Privacy Policy

1. Introduction

This is the official Privacy Policy of Wesfarmers Kleenheat Gas Pty Ltd (referred to here as “Kleenheat”, “we”, “our”, “us”).

This policy explains how we collect, store, use and disclose personal information (including credit-related information) and also explains your rights to access and correct that information, or make a complaint about how we handle personal information.

Under the Privacy Act, “personal information” means information which identifies you as an individual or from which your identity can be reasonably ascertained (and regardless of the form of the information, and regardless of whether it is true or not). In this policy “credit-related information” means credit information, credit eligibility information (as those terms are defined in the Privacy Act), and similar information relating to credit worthiness. Credit-related information includes (but is not limited to) information regarding identification, information regarding your application with us, and credit reporting information that we obtain from credit reporting bodies or which we derive from such reporting information.

If we decide to change our Privacy Policy, we will post changes on this page.

In this policy a reference to “Related Companies” means companies in the Wesfarmers Group of companies including (but not limited to) Wesfarmers, Wesfarmers Chemicals Energy & Fertilisers, OneData, One Pass as well as other Wesfarmers companies who participate in Flybuys such as Kmart, Bunnings, Target, Officeworks.

2. What types of personal information do we collect?

We only collect personal information if it is necessary for one of our functions or activities. The types of personal information we collect will depend on the reason for collection. Generally, the information that we could collect about you includes:

• contact and identification information such as your name, email address, phone number, home, delivery or work address;
• demographic information like gender and date of birth/age;
• payment, bank account, credit and billing information;
• records of communications with us;
• details regarding participation in loyalty schemes, memberships/ subscriptions or rewards campaigns that we are part of from time to time (including Flybuys, RAC and OnePass);
• on occasion, passwords and driver’s licence number (for identity verification purposes);
• information about your use of gas or electricity, including usage and consumption data, delivery point or connection point information, and associated details;
• digital information that we collect based on your interaction with us and our websites and apps (see below for further information about how we use digital analytics and information);
• if you have indicated interest in our distributed energy resources initiatives (including through Kleenheat Spark), information such as household attributes (e.g. roof type, size, and solar installation), number of people in the household, energy usage patterns, product interests, type of power supply, and anticipated appliance purchases;
• from time to time, and with your consent and only where necessary:
  • information about your financial position to enable us to offer payment and financial hardship assistance, and information relating to circumstances of domestic violence where you choose to disclose this to Kleenheat;
  • information which is defined under the Privacy Act as ‘sensitive information’ from you. Sensitive information that we may collect from you includes health information (such as life support requirements and concessions information).

In addition, we collect personal information relating to:

• people involved in or through organisations that we support or sponsor;
• our agents, suppliers, installers and their employees. This information is collected for business-related purposes but contains some limited personal information of the contact details of the people that we deal with;
• people who correspond with us, including through our website, in which case we may keep a copy of that correspondence and relevant contact details;
• job applicants: employment and academic histories, the names of their referees and, in some cases, limited health information based on testing undertaken by or for us. We will collect this information directly, from organisations that provide recruitment related services to us, and from third parties who provide job applicants with professional or personal references.

Financial information that we collect (including through our website, telephone and email) is used by us to bill you for products and services. Any bank account and credit card numbers that are collected are used for the purpose of transaction approval and funds transfer, and are securely held.

We may not be able to provide our products or services, or make offers to you without your personal information. Sometimes, you can purchase goods from us without disclosing personal information, but in this situation we may not be able to provide you with the full range of services available.

3. How we collect and hold personal information

Kleenheat collects personal information in a variety of ways and in different situations. In particular, we collect personal information when:

• you sign up online or send us an email or letter;
• you interact with us on social media (including but not limited to Facebook, YouTube, Instagram, LinkedIn, or any other social media platforms we use) in a way that identifies you;
• you call our call centre.
• you enter a competition run by us;
• you complete a credit application; or
• you enter into a supply agreement or place an order for goods or services (whether through our websites or otherwise).

Where it is reasonable and practicable to do so, we collect your personal information directly from you when you correspond with us, register your details with us, enter into arrangements with us, or provide feedback to us.

Depending on the nature of our interaction with you, we may collect personal information from third parties – for instance, from service providers that assist customers in setting up or transferring gas accounts when moving home or from energy network distributors and market operators, who provide energy usage data and associated information, or from providers such as NearMaps that supply household attribute information linked to your address (for example roof type and size) to help us assess energy solutions, such as solar and battery suitability.

We will also, from time to time, collect personal information from our Related Companies, and from trusted third parties such as Flybuys (as described in ‘Our relationship with Flybuys’ section below), OnePass, credit insurers, credit reporting bodies or external bodies such as the Energy and Water Ombudsman’s Office and Services Australia or (where you consent), installers (including installers participating on our Kleenheat Spark platform), your accountants or professional advisers.

