Family & Domestic
Violence Policy

GreenTech Microgrids Pty Ltd ("GreenTech", "we", "our" or "us") recognises that family and domestic violence can have a significant impact on the safety, wellbeing and financial circumstances of customers.GreenTech recognises that every customer's circumstances are unique. Assistance will be provided using a trauma-informed, customer-centred approach that prioritises safety, dignity, choice and respect.GreenTech is committed to treating affected customers with dignity, respect, compassion and sensitivity.The purpose of this Policy is to explain how GreenTech supports customers who may be experiencing family or domestic violence and the assistance that may be available.

GreenTech is committed to:Treating customers with respect and empathyPrioritising customer safetyMaintaining confidentiality wherever possibleProviding flexible support arrangementsMinimising the need for customers to repeatedly explain their circumstancesTaking reasonable steps to protect customer informationWorking with customers to find practical solutionsAllowing customers to decide how much information they wish to share;Recognising that customers are the best judges of their own safety.GreenTech will generally accept a customer's disclosure without requiring documentary evidence.Evidence will only be requested where required by law or where reasonably necessary to implement a requested account change.

Customers seeking assistance have the right to:be treated respectfully and without judgement;have their safety prioritised;communicate with GreenTech using safe communication methods;nominate an authorised representative;request confidential handling of their account;receive payment assistance where appropriate;access interpreter or accessibility services where reasonably required;lodge a complaint if dissatisfied with GreenTech's response.

Family and domestic violence can include behaviour that is:Physically abusiveEmotionally or psychologically abusiveFinancially abusiveCoercive or controllingThreatening or intimidatingFamily and domestic violence may occur between:Current or former partnersFamily membersCarersOther household membersGreenTech recognises that family and domestic violence can affect people of all ages, genders, cultures and backgrounds.

Depending on individual circumstances, GreenTech may provide assistance including:Safe Communication ArrangementsCustomers may request:Alternative contact methodsAlternative email addressesAlternative postal addressesConfidential communication arrangementsAccount SupportWhere appropriate, GreenTech may assist with:Account reviewsUpdating account detailsChanges to authorised contactsProtection of customer informationEstablishing confidential account notesRestricting disclosure of customer informationReviewing joint account arrangements where appropriateBilling and Payment AssistanceCustomers experiencing family or domestic violence may be eligible for:Flexible payment arrangementsAdditional time to payPayment difficulty assistanceReferral to support servicesFurther information is available in GreenTech's Payment Difficulty Policy.Dedicated Customer SupportCustomers may request that their matter be handled by an appropriately authorised GreenTech representative.GreenTech will seek to minimise the need for customers to repeatedly explain their circumstances.AccessibilityCustomers may request:interpreter services;translated information where reasonably available;communication through a support person;alternative communication formats.Additional SupportGreenTech may provide information about:Community support servicesCounselling servicesFinancial counselling servicesGovernment support servicesExternal Support ServicesGreenTech may provide information regarding specialist support organisations including:1800RESPECTPhone: 1800 737 732Website: www.1800respect.org.auGreenTech may also provide information about relevant state-based or local support services where appropriate.

GreenTech recognises the importance of protecting the privacy and safety of customers affected by family or domestic violence.Information relating to family violence will only be accessible to authorised personnel with a legitimate business need.Information disclosed to GreenTech will be handled sensitively and in accordance with our Privacy Policy.GreenTech will take reasonable steps to:Restrict access to sensitive informationProtect customer recordsMaintain confidentialityEnsure information is only shared where necessary or required by lawThere may be circumstances where GreenTech is required by law to disclose information to regulatory authorities, courts or law enforcement agencies.GreenTech may apply confidential account markers or account management controls where reasonably necessary to support customer safety.

Customers are not required to disclose detailed personal circumstances to receive assistance.GreenTech will only request information that is reasonably necessary to understand how we can support the customer.Customers may choose how much information they wish to share.

If a customer believes that communications from GreenTech could place them at risk, they should advise us immediately.GreenTech will work collaboratively with customers to determine the safest way to communicate.GreenTech will not assume a preferred communication method.

GreenTech seeks to ensure relevant employees receive appropriate training in:trauma-informed communication;confidentiality;recognising vulnerability;referral pathways;privacy obligations.

If a customer is unhappy with how GreenTech has handled a matter relating to family or domestic violence, they may lodge a complaint.If a customer believes their safety concerns have not been appropriately addressed, they may request review by a senior GreenTech representative.Further information is available in GreenTech's Complaints & Dispute Resolution Policy.

This Policy should be read together with:Customer CharterPrivacy PolicyComplaints & Dispute Resolution PolicyPayment Difficulty PolicyLife Support PolicyAll these documents can be found on our Customer Hub

If a customer is in immediate danger or requires urgent assistance, they should contact emergency services by calling:000GreenTech is unable to provide emergency assistance services.

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