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Privacy statement


This privacy policy statement covers personal information and other information:

  • collected on the Utilities Disputes|Tautohetohe Whaipainga (UDL) website:  eg: web complaint and/or Live Chat.
  • provided to the office through means such as standard mail, telephone, and electronic mail and/or electronic messaging.
  • collected by CCTV camera on UDL premises.


Personal information:

  • personal information is information about an identifiable individual and includes your name, address, email address, and telephone numbers.
  • we collect information about you whenever you choose to interact with us such as when you visit our website and enter information or when you contact us by telephone, email, post or in person.
  • we may collect information that others have provided with your consent.
  • there are a few places on this website where you can choose to give us personal information, such as emailing an enquiry or complaint to us, or making a submission during a public consultation.
  • we do not collect personal information about you if you only browse our website.


Privacy Principles:

  • we collect, use, and disclose personal information as necessary to fulfil our purpose of investigating and resolving complaints against providers.
  • we will only use personal information you provide to us for the purposes for which you supplied it or, in certain situations, for other reasons allowed under the Privacy Act 2020.
  • UDL will hold personal information you provide. We may share this with third-party contractors who provide services for UDL, including cloud-based server storage, administration, and improvement services. New Zealand law governs the arrangements between us and our database provider. 
  • we are responsible for security of the personal information you have provided to us, regardless of where, or with whom, it is securely stored. 
  • we generally do not share your personal information with organisations not related to UDL unless this is necessary to look into a complaint or dispute. Personal information may be required to be shared by law and/or for legal or safety reasons. 


Use and disclosure:

  • personal information will be used throughout the complaint process to resolve the complaint and will be shared between the parties to the complaint when necessary.
  • we may share personal information with external parties during the complaints process in order to carry out our investigation. This may include subject matter experts or other entities or persons relevant to the complaint.
  • personal information may be used internally to improve service delivery and performance management, or for statistical or research purposes. 
  • if you send us information intended for your provider, we will forward the information to your provider unless you inform us that you do not want that to happen.
  • calls are usually recorded and analysed for quality assurance purposes.
  • the CCTV on premises operates continuously for safety and security purposes.
  • we may access and retain footage captured by CCTV camera for the safety and security of UDL staff and belongings. Footage may be relied on in any proceedings related to these purposes. Footage is routinely erased within two months of recording, unless retained for the aforementioned purposes.
  • if you make a submission to UDL during a public consultation, we are likely to publish your submission, as part of the consultation process.
  • we may analyse non-identifiable web traffic data to improve our services. 
  • UDL, and our domain administrator and cloud-based web-services provider, will hold the information you provide.
  • we may use and publish your anonymised data for education purposes for providers, consumers and the general public and as part of fulfilling our purpose of resolving complaints.
  • we may send anonymised copies of proposed recommendations, recommendations, and decision to third-parties.
  • we will not share your private information with any media outlet without your approval. We may share aggregated data when we believe it is relevant.


Your rights and choices:

  • we will provide you with access to personal information that we hold about you, unless there is good reason not to (see section 46 of the Privacy Act). If we hold information about you that is incorrect, please ask us to amend it via any of our communication channels.
  • to protect everyone’s privacy, we may have to verify that you are who you say you are before we can give you access to, or change, information about you.
  • you may opt out of any further contact from us.
  • if we do not hold the information you are looking to access or correct, we will try to redirect you to the appropriate party.
  • visit the Privacy Commissioner's website for more information about your rights.


Important information:

For any further explanations of what we do with your information, please contact us.


How to contact us


Last updated:

This page was last updated on 16 November 2023