Privacy Policy
Learn how we collect, use, store, and protects your data. Your privacy matters to us.
1. About This Policy
This Privacy Policy explains how Kairos Enterprises Limited Limited ('we', 'us', 'our') collects, uses, discloses, stores, and protects your personal information. It also outlines your rights to access and correct your information.
We are committed to handling your data fairly, transparently, and in accordance with New Zealand law, including the Privacy Act 2020 and the Telecommunications Information Privacy Code 2020.
2. Scope
This Policy applies when you:
- Contact us or we contact you
- Use our products and services (electricity, broadband, mobile, websites, apps)
- Interact with us via customer support, promotions, surveys, or social media
- Sign in using third-party login providers (e.g., Google, Facebook, Apple)
It does not apply to third-party services you may access through our platforms. Their privacy policies will govern your data in those cases.
3. What Personal Information We Collect
We collect personal information to provide and improve our services. This includes:
Identity & Contact Information
- Name, date of birth, address, email, phone number
- Passport, driver licence, and alternative contact details
Financial Information
- Debit/credit card details, bank account information
- Billing and payment history
Usage & Technical Data
- Call/text records, browsing activity, IP address
- Device details, app usage, and interaction with our networks
Communications
- Emails, calls, web chats, and social media messages
- Call recordings (stored securely for up to 7 years)
Other Information
- Employment details, medical conditions (for vulnerable users)
- Meter data (e.g., ICP number, electricity consumption)
- Marketing preferences and notification settings
4. How We Collect Your Information
We collect information:
- Directly from you and your devices
- From third parties (e.g., credit agencies, marketing partners, electricity supply partners)
- Through cookies, web beacons, and analytics tools (e.g., Google Analytics)
5. How We Use Your Information
We use your personal information to:
- Provide and manage services and accounts
- Process applications, transactions, and billing
- Conduct credit checks and debt collection
- Respond to queries, complaints, and customer care issues
- Send marketing communications (you can opt out anytime)
- Improve our products, services, and customer experience
- Comply with legal and regulatory obligations
- Support emergency services (e.g., when you dial 111)
6. Disclosure of Your Information
We may share your information with:
- Related companies and service providers
- Credit agencies, debt collectors, and advertising partners
- Emergency services, government bodies, and law enforcement
- Authorised persons on your account
- Cloud service providers (including those outside NZ)
- Data matching providers (for marketing insights; opt-out available)
All third parties are required to use your information only for the purposes outlined in this Policy.
7. Security of Your Information
We apply strict security measures and industry standards to protect your data. This includes:
- Secure servers and cloud storage
- Access controls and encryption
- Staff training and monitoring systems
Payment Card Security
We take the security of your payment card information extremely seriously and comply with Payment Card Industry Data Security Standard (PCI DSS) requirements:
- All credit and debit card payments are processed through our secure payment gateway provider, Verifone/EFTPOSNZ
- Card details are transmitted using industry-standard encryption (SSL/TLS)
- We never store your full credit card number or CVV security code on our servers
- Your card details are securely tokenized and stored by our PCI DSS-compliant payment gateway
- Only the last 4 digits of your card number are visible in your account for identification purposes
- All payment transactions are monitored for suspicious activity
When you provide your card details, they go directly to our secure payment gateway and are not stored on our application servers. This ensures your sensitive payment information is protected by multiple layers of security.
How You Can Help Protect Your Information
You can help by:
- Using strong, unique passwords
- Keeping account details confidential
- Verifying your identity when making requests
- Never sharing your card CVV code with anyone
- Reporting any suspicious account activity immediately
9. Data Retention
We retain personal information only as long as necessary:
- Billing records: 7 years
- Text messages: ~6 months
- Call recordings: Up to 2 years (or longer if required)
- Former customers: Information may be retained for reactivation or account queries
10. Your Rights
You have the right to:
- Access your personal information
- Request corrections if it's inaccurate or incomplete
- Attach a statement if we decline to make a correction
To make a request, contact us at [email protected]. We may verify your identity and advise of any applicable charges.
11. Contact Us
If you have questions or concerns, please contact us at:
12. Changes to This Policy
We may update this Policy from time to time. Changes will be posted on our website with at least two weeks' notice. Significant changes may be communicated directly.