Privacy Policy

Account information. When you create a portal account: your first name, surname, company name, email address, and a password. If you sign up using single sign-on, we receive your name and email address from your chosen identity provider instead of a password.

Contact enquiries. When you use the contact form or email us: your name, email address, company, enquiry topic, approximate number of sites, and your message.

Energy and site data. To prepare reports and provide subscriptions, we collect data about your business's electricity use:

• National Metering Identifiers (NMIs) and site addresses
• smart meter interval data (typically 30-minute readings), which you upload as a NEM12 file or authorise us to obtain from your electricity retailer on your behalf
• retail electricity contract details, tariffs and billing data you provide

This data is primarily about your business, but where you are a sole trader or the data identifies an individual, it is personal information and this policy applies to it.

Usage and device information. We use a third-party product analytics provider on our website and portal to understand how the Services are used: pages viewed, clicks, scroll behaviour, approximate location (from IP address), browser and device type, and referral source. On the marketing website this includes session replay; anything you type into forms is masked and never recorded. A cookie shared across arcadigm.com.au and app.arcadigm.com.au lets us understand the journey from website visit to signup.

Billing information. If you take a paid subscription, our third-party payment processor collects your payment card details. We do not store full card numbers ourselves.

Directly from you (forms, uploads, email), automatically (cookies and analytics as described above), from your electricity retailer or metering parties where you authorise us to obtain your data, and from your authorised representatives (for example a colleague who manages your account).

You can browse the marketing website without providing personal information. If you do not provide the information we ask for, we may not be able to provide the Services, for example we cannot prepare a report without meter data.

We collect, hold and use personal information to:

• create and administer your account and verify your identity
• prepare your Initial Opportunity Report and deliver paid subscriptions (analysis, contract comparison, bill validation, solar and battery modelling, monitoring)
• act on your instructions, for example switching a retail contract with your authority under an Energy Assist subscription
• respond to enquiries and provide support
• process payments and manage billing
• improve the Services, including through analytics
• send service messages, and with your consent, marketing about our Services (every marketing email includes an unsubscribe link, and we will action unsubscribes promptly as required by the Spam Act 2003)
• comply with our legal obligations

We do not sell personal information. We do not use your energy data for any purpose other than providing and improving the Services, unless we have your consent or are required by law.

We disclose personal information only as needed to run the Services:

• our monitoring partner: if you take the optional Monitor add-on, you authorise us to share your site and interval data with our monitoring partner, which analyses that data on our behalf to provide the monitoring insights, alerts and behavioural analytics that make up the add-on. Our monitoring partner may process this data in the United Kingdom. This sharing happens only for sites you have placed on the Monitor add-on; if you do not use Monitor, your data is not shared with our monitoring partner (see section 5)
• infrastructure and software providers who host and support the Services: our cloud database and authentication provider (hosted in Sydney, Australia), our website hosting provider (United States), our product analytics provider (United States), our contact form delivery provider (United States), and, if you use single sign-on, your chosen identity provider
• our payment processor for billing
• professional advisers, and government or regulatory bodies where required or authorised by law
• third parties you ask us to deal with, such as an electricity retailer when you authorise a contract switch, or a solar or battery execution partner you ask us to refer you to (we tell you before we make a referral)

Your account and energy data is stored in Australia. Depending on the Services you use, personal information may be processed in Australia, the United Kingdom and the United States: website analytics and contact form delivery are processed in the United States, and if you take the Monitor add-on, site and interval data for monitored sites may be processed in the United Kingdom. Before disclosing personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the APPs, including through contractual terms.

The optional Monitor add-on provides ongoing behavioural analytics on your energy use: anomaly alerts, drift notifications and operational insights. To provide it, we engage a specialist monitoring partner that analyses your data on our behalf.

If you select the Monitor add-on for a site, you authorise us to share that site's meter and interval data with our monitoring partner for the purpose of performing that analysis and returning the insights to you through the Services. Our monitoring partner may only use the data to provide those analytics to us, not for its own purposes, and may process it in the United Kingdom. If you do not select the Monitor add-on, we do not share your data with our monitoring partner. You can stop this sharing at any time by removing a site from the Monitor add-on.

We use cookies and similar technologies for authentication (keeping you signed in to the portal) and analytics (our product analytics provider, as described in section 1). Analytics traffic is routed through our own domain. You can block or delete cookies in your browser; the website works without them, though you cannot stay signed in to the portal.

We hold personal information in access-controlled cloud services. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure, including encryption in transit, role-based access, and masking of typed input in any session replay. No internet service is perfectly secure; if a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the OAIC in accordance with the Notifiable Data Breaches scheme.

We keep personal information only as long as needed for the purposes above or as required by law (for example, financial records for 7 years), then delete or de-identify it.

De-identified data and product development. We may permanently de-identify data derived from your account, energy and site data, and retain and use that de-identified data indefinitely to develop, train, benchmark and improve our products, models and services, including by building aggregated datasets. De-identification is done so that the data no longer identifies, and cannot reasonably be used to identify, you, your business, your sites or any individual, and we do not attempt to re-identify it or represent it as being about you. Once data is de-identified in this way it is no longer personal information, and this use continues even after you close your account.

You may request access to, or correction of, the personal information we hold about you by emailing hello@arcadigm.com.au. We will respond within 30 days. We do not charge for making a request.

If you have a privacy complaint, contact us first and we will investigate and respond within 30 days. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992).

We may update this policy from time to time. The current version is always at arcadigm.com.au/privacy, with the effective date shown at the top. For material changes affecting account holders we will notify you by email or portal notice.

Arcadigm Pty Ltd (ACN 699 686 112, ABN 39 699 686 112), 212 Grenfell Street, Adelaide SA 5000, hello@arcadigm.com.au.