Privacy Policy

Your information is being collected by Origin Energy Retail Limited (ABN 22 078 868 435), trading as National Response Centre (NRC) (us or we). 
We respect your rights to privacy under the Privacy Act 1988 (Cth) and we are committed to complying with the Privacy Act’s requirements for collecting and managing your personal information.
 

Depending on the type of contact you have with us, we may collect and hold a range of different kinds of personal information about you. This includes your name, address, telephone number, email address and information about the services provided to you. 
We may also collect sensitive information, such as your location data, driver fatigue event logs and life support registration information. 

Directly from you: Unless it is unreasonable or impracticable to do so, we try to collect your personal information directly from you. 

From third parties: We may also collect personal information about you from third parties, but we will take reasonable steps to ensure that you have been made aware of the matters disclosed below.
 

We may collect, use and disclose your personal information for a range of different purposes including:

• to respond to your query and provide assistance to you. This may involve providing call centre services to receive your request for assistance, dispatch services for responses to emergency and non-urgent faults that you report and the co-ordination of a response to your request for assistance;
• to respond to any complaint you make to us;
• to answer your enquiries and provide any information or documents you ask for;
• to update our records and keep your contact details up to date; and
• for administrative, planning, product or service development, quality control and research purposes relating to our products and services.
   

If you choose not to provide your personal information to us, we may not be able to answer your query or respond to your request for assistance in a timely manner.
 

We may disclose your personal information to third parties in the conduct of our business and for the purpose of their work. 
Third parties include: 

• field maintenance contractors;
• call centre providers;
• your energy retailer;
• companies that manage the distribution of your energy and other service providers;
• government and regulatory authorities (where required or authorised by law);
• our service providers such as information technology suppliers, mailing and logistics providers and our professional advisors such as accountants, auditors and lawyers. 
   

Securing your information: We store information in different ways, including in hardcopy and electronic form. 
Our security safeguards include:

• technical solutions, security controls and internal processes to help us protect your information from misuse, interference, loss or unauthorised access, modification or disclosure;
• confidentiality requirements for employees and contractors;
• document storage security policies, systems and site access restrictions; and
• website security systems, including firewalls and data encryption on our websites.
   

We may disclose your personal information to our third-party service provider located in India. If your personal information will be disclosed to other overseas recipients in the future, we will update this policy. 

Ensuring your information is correct: We rely on the personal information we receive in the conduct of 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 email or post 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 a request. 

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. You may also ask us to notify a third party of that correction. We will take reasonable steps to do so. 

Submitting an access or correction request: You may request access using the contact details in section 9.
 

It’s important to us to get things right. 

Contact us: If you believe that your privacy has been breached or you have a complaint about our handling of your personal information, please contact us using the details in section 9. We will investigate your complaint and provide you with a response.

Internal review: If you are not satisfied with our response, you may request an internal review by our Privacy Officer. Email us at privacy@natresponse.com.au, mentioning NRC in the subject line.  

External review: If you are not satisfied with our response, then you may lodge a formal complaint with the Office of the Australian Information Commissioner. You can contact the OAIC by:

Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: oaic.gov.au
Mail:  Office of the Australian Information Commissioner, GPO Box 5288, Sydney NSW 2001.
 

If you want to contact us about our Privacy Policy or need to make a request to access or correct your personal information, just get in touch. 

• Call us on 1300 630 117
•  Email us at privacy@natresponse.com.au
   

You can email us at privacy@natresponse.com.au if you have any feedback about this policy. We will consider it in our next policy review. 

When we change this Policy, we update it on our website. Visit our website regularly to review our Policy for changes. 

This Policy was last reviewed and updated in March 2025.

This Policy is effective from March 2025.