Billing & Payments Guide

This guide explains how your energy bill works, what charges may appear on your account, the payment options available and where to obtain assistance if you need it.If you ever have questions about your account, we're here to help.

GreenTech provides energy billing services for customers connected to a GreenTech embedded network.Your energy bill has been designed to clearly explain:your energy usage;the billing period;applicable charges;payment options;the payment due date; andhow to contact us if you need assistance.

Depending on your property and energy arrangements, your bill may include:Energy consumption chargesSupply charges (where applicable)Embedded network service chargesElectric Vehicle (EV) charging charges (where applicable)Other authorised charges relating to your propertyOnly charges applicable to your premises will appear on your account.

Energy usage is measured using the energy meter installed at your property.Depending on your development, this may include:Smart metersInterval metersEmbedded network metering systemsYour bill is based on the energy consumed during the billing period together with any applicable charges.

Billing frequency depends on the arrangements that apply to your property.You may receive bills:MonthlyQuarterlyAt another agreed billing intervalYour bill will always show:Billing periodIssue datePayment due date

Your energy bill will generally include:Your AccountCustomer nameAccount numberProperty addressBilling PeriodThe dates covering the energy usage included on your bill.Energy UsageThe amount of energy consumed during the billing period.ChargesA summary of all charges applicable to your account.Payment DetailsYour payment due date and the available payment options.How Can I Pay My Bill?GreenTech offers a range of convenient payment options, which may include:Direct DebitBPAYElectronic Funds Transfer (EFT)Credit CardOther approved payment methodsThe payment methods available for your account will be listed on your bill.

If you have any questions about your bill, please contact us.We can review:Meter readingsEnergy usageBilling calculationsAccount detailsCharges appliedIf an error is identified, we'll correct your account as quickly as possible and explain the outcome.

Occasionally, actual meter data may not be available when your bill is prepared.Where permitted, GreenTech may issue an estimated bill.If actual meter information later becomes available, any necessary adjustment will be reflected in a future bill.Estimated bills will be clearly identified.

Your payment due date will be shown clearly on every bill.Please pay your bill by the due date wherever possible.If you think there may be an issue with your bill, or you're unable to pay on time, please contact us as early as possible so we can assist.

We understand that circumstances can change.If you're experiencing payment difficulties, please contact us as soon as possible.Depending on your circumstances, we may be able to assist with:Flexible payment plansAlternative payment arrangementsAdditional time to payInformation about government assistance programsOther customer support optionsThe earlier you contact us, the more options may be available.For further information, please refer to our Customer Support & Payment Assistance Guide.Overdue AccountsIf payment has not been received by the due date, GreenTech may issue reminder notices and contact you about your outstanding account.Our preference is always to work with customers to resolve payment issues before recovery action becomes necessary.If you're experiencing payment difficulties, please contact us as early as possible.Credits and RefundsIf your account is in credit, GreenTech may:apply the credit to future bills; orarrange a refund where appropriate.If you believe you're entitled to a refund, please contact our Customer Experience Team.Moving In or Moving OutIf you're moving into or leaving a GreenTech property, please let us know as early as possible.We'll help you:open or close your account;arrange final meter readings where required;issue your final bill; andupdate your account details.This helps ensure your billing remains accurate.

GreenTech provides additional assistance for customers experiencing:Payment difficultiesFamily violenceDisability or illnessLanguage barriersLife support requirementsOther vulnerable circumstancesAll these documents can be found on our Customer HubIf you need additional assistance, please contact us.We'll work with you respectfully and confidentially.

GreenTech manages customer information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our Privacy Policy & Collection Notice.

If you have any questions about your bill, payment arrangements or account, please contact us.If you're not satisfied with the outcome, you can lodge a complaint free of charge.For further information, please refer to our Customer Complaints & Dispute Resolution Guide.Learn MoreAdditional information is available in our Customer Guides:Your RightsCustomer Charter & Your RightsYour Energy ServicesYour Energy Services GuideRetailer Choice GuideCustomer SupportCustomer Support & Payment Assistance GuideCustomer Complaints & Dispute Resolution GuideFamily Violence & Vulnerability Support GuideLife Support Customer GuidePrivacy & Website InformationPrivacy Policy & Collection NoticeCookie & Website Technologies PolicyWebsite Terms of Use & Legal Notices

Customer Experience TeamGreenTech Microgrids Pty LtdAddress:Level 4, 167 Queen Street,Melbourne VIC Australia 3000Office Hours:Monday - Friday9am - 5pmEmail: support@greentechmicrogrids.com.auPhone: 1300 738 529Website: www.greentechmicrogrids.com.au