Kogan Energy CDR Policy
1
About
us
In this policy, we use the terms ‘Kogan Energy’, ‘we’, ‘us’ and ‘our’ to refer to Powershop Australia Pty Ltd (‘Powershop’) as the energy retailer selling energy under the name Kogan Energy. Powershop is an energy retailer supplying energy to businesses and homes in Victoria, NSW, south-east Queensland and South Australia. We are part of Shell Energy Australia.
This Consumer Data Right Policy (‘Policy’) applies only to Kogan Energy. You can access Powershop’s CDR Policy here https://www.powershop.com.au/privacy-policy/cdr-policy.
2
Overview
of Consumer Data Right
The Consumer Data Right (CDR) allows you to safely share certain data that we hold about you with other businesses. It could help you to compare energy offers and find an offer that best meets your needs.
Powershop is a “designated data holder” under the CDR (a business that must share data if requested by you). With your consent, we can transfer your data to other accredited businesses, known as “accredited data recipients” (ADR), or their authorised representatives.
The CDR is regulated by the Australian Competition and Consumer Commission (ACCC), the Office of the Australian Information Commissioner (OAIC), and the Data Standards Body (DSB). The ACCC operates the software that ensure that data is transferred only between designated data holders and ADRs or their authorised representatives.
3
About
this Policy
This Policy describes your rights as an eligible customer under the CDR rules and explains:
•
the CDR data you can request from us and how we will be providing this to you;
•
how to give consent for us to share your CDR data with an ADR and how to withdraw that consentprovided;
•
how we will share your CDR data with ADRs;);
•
how to request access to, or correction of, your CDR data;
•
data sharing by secondary users nominated by you; and
•
how to make a complaint about how your CDR data is being handled.
The most recent version of this Policy is available on our website. Alternatively, and you can ask us to send you a copy of the latest version free of charge, either electronically or a paper copy. If you require this policy to be provided in a different format, we ask that you contact us on one of the details below so that we can accommodate this request for you.
4
Data
available under the CDR
Under the CDR regime, you ask us for the following data sets:
·
Customer data, including –your name, contact details, supply address, business name, ABN
·
Account data, including your account number, date account was created, any unique identifiers associated with the account, product data, payment arrangements, concessions and rebates information
·
Invoice and Billing data – bill information, payment information
·
Australian Energy Market Operator (AEMO) data – this is data that we will collect from AEMO on your behalf, which includes metering data (usage data), National Meter Identifier (NMI) standing data, and distributed energy resources (DER) data (i.e. solar)
We do not charge a fee for sharing your CDR data.
We’ll only share data as required under the CDR rules (required consumer data).
We may have limitations on the data that we can share, please see our CDR FAQ’s page here for more details.
5
Managing your consent to share CDR data
5.1
Providing
consent
There are strict requirements in place to ensure the protection of your privacy and security.
If you choose to direct us to share your CDR data with an ADR, you will need to give them your consent to collect your CDR data. They will then redirect you to Kogan Energy so Kogan Energy can verify your identity and process your request. This will include providing you with a One Time Password to your email so you can authenticate your identity.
We will then ask you to confirm a few things, such as:
•
who you’d like your data to be shared with (ie, the ADR);
•
which account the CDR data will come from (if you have more than one account);
•
what data you’d like to be shared; and
•
how long the ADR will have access to your CDR data.
CDR
consumer eligibility – residential customers
As a residential customer, to consent to sharing your CDR data, you’ll need to be an account holder and at least 18 years old.
CDR
consumer eligibility – small business customers
Small business customers can grant consent for sharing CDR data if:
·
the person providing consent on behalf of the small business is registered as an authorised contact person on the business energy account; and
·
we can confirm that the consent provider is an authorised contact who has the authority to share CDR data for the business.
To complete the consent process, please get in touch with us by sending an email to info@koganenergy.com.au or by calling us at 1300 005 123.
5.2
Managing
your consent
You can manage your CDR data consents at any time, either through the CDR consumer dashboard https://dashboard.cdr.koganenergy.com.au/ or by contacting us. This includes:
·
managing existing data sharing arrangements (consents); and
·
stopping data sharing (withdrawing consents).
