Updated date: 1 March 2026  

1. About this policy

In this Privacy Policy, references to “Fig Energy”, “we”, “us” and “our” are references to FIG ENERGY PTY LTD (ABN 13 688 813 354) and its related bodies corporate (as that term is defined in the Corporations Act 2001 (Cth)).

Fig Energy is an Australian electricity retailer. We are committed to protecting the privacy of our customers, prospective customers, website visitors, job applicants and other individuals who interact with us. This policy describes how we collect, hold, use, disclose and otherwise manage personal information.

We are bound by the Privacy Act 1988 (Cth) (Privacy Act), including the Australian Privacy Principles (APPs), and the Privacy (Credit Reporting) Code 2014 where relevant. We also comply with our obligations under the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth), and the energy industry rules and codes that apply to us as a retailer.

By using our website, applying for an account, or otherwise providing your personal information to us, you consent to us collecting, using, holding and disclosing your personal information in accordance with this policy.

2. What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in a material form or not.

Sensitive information is a sub-type of personal information that includes information about an individual’s racial or ethnic origin, political opinions, religious beliefs, sexual preferences, criminal record, and health, genetic or biometric information. Sensitive information attracts additional protections under the Privacy Act.

Credit information and credit eligibility information are also types of personal information that are subject to additional rules under Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code. Section 8 of this policy explains how we handle this information.

3. What information do we collect?

The kinds of personal information we collect depend on how you interact with us. The information we typically collect includes:

3.1 Identification and contact details

• Your full name, date of birth and previous names (if any).
• Your residential, supply and postal addresses.
• Your email address and telephone number(s).
• Identification documents such as your driver’s licence, passport or Medicare card (where required to verify your identity).

3.2 Account and usage information

• Your National Meter Identifier (NMI), meter readings and electricity consumption data.
• Your account number, billing history, payment arrangements and concession or rebate details.
• Information about distributed energy resources at your premises (for example, solar PV, batteries, electric vehicle chargers).
• Records of your communications with us, including call recordings, emails, live-chat transcripts and notes from in-person interactions.

3.3 Financial information

• Bank account, direct debit or credit card details (where you choose to pay by these methods).
• Other financial information relevant to assessing your application or managing your account.

3.4 Sensitive information

We only collect sensitive information where it is reasonably necessary for our functions or activities and either you have consented or we are required or authorised by law to collect it. Examples include:

• Health information — for example, where you or a person at your premises requires life support equipment, we will collect medical confirmation so that your premises can be registered as a life support address.
• Health or financial hardship information relevant to assessing your eligibility for a government concession, rebate or our hardship program.

3.5 Website and digital information

When you visit our website or use our digital services, we may automatically collect:

• Your IP address, device type, operating system, browser type and language settings.
• Pages you view, the date, time and duration of your visits, the website that referred you and clickstream data.
• Information collected through cookies and similar technologies (see section 9).

3.6 Job applicants

If you apply to work with us, we collect work-related information such as your resume, qualifications, employment history, right-to-work documentation and the results of any background, reference or screening checks.

If you do not provide the personal information we request, we may not be able to provide you with electricity, process your application, respond to your enquiry or otherwise deal with you.

4. How we collect personal information

Where it is reasonable and practicable to do so, we collect personal information directly from you. This may occur when you:

• Apply to become a Fig Energy customer (online, by phone or through one of our sales representatives).
• Contact us with an enquiry, complaint or request.
• Use our website, mobile app or online customer portal.
• Respond to a survey, marketing communication or promotion.
• Apply for a job with us.
• Attend an event we host or sponsor.

We may also collect personal information about you from third parties, including:

• Your previous energy retailer, your distributor, the Australian Energy Market Operator (AEMO) and metering coordinators or providers.
• Credit reporting bodies and other credit providers.
• Authorised representatives, brokers, comparator services or sales partners who introduce you to us.
• Government agencies, regulators and law enforcement.
• Publicly available sources, including public registers and professional networking platforms (for job applicants).

If we receive personal information about you from a third party, we will treat that information in accordance with this policy. If you provide us with personal information about another person (for example, a co-tenant, joint account holder or authorised representative), you must ensure that the person has consented to you doing so and is aware of this policy.

4.1 Anonymity and pseudonyms

Where it is lawful and practicable, you have the option of dealing with us anonymously or by using a pseudonym — for example, when making a general enquiry about our products. However, we will not be able to provide you with electricity, open an account or respond to most service requests unless you identify yourself, because we are required by law to verify the identity of our customers.

