Electricity

These Occupier Terms of Service (Terms) apply when GreenTech Microgrids supplies electricity or another identified energy service to your premises through an embedded network operated or serviced by GreenTech.These Terms apply to GreenTech customers in:Queensland;New South Wales;the Australian Capital Territory;Victoria; andSouth Australia.Your rights and GreenTech's obligations differ in some respects depending on where your premises are located. Section 30 explains the additional requirements applying in each State or Territory.These Terms should be read together with the applicable:Tariff Schedule;Payment Difficulty Policy;Life Support Policy;Complaints & Dispute Resolution Policy;Privacy Policy; andany other service-specific terms notified to you.If these Terms are inconsistent with a law, regulatory requirement, licence or exemption condition, or mandatory customer protection applying to you, that requirement prevails to the extent of the inconsistency.Nothing in these Terms excludes, restricts or modifies a right or protection that cannot lawfully be excluded, restricted or modified.

Who are we?GreenTech Microgrids Pty Ltd ABN 37 695 726 428 (GreenTech, we, us or our) provides embedded network, electricity and energy infrastructure services.Depending on the property and applicable regulatory framework, GreenTech may act in one or more capacities, including as:(a) an embedded network operator;(b) an exempt network service provider;(c) an exempt electricity seller;(d) a licensed or otherwise authorised electricity supplier;(e) an energy infrastructure owner or operator; or(f) a provider of another energy or utility service.Who are you?You or your means the person who receives a Service from GreenTech at the Premises and may include an owner, tenant, lessee, licensee or other lawful occupier.Your Service AgreementYour agreement with GreenTech comprises:(a) these Terms;(b) the applicable Tariff Schedule;(c) any service-specific terms applying to a Service you receive;(d) any information or terms expressly agreed with you when establishing your account; and(e) any mandatory terms or conditions imposed by applicable law or GreenTech's licence, registration or exemption.Together these documents comprise your Service Agreement.When your Service Agreement startsYour Service Agreement starts on the earliest date permitted by applicable law, which may be:(a) the date you accept an offer from GreenTech;(b) the date specified when your account is established;(c) the date GreenTech begins supplying the relevant Service following your request for supply; or(d) where permitted by law, the date on which a deemed supply arrangement arises.Where applicable law requires explicit informed consent, your agreement will not be formed on that basis unless the required consent has been obtained.

If you receive electricity through a GreenTech Embedded Network, you have important customer rights and protections.Depending on the State or Territory in which your Premises are located, these may include the right to:(a) receive clear information about electricity prices, tariffs, fees and charges;(b) not be charged more than an applicable regulated maximum price;(c) receive accurate and understandable bills;(d) access your electricity consumption and metering information;(e) receive assistance if you are experiencing payment difficulty;(f) receive additional protections if a person at your Premises relies on life support equipment;(g) receive protections against disconnection in circumstances prescribed by law;(h) make a complaint to GreenTech and access an applicable independent dispute resolution or energy ombudsman scheme;(i) receive information about the regulatory arrangements applying to your electricity supply; and(j) choose an authorised electricity retailer where retail competition is available to your connection point.GreenTech will not ask you to waive a statutory or regulatory customer protection that cannot lawfully be waived.

What is an Embedded Network?An Embedded Network is a private electricity network within a building, development, community or property through which electricity is distributed from a parent or gate connection point to individual premises or connection points.Your Premises is located within an Embedded Network.Ownership of infrastructureGreenTech may own, operate or control equipment forming part of the Embedded Network or associated energy infrastructure.The property owner, owners corporation, body corporate or another person may own other electrical infrastructure within the property.GreenTech's regulatory roleGreenTech will maintain the licences, registrations, exemptions and approvals required by law for the activities it performs.The regulatory capacity in which GreenTech supplies or distributes electricity may differ between properties and jurisdictions.Embedded Network ManagerWhere required by applicable law or the National Electricity Rules, an accredited Embedded Network Manager (ENM) will be appointed.An ENM facilitates applicable market functions for eligible embedded network connection points, including access to retail competition.Where required, GreenTech will make the identity and contact details of the ENM available to you.

ServicesGreenTech may provide one or more of the following Services:(a) electricity;(b) centralised hot water;(c) electric vehicle charging;(d) energy-related services; or(e) another service expressly agreed with you.Electricity and other ServicesElectricity is subject to specific energy laws and regulatory protections.Other Services, including centralised hot water and EV charging, may be subject to different regulatory arrangements.Where this occurs, GreenTech will separately identify the relevant Service and applicable charges.Standard of serviceGreenTech will provide its Services:(a) with due care and skill;(b) in accordance with applicable law;(c) in accordance with applicable regulatory licence, registration and exemption conditions; and(d) using appropriately maintained equipment and infrastructure for which GreenTech is responsible.

