serial numbers, sizes, locations, and installation photographs;
• information about the amount of electricity generated by your solar panels, battery state of charge, when energy is generated or stored, and the amount consumed by your household;
• equipment installation diagrams, roof diagrams, and shading reports;
• power, voltage, current, frequency, and flow rates;
• system performance metrics and alerts;
• inverter and battery management system operating parameters;
• load control settings and demand response parameters;
• Virtual Power Plant (VPP) dispatch and scheduling data where you have enrolled in a VPP program; and
• the Internet Protocol (IP) address of your home internet network.
We may receive updated System Data from your Home Energy System remotely at regular intervals. System Data can indicate household occupancy patterns and appliance energy efficiency. When System Data is combined with your Personal Information, it is considered Personal Information. System Data transmitted to us is subject to change as we update your Home Energy System's software or firmware.
Website Usage Information
As is common with many websites and mobile applications, our servers automatically collect your IP address when you use them. We may also capture clickstream data including information about your device, browser, operating system, language settings, referring pages, usage patterns, and search terms used on our Website.
This information enables us to generate analytics reports on Website usage. We may also deploy tracking technologies such as cookies, local shared objects, HTML5 storage, and pixel tags to collect additional information about your use of our Website and to serve relevant advertising. By using our Website, you consent to our use of these tracking technologies.
Types of Credit Information We Collect and Hold
When checking your credit worthiness, we may collect information about you from Credit Reporting Bodies (CRBs). This information can include records of your identity, credit applications, repayment history, defaults, court judgments, bankruptcy, and credit scores. We may also collect Credit Information from credit providers, co-applicants, guarantors, your agents and representatives, organisations that assist us in processing credit applications, and our debt collectors and legal advisers.
How We Collect Your Personal Information
We will usually try to collect Personal Information directly from you. We collect Personal Information when you request a quote or complete a survey on our Website; request a proposal or create an account with us; apply for financing; communicate with our representatives; sign up for our newsletters; or submit a question using a contact feature on our Website.
Unsolicited Information
Where we receive unsolicited Personal Information about you, we will check whether that information is reasonably necessary for our functions or activities. If it is, we will handle this information in the same way as other information we seek from you. If not, we will destroy or de-identify it.
Consequences of Not Providing Your Personal Information
If you do not provide your Personal Information to us, we may not be able to:
• provide you with the product or service you want;
• manage or administer your product or service;
• verify your identity or protect against fraud; or
• let you know about other products or services that might meet your needs.
How We Hold Your Information
We store information in paper and electronic form. The security of your Personal Information is important to us and we take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification, or disclosure. Some of the ways we do this are:
• confidentiality requirements of our employees and contractors;
• document storage security policies;
• security measures for access to our systems;
• controlled access to our premises; and
• electronic security systems, such as firewalls and data encryption.
We may store Personal Information physically or electronically with third party data storage providers. Where we do this, we use contractual arrangements to ensure those providers take appropriate measures to protect that information and restrict its use.
We will only keep your information for as long as we require it for our purposes or as required by law. When we no longer require your information, we will ensure that it is deleted, destroyed, or de-identified.
How We Use Your Personal Information
We or our service providers may use the Personal Information we collect from and about you to perform the following business functions:
• administering our Services and your account with us;
• customising our Services to your interests and history with us;
• enabling you to use our Services and their features;
• processing and fulfilling your transactions;
• responding to your requests, questions, and concerns;
• improving and developing new features and offerings for our Services;
• system performance monitoring, remote diagnostics, software upgrades, and remote configuration of your Home Energy System;
• optimisation of battery charge and discharge cycles to extend battery longevity and improve system efficiency;
• where you have executed a separate VPP or demand response enrolment agreement, remotely adjusting the charge and discharge logic of your battery system in accordance with VPP dispatch instructions issued by an authorised aggregator or network operator;
• assessing eligibility for, and facilitating participation in, Virtual Power Plant (VPP) programs or demand response schemes, where you have separately consented;
• sending you marketing and other communications about products, services, and events that we think might interest you, consistent with your communications preferences;
• protecting our rights and property;
• staff training and risk management;
• systems development, testing, and planning;
• undertaking research and statistical analysis using anonymised and aggregated data;
• recovering debts;
• preventing or investigating any fraud or crime; and
• as required by law, regulation, or codes binding us.
Marketing
We may use or disclose your Personal Information to let you know about products and services that might better serve your needs, or for running competitions, promotions, and other opportunities in which you may be interested.
We may conduct marketing activities via email, telephone, SMS, mail, or other electronic means, including through third party social networking platforms. We will always let you know that you can opt out from receiving our marketing offers at any time. We will process your opt-out request as soon as practicable, noting that it may take a few days to complete. Even if you opt out of marketing, we may still contact you in connection with your relationship, transactions, and communications with us.
How We Use Your Credit Information
In addition to the ways for using Personal Information described above, we may also use your Credit Information to enable an insurer to assess risk, assess whether to accept a guarantor, and consider hardship requests.
Sharing Your Personal and Credit Information
To ensure we can meet your specific needs and for the purposes described above, we sometimes need to share your information with others. We may share your information with:
• those involved in providing, managing, or administering your product or service;
• authorised representatives who sell products or services on our behalf;
• appraisers, insurers, re-insurers, claim assessors, and investigators;
• brokers or referrers who refer your application or business to us;
• other financial institutions, such as banks;
• organisations involved in debt collecting, including purchasers of debt;
• fraud reporting agencies;
• government or regulatory bodies (including electricity network operators, AEMO, and state energy regulators) as required or authorised by law;
• our accountants, auditors, lawyers, and other external advisers;
• organisations that maintain, review, and develop our business systems and technology infrastructure;
• VPP aggregators and demand response service providers, where you have consented to VPP participation;
• organisations involved in a corporate re-organisation, dissolution, or transfer of assets or business;
• organisations that assist with our product planning, research, and development; and
• where you have given your consent.
