Privacy Policy

Your personal information is collected by Ten Ants Connect Pty Ltd (ABN 39 654 808 018) or one of its affiliates (together, we or us)
1. Personal information about you that we collect
As a customer or prospective customer, we collect and hold your personal information. This may include your name, current and previous addresses, date of birth, telephone number, email address, bank account details, credit card details, proof of identity, concession or discount entitlements, information about the services provided to you and other information where required by law. This is not an exhaustive list.
In some circumstances we collect and hold sensitive information about you, for example, if life support equipment is used at your supply address.
We may also collect and hold the details of other interactions that you have with us, together with any other information that you choose to give us.
If you provide us with personal information about another person, such as an additional account holder or a family member, you must tell that person about this Privacy Policy.
2. How we collect your personal information
We may collect your personal information in a number of ways, including:
- directly from you (unless it is unreasonable or impracticable to do so);
- from third parties including additional account holders on your account, any authorised representative you nominate, agents or third parties with whom we have business relationships and publicly available sources of information, such as address validation software and telephone directories; and
- for prospective customers, from third parties (some of whom may be our agents) who have identified you as someone who may wish to receive offers about our products and services.
3. The purposes for which we collect your personal information
  • We collect your personal information for a range of purposes including:
    • to forward your details to third party retail connection/service providers;
    • to provide our products and services to you, or to provide you with a quote or offer for our products and services, including to follow up if we do not hear from you;
    • to communicate with you about your account, including for our partners to issue bills and seek payment;
    • if you want to set up a direct debit facility to pay your bills;
    • to respond to any complaint you make to us;
    • to answer your enquiries and provide any information or documents you ask for;
    • for administrative, planning, product or service development, quality control and research purposes relating to our products and services;
    • to update our records and keep your contact details up to date;
    • for marketing purposes where we have your express or implied consent to contact you using one or more types of personal information that we hold about you or where we are permitted by law to contact you.
    to forward your details to 3rd party retail connection/service providers.
    If you choose not to provide your personal information to us, we may not be able to answer your query or provide our products and services to you.
If you choose not to provide your personal information to us, we may not be able to answer your query or provide energy and other products and services to you.
4. When we may disclose your information to third parties
We may disclose your personal information to third parties in the conduct of our business or that we engage, or who engage us, for the purposes of their work.

Third parties we may disclose your personal information to include:
• retail service providers such as energy, telecommunications and water companies and retail service specific distributors;
• moving services such as removalists and cleaners;
• government and regulatory authorities (where required or authorised by law); and
• our service providers such as information technology suppliers, marketing and advertising agencies and contractors, mailing and logistics providers and our professional advisors such as accountants, auditors, and lawyers.

5. Holding your personal information overseas
We may hold personal information about you in, or may disclose this information to, third party service providers located overseas. Your personal information will most likely be held in Japan, the United States of America, Canada, Singapore, Philippines, India, Netherlands, Malaysia, the United Kingdom and Hong Kong. If your personal information is held in other overseas countries in the future, we will update this privacy policy.
6. How we keep your personal information secure
We store information in different ways, including in hardcopy and electronic form. Our security safeguards include:
• technical solutions, security controls and internal processes to help us protect your information from misuse, interference, loss or unauthorised access, modification or disclosure;
• confidentiality requirements for employees and contractors;
• document storage security policies, systems and site access restrictions; and
• website security systems, including firewalls and data encryption on our website
personal information.

7. Our website
Your protection: Our Privacy Policy applies to use of our websites and to any personal information you provide via our website.

Information we collect: We may collect information from our websites that is not personal information, because it does not reveal your identity. We may use or disclose that information to try to locate a person where we believe unlawful or inappropriate activity has occurred in connection with our website, or when required or authorised by law.

How we use cookies: We or a third party engaged by us may send a “cookie” to recognise your computer and greet you each time you visit any of our websites. The cookies are used to:
• review traffic patterns on our website;
• advertise and target our products and services on a website; and
• review customer interest in our online advertising.

How to opt out of receiving cookies: If you do not wish to receive cookies or publicly available advertising identifiers provided by operating systems like iOS and Android, you can set your browser or device to opt-out.

Why we log trends: We may log IP addresses to review trends, manage our websites, track users’ movements and gather broad information on users.

8. How to access and correct your personal information
We take reasonable steps to make sure that the personal information we collect, use and disclose about you is correct, complete and relevant for the purpose for which we collect it.

Providing access to your information: when you request information we hold about you, we will try to provide you with a way to access it. Subject to exceptions permitted by law, we will provide access within a reasonable time.

Correcting your information: if you believe that any personal information we hold about you is not correct, out-of-date, incomplete, or misleading, then you may ask us to correct it using the contact details in section 9.

9. How to make a complaint
Contact us: If you believe that your privacy has been breached or you have a complaint about our handling of your personal information, please contact us on 1800 015 699. We will investigate your complaint and provide you with a response.

Contact a dispute resolution provider: If you are not satisfied with our response, then you may lodge a formal complaint with the Office of the Australian Information Commissioner (

Any questions: If you have any questions about this Privacy Policy or how we handle your personal information, please contact us at

Any concerns: If you feel your complaint or question is not being handled appropriately, please contact our Operations Manager:
Attn: Operations Manager
Ten Ants Connect
GPO Box 186