Establishing an accountWhen moving into Premises supplied through a GreenTech Embedded Network, you should complete GreenTech's Get Connected process.GreenTech may reasonably require:(a) your name and contact details;(b) proof of identity;(c) your move-in date;(d) details of your Premises;(e) information required to establish and administer your account;(f) information necessary to determine your customer classification or eligibility for concessions or protections; and(g) any consent required by applicable law.ConnectionGreenTech will arrange connection or commencement of supply in accordance with applicable law and the technical arrangements applying to the Embedded Network.Connection may be subject to the Premises being safe and technically capable of receiving the relevant Service.

Retail choiceBeing located within an Embedded Network does not necessarily require you to purchase electricity from GreenTech.Where applicable law gives you the right to purchase electricity from an authorised retailer of your choice, GreenTech will not prevent or unreasonably obstruct you from exercising that right.Changing retailerIf you wish to purchase electricity from another retailer, you may contact GreenTech, the Embedded Network Manager or your proposed retailer.Where applicable, GreenTech will reasonably facilitate the process, including cooperation concerning:(a) your connection point;(b) metering arrangements;(c) establishment or use of a National Metering Identifier (NMI);(d) the ENM;(e) relevant market participants; and(f) other reasonable technical requirements.CostsGreenTech will not impose a fee or requirement that unlawfully prevents or unreasonably impedes access to retail competition.Any legitimate charge associated with changing retailer or changing metering arrangements must be permitted by law and will be disclosed where applicable.Embedded Network connection continuesIf you purchase electricity from another retailer, your Premises may remain physically connected to the Embedded Network.GreenTech or another relevant network operator may therefore continue providing network-related services to your Premises.

Your tariffThe electricity price and other charges applying to your Premises are set out in GreenTech's applicable Tariff Schedule.Depending on your tariff and Service, charges may include:(a) electricity usage charges;(b) daily or fixed supply charges;(c) demand charges, where applicable;(d) separately identified service charges; and(e) other fees permitted by applicable law.Regulated price protectionsDepending on where your Premises are located, your customer classification and the regulatory arrangements applying to the Embedded Network, the amount GreenTech may charge for electricity may be subject to a regulated maximum price, tariff cap or other pricing requirement.Applicable pricing protections may include:(a) a price or tariff cap determined by reference to the Default Market Offer (DMO) determined by the Australian Energy Regulator (AER) in New South Wales, South East Queensland and South Australia;(b) the Victorian Default Offer (VDO) determined by the Essential Services Commission Victoria (ESC) where applicable;(c) an applicable regulated standing offer price or other pricing requirement under the Australian Capital Territory electricity pricing framework, including a price direction made by the Independent Competition and Regulatory Commission (ICRC) where applicable; or(d) another maximum price, tariff or pricing requirement imposed by applicable law or by a condition of GreenTech's regulatory licence, registration or exemption.The DMO may operate as a regulated price safeguard, reference price or tariff cap depending on the applicable regulatory arrangement. The DMO annual comparison price is based on benchmark consumption and does not represent a maximum amount that an individual customer can be billed regardless of their actual electricity use.GreenTech will not charge you more than any maximum price or tariff that legally applies to the sale of electricity to you.The actual tariff applying to your Premises will be shown in GreenTech's applicable Tariff Schedule and on your bill.Regulated prices and benchmarks may change periodically.Current pricesThe price actually charged by GreenTech will be shown in the applicable Tariff Schedule and on your bill.Regulated benchmarks may change periodically. GreenTech does not incorporate annually changing DMO, VDO or other regulated dollar amounts into these Terms.FeesGreenTech will only impose fees and charges that are permitted under applicable law or the regulatory arrangements applying to your account.No undisclosed chargesGreenTech will disclose applicable tariffs, fees and charges as required by law.Changes to pricesGreenTech may change a tariff or charge where permitted by law, including where:(a) regulated prices or pricing benchmarks change;(b) external network charges change;(c) taxes, levies or government charges change;(d) the applicable tariff structure changes; or(e) another lawful basis for variation exists.GreenTech will provide any notice required by applicable law.

Measurement of electricityElectricity supplied for payment will be measured using metering appropriate for the Embedded Network and applicable regulatory requirements.Meter accessYou must provide GreenTech and its authorised representatives with reasonable access to metering equipment where required for:(a) reading;(b) inspection;(c) testing;(d) maintenance;(e) repair or replacement;(f) connection or disconnection; or(g) compliance with applicable law.Where access inside your Premises is required, GreenTech will provide any notice required by law, except where immediate access is reasonably required for an emergency or safety purpose.Metering informationYou may request access to metering and consumption information relating to your Premises.GreenTech will provide access in accordance with applicable law and reasonable identity verification requirements.Meter accuracyIf you believe your meter is inaccurate, you may ask GreenTech to investigate.If meter testing is required, GreenTech will explain any applicable testing process and lawful charge.