5. How we use personal information

We use your personal information for the purposes for which it was collected, for related secondary purposes you would reasonably expect, and for any other purposes you have consented to. These purposes include:

• Verifying your identity and conducting fraud prevention checks.
• Assessing your application for an electricity account and your creditworthiness.
• Establishing, administering and managing your account, including arranging the connection, transfer and disconnection of your electricity supply.
• Reading meters, calculating charges, issuing invoices, processing payments and recovering debts.
• Communicating with you about your account, our products and services, and any changes to them.
• Responding to your enquiries, complaints and feedback.
• Providing you with information about additional products, services and promotions that may interest you (subject to your marketing preferences — see section 7).
• Conducting market research, customer satisfaction surveys and product development.
• Improving our website, app, services and customer experience.
• Complying with our legal, regulatory and industry obligations, including under the National Energy Retail Law, National Energy Retail Rules, and applicable jurisdictional energy laws.
• Assessing job applicants for employment.
• Any other purpose required, authorised or permitted by law.

6. Disclosure of personal information

We may disclose your personal information to third parties for the purposes set out in section 5. The kinds of third parties to whom we typically disclose personal information include:

• Your electricity distributor, AEMO, metering coordinators and metering data providers.
• Service providers who perform functions on our behalf, including billing and payment processors, mailing houses, IT and cloud hosting providers, call-centre operators, contact-centre providers, marketing agencies, market research firms and analytics providers.
• Credit reporting bodies, other credit providers and debt collection agencies.
• Our professional advisers, including lawyers, auditors, accountants and consultants.
• Your authorised representative, secondary account holder, or any person you have nominated to act on your behalf.
• Government agencies, regulators (such as the Australian Energy Regulator and the Essential Services Commission), the Energy and Water Ombudsman in your state, and law enforcement agencies, where required or authorised by law.
• Any other person or entity to whom you have consented to the disclosure, or to whom we are required or authorised by law to disclose your personal information.
• A potential or actual purchaser of, or successor to, all or part of our business or assets (in which case your personal information may be disclosed as part of due diligence and may be transferred as a business asset).

We do not sell your personal information.

6.1 Service-provider safeguards

Where we disclose personal information to a service provider, we take reasonable steps to ensure that the recipient is contractually required to handle that personal information in a manner consistent with the APPs and this policy, and only uses the information for the purposes for which it was disclosed.

7. Direct marketing

We may use your personal information to send you marketing communications about Fig Energy products, services, offers and promotions. We may do this by mail, email, SMS, telephone, push notification or through targeted advertising on third-party platforms. Where required by law, we will obtain your consent before doing so.

Every marketing email and SMS we send will include a simple unsubscribe mechanism. You can also opt out of receiving marketing communications at any time by:

• Clicking the unsubscribe link in any marketing email.
• Contacting us using the details in section 13.

Even if you opt out of marketing communications, we will continue to send you essential service and account-related communications (for example, bills, outage notifications, safety information and notices we are required by law to send).

8. Credit information and credit reporting

Because we provide electricity on credit terms (you pay after we supply you), we are a credit provider for the purposes of the Privacy Act. This section explains how we handle credit information and credit eligibility information. It supplements the rest of this policy.

8.1 What credit information we collect

We may collect the following types of credit information about you:

• Identification information (for example, name, date of birth, addresses, driver’s licence number).
• Information about consumer credit you currently have or have applied for, including the type and amount of credit, the credit provider, and the relevant dates.
• Repayment history information.
• Default information, payment information and information about new arrangements relating to overdue payments.
• Information about serious credit infringements (for example, fraud).
• Court proceedings information and personal insolvency information.
• Publicly available information that is relevant to your credit standing.
• Credit eligibility information — that is, credit reporting information that we obtain from a credit reporting body, and any information we derive from it.

8.2 How we use and disclose credit information

We collect, hold, use and disclose your credit information for purposes including:

• Assessing your application for an electricity account on credit terms.
• Assessing your creditworthiness on an ongoing basis and managing your account, including any payment arrangements or hardship arrangements.
• Collecting overdue payments.
• Participating in the credit reporting system.
• Dealing with serious credit infringements.
• Internal management purposes directly related to providing credit to you.

We may exchange your credit information with credit reporting bodies, other credit providers, debt collection agencies and our professional advisers.

If you have a complaint about how we have handled your credit information, please contact us using the details in section 13. If we do not resolve your complaint to your satisfaction, you may complain to the Office of the Australian Information Commissioner (OAIC) or to the Energy and Water Ombudsman in your state.

9. Cookies and website tracking

Our website and digital services use cookies and similar technologies (such as web beacons, pixels and tags) to provide, secure, personalise and improve your experience.

9.1 What is a cookie?

A cookie is a small piece of data that a website asks your browser to store on your device. Cookies allow a website to remember your actions or preferences over time. Cookies cannot run programs or deliver viruses to your device.

9.2 The types of cookies we use

First-party cookies: issued from the figenergy.com.au domain. We use these for basic site functionality, to remember your preferences (such as language) and to keep you signed in.

Third-party cookies: set by service providers we work with, including analytics providers (for example, to understand how our website is used), advertising partners (to deliver relevant ads) and embedded content providers (such as YouTube or Vimeo for video playback).

Session cookies: temporary cookies that expire when you close your browser.

Persistent cookies: remain on your device after you close your browser, so we can remember your preferences and analyse visit patterns.

