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CDR Policy
ENGIE Consumer Data Right Policy
The Consumer Data Right (CDR) provides consumers with rights to access, and share, information held by organisations called data holders. This includes information about consumers, the products they acquire from the data holder, and their use of those products, which are types of CDR data. The Federal Government is rolling out the CDR in a phased manner across the Australian economy on a sector-by-sector basis. ENGIE is a data holder in the energy sector. This means that if you are an eligible consumer for one of our products and have provided your consent, we can share your CDR data with approved third parties (who are known as accredited data recipients).
This CDR policy describes how we (as a data holder) manage your CDR data and your rights under the CDR laws. If you request it, we will also provide a copy of this policy to you electronically or in hard copy.
For information about how we manage your other personal information, please see our Privacy Policy.
This CDR policy was last updated in October 2023. We may amend this CDR policy from time to time. If we do, we will post the updated CDR policy on our website at: engie.com.au/help-centre/cdr-policy
Who does this policy apply to?
This CDR policy applies to IPower Pty Ltd (ACN 111 267 228) and IPower 2 Pty Ltd (ABN 24 070 374 293), trading as ENGIE ABN 67 269 241 237, ENGIE Solutions Pty Ltd (ABN 165 627 396) and their related bodies corporate. In this policy, when we refer to ENGIE, we, us or our, we are referring to all these entities.
Our data holder provider number is DH002028.
What CDR data will ENGIE share?
If you are an eligible consumer, we will make the following CDR data about you and your use of our electricity services available for sharing:
- Customer data: this includes your name, address and contact information
- Account data: this includes your account number, when you created your account, your connection point identifiers, payment schedule and concession information
- Billing data: this includes your account balance, billing information and transaction history
- Australian Energy Market Operator (AEMO) data: this includes your metering data, National Meter Identifier (NMI) standing data and distributed energy resources data.
This CDR data is ‘required consumer data’ that we are required to make available for sharing under CDR laws. We don’t charge a fee to share this CDR data. We do not accept requests for other CDR data that we are not required to share, and we do not share other CDR data voluntarily.
Most ENGIE customers (other than consumers under the age of 18 and consumers located in Western Australia) are eligible for CDR data sharing. This includes some companies and partnerships. If you are unsure if you are eligible for CDR data sharing, please contact us (see ‘Contact Us’ below).
Who will ENGIE share your CDR data with?
You can arrange for us to share your CDR data with accredited data recipients. We will only share your CDR data with an accredited data recipient if:
- you have provided your consent to the accredited data recipient collecting your CDR data from us (this consent is given to the accredited data recipient and then provided to us);
- we have verified your identity and (if you have more than one account with us) confirmed which of your accounts is covered by your consent;
- you have authorised us to give the accredited data recipient your CDR data (and you have let us know for how long you wish your CDR data to be shared); and
- we are able to share your CDR data (there are only limited situations in which we would not be able to do so, such as where we consider it necessary to prevent physical or financial harm or abuse).
How can you access your CDR data and manage what consents you have given?
You can log into your ENGIE CDR consumer dashboard at any time to:
- view the authorisations you have provided to ENGIE to disclose your CDR data;
- view the type of CDR data that we have shared; and
- change or withdraw authorisations you have provided to ENGIE.
A customer can access the ENGIE CDR consumer dashboard by accessing the ENGIE CDR consumer dashboard website and logging in using their ENGIE customer number and a one-time password sent to the customer's phone or email. All customers will log into the ENGIE CDR consumer dashboard using the same mechanism, irrespective of whether they are or are not registered for MyAccount.
How can you correct your CDR data?
If any of your CDR data is incorrect, you can contact us by using the details at the end of this policy. We will acknowledge your request as soon as practical and do our best to correct the CDR data where necessary.
Our method of processing your request will be different for different types of CDR data:
- for your customer data and account data billing data (which is held by us), once we have reviewed your CDR data, we will let you know (in writing) within 10 business days of us receiving your request, if:
- we have corrected your CDR data;
- if we have included a qualifying statement with your CDR data;
- if we consider the correction is unnecessary or inappropriate. We will provide a reason if this occurs.
- for your metering data, NMI standing data and DER Register Data (which we do not hold), we will, as soon as practicable:
- (if the request relates to NMI standing data or metering data) initiate the relevant correction procedures required of us under the National Electricity Rules; or
- (if the request relates to DER register data) provide you with details about how to contact the distributor so you can request the data’s correction.
We will not charge you a fee to correct your CDR Data. If you are unhappy with how we handle your request, you can raise a complaint (see ‘How to make a complaint’ below).
If you are an individual, you also have a right to access and correct personal information that we hold that is also CDR data. More information about these rights can be found in our Privacy Policy.
How to make a complaint
If you have any concerns about how we handle your CDR data, you can contact our Customer Care team by:
- calling us on 13 88 08 (Mon-Fri, 8.30am-6.30pm, AEST);
- sending us mail to PO Box 4408 Melbourne, VIC, 3001;
- sending us a fax to 13 88 58; or
- completing the online contact form.
