Z and U-GO Privacy Policy

1.    Overview

We recommend that you read this Privacy Policy in full, but here are a few key points that we would like you to know:

Commitment to privacy

  • we will only collect, use and share your personal information in accordance with the New Zealand Privacy Act 2020 (Privacy Act) and this Privacy Policy.

Protection

  • we have data security policies and practices in place aimed at reducing the risks of unauthorised access to, and loss, misuse or wrongful alteration of, your personal information.

You have control

  • you can update your communication preferences and ask us to delete or correct your personal information.

We will keep you up to date

  • we will notify you if we make any significant changes to this Privacy Policy.

CCTV and Audio Recordings

  • we collect your personal information in the form of CCTV and audio recordings when you are at our fuel sites and other premises. Only sections 12-16 of this policy apply to CCTV and audio recordings. 

2.    What is this Privacy Policy for?

When you use Z or U-GO, you trust us (Z Energy Limited) with your personal information. We take responsibility for protecting your data and keeping you in control of it. This Privacy Policy sets out how your personal information will be collected, stored, used and shared. 

This policy applies to personal information collected by Z Energy Limited and its subsidiaries (as those terms are used in the Companies Act 1993) except for Caltex (ZE 2015 Limited) or Flick Energy Limited because they have their own privacy policies.

3.    Other important terms you should know about

The terms and conditions of our products and services also apply. You accept those terms and this Privacy Policy when you use those products and services. We encourage you to read these other terms carefully. You can find them here: 

4.    How and when we collect your personal information

We collect your personal information directly from you when you interact with us, including when you:

  • download the Z App, or enter or upload information to the Z App or our websites.
  • sign up to any of our services, such as the Z App, Z Rewards, Z Business, EV charging, or Z Power. 
  • use the Z App, a fuel card, or EV charging tag, or one of our electric vehicle chargers. 
  • provide us information over the phone or by email (e.g.: when you contact our call centre) or through other channels (e.g.: social media).
  • when you use and purchase electricity from us. 
  • when you ask us to arrange for an EV charger to be installed at your property. 

We also collect personal information when you use the Z App or one of our websites using technology that may not be apparent to you (for example, cookies and web beacons). Please see section 11 below for further details.

Sometimes, we collect personal information about you from someone else, including from: 

  • a loyalty programme partner, if you have linked your partner membership details to the Z App. 
  • your employer, if you use one of their Z Business or other account cards or EV charging tags.
  • a Z Business promoter, if you apply for a Z Business account through them or using your membership number with them.
  • a credit agency, if you have authorised us to complete a credit check.
  • others involved in your electricity supply (e.g.: your network company, meter equipment owners or your previous retailer) through the Electricity Registry.
  • other sources as allowed by law.

5.    Providing information about others

If you provide us with personal information about someone else, you must ensure you have that person’s permission to disclose the information to us and make sure they are aware of the matters set out in this policy.

6.    What types of personal information we collect

The personal information we collect about you includes: 

  • your name and contact details, such as address, telephone numbers, and email address. 
  • your date or birth and driver's license details, if you authorise us to complete a credit check on you.
  • your Z App, EV charging, Z Business fuel card, and Z Rewards account details; and the membership details for any other loyalty programme(s) connected to your Z Rewards account.
  • details of your transactions, such as the date and location of your purchase, what you purchased, and how much you spent (when you use the Z App, a Z Business or other fuel card, or an EV charging tag).
  • payment details and other financial information such as your method of payment. 
  • your device location and device information (if you install the Z App), and a serial number or MAC (Media Access Control) address of your vehicle, if you use our electric vehicle chargers.
  • details of your communications and interactions with us, and your communication preferences. 

If you are a Z Power customer, we also collect: 

  • information about your property and smart meter. 
  • details your electricity use, including your smart meter data. 
  • limited health information, if you are entitled to a concession or rebate because of a medical condition or if someone at your property needs life support equipment.
  • information to help us meet our responsibilities to you under the Electricity Authority’s Consumer Care Guidelines (the guidelines can be found here).

You do not have to provide your personal information to us, but if you do not we may not be able to provide you with some or all our services, or we may not be able to improve your experience of our websites and app.