Your billGreenTech will issue bills at the frequency required by the regulatory framework applying to your account.Your bill will contain the information required by applicable law.Actual meter readsWhere reasonably practicable, your bill will be based on actual metering data.Estimated billsGreenTech may issue an estimated bill where permitted by law, including where:(a) meter data is unavailable;(b) the meter cannot reasonably be accessed; or(c) there is a metering or data issue.When reliable actual data subsequently becomes available, GreenTech will make any adjustment required by applicable law.Undercharging and overchargingIf GreenTech identifies an undercharge or overcharge, it will adjust your account in accordance with applicable law, including any applicable limits on recovering historical undercharges.Any amount required to be refunded or credited will be dealt with in accordance with applicable requirements.Billing enquiriesIf you believe your bill is incorrect, contact GreenTech.GreenTech will investigate your enquiry and apply any protections concerning genuinely disputed amounts required by applicable law.

Paying your billYou must pay each bill by its due date using one of the payment methods made available by GreenTech.Payment optionsGreenTech will provide the payment methods required by applicable law and identify available payment options on your bill or through the Customer Hub.Difficulty payingIf you are having difficulty paying a bill, please contact GreenTech as early as possible.You may be entitled to payment assistance.

Help is availableIf you are experiencing payment difficulty, please tell us.Depending on your circumstances and the laws applying to your Premises, assistance may include:(a) additional time to pay;(b) a payment plan or payment arrangement;(c) payments based on your circumstances and capacity to pay;(d) information about government concessions, rebates or assistance;(e) information about energy efficiency and managing energy costs;(f) referral to financial counselling or other support services; and(g) other assistance required by applicable law.Payment Difficulty PolicyGreenTech's Payment Difficulty Policy explains the assistance available and how you can access it.DisconnectionWhere applicable customer protection rules apply, GreenTech will complete the required payment-assistance, communication and notice processes before disconnecting electricity for non-payment.

If you are affected by family or domestic violence, please tell GreenTech if it is safe for you to do so.GreenTech will handle your information sensitively and apply the protections required under the laws and regulatory arrangements applying to you.These may include protections concerning:(a) confidentiality and personal information;(b) account security;(c) safe communication methods;(d) payment assistance;(e) debt management;(f) access to account information; and(g) disconnection.GreenTech will not require you to provide more information than is reasonably necessary to provide applicable assistance or protections.

Tell usIf you or another person at your Premises relies on life support equipment, contact GreenTech as soon as possible.RegistrationGreenTech will explain the applicable life support registration process and any medical confirmation requirements.Once GreenTech is notified, it will apply the protections required by law while the registration process is completed.Life support protectionsRegistered life support customers receive additional protections concerning electricity supply, planned interruptions and disconnection.GreenTech will coordinate relevant life support information with other energy market participants where required by law.Emergency planningElectricity supply cannot be guaranteed to be uninterrupted.If someone at your premises relies on life support equipment, you should maintain an emergency or backup plan appropriate to that person's medical requirements.

When electricity may be disconnectedGreenTech will only disconnect, or arrange disconnection of, electricity where permitted by applicable law.This may include:(a) at your request;(b) following your permanent departure from the Premises;(c) for safety reasons;(d) in an emergency;(e) where necessary to undertake authorised works; or(f) for non-payment where all applicable customer protection requirements have been satisfied.Protected circumstancesGreenTech will not disconnect electricity where disconnection is prohibited by applicable law.This includes applicable protections concerning:(a) registered life support customers;(b) customers receiving payment assistance;(c) unresolved billing disputes;(d) protected times or days;(e) extreme weather or emergency circumstances where relevant; and(f) other circumstances prescribed by law.ReconnectionWhere you are entitled to reconnection, GreenTech will reconnect or arrange reconnection in accordance with applicable requirements.Any reconnection fee must be lawful and will be disclosed to you.

InterruptionsElectricity supply may be interrupted because of:(a) faults;(b) emergencies;(c) planned or unplanned maintenance;(d) works on the Embedded Network;(e) works or failures affecting the external distribution network;(f) loss of supply at the parent connection point;(g) safety requirements;(h) directions from a network operator, emergency service or regulatory authority; or(i) circumstances beyond GreenTech's reasonable control.Planned interruptionsWhere GreenTech controls a planned interruption, it will provide the notice required by applicable law.Additional notice and communication requirements may apply to registered life support customers.EmergenciesFor an electrical fault or emergency, use the applicable 24-hour emergency or fault contact shown on your bill or on the GreenTech Customer Hub.If there is an immediate danger to life or property, call 000.No guarantee of uninterrupted supplyGreenTech does not guarantee that electricity supply will be uninterrupted.This does not limit any right or remedy you have under applicable law.

