Privacy Collection Notice

Protecting your privacy is important to us. This Notice explains how we collect, handle and safeguard your personal information when you sign up for an Arcline by RACV – Energy plan.

Arcline by RACV – Energy is a trading name of the licenced energy retailer Energy Locals Pty Ltd (ABN 23606408879) who is referred to in this Notice as ‘Arcline’.

When you purchase an energy plan, your personal information is collected by Arcline, as the seller of electricity and/or gas under your energy plan. Your personal information is also collected by the Royal Automobile Club of Victoria (RACV) Limited, ABN 44 004 060 833. Information may be shared between Arcline and RACV and to third parties to deliver services to you.

A reference to ‘we’, ‘our’ or ‘us’ in this Notice is a reference to both Arcline and RACV.

By signing up to an Arcline energy product and/or providing your personal information to us, you agree to the collection, use and disclosure of your personal information in accordance with:

1. Energy Locals’ Privacy Policy available at energylocals.com.au/privacy-policy; and
2. RACV’s Privacy Charter available at https://www.racv.com.au/about-racv/corporate-governance/legal/privacy-charter.html

We handle your personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles. Further information on how and why your personal information is collected, how it is stored and circumstances on how and why it may be disclosed is described below and detailed in these policies.

1. Why we collect personal information

To supply products and services

We gather information about you in order to present you with products and services that are efficient and meet your needs, allowing you to do more good with your energy. When you apply for an Arcline plan, we will use and disclose your personal information to set up and maintain your electricity and/or gas supply under your energy plan and send you relevant information about your account. In addition, we will use and disclose your personal information to confirm your identity and to carry out credit checks. After your account is set up, we will use your personal information to manage your account, including receiving payments, collecting debts and communicating with you (including handling complaints).

To help you make the most of your energy plan, we collect energy consumption data and may collect information about your home or buildings to give you insights and tips about energy consumption within your home.

We only collect sensitive information, such as limited health information, about you with your consent and only as required to provide you with services to meet your needs.

If we are unable to collect personal information from or about you, we may not be able to provide our products or services to you, respond to your enquiries, verify your identity or engage in other dealings with or for you.

To improve our product and service quality

We may conduct data analytics on the personal information you provide and details of your interactions with Arcline, to help us assess our business performance and to improve our products and services, our marketing and your experience. We collect information about how you use the Arcline website, app, products, and services. In some situations, RACV may share this information with business partners and service providers, such as web developers, in a form that doesn’t identify you.

We may also use your personal information, and information about the way you use our products and services and interact with RACV, for research and development purposes.

To communicate with you

We are dedicated to providing you with the best service possible. We may contact you from time to time with information about new products or services that we believe will benefit or interest you and to seek your feedback on our current products and services for research and development purposes.

We know that many of our customers will be curious about our results. We may contact you from time to time to let you know how we are doing and what we have accomplished.

To ensure our compliance with relevant legal and regulatory obligations we may from time to time utilise your data to respond to information requests from regulatory organisations.

2. Disclosure of your personal information

Arcline will share your personal information with RACV for the purposes described in this Notice.

We may need to share your information with third parties to deliver you energy and energy services under your energy plan and to maintain the software we use to handle and store your personal information. Personal information may also be disclosed to third parties to assist with marketing and research to evolve and improve products and services.

Where we share information, we have taken appropriate steps to ensure acceptable security arrangements are in place to protect your information.

Where information is passed overseas, it will also take place using secure transfer and storage methods. The countries to which it may be necessary for us to transfer personal information includes the United States of America.

3. Credit Checks and Credit Related Information

As Arcline provides services to you on credit (that is, you will pay for those products or services after we start providing them to you), Arcline may need to perform a credit check in order to determine your creditworthiness.

The type of credit related information that Arcline may collect from you directly, or from third parties, including from credit reporting bodies and other credit providers, may include:

• identification information including your name, address, contact details, gender and date of birth;
• proof of identify documentation; and
• credit eligibility information including;
• any credit score or assessment that a credit reporting body can provide to them;
• your credit history (including any repayments or late repayments you have made);
• details of any credit you have sought or obtained from other credit providers;
• details of any credit related court proceedings or insolvency applications that relate to you.

The credit reporting body we disclose your credit related information to is Equifax Australia Information Services and Solutions Pty Limited (Equifax).

You can contact Equifax or visit their website to see their policies on the management of credit related information.

Equifax Australia
GPO Box 964, North Sydney NSW 2059
www.equifax.com.au/credit-reporting-policy

Please see the credit reporting policy within Energy Locals Privacy Policy for more information on how we manage and disclose your credit information, and how you can ask to access any credit information we hold about you.

4. Direct marketing

Arcline and RACV may use your personal information to tell you about other products and services, discounts, special offers, competitions and invitations to special events. If you do not wish to receive any marketing material from RACV, you can withdraw your consent by contacting RACV on 13 15 60 or by using the unsubscribe function if you have received marketing material electronically.

Got a question or complaint?

The RACV Privacy Charter explains how RACV generally collects and handles personal information and has up-to-date information about how you can get access to, and ask RACV to correct your personal information. It also explains how to lodge a complaint if you’re not happy with how RACV has managed your personal information.

Further information about how Arcline manage personal information is available in the Energy Locals privacy policy, click here.

For further information about how we handle complaints, click here.

If you wish to make an enquiry or complaint to us regarding privacy matters, please contact Arcline at support@energy.arcline.com.au, 1300 884 849 or write to:

Arcline by RACV – Energy
2/11 Newton St,
Cremorne, Victoria 3121

We will respond to your complaint within 30 days.

If you are dissatisfied with a response you receive from us, you may take your complaint to the Office of the Australian Information Commissioner (OAIC). Details of how to contact the OAIC are located at www.oaic.gov.au/about-us/contact-us.

28 May 2025