9.3 Advertising and analytics

We use cookies, pixels and analytics tools to measure the performance of our website and marketing campaigns and to deliver targeted advertising on third-party platforms. We do not provide the personal information we collect to advertisers in a form that identifies you. Our advertising partners may combine the information they collect with information they hold from other sources — their use of that information is governed by their own privacy policies, which we encourage you to read.

9.4 Managing cookies

Most browsers allow you to refuse, accept or delete cookies. If you disable cookies, some parts of our website may not function correctly. You can also manage your preferences for advertising cookies through the cookie preference tool on our website.

10. Overseas disclosure

Some of our service providers, related entities or business partners are located, or store data, outside Australia. This means your personal information may be disclosed to or accessed from overseas — for example, where we use cloud storage providers, offshore contact-centre operators or analytics platforms hosted outside Australia.

As at the date of this policy, the countries in which overseas recipients of your personal information are likely to be located include New Zealand, the Philippines, Singapore, the United States and member states of the European Union. This list may change from time to time.

Before disclosing your personal information overseas, we will take reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to that information, unless:

• We reasonably believe the recipient is subject to a law or binding scheme that protects personal information in a way that is, overall, substantially similar to the APPs and is enforceable by the individual.
• You have consented (after we have expressly informed you that APP 8.1 will not apply if you give that consent), or
• The disclosure is otherwise required or authorised by Australian law or a court or tribunal order.

11. Storage, security and retention

We hold personal information in a combination of secure electronic systems and, where applicable, hard-copy files. We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include:

• Physical access controls at our premises.
• Role-based access controls and authentication for our IT systems.
• Encryption of sensitive information in transit and, where appropriate, at rest.
• Staff training on privacy obligations and confidentiality.
• Contractual privacy and security obligations on our service providers.
• Regular review of our information security controls.

You can help protect your personal information by keeping your account credentials confidential, using a strong and unique password for your Fig Energy account, and logging out when you have finished using a shared device.

No transmission of information over the internet is completely secure. While we take reasonable steps to protect your information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk.

We will retain your personal information for as long as reasonably necessary for the purposes set out in this policy or as required by law. When we no longer require your personal information for any lawful purpose, we will take reasonable steps to destroy or de-identify it.

12. Accessing and correcting your information

You may request access to the personal information we hold about you, or ask us to correct it, by contacting us using the details in section 13.

We will respond to your request within a reasonable time — generally within 30 days for access requests and within a reasonable time for correction requests. We will not charge you for making a request, although we may charge a reasonable fee for the time we spend locating, retrieving, compiling and providing access to information held in our archives. We will let you know in advance if a fee is likely to apply.

If we refuse to give you access to, or to correct, your personal information, we will give you written reasons and let you know how you can complain about our decision.

If we correct personal information that we have previously disclosed to a third party (including a credit reporting body), we will take reasonable steps to notify that third party of the correction, unless it is impractical or unlawful to do so.

13. Complaints

If you believe we have breached the APPs, the Privacy Code or this policy, please let us know so that we have the opportunity to investigate and respond. To make a complaint, please contact us using the details below.

• Email: info@figenergy.com.au
• Phone: 1300 919 650

We will acknowledge your complaint promptly and aim to provide a substantive response within 30 days. We may need to ask you for additional information to investigate your complaint.

If you are not satisfied with our response, you may refer your complaint to:

Office of the Australian Information Commissioner (OAIC)

• Phone: 1300 363 992
• Email: enquiries@oaic.gov.au
• Post: GPO Box 5218, Sydney NSW 2001
• Website: www.oaic.gov.au

Energy and Water Ombudsman in your state

Depending on where your supply address is located, you can contact the relevant ombudsman free of charge:

• Victoria — Energy and Water Ombudsman Victoria (EWOV): 1800 500 509 | www.ewov.com.au
• New South Wales — Energy and Water Ombudsman NSW (EWON): 1800 246 545 | www.ewon.com.au
• Queensland — Energy and Water Ombudsman Queensland (EWOQ): 1800 662 837 | www.ewoq.com.au
• South Australia — Energy and Water Ombudsman SA (EWOSA): 1800 665 565 | www.ewosa.com.au
• Tasmania — Energy Ombudsman Tasmania: 1800 001 170 | www.energyombudsman.tas.gov.au
• Australian Capital Territory — ACT Civil and Administrative Tribunal (ACAT): 02 6207 1740 | www.acat.act.gov.au

14. Children

We do not knowingly collect personal information from individuals under the age of 16. If you are under 16, please do not provide your personal information to us — ask a parent or guardian to interact with us on your behalf. If we become aware that we have collected personal information from a person under 16 without appropriate consent, we will take reasonable steps to delete that information.

15. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or for other operational reasons. The current version of the policy will always be available on our website, and the effective date will be updated at the top of the document. We encourage you to review this policy periodically.

Where the changes are significant, we will take additional steps to bring them to your attention — for example, by emailing you or posting a notice on our website.