Privacy Policy

Privacy Policy
GoSwitch Holdings Pty Ltd

1. Introduction

1.1. GoSwitch Holdings Pty Ltd (ABN 14 607 147 937) (we, our, or us) is committed to safeguarding the privacy of our customers and website visitors. this policy sets out how we collect and handle your personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (Privacy Act), when you access our website or use our products and services.

1.2. By accessing our website or using our products and services you consent to us collecting, holding, using and disclosing your personal information in accordance with this policy.

2. Collection of personal information

2.1. Personal Information is any information or an opinion about an identified individual or an individual who can be reasonably identified from the information or opinion. Information or an opinion may be personal information regardless of whether it is true.

2.2. We collect information from you directly (or through your authorised representative), and about your interactions with us, when you engage with our website, use our chatbot, call us, or use our services.

2.3. We may collect the following categories of personal information where reasonably necessary to provide our services:
(a) identity and contact details, such as your name, phone number, email address and residential or business address;
(b) eligibility information such as concession card status (including card type number and expiry date, where required to verify eligibility);
(c) business information including, including business name and ABN (where applicable);
(d) consumer provided energy usage or tariff information supplied directly by you for the purpose of comparison or estimation;
(e) records of communications, enquiries, feedback or complaints; and
(f) technical and usage information relating to your use of our website and systems.

2.4 We may collect government-issued identification information (such as ID type, number and issuing authority) where reasonably necessary to verify eligibility, comply with regulatory requirements, or facilitate access to third-party energy products or services at your request. Where we collect this information, we do so with your knowledge and consent, limit collection to what is reasonably necessary, and do not use the information for unrelated purposes.

2.5 We may collect information about whether electricity supply is relied upon for medical or life-support equipment, where you choose to provide this information for the purpose of assessing plan suitability or facilitating switching. This information is used only to assess service suitability, switching requirements, and risk considerations, and is not used for marketing, profiling, or unrelated purposes.

2.6 We do not access or collect energy usage data directly from energy retailers, energy distributors, AEMO or government databases. Any energy usage information used by us is provided by you or estimated based on the information you supply.

3. Website analytics and cookies

3.1. We may collect information about how you access, use and interact with the website. We do this by using a range of tools such as Google Analytics. This information may include:
(a) the location from which you have come to the site and the pages you have visited; and
(b) technical data, which may include IP address, the types of devices you are using to access the website, device attributes, browser type, language and operating system.

3.2 We use cookies on the website to improve functionality and user experience. You may refuse to use cookies by selecting the appropriate settings on your browser. However, please note this may limit some website functionality.

4. Why we collect your personal information

4.1. We collect your personal information to:
(a) provide you access to our services, including comparison and switching assistance;
(b) manage our relationship with you, including responding to enquires and providing customer support;
(c) communicate with you about your account, transactions and service-related matters;
(d) assess eligibility for, and facilitate connection to, third‑party energy products or services at your request;
(e) better understand your needs to improve our services and website functionality;
(f) comply with our legal and regulatory obligations; and
(g) provide you with marketing communications where permitted by law and your preferences.

4.2. Where you purchase products using our services, we are legally required to collect your personal information. If you do not accurately provide us with your personal information, we may not be able to provide you with our products and services, communicate with you, or respond to your enquiries.

4.3. However, you may manage your preferences with respect to receiving specific communications from us at any time by following the unsubscribe instructions included in our communications, or contact us directly at admin@goswitch.com.au.

5. How We Store and Protect your personal information

5.1. Where we are required to hold and store your personal information, information is stored electronically in computer systems and databases operated by us and within secure third-party cloud-based service providers. Primary data storage is located in Australia.

5.2. Certain operational or customer support activities may involve access to personal information by service providers located in the Philippines

5.3. We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure, including through:
(a) role based access controls and staff confidentiality obligations;
(b) multi factor authentication for key systems;
(c) encryption of data in transit and, where appropriate, at rest;
(d) monitoring and logging of system access; and
(e) due diligence and contractual controls applied to third party service providers.

5.4. Some limited records may be stored in hard copy form and are secured with restricted access.

5.5. Despite these measures, no data transmission over the internet can be guaranteed to be completely secure.

6. Disclosure of your personal information

6.1. We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary to achieve or facilitate the purposes set out in this Policy. Personal information is only supplied to a third party when it is required for the delivery of our services.

6.2. We may from time to time need to disclose personal information to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, in the course of a legal proceeding or in response to a law enforcement agency request.

6.3. Where personal information is disclosed to overseas recipients, we take reasonable steps to ensure that such recipients handle the information in a manner consistent with this policy and applicable privacy laws.

6.4. In the event of a sale, merger or restructuring of our business, personal information may be disclosed to prospective purchasers under confidentiality arrangements.

7. Access to your personal information

7.1. You may request details of, or correction to, personal information that we hold about you in accordance with the provisions of the Privacy Act 1988 (Cth). A small administrative fee may be payable for the provision of information. If you would like a copy of the information which we hold about you or believe that any information we hold on you is inaccurate, out of date, incomplete, irrelevant or misleading, please email us at admin@goswitch.com.au.

7.2. We reserve the right to refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act..

8. Complaints about privacy

If you have any complaints about our privacy practices, please feel free to send in details of your complaints to 379 Collins Street, Melbourne, VIC, 3000 Australia. We take complaints very seriously and will respond shortly after receiving written notice of your complaint.

9. Consumer Data Right

We do not access or receive Consumer Data Right (CDR) data from energy retailers or other data holders or act as an accredited data recipient under the CDR regime

10. Retention of personal information

10.1. We retain personal information only for as long as is reasonably necessary to fulfil the purposes for which it was collected, including to provide our services, comply with legal and regulatory obligations, resolve disputes, and enforce our agreements.

10.2. Where personal information relates to comparisons, switching activities, or related communications, we generally retain this information for a period of up to seven (7) years, aligning with record-keeping obligations commonly imposed on energy retailers, private health insurers and other participants in the energy and/or health sector.

10.3. Government-issued identification information, concession card information, and information relating to reliance on electricity supply for medical or life-support equipment is retained only for so long as reasonably necessary to verify eligibility, facilitate requested services, or meet compliance requirements, and is securely destroyed or de-identified once no longer required.

10.4. Personal information that is no longer required for any lawful purpose is securely destroyed or de-identified in accordance with our internal data management procedures and applicable privacy laws.

11. Changes to Privacy Policy

Please be aware that we may change this Privacy Policy in the future. We may modify this Policy at any time, in our sole discretion and all modifications will be effective immediately upon our posting of the modifications on our website or notice board. Please check back from time to time to review our Privacy Policy.

12. Third Party Websites

Our site may contain links to third-party websites. We are not responsible for the privacy practises of other such websites and encourage you to review their privacy policies separately.