RTA Weipa is the operator of the electricity supply network at Weipa and part of the Rio Tinto Group. Our Privacy Statement explains the kind of information we collect about you, why we need and use it, and the types of companies we share it with.
Most of the information we collect is provided by you directly – like your name, email, date of birth and phone number. However, if you authorise someone to act on your behalf, we may also collect your personal information from them.
For some services we collect information that is more sensitive in nature (eg. we collect health information related to the need for life support). We will only collect, use or disclose your sensitive information if we need it and with your consent, or if we are required to by law.
We use your information so we can provide you with electricity services. We also use it for other reasons, like managing your account, and for operational and legal purposes. We share your information with other members of the Rio Tinto Group and with third parties who support us to provide services to you. For example, the service providers to take your card payments on our portal or over the phone, the operator of our customer service centre and the people who manage our billing services. Sometimes that means your information may be located outside of Australia.
We take reasonable steps to protect your information and keep it secure. If you have a question about how we handle your personal information, if you want to access or correct it, or if you have any concerns, you can contact us by:
06 Nov 2023
Your privacy is important, and we aim to be clear about how we manage your personal information. RTA Weipa is the operator of the electricity supply network at Weipa and part of the Rio Tinto Group. We handle your personal information in accordance with the Privacy Act 1988 (Cth) (Australian Privacy Act) and Rio Tinto’s Data Privacy Standard. This privacy statement describes how your personal information is handled by RTA Weipa for the purposes of providing and managing your electricity supply at Weipa. In this privacy statement RTA Weipa, we, us or our means RTA Weipa Pty Ltd (ABN 54 137 266 285). Other definitions are in section 12.
The type of information we collect will depend on the nature of our interaction with you, as a customer of the electricity supply network at Weipa.
The kinds of personal information we may collect includes, without limitation, your name, telephone number, email address, date of birth, supply address, mailing address and postcode (if different), previous addresses, forwarding address (for disconnections), concession or discount entitlements, forms of identification (such as driver’s licence, proof of age card or passport), ABN (if applicable), whether you are employed by RTA Weipa, information about the services provided to you (such as metering data, property identifiers, property owner details), payment details, financial hardship information, login details to our customer portal, and other information where required by law.
If you are an authorised representative of a customer, we may also collect your address and contact details and the relationship with our customer.
If life support equipment is used at your supply address, we may collect health information related to the need for life support.
We will collect the details and history of other interactions that you have with us, and any other information that you choose to give us (such as your such as your opinion, questions, complaints, preferences, and private life information relevant to the supply of services or your account).
Before you provide us with personal information relating to someone else, please ensure you have that person’s consent to do so. By providing us with personal information relating to another person, you represent to us that you have obtained the consent of that individual to provide us with their personal information for the purpose.
We collect personal information directly from you when you give it to us. This might be through our customer portal, by telephone, by letter or email, on forms or in person. We may also collect your personal information from your authorised representative (if any), or other third parties with whom we have business relationships (such as debt collectors).
We use your information to provide our electricity supply services to you, manage our business and comply with the law. This includes activities such as:
We share your information with third parties that assist us to carry out our business and deliver our services or where the law otherwise allows us to do so. We ask all third parties that act on our behalf to take appropriate measures to protect the personal information we disclose to them and to comply with contractual privacy obligations. These third parties include:
Key service providers that help us to administer and deliver our electricity services to you are:
| Service provider name | Address | Services provided |
| Smart Building Services Pty Ltd (ABN 49 113 901 732) | Unit 4, 59 Beattie Street, Kallangur, QLD 4503 | Electricity metering services |
| Accenture Australia Pty Ltd (ABN 49 096 776 895) (Accenture) | 3 Sussex Street, Barangaroo, NSW, 2000 | Services that include billing, payment and reconciliation management, complaint management, customer support and debt collection |
| Worldline Australia Pty Ltd (ACN 645 073 034) (ANZ Worldline Payment Solutions) | Level 15, 727 Collins Street, Melbourne, VIC, 3000 | Secure payment gateway services including credit card transaction processing |
| Windcave Inc. (Windcave) | Level 3, 98 Anzac Ave, Auckland, New Zealand | Processes card payments made via phone |
We or our service providers may disclose your personal information to third parties located overseas (eg. if data is stored overseas or our service provider uses services outside of Australia). In particular:
We store personal information in hardcopy and electronic form in secure systems, environments and buildings. We have physical, technical and organisational security measures in place that are intended to control access to and protect, the personal information. When we use third parties to process personal information (such as cloud storage providers), we require them to take appropriate measures to protect it in accordance with applicable laws. We hold personal information for as long as we need it for our business purposes or as allowed or required by law.
