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Privacy

The AusNet Services Privacy Policy sets out how we deal with personal information. We are committed to respecting your right to privacy and protecting your personal information.

Privacy Notification – Collection of customers personal information

AusNet Services provides services to you so you can consume electricity or gas at your home, business or other premises. So we can provide these services, we collect certain information about you.

If the account with the energy retailer for your premises is in your name, we collect and store your name and contact details, including your telephone number(s) and postal address; the address of the metered premises; and your electricity and/or gas metering data. We collect your name and contact details from your retailer, and some of your metering data is provided to us by a service provider contracted to your retailer. We may collect other personal information about you, even if you are not the account holder, if that information is reasonably necessary for us to provide services to you.

We collect, use and disclose your personal information for a range of purposes, including:

(a) connecting or maintaining a supply of electricity and/or gas, including notifying you about interruptions, faults, outages, emergencies or other matters relevant to your supply;

(b) validating your requests for access to AusNet Services’ myHomeEnergy portal;

(c) verifying your identity and validating your requests for access to your metering data (or a request to authorise a third party to access your metering data);

(d) installing, supplying and maintaining meters, and providing meter reading and testing services;

(e) identifying possible technical problems and efficiency issues, and informing you of these matters and potential solutions;

(f) providing such other products or services as may be offered by AusNet Services from time to time and providing information about their availability, features and benefits, including products or services which AusNet Services offers in response to a government policy or regulatory initiative;

(g) providing billing and account management services associated with the products or services AusNet Services provides and assisting energy retailers to bill you;

(h) responding to your enquiries, or to investigate or resolve your complaints;

(i) enabling AusNet Services to comply with its legal and regulatory obligations. For example, AusNet Services may be required to collect, use or disclose personal information about you by national or Victorian laws and regulations, including the National Electricity Law, the National Gas Law, or the rules and regulatory instruments made under those laws;

(j) operating, maintaining, managing, planning and developing AusNet Services’ energy networks;

(k) business planning, network analysis and product development; and/or

(l) protecting our legal rights, investigating suspected misconduct or assisting law enforcement agencies.


If we do not collect your personal information, we are unlikely to be able to supply you with products, services and/or assistance you have requested. This may also mean your retailer cannot supply you with electricity or gas.

From time to time, AusNet Services may disclose your personal information to our related bodies corporate, energy retailers, the Australian Energy Market Operator and third party service providers, including in India and Malaysia.

Your personal information will be handled in accordance with the AusNet Services Privacy Policy and any consents you have given. The Privacy Policy details how you can access, correct or complain about the handling of your personal information, and how AusNet Services will respond to your requests or complaints.

For further information, please contact our Customer Contact Centre, or write to the AusNet Services Privacy Officer at privacy@ausnetservices.com.au or:

The Privacy Officer

AusNet Services
Locked Bag 14051
Melbourne City Mail Centre 8001
Victoria Australia

AusNet Services Metering Data Usage FAQs

AusNet Services collects data about the flow of electricity or gas to each of the premises connected to its distribution networks. This data, called metering data, tells AusNet Services how much energy is consumed at the metered site. We explain how we collect and use metering data in these FAQs.

  • Why does AusNet Services collect metering data?

    The main reasons we collect metering data are to:

    • allow energy retailers to bill customers for the energy they consume and, in the case of electricity, to enable the Australian Energy Market Operator (AEMO) to operate and administer the wholesale electricity market;
    • allow us to provide metering data services and to assist customers to better manage electricity consumption by providing greater transparency of energy usage and usage patterns; and
    • to identify unsafe supply conditions and reliability issues within our distribution networks.

    AusNet Services also collects, holds, uses or discloses metering data for other purposes referred to in our Privacy Statement and Privacy Policy.

  • How does AusNet Services collect metering data?

    The way AusNet Services collects metering data depends on the type of meter you have. For gas meters, and interval and accrual electricity meters, the data is collected manually by AusNet Services or one of its authorised meter reading agents. A meter reader comes to the supply address, inspects the meter and records the information shown on the meter. Manual meters are read at regular intervals, usually every two months for gas and every three months for electricity.

    If you have an electricity smart meter, the metering data is recorded remotely every half hour. The metering data is sent to AusNet Services electronically via a secure two-way communication link throughout the day.

  • What does AusNet Services use metering data for?

    AusNet Services collects, holds, uses or discloses metering data for the purposes referred to in our Privacy Statement and Privacy Policy.

    AusNet Services may also use or disclose de-identified metering data for network management purposes e.g. to develop new demand management products and services, or to plan network augmentations. De-identified metering data is created by removing or obscuring all information from the metering data that could be used to identify an individual.

  • How does AusNet Services store my metering data? Is it secure?

    AusNet Services stores metering data in a metering database hosted on servers housed in secure data centres and archiving facilities. Physical and electronic access to the metering database is restricted to personnel who require access in order to perform a function or activity for AusNet Services that uses metering data.

    AusNet Services takes reasonable steps to protect metering data from misuse, interference and loss, and from unauthorised access, modification or disclosure. AusNet Services’ system controls:

    • include an intrusion prevention system to prevent unauthorised access

    • segregate critical systems to separate interval data from other customer information 

    • detect tampering with metering data •

    • use data encryption to secure data sent remotely from the meter to AusNet Services' network

    • use digital certificates to authenticate meters before they can be connected to the network

    • monitor system traffic maintain a log of every operator’s activities and record user access to all telecommunications system elements handling personal information including metering data.

    All AusNet Services employees and contractors must comply with the company’s Code of Business Conduct and applicable information services policies (including the AusNet Services Privacy Policy) to safeguard information AusNet Services holds.

  • Can I get access to my metering data?

    You have rights to request access to personal information we hold about you (including metering data) if requested. Please see our Privacy Policy for details of how you can request access to your personal information, and how we will handle such requests.

    Eligible customers connected to AusNet Services’ electricity distribution network can register for the myHomeEnergy portal to access their metering data. Using this portal, if you are eligible you can access your metering data in a format that allows you to understand your consumption patterns. You can also upload your metering data to the My Power Planner application on the Victorian Energy Compare website to assess competing supply offers from electricity retailers.

    If you are a gas customer, or you have an electricity smart meter that cannot be read remotely, you may access your metering data by contacting your energy retailer.

  • What can I do if I think my metering data is not correct?

    If you believe your metering data is not correct, you should contact your electricity or gas retailer (as appropriate) in the first instance because your retailer is responsible for billing enquiries. If your retailer cannot resolve your concern, you can contact the Energy and Water Ombudsman Victoria.

    If you believe your meter may be faulty, please contact AusNet Services. As well as providing your name, address, and the nature of the fault, you will need your National Metering Identifier (NMI) (for electricity) or your Metering Installation Registration Number (MIRN) (for gas), which are printed on your bill.

  • Need more information or have queries?

    If you would like further information or have queries about AusNet Services' handling of metering data, you can:

    The Privacy Officer
    AusNet Services
    Locked Bag 14051
    Melbourne City Mail Centre 8001
    Victoria, Australia.