Central Heated Water
& Chilled Water

1.1 Who we areGreenTech Microgrids Pty Ltd ABN 37 695 726 428 (GreenTech, we, us or our) provides central heated water, chilled water and related thermal energy services to customers in participating properties.Our contact details are:GreenTech Microgrids Pty Limited Suite 403, 167 Queen StreetMelbourne Victoria 3000Telephone: 1300 738 529Email:support@greentechmicrogrids.com.auCustomer Hub:https://www.greentechmicrogrids.com.au/customer-hub1.2 What these Terms coverThese Terms govern the supply by GreenTech to your Premises of:(a) a Central Heated Water Service;(b) a Chilled Water Service; or(c) both,as identified in your applicable Tariff Schedule.Your agreement with us comprises:(a) these Terms;(b) your applicable Tariff Schedule;(c) any property-specific offer, pricing commitment or customer arrangement expressly incorporated into your agreement; and(d) any rights, protections or obligations which Applicable Law requires to form part of, or apply to, your agreement.Together, these documents form your Customer Agreement.1.3 Where these Terms applyThese Terms are designed for GreenTech customers in:(a) Victoria;(b) New South Wales;(c) Queensland;(d) the Australian Capital Territory; and(e) South Australia.The laws and customer protections applying to you depend on:(a) the State or Territory in which your Premises are located;(b) whether you receive heated water, chilled water or both;(c) how the Service is produced, measured and charged;(d) your customer classification;(e) the type of Property; and(f) the regulatory framework applying to the Service.1.4 Mandatory rights prevailIf these Terms are inconsistent with a right or protection which cannot lawfully be excluded or modified, that mandatory right or protection prevails.Nothing in these Terms excludes, restricts or modifies a right or remedy under the Australian Consumer Law or other Applicable Law which cannot lawfully be excluded, restricted or modified.

In these Terms:Applicable Law means all applicable Commonwealth, State and Territory legislation, regulations, codes, standards, licence or exemption conditions, regulatory instruments, statutory requirements and other legally binding obligations applying from time to time to GreenTech, you, the Property, the Thermal Service or the activities contemplated by the Customer Agreement.Applicable Price Protection means any maximum price, regulated price, benchmark, price cap, pricing methodology or other pricing protection which Applicable Law requires to be applied to your Thermal Service or customer class.Central Heated Water Service means the provision of heated water or associated thermal energy to your Premises through a central or shared system.Central Thermal Energy System means the shared plant and infrastructure used to generate, distribute, store, measure, control or manage a Central Heated Water Service or Chilled Water Service at the Property.Chilled Water Service means the provision of chilled water or associated thermal energy through a central or shared system for air-conditioning, cooling or another agreed purpose.Customer Agreement has the meaning given in clause 1.2.Customer Equipment means equipment serving your Premises which is not owned or maintained by GreenTech, which may include internal pipework, valves, fixtures, fan-coil units, air-handling units, thermostats, tempering valves and thermostatic mixing valves.Input Energy means electricity, natural gas, solar energy, recovered heat or another fuel or energy source used to produce or operate the Thermal Service.Input Water means potable, recycled or other water used by or supplied to the Central Thermal Energy System.Meter means a meter or other measuring device used to measure water volume, thermal energy, flow, temperature, Input Energy, Input Water or another quantity relevant to your Service.Occupier or you means the person who enters into the Customer Agreement with GreenTech.Premises means the premises identified in your application, offer, account or Tariff Schedule.Property means the building, development or site containing your Premises and the Central Thermal Energy System.Property Party means the property owner, Owners Corporation, body corporate or other person responsible for the Property-level arrangements with GreenTech.Service Boundary means the point at which responsibility for thermal infrastructure changes between GreenTech, the Property Party, you or another person.Tariff Schedule means the document or electronic information provided to you setting out the Service, measurement methodology, prices and charges applying to you.Thermal Service means a Central Heated Water Service, Chilled Water Service or both.

