Privacy Policy

Last updated: 5 September 2026

1. ABOUT US

CONNECT NOW Pty Ltd (ABN 79 097 398 662) ('connectnow', 'we', 'us', 'our') provides a home‑moving service that helps customers organise essential household connections when they move, including electricity, gas, internet, Pay TV and water. We partner with a range of service providers to enable customers to arrange their home connections in one place. We may also provide products or services under third-party branding, including Harcourts Connect, LJ Hooker Assist and R&W Connect. Where we do so, we will collect and handle your personal information in accordance with this privacy policy. You can find out more about us on the connectnow website.

2. PROTECTING YOUR PRIVACY

Protecting your privacy and personal information (as defined below in Section 11 (‘Definitions’)) is important to us. We take reasonable steps to keep your personal information safe, and we aim to be clear and open about what we do with your personal information. When we handle your personal information, we are required to comply with the Privacy Act 1988 (Cth) (Privacy Act).

This Privacy Policy outlines how we collect and handle your personal information. It describes the types of information we collect and hold, why we do so, how we keep the information secure, how to access and correct the information and how to make a privacy complaint. 

This Privacy Policy may be updated from time to time. You can always find the most up-to-date version of the policy on the connectnow website.

3. WHAT INFORMATION DO WE COLLECT?

We may collect information about you when you interact with us. We may also collect information about you from other people and organisations, which are set out below.

We collect personal information required to organise utility connections, disconnections and other moving services as authorised by you. The kinds of personal information we collect and hold about you may include:

• name;
• date of birth;
• your current and/or new address;
• email address;
• telephone and/or mobile number;
• forms of identification such as driver's licence number, passport details and Medicare card number;
• concession details (where applicable), including Centrelink and other government-issued card details;
• bank account details (for any compensation claims only);
• details of the utilities or moving services you are interested in, such as electricity, gas, water, internet, pay TV and related moving services;
• details of your current and selected utility or service provider, where you choose to proceed with a connection;
• information you provide to us during calls, emails, SMS messages or other communications with us; and
• information about your property (including your meter identifier).

Generally, we do not collect or hold sensitive information (as defined below in Section 11 (‘Definitions’)) about you. However, in certain circumstances, and provided we have obtained your consent to do so or are otherwise authorised by law, we may collect and hold sensitive information (including health information) about you or someone living at your address where it relates to facilitating connection or disconnection services on your behalf. For example, this may include information about you or a person residing at your supply address with a life support equipment dependency. If you provide us with personal information about other individuals, we will assume that you have obtained their consent or are otherwise permitted to do so.

4. HOW DO WE COLLECT YOUR PERSONAL INFORMATION?

We may collect personal information about you:

• directly from you, including:
  • when you complete an application form or registration form;
  • when you contact our call centre or speak to our staff directly;
  • through your interactions with our websites and social media pages, including online enquiry forms; or
• indirectly from:
  • your representatives and anyone authorised by you;
  • third parties such as licensed estate agents, property managers and electricity and gas distributors;
  • cookies, pixels, tags or similar website tracking technology, as described below; and
  • system-generated tools provided by the selected third party service providers for service availability data (e.g. NBN/fibre availability).

Website cookies and similar technologies

When you use any of the connectnow, Harcourts Connect, LJ Hooker Assist and R&W Connect websites (our websites), cookies, pixels, tags and similar tracking technologies (referred to collectively as ‘cookies’) may be used to collect certain information about your interactions with our websites, such as device and browser characteristics (e.g. device model, browser type and operating system), IP address, time and date stamps, pages viewed, links clicked and information submitted through our websites.

We use our cookies and third-party marketing cookies as follows:

Our cookies: these cookies are set by us or our suppliers whose services we have added to our websites. We do not use or disclose the information collected by these cookies for targeted advertising on third party sites. The cookies collect information about your interactions with our websites. This information is used (and in some cases disclosed to our suppliers) to manage basic functionality, to improve your experience, to undertake measurement and analytics, to personalise your experience and for other purposes set out in Section 5 (‘How do we use your Personal Information?’).

