Privacy Policy

You have come through to this page from a website which is wholly or partly owned or operated by Fairfax Media Limited.
In this policy, "us", "we" or "our" means Residential Connections Pty Ltd (ABN 63 612 925 434) which is a joint venture entity of Fairfax Media Limited (ABN 15 008 663 161) and also refers to Fairfax Media Limited and its related bodies corporate, partnerships and other joint venture entities.
This policy sets out:
  • what is considered personal information;
  • what personal information we collect and hold;
  • how we collect, hold, use or disclose personal information;
  • the purposes for which we collect personal information;
  • what happens if we are not able to collect personal information;
  • how to seek access to and correct your personal information;
  • whether we disclose personal information outside Australia; and
  • how to contact us.

We are bound by the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) (subject to exemptions that apply to us under that Act).
We may, from time to time, review and update this policy, including taking account of new or amended laws, new technology and/or changes to our operations. All personal information held by us will be governed by the most recently updated policy. Your privacy matters to us, so whether you are new to Fairfax or are a long time user, please take the time to get to know our practices.

When used in this policy, the term “personal information” has the meaning given to it in the Act. In general terms, it is any information that can be used to personally identify you. This may include (but is not limited to) your name, age, gender, postcode and contact details (including phone numbers and email addresses) and possibly financial information, including your credit card, direct debit or PayPal account information. If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.

  • We may collect the following types of personal information:
  • name;
  • mailing or street address;
  • previous mailing or previous street addresses;
  • email address;
  • telephone number;
  • age or birth date;
  • profession, occupation or job title;
  • payment information and records;
  • details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries;
  • any additional information relating to you that you provide to us directly through our websites or indirectly through use of our website or online presence through our representatives or otherwise;
  • information you provide to us through our service centre, customer surveys or visits by our representatives from time to time.

In some cases we may also collect your personal information through the use of cookies and other tracking devices. When you access our website, we may send a “cookie” (which is a small summary file containing a unique ID number) to your computer. This enables us to recognise your computer and greet you each time you visit our website, without bothering you with a request to register or log-in. It also helps us keep track of products or services you view, so that we can send you news about those products or services. We also use cookies to measure traffic patterns, to determine which areas of our websites have been visited, and to measure transaction patterns in the aggregate. We use this to research our users’ habits so that we can improve our online products and services. If you do not wish to receive cookies, you can set your browser so that your computer does not accept them. We may also log IP addresses (the electronic addresses of computers connected to the internet) to analyse trends, administer the website, track user movements, and gather broad demographic information.
We may also collect anonymous data (which is not personal information) relating to your activity on our websites (including IP addresses) via cookies, or we may collect information from you in response to a survey. We generally use this information to report statistics, analyse trends, administer our services, diagnose problems and target and improve the quality of our products and services. To the extent this information does not constitute personal information because it does not identify you or anyone else, the Australian Privacy Principles do not apply and we may use this information for any purpose and by any means whatsoever.

We collect your personal information directly from you unless it is unreasonable or impractical to do so.
We do this in ways including:
  • through your access and use of our website, apps or sending SMS/MMS to us;
  • through someone else who has provided us with your information;
  • during conversations between you and our representatives (e.g. through our call centre); and
  • when you complete an application or purchase order.

We may also collect personal information from third parties including:
  • third party companies such as credit reporting agencies, law enforcement agencies and other government entities;
  • data suppliers (e.g. White Pages and Yellow Pages);
  • advertisers;
  • mailing lists;
  • recruitment agencies;
  • contractors and business partners.

The primary purpose for which we collect information about you is to enable us to perform our business activities and functions and to provide best possible quality of customer experience. We collect, hold, use and disclose your personal information for the following purposes:
  • to provide products and services to you; to provide you with news, information or advice about our existing and new products and services;
  • to communicate with you, including but not limited to, by email, mail, SMS or telephone;
  • to manage and enhance our products and services;
  • to allow third party organisations to contact you to arrange connection of services and the creation of service delivery accounts;
  • to personalise and customise your experience;
  • to provide you with access to protected areas of our websites;
  • to conduct promotions on behalf of Fairfax and selected third parties;
  • to verify your identity;
  • to provide as part of business data to third parties if you have authorised us to do so;
  • to conduct business processing functions for operation of our websites or our business;
  • for our administrative, marketing (including direct marketing), promotional, planning, product/service development, quality control and research purposes, or those of our contractors or external service providers;
  • to provide your updated personal information to us, our contractors or external service providers;
  • to investigate any complaints about or made by you, or if we have reason to suspect that you are in breach of any of our terms and conditions or that you are or have been otherwise engaged in any unlawful activity; and/or
  • as required or permitted by any law (including the Privacy Act).

Your personal information will not be shared, sold, rented or disclosed other than as described in this Privacy Policy.

If you do not provide us with the personal information described in this policy, some or all of the following may happen:
  • we may not be able to provide you with the products or services you requested, either to the same standard, or at all;
  • we may not be able to provide you with information about products and services that you may want, including information about discounts sales or special promotions; or
  • we may be unable to tailor the content of our websites to your preferences and your experience of our websites may not be as enjoyable or useful.