3.1 Starting your agreementYour Customer Agreement starts when:(a) you accept GreenTech's offer;(b) you complete GreenTech's onboarding process;(c) GreenTech commences supplying a Thermal Service to you following an arrangement you have entered into with us; or(d) another circumstance recognised by Applicable Law creates a customer relationship between us.3.2 Our Service to youSubject to Applicable Law, GreenTech will:(a) arrange for the applicable Thermal Service to be provided to your Premises;(b) operate and maintain the GreenTech infrastructure used to provide that Service;(c) arrange for your consumption or use to be measured or calculated;(d) bill you for the Service and applicable lawful charges;(e) provide customer service and account management; and(f) comply with customer protections applying to our Service relationship with you.3.3 Property-level arrangementsGreenTech's separate agreement with the Property Party concerning the Central Thermal Energy System, infrastructure and Property does not form part of your Customer Agreement.You do not acquire rights under that agreement, and you are not responsible for the Property Party's obligations under it, merely because GreenTech supplies a Thermal Service to you, except to the extent expressly stated in your Customer Agreement or required by Applicable Law.You are not responsible for GreenTech Equipment Value, depreciation, disengagement costs or other property-level investment or termination amounts merely because your Customer Agreement ends.3.4 Property responsibilitiesNothing in your Customer Agreement transfers to you a statutory obligation imposed on the Property Party, landlord, rental provider, Owners Corporation, body corporate or another person unless Applicable Law permits that obligation to be transferred to you.

4.1 Thermal ServiceThe Service GreenTech supplies to you is the Thermal Service identified in your Tariff Schedule.Depending on the Property, that Service may be produced using:(a) electricity;(b) natural gas;(c) solar energy;(d) recovered heat;(e) Input Water; or(f) another energy or thermal source.4.2 Input EnergyThe use of electricity, natural gas or another energy source to produce your Thermal Service does not, of itself, mean GreenTech is separately selling that Input Energy to you under these Terms.If GreenTech separately sells electricity, natural gas or another regulated energy product to you, that supply will be governed by the applicable separate agreement and Applicable Law.4.3 Input WaterThe use of Input Water in producing or delivering a Thermal Service does not, of itself, mean GreenTech is separately selling water to you as a regulated water utility service.4.4 Customer protections linked to an inputDespite clauses 4.2 and 4.3, Applicable Law may require GreenTech to apply:(a) pricing protections;(b) billing requirements;(c) payment-assistance requirements;(d) restriction or disconnection protections;(e) complaint-handling requirements; or(f) other customer protections,by reference to the Input Energy, Input Water or another component of the Thermal Service.Where those requirements apply to your Service, GreenTech will comply with them.

5.1 Service suppliedYour Tariff Schedule will identify whether GreenTech supplies you with:(a) a Central Heated Water Service;(b) a Chilled Water Service; or(c) both.5.2 Central Heated Water ServiceWhere you receive a Central Heated Water Service, GreenTech is responsible for the generation and delivery of heated water or thermal energy to the applicable Service Boundary.5.3 Chilled Water ServiceWhere you receive a Chilled Water Service, GreenTech is responsible for the generation and delivery of chilled water or thermal energy to the applicable Service Boundary.5.4 Service BoundaryGreenTech is responsible for GreenTech equipment and infrastructure up to the applicable Service Boundary.The Property Party, you or another person may be responsible for infrastructure beyond that point.5.5 Customer EquipmentUnless expressly stated otherwise, GreenTech is not responsible for Customer Equipment.Depending on your Premises and Service, this may include:(a) internal tenancy pipework;(b) fixtures;(c) tempering valves;(d) thermostatic mixing valves;(e) fan-coil units;(f) air-handling units;(g) thermostats;(h) tenancy controls; or(i) other equipment located beyond GreenTech's Service Boundary.

6.1 GreenTech's responsibilitiesGreenTech will operate and maintain GreenTech equipment:(a) with due care and skill;(b) in accordance with Applicable Law; and(c) having regard to applicable safety, public-health and technical requirements.6.2 Central heated waterFor a Central Heated Water Service, GreenTech will have regard to applicable requirements concerning:(a) safe system operation;(b) water quality;(c) plumbing;(d) public health;(e) microbial risks, including Legionella where relevant; and(f) scalding risk.6.3 Chilled waterFor a Chilled Water Service, GreenTech will operate GreenTech equipment in accordance with applicable technical, safety and health requirements.Unless expressly designed and approved for another use, chilled water circulating through a closed-loop system is not potable and must not be used for drinking or domestic consumption.6.4 Internal temperature or comfortUnless your Tariff Schedule expressly states otherwise, GreenTech does not guarantee a particular:(a) room temperature;(b) indoor comfort level; or(c) performance of Customer Equipment.Performance within your Premises may be affected by matters outside GreenTech's control, including the design and condition of your Premises and Customer Equipment.6.5 Safety issuesYou should notify GreenTech or the Property Party promptly if you become aware of a material leak, water-quality issue, plant issue or other safety concern affecting the Thermal Service.If there is immediate danger to life or property, call 000.

