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Privacy Policy

Nova Energy website Privacy Policy 

Nova Energy is committed to protecting our customers’ personal information. This Privacy Policy will help you understand how we collect, use and protect your personal information when you visit our website and/or use our energy and energy-related services (such as electricity, natural gas, LPG and services related to those products, including the rental of any energy supply equipment). 

By using this website, you acknowledge that you have received notice of this policy. 

In addition to our Privacy Policy, our website Terms of Use applies to your use of this website. Please read it in conjunction with this policy. 

Personal Information

In order to supply you with energy and energy-related services, we need some information from you. The types of personal information we collect from you will depend on the circumstances in which you provide your personal information and the type of energy and energy-related service that you have requested from us.

In general, the personal information that we may collect about you includes, but is not limited to your name, your contact details (including phone numbers, email addresses and physical address) and your banking details.  

If you provide personal information to us about another person (such as a spouse or relative) then you are responsible for making that individual aware that you have disclosed their personal information to us and that we can use their information as set out in this policy. Please direct them to this policy.

If you choose not to provide us with your personal information then we may not be able to provide you with our energy and energy-related services.

Uses of Personal Information

Unless we have your permission (or it is otherwise required by law) your personal information will only be used by us for purposes related to supplying you with energy and energy-related services, including, but not limited to:

  1. confirming your identity, creditworthiness and other aspects of our assessment of your application to become a customer, or to continue to supply you with energy and energy-related services;
  2. contacting you with updates and news regarding our website, our energy products and energy-related services;
  3. invoicing, account maintenance and on-going credit control activities; and
  4. improving our customer services and for carrying out market research.

You may, at any time, elect not to receive marketing or promotional emails from us.

Protection of personal information

We will take all reasonable steps to ensure that any personal information we collect, use or disclose is secure, accurate and up to date and is protected against loss, theft and unauthorised use or modification. 

Third Parties

We will not disclose, sell, distribute or share your personal information with third parties, except where we are required to do so by law, or where authorisation has been given by you. In order to fulfil the purposes listed above, we may disclose your personal information to (but not limited to) the following:

  1. agents who are responsible for carrying out, on our behalf, any of the purposes' listed above, including our associated metering companies;
  2. the Electricity Authority, the Commerce Commission, the Electricity and Gas Complaints Commissioner Scheme, or any other industry regulator, industry body or complaints scheme;
  3. credit risk assessment agencies (credit reporters) / debt collection agencies; and
  4. other energy retailers.

Also, if you have told us, or it appears to us, that you are reliant on electricity to prevent a clear threat to your health and wellbeing or you have mains powered critical medical equipment, we may also disclose your personal information to Work and Income, District Health Boards and other social agencies and private health providers.

Where we disclose your personal information to third parties for the above purposes, this will be on a strictly confidential basis.

Updating your personal information

You have the right to seek access to and to update the personal information that we hold about you. If you make an access request we will ask you to verify your identity.  If you would like to seek access to personal information that we hold about you or if you have any questions of complaints about how we collect, use, disclose, mange or store your personal information, you can contact us. 

Links to other websites

Our website provides links to other websites for your convenience and assistance. If you use these links then you will leave our website. Please note that these websites may have different security and privacy policies and we do not accept any responsibility and/or any liability for any information that you divulge to these websites and how these websites or the organisations that own and manage those websites may collect or use your personal information.

Google Analytics

We use services such as Google Analytics, which will issue cookies from their own servers, to track non personal information about visitors to our website. 

We do not control how those cookies are issued, or the data that they store. Please refer to the Google Analytics Privacy Policy for more information.

Changes to our Privacy Policy

We may from time to time and at our discretion review and update this policy, including taking account of any change in law, new technology and/or changes to our operations. All personal information held by us will be governed by the most recent policy. Any changes will take effect immediately once they are posted on our website.  We will also specify the date of the last update.

We recommend that you routinely review our Privacy Policy.


September 2014