GreenTech energy infrastructureGreenTech may own or operate solar photovoltaic systems, battery energy storage systems or other energy equipment serving the property.OwnershipUnless otherwise expressly agreed with you, you do not acquire any ownership interest in GreenTech's solar, battery or other energy infrastructure merely because it supplies or supports electricity supplied to your premises.OperationGreenTech may operate its solar, battery and other energy infrastructure as part of the overall energy system serving the property, subject to applicable law.Source of electricityThe presence of solar or battery infrastructure does not mean that electricity supplied to your premises at any particular time necessarily originated from that infrastructure.Customer-owned generationIf GreenTech agrees to purchase or otherwise receive electricity exported from solar PV or another generating system owned by you, the applicable export tariff and other conditions will be separately disclosed or agreed with you.

Where GreenTech provides EV charging as a separate Service:(a) applicable charging prices will be disclosed through the charging service, Tariff Schedule or Customer Hub;(b) any service-specific conditions will be made available to you;(c) EV charging charges will be separately identifiable where required; and(d) the regulatory protections applying to the supply of electricity to your premises may not necessarily apply in the same manner to a separately provided EV charging service.

You must:(a) provide accurate information reasonably required to establish and maintain your account;(b) pay lawful charges for Services supplied to you;(c) provide reasonable access to metering and GreenTech equipment where required;(d) not tamper with, bypass, damage or interfere with a meter, Embedded Network or GreenTech equipment;(e) use electricity and other Services safely and lawfully;(f) notify GreenTech as soon as reasonably practicable if you become aware of a fault, damage or unsafe condition affecting GreenTech equipment;(g) keep your contact information reasonably up to date;(h) notify GreenTech of relevant life support requirements; and(i) notify GreenTech when you are moving out.

GreenTech will:(a) provide its Services in accordance with applicable law;(b) maintain equipment for which GreenTech is responsible;(c) maintain the licences, registrations, exemptions and approvals required for the activities it performs;(d) provide clear information about applicable tariffs, fees and charges;(e) issue bills in accordance with applicable requirements;(f) comply with applicable payment difficulty and hardship obligations;(g) comply with applicable life support requirements;(h) comply with applicable disconnection and reconnection protections;(i) facilitate lawful access to retail competition;(j) provide a reasonable complaints and dispute resolution process;(k) protect personal information in accordance with applicable privacy laws and GreenTech's Privacy Policy; and(l) comply with other mandatory customer protections applying to the Services.

Information we collectGreenTech may collect and hold information including:(a) your identity and contact details;(b) account information;(c) billing and payment information;(d) electricity consumption and interval meter data;(e) meter and connection information;(f) information concerning payment assistance;(g) life support information; and(h) other information reasonably required to provide and administer the Services.How information may be usedGreenTech may use information where reasonably necessary to:(a) establish and manage your account;(b) provide and bill for Services;(c) read and manage meters;(d) operate, monitor and maintain the Embedded Network;(e) forecast and manage energy requirements;(f) respond to enquiries and complaints;(g) administer applicable customer protections;(h) comply with legal and regulatory obligations; and(i) otherwise operate GreenTech's Services lawfully.Service providersGreenTech may use third-party service providers for functions including billing, customer management, metering, communications, IT and energy services.Personal information disclosed to service providers will be handled in accordance with applicable privacy requirements.Privacy PolicyFurther information about how GreenTech handles personal information is contained in GreenTech's Privacy Policy.

Contact GreenTechIf you have a concern or complaint about your account, bill, meter, electricity supply or another GreenTech Service, please contact us.GreenTech will investigate and seek to resolve your complaint fairly and promptly in accordance with its Complaints & Dispute Resolution Policy.Internal escalationIf you are not satisfied with GreenTech's initial response, you may ask for your complaint to be escalated internally.External dispute resolutionIf your complaint cannot be resolved through GreenTech's internal complaints process, you may be entitled to refer the matter to an independent energy ombudsman, tribunal or another external dispute resolution body.Depending on where your Premises are located, this may include:(a) Queensland – Energy and Water Ombudsman Queensland (EWOQ), where the relevant customer and GreenTech regulatory arrangements fall within EWOQ's jurisdiction;(b) New South Wales – Energy & Water Ombudsman NSW (EWON);(c) Australian Capital Territory – ACT Civil and Administrative Tribunal (ACAT), which performs the energy and water complaint and dispute resolution function in the ACT;(d) Victoria – Energy and Water Ombudsman Victoria (EWOV); or(e) South Australia – Energy & Water Ombudsman SA (EWOSA).Access to a particular external dispute resolution scheme depends upon applicable law, your customer classification and GreenTech's regulatory status for the relevant Embedded Network.Where GreenTech is required to be a member of an energy ombudsman scheme, GreenTech will maintain that membership.GreenTech will publish current external dispute resolution contact details on the Customer Hub and, where required by law, on customer bills.Nothing in these Terms prevents you from exercising another complaint, tribunal or legal right available to you.