7.    How your personal information is used

Your personal information is used to:

  • provide you products and services and improve the products and services we offer.
  • manage your Z Rewards, Z App, Z Business, Z Power and EV charging accounts, and allow you to earn rewards with us and with our loyalty partners.  
  • analyse our customers’ preferences and interests, and optimise our websites, app, products and services.
  • target advertising to you (through our channels or those of our loyalty partners) to provide you with marketing communications we think are likely to be of interest to you and provide you with any other communications you have chosen to receive.
  • verify your identity (e.g.: when you request assistance with an account), conduct credit checks and scoring, and collect debts.
  • communicate with you on social media; address your requests, enquiries or complaints; provide you technical support; and other customer-care activities.
  • contact you to allocate a prize if you have won a prize in a competition or promotion. 
  • assist you with signing up to your Z Power account and/or to obtain your feedback on the Z Power sign-up process.
  • comply with our obligations to you and others involved in supplying electricity to you.
  • prevent, detect, deter, and investigate fraud, crime and other suspicious activity, such as fraudulent or suspicious:
    • use of a fuel card, other payment card, or an EV charging tag.
    • collection or use of Z Rewards Points or the loyalty points of another loyalty programme linked to your Z Rewards account.
    • use of the Z App or any account with us.
  • meet our legal or regulatory obligations; enforce our legal rights (such as for legal proceedings), and protect our company, our customers, or others.

We also use personal information in an anonymised, aggregated form (data about a group of people which doesn’t identify anyone in the group) to analyse our products, services and customer interactions (e.g. how our customers use our websites or the Z App).

8.    Opting out of marketing communications

We may use your personal information to market our products or services to you. You can opt out of receiving marketing communications directly from us at any time by: 

  • clicking on the ‘unsubscribe’ link at the bottom of any marketing email you receive from us.
  • turning off push notifications in the Z App – log in and go to Menu > My Account > Notification Settings > Push Notifications.
  • emailing us at general@z.co.nz.
  • calling us on 0800 474 355 (for Z or U-GO marketing communications).
  • calling us on 0800 935 328 (for Z Power marketing communications). 

There are some communications we need to be able to send you (e.g.: password reset and Points expiry messages). You cannot opt out of receiving these messages. 

9.    Sharing your personal information

We share personal information with some trusted service providers that help us to operate our business and to provide you with our products and services. We may share your personal information with a provider located outside New Zealand if we have made a business decision to use a trusted overseas-based service provider.

We securely share personal information with our service providers and ensure they agree to protect the privacy and security of your personal information. They must comply with the Privacy Act, destroy data when it is no longer needed, and only use data for the purposes which we provided it to them.

For the purposes mentioned in Section 7 of this policy, we may share your personal information with:

  • our parent company and other related companies (whether incorporated in New Zealand or elsewhere).
  • our contractors, advisors, agents, and service providers (e.g.: marketing and advertising companies, data processing or analysis companies, our contact centre, and our billing and mailing houses). 
  • our loyalty programme partner(s), where you are a member of that partner’s loyalty programme and have provided us with your membership details of your other account.
  • the account holder of any fuel card or EV charging tag you use or have, or any Z Business promoters with whom you are affiliated.
  • our suppliers, if you are a prize winner in a competition or promotion run by them or on their behalf (so they can organise for you to receive your prize).
  • our payment provider, and credit check and debt recovery agencies.
  • a person or agency appointed to resolve a complaint or dispute.

We may also share your personal information with:

  • people or organisations we are specifically allowed to share your information with under the Privacy Act (e.g. if the police ask us for information to assist with their investigation of an alleged crime).
  • anyone we are required to share your personal information with by law. 

If you are a Z Power customer, we may share your personal information with: 

  • another electricity supplier, if you are switching your Z Power account to another electricity supplier or if any contracts you have with us are otherwise transferred.
  • an electricity network company who has requested the information or if we are obliged to provide the information to them. 
  • an electricity meter provider, so they can contact you about metering equipment installed at or to be installed at your property. 
  • a customer, authorised person, or a nominated alternate contact person on your property’s Z Power account.

10.    How we store your personal information

We store your personal information in accordance with our obligations under the Privacy Act and have data security policies and systems in place to reduce the risks of unauthorised access, disclosure, loss, misuse or alteration of your personal information. 

If we no longer need your personal information, we will delete or anonymise it. 

When you use your credit or debit card on our website or in the Z App, we encrypt your information before we send it to our payment provider. Your full credit or debit card details will be encrypted and securely stored by our online payment provider. We only keep some of your credit or debit card details.

We also take measures to keep your personal information safe from fraud and scams. If you have any concerns about any communications that appear to be from Z or U-GO, please contact us immediately.

11.    Data collected from digital services

We use cookies (and other tools, such as web beacons) when you are on our websites. Cookies are a small block of text stored on your device. They allow us to recognise your internet browser and remember information you have entered on our sites. Some web browsers enable you to reject cookies and similar tools, but if you do this you may not be able to use all our website features.

We also use analytical tools (e.g.: other company’s cookies) to collect information such as your IP address, page requests, form requests, click activity, and the timing and frequency of your use of our websites and the Z App. 

