EV Network Australia Pty Ltd, ABN 69 703 208 039 (we, us, our) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, hold, use and disclose personal information when you use the e-Charg mobile application, our website and related services (the Services).
We handle personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs). By using the Services, you acknowledge that you have read and understood this Policy. This Policy should be read together with our Terms and Conditions.
1. Scope of this policy
This Policy applies to personal information we collect about users of the Services, visitors to our website, and individuals who contact us. It does not apply to information collected by third parties (including Site Operators or payment providers) under their own privacy policies, even where you access those services via our App.
2. Personal information we collect
The kinds of personal information we collect depend on how you interact with us. We generally collect:
2.1 Information you provide directly
- Identity and contact details: name, email address, mobile number, postal address.
- Account credentials: username, password (stored in hashed form), and security questions.
- Vehicle information: vehicle make, model, year, connector type, and (if you choose to provide it) registration or VIN.
- Payment information: name on card, billing address, and the last four digits and expiry of your card. Full card numbers are collected and stored directly by our payment processor, not by us.
- Communications: messages and information you send to our support team, including any attachments.
2.2 Information collected automatically
- Location data: your device’s GPS location (when the App is open or running in the background, if you have granted that permission) so we can show nearby Charging Stations and route you to them.
- Charging Session data: the Charging Station used, start and end times, energy delivered (kWh), session cost, and any error codes.
- Device and technical data: device type, operating system, unique device identifiers, IP address, mobile network, app version, crash logs and diagnostic data.
- Usage data: features accessed, screens viewed, in-app actions, and the date/time of those actions.
2.3 Information from third parties
- Site Operators: data about Charging Sessions you initiate at their stations, including station status, faults, and session outcomes.
- Payment processors: confirmation of payment, tokenised card identifiers, and fraud-screening signals.
- Identity verification providers: where required for fraud prevention or regulatory reasons.
- Public sources and social media: where you contact us via those channels.
2.4 Sensitive information
We do not generally collect sensitive information (as defined in the Privacy Act). If we ever need to collect sensitive information, we will obtain your consent unless an exception under the Privacy Act applies.
3. How we use personal information
We use personal information for the following purposes:
- Providing the Services: creating and managing your Account, locating Charging Stations, initiating and managing Charging Sessions, processing payments via your Wallet, and providing receipts and session history.
- Auto top-up and billing: processing payments, applying the auto top-up authorisation you have given, issuing refunds, and managing chargebacks.
- Customer support: responding to enquiries, troubleshooting issues, and handling complaints.
- Service operation and improvement: monitoring App performance, diagnosing faults, improving features, and conducting analytics in aggregated or de-identified form.
- Safety and fraud prevention: detecting and preventing fraud, unauthorised use, and unsafe charging behaviour.
- Communications: sending you transactional messages (such as session confirmations, payment receipts and security alerts) and, where you have not opted out, marketing communications.
- Legal and compliance: complying with our legal obligations, responding to law enforcement requests, and enforcing our Terms and Conditions.
3.1 We will only use your personal information for a secondary purpose where that purpose is related to the primary purpose of collection and you would reasonably expect us to do so, or where you have consented, or as otherwise permitted by the Privacy Act.
4. Location data
4.1 Location data is critical to how the Services work. We use it to display Charging Stations near you, provide directions, and confirm that a Charging Session is being initiated at the correct station.
4.2 You can grant the App location permissions of “While Using”, “Always”, or “Never” via your device settings. Choosing “Never” will significantly limit the functionality of the Services. You can change your choice at any time.
4.3 We retain historical location data associated with Charging Sessions for the purposes described in clause 3 and clause 8.
5. When we disclose personal information
We disclose personal information to the following categories of recipients, only to the extent reasonably necessary for the purposes described in this Policy:
- Site Operators: to initiate and manage Charging Sessions at their stations.
- Payment processors and financial institutions: to process Wallet top-ups, refunds, and chargebacks.
- Cloud hosting and infrastructure providers: to store and process data on our behalf.