When you move into Premises supplied through a GreenTech Embedded Network, you should complete the Get Connected process available through the GreenTech Customer Hub.GreenTech will provide or make available the information required by applicable law concerning:(a) your electricity supply;(b) applicable tariffs and fees;(c) payment methods;(d) retail choice;(e) complaints and dispute resolution;(f) faults and emergencies;(g) customer protections; and(h) GreenTech's applicable regulatory arrangements.

Tell usYou must notify GreenTech when you intend to leave the Premises and provide:(a) your move-out date;(b) forwarding contact details; and(c) any other information reasonably required to finalise your account.Final billGreenTech will arrange a final meter reading or otherwise determine final consumption in accordance with applicable requirements and issue a final bill.Outstanding amountsEnding your account does not affect your obligation to pay lawful charges incurred before the account ended.

When these Terms may changeGreenTech may amend these Terms where reasonably necessary because of:(a) a change in law or regulatory requirements;(b) a change to GreenTech's licence, registration, exemption or authorisation;(c) a change to the operation of the Embedded Network;(d) a change reasonably necessary to protect customers or improve the Services; or(e) another lawful and reasonable operational requirement.NoticeGreenTech will provide any notice of a change required by applicable law.Customer protectionsA change to these Terms will not retrospectively remove an accrued customer right or allow GreenTech to avoid a mandatory customer protection.

GreenTech may transfer responsibility for operating an Embedded Network or providing a Service where permitted by applicable law and the arrangements governing the property.Any replacement provider must hold or obtain the regulatory authority required to perform its activities.GreenTech will provide customers with any notice required by applicable law.A regulatory licence, registration or exemption will only transfer where legally permitted and in accordance with the applicable regulatory process.

Non-excludable rightsNothing in these Terms excludes, restricts or modifies:(a) the Australian Consumer Law;(b) an applicable energy customer protection;(c) a statutory guarantee;(d) a right or remedy that cannot lawfully be excluded or limited; or(e) GreenTech's liability to the extent it cannot lawfully be excluded or limited.Matters outside GreenTech's responsibilityTo the extent permitted by law, GreenTech is not responsible for loss caused solely by an interruption, failure or event originating outside equipment or infrastructure for which GreenTech is responsible.This does not apply to the extent that the loss was caused or contributed to by GreenTech's breach, negligence or other liability under applicable law.

GreenTech will not be in breach of these Terms to the extent it is prevented from performing an obligation by circumstances beyond its reasonable control.These may include:(a) failure of the external electricity network;(b) natural disasters;(c) fires, floods or severe weather;(d) emergencies;(e) industrial action not involving GreenTech's own employees;(f) failure of critical third-party infrastructure; or(g) a lawful direction from an emergency service, regulator, government authority or network operator.GreenTech will take reasonable steps to minimise the effect of such an event where reasonably practicable.This section does not exclude any customer right or GreenTech obligation that continues to apply despite the event.

Electronic communicationsWhere permitted by law, GreenTech may communicate with you electronically, including by:(a) email;(b) SMS;(c) the GreenTech Customer Hub;(d) My Account; or(e) another electronic method agreed with you.Mandatory noticesWhere applicable law requires a notice to be given in a particular form, within a particular period or using a particular communication method, GreenTech will comply with that requirement.Your contact detailsYou should keep your contact details up to date so that GreenTech can provide important information concerning your account and Services.