When you contact us with a complaint, you will need to provide your name, your contact details, what the complaint is about and any documentation you have to support your complaint.
We will handle your complaint in line with our Standard Complaints and Dispute Resolution Policy. This means we will acknowledge your complaint within 3 business days and will aim to resolve your complaint within 15 business days. If your complaint is not resolved within 15 business days, ENGIE will contact you directly to update you on timing.
We will work with you to find an outcome. What this outcome is will depend on the nature of your complaint and could include correction of your CDR data or provision of other assistance.
If a complaint is not resolved by the end of the first phone call or in writing, we will inform you of the escalation steps available to you should you wish to escalate the matter further. This may include speaking to a Team Leader. If, after speaking to the relevant person, you remain unsatisfied, we will inform you of the next course of action.
If you’re not satisfied with how we have managed your complaint, you can contact your local Ombudsman for advice or to make a complaint. Details of how to contact the relevant Ombudsman can be found in our Standard Complaints and Dispute Resolution Policy.
You can also raise CDR concerns with the Office of the Australian Information Commissioner (OAIC). You can contact OAIC by:
- sending mail to GPO Box 5218 Sydney NSW 2001;
- calling on 1300 363 992;
- sending an email to [email protected]; or
- visiting the website https://www.oaic.gov.au/
The Ombudsman and the OAIC are free and act independently when investigating and resolving a complaint.
Contact us
If you have a question about the CDR (including if you want a printed copy of this CDR Policy), you can contact us by:
- calling us on 13 88 08 (Mon-Fri, 8.30am-6.30pm, AEST);
- sending us mail to PO Box 4408 Melbourne VIC 3001;
- sending an email to [email protected]; or
- completing the online contact form.
The Consumer Data Right (CDR):
is an Australian government initiative to provide consumers with control over their information by enabling them to safely access and share specific information about them that is held by businesses, such as their energy retailer; allows a consumer (you) to choose whether to share specific information, who you want to share it with and for how long.
Under the CDR, you can permit ENGIE to securely share specific information with accredited third parties (called Accredited Data Recipients or ADRs) on your behalf. The information you can share relates to your electricity contract and information about you, your accounts and billing arrangements. We refer to this data as “CDR data”.
Through access to your CDR data, accredited third parties may offer services that make it easier for you to compare the market, better understand how and when you use energy, and help you find offers that best match your needs.
Our CDR Policy
Our CDR Policy provides information relating to:
how we manage your CDR data; and how you can make an enquiry or complaint.
You can find our CDR Policy here. Alternatively, go to engie.com.au/help-centre/policies-and-commitments/customer-data-right.
We want you to know that your privacy is important to us.CDR Data may also be personal information. When we collect, handle and store personal information, we comply with our legislative obligations in the Privacy Act. If you want to know more about how we handle your personal information at ENGIE, please see our Privacy Policy.
There are strict protocols that apply to both the collection of CDR data and subsequent use of that data under the Competition and Consumer Act and the CDR Rules.
Before they can access CDR data, third parties must be accredited by the Australian Competition and Consumer Commission (ACCC). The ACCC has set stringent accreditation criteria and privacy and information security standards that must be met before a third party accesses any CDR data. The Office of the Australian Information Commissioner (OAIC) also regulates the privacy of CDR data.
You’re able to share your CDR data with any CDR-accredited third-party organisations. To see a list of CDR-accredited organisations, go to https://www.cdr.gov.au/find-a-provider.
To share your CDR data, you’ll need to be at least 18 years old, be the account holder or an authorised representative, have a mobile number or email on file with us, and have an active ENGIE electricity account with us.
If you need us to verify your contact details so you can share your CDR data with an accredited third party organisation, please contact us.
These are the types of data you can share through the CDR:
- Personal account details (name, address, etc.)
- ENGIE electricity account number and energy plan details
- Concessions and payment assistance details (if you have any)
- Payment details (how you pay your bill, your billing frequency, and any scheduled payments)
- Electricity connection, electricity usage and meter information.
- Electricity generation and storage (if you’ve got solar panels or have an energy plan with feed-in tariffs)
- Billing payments and history information.
Please follow these easy steps to share your data.
- First, you''ll need to select the data you want to share via the accredited third party – this is done through their website or app.
- Next, please select the type of data you would like to collect from ENGIE and the length of time you want to share your data with the accredited third party– this can be once off or an ongoing arrangement.
- Once you’ve done that, you’ll need to consent to the accredited third party (via their website or app) collecting your CDR data that is held by us.
- The accredited third-party app or website will automatically redirect back to ENGIE where we’ll verify your identity by sending you a One-Time Password via your nominated method (email or SMS).
- You’ll need to enter the One-Time Password into the accredited third party’s app or website.
