Privacy Policy

This Privacy Policy explains how Ecosmart New Zealand Limited ("Ecosmart", "we", "us") handles personal information about our customers and website visitors. We comply with the Privacy Act 2020 and its Information Privacy Principles. This policy is referred to in, and forms part of, our electricity supply terms and conditions.

Information we collect

Depending on how you deal with us, we may collect:

• your name, contact details and communication preferences;
• your property address and its Installation Control Point (ICP) identifier;
• electricity consumption and metering data (including half-hourly usage) for your property;
• billing, payment, bank account and card details;
• identity documents you provide so we can verify who you are (for example, images of your driver licence or passport);
• an image of your signature, where you sign our terms or other documents electronically;
• a copy of a recent power bill from your previous retailer, where you choose to upload one to help us set up your switch;
• credit information we use to assess an application or set a bond;
• information about whether anyone at the property is a medically dependent consumer, where you choose to tell us;
• any support person or alternate contact you nominate; and
• records of our communications with you, and enquiries you send through our website.

How we collect it

We collect most information directly from you — when you enquire, sign up, contact us, or use our app. We also collect some information about you indirectly, from other organisations involved in supplying your electricity:

• your metering equipment provider and its agents — meter readings and half-hourly consumption data for your property, which we use to calculate your charges and issue accurate invoices;
• the industry registry and your network company — your property's ICP details and connection information, which we use to arrange and manage your electricity supply and any switch;
• your previous retailer — switch information, such as final meter readings, which we use to set up your account and switch you without interrupting your supply; and
• credit reporting agencies — credit information, which we use to assess your application and set any bond.

Where we collect information about you indirectly in these ways, this policy is how we make you aware of that collection. Your rights to access and correct the information we hold are set out below, and our name and contact details are at the end of this policy.

How we use it

We use your personal information to:

• supply electricity to your property and manage your account;
• calculate charges, issue invoices and take payment;
• respond to your enquiries and provide customer support and consumer care;
• verify your identity, assess applications, and set and manage bonds;
• meet our obligations under the Electricity Industry Participation Code 2010 and other law; and
• improve our services.

When we share it

We may disclose your personal information to:

• network companies, metering equipment providers and the industry registry, to supply and measure your electricity;
• the Electricity Authority and, where relevant, Utilities Disputes;
• credit reporting agencies and debt collection agencies, where appropriate;
• service providers who help us operate (for example, IT, payment and mailing providers), under confidentiality obligations; and
• others where you authorise it, or where we are required or permitted by law.

Where a medically dependent consumer resides at your property, we are required to share relevant status information with distributors, traders and metering equipment providers so that the property can be identified and protected, using the industry protocols prescribed by the Electricity Authority.

Sharing with your network company

We are required to share certain information with the network company (lines company) for your area, in accordance with the Electricity Industry Participation Code 2010 and the agreements that allow us to deliver electricity to you over its network. We securely share:

• contact and account information, such as your name, contact details, property address and ICP number;
• whether a medically dependent consumer resides at your property, so the property can be identified and protected in the event of a planned or unplanned outage; and
• where the network company requests it under the terms of our agreement with it, half-hour metering information (detailed information about power consumption at your ICP).

Your network company may use this information to:

• fulfil its obligations under its agreement with us;
• communicate planned network outages;
• manage unplanned network outages safely;
• manage network-related faults;
• support customer works and delivery;
• calculate network charges;
• perform network planning;
• meet regulatory reporting requirements; and
• where relevant, enable the distribution of dividends and discounts.

You can find out which network company serves your address on the Electricity Authority's website. For more information about how your network company uses your information, or to request access to or correction of the information it holds about you, please contact your network company directly.

Storing and protecting your information

We take reasonable steps to keep your personal information secure and to protect it against loss, misuse and unauthorised access. Some of our service providers may store information on secure servers located overseas; where they do, we take reasonable steps to ensure comparable privacy protections apply. We keep information only for as long as we need it, or as required by law. This includes copies of any identity documents you provide, which we hold securely and retain only for as long as we need them to verify your identity and keep proper records of your application.

Accessing and correcting your information

You have the right to ask for a copy of the personal information we hold about you, and to ask us to correct it. Please make sure the information you give us stays correct and up to date. To make a request, contact us using the details below.

Complaints

If you have a privacy concern, please tell us first — call 07 595 0001 or use our contact form. If you are not satisfied with how we handle it, you can contact the Office of the Privacy Commissioner on 0800 803 909 or at privacy.org.nz.

Changes to this policy

We may update this Privacy Policy from time to time. We will give at least 30 days' notice of changes on our website, including the reasons for any change.

Contact us

• Phone: 07 595 0001
• Online: ecosmart.co.nz/contact
• Post: Ecosmart New Zealand Limited, 8 Hounsell Road, Burbush, Hamilton 3200

Last updated 17 July 2026.