Privacy Policy

Last updated: September 2021

Australian Gas Networks Limited ACN 078 551 685 and its related bodies corporate (referred to as “Australian Gas Networks”, “we” and “us”) and the recognise that the privacy of your personal information is important to you and we are committed to protecting the privacy of any personal information we collect from you. Unless you give us your consent to do otherwise, we will only collect, use and disclose your personal information in accordance with this Privacy Policy.

Australian Gas Networks abides by the Australian Privacy Principles (“APPs”) under the Privacy Act 1988 (Cth) (“Privacy Act”). This Privacy Policy outlines how we will handle and manage your personal information that is collected by us from users of and any affiliated websites, web pages, mobile applications, social media pages or intranets operated by or on behalf of us (each, a “Site”) and by any other means (described in more detail below). You can obtain information about the APPs and your privacy rights at the website of the Office of the Australian Information Commissioner at

By using our Site(s) and services, or otherwise providing us with information, you consent to our collection, storage, use and disclosure of your personal information and other information as described in this Privacy Policy. If we are not able to collect, store, use and disclose information about you as set out in this Privacy Policy, we may not be able to provide you with certain information and functionality on the Sites, to provide services you have requested or to otherwise process any application or request by you.

What information do we collect?

We primarily collect personal information that is necessary for us to conduct our business. Our business includes the supply and promotion of products and services relating to natural gas. Personal information has the meaning given in the Privacy Act and includes any information that can be used to identify you such as:

  • Your name, occupation and contact details (address, telephone numbers and email address) and details of the relevant property address;
  • Information about your dealings with us or about our services;
  • Other personal information you may disclose to us when you contact us or request information from us, or which is contained in communications between you and us.

How do we collect and hold your personal information?

We usually collect personal information in the following ways:

Directly from you, via one of our Sites when you, for example:

  • submit an enquiry to us;
  • use a Site (including by means of a link to a site).

We may hold personal information in hard copy and electronic files.

If your personal information is no longer needed, Australian Gas Networks will take reasonable steps to destroy or permanently de-identify it.

Collection of information from our Sites

When using a Site, you may voluntarily disclose personal information to us. We may also automatically record details such as your internet address, domain name if applicable, and the date and time of your visit to our Site.

Our Site uses various technologies such as cookies, which may collect personal information. Cookies are pieces of data stored on your browser that record information on your use of the Site, such as details of your server and your browsing activity, and send the information to the server. We use these cookies and other technologies to monitor usage of the Sites. You may be able to change the settings of your browser so that cookies are not accepted generally or that you are provided with options to accept or reject them as they are sent to your browser. You might not be able to use the full functionality of the Sites by refusing the use of cookies.

We may combine information collected by means of cookies and similar technologies with personal information we have collected by other means. We may use this combined information to understand and measure your online experiences and to determine what products and services may be of interest to you. By accessing any of our Sites by using any link emailed to you, or where you have otherwise identified yourself, you consent to the collection of such information where it is personal information.

In addition to web server logs, we also use third party web analytics, reporting and statistics services, such as Google Analytics and Hotjar, to improve the performance and usability of a Site.

Google Analytics

Google Analytics uses cookies to analyse how you view and use a Site, for example, which pages you visit and how long you are on the Site. Information collected by the cookies (including your IP address) is transferred to and stored on Google’s servers in the United States. Google does not identify or associate your IP address with any other data held by Google.

By using a Site, you consent to the processing of data about you by Google in the manner described in Google’s Privacy Policy (available at and for the purposes set out above. You can opt out of Google Analytics if you disable or refuse the cookie or use the opt-out service provided by Google however you may not be able to access all the features of our Site to their full extent.


Hotjar uses a tracking code embedded on our Site(s) and cookies to collect non-personal information, including standard internet log information and details of the behaviour patterns of Site users upon visiting our Site(s). This information (including your IP address captured and stored in an anonymized format) is transferred to and stored on Hotjar’s servers in Ireland. Hotjar does not hold your personal information.

By using a Site, you consent to the processing of data about your interactions with our Site(s) in the manner described in Hotjar’s Privacy Policy (available at and for the purposes set out above. You can opt out of Hotjar if you disable or refuse the cookie or use the opt-out service provided by Hotjar (available at however you may not be able to access all of the features of our Site to their full extent.

Why do we collect personal information and what are the consequences of not providing us with the information requested?