Third party marketing cookies: These cookies are set by us or our social media and advertising partners. They collect information about your interactions with our websites, and the information is disclosed to our social media and advertising partners for targeted advertising on third-party sites and analytics. Our social media and advertising partners may combine this information with other information that you have provided to them or they have collected from your use of their services. If you opt out of these cookies, you may still see connectnow advertisements but they may be less relevant to you.

We enable these cookies by default, but you may be able to manage these cookies through your device settings. If you turn off these cookies, your experience may be affected.

For more information on the types of cookies we use and why, see our Cookies Notice section below.

Links to other websites

While links to third party websites may be provided on our websites, we are not responsible for the content or practices of these third-party websites. We recommend that you check the privacy policies of these third-party websites.

5. HOW DO WE USE YOUR PERSONAL INFORMATION?

We collect and hold personal information about you that is reasonably necessary for us to perform our functions and activities, including to connect the services you request, manage our business (including any restructure, merger or sale of our business or assets or any part of them) and comply with the law. We also use your information to better understand you and your needs. If we are unable to collect this information, we may not be able to effectively provide our services to you.

We may collect and handle your personal information:

• to contact you about the connection, disconnection, moving or related services you have requested or consented to hear about;
• to confirm your identity;
• to arrange connection and / or disconnection services (such as electricity, gas, water, or internet) you have requested;
• to arrange moving or related services;
• to provide you with a quote, to respond to an expression of interest or to refer you to a third party to provide you with products and services that you have asked for;
• to perform other administrative and operational functions (including systems development and testing, staff training, maintaining and updating our records);
• to improve our services, customer experience and conduct market research;
• to research the usage of, and to develop and improve the capabilities of our products and services, as well as developing new products and services;
• to conduct analytics, reporting and service performance monitoring; and
• as required or authorised by applicable laws.

Direct Marketing

We may, from time to time, use or disclose your personal information to promote and market products or services that we think you might be interested in, including our services and the products and services offered by third parties we work with.

We may contact you in relation to these promotions and offers in various ways, including by email, phone, SMS, and digital marketing including advertising through websites, targeted marketing on social media platforms or third-party websites.

If you would like to opt-out of receiving direct marketing as described above, please contact us at privacy@connectnow.com.au, or follow the relevant opt-out instructions in any marketing communication you receive from us (for example, using the ‘unsubscribe’ link in an email or responding to an SMS as instructed).

Please note that we may still send you important service and administrative messages even if you opt-out of receiving marketing communications.

How we use Artificial Intelligence

We may use artificial intelligence (AI) technologies to enhance our services and we may use your personal information to help us do this. These technologies may assist with tasks such as analytics, personalisation, marketing and customer support, including by routing customer calls received to our call centre or responding to simple requests. Any personal information generated, inferred or processed by an AI system is handled in accordance with this Privacy Policy and applicable laws. We take reasonable steps to ensure that AI systems are used safely and responsibly.

6. WHO DO WE SHARE YOUR INFORMATION WITH?

We may share your information with our service providers and other organisations for the purposes set out in Section 5 (‘How do we use your Personal Information?’) and to comply with our legal obligations. This includes sharing personal information with:

• our related bodies corporate;
• third party organisations or individuals who assist us in supplying our services or who perform functions on our behalf, such as mail houses, legal advisors, contact centres, marketing and research organisations and technology service providers;
• relevant third-party service providers so they can deliver products and services that you have requested (for example, electricity, gas, water and telecommunications providers);
• purchasers, advisors and other relevant parties in connection with acquisitions or potential acquisitions of our business;
• third parties who refer you to our service, such as licensed estate agents or property managers;
• your authorised agent or legal representative;
• other third parties where authorised or required by law to do so; or
• anyone to whom you authorise us to disclose it.

We also share information with people and organisations that help us with our business, such as professional advisors, IT support, and corporate and administrative services. We only do this where it is needed for those services to be provided to us. When we do this, we take such steps as are reasonable to require our service providers to protect your personal information.

Where you ask us to arrange a service with a third-party provider, we will take reasonable steps to ensure you are aware of the relevant provider’s terms and conditions before disclosing your personal information to that provider for the purpose of fulfilling your service request. In these circumstances, we will only provide information they require to fulfil your service request.

