INTRODUCTION

Easy Being Green is an Australian company that exists to make it easy for individuals, businesses and communities to cut their CO2 emissions, thus actively engaging them in solutions to climate change.

MANAGEMENT OF PRIVATE INFORMATION

Easy Being Green respects the privacy of its stakeholders and customers. As a company, we are committed to protecting privacy and ensuring the security of personal information maintained by the organisation.

We endorse the National Privacy Principles (NPPs) and accept that the Privacy Act 1988 and the NPPs apply to our operations. Accordingly, we have adopted them in the management of personal information. This Privacy Policy sets out the policy adopted by Easy Being Green in all elements of its dealings with customer personal information.

Why do we receive information?

As part of our business, Easy Being Green requests and receives information that enables us to provide services to our customers to reduce household energy and water consumption. Easy Being Green also requests and receives information to be used for referral of our customers to Jackgreen.

Our business is to facilitate a process in which households are presented with options and are able to make and take up choices about reducing their energy and water consumption. We are also committed to promoting better energy and water efficient practices to reduce energy and water consumption through-out the community.

What is personal information?

Personal information is defined in section 3 of the Privacy Act and means information or an opinion whether true or not and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion.

The services for which we collect personal information

As part of our business there are several key transactions that require our customers to provide us with information of a personal nature. These are:

Climate Saver Pack

• Personal information collected - to supply a Climate Saver Pack we need obtain information that includes the name, address, phone number and email address of the householder requesting the Climate Saver Pack.
• Purpose - the purpose of receiving this information is to comply with the terms and conditions of the NSW Greenhouse Gas Abatement Scheme and the Greenhouse Friendly Scheme. The personal information is required in order to verify the energy saving exchange under the schemes.
• Use - we retain that information so that regulators are able to verify and / or audit our transaction.
• Home Assessment/Installation Services
• Personal information collected – if we are providing a household assessment/installation service we will need the name, address and contact details of a member of the household.
• Purpose - the purpose of receiving this information is to enable the home assessment / installation service to occur. We may also obtain information in relation to the energy and water consumption of the household, the household layout and design.
• Use - The collection and use of this information is critical for Easy Being Green to provide customers with a service. If customers do not wish to provide all the information requested, we might not be able to provide all aspects of our service.

Compliance with Privacy Laws

We only disclose personal information in accordance with the Privacy Act and NPPs. We collect and disclose only that information which is reasonably necessary to provide our customers with the service they have requested.

In circumstances where we collect and/or disclose personal information for any other secondary purpose, that is a purpose that is not directly related to the service or product we are providing, then, as required by the Privacy Act we will only do so with the consent of our customers.

The following is an overview of how we use information from our customers:

• Agreed services - Once the customer has decided to proceed with a product or service, personal information will be collected and used only for the purpose specified.
• Customer Service - We value all our existing customers and we will generally make follow up contact with the customer to find out how the product purchased is working and whether you are interested in other offers for energy and water efficient products and services.
• Update Customer Information - Easy Being Green aims to provide customers with regular updates on service and product information that we intend to communicate via direct marketing. We do not wish to communicate with customers unless they want to receive information, so all of our direct marketing activities will have an 'opt out' option which customers can action at any time and we will honour a request to be removed from our direct marketing list.
• New Customer Products and Services - Easy Being Green may make contact with its customers (unless they choose not to be contacted) regarding further offers for energy and water efficient products and services or products offered by Jackgreen.
• De-identified information for research - By maintaining information collected during the provision of services and products, Easy Being Green will in the future be able to undertake appropriate analysis of energy and water consumption practices of its customers and to provide other bodies, including government agencies with the benefit of the Easy Being Green learning on energy and water consumption. However, all information that is aggregated and used for research and other beneficial purposes is de-identified (meaning the data does not include any personal information or any information that would enable a person to be identified). It will be compiled so as to provide useful data about the profile of water and energy consumption of its customers.
• Disclosure required by law - We reserve the right to disclose personal information if we are required or authorised by law to do so.

No Disclosure to Third Parties

We do not disclose personal information to third parties without the express authorisation of the individuals affected.

We are committed to ensuring that any personal information that is provided to us by our customers is protected, is confidential and remains secure.

Data Quality

Easy Being Green seeks to ensure that at the time it collects or uses (as in accordance with the law and this policy) that the data used is accurate, complete and up to date for the purpose.

Security of information

All our data is stored in written and/or electronic format. We have in place physical, electronic and procedural safeguards to protect personal information. We restrict access to personal information to those employees and contractors who need to know that information to deliver the Easy Being Green services and products effectively. Our employee and commercial contracts all contain appropriate privacy provisions binding our employees, agents and contractors to the Privacy Act and the Easy Being Green privacy policy.

Access and Correction

All Easy Being Green customers are able to obtain a statement about what personal information we hold in relation to them, on receipt of a written request and appropriate verification.

We undertake to correct any information that is not accurate. If we deny a customer access to information or do not comply with a request we will provide a written statement setting out our reasons for not providing access to or correcting information.

GUIDE TO CUSTOMER FEEDBACK

Easy Being Green deals with any feedback it receives, including complaints. At Easy Being Green we are committed to ensure that all feedback is received openly and that any complaint is dealt with fairly and quickly.

Easy Being Green values feedback as it is important to ensure that we provide customer satisfaction. If you consider that your feedback amounts to a complaint, please follow the Complaints Handling Process outlined in this booklet.

Easy Being Green aims to continually develop and improve our products and processes, we encourage our customers to provide us feedback. Easy Being Green recognises that your feedback may take one of the following forms:

Compliment A written or verbal expression of customer satisfaction about an action, a proposed action or act by Easy Being Green.
Suggestion Written or verbal request in relation to current services or products or for additional services or products not currently offered by Easy Being Green.
Enquiry Written or verbal request for advice, assistance, clarification, explanation, information or referral.
Complaint Written or verbal expression of customer dissatisfaction about an action, a proposed action or a failure to act by Easy Being Green.

If you have any feedback, please contact Easy Being Green Energy.
Email: info@easybeinggreen.com.au
Mail: Level 5, 52 William Street
East Sydney NSW 2011
Telephone: 1300 789 324
Facsimile: (02) 8356 9755

COMPLAINTS HANDLING PROCESS

We do everything possible to ensure that your issues are addressed promptly. Where a complaint is made we intend to resolve the complaint immediately. If the complaint is not resolved, Easy Being Green will record this fact and the complaint will be allocated to the Manager responsible for the specific department. They will contact you to resolve the complaint.

Where a complaint is made we will acknowledge the receipt of the complaint within five business days and we will contact you to resolve the complaint as soon as possible.

Ideally Easy Being Green will respond to all complaints with proposed resolutions within 14 business days, recognising however that some complaints may take longer to consider and propose a resolution

Analysis and evaluation of complaints

All complaints will be classified and then analysed to identify systemic, recurring and single incident problems and trends and to help eliminate the underlying causes of complaints.

Management review of the complaints handling process

Easy Being Green management will review the complaint handling process on a regular basis in order:

• To ensure its continuing suitability, adequacy, effectiveness and efficiency
• To identify and address instances of nonconformity with health, safety, environmental, customer, regulatory and other legal requirements
• To identify and correct product deficiencies
• To identify and correct process deficiencies
• To assess opportunities for improvement and the need for changes to the complaints handling process and products offered
• To evaluate potential changes to the complaints handling policy and objectives.