Generally, we collect personal information about you:

  • to provide or improve our customer service by responding to your customer service requests and support needs more efficiently;
  • to communicate with you in writing, by e-mail, telephone or via the Sites.

Our ability to meet our obligations to you, your business or to process any application, request or query may be adversely affected if you do not give us the requested personal information, or if the information you give us is incomplete or inaccurate.

How do we use your personal information?

In general, the personal information we collect is used for the primary purposes for which it was collected, namely to provide and manage our products and services in the ordinary course of conducting our gas distribution business. We may also use personal information to:

  • manage our relationship with you and improve the services we provide;
  • provide you with information in relation to our business that you request;
  • send periodic emails, for example, to respond to questions and/or other requests; and
  • enhance and personalise your experience with us by, among other things, understanding how you use our Sites and services and the resources provided.

We may also use your personal information for a secondary purpose that is related to a purpose for which we collected it, where you would reasonably expect us to use your personal information for that secondary purpose.

Direct Marketing

Your personal information will not be used for direct marketing.

Automatically Collected Information

In general, we may also use information collected passively from your computer by technologies such as cookies to help improve our services and our Sites.

To whom do we disclose personal information?

We will only disclose personal information for the purpose for which it was collected or in the following circumstances:

  • to companies within the About Us page of this website who are responsible for managing the website in order to respond to a request for information;
  • to digital agencies who provide website hosting, website administration, analytical services to us;
  • where required or authorised by law or otherwise as permitted under the Privacy Act;
  • where you consent or have authorised the disclosure; and
  • in the event of a business transition such as a merger, acquisition by another company or sale of all or a portion of our assets, your personal information that we have collected may be sold or otherwise transferred. However, this will only happen if the party acquiring the information agrees to be bound by the terms of this Privacy Policy and the notice provided to you when the information was collected

Cross-border disclosure of personal information

Australian Gas Networks is unlikely to disclose your personal information to overseas recipients. Should Australian Gas Networks be required to disclose your personal information to overseas recipients, we will do so in accordance with this Privacy Policy and the Privacy Act.

How secure and accurate is your personal information?

We will take reasonable steps to ensure that all personal information we hold is:

  • accurate, relevant and not misleading;
  • stored in a secure environment; and
  • protected from misuse, interference and loss as well as unauthorised access, modification or disclosure.

These steps will include appropriate levels of security for our systems and providing training for our staff who have access to personal information. We use SSL technology on our websites and encrypt the data we store on them. In addition, we take reasonable steps to de-identify or securely destroy personal information that is no longer required by us.

We take these precautions in an effort to protect your personal information against security breaches. However, this is not a guarantee that such information may not be access, disclosed, altered or destroyed by a breach of such security controls. By using our Site and our services, you acknowledge that you understand and assume these risks.

How can you access and correct your personal information?

We seek to ensure that all personal information collected is accurate and complete. You have a right to access personal information we hold about you.

We will comply with any request to access your personal information except where the Privacy Act prevents it. There is no fee for making a request to access your personal information. You also have the right to ask us to correct information about you that is inaccurate, incomplete, out-of-date, irrelevant or misleading. If we refuse to correct your personal information as requested, we must:

  • Notify you in writing of the reasons for the refusal (unless it would be unreasonable to do so) and how to complain of the refusal; and
  • Upon request from you that we associate a statement that the information is inaccurate, incomplete, out-of-date, irrelevant or misleading, take such steps are as reasonable in the circumstances to associate such a statement so that it will be apparent to users of the information.

Links to other websites

The Sites may contain a link to third party websites. The links are provided for convenience only and we are not responsible for the content or material contained in, or obtained through, any third party website or for the privacy practices of the third party website. We suggest that you review the privacy policy of each website that you visit.

How can I contact Australian Gas Networks?

If you have any questions or complaints about how we handle your personal information, you can contact our Privacy Officer as follows:

Mail: Geoff Barton
PO Box 6468
E- mail:

We will consider and respond to any complaint notified to us within a reasonable time, usually 30 days. We will always endeavour to resolve any complaint to the satisfaction of both parties.

Australian Privacy Commissioner

If you are not satisfied with the way in which we handle your enquiry or complaint, you can contact the Office of the Australian Information Commissioner on Tel: 1300 363 992 or email:

Changes to this privacy policy

This is our current Privacy Policy outlining our personal information management practices. This Policy replaces any other privacy policy published by us to date. We may vary this policy from time to time. We encourage you to review the Sites regularly to ensure that you are aware of our current Privacy Policy.

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