Privacy Policy

Last updated: 6 June 2026

This Privacy Policy demonstrates our commitment to safeguarding the privacy of the personal information we handle through our website, our phone and SMS contact, and any other communication with our team (together, our Services). We value your privacy and are dedicated to protecting it in compliance with the Privacy Act 1988 (Cth), which includes the Australian Privacy Principles (APPs) and any other applicable Australian privacy laws.

In this Privacy Policy, "we," "us," or "our" refers to UtilityPilot, a trading name of NXC PTY LTD (ABN 13 678 784 819).

This Privacy Policy explains how we collect, use, disclose and store your personal information, who we share it with, where it is held, and how you can access or correct it.

1. How our service works

UtilityPilot is an energy comparison and lead generation service. We help households compare energy plans and connect with an energy retailer if they choose to switch.

When you provide your details to UtilityPilot:

• We share your contact details and energy enquiry information with our energy comparison partner so plans can be compared and options presented to you;
• Our comparison partner or its authorised representatives may contact you directly about a possible energy plan;
• If you choose to switch, your details are passed to the energy retailer you select, who completes the contract directly with you.

Where you have consented to be contacted, calls and messages may be made using AI-assisted or automated calling and messaging systems. Our service is intended for people aged 18 and over.

2. Personal information

"Personal information" has the meaning given in the Privacy Act, namely information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in material form or not.

We do not collect sensitive information (such as health information) as part of our energy comparison service.

3. Information we collect

The personal information we collect typically includes:

• Identifying information such as your name, postcode, email address and phone number;
• Information about your current energy retailer, household usage and recent energy bills (where you choose to share it);
• Details of any enquiry or conversation between you and our team, including notes from phone calls and SMS exchanges;
• Information you provide through customer surveys or feedback;
• Technical information such as your IP address, device type, browser type, and pages you view on our website, collected through cookies and similar technologies;
• Any other personal information you provide to us, directly or indirectly, through your use of our Services.

4. How we collect your information

We collect personal information directly from you when you:

• Submit our website enquiry form at utilitypilot.com.au;
• Speak with our team by phone, including calls we may make to you;
• Reply to an SMS we send you, or send us an SMS or email;
• Communicate with us in any other way.

We may also collect personal information from third parties, for example from list providers we use to identify households who may benefit from comparing energy plans. Where we do, we take reasonable steps to ensure the third party obtained your information lawfully and that you are reasonably likely to expect to be contacted by us.

5. Why we collect and use your information

We use the personal information you provide to:

• Compare energy plans available through our partner network and present options to you;
• Contact you about a potential better value energy plan;
• Connect you with an energy retailer if you choose to switch;
• Respond to your questions, requests and complaints;
• Improve our Services, including through analytics and customer feedback;
• Meet our legal, regulatory and contractual obligations.

We will only use your personal information for the primary purpose for which we collected it, or for a secondary purpose that is directly related and that you would reasonably expect.

6. Who we share your information with

We may share your personal information with:

• Our energy comparison partner, Utility Market Australia Pty Ltd (ABN 83 662 208 791), which operates the retailer panel we use and may contact you directly to discuss plan options. Utility Market handles your information under its own privacy policy;
• An energy retailer you choose to be connected with, so they can confirm a plan and complete the switch;
• Service providers that support our operations (such as website and form hosting, SMS and email delivery, AI assisted communication tools, and customer relationship management software), under appropriate confidentiality and data protection arrangements;
• Professional advisers, including lawyers, accountants and auditors, where reasonably required;
• Any party where we are required or permitted by law to disclose your information.

We do not sell your personal information.

7. How we're paid

UtilityPilot is free for households to use. We may receive a referral fee or commission from Utility Market, or from an energy retailer, when a household we refer compares plans or chooses to switch. This does not change the price you pay for your energy.

8. Storage, security and data handling

We are committed to ensuring that the personal information we collect is secure. To prevent unauthorised access or disclosure, we have implemented suitable physical, electronic, and procedural safeguards to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure, in line with current best practice.

The personal information you provide is managed by UtilityPilot. We may use third party providers for data management, data collection, hosting, communication and AI services. We take reasonable steps to ensure these providers handle your information consistently with the Australian Privacy Principles.

All personal information we collect is stored and handled in Australia.

No system can be guaranteed to be completely secure. While we take reasonable measures to safeguard your information, we cannot guarantee the security of information transmitted to or by us over the internet.

9. Marketing communications and consent

By providing your contact details, you consent to UtilityPilot and our comparison partner contacting you about energy plan offers, including the possibility of renegotiating a contract for the sale and supply of electricity and/or gas. This may include phone calls, SMS messages and emails.

Phone calls may be recorded for quality, training, compliance and dispute resolution. Where required, we will tell you at the start of the call, and recordings are retained in line with our legal obligations.

You can opt out of marketing communications at any time by:

• Replying STOP to any SMS we send you;
• Using the unsubscribe link in any email we send you;
• Telling our team during a phone call;
• Emailing hello@utilitypilot.com.au with the request.

We process opt out requests promptly and in line with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

10. Cookies and analytics

Our website uses cookies and similar technologies to understand site usage, remember preferences and improve our Services. You can disable cookies in your browser settings, although some parts of the site may not function correctly without them. We may also use analytics services that collect non identifying technical information about your visit.

11. Data retention

We retain your personal information for as long as we need it to provide our Services, meet our legal obligations, and resolve any disputes. Where we no longer need your personal information, we will take reasonable steps to destroy or de identify it.

12. Access, correction and complaints

You can request access to, or correction of, your personal information by contacting our Privacy Officer at hello@utilitypilot.com.au. We will respond within a reasonable time and at no cost to you, and we may need to verify your identity before actioning your request. In limited circumstances permitted by law (for example where access would unreasonably impact the privacy of another person, or where we are required to deny access), we may not be able to grant your request, in which case we will explain why in writing.

If you believe we have breached the Australian Privacy Principles or this Privacy Policy, please contact our Privacy Officer first at hello@utilitypilot.com.au so we can investigate and respond. We aim to investigate and resolve complaints within 30 days. If you are not satisfied with our response, you may make a complaint to the Office of the Australian Information Commissioner at oaic.gov.au or by calling 1300 363 992.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will always be available on this page with a revised "Last updated" date. We encourage you to review it periodically.

14. Contact us

For any questions about this Privacy Policy, how we handle your personal information, or to make an access or correction request, please contact our Privacy Officer at:

Privacy Officer, UtilityPilot (a trading name of NXC PTY LTD, ABN 13 678 784 819)
Email: hello@utilitypilot.com.au
Website: utilitypilot.com.au