Overseas disclosure of your personal information

In some cases, we may need to share your personal information with organisations that may be located or operate outside of Australia and may be subject to different privacy regimes. The countries where our service providers may be located, and to which personal information may be disclosed, include India, Indonesia, Fiji, Japan, Singapore, Malaysia, New Zealand, the Philippines, South Africa, the USA, the UK and members of the European Union.

Wherever we do this, we take appropriate steps to ensure compliance with our obligations under the Privacy Act, such as taking reasonable steps to ensure the overseas recipient does not breach relevant requirements of the Privacy Act.

7. ACCESSING AND CORRECTING YOUR PERSONAL INFORMATION

You can ask us to provide access to the personal information we hold about you by contacting us using the details in Section 9 (‘How to contact us about privacy’) below. Before actioning your request, we may need to confirm your identity or your authority to act on behalf of another person.

We will respond to your request within a reasonable period. Where reasonable and practicable, we will provide access in the form you request. If significant resources are required to manage your access request, we may charge a reasonable fee for giving access, but we will tell you about any fee before proceeding.

Privacy laws allow us to refuse access, or to provide access only to certain information, in some circumstances. For example, we may refuse access where giving access would have an unreasonable impact on the privacy of others or would reveal commercially sensitive information. If we refuse access, we will explain our decision in writing.

You can also ask us to correct personal information we hold about you by contacting us using the details in Section 9 (‘How to contact us about privacy’) below if you think it is inaccurate, out-of-date, incomplete, irrelevant or misleading. If we agree, we will update it. If we do not agree, we will explain why and, where required by law, take reasonable steps to associate a statement with the information that you believe is inaccurate, out-of-date, incomplete, irrelevant or misleading.

8. STORAGE AND SECURITY OF PERSONAL INFORMATION

We are committed to keeping your personal information secure. We use reasonable precautions, including appropriate technical and organisational measures, to keep personal information confidential and protected from loss, misuse, interference, unauthorised access, modification or disclosure. Your personal information may be stored electronically on secure servers. In addition, our facilities are secured in accordance with established and commercially reasonable security standards and procedures.

We keep personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide our services, meet our legal obligations, resolve disputes and manage our records. When we no longer need personal information, we take reasonable steps to destroy or de-identify it, unless we are required or authorised by law to retain it.

9. HOW TO CONTACT US ABOUT PRIVACY

For all queries, requests and information about this Privacy Policy or our handling of your personal information, please contact our Privacy Officer on the following details:

Email: privacy@connectnow.com.au

Phone: 1300 554 323

Address
Privacy Officer
Connectnow
Locked bag 14120
MCMC, Melbourne, VIC 8001
Australia

10. PRIVACY COMPLAINTS

If you wish to make a complaint about the way we have handled your personal information please contact our Privacy Officer on the details set out in Section 9 (‘How to contact us about privacy’) above.

We will generally provide you with a written response based on the findings of our investigation within 30 days of receipt of your original complaint. If this is not possible, our Privacy Officer will arrange for a representative to contact and advise you about the progress we have made and the estimated completion date for the investigation process.

If you are not satisfied with how we have managed your privacy complaint, you may make a complaint to the Office of the Australian Information Commissioner (OAIC) which deals with complaints under the Privacy Act in relation to personal information. The OAIC can be contacted at:

Phone: 1300 363 992

Email: enquiries@oaic.gov.au

Website: https://www.oaic.gov.au/individuals/how-do-i-make-a-privacy-complaint

In writing: Office of the Australian Information Commissioner, PO Box 5218, Sydney, NSW, 2001

11. DEFINITIONS

In this Policy the following terms are defined as follows:

Personal information has the meaning given in the Privacy Act and includes information or an opinion that identifies you or from which you can be reasonably identified.

Sensitive information has the meaning given in the Privacy Act and includes information or an opinion about your racial or ethnic origin, political opinions or associations, religious beliefs or affiliations, philosophical beliefs, professional or trade association or union membership, sexual orientation or practices, criminal records, health information, genetic information and biometric information and templates.