We may disclose your personal information to:
  • our employees, related bodies corporate, partnerships, joint venture entities, contractors or external service providers for the operation of our websites or our business, fulfilling requests by you, and otherwise provide products and services to you, including without limitation, web hosting providers, IT systems administrators, mailing houses, newsagents, couriers, payment processors, photographic analysers, data entry service providers, electronic network administrators, debt collectors, and professional advisers such as accountants, solicitors, business advisors and consultants;
  • our existing or potential agents and/or business partners;
  • our sponsors, or promoters of any competition that we conduct or promote via our services;
  • specific third parties authorised by you to receive information held by us;
  • the police, any relevant authority or enforcement body, or your Internet Service Provider or network administrator, for example, if we have reason to suspect that you have committed a breach of any of our terms and conditions, or have otherwise been engaged in any unlawful activity, and we reasonably believe that disclosure is necessary;
  • as required or permitted by any law (including the Privacy Act).

We work with third party websites and provide white labeled solutions. You may find links to third party websites but we are not responsible for the content or practices on their website or business. We advise you to check their privacy policy and terms and conditions before using their services.

We may send you direct marketing communications and information about products and services that we consider may be of interest to you. These communications may be sent in various forms, including mail, SMS or email, in accordance with applicable marketing laws, such as the Spam Act 2004 (Cth). If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so.
In addition, at any time, you may opt-out of receiving marketing communications from us by contacting us (details below) or by using the opt-out facilities provided (e.g. an unsubscribe link), or by contacting us using the details below. We will then ensure that your name is removed from our mailing list. We do not provide your personal information to other organisations for the purposes of direct marketing unless expressly authorised by you.
Even if you do opt out of receiving marketing communications from you, you agree that we may still send you information relevant to the supply of any services arranged by us.
If you receive communications from us that you believe have been sent to you other than in accordance with this policy, or in breach of any law, please contact us using the details provided below.

We may conduct surveys from time to time to measure consumer satisfaction and alignment. Survey may also be conducted to improve our system, processes and benefits. This information sourced through you will be used for our internal analysis or for generalization purpose. You can always opt out or choose not to participate in these surveys.

You may request access to any personal information we hold about you at any time by contacting us (details below). Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you. We will not charge for simply making a request and will not charge for making any corrections to your personal information. If you make an access request, we will ask you to verify your identity. There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others, or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment, then we will add a note to the personal information stating that you disagree with it.
We request that you keep your information as current as possible so that we may continue to improve our service to you.

If you believe your privacy has been breached by us, have any questions or concerns about our Privacy Policy please, contact us using the contact information below and provide details of the incident so that we can investigate it.
We have a formal procedure for investigating and dealing with privacy breaches. Once the Privacy Officer receives a complaint, whether it is in writing or verbal means, the Privacy Officer will commence an investigation with the relevant business unit from which the alleged breach stemmed. The investigator will endeavour to determine the nature of the breach and how it occurred. We may contact you during the process to seek any further clarification if necessary. If a breach is found, the Privacy Officer will escalate the matter to management so that the process can be rectified to prevent any further breaches from taking place. We will also contact you to inform you of the outcome of the investigation. We will endeavour to resolve all investigations within a reasonable time.
We will treat your requests or complaints confidentially. Our representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved in a timely and appropriate manner.

Please contact our Privacy Officer at:

Privacy Officer
Residential Connections Pty Ltd
Phone: 1300 939 352
Fax: (03) 8677 9097
Address: Level 3, 342 Flinders Street, Melbourne VIC 3000.

We may disclose personal information to our related bodies corporate, partnerships, joint venture entities and external service providers located overseas for some of the purposes listed above. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information.
We may disclose your personal information to entities located outside of Australia, including the following:
  • our related bodies corporate, partnerships and joint venture entities located in New Zealand and South East Asia;
  • our data hosting and Cloud-based IT service providers;
  • other external service providers located in the Philippines and U.S.; and
  • other third parties operating in jurisdictions including China, India, Indonesia, New Zealand, Hong Kong and the United States where you have authorised us to do so.

We will take all reasonable steps to protect the personal information that we hold from misuse, loss, or unauthorised access, including by means of firewalls, password access, secure servers and encryption of credit card transactions.
If you suspect any misuse or loss of, or unauthorised access to, your personal information, please let us know immediately.

Our website may contain links to other websites operated by third parties. We make no representations or warranties in relation to the privacy practices of any third party website and we are not responsible for the privacy policies or the content of any third party website. Third party websites are responsible for informing you about their own privacy practices.

We may change this privacy policy from time to time. Any updated versions of this privacy policy will be posted on our website. This privacy policy was last updated in February 2017.

