What information we collect
The types of information we collect from you depends on how and why you have interacted with us.
As a customer of North East Water, you may be asked to provide us with the following personal information:
- Home and postal address
- Phone number
- Date of birth
- Email address
- Marital status
- Credit/debit card and other banking information
- Health information, such as a completed Life Support Concession and Machine Notification application form
- Centrelink Reference Number
We may also collect other personal information when you interact with us, such as:
- Your opinion
- Information specific to your interaction or experiences with North East Water (for example, if you are making a complaint)
- Your work and training experience if you apply for a job with us
- Recordings of yourself and others through CCTV footage.
In addition to the types of information listed above, if you tender for work as a contractor of North East Water, you may be asked to provide us with:
- Your driver’s license number
- Relevant licenses and certificates
- Your insurance details
- Relevant criminal history
- Your resume and copies of formal credentials.
As a customer of North East Water we may assign a unique ‘Consumer Number’ to your account. This unique identifier is created by North East Water and is necessary to enable us to efficiently carry out our water service functions under the Water Act 1989.
To enable North East Water to monitor, analyse and improve our digital services, our website uses Google Analytics. Google Analytics is a service which transmits digital traffic data to Google servers. Google Analytics does not identify individual users. North East Water uses reports provided by Google Analytics to help understand digital traffic and usage.
How we collect this information
We may request, collect and record the types of information listed above when:
- You are registering as a new customer, updating your customer details, paying a bill or requesting a service.
This can include information you provide, or another person provides on your behalf, by telephone; email; fax; in person; hardcopy form or letter; online forms; or through our e-billing online portal.
- You have an enquiry or complaint
The most common way for people to contact us with an enquiry or complaint is by telephone; email; hardcopy letter or in person by speaking to one of our staff, contractors or agents acting on behalf of North East Water.
- You are entering a North East Water competition
From time to time, North East Water holds competitions. Entry into each competition may vary and may include completing an online or hardcopy competition form.
- You are completing a North East Water survey
North East Water regularly conducts surveys based on recent use of our services or contact. We also conduct customer perception and customer engagement surveys every 2 years. Surveys are conducted to monitor, analyse and improve our services and customer experience. Customers are provided an opportunity to request to not participate in future surveys. North East Water collects customer opinions to improve delivery of water and wastewater services. North East Water receives all data collected and maintains it securely on site.
- You are visiting a North East Water site
North East Water operates CCTV cameras at our sites for security and safety purposes. Your image may be captured on CCTV footage if you are a visitor at one of our sites.
- You are using the North East Water website
As previously mentioned, North East Water uses Google Analytics to monitor the use of our website.
- You are applying for a job
This includes ‘cold calling’, where resumes/CVs/portfolios are submitted unsolicited. North East Water may also contact a third party for information about you (for example, your nominated referee).
- You are submitting a tender
The most common way that tender information is collected is through our e-tendering portal accessed through the North East Water website.
- You are engaging with us as a consultant
This includes situations where we have collected your information through a general procurement process and may include situations where you don’t have a contract with us.
- Your information appears on a form submitted to North East Water by a third party
This usually occurs if you provide a service at a property. For example, in your capacity as a plumber, your contact details may be provided to North East Water by the owner of the property.
- You participate in one of our community engagement or consultation groups
If you register for participation in one of our consultation groups (whether paid or not) you will be providing us with your contact details and opinions on services.
- You are one of our industry contacts
This may occur when we hold workshops or exercises involving industry groups such as teachers, plumbers or emergency services.
Why and how we use this information
North East Water only collects personal information from you when it is for a purpose related to the performance of our functions and activities under the Water Act 1989. This includes:
- Providing you with water, sewer, trade waste (industrial and commercial) and plumbing related services
- Providing you with information and educational materials about water use, water conservation matters and the activities of North East Water
- Promoting the sale of North East Water products and services
- Understanding your experience as a customer of North East Water so that we can improve our services.
North East Water will only use, and if necessary, disclose, your personal information for the main purpose for which it was collected, and any appropriate secondary purposes (as outlined in the PDP Act), such as where you have consented to the secondary use or disclosure or you would reasonably expect us to use or disclose the information.
To enable North East Water to perform its functions and activities under the Water Act 1989, we may need to make your information available to a third party. The main third parties that North East Water interacts with include contractors (such as plumbers employed to undertake repairs on our behalf), other State and Federal Government agencies and departments, agents acting on behalf of North East Water (such as debt collection agencies, lawyers or research company conducting surveys), other statutory authorities (such as other Water Corporations) and Google Analytics.
North East Water’s contractors are required to comply with the PDP Act. Where possible, North East Water will endeavour to ensure that other third parties follow similar standards and obligations to those required by North East Water under the PDP Act, and that they only use your information for the specific purpose and service they are providing to you or North East Water.
At times, North East Water may be legally required to disclose personal information, for instance to the police, courts or other authorised organisations.
North East Water aims to safeguard your information in compliance with its information security policies relating to technological, physical and electronic security. However, when using North East Water’s website customers should be aware that no data transmission over the internet can be guaranteed as totally secure. As such, North East Water cannot and will not guarantee the security of any or all information that is transmitted to North East Water using the internet.
If you have reason to believe that your interaction with us is no longer secure (for example, if you feel that your e-billing account has been compromised) please contact the North East Water Privacy Officer at firstname.lastname@example.org.
Please note some third party platforms that you might use to engage with us (for example, eNotices, FormStack and TendersOnline) are not under our control. If you have concerns about using these platforms, we encourage you to carefully consider their terms and conditions and other relevant policies.
Accessing, correcting and keeping your information
North East Water can only disclose a customer’s account information to the person listed as the current account holder on our database. The exception to this is where the current account holder has granted permission for a third party to access the account holder’s information.
To nominate a third party to have access to your account information or to access, update or correct your personal information, please contact the North East Water Privacy Officer at email@example.com.
For more information about privacy at North East Water, please contact our Privacy Officer.
Phone: 1300 361 622
Postal address: North East Water, PO Box 863, Wodonga VIC 3689