Privacy Statement
Aqwest – Bunbury Water are committed to protecting your privacy and this Policy outlines how Aqwest (Bunbury Water Corporation) manages and protects your personal information. We ensure your personal information is always handled securely and in accordance with the Privacy and Responsible Information Sharing Act 2024 and relevant regulations.
1. Aqwest's Services Involving Personal Information
Aqwest provides sustainable, high-quality drinking water and related services to properties across the Greater Bunbury region. We may collect personal information in order for us to effectively deliver our services including providing water services, managing water accounts, processing payments, reading and maintaining water meters, responding to faults and inquiries, and administering water efficiency or concession programs.
If you rely on essential uninterrupted water services, have specific vulnerabilities or require special support, we may need to collect certain sensitive personal information so we can provide the right support and meet our responsibilities to you. If you choose not to share this information with us, we may not be able to offer essential service assistance, provide important updates, or properly respond to the issues you raise. Refer to point 5 for further information.
2. What, Why and How We Collect and Use Your Personal Information
What we collect: Your name, contact details, property address, and water account details.
Why we collect it: We collect information to help us provide, maintain and improve your water services.
How we collect it:
Directly from you - via our website forms, in person, phone calls, mail, electronic mail, surveys or the Aqwest Website.
From others - where you authorise it or where the law permits (for example other public entities, local government, or our contracted service providers who support our operations).
Via our systems and devices: for example, meter data, service fault logs, operations systems and security systems e.g. CCTV.
Our Officers or service providers may also collect information during incident responses, compliance activities, engagement activities (e.g. surveys) or when managing access to operational areas.
3. Disclosure and Sharing Your Personal Information
We use your personal data to run our water services, issue bills, fix issues, and carry out other related tasks you'd normally expect.
We only share your information when it is necessary to provide services or meet our legal duties:
With our service providers and contractors: from time to time we outsource operational support (e.g. mailing houses or IT hosts), under strict contracts requiring them to keep your information secure.
Across government and with other authorised bodies: Shared with other public entities, local governments, or authorised third parties only when the law permits it for responsible government information sharing, or when you have given us explicit permission.
4. Use of Collection Notices
When we collect your personal information from you, we will provide a "collection notice or statement." This will explain what personal information we are collecting, why it is being collected and what will happen to your personal information over time, thereby ensuring you are fully informed.
5. Choosing Not to Identify Yourself
In most circumstances we need to know who you are to provide you with specific water services, issue accurate bills, or investigate account issues, complaints or faults. Where it is possible to engage with you without identifying you, we will provide you with that option.
6. De-identifying Your Information
We may de-identify your information and take steps to minimise the risk of re-identification and ensure de-identified information is handled legitimately and appropriately.
7. How We Use and Maintain Website Privacy
When you visit the Aqwest Website, we may collect anonymous data and use cookies to improve your user experience. Personal information is only collected on our site when you voluntarily submit it (e.g., through an online contact form, billing inquiry, or supplier registration).
8. How We Ensure Security of Your Personal Information
We use a combination of administrative, technical and physical safeguards to protect your information from misuse, loss, and unauthorised access or disclosure. We also follow the State Records Act 2000. We administer retention and disposal schedules and securely destroy or de-identify information that is no longer required for lawful business or operational purposes.
9. Use of Artificial Intelligence and Automated Decision Making
We may use Artificial Intelligence (AI), which includes Automated Decision Making and related technologies to help improve our services. Where AI tools are used, we take steps to ensure they are used responsibly, securely, and in line with applicable privacy legislation.
10. Your Right to Access and Correct Information
You have the right to request access to the personal information we hold about you and to ask us to correct any inaccuracies. You can request legitimate changes or updates to your details at any time by contacting us.
Under the Freedom of Information Act 1992 (“FOI Act”) you are also able to request access to, and correction of, your information held by us, you can:
Access: You can ask for access to the personal information we hold about you.
Correction: You can ask us to correct information that is inaccurate, incomplete or out of date.
Transparency: We will explain how we handle your information and who to contact for help.
11. Notifiable Information Breaches
From 1 January 2027, in the rare event of a serious data breach that may cause harm, we will notify the WA Information Commissioner and affected individuals and act promptly to reduce any risks, as required under the PRIS Act.
If you have a concern about a Privacy breach or complaint, please contact us immediately.
How to Contact Us
If you have any questions, wish to access your personal information, or want to make a privacy complaint, please get in touch:
Phone: 08 9780 9500
Email: [email protected]
In Person: Visit our Water Services Centre at 2 Hayes St, Bunbury WA 6230
(Office hours: Monday to Friday, 9:00 am to 4:00 pm)
Definitions
What Is Personal Information?
Personal information is defined in the PRIS Act as "information or an opinion, whether true or not, and whether recorded in a material form or not, that relates to an individual, whether living or dead, whose identity is apparent or can reasonably be ascertained from the information or opinion". The PRIS Act sets out a non-exhaustive list of examples of different types of personal information.
Put simply, if your identity can be reasonably ‘worked out’ from the information or an opinion, it is your personal information. Importantly, personal information:
Does not have to be true
Does not have to be written down or recorded
Can be related to you directly or indirectly
Can relate to a person who is alive or deceased.
A subset of personal information can be sensitive. Sensitive personal information includes information about your race or ethnic origin, gender identity, sexuality, political opinions or association, religious or philosophical beliefs, professional or trade union memberships, criminal record, and health, genetic, genomic or biometric information.
The PRIS Act contains additional rules that apply to regulated entities when they handle sensitive personal information. If you are unsure whether information is personal information or sensitive personal information, our website resources may assist you.