- Analytics and crash reporting providers: to help us understand how the App is used and to diagnose technical issues.
- Customer support and communications providers: to deliver emails, SMS and in-app messages.
- Professional advisers: including lawyers, accountants and auditors, under duties of confidentiality.
- Government, regulators and law enforcement: where required or authorised by law.
- Acquirers or successors: if we sell or restructure our business, your information may be transferred as part of that transaction.
5.1 We do not sell your personal information.
6. Overseas disclosure
6.1 Some of the third parties we use are located outside Australia, or store data outside Australia. Personal information may be disclosed to, or stored in, the following countries: [overseas jurisdictions to be confirmed].
6.2 Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with the APPs, including by entering into appropriate contractual protections.
7. How we store and protect personal information
7.1 We hold personal information in electronic form on systems operated by us or our service providers. We use a combination of technical, administrative and physical safeguards designed to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These include encryption in transit and at rest, access controls, network security, and regular security reviews.
7.2 No method of transmission or storage is completely secure. You are responsible for keeping your Account credentials confidential and for notifying us promptly if you suspect any unauthorised use.
8. How long we keep personal information
8.1 We retain personal information only for as long as is reasonably necessary for the purposes for which it was collected, or as required by law (for example, tax and consumer law record-keeping obligations, which require us to keep financial records, such as your charges and payments, for 7 years).
8.2 When personal information is no longer required, we will take reasonable steps to destroy or de-identify it.
9. Cookies and similar technologies
9.1 Our website and App use cookies, SDKs and similar technologies to remember your preferences, keep you signed in, measure performance, and understand how the Services are used.
9.2 You can control cookies through your browser settings and control SDK-based tracking through your device settings. Disabling these may affect certain features.
10. Direct marketing
10.1 We may send you marketing communications about features, offers and promotions related to the Services. We will only do so where permitted by law.
10.2 You can opt out of marketing communications at any time by using the unsubscribe link in any marketing email, adjusting your notification preferences in the App, or contacting us at support@evna.com.au. Opting out of marketing does not affect transactional or service-related messages.
11. Access, correction and deletion
11.1 You have the right to request access to the personal information we hold about you and to request correction of any information that is inaccurate, out-of-date, incomplete, irrelevant or misleading.
11.2 Many details can be viewed and updated directly within the App. For other requests, contact us at support@evna.com.au. We will respond within a reasonable period (generally within 30 days) and may require you to verify your identity.
11.3 Where we refuse a request, we will provide written reasons and information about how to complain.
11.4 You may request that we delete your Account and associated personal information. We will action such requests except where we are required to retain information by law or for legitimate business purposes (such as resolving disputes or enforcing our agreements).
12. Notifiable data breaches
If we experience a data breach that is likely to result in serious harm to individuals whose personal information is involved, we will notify the affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under the Privacy Act.
13. Children’s privacy
The Services are intended for users aged 18 years and over. We do not knowingly collect personal information from children. If you believe we have inadvertently collected personal information from a child, please contact us and we will take steps to delete it.
14. Changes to this policy
We may update this Privacy Policy from time to time. The “Last updated” date at the top of this Policy indicates when it was last revised. We will notify you of material changes through the App, by email, or by other reasonable means. Your continued use of the Services after the effective date of a change constitutes acceptance of the updated Policy.
15. Complaints
15.1 If you believe we have breached the APPs or otherwise mishandled your personal information, please contact our Privacy Officer at support@evna.com.au. We will acknowledge your complaint within 5 business days and aim to provide a substantive response within 30 days.
15.2 If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner: www.oaic.gov.au, phone 1300 363 992, or GPO Box 5288, Sydney NSW 2001.
16. Contact us
If you have any questions about this Privacy Policy or how we handle your personal information, please contact:
Privacy Officer
EV Network Australia Pty Ltd
ABN: 69 703 208 039
Address: North Sydney, NSW, Australia · [street address to be confirmed]
Email: support@evna.com.au