We hold personal information electronically and, in some cases, hard copy form, both at our own secure premises and with the assistance of our service providers. We take all reasonable steps to ensure that the personal information that we hold is protected from loss, misuse, or unauthorised access by ensuring that this information is held on secure servers in controlled facilities and that information stored within our computer systems can only be accessed by those entrusted with authority and computer network password sanctions.

4. Why we collect, hold and use personal information

We collect, hold and use personal information in connection with carrying on our business including to:

• provide, deliver, source, administer, improve and personalise products or services to you and to process transactions, applications, credit applications, credit checks and collect monies owing to us;
• administer your account;
• better understand and evaluate the needs of our customers;
• develop new products and services and tell you about changes to our products and services;
• facilitate the purchase and delivery of products and services through our Kleenheat Spark platform for third party providers;
• recommend distributed energy resources to you;
• provide and allow you access to Kleenheat’s customer self-service platform, MyAccount;
• conduct product and market research, personalise and improve our service and to provide offers that are of greater interest or benefit to you;
• undertake database compilation and management, data processing, data analysis and matching, market research or trend analysis (including with information obtained from our Related Companies and Flybuys) to better understand our customers’ preferences, personalise websites/apps and to offer products or provide services of greater interest to you (including products or services from third parties) or engage in direct marketing and targeted advertising;
• derive insights about you in order to better understand your preferences and interests, personalise your experience, enhance the products and services you receive, and to tell you about products and services that may be of interest to you (including from selected third parties). We may also use Related Companies, Flybuys and trusted service providers to undertake the process of creating these consumer insights;
• undertake and administer promotions, competitions, database compilation, analysis of trends and demographics and other marketing or promotional activities, including advertising through social media sites and third-party websites;
• send you marketing and direct marketing communications about our products and services (whether by phone, email, SMS or post), offers and opportunities (including competitions) that we believe may be of benefit to you or that you may be interested in (even if you are no longer purchasing goods or services from Kleenheat), unless you inform us that you do not wish to receive such direct marketing communications;
• communicate with customers and suppliers and to operate the customer service centre;
• source products for sale, transport products and ensure our suppliers comply with our sourcing policies;
• recruit and assess potential employees;
• maintain and update our records;
• enable third party service providers to provide us and our related companies with services such as information technology, credit checking and debt collection, marketing, auditing, legal advice, printing and mailing services;
• investigate feedback and complaints;
• correspond with people who have contacted us, and deal with feedback;
• where required or permitted by law, or where we think it is required as part of an investigation, on health or safety grounds.

When we request your information we may give more specific details about the way we use or disclose your information.

5. Why we disclose personal information

We do not disclose personal information to third parties unless we are permitted to do so by law or we have obtained consent to do so.

Third parties we may disclose personal information to include:

• our Flybuys Related Companies for them to use for the benefit of their own business in a manner consistent with the purposes set out in this policy. In some cases our Related Companies act as our agent/service provider. Our Related Companies and Flybuys may handle personal information in accordance with their own privacy policies;
• our third party service providers and professional advisors who provide services to us in connection with our business operations, including for:
  • IT services, audit services, legal advisors to enable them to provide services to us;
  • marketing, advertising, promotions and events;
  • data monitoring, analysis and matching activities, monitoring and analysing trends in customer preferences or transactions and for the improvement, personalisation, operation and maintenance of our websites, apps or other online services;
  • assisting us in investigating and preventing any potential, suspected or actual breaches of policy or law, fraudulent activities, loss prevention activities;
  • developing insights, and allowing us to better personalise our products and services for you;
  • displaying advertising or content (including personalised advertising) on or from third party platforms based on your personal information or preferences (e.g. on social media sites);
  • the digital analytics and marketing activities set out in this policy;
  • general advertising and marketing services;
  • transportation services;
  • credit reporting bodies, mercantile agents, and debt collectors.
• financial institutions;
• third parties to facilitate the provision of products and services to you including, in the case of natural gas supplies, to the operator, from time to time, of the natural gas pipeline infrastructure and distributor/transporter of the natural gas;
• installers or other third party sellers engaged by you or us to provide distributed energy resource services including through the Kleenheat Spark platform;
• regulatory, government or law enforcement agencies;
• other persons notified to you at the time the relevant personal information is collected.

We take steps to ensure that our service providers are obliged to protect the privacy and security of personal information and use it only for the purpose for which it is disclosed.

In special circumstances, for example, if we were to sell our business or part of our business, your information may be disclosed to potential purchasers and their advisers as part of that process.