7.1 How your Service is measuredDepending on the Property and Thermal Service, your consumption may be measured or calculated using:(a) litres or kilolitres;(b) thermal energy;(c) flow and temperature differential;(d) an Input Energy-equivalent methodology;(e) an allocation methodology; or(f) another lawful measurement method.7.2 Your Tariff ScheduleYour Tariff Schedule will identify or refer you to the applicable:(a) measurement basis;(b) Meter arrangement;(c) conversion methodology;(d) allocation methodology;(e) efficiency factor, where applicable;(f) treatment of shared-system consumption, where applicable; and(g) other material inputs used to calculate your charges.7.3 TransparencyGreenTech will apply the applicable measurement and calculation methodology consistently and will provide a reasonable explanation of the methodology on request.7.4 Meter accessYou must provide or facilitate reasonable access to a Meter where:(a) access is reasonably required;(b) the Meter is within an area under your control; and(c) access is permitted by Applicable Law.Where the Meter is in a common area, GreenTech will generally arrange access through the Property Party or Building Manager.7.5 Meter or measurement concernsIf you reasonably believe a Meter, measurement or calculation is incorrect, you may ask GreenTech to investigate.GreenTech will investigate in accordance with Applicable Law and the applicable metering or measurement methodology.Any investigation or testing fee will only be charged where lawfully permitted and properly disclosed.7.6 EstimatesGreenTech may estimate consumption where reasonably necessary and permitted by Applicable Law, including where:(a) Meter data is unavailable;(b) a Meter cannot reasonably be accessed;(c) data is incomplete or unreliable; or(d) another permitted circumstance applies.Where appropriate, GreenTech will adjust an estimated bill when reliable information becomes available.

8.1 Your Tariff ScheduleBefore or when your Service commences, GreenTech will provide your applicable Tariff Schedule.It will identify, where applicable:(a) your Thermal Service;(b) customer class;(c) measurement basis;(d) Input Energy;(e) usage tariff;(f) fixed or service charges;(g) metering charges;(h) demand or capacity charges;(i) other lawful charges;(j) any Applicable Price Protection;(k) any GreenTech discount or pricing commitment;(l) the period of that commitment;(m) the tariff effective date;(n) the annual review date; and(o) whether prices include GST.8.2 Applicable Price ProtectionGreenTech will comply with any Applicable Price Protection applying to your Thermal Service and customer class.Depending on the jurisdiction and legal character of the Service, this may include a maximum price, regulated methodology or protection derived from:(a) an electricity price or tariff;(b) a natural gas price or tariff;(c) a water-related pricing requirement;(d) another regulated benchmark; or(e) another methodology prescribed by Applicable Law.8.3 Pricing commitmentsIf your Tariff Schedule states that GreenTech will provide:(a) a specified discount to an identified benchmark;(b) a fixed price;(c) a maximum price;(d) a maximum annual increase; or(e) another pricing commitment,GreenTech will honour that commitment for its stated period, subject to Applicable Law.8.4 Annual price reviewGreenTech may review your tariff no more than once in any 12-month period, unless:(a) Applicable Law permits or requires another change; or(b) your Tariff Schedule expressly provides for a lawful pass-through or other adjustment mechanism.In reviewing tariffs, GreenTech may have regard to changes in:(i) Input Energy costs;(ii) Input Water costs;(iii) labour;(iv) maintenance;(v) metering;(vi) water treatment;(vii) statutory and regulatory costs;(viii) inflation;(ix) system efficiency;(x) reasonable lifecycle and replacement costs; and(xi) other objectively reasonable costs of providing the Thermal Service.8.5 NoticeGreenTech will give you notice of a price change where and within the period required by Applicable Law.A price increase will not apply retrospectively.8.6 Property-level commercial arrangementsGreenTech may have separate commercial arrangements with the Property Party, including Financial Contributions, rebates, credits or infrastructure contributions.Those arrangements do not create an entitlement for you unless the relevant benefit is expressly reflected in your Tariff Schedule or Customer Agreement.