- Once we’ve verified you, you can choose the accounts from which you''d like to share your CDR data. There may be some accounts that you cannot see when you are asked to choose. If this occurs, it means those accounts are not available for data-sharing.
Please note: Once you've authorised an accredited third party to access your CDR data, you'll have to contact them to make any changes to the period that you want to share your CDR data for.
IMPORTANT: We’ll never ask you to share your ENGIE login details, password, or verification code with a third party. We do not need access to consumer passwords to share data.
If you decide you no longer want to share your CDR data with an accredited third party, please follow these steps:
- Log in to the ENGIE CDR Dashboard here, or go to dashboard.cdr.engie.com.au.
- When you do so, we''ll send you a One-Time Password via your nominated method (email or SMS) to complete your verification.
- Then open the menu in the top right corner of your dashboard and select ''Profile''.
- Next, select ''Personal Details''.
- Scroll down to the ''Manage data-sharing'' section and select edit.
- Select the accredited third party you want to stop sharing CDR data with from the list displayed and select ''View''.
- Next, select the ''Stop sharing'' button.
- You'll be prompted to confirm that you want to stop sharing your CDR data. Select ''Continue'' to do so.
- Finally, you'll get a notification on the screen confirming that you've stopped sharing your CDR data with the selected accredited third party.
Alternatively, you can:
- contact us to withdraw the consent provided to us to share your CDR data with an accredited third party; or
- contact the accredited third party directly to withdraw the consent provided to them to collect your CDR data.
To manage the data you share, please follow these steps:
- Log in to the ENGIE CDR Dashboard here, or go to dashboard.cdr.engie.com.au.
- When you do so, we'll send you a One-Time Password via your nominated method (email or SMS) to complete your verification.
- Then open the menu in the top right corner of your dashboard and select ''Profile''.
- Next, select ''Personal Details''.
- Scroll down to the ''Manage data-sharing section'' and select ''Edit''.
- You can view, manage and stop sharing your CDR data from there.
IMPORTANT: We’ll never ask you to share your ENGIE login details, password, or verification code with a third party. We do not need access to consumer passwords to share data.
No. Residents of WA, joint account holders, gas account holders, customers with accounts in embedded networks or customers with unmetered supply accounts, are currently not able to share their CDR data.
If you did not receive a One-Time Password, please follow the below instructions.
If you’re verifying with email
- Check if the email is in your junk mail.
- Check if your inbox is full. If it is full, you may not be able to receive emails.
- Check that you've entered the correct email address in the verification page. If you're using Hotmail, Gmail or YahooMail, check your ''Focused'' and ''Other'' tabs.
- If the issue is still not resolved, select ''Re-send'' at the bottom of the verification page to try again.
- If these troubleshooting tips don''t work, you may need to speak to your email provider to see if they''ve blocked the email.
- Otherwise, you can confirm that we sent the email by contacting us.
If you’re verifying with SMS
- Check that you've entered the correct mobile number.
- Check that you're using the most recent code sent to your phone via SMS.
- Make sure you enter the code within five minutes of receiving it.
- Select ''Re-send'' at the bottom of the verification page to try again.
- If these troubleshooting tips don't work, you may need to speak to your service provider to see if they've blocked the message.
- Otherwise, you can confirm that we sent the SMS by contacting us.
If any of the CDR data we have shared about you is incorrect, you can ask us to correct it. We will let you know who we shared it with and how to request that your corrected CDR data is shared with the accredited third party.
You have the right to request the accredited third party you shared your CDR data with to delete or de-identify your data. Any CDR data shared with an accredited third party will be handled according to the third party’s privacy and security procedures. You should check their app or website for more information on how they handle any CDR data you have already shared with them.
No, registering under the CDR is not mandatory. It is your choice if you want to use the CDR to share your data with accredited third parties. You can also stop any data-sharing arrangements you enter into at any time.
You can view all your data-sharing arrangements through the ENGIE CDR Consumer Dashboard (dashboard.cdr.engie.com.au). You can access your dashboard by following the steps under the "How to manage your data-sharing" section above.
No. We will not charge you or an accredited third party if you choose to share your CDR Data with them.
Yes, if you still have at least one open electricity account with us you can share some CDR data for accounts closed less than two years ago. However, if you have closed your only, or all, electricity accounts with us, you will not be able to share data for that/those account/s.
Financial counsellors fall under the class of trusted advisors. You can provide consent to disclose your data to a nominated trusted advisor.
The Australian Competition and Consumer Commission (ACCC) has also released some important information relating to other people who can act on your behalf in relation to the CDR in specific circumstances. Please go to https://www.cdr.gov.au/guides/powers-attorney-and-consumer-data-right for more information.
For more information about CDR, please visit the Australian government CDR website at https://www.cdr.gov.au/.
To go directly to their frequently asked questions, visit https://www.cdr.gov.au/resources/frequently-asked-questions-consumers.
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