The third parties to whom we disclose personal information may be located in Australia and other countries including the United States of America, the United Kingdom, European countries and the Asia Pacific region (including but not limited to Singapore, New Zealand, India and Japan). We may use cloud computing solutions or data storage located overseas in which case information (including your personal information) may be stored on computer servers located outside of Australia.

6. Digital Services and analytics

We may collect personal information about you when you use and access our digital services (i.e., websites, apps, or any of our chat functionalities) and trusted third parties (such as social media platforms and other third-party platforms). Like many website and app operators, we use digital service technologies like cookies (which are small data files transferred onto devices when a website or app is accessed), tags, pixels (which ‘tag’ devices), or other digital identifiers including those associated with tracking and advertising identifiers across these digital services, that help us:

• authenticate you;
• through third-party pixels (such as those from Meta and Google Ads) track the effectiveness of our advertising campaigns, enable remarketing to website/app visitors, and exclude audiences from seeing specific ads based on prior website visits. These pixels may collect information such as pages visited, actions taken (e.g. sign-ups), and device and browser details and are only used to assist in providing an effective service on our websites/apps and to improve the accuracy and relevance of our advertising. You cannot be identified from this information and it is only used to assist us in providing an effective service on our websites and to improve the accuracy and relevancy of our digital advertising;
• maintain your browsing session and remember you and your preferences when you return;
• monitor how you use our websites and apps, including the parts you visit and actions you take;
• combine information with Related Companies and selected third party suppliers;
• provide you with advertising, offers, and experiences that may interest you from us, our Related Companies and selected third party suppliers, both on our website and apps, and when you visit other websites and apps (such as social media and other third-party platforms);
• protect the security of our website, apps, and customers and manage our network usage;
• improve our website experience (including through collecting data on clicks, taps, and scrolling behaviour, and heatmaps and session recordings). Data collected through these tools is anonymised and used solely to enhance website usability and design;
•  allow you to interact with social media platforms, for example by ‘liking’ and sharing our content.

We use cookies to help us collect data, which may include personal information. We will handle that personal information in the ways set out in this Privacy Policy. The cookies we use include ‘session’ cookies (which are retained only during a current browsing session) and ‘persistent’ cookies (which are retained by your device or browser between sessions).

Some of the digital service technologies used on our website and apps are created or set for third parties who provide content or services to us. These third parties include social media and online platforms such as Meta (including Facebook and Instagram), Pinterest, Snapchat and Reddit, and digital marketing services, advertising networks, analytics providers and content providers. See below for further description of how we work with Google. We may use other third-party services in similar ways.

We also use website analytics tools such as Google Analytics to collect anonymised data about how visitors interact with our website and enable website personalisation and testing. This includes browsing information such as:

• pages visited;
• general geographic information (e.g. Country, state, city);
• device and browser information; and
• interactions such as sign-ups completed.

If you have a Google account and you enable it to associate your web and app browsing history with your Google account (and to use information from the account to personalise ads you see across the web) Google may use data from the Google account in accordance with the terms of use of that account (including enabling marketing to you across multiple devices that you use). Google users can control their advertising settings (or opt out of personalised ads altogether) at Google Account.

You can change your cookie settings on your web browser to block some cookies but, if you do, our website or app may not work as well for you. See allaboutcookies.org or youronlinechoices.com.au for more information on how to change your cookie settings for many common browsers, and to learn more about cookies generally.

Our site may contain links to other sites. We are not responsible for the privacy practices or policies of those sites and recommend that you review their privacy policies.

Our collection of personal or non-personal information through social media platforms is determined by your social media account privacy settings and the privacy policy of the social media platform operator. Your use of those social media platforms is governed by the terms of use applicable to the relevant platform.

7. Our relationship with Flybuys

As a participant in Flybuys we may collect from Flybuys and other Related Companies that are participants in Flybuys (and share and combine personal information with Flybuys and other Related Companies that are participants in Flybuys) the personal information of Flybuys members (including contact details, transaction information, interactions with Flybuys and insights from interactions with Flybuys and other Related Companies that are participants in Flybuys). We may use the personal information of Flybuys members for the purposes set out in this policy and in particular:

• to allow us to engage with them and provide more personalised and targeted advertising when they use our website/apps, social media and other platforms;
• to allow us to personalise the communications, marketing offers, customer surveys and trading updates that we send;
• to enable us to improve product offerings, service offerings, advertising and offers based on member shopping and browsing habits;
• to develop aggregated insights about the preferences of Flybuys members who shop with us;
• for data analytics including for insights and strategic and operational decision making;
• for product safety-related matters (including recalls);
• for other purposes where you have provided consent to Flybuys or us; and
• for other purposes described in Flybuys’ Privacy Policy.