9.1 Charges to OccupiersGreenTech will only charge you an amount which:(a) is properly disclosed;(b) relates to your Thermal Service or another service you have agreed to receive; and(c) may lawfully be recovered from you.9.2 Property-owner costsNothing in these Terms requires you to pay an amount which Applicable Law requires:(a) a property owner;(b) landlord or rental provider;(c) Owners Corporation or body corporate; or(d) another person,to pay.9.3 Fixed and infrastructure chargesA fixed, plant, infrastructure, metering or other non-consumption charge applies to you only to the extent that:(a) it is disclosed in your Tariff Schedule; and(b) it may lawfully be recovered from you.

10.1 BillsGreenTech will ordinarily issue bills monthly unless your Tariff Schedule or Applicable Law provides otherwise.10.2 Information on your billYour bill will include the information required by Applicable Law and, where applicable:(a) the billing period;(b) consumption or measured quantity;(c) the measurement unit;(d) applicable tariffs and charges;(e) the amount payable;(f) the due date;(g) payment methods; and(h) GreenTech's contact details.10.3 Payment periodYou must pay your bill by the due date shown on the bill.GreenTech will provide any minimum payment period required by Applicable Law.10.4 Payment methodsAvailable payment methods will be shown on your bill or Customer Hub.GreenTech will provide any fee-free payment method required by Applicable Law.10.5 Billing errorsIf GreenTech identifies a billing error, we may correct the bill in accordance with Applicable Law.Any recovery of an undercharge or refund of an overcharge is subject to applicable statutory restrictions, time limits and customer protections.10.6 Disputed billsIf you dispute a bill:(a) contact GreenTech as soon as reasonably practicable;(b) identify the part you dispute and why; and(c) pay any amount not genuinely in dispute unless Applicable Law provides otherwise.GreenTech will investigate and explain the outcome.

11.1 Contact usIf you are experiencing difficulty paying a bill, contact GreenTech as early as possible.11.2 Available assistanceGreenTech will assess the assistance available to you under Applicable Law and GreenTech's Payment Difficulty Policy, including any hardship, vulnerability or other assistance required by Applicable Law.Where applicable to you and your Service, assistance may include:(a) additional time to pay;(b) payment plans;(c) instalment arrangements;(d) information about concessions, grants or rebates;(e) government or community assistance;(f) information about reducing consumption; and(g) other assistance required by Applicable Law.11.3 Mandatory protectionsWhere Applicable Law applies payment-difficulty, hardship, vulnerability or other minimum-assistance protections to your Thermal Service, GreenTech will provide those protections.11.4 Commercial customersCommercial customers should contact GreenTech promptly if experiencing payment difficulty.Any mandatory protections applying to that customer class remain unaffected.

Where applicable, GreenTech will:(a) provide reasonable information about concessions, rebates or assistance programs relevant to your Service;(b) facilitate an application or payment where GreenTech is required or authorised to do so; and(c) apply an approved concession, rebate or credit where required.Eligibility is determined under the relevant government or assistance program.

13.1 General ruleGreenTech may restrict or suspend a Thermal Service only where:(a) permitted by Applicable Law; and(b) reasonable in the circumstances.13.2 ReasonsSubject to Applicable Law, this may include:(a) non-payment after applicable notices and assistance have been provided;(b) failure to provide required access;(c) unlawful use of the Service;(d) interference with a Meter or thermal infrastructure;(e) safety or public-health circumstances;(f) emergency works;(g) necessary maintenance; or(h) another reason permitted by law.13.3 Customer protectionsGreenTech will not restrict or suspend your Service where prohibited by Applicable Law.GreenTech will comply with any applicable:(a) notice requirements;(b) payment-assistance protections;(c) vulnerability protections;(d) family-violence protections;(e) complaint protections;(f) health and safety requirements; and(g) reconnection or restoration requirements.13.4 RestorationWhere you are entitled to restoration of the Service, GreenTech will restore it within the time-frame required by Applicable Law after applicable requirements have been satisfied.Any restoration charge must be lawful and properly disclosed.

14.1 Possible interruptionsA Thermal Service may be interrupted because of:(a) planned maintenance;(b) emergency works;(c) plant failure;(d) failure of Input Energy;(e) failure of Input Water;(f) Property infrastructure;(g) safety or public-health requirements;(h) Force Majeure; or(i) circumstances outside GreenTech's reasonable control.14.2 Planned interruptionsWhere GreenTech controls a planned interruption, GreenTech will provide any notice required by Applicable Law and otherwise use reasonable endeavours to minimise disruption.14.3 External interruptionsSubject to Applicable Law, GreenTech is not responsible for an interruption caused solely by:(a) an upstream electricity network failure;(b) a gas-supply interruption;(c) a water-supply interruption;(d) Property Party Infrastructure;(e) Customer Equipment; or(f) another event outside GreenTech's reasonable control.Nothing in this clause limits any statutory right you may have.

