Privacy
Protection of your privacy
This Privacy Policy and Credit Reporting Policy applies to all of the activities of The Embedded Networks Company Pty Ltd, trading as seene (referred to as ‘us’/’our’/or ‘we’). It describes how we manage personal information and how we handle credit-related personal information.
This policy was last updated on 1 July 2021.
Privacy Policy
We are committed to respecting your privacy and protecting your personal information in accordance with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). This Privacy Policy explains how we deal with your personal information and how to contact us if you have queries about our management of your personal information. By providing us with your personal information (including your sensitive information), you consent to the collection, use, disclosure and storage of that personal information as set out in this Privacy Policy. This Privacy Policy does not cover personal information collected or held by us about our employees.
We may revise this policy from time to time. When we revise this policy, we will publish the revised version on our website.
Can the ways in which we use your information and the conditions of use be changed?
Periodically we will update this Privacy Policy to reflect changes to privacy legislation, technological changes, company policy and customer feedback. You should refer to our website from time to time to view the current version of this Privacy Policy.
Hardship
seene is committed to protecting the health and safety of our members among all of the communities where we operate, ensuring a safe and ongoing service.
If you have been impacted by financial hardship due to COVID-19, our hardship program helps those customers experiencing financial difficulty through flexible payment arrangements, extensions and advice.
At seene we understand that sometimes you need help and a little flexibility with your energy bills.
What does hardship mean?
Hardship is when you’d like to pay your energy bills but, because of your financial situation, you can’t. This might be for a short time or it might be ongoing.
There are many reasons for financial hardship:
- losing your job
- not being able to work for medical reasons
- unexpected expenses relating to your home or your car
- a relationship breaking down
When unplanned events have an impact on your finances, keeping on top of everything can be a challenge.
Please get in contact with our customer service team on 1300 609 387.
Family Violence Support
Seene offers additional support to customers and employees experiencing family violence.
We recognise that our customers and employees may be affected by family violence. As an essential services provider, we understand that family violence can cause difficulties with bill payments, and we acknowledge that we have an important role to play in protecting your account information, privacy and personal security.
We have a policy that sets out our commitments to customers and employees affected by family violence.
Please remember to always call 000 if you’re experiencing an emergency or feeling unsafe.
If you need additional support, please refer below to the following external support services available across Australia.
1800 RESPECT
If you’re suffering from sexual assault or domestic/family violence, 1800 RESPECT is open 24 hours a day.
Phone: 1800 737 732
Website: 1800respect.org.au
MensLine Australia
If you’re a man experiencing emotional health and/or relationship issues, MensLine is here to help anywhere, any time.
Phone: 1300 789 978
Website:mensline.org.au
Women's Resource Information and Support Centre (WRISC) Aboriginal Family Violence Program
WRISC strongly believes in understanding and respecting Aboriginal and Torres Strait Islander cultures and our shared history as Indigenous and non-indigenous Australians.
Phone:(03) 5333 3666
Website:wrisc.org.au/aboriginal-family-violence-program.php
QLife
If you’d like to talk about sexuality and identity, gender, bodies, feelings or relationships, QLife provides anonymous and free LGBT peer support.
Phone:1800 184 527
Website:qlife.org.au
Kids Helpline
Kids Helpline is Australia’s only free, private and confidential 24/7 phone and online counselling service for young people aged 5 to 25.
Phone:1800 551 800
Website:kidshelpline.com.au
Complaints and Resolution
At seene we always welcome feedback may that be positive or negative. We have outlined our dispute resolution process below. However, you can contact us on 1300 609 387 or email us at hello@seene.com.au. If the matter can’t be resolved with us directly, you have access to external dispute resolution may that be the ombudsman or dispute tribunal within your state.
What if I’m not happy with the consumption that is being read?
If you have a concern that the consumption that appears on your bill is incorrect, you may ask us to investigate the meter. If we investigate the meter and find that it is performing normally, we will apply a charge for that service.
What if I have a problem with the services provided?
We value you as a customer and we will do everything possible to make sure you are happy with our service. If you are concerned with any of the services we provide, we ask you to please contact our customer support team (use the help button) and they will do everything they can to assist. You have the right to make contact with the relevant consumer tribunal or Ombudsman in your state at anytime. We are proud of our levels of service and will work hard to address your concerns.
The Energy and Water Ombudsman in each state is a free and independent service that can provide information, advice and assistance to customers. If a Complainant in not satisfied with Seene’s response or investigation about a lodged complaint or wishes to seek independent advice about it, the Complainant may contact the relevant state Energy Ombudsman at anytime for assistance or review of the outcome of the complaint.
Full list of ombudsman details are listed below in the PDF link.