Compare and Connect Australia Pty Ltd ACN: 600 166 256 (Compare and Connect) is an Australian company based in Melbourne-Victoria. We understand and value the importance of privacy of our customers. Our team is strongly committed to comply with National Privacy Principles of the Privacy Act 1988 (Cth) and Privacy regulations to present our policies on the management of personal information in a clear, publicly available document.
Compare and Connect is committed to true compliance with its obligations under Privacy Act 1988 (Cth), the Do Not Call Register Act 2006 (Cth) or Span Act 2003. This policy does not create or confer upon any rights outside of, or in addition to, those imposed by the Privacy Act 1988 (Cth), the Do Not Call Register Act 2006 (Cth) or Spam Act 2003.
This policy is published on our website If you have any questions on this policy, please feel free to contact us on We reserve the right to change this policy from time to time. We request you to visit our website to avail our latest version of this policy.
We recommend using our Privacy Policy in conjunction with our Terms & Conditions.
Please do not use our website or contact centre if you do not agree or comply with our privacy policy and terms and conditions.

Personal Information:
Personal Information means that information that we hold or gather from which an individual's identity is apparent or can be reasonably determined. The Privacy Act defines personal information as: information or an opinion, whether true or not, and whether recorded in a material form or not, about an identified individual, or an individual who is reasonably identifiable. Common examples are an individual's name, signature, address, telephone number, date of birth, medical records, bank account details and commentary or opinion about a person.

Sensitive Information:
Sensitive information is a type of personal information and includes information about: an individual's racial or ethnic origin, health information, political opinions, membership of a political association, professional or trade association or trade union, religious beliefs or affiliations, philosophical beliefs, sexual orientation or practices, criminal record, genetic information, biometric information that is to be used for certain purposes, biometric templates.
Generally we don't collect this information. In the event we may have to collect or you prefer giving this information we shall seek your consent. We will always seek your consent prior collecting, using or disclosing your sensitive unless required by law.

Compare and Connect facilitates customers to choose and connect to their preferred utility provider. We collect Personal information directly from our customers, employees, suppliers or partners or from public sources (white pages, yellow pages), private vendors, and Data suppliers etc. We collect this information in order to facilitate our business activity or to process your order. We may also collect and maintain your personal information to sell or market our services or products.
This privacy policy applies to all situations in which Compare and Connect collects personal information directly from the customer. This includes, but not limited to, telephonic communication, communication by email and post, in person and through individuals accessing our websites.
Our call centre may record our conversations for quality, compliance and training purpose. Please advise our operators in case you are not comfortable with this.

Online Information Collection:
We may collect non-personal and personal information from you through our website. This information may be gathered from both mobile and static devices. This information may include, but is not limited to: The type of browser you use, your operating system, your internet service provider, your internet Protocol ( IP) address, your mobile service carrier, the online address of a previously visited site etc. We may use Cookies and log files to monitor and improve our online presence.
Any information we seek to collect via cookies etc is used to better understand our customer needs and the services they are seeking from us. Cookies assist us in providing better and faster services.
Compare and Connect is not responsible for the privacy policies of any links present on our websites connecting to websites not administered by Compare and Connect.

Third Party Links and Websites:
We work with third party websites and provide white labeled solutions. You may find links to third party websites but we are not responsible for the content or practices on their website or business.
We advise you to check their privacy policy and terms and conditions before using their services.

Using, Sharing and Security:
The information we collect about you is used to perform our services and activities.
We may not able service you if you do not assist us in seeking your information. We collect information to service you on energy services, telecommunication services, fuel services and insurance services. Your information is sought to assist you in connecting your services to your chosen retailers or service providers.
We will only disclose your personal information to the relevant third party organizations with your prior consent. However we are not responsible for their conduct with respect to the handling of your personal information and we recommend that you check their privacy policies.
Our retailers may conduct credit check to verify your credit worthiness prior offering the services you requested. We will always seek prior consent before any credit check is conducted.
We will not share personal information with other organizations without your prior consent, unless the sharing is permitted or required by law. All third parties with whom personal information is shared are required to meet our standards of personal information protection. You consent us using your information for marketing purposes which include our services and products (Energy, Telecommunications, Fuel Cards, Insurance products etc ) as well as our business partners. If you are marketed without prior consent, we will ensure that the individual has the option to opt out of future communication by contacting us.
If consent, either explicit or implicit, has been provided by an individual to use their personal information, they may remove any previous consent to receive marketing communication from us by contacting us by telephone, email or post.
We do not trade or sell your personal information however we may share your data with our energy, telecommunication, fuel, and insurance clients for the purpose of facilitating your request. We always seek your consent prior sharing your data with our clients, vendors and partners.
We also take strong measures to protect your information held by us against any damage, breach, destruction or any modifications.

We may conduct surveys from time to time to measure consumer satisfaction and alignment. Survey may also be conducted to improve our system, processes and benefits. This information sourced through you will be used for our internal analysis or for generalization purpose. You can always opt out or choose not to participate in these surveys.

Correction, Complaints and Contact:
In the event you need to amend your personal information or seek your information please feel free to email us or call us on the below number.
In the event you have any complaint or concern about our privacy policy or procedure you can always contact us on the below number. One of our staff will respond within the reasonable time to resolve your issue.

In case you have any compliant, please feel free to contact us on:
Phone: 1300 859 258
Fax: (03) 8677 9097
Address: Level 3, 342 Flinders Street, Melbourne VIC 3000.