We will also collect personal information about Flybuys members who are Kleenheat customers from those customers and from other sources set out in this policy. We may combine the personal information that we receive from Flybuys with other personal information we collect about the customer.

We may retain personal information about a customer who is a Flybuys member after they have ceased to be a Flybuys member (or after we have ceased to be a Flybuys participant) if we need to use the information for a reason set out above or any other lawful purpose.

8. Credit reporting and credit information privacy

The way in which we collect, hold, store and use credit-related information about you is similar to the ways in which we collect, hold, store and use other personal information. The types of credit-related information that we collect about you is detailed in sections 1 and 2 of this policy, in addition, (where you are a commercial customer or guarantor) we may sometimes seek information about assets that you hold and information about your business trading position and history. We will:

• either collect that information from you directly, or we will obtain it through third parties or the credit reporting system as set out in section 3 of this policy;
• use that information for several purposes, including establishing your account with us to enable us to provide you with goods and services and collect monies owing to us; and
• disclose that information for several purposes and to several people including legal advisors, print and mail houses, marketing research advisers, credit reporting bodies, mercantile agents debt collectors and (where you give your consent) people guaranteeing the payment of your account.

We participate in the credit reporting system. If you apply for credit with us, we may request a credit report about you from a credit reporting body. These credit reports contain information about you which assists us to assess your application, including information about your credit history with other credit providers.

Credit reporting bodies can provide credit providers with credit reports in certain circumstances, including when an individual makes an application for credit, or when a credit provider is seeking to help an individual avoid defaulting on their credit. Credit reports are designed to assist credit providers to accurately assess an individual’s ability to repay credit.

To request a credit report, we will provide information to the credit reporting body that identifies you, as well as information about your application – including the type and amount of credit you are applying for.

We will often combine the information obtained from a credit reporting body with information that we already hold about you. For example, when we assess your application for credit, we may combine the information you provide on your application with the information contained in your credit report obtained from a credit reporting body to calculate a rating or score. This will determine whether you qualify for the credit you are applying for.

Some information about the credit you hold with us may be disclosed to a credit reporting body so it can be included in your credit report and shared with other credit providers that request a report from that credit reporting body.

We note that:

• credit reporting bodies may include the information in reports provided to credit providers to assist them to assess your credit worthiness;
• if you believe (on reasonable grounds) that you have been, or are likely to be a victim of fraud, you have a right to request credit reporting bodies not to use or disclose your credit reports they hold about you.You can do this by contacting them directly. If you make such a request, a credit reporting body will not disclose information about you for 21 days. You can request an extension to this period if you believe you are still, or still likely to be, a victim of fraud;
• you may request that credit reporting bodies not use your credit reporting information for the purposes of pre-screening for direct marketing by a credit provider;
• the credit reporting body that we typically use is Equifax (contact details and privacy policy available at equifax.com.au).

9. Accessing and correcting your personal information, and complaints and questions

You can request access to your personal information held by us, or request that it be corrected, by contacting us at the address below. To ensure confidentiality, details of your personal information will be passed on to you only if we are satisfied that the information relates to you. A fee will not be charged for an access request, but you may be charged the reasonable expenses we incur (such as search and copying costs). If we refuse to provide you with access or correct the personal information held about you by us (in accordance with the Privacy Act), then we will provide reasons for such refusal.

If you have a question about our Privacy Policy or wish to make a complaint about the way we have collected, used, held or disclosed your personal information, please contact us at the address below. We may need to contact you for further details.

If you wish to make a formal complaint, please make your complaint in writing to our Privacy Officer. We will consider your complaint promptly and contact you to seek to resolve the matter. If we have not responded to you within a reasonable time or if your concerns are not resolved to your satisfaction, you are entitled under the Privacy Act to make a complaint to the Office of the Australian Information Commissioner. If you are in Western Australia, you can make a complaint to the Energy and Water Ombudsman Western Australia.

Contact:
Kleenheat Privacy Officer
Wesfarmers Kleenheat Gas Pty Ltd
Level 5, 11 Mounts Bay Road, Perth WA 6000
PO Box 8248, Perth WA 6849

Email: privacy@kleenheat.com.au
Telephone: 13 21 80

Office of the Australian Information Commissioner
Website: oaic.gov.au
Phone: 1300 363 992

Energy and Water Ombudsman Western Australia
PO Box Z5386 St Georges Terrace, Perth WA 6831
Phone: (08) 9220 7588 or 1800 754 004
Visit: energyandwater.ombudsman.wa.gov.au

Last updated: December 2025
Wesfarmers Kleenheat Gas Pty Ltd ABN 40 008 679 543