1. Privacy Policy
Protection of Your Privacy
This Privacy Policy and Credit Reporting Policy applies to all activities of The Embedded Networks Company Pty Ltd, trading as seene (referred to as we, us, or our). It outlines how we manage your personal and credit-related information.
Last Updated: 1 July 2021
We are committed to respecting your privacy and handling your personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth). By providing us with your personal (including sensitive) information, you consent to its collection, use, disclosure, and storage as described in this policy. Please note that this policy does not apply to information about our employees.
We may update this policy from time to time to reflect changes in legislation, technology, our practices, or customer feedback. The latest version will always be available on our website.
2. Hardship Support
At seene, we are committed to the health and wellbeing of our customers and the communities we serve. We aim to provide safe and reliable service, especially during challenging times.
If you’re experiencing financial difficulty our hardship program can help through flexible payment options, extensions, and advice.
What Is Financial Hardship?
Financial hardship occurs when you want to pay your energy bills but are unable to due to your financial situation. This could be temporary or ongoing.
Common causes include:
- Job loss
- Medical inability to work
- Unexpected home or car expenses
- Relationship breakdown
If you need support, please contact our customer service team on 1300 609 387.
3. Family Violence Support
We understand that family violence can impact both customers and employees. As a provider of essential services, we are committed to supporting those affected and protecting their account information, privacy, and personal safety.
We have a dedicated policy outlining our support for anyone affected by family violence.
Emergency and Support Contacts
- Emergency: Call 000 if you’re in danger or need immediate help.
Support Services:
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4. Complaints and Dispute Resolution
We welcome feedback—positive or negative—and are committed to resolving issues quickly and fairly. Click here for our Dispute Resolution Policy.
Contact Us:
- Phone: 1300 609 387
- Email: hello@seene.com.au
If you are not satisfied with the outcome, you may escalate your complaint to an external dispute resolution body such as the Energy and Water Ombudsman or your state’s consumer tribunal.
Billing Concerns
If you believe your bill does not reflect accurate energy usage, we can investigate the meter. A service fee may apply if the meter is found to be functioning normally.
Service Issues
If you’re unhappy with any aspect of our service, please contact our support team using the help button on our website. If the issue remains unresolved, you may contact your state’s Energy and Water Ombudsman for independent assistance.
The Ombudsman provides a free, independent service to help customers resolve disputes with energy providers.