How this section appliesThe electricity regulatory framework applying to you depends on the State or Territory in which your Premises are located.The subsection for your State or Territory forms part of your Service Agreement.These provisions supplement the other provisions of these Terms.If a jurisdiction-specific provision conflicts with another provision of these Terms, the jurisdiction-specific provision applies to the extent of the inconsistency.If these Terms are inconsistent with a mandatory law, regulatory requirement, licence or exemption condition applying to you, that mandatory requirement prevails.QUEENSLANDIf your Premises are located in Queensland, this section applies.(a) Regulatory frameworkThe sale of electricity by an exempt seller within an Embedded Network is regulated under the National Energy Retail Law (Queensland), the National Energy Retail Rules and the applicable AER retail exemption framework.The ownership, control or operation of an Embedded Network is also subject to the National Electricity Law, National Electricity Rules and applicable AER network exemption requirements.GreenTech will maintain and comply with the retail and network exemptions or other regulatory authorities required for the activities it performs.(b) Electricity pricingElectricity pricing arrangements differ between South East Queensland and parts of regional Queensland.In South East Queensland, the Default Market Offer (DMO) determined by the AER is part of the regulatory pricing framework for small electricity customers.Where an applicable exemption condition, law or regulatory requirement limits GreenTech's tariff by reference to the DMO or a DMO tariff cap, GreenTech will not charge more than the applicable maximum.The DMO includes benchmark annual comparison prices and, where applicable, regulated tariff caps. Your actual bill depends on your electricity consumption and the tariff applying to you.Different regulated pricing arrangements may apply to customers in regional Queensland. Where those arrangements apply to your Premises or GreenTech's exemption conditions require reference to them, GreenTech will comply with the applicable regional price protection.The tariff GreenTech actually charges will be shown in the applicable Tariff Schedule.(c) Retail choiceIf you are eligible to choose an authorised electricity retailer and that retailer is willing to make you an offer, GreenTech will not prevent or unreasonably obstruct you from doing so.GreenTech will cooperate with the Embedded Network Manager and relevant market participants where required to facilitate your transfer.(d) Customer protectionsGreenTech will comply with applicable protections concerning:billing and payment;payment difficulty and hardship;family and domestic violence;life support;disconnection and reconnection;metering;access to retail competition; andcomplaint handling.(e) Energy and Water Ombudsman QueenslandYou should first raise your complaint with GreenTech.Residential embedded network customers and other eligible customers may have access to the Energy and Water Ombudsman Queensland (EWOQ).Whether EWOQ can consider a particular complaint depends on the relevant customer and GreenTech exemption category and applicable Queensland law.Where GreenTech is required to participate in EWOQ in respect of the relevant Embedded Network, GreenTech will maintain that participation.If EWOQ does not have jurisdiction over a particular matter, other avenues may include the Queensland Office of Fair Trading or the Queensland Civil and Administrative Tribunal (QCAT), depending on the nature of the dispute.NEW SOUTH WALESIf your Premises are located in New South Wales, this section applies.(a) Regulatory frameworkThe sale of electricity by an exempt seller within an Embedded Network is regulated under the National Energy Retail Law (NSW), the National Energy Retail Rules and applicable AER retail exemption requirements.The Embedded Network is also subject to the National Electricity Law, National Electricity Rules and applicable AER network exemption requirements.GreenTech will maintain and comply with the exemptions and other regulatory authorities required for the activities it performs.(b) Default Market Offer and electricity pricesThe Default Market Offer (DMO) is determined by the AER for relevant NSW distribution areas.Where the applicable regulatory framework limits GreenTech's electricity tariff by reference to the DMO, a DMO tariff cap or another regulated maximum, GreenTech will not charge more than that maximum.The DMO framework includes:annual comparison prices based on benchmark electricity consumption; andwhere applicable, tariff caps applying to residential daily supply and electricity usage rates.The annual comparison price is a benchmark and does not mean that every customer's total annual bill is capped at that amount. Your actual bill depends on your consumption and the applicable tariff.GreenTech's actual prices will be published in its applicable Tariff Schedule.(c) IPARTThe Independent Pricing and Regulatory Tribunal NSW (IPART) performs a number of regulatory functions within the NSW energy sector.IPART does not determine the DMO, which is determined by the AER.Where an IPART licence, determination, compliance requirement or other NSW regulatory requirement applies to an activity performed by GreenTech or to the relevant Embedded Network, GreenTech will comply with that requirement.(d) Retail choiceWhere you are entitled to choose another authorised electricity retailer, GreenTech will not prevent or unreasonably impede that choice.GreenTech will cooperate with the Embedded Network Manager, your chosen retailer and relevant market participants as required to facilitate access to retail competition.(e) Customer protectionsGreenTech will comply with applicable NSW and national customer protections concerning:billing;payment assistance;family and domestic violence;life support;disconnection and reconnection;metering;retail competition; andcomplaints.(f) Energy & Water Ombudsman NSWYou should first raise any complaint with GreenTech.If your complaint cannot be resolved and the matter is within its jurisdiction, you may refer the complaint to the Energy & Water Ombudsman NSW (EWON).GreenTech will maintain EWON membership where required by its retail or network exemption conditions or other applicable law.AUSTRALIAN CAPITAL TERRITORYIf your Premises are located in the Australian Capital Territory, this section applies.(a) Regulatory frameworkThe sale and supply of electricity within an Embedded Network may be subject to the National Energy Retail Law (ACT), National Energy Retail Rules, National Electricity Law, National Electricity Rules and applicable ACT legislation.GreenTech will maintain and comply with any AER retail exemption, network exemption and other regulatory authority required for the activities it performs.