Privacy

We’re committed to protecting your privacy.

WaterNSW's privacy practices are regulated by the Privacy and Personal Information Protection Act 1998 (NSW) and, where relevant, the Health Records and Information Privacy Act 2002 (NSW).

WaterNSW is committed to the effective management of personal and health information. This Privacy Statement endeavours to provide information in relation to WaterNSW’s management of such information.

For detailed information about how we manage and protect your personal and health information please refer to our Privacy Management Plan (PDF, 314.65 KB).

Our Privacy Policy (PDF, 92.47 KB) shows we are committed to the effective management of personal and health information.

If you have any questions about the application of this Privacy Statement, or your privacy on this website, or if you have a request to access or correct your personal or health information as held by WaterNSW please contact the WaterNSW Privacy Officer.

If you would like more information about your privacy, please visit the NSW Information and Privacy Commission’s website.

Mandatory notification of data breach scheme

WaterNSW complies with the Mandatory Notification of Data Breach (MNDB) scheme, which came into effect on 28 November 2023. Our Data Breach Policy (PDF, 276.64 KB) outlines WaterNSW’s approach to complying with the MNDB Scheme, roles and responsibilities for reporting data breaches and strategies for containing, assessing and managing eligible data breaches.

Where a data breach has occurred, and the matter has been assessed as likely to cause serious harm (an “eligible data breach”), WaterNSW must notify any affected individuals. Where notification is not possible or practical, WaterNSW must publish a public notice. WaterNSW must maintain a register of public notifications.

Any such public notices will be linked on this page of our website. There are currently no notices of eligible data breaches by WaterNSW.

Your privacy when using our website

By visiting and using waternsw.com.au, its applications and services, or otherwise providing us with your personal or health information online, you acknowledge and agree to us collecting, holding, using and disclosing your personal or health information as described in this Privacy Statement. If you do not wish to be bound by this, you should not access or otherwise use this website.

There are various ways that you may submit information to us when you use our website. Below you can find further information about how we handle your personal information, including Collection Notices where applicable:

General enquiry

If you contact us with a general enquiry, we may collect your personal or health information. This is so we can record and respond to your query. We may use your personal or health information for purposes related to your enquiry, such as offering you other products and services or improving our services to you or to send you a survey. We will not use your personal or health information for any other purpose unless it is authorised or required by law.

We may need to disclose your personal or health information to our agents, suppliers or contractors in order to answer your query. We will not disclose your personal or health information in other ways unless it is authorised or required by law.

Providing any information to use in voluntary, but if you don’t supply all the information we need, we may not be able to give you a suitable or helpful response.

We will not add your email address or name to any mailing list.

Feedback and complaints

If you submit feedback or lodge a complaint, we may collect your personal or health information. This is so we can record your feedback or complaint, get further details from you if necessary, consider your concerns and reply to you, if requested. We may use your personal or health information for other related purposes, such as improving services to you, offering you other products and services, or to send you a survey. We will not use your personal or health information for any other purpose unless it is authorised or required by law.

We may need to disclose your personal or health information to our agents, suppliers or contractors, or another government agency in order to address your concerns, and improve our services to you. We will not disclose your personal or health information in other ways unless it is authorised or required by law.

Providing information is voluntary, and anonymous feedback or complaints are still considered, but if you don’t supply all the information we need, we may not be able to properly or fully deal with the issues you have raised.

We will not add your email address or name to any mailing list. We may publish aggregated information about feedback on our website, to the extent that it does not identify or cannot be used to identify individual users.

Online forms

There are several forms on our website that can be submitted online.

If you submit a form online, we will collect your personal or health information. This is so we can process your application. We will not use your personal or health information for any other purpose unless it is authorised or required by law.

We may need to disclose your personal or health information to our agents, suppliers or contractors, or another government agency in order to assess and process your application. We will not disclose your personal or health information in other ways unless it is authorised or required by law.

Providing any information is voluntary, but if you do not provide all the information we need, we may not be able to finalise your application.

We will not add your email address or name to any mailing list.

Online portals

If you register for access to one of our online portals, such as Water Application Online (WAO), Water Accounting System (iWAS), WaterInsights and the Customer Portal – Water Market System (WMS), we will collect your personal or health information. This is to enable us to provide you with access to our online services and to receive communications from us about those services. We will not use your personal or health information for any other purpose unless it is authorised or required by law.

We may need to disclose your personal or health information to our agents, suppliers or contractors, or another government agency in order to provide you with those online services. We will not disclose your personal or health information in other ways unless it is authorised or required by law.

Providing any information is voluntary, but if you do not provide all the information we need, we may not be able to provide you with access to our online services.

We will not add your email address or name to any mailing list.

Subscribing to newsletters or other communications

If you wish to receive newsletters or other communications from WaterNSW about our services, we will collect your personal information. This is so we can provide you with those communications. We will not use your personal information for any other purpose unless it is authorised or required by law.

We may need to disclose your personal information to a service provider contracted to distribute an email newsletter or other communications. We will not disclose your personal information in other ways unless it is authorised or required by law.

Providing us with your personal information for this purpose is voluntary, but if you do not provide the information, we cannot send you any newsletters or other communications.