Sharing with Credit Reporting Bodies (CRBs)
We may disclose information about you to a CRB if you are applying for credit, have obtained credit from us, or if you are guaranteeing the obligations of another person to us. This may be for the purpose of obtaining a credit report about you or to allow the CRB to create or maintain a Credit Information file. Information that reflects adversely on your credit worthiness may affect your ability to obtain credit from other lenders.
Overseas Disclosures
We may occasionally need to share some of your information with organisations outside Australia, including organisations located in New Zealand, Singapore, China, Germany, the United States, and the United Kingdom, where our technology or service providers operate. We may also store information in cloud-based systems accessible from various countries. The privacy laws in these other countries may not provide the same level of protection as Australian law. Overseas organisations may be required to disclose information we share with them under a foreign law, and in those instances we will not be responsible for that disclosure.
We will not share any Credit Information with a CRB unless it has a business operation in Australia.
Accessing Your Personal and Credit Information
Accessing Your Personal Information
We will give you access to your Personal Information unless there are certain legal reasons why we cannot. We will provide access in the form you request where it is reasonable and practical. We may not be required to give you access in circumstances involving threats to safety, unreasonable impact on other individuals, frivolous requests, legal proceedings, unlawfulness, or harm to enforcement activities.
Accessing Your Credit Eligibility Information
Where you request access to Credit Information about you that we have obtained from CRBs, we must provide you access within 30 days, make the information clear and accessible, and ask you to check with CRBs what information they hold about you. We are not required to give you access if it would be unlawful or would harm the activities of an enforcement body.
Correcting Your Personal and Credit Information
Contact us if you think there is something wrong with the information we hold about you and we will try to correct it if it is inaccurate, out of date, incomplete, irrelevant, or misleading. If you are concerned that we have given incorrect information to others, you can ask us to tell them about the correction.
For Credit Information corrections, we are required to assist you regardless of who made the mistake. If we are able to correct the information, we will notify you and relevant third parties within 7 days of deciding to do so. If we are unable to correct the information, we will explain why in writing within 7 days. Where we agree to correct your information, we will do so within 30 days of your request.
How to Make a Complaint
Complaints About Personal Information
If you have a complaint about how we handle your Personal Information, including if you think we have failed to comply with the Australian Privacy Principles (APPs) or any binding APP code registered under the Privacy Act 1988 (Cth), please contact us using the details set out below. We are committed to acknowledging your complaint promptly and will provide an estimated timeframe for our response.
Complaints Regarding Credit Reporting Compliance
If you think we have not complied with Part IIIA of the Privacy Act or with the Credit Reporting Privacy Code, you can make a complaint using the contact details below. We will acknowledge your complaint in writing within 7 days and aim to investigate and resolve it within 30 days of receipt. We may need to consult with a CRB or another credit provider to investigate your complaint.
Further Steps
If you are not satisfied with the outcome of your complaint, you may access our external dispute resolution scheme or make a complaint to the Australian Information Commissioner (www.oaic.gov.au).
Additional Information
Anonymity and Use of Pseudonyms
If you have general enquiry-type questions, you may choose to make these anonymously or use a pseudonym. However, we generally will not be able to deal with you anonymously where it is impracticable or where we are required or authorised by law to deal with you personally.
Aggregate De-identified Information
We aggregate customer information in a way that does not reveal individual customers' names, contact information, or personal identities. We may use and disclose such aggregate and de-identified information for any purpose permitted under applicable law without your consent.
Social Networking
We maintain a presence on social networking platforms such as LinkedIn, Facebook, and Instagram, and may incorporate third party social networking features on our Website. Through these platforms, we receive some Personal Information and Website usage information about you, and this Policy applies to that information. Third party social networking platforms have their own privacy policies which govern how they use and protect your information.
Call Recording
When you speak with us, your calls may be recorded for quality assurance and training purposes. By calling us, you consent to this.
Security
While we will strive to protect the security and integrity of your Personal Information and Credit Information, due to the inherent nature of the internet as an open global communications vehicle, we cannot guarantee that any information during transmission or while stored on our systems will be absolutely safe from intrusion by others. We will have no liability for disclosure of your information due to errors or unauthorised acts of third parties during or after transmission.
Linked Websites
Our Website may contain links to other websites. We are not responsible for those other sites, and their posted privacy policies will govern the collection and use of your information on them. We encourage you to read the privacy statements of each website you visit after leaving our Website.
Changes to This Policy
We may change this Policy from time to time. When we do, we will post the updated Policy on our Website with a new version date. For significant changes to how we use or share your Personal Information, we may also notify you directly by email.
Contact Us
We care about your privacy. Please contact us if you have any questions or comments about our privacy policies and procedures. We welcome your feedback.
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Company |
Oneloop Pty Ltd |
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ABN |
77 646 633 285 |
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Address |
63 Foveaux St, Surry Hills NSW 2010 |
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Phone |
0410 660 796 |
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info@oneloop.com.au |
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Website |
www.oneloopenergy.com.au |
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Oneloop Pty Ltd | ABN 77 646 633 285 | 63 Foveaux St, Surry Hills NSW 2010 | 0410 660 796 | info@oneloop.com.au Version date: April 2025 |