6
Sharing,
accessing, and correcting your CDR data
6.1
Sharing
your CDR data
When your
CDR data will be shared
We will only share your CDR data with your nominated ADR on the frequency you have agreed to. This may be a one-off authorisation to disclose data, or an ongoing sharing arrangement over a defined period of time.
When your request to
share your CDR data may be refused
There may be times when we refuse your request to share CDR data with an ADR, including when:
•
this is necessary to prevent physical or financial harm or abuse (i.e. family and domestic violence);
•
the data relates to an account that is suspended or blocked;
•
there are reasonable grounds to believe that disclosure of some or all of that data would adversely impact the security, integrity or stability of relevant CDR systems; or
•
there is a requirement to do so in accordance with any relevant CDR rules and data standards.
If your request to share some or all of your CDR data has been refused, the relevant ADR will be notified.
6.2
How
to access your CDR data
You can ask us for a copy of what CDR data you have authorised to be shared with an accredited data recipient. You can also view any CDR data you have previously asked to share using your CDR dashboard. You can access your CDR dashboard through the link we provide you.
From your CDR dashboard, you will be able to:
· review any existing CDR requests;
· amend or stop any data sharing arrangements, including consents; and
· remove your account from a data sharing arrangement.
You may have additional rights to access your CDR data that is also personal information. You can find more information on how to exercise these rights in Powershop’s Privacy Policy which covers you as a Kogan Energy customer, available at https://www.powershop.com.au/privacy-policy/).
6.3
How
to correct your CDR data
If you find any of your CDR data is incorrect, you can contact us to request correction of the data. We will
· acknowledge your request in writing as soon as practicable;
·
notify you in writing within 10 business days to let you know if we have:
(i)
corrected
your CDR data;
(ii)
included a
statement with your CDR data that we found it accurate, up to date, complete
and not misleading; or
(iii)
considered the correction unnecessary or inappropriate
(with reasons).
You will not be charged a fee for this.
Where the data you request to be corrected was originally provided by AEMO (ie, metering data (usage data) or NMI standing data) we will submit a correction request to AEMO with the details that you have provided.
Where you request correction to DER register data, we will give you information on how to get in touch with your distributor to request correction of the data.
If incorrect CDR data about you has been shared with
an accredited data recipient, you will be informed in writing within 5 business
days. When the data has been corrected, the corrected data will be shared the
next time your data recipient requests it.
You may have additional rights to correct your CDR data that is also personal information, which we hold. You can find more information about how to exercise these rights in our Privacy Policy available at https://www.powershop.com.au/privacy-policy/.
7
Secondary User Data Sharing
In this section, we outline the provisions related to secondary user data sharing under CDR rules. As a designated data holder, Kogan Energy facilitates data sharing between account holders and authorized secondary users.
7.1
Data that a Secondary User can share
A secondary user is someone who you, as the energy account holder, nominate. A secondary user can authorise data sharing from your account. If you have nominated an “Authorised Person” for your energy account, they will be a secondary user who can authorise data sharing from your account. An Authorised Person is not a joint account holder and doesn’t need to be a secondary account holder.
Note that a person or entity with legal authority to act on your account (like a Power of Attorney, State Trustee, Guardian or Administrator) is not considered a secondary user. They will have the same CDR data sharing rights as you.
7.2
Eligibility and Consent
Secondary users must be at least 18 years of age. You, as the account holder, must nominate an Authorised Person for your energy account before we will treat them as a secondary user for CDR purposes.
7.3
Data that a Secondary User can share
A secondary user may consent to our disclosure of the following data sets to an ADR:
· Account data, including your account number, date account was created, any unique identifiers associated with the account, product data, payment arrangements, concessions and rebates information
· Invoice and billing data – bill information, payment information
· AEMO data – this is data that we will collect from AEMO on your behalf, which includes metering data (usage data), NMI standing data, and DER register data (i.e. solar)
7.4
What controls do you have as an account holder over a secondary user?
A secondary user cannot share your personal information, like your name, contact details, or other personally identifiable information.