Website analytics

We keep track of the domains from which people visit our website, the date and time of visits, the pages accessed and documents downloaded, the previous site visited, and the type of browser and operating system you have used. We analyse this data for trends and statistics, in order to provide our customers with a better service.

We may publish aggregate information about feedback on this site, to the extent that it does not identify or cannot be used to identify individual users. We will not disclose or publish information that identifies individual machines, or potentially identifies sub-groupings of addresses.

We may need to disclose the recorded information to relevant authorities where the use of this site raises a suspicion that an offence is being, or has been, committed. We may be required to disclose information and data to relevant law enforcement agencies and to regulatory authorities such as Independent Pricing and Regulatory Tribunal, the Natural Resources Access Regulator or other government agencies and departments.

By visiting our website you acknowledge that you accept and consent to our privacy practices as outlined on this page.

Careers

Careers at WaterNSW – Personal Information Collection Notice

How WaterNSW collects and handles your personal information when you enquire or apply for a vacancy.

Purpose of collecting your personal information

WaterNSW collects any personal information you voluntarily provide for the purpose of assessing your eligibility and suitability for employment in the position you apply for or other vacancies within WaterNSW that may arise in the future.

Providing us with your personal information is not required by law. However, if you do not disclose any personal information, WaterNSW may be unable to process your application and assess your eligibility and suitability.

We will endeavour to handle your personal information in a responsible manner, in accordance with the Privacy and Personal Information Protection Act 1998 (NSW).

Types of personal information we collect

WaterNSW collects any personal information you voluntarily provide through the recruitment process. This may include your:

  • Name
  • Date of birth
  • Contact information such as mobile number, email address and residential address
  • Post code
  • Employment status
  • Employment experience
  • Educational history and qualifications

Any inclusion and diversity information you voluntarily provide will be used for reporting purposes only. If you decide not to disclose any inclusion and diversity information, the absence of this information will not impact the assessment of your application.

Our use and disclosure of your personal information

The personal information you voluntarily provide will be accessible to WaterNSW employees involved in recruitment and the assessment of your eligibility and suitability to employment vacancies within WaterNSW.

WaterNSW will not use your personal information for any purpose other than recruitment purposes.

The personal information you voluntarily provide may also be disclosed to third parties engaged by WaterNSW for the purpose of assessing your eligibility and suitability for employment with WaterNSW, or as otherwise authorised or required by law. For example, your personal information may be disclosed to third parties engaged by WaterNSW to conduct identification checks, criminal history and background checks, medical assessments (if applicable), or your nominated referees.

Accessing or correcting your personal information

You can access and correct your personal information at any time by making an application to WaterNSW at Customer Helpdesk or calling the WaterNSW Customer Service Centre on 1300 662 077 between 8am and 5pm, Monday to Friday.

Further information about privacy

If you require further information about WaterNSW's handling of your personal information or have a complaint about WaterNSW's handling of your personal information, you can contact the WaterNSW Privacy Officer.

If you are not satisfied with WaterNSW's response and would like to make a complaint, you can access further information on the IPC website.

Customer Service

Customer Service at WaterNSW – Personal Information Collection Notice

How WaterNSW collects and handles your personal information relevant to your application, approval and or licence.

Purpose of collecting your personal information

WaterNSW collects any personal information you voluntarily provide for the purpose of processing your application, or in connection with the operation of your approval or licence, your online account, your water account, managing your water licence and approvals, your water orders, water metering, customer identification, customer contact and communication, and billing.

Providing us with your personal information is not required by law. However, if you do not provide any personal information, WaterNSW may be unable to process your application, provide effective customer service, and fulfill its functions and responsibilities.

We will endeavour to handle your personal information in a responsible manner, in accordance with the Privacy and Personal Information Protection Act 1998 (NSW).

Types of personal information we collect

WaterNSW collects any personal information you voluntarily provide, which may include your:

  • Name
  • Signature
  • Date of birth
  • Contact information such as contact number, email address and residential address
  • Identification documents

Our use and disclosure of your personal information

The personal information you provide will be accessible to WaterNSW employees responsible for processing applications, providing customer service in relation to customer accounts, billing, approvals, and licence and metering enquiries. We may need to disclose your personal information to our agents, suppliers or contractors, or another government agency in order to process applications and enquiries.

The personal information you provide may also be disclosed to third parties engaged by WaterNSW for research related purposes, or as otherwise authorised or required by law. For example, your personal information may be disclosed to third parties engaged by WaterNSW to conduct customer surveys.

Accessing or correcting your personal information

You can access and correct your personal information at any time by completing the form on the WaterNSW "Manage your details" page, making an application to WaterNSW at Customer Helpdesk or calling the WaterNSW Customer Service Centre on 1300 662 077 between 8 am and 5 pm, Monday to Friday.

Further information about privacy

If you require further information about WaterNSW's handling of your personal information or have a complaint about WaterNSW's handling of your personal information, you can contact the WaterNSW Privacy Officer.

If you are not satisfied with WaterNSW's response and would like to make a complaint, you can access further information on the IPC website.

Disclaimer

The WaterNSW website contains links to other websites. WaterNSW is not responsible for the privacy practices or the content of such websites. It is the responsibility of the user to make their own decisions about the privacy practices and the content of these sites.

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