MyConnect Privacy Policy

The privacy of your personal information is a priority for us at MyConnect (ABN 65 627 003 605). We respect your rights to privacy under the Privacy Act 1988 (Privacy Act) and we are committed to complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) requirements for collecting and managing your personal information.

The purposes for which we collect your information

We collect, hold, use and disclose personal information so that we can:

  • provide you with our services and products;
  • assess your eligibility for the products and services that you’re interested in
  • verify your identity and manage any enquiries or complaints you have after you’ve used our services or purchased a product through us;
  • let you know about other products, services or promotional offers that we think may be of interest to you;
  • ensure we comply with the requirements of our partners and providers;
  • maintain and improve our customer service by monitoring our service for quality control, quality and training purposes;
  • meet our regulatory and legal obligations.

When we disclose your information to or collect your information from 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. If third parties act on our behalf, we ask them to hold, use and disclose your personal information in accordance with the Privacy Act.

These third parties include information technology suppliers, meter reading and maintenance contractors, debt collection agencies, marketing and advertising agencies and contractors, mailing and logistics providers, our joint venture partners, entities for whom we act or provide functions, government and regulatory authorities (where required or authorised by law), and our professional advisers (such as accountants, auditors and lawyers).

These third parties may provide us with personal information they have collected from you in the course of providing relevant products or services. We may also disclose your personal information to third parties to whom our third parties assign your debt.

How we hold and keep secure your information

Securing your information

We store information in different ways, including in hard copy and electronic form. Our security safeguards include:

Technical Solutions

  • Encryption: Implemented state-of-the-art encryption methods for data at
    rest and in transit to ensure that information is readable only by
    authorised personnel.
  • Access Control: Stringent access controls, including role-based access,
    to ensure that only authorised employees have access to sensitive data.
  • Firewalls and Intrusion Detection Systems: Firewalls and intrusion
    detection systems to monitor and block malicious traffic and activities.
  • Secure Coding Practices: Adherence to secure coding practices to
    prevent common vulnerabilities such as SQL injection, cross-site
    scripting (XSS), and cross-site request forgery (CSRF) in our

Security Controls:

  • On Shore Customer Data: Australian data capture, storage, and
    maintenance including data cleaning and data unification processes.
    Regular Security Audits: Regular security audits and assessments to
    identify and mitigate potential vulnerabilities within our systems and
  • Data Anonymization and Masking: Data anonymization and masking techniques to protect sensitive information in development and testing environments.
  • Incident Response Plan: Incident response plan that is regularly
    updated and tested to ensure quick and effective responses to security
  • Two-Factor Authentication: Two-factor authentication for accessing
    internal systems to add an extra layer of security beyond just

Internal Processes

  • Employee Training: Regular training sessions for employees on data
    protection and cyber security best practices to foster a culture of
    security awareness.
  • Data Processing and Handling Policies: Strict data processing and
    handling policies that comply with relevant data protection laws and
  • Vendor Risk Management: Rigorous assessment and monitoring of
    third-party vendors who have access to our data to ensure they meet
    our security standards.
  • Continuous Improvement: Commitment to a process of continuous
    improvement in our security posture by staying informed about the latest
    security threats and updating our practices accordingly.

How to access and correct your personal information

Ensuring your information is correct

We rely on the personal information that we receive to conduct our business. We take reasonable steps to make sure the personal information we collect, use and disclose about you is correct, complete and relevant for the purpose for which we collect it.

Providing you with access to your information

When you request information we hold about you, we will try to provide you with a way to access it. For example, we may make the information available at our offices, or we may post or email it to you. Subject to exceptions permitted by law, we will provide access within a reasonable time. We may charge a fee to cover our costs of
providing access, however we will not charge you a fee for making the request for access or for making any changes to your personal information. We may refuse to give you access to your personal information in line with the Privacy Act.

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 below. We will consider whether the information requires correction and notify you of our review. A 3 point ID check with the individual may be required for MyConnect to locate and correct records in our databases.

Marketing opt-out

If you want to opt out of marketing from MyConnect, you
can contact us: On 1300 854 478 or write to us at MyConnect, GPO Box 4778
Melbourne VIC 3001

Telling a third party about a correction

If we correct any personal information, you may ask us to notify a third party of that correction. We will take reasonable steps to do so.

How to make a complaint

Our Complaints Officer:

If you feel your complaint or question is not being handled appropriately,
please contact the following:

  • Post: Attn: The Complaints Officer
    GPO Box 4778
    Melbourne VIC 3001
  • Email:

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

  • Contact: 1300 393 992
  • Website:

Changes to our Privacy Policy

When we change our Privacy Policy, we update it on our website. Visit our
website regularly to review our Privacy Policy for changes. This Privacy Policy was last updated in April 2024.

  • Different format of this policy: If you wish to access this policy in a different
    format, please contact us using the email or postal address above.

Collection Statement

You can find out more about how MyConnect collects and handles personal
information in our Collection Statement.