You must:(a) pay amounts properly due under your Customer Agreement;(b) provide accurate account and contact information;(c) notify GreenTech when you move into or out of the Premises;(d) provide reasonable Meter access where required and within your control;(e) not tamper with or damage a Meter or thermal infrastructure;(f) use the Thermal Service safely and lawfully;(g) notify GreenTech promptly of a material leak, Meter issue, Service issue or safety concern of which you become aware; and(h) comply with reasonable lawful requirements necessary for GreenTech to provide the Service.You are not responsible under these Terms for maintaining Property-level Central Thermal Infrastructure merely because you are an Occupier.

16.1 Moving inIf you move into Premises receiving a GreenTech Thermal Service, you should complete GreenTech's onboarding process.16.2 Moving outYou must notify GreenTech when you are moving out and provide:(a) your move-out date;(b) a forwarding address or contact details; and(c) information reasonably required to finalise your account.16.3 Final billGreenTech will issue a final bill based on available Meter or measurement information and Applicable Law.16.4 Continuing responsibilityYou may remain responsible for Services supplied until the date your responsibility for the Premises ends under your Customer Agreement and Applicable Law.

17.1 Availability of choiceThe ability to choose another provider of a Thermal Service may differ from the right to choose an electricity or gas retailer.Your ability to use another provider depends on:(a) the physical configuration of the Central Thermal Energy System;(b) the Property arrangements;(c) your lease or occupancy arrangements;(d) Applicable Law; and(e) whether another provider can lawfully and practically supply the Service.17.2 No restriction of statutory rightsNothing in these Terms prevents you from exercising any statutory right to:(a) choose another provider;(b) obtain an alternative service;(c) challenge a charge;(d) make a complaint; or(e) exercise another consumer right.17.3 No unlawful exit feeGreenTech will not impose an exit or transfer fee unless:(a) permitted by Applicable Law;(b) properly disclosed; and(c) lawfully applicable to your Customer Agreement.

Your Customer Agreement may end in the circumstances below. Where another provider assumes responsibility for your Thermal Service, clause 17 applies to any provider-change process and this clause deals with the ending of your GreenTech Customer Agreement.(a) you move out and your responsibility for the Premises ends;(b) another provider lawfully assumes responsibility for your Thermal Service;(c) GreenTech lawfully ceases providing the Service at the Property;(d) the Central Thermal Energy System arrangements lawfully cease or change;(e) your Customer Agreement is terminated in accordance with Applicable Law; or(f) another circumstance recognised by Applicable Law occurs.Ending your Customer Agreement does not affect rights or obligations accrued before it ends.

19.1 Regulatory changesGreenTech may amend these Terms where reasonably necessary to:(a) comply with a Change in Law;(b) comply with a regulatory requirement;(c) reflect a replacement regulatory framework; or(d) preserve or improve a customer protection.19.2 Other changesGreenTech may make another reasonable change where permitted by Applicable Law, provided the change does not retrospectively deprive you of an accrued right.19.3 NoticeWhere Applicable Law requires notice of a change, GreenTech will provide that notice within the required period and in the required manner.19.4 Mandatory rightsA change to these Terms cannot remove or reduce a mandatory customer protection.

20.1 Contact GreenTech firstIf you have a question, concern or complaint about your:(a) Thermal Service;(b) bill;(c) Meter or measurement;(d) pricing;(e) account; or(f) dealings with GreenTech,please contact us.Customer Support: support@greentechmicrogrids.com.auComplaints:complaints@greentechmicrogrids.com.auTelephone: 1300 738 529GreenTech will handle your complaint in accordance with its Complaints & Dispute Resolution Policy and Applicable Law.20.2 Internal escalationIf you are not satisfied with our initial response, you may ask for the matter to be escalated internally.20.3 External dispute resolutionIf your complaint remains unresolved, you may have a right to refer it to an external ombudsman, tribunal, regulator, consumer-affairs body or other dispute-resolution service.The appropriate body depends on:(a) the State or Territory in which your Premises are located;(b) the nature of the Thermal Service;(c) the legal and regulatory character of that Service;(d) the Input Energy or Input Water arrangements;(e) your customer class; and(f) the jurisdiction of the relevant external body.If an external complaint or dispute-resolution body has jurisdiction over your Service or dispute, GreenTech will tell you how to contact that body and will cooperate with any process GreenTech is required to participate in.Nothing in these Terms prevents you from exercising any statutory complaint or dispute-resolution right available to you.