We use these tools to customise our websites to you, help you with navigating our websites, monitor how you use our websites and app, identify you for security reasons, and deliver online advertising to you. 

We also use Google Analytics, which uses aggregate, anonymised information (data about a group of people which doesn’t identify anyone in the group) to measure how people use our websites, how effective our advertising is, and which areas of our websites are most interesting to people. We also use this information to target advertising to you on our websites or other company’s websites. To do this, we disclose this information to other parties, such as advertising companies. Google's Privacy Policy applies to data collected from Google Analytics.  

12.    Closed Circuit Television and Audio Recording

We also collect personal information from you using Closed Circuit Television (CCTV) cameras at our Z and U-GO fuel sites, our terminals, and our corporate offices. We use audio recording (AR) at approximately six Z stations nationwide:

  • Z Shirley
  • Z Linwood
  • Z Woolston
  • Z Te Papanui
  • Z Tuhikaramea
  • Z Eastside

These stations have prominent signage stating that audio may be being recorded.

We use our CCTV and AR systems to collect your image, your vehicle number plate, and audio recordings of your interactions with other people in our stores. 

13.    How we use CCTV and AR

We use CCTV footage and AR to:

  • detect, deter, prevent and investigate suspicious, criminal, fraudulent, offensive or abusive behaviour, such as fraudulent or suspicious: 
    • use of a Z Business or other fuel card, other payment card or EV charging tag.
    • collection or use of Z Rewards Points or the loyalty points of another loyalty programme linked to your Z Rewards account.
  • monitor and improve the safety and security of Z site employees, our employees, contractors, agents, and customers, and sites and terminals (including for training or educational purposes).
  • provide our pay by plate service.
  • complete incident investigations.
  • support insurance claims (e.g.: if a vehicle is damaged at a forecourt and an insurance company requests CCTV of the incident).
  • develop and optimise products, services and customer experiences.
  • meet our legal or regulatory obligations; enforce our legal rights (such as in legal proceedings); and protect our company, our customers, or others.
  • comply with Aotearoa New Zealand laws and any applicable overseas laws.

14.    When and with whom we share CCTV and AR

We only share CCTV and AR for the purposes noted in section 13 and we take reasonable steps to ensure the people receiving your personal information only use it for those purposes. We share CCTV footage and AR with:

  • our employees, contractors, advisors, agents, and service providers, and with Z retail site employees.
  • Z Business or other fuel card account holders, and EV charging tag account holders, if you use or have a fuel card or EV charging tag connected to their account.
  • your employer, supervisor, principal or contacting party if we suspect you have:
    • committed offensive, dangerous, criminal or fraudulent behaviour.
    • failed to comply with safety, procedural or employment obligations or requirements while working at our sites, terminals and corporate offices.
  • insurance companies to facilitate insurance claims.
  • anyone we are specifically allowed to under the Privacy Act (e.g. where the police ask us for information to assist with their investigation of an alleged criminal offence).
  • anyone we are required to share your personal information with by law, or for enforcing our legal rights (such as in legal proceedings).

15.    Vehicle number plates

We use CCTV to automatically collect all vehicle number plates that comes through our Z and U-GO forecourts. We provide this information to the New Zealand Police, who cross-check it against their register of stolen vehicles.

If someone in a vehicle fails to pay for fuel or other items, we will seek payment from the registered owner (our mailing house uses the vehicle owner’s details from the Motor Vehicle Register - we never see or collect theses details) or refer the matter to a debt collection agency. We may share images of the person who failed to pay with the registered owner of the vehicle. 

If you want to restrict access to your details on the Motor Vehicle Register, see Who can access Motor Vehicle Register information | NZ Transport Agency Waka Kotahi.

16.    Storage and deletion of CCTV and AR

We store CCTV and AR in accordance with our obligations under the Privacy Act and take reasonable steps to keep it safe. We usually retain CCTV footage and AR for about 30 days; however, we may retain it for longer if required by law, or if we think it will be need for any of the purposes outlined above.

17.    Access to your personal information

If you wish to find out what personal information we hold about you, to request a copy of your information, or to ask us to correct or delete your information, please email us at legal@z.co.nz. If we decide not to make a requested correction and you disagree with our reasons, you may ask us to make a note of your requested correction with the information.

18.    Changing this policy

We can change this Privacy Policy at any time by publishing an updated version on our websites (including the Z and U-GO websites). We recommend you regularly check our websites for updates. If you continue to use our services or if you provide us with any personal information after we post changes to this Privacy Policy, this will indicate your acceptance of any changes.

19.    Questions

If you have any questions, comments or concerns about this Privacy Policy, please contact us at legal@z.co.nz or on 0800 474 355.

Last updated on 30 May, 2025.