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
Introduced by the Federal Government, the Consumer
Data Right (CDR) is
an opt-in data sharing service that started in the energy sector in
November 2022. This service allows you to share and access their data with CDR
accredited parties, with the intention to enhance competition. As a Kogan
Energy customer, you have access to CDR because Powershop is a designated ‘data
holder’ under the CDR.
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).
3
About
this Policy
This Policy describes your
rights as an eligible customer under the CDR legislation and explains how:
•
your consent for sharing
CDR data will be gained and withdrawn;
•
requested CDR data will be provided;
•
your CDR data will be
shared with Accredited Data Recipients (ADRs);
•
your requests to access,
correct or update your CDR data will be actioned;
•
you can make a complaint
about how your CDR data is being handled; and
•
you can access information about
your rights in relation to CDR services.
The most recent version of this Policy is available on
our website. Alternatively, 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 may request from us 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 legislation (‘required consumer data’).
We are not
currently accepting requests for voluntary consumer or product data.
Where we have
any 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 consent
requirements in place to ensure your privacy and security.
If you choose to share your
CDR data with an accredited data recipient, you will need to provide them your
consent to collect your CDR data. They will then redirect you to us so we 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.
You will then be asked to
confirm a few things, such as:
•
who you’d like your data to
be shared with (e.g. the accredited data recipient);
•
which account CDR data
you’d like to share (if you have more than one),
•
what information you’d like
to be shared; and
•
how long they’ll have
access to your CDR data for.
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 they
fulfill the following requirements:
·
The person providing
consent on behalf of the small business must be registered as an authorised contact person on the organisation’s
energy account.
·
The consent provider’s
status must be confirmed as a nominated representative.
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 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
Your CDR data will only be
shared with your nominated authorised data recipient
and 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 your
request to share CDR data with an accredited data recipient may be refused. These
include the following:
•
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;
•
when 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
•
when there is a requirement
to do so in accordance with any relevant CDR laws and data standards.
If your request to share some
or all of your CDR data has been refused, the relevant
accredited data recipient 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 assist you with correcting 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, we will take the following steps to ensure that it also can
be corrected.
Correction
required to metering data (usage data) or NMI (national meter identifier)
standing data
–a correction request will be submitted to AEMO with the details that you have
provided.
Correction
required to DER register data – unfortunately this information cannot be
updated directly, but we will assist you with information for how to get in
touch with your distributor to request them to update the incorrect 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 Powershop’s
Privacy Policy available at (https://www.powershop.com.au/privacy-policy/).
7
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/).
8
Consumer
complaints process
8.1
How
to make a complaint
If you wish to make a
complaint, we encourage you to give us a call on 300 005 123 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)
8.2
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.
8.3
Further
complaint options
If 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
9
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 31/10/2023.
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