Customer Charter

Welcome to GreenTech Microgrids.Our role is to provide safe, reliable and customer-focused energy services to the communities we serve.We believe every customer deserves to be treated fairly, respectfully and transparently. This Customer Charter explains:who we are;what you can expect from us;your rights and responsibilities as a customer; andwhere to find additional support and information.This Charter applies to all GreenTech customers receiving services within our embedded network communities.

Every interaction with GreenTech is guided by five commitments.We Will Be FairWe will treat every customer honestly, respectfully and without discrimination.We will make decisions that are fair, consistent and in accordance with applicable laws and customer protections.We Will Be ClearWe will provide information that is:easy to understand;accurate;transparent; andavailable when you need it.We will explain your energy services, billing arrangements and available support options in plain English.We Will Be ResponsiveWe will respond to enquiries, requests and complaints promptly.If something goes wrong, we'll work with you to find a practical solution and keep you informed throughout the process.We Will Protect Your InformationWe respect your privacy.Your personal information will be collected, used, stored and protected in accordance with Australian privacy laws and GreenTech's Privacy Policy & Collection Notice.We Will Support YouWe recognise that circumstances can change.If you're experiencing payment difficulties, family violence, illness, disability or other vulnerable circumstances, we'll work with you respectfully and confidentially to identify appropriate support options.

As a GreenTech customer you have the right to:receive safe and reliable electricity services;receive clear information about your energy services;understand how your bill has been calculated;receive accurate bills and account information;have your personal information protected;request payment assistance if you're experiencing financial difficulty;receive additional protections if you are a registered Life Support Customer;receive respectful and confidential support if affected by family violence or other vulnerable circumstances;make a complaint free of charge;have complaints investigated fairly and impartially;access independent Energy Ombudsman services if a complaint cannot be resolved; andreceive all protections available under applicable energy laws and regulations.Nothing in this Charter limits your rights under Australian law.

To help us provide safe and efficient services, we ask that you:provide accurate information when establishing or updating your account;keep your contact details current;review your bills and contact us if you have questions;pay bills by the due date where possible;contact us early if you're experiencing payment difficulties;tell us if you're moving into or out of your property;notify us if someone at your property relies on electricity-powered life support equipment; andlet us know if your circumstances change and additional support is required.

GreenTech provides energy services within embedded network communities.Depending on your property, our services may include:Embedded Network electricity supplyElectricity billing and account managementBattery Energy Storage Systems (BESS)Electric Vehicle ChargingRenewable Energy integrationEnergy monitoring and managementCommunity energy servicesFurther information about your electricity arrangements is available in our:Understanding Your Embedded Network GuideRetailer Choice Guide

Your electricity bill will clearly explain:your billing period;energy usage;applicable charges;payment options;due dates; andhow to contact us if you need assistance.If you're having difficulty paying your bill, please contact us as early as possible.We'll work with you to explore practical payment support options wherever reasonably possible.

GreenTech provides additional assistance for customers who may need extra support.This includes customers experiencing:payment difficulty;family violence;disability;serious illness;language barriers;life support requirements; orother vulnerable circumstances.If you require additional support, please contact us. Our team will work with you respectfully and confidentially.

We value customer feedback.If something isn't right, we'd like the opportunity to fix it.Our complaint process is:free;fair;easy to access; anddesigned to achieve practical outcomes as quickly as possible.If we can't resolve your complaint, you may contact the independent Energy Ombudsman in your state or territory.

We collect and manage personal information only where reasonably necessary to provide our services and meet our legal obligations.Your personal information is protected in accordance with:the Privacy Act 1988 (Cth);the Australian Privacy Principles; andGreenTech's Privacy Policy.Our Customer InformationMore detailed information is available in our Customer Guides.Energy ServicesUnderstanding Your Embedded NetworkRetailer Choice GuideBilling & Payments GuideCustomer SupportCustomer Support & Payment Assistance GuideFamily Violence & Vulnerability Support GuideLife Support Customer GuideCustomer Complaints & Dispute Resolution GuidePrivacy & Digital ServicesPrivacy Policy & Collection NoticeCookie & Website Technologies PolicyCyber Security & Information Protection StatementWebsite Terms of Use & Legal Notices

Scan the QR code to access the GreenTech Customer Hub, where you'll find:Customer GuidesPoliciesFact SheetsFrequently Asked QuestionsFormsSupport ServicesContact Information

Customer Experience TeamAddress:Level 4, 167 Queen Street,Melbourne VIC Australia 3000Office Hours:Monday - Friday9am - 5pmEmail: support@greentechmicrogrids.com.auPhone: 1300 738 529Website:www.greentechmicrogrids.com.auFor emergencies involving immediate danger to life or property, call 000.For electricity faults or outages, please follow the emergency contact information provided in your Welcome Pack or on our website.

GreenTech exists to provide more than energy.We are committed to delivering energy services that are safe, reliable, sustainable and centred on our customers.Every decision we make is guided by five principles:Fair TreatmentClear CommunicationReliable ServiceRespectful SupportContinuous ImprovementWe look forward to supporting you as part of your GreenTech community.