When you open an account with us for the supply of electricity, we collect and store your credit information which includes your name and contact details, date of birth, other identification information, your repayment history and any payment arrangements you may make and financial hardship information you may provide to us. Under the Australian Privacy Act we are a ‘non-participating credit provider’ and so this Privacy Statement and our Data Privacy Standard set out how we manage your credit information.
You can access and view your account and billing information and update your contact and payment details by logging into your account on our customer portal. To do this go to https://www.WeipaElectricity.riotinto.com/RTACSP/Login/Login You can also ask us for a copy of personal information that we hold about you or ask us to update or correct personal information. To do this, use the details in the ‘Contact Us’ section. If your request is complex or we will incur extra costs in carrying it out, we may charge you a reasonable fee for preparing the information. If there is a fee, we will let you know, and you will need to pay it before we start addressing your request. We will try and make your information available within 30 days after you ask for it unless we refuse access. If we refuse access or only allow access to some information, or if your information does not need correcting, we will tell you why in writing. We will confirm your identity before giving you access to your personal information or making any updates that you have requested.
If you are concerned about our handling of your personal information, please call our customer service team on [1800 431 423, (Monday to Friday: 9:30am to 3:30pm AEST) or email us. We will look into the issue and try to fix it straight away. We aim to respond to privacy complaints promptly and to resolve them within 30 days. However, if your complaint is complex and we need more time to investigate it, we will contact you and let you know. If you feel your complaint or question is not being handled in the way you expect, you may request to have your complaint reviewed by a Rio Tinto representative at a higher level to the initial representative who handled the matter. You can read more about how we handle complaints in our Complaint and Dispute Resolution Procedure available at www.WeipaElectricity.riotinto.com/RTACSP/Policies/Policies
However if you continue to be dissatisfied, then you may take your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or, to the Energy and Water Ombudsman Queensland (EWOQ) at www.ewoq.com.au.
Key service providers that help us to administer and deliver our electricity services to you are:
| Customer Service Team | 1800 431 423 Monday to Friday 9:30am to 3:30pm AEST |
| Weipa.Electricity@riotinto.com | |
| Post | RTA Weipa Pty Ltd , C/- Weipa Post Office, Lorim Point, Weipa QLD 4874, Australia |
| Interpreter service | If you do not speak English, call the telephone interpreter service (TIS National) on 13 14 50 |
| Relay service | If you are hearing or speech impaired, use the Telephone Typewriter (TTY) National Relay Service on 13 36 77 |
Sometimes we update this Privacy Statement (eg. if our practices change or to stay up to date with changes to laws). You can always find the most up to date version on this portal.
The Rio Tinto Group’s Data Privacy Standard sets out how Rio Tinto complies with its privacy obligations as a global organisation. This includes the Australian Privacy Act and other applicable data privacy laws in its operating locations overseas. If you would like to understand more about privacy at Rio Tinto generally, you can access the Data Privacy Standard at: https://www.riotinto.com/en/sustainability/policies
Rio Tinto Limited is a company registered in Australia with company number ACN 004 458 404 and registered office at 360 Collins Street, Melbourne, Australia 3000.
Rio Tinto plc is a company registered in England and Wales with company number 00719885 and registered office at 2 Eastbourne Terrace, London, W2 6LG.
Rio Tinto Group means all businesses which are wholly or majority owned or managed by Rio Tinto plc or Rio Tinto Limited.
If you do not speak English, please call the telephone interpreter service (TIS National) on 13 14 50 to arrange an interpreter.
If you are hearing or speech impaired, please use the Telephone Typewriter (TTY) National Relay Service on 13 36 77.