21.1 PrivacyGreenTech will collect, use, hold and disclose personal information in accordance with applicable privacy law and GreenTech's Privacy Policy.21.2 Information we may collectThis may include:(a) your name and contact details;(b) Premises information;(c) identification information where reasonably required;(d) Meter, consumption and thermal-use data;(e) billing and payment information;(f) concession or assistance information; and(g) communications with GreenTech.21.3 Information sharingGreenTech may disclose information where reasonably necessary and lawful to:(a) metering providers;(b) the Property Party or Building Manager, subject to applicable privacy requirements;(c) Input Energy or Input Water providers;(d) payment providers;(e) contractors;(f) regulators;(g) ombudsman schemes;(h) government agencies; and(i) another person where authorised or required by law.GreenTech will not provide the Property Party with your individual account information merely because it is party to a Property-level agreement with GreenTech, except where disclosure is lawful and reasonably necessary.

22.1 Mandatory rightsNothing in these Terms excludes, restricts or modifies:(a) the Australian Consumer Law;(b) Applicable Law; or(c) another statutory guarantee, right or remedy,to the extent it cannot lawfully be excluded, restricted or modified.22.2 Responsibility for lossSubject to clause 22.1, each party is responsible for loss or damage to the extent caused by its:(a) negligence;(b) wilful misconduct; or(c) breach of the Customer Agreement.22.3 Matters outside GreenTech's responsibilitySubject to clause 22.1, GreenTech is not responsible for loss caused solely by:(a) failure of Input Energy outside GreenTech's reasonable control;(b) failure of Input Water outside GreenTech's reasonable control;(c) Property Party Infrastructure;(d) Customer Equipment;(e) your act or omission; or(f) another event outside GreenTech's reasonable control.22.4 Consequential lossTo the extent permitted by law, neither party is liable to the other for indirect or consequential loss which was not reasonably foreseeable as a consequence of the relevant breach.

23.1 Changes to the Central Thermal Energy SystemThe Property Party and GreenTech may change the Property-level thermal arrangements from time to time.Those arrangements do not remove your mandatory customer rights.23.2 Change of operator or service providerIf GreenTech ceases to operate the Central Thermal Energy System or provide the Thermal Service at the Property, GreenTech will comply with Applicable Law concerning:(a) customer notice;(b) final billing;(c) Meter and measurement information;(d) customer information;(e) any applicable customer-consent requirements; and(f) transition to any replacement provider.23.3 Property Agreement endingThe expiry, termination or variation of GreenTech's separate agreement with the Property Party does not automatically terminate your Customer Agreement.GreenTech will continue to comply with its obligations to you until your Thermal Service arrangements are lawfully transferred, varied or ended in accordance with your Customer Agreement and Applicable Law.

24.1 CommunicationsGreenTech may communicate with you by:(a) email;(b) post;(c) SMS;(d) your online account;(e) the Customer Hub; or(f) another method permitted by Applicable Law.Where Applicable Law requires a particular form or method of notice, GreenTech will comply with that requirement.24.2 Electronic communicationsIf you agree to electronic communications, GreenTech may provide bills, notices and other information electronically, subject to your rights under Applicable Law.24.3 Assignment by GreenTechGreenTech may transfer or assign its rights and obligations to another person where:(a) permitted by Applicable Law;(b) the transferee is legally entitled and reasonably capable of providing the relevant Service; and(c) your mandatory customer rights are not reduced.24.4 SeverabilityIf a provision is invalid or unenforceable, it will first be read down and, if that is not possible, severed without affecting the remaining provisions.24.5 No waiverA failure by GreenTech to exercise a right does not waive that right.24.6 Governing lawYour Customer Agreement is governed by the law of the State or Territory in which your Premises are located.