8
Personal information
If your CDR data is also personal information (information which can reasonably identify you), additional protections may apply. For more information about how Powershop collects, uses and manages your personal information, see Powershop’s Privacy Policy available at (https://www.powershop.com.au/privacy-policy/).
9
Consumer complaints process
9.1
How to make a complaint
If you wish to make a complaint, we encourage you to give us a call on 1300 005 123 between 8am and 7pm, Monday to Friday and speak to a Customer Service Representative in the first instance. We train all of our representatives to be open, impartial and intuitive.
If you are dissatisfied
with our initial response, you are able to escalate
your query to a complaint using one of the following methods:
|
Phone: |
1300 005 123 |
|
|
between 8am and 7pm,
Monday to Friday. |
|
|
You can request at
any time to speak with a Team Leader. |
|
Email: |
complaints@koganenergy.com.au
(Subject: CDR Complaint) |
|
Post: |
Contact Centre
Manager, Kogan Energy, GPO Box 1639, Melbourne 3001 |
|
Fax: |
1800 881 158 |
We will require some information to assist us with
your complaint, such as:
· Name
and best contact details
· The
concerns that you wish us to investigate and address
· Any
other information that you think will assist us (i.e
– supporting documentation)
9.2
How
your complaint will be dealt with?
When you make a complaint to us, we will respond within two business days to confirm receipt of your complaint. At this stage, your complaint will be logged in our customer management system and you will be assigned a complaint manager to oversee the process.
Within five business days of receipt of your complaint we will contact you by either email or phone to discuss your issue. We aim to resolve your complaint within this first contact, but we acknowledge that some complaints cannot be resolved straightaway. If we require further time to investigate, then your complaint manager will be in touch at least once a week to provide an update. You are welcome to contact your complaint manager at any time to inquire if there is an update.
We aim to provide a fair and reasonable resolution to all complaints within 20 business days of receipt. If you are not satisfied with the resolution that we offer, you are welcome to request that your complaint be escalated to a higher level within the organisation. This higher-level representative will review your complaint and be in touch with you within 5 business days of any such request.
9.3
Further
complaint options
If you are
not satisfied with the response you received in relation to your comIf you are not satisfied with the response you received in relation to your complaint, you have the right to refer your complaint to the Energy & Water Ombudsman in your state. The Ombudsman provides a free and independent dispute resolution service.
You can find the details of the Energy & Water Ombudsman in your state below.
New South Wales
Reply Paid 86550,
Sydney South, NSW, 1234 www.ewon.com.au
complaints@ewon.com.au
Free Phone: 1800 246 545 Free Fax: 1800 812 291
Interpreter: 131 450
NRS: 133 677
Queensland
PO Box 3640, South
Brisbane BC, QLD, 4101 www.ewoq.com.au
Email:
complaints@ewoq.com.au or info@ewoq.com.au Free Phone: 1800 662 837
Fax: (07) 3087 9477
Interpreter: 131 450
Victoria
Reply Paid 469,
Melbourne, VIC, 8060 www.ewov.com.au
Free Phone: 1800 500
509 Free Fax: 1800 500 549 Interpreter: 131 450 NRS: 133 677
South Australia
GPO Box 2947, Adelaide,
SA, 5001 www.ewosa.com.au
Free Phone: 1800 665
565
Interpreter: 131 450
NRS: 133 677
Where you
have any other concerns, you may also raise these with the Office of the
Australian Information Commissioner (OAIC).
The OAIC acts as an impartial third party when investigating and resolving a
complaint in relation to the handling of your CDR data.
You can contact the OAIC on:
Office of the
Australian Information Commissioner GPO Box 5218, Sydney, NSW 2001
Email: enquiries@oaic.gov.au
Website: oaic.gov.au
Phone: 1300 363 992
10
Updates
to this policy
We will review this Policy every 12 months, or as and when required by changes made to the CDR regime.
We
may update this CDR policy at any time by publishing a new version of the CDR
policy to our website. We encourage you to periodically visit https://www.koganenergy.com.au/cdr-policy for
the latest information on our CDR practices.
Last updated on 26/04/2024. V0.6.
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