(b) ICRC and electricity pricingThe ACT has its own regulated electricity standing offer pricing framework.The Independent Competition and Regulatory Commission (ICRC) determines regulated standing offer price arrangements for the supply of electricity to eligible ACT small customers under the applicable ACT price direction.GreenTech will comply with any ACT pricing requirement, AER exemption condition or other regulated maximum that applies to its supply of electricity to you.Where GreenTech's applicable exemption conditions require its price to be assessed by reference to an ACT standing offer, regulated tariff or other benchmark, GreenTech will not charge more than the amount permitted under that framework.The applicable regulated standing offer should not be confused with the DMO applying in NSW, South East Queensland and South Australia.GreenTech's actual tariff will be shown in its applicable Tariff Schedule.(c) Retail choiceWhere you are eligible to purchase electricity from an authorised retailer of your choice and the retailer is willing to make you an offer, GreenTech will not prevent or unreasonably obstruct that choice.GreenTech will cooperate with relevant market participants where required.(d) Customer protectionsGreenTech will comply with applicable ACT and national protections concerning:billing and payment;payment difficulty;family and domestic violence;life support;disconnection and reconnection;metering;retailer choice; andcomplaints.(e) ACT Civil and Administrative TribunalYou should first raise any complaint with GreenTech.If your complaint cannot be resolved, you may be entitled to refer an energy or water complaint to the ACT Civil and Administrative Tribunal (ACAT).ACAT performs the energy and water complaint resolution function in the ACT and may deal with matters including billing, wrongful disconnection, payment arrangements, connections, transfers, meters, network faults and outages.The availability of ACAT to determine a particular matter depends on its jurisdiction and applicable law.VICTORIAIf your Premises are located in Victoria, this section applies.(a) Victorian regulatory frameworkVictoria has a different regulatory framework for the sale and supply of electricity from Queensland, New South Wales, the Australian Capital Territory and South Australia.The sale and supply of electricity in Victoria is regulated under Victorian legislation and applicable requirements administered by the Essential Services Commission Victoria (ESC).Depending on GreenTech's activities and the relevant site, GreenTech may be required to hold or comply with an electricity licence, exemption or other Victorian regulatory authority.Separately, the AER network exemption framework may apply to the ownership, control and operation of an Embedded Network in Victoria.GreenTech will maintain and comply with the regulatory authority required for the activities it performs.(b) Victorian Default OfferWhere the Victorian Default Offer (VDO) operates as the maximum electricity price applicable to your embedded network supply, GreenTech will not charge more than the applicable VDO maximum.The VDO is determined by the Essential Services Commission Victoria and is periodically updated.The VDO is separate from the DMO applicable in NSW, South East Queensland and South Australia.GreenTech's actual electricity tariff will be shown in its applicable Tariff Schedule.(c) Retail choiceWhere Victorian law gives you the right to purchase electricity from an authorised retailer of your choice, GreenTech will not prevent or unreasonably obstruct that right.GreenTech will cooperate with the Embedded Network Manager and relevant market participants where required.(d) Customer protectionsGreenTech will comply with applicable Victorian protections concerning:billing and payment;payment difficulty;family and domestic violence;life support;disconnection and reconnection;metering;retail competition; andcomplaint handling.(e) Energy and Water Ombudsman VictoriaYou should first raise any complaint with GreenTech.Where the matter is within its jurisdiction, you may refer an unresolved complaint to the Energy and Water Ombudsman Victoria (EWOV).GreenTech will maintain EWOV membership where required by Victorian law or the regulatory arrangements applying to the relevant Embedded Network.SOUTH AUSTRALIAIf your Premises are located in South Australia, this section applies.(a) Regulatory frameworkThe sale of electricity by an exempt seller within an Embedded Network is regulated under the National Energy Retail Law (South Australia), National Energy Retail Rules and applicable AER retail exemption requirements.The ownership, control or operation of the Embedded Network may also be subject to the National Electricity Law, National Electricity Rules and applicable AER network exemption requirements.Additional South Australian requirements may also apply.GreenTech will maintain and comply with the exemptions and other regulatory authorities required for the activities it performs.(b) Default Market Offer and electricity pricesThe Default Market Offer (DMO) is determined by the AER for the SA Power Networks distribution area.Where an applicable law or exemption condition limits GreenTech's electricity charges by reference to the DMO, a DMO tariff cap or another regulated maximum, GreenTech will not charge more than the applicable maximum.The DMO framework includes annual comparison prices and, where applicable, tariff caps.An annual DMO comparison price is based on benchmark electricity consumption and does not itself cap the total amount of an individual customer's bill irrespective of their actual electricity use.GreenTech's actual electricity tariff will be shown in its applicable Tariff Schedule.(c) Retail choiceWhere you are entitled to purchase electricity from another authorised retailer and that retailer is willing to make you an offer, GreenTech will not prevent or unreasonably obstruct that choice.GreenTech will cooperate with the Embedded Network Manager and relevant market participants as required.(d) Customer protectionsGreenTech will comply with applicable protections concerning:billing;payment assistance;family and domestic violence;life support;disconnection and reconnection;metering;access to retail competition; andcomplaints.(e) Energy & Water Ombudsman SAYou should first raise your complaint with GreenTech.If your complaint cannot be resolved and the matter falls within its jurisdiction, you may refer the complaint to the Energy & Water Ombudsman SA (EWOSA).Residential embedded network operators and other embedded network providers required to participate in the EWOSA scheme must maintain membership of that scheme.GreenTech will maintain EWOSA membership where required by applicable law, its exemption conditions or the regulatory arrangements applying to the relevant Embedded Network.EWOSA may consider matters including billing, payment arrangements, disconnection, connections, transfers, metering and privacy, subject to its jurisdiction.