The following provisions explain how these Terms operate across GreenTech's principal jurisdictions. They do not limit any additional protection available under Applicable Law.25.1 VictoriaFor Premises in Victoria:(a) applicable Victorian energy, water, tenancy, Owners Corporation, public-health and consumer laws apply according to the nature of the Thermal Service and Property;(b) where pricing or customer protections apply to a central heated water service by reference to the electricity, gas or other energy used to produce the Service, GreenTech will comply with the applicable requirements;(c) GreenTech will only recover from an Occupier those charges which may lawfully be passed through to that Occupier;(d) applicable billing, payment, restriction, complaint, family-violence and other customer protections will apply where required; and(e) an eligible customer may have access to EWOV, Consumer Affairs Victoria, VCAT or another applicable body according to the nature of the dispute.25.2 New South WalesFor Premises in New South Wales:(a) applicable NSW energy, water, tenancy, strata, public-health and consumer requirements apply according to the nature of the Service;(b) where the price or customer protections for a Thermal Service are legally linked to Input Energy or another regulated input, GreenTech will comply with that framework;(c) only charges which may lawfully be recovered from the Occupier will be charged;(d) applicable billing, payment, restriction and customer protections will apply where required; and(e) an eligible customer may have access to EWON, NSW Fair Trading, NCAT or another applicable body according to jurisdiction.25.3 QueenslandFor Premises in Queensland:(a) applicable Queensland energy, water, tenancy, body-corporate, public-health and consumer requirements apply;(b) any legally applicable pricing or customer protection linked to Input Energy or another input will be observed;(c) GreenTech will only recover charges from an Occupier where lawful;(d) applicable billing, payment and restriction protections will apply where required; and(e) an eligible customer may have access to EWOQ, the Office of Fair Trading, QCAT or another applicable body.25.4 Australian Capital TerritoryFor Premises in the ACT:(a) applicable ACT energy, water, tenancy, unit-title, public-health and consumer requirements apply;(b) any legally applicable pricing or customer protection linked to Input Energy or another input will be observed;(c) only charges lawfully recoverable from the Occupier will be charged; and(d) an eligible customer may have access to ACAT or another applicable complaint or dispute-resolution body.25.5 South AustraliaFor Premises in South Australia:(a) applicable South Australian energy, water, tenancy, community-title, strata, public-health and consumer requirements apply;(b) any legally applicable pricing or customer protection linked to Input Energy or another input will be observed;(c) only charges lawfully recoverable from the Occupier will be charged; and(d) customers retain access to Consumer and Business Services, SACAT and any other regulator, ombudsman or external dispute-resolution body having jurisdiction.

The following information must be completed or provided separately for the Property.Part A — Customer and ServiceItemDetailsProperty[insert]Premises[insert]Customer class[Residential / Commercial / Retail / Other]Jurisdiction[VIC / NSW / QLD / ACT / SA]Service[Central Heated Water / Chilled Water / Both]Input Energy[Electricity / Natural Gas / Solar / Other]Input Water[insert / N/A]Tariff name[insert]Part B — MeasurementItemDetailsMeasurement basis[L / kL / kWhth / MJ / GJ / flow × ΔT / other]Meter type[insert]Conversion methodology[insert / N/A]Allocation methodology[insert / N/A]Efficiency factor[insert / N/A]Shared-system treatment[insert / N/A]Part C — PricingItemDetailsUsage charge[insert]Fixed / service charge[insert / N/A]Metering charge[insert / N/A]Demand / capacity charge[insert / N/A]Other lawful charge[insert / N/A]Applicable Price Protection[insert / N/A]Pricing benchmark[insert / N/A]Benchmark effective date[insert / N/A]Comparison methodology[insert / N/A]GreenTech discount / pricing commitment[insert / N/A]Commitment period[insert]Tariff effective date[insert]Annual review date[insert]Billing frequencyMonthly unless otherwise statedPayment period[insert — subject to any statutory minimum]GST[inclusive / exclusive / as applicable]Part D — Service BoundaryGreenTech Service Boundary:[insert concise description or reference to Property-specific diagram]Customer Equipment:[insert if Property-specific clarification is required]

GreenTech Microgrids Pty LimitedCustomer Support: support@greentechmicrogrids.com.auTelephone: 1300 738 529Complaints: complaints@greentechmicrogrids.com.auLife Support:support@greentechmicrogrids.com.auPayment Assistance: support@greentechmicrogrids.com.au Website: https:\\greentechmicrogrids.com.auCustomer Hub: https://www.greentechmicrogrids.com.au/customer-hubFor an emergency involving immediate danger, call 000.For an issue involving Property infrastructure outside GreenTech's responsibility, contact the Property's Building Manager or Property Party.