The principal regulatory and external dispute resolution bodies relevant to GreenTech customers include:LocationPrincipal regulatory bodiesExternal dispute resolutionQueenslandAustralian Energy Regulator and relevant Queensland energy authoritiesEnergy and Water Ombudsman Queensland where applicable; otherwise other available Queensland consumer or tribunal processesNew South WalesAustralian Energy Regulator and Independent Pricing and Regulatory Tribunal NSWEnergy & Water Ombudsman NSWAustralian Capital TerritoryAustralian Energy Regulator and Independent Competition and Regulatory CommissionACT Civil and Administrative TribunalVictoriaEssential Services Commission Victoria and Australian Energy Regulator for matters within the AER's jurisdictionEnergy and Water Ombudsman VictoriaSouth AustraliaAustralian Energy Regulator and relevant South Australian authorities, including the Essential Services Commission of South Australia where applicableEnergy & Water Ombudsman SAThe body responsible for a particular issue depends on the nature of the Service, the regulatory status of the Embedded Network, your customer classification and applicable law.GreenTech will publish current contact information for applicable regulators and external dispute resolution bodies on the Customer Hub and will provide that information on customer bills where required by law.

Your Service Agreement may end:(a) when you move out and close your account;(b) when you transfer to another electricity retailer, to the extent GreenTech ceases selling electricity to you;(c) by agreement between you and GreenTech;(d) where GreenTech lawfully ceases providing the relevant Service;(e) where required by law; or(f) in another circumstance expressly permitted under your Service Agreement or applicable law.Ending GreenTech's retail electricity supply does not necessarily disconnect your Premises from the physical Embedded Network.Any rights or obligations accrued before your Service Agreement ends continue to apply.

These Terms are governed by the laws applying in the State or Territory in which your Premises are located.Nothing in this section limits any right you have under Commonwealth legislation, national energy legislation or another law that applies to you.

In these Terms:AER means the Australian Energy Regulator.Customer Hub means GreenTech's online customer information and service platform.Default Market Offer or DMO means the electricity price benchmark or maximum price determined by the AER for the relevant customer and jurisdiction where applicable.Embedded Network means the private electricity network through which electricity is distributed within the property containing your Premises.Embedded Network Manager or ENM means an appropriately accredited person appointed to perform embedded network market functions where required.ESC means the Essential Services Commission Victoria.GreenTech means GreenTech Microgrids Pty Ltd ABN 37 695 726 428.ICRC means the Independent Competition and Regulatory Commission of the Australian Capital Territory.IPART means the Independent Pricing and Regulatory Tribunal NSW.NMI means National Metering Identifier.Premises means the premises, lot, unit or other occupancy to which GreenTech provides a Service.Service means electricity or another energy or utility service supplied by GreenTech to you.Service Agreement has the meaning given in section 1.3.Tariff Schedule means the GreenTech schedule setting out the tariffs, prices, fees and charges applying to the relevant Service.Terms means these Occupier Terms of Service.Victorian Default Offer or VDO means the Victorian electricity pricing arrangement determined by the Essential Services Commission where applicable.You and your mean the customer or occupier receiving a Service from GreenTech.

If you need help with your account, bill, payment arrangements, life support registration or another GreenTech Service, please contact us.GreenTech MicrogridsCustomer Support1300 738 529 Emailsupport@greentechmicrogrids.com.auComplaintscomplaints@greentechmicrogrids.com.auWebsitewww.greentechmicrogrids.com.auCustomer HubFor electricity faults or emergencies, use the 24-hour emergency or fault number applicable to your property, displayed on your bill and in the Customer Hub.If there is an immediate danger to life or property, call 000.NEED HELP?If you are:having difficulty paying your bill;affected by family or domestic violence;registering life support equipment;concerned about a bill;moving in or moving out; orwishing to make a complaint,please contact GreenTech.We encourage you to contact us early so we can explain the assistance and protections available to you.