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Life Support Policy
How we support customers who require life support equipment
This Life Support Policy explains how GreenTech supports customers who rely on life support equipment, including how to register as a life support customer, the protections that may apply, and the responsibilities of both GreenTech and the customer. We are committed to treating life support customers with care, respect and sensitivity, maintaining the confidentiality of personal information, and working collaboratively with customers to help them understand planned interruptions, emergency preparedness and available support options. While GreenTech cannot guarantee an uninterrupted electricity supply, we are committed to helping life support customers remain informed and supported throughout their relationship with us.
- 01GreenTech Microgrids Pty Ltd ("GreenTech", "we", "our" or "us") recognises that some customers rely on life support equipment that requires a continuous supply of electricity.The purpose of this Policy is to explain how GreenTech supports customers who require life support equipment and the responsibilities of both GreenTech and the customer.GreenTech is committed to helping ensure that customers who rely on life support equipment receive appropriate protections, information and support throughout their relationship with us.
- 02This Policy applies to residential customers who require electricity supply for the operation of life support equipment at their premises.
- 03Life support equipment includes certain medical equipment prescribed by a registered medical practitioner that requires electricity to operate.Examples may include:Oxygen concentratorsIntermittent peritoneal dialysis machinesKidney dialysis machinesChronic positive airways pressure respiratorsCrigler-Najjar syndrome phototherapy equipmentOther equipment recognised under applicable energy regulationsThe applicable definition of life support equipment may change from time to time.
- 04Customers should contact GreenTech as soon as possible if:Life support equipment is installed at the premises; orA resident requires life support equipment.GreenTech may require confirmation from a registered medical practitioner in order to establish or maintain life support registration.Upon notification that life support equipment is required, GreenTech will provisionally register the premises and explain any information or medical confirmation required to complete registration.Once registration is completed, GreenTech will record the premises as a life support site.
- 05Where GreenTech is aware that a customer relies on life support equipment, GreenTech will take reasonable steps to:Maintain a Life Support RegisterMaintain procedures for managing life support customer informationMaintain a register of life support customersProvide relevant information regarding planned interruptions where applicableWork with customers regarding account management issuesEnsure life support information is treated confidentiallyAssist customers in understanding available support options
- 06If you rely on life support equipment, you have the right to:notify GreenTech at any time that life support equipment is required;have your premises registered as a life support site;receive information about planned interruptions where required;receive information about maintaining emergency preparedness;request additional assistance if experiencing payment difficulty;have your personal information managed confidentially;lodge a complaint if you are dissatisfied with GreenTech's response.
- 07From time to time, maintenance, repairs, upgrades or other works may require planned interruptions to electricity supply.Where required under applicable legislation, GreenTech will provide advance notice of planned interruptions affecting registered life support premises.GreenTech may also work with:Distribution Network Service ProvidersEmbedded Network ManagersBuilding ownersProperty managersContractors,to ensure appropriate communication occurs.GreenTech may notify relevant operational parties where necessary to support life support customer protections, including:Embedded Network ManagersBuilding operatorsDistribution businessesMaintenance contractors
- 08Electricity outages may occur unexpectedly due to:Network faultsEquipment failuresSevere weather eventsEmergenciesThird-party incidentsGreenTech cannot guarantee uninterrupted electricity supply.Customers who rely on life support equipment should have an appropriate emergency management plan and discuss backup arrangements with their healthcare provider.GreenTech will provide available information regarding restoration where reasonably practicable, recognising that emergency events may affect the availability of information.
- 09Life support customers should:Notify GreenTech as soon as possible if life support equipment is requiredProvide updated information when circumstances changeMaintain current contact detailsInform GreenTech if life support equipment is no longer requiredDevelop appropriate backup plans for power interruptionsCustomers should not rely solely on GreenTech or any electricity supplier to provide uninterrupted electricity supply.Customers should notify GreenTech promptly if:they move premises;contact details change;life support equipment is replaced or no longer required.Periodic ReviewGreenTech may periodically review life support registrations to ensure customer records remain accurate and up to date.
- 10Information relating to life support customers is sensitive information.GreenTech will manage this information in accordance with:Privacy Act 1988 (Cth)Australian Privacy PrinciplesGreenTech Privacy PolicyAccess to life support information will be restricted to authorised personnel where reasonably practicable.
- 11Life support customers experiencing payment difficulties are encouraged to contact GreenTech as early as possible.Additional assistance may be available under GreenTech's:Payment Difficulty PolicyComplaints & Dispute Resolution PolicyFamily & Domestic Violence Policy
- 12Customers who are dissatisfied with any aspect of GreenTech's handling of life support matters may lodge a complaint.Further information is available in GreenTech's Complaints & Dispute Resolution Policy.If a complaint cannot be resolved directly with GreenTech, customers may contact the relevant energy ombudsman.VictoriaEnergy and Water Ombudsman Victoria (EWOV)Phone: 1800 500 509Website: www.ewov.com.auNew South WalesEnergy & Water Ombudsman NSW (EWON)Phone: 1800 246 545Website: www.ewon.com.auQueenslandEnergy and Water Ombudsman Queensland (EWOQ)Phone: 1800 662 837Website: www.ewoq.com.au
- 13Life support customers should not rely on GreenTech as an emergency service provider.If there is an immediate threat to life or health:Call 000 immediately.Customers should also follow the advice of their healthcare provider regarding emergency planning and backup power arrangements.GreenTech is not an emergency medical service and cannot provide emergency healthcare advice.Customers should contact emergency services or their healthcare provider where immediate assistance is required.
- 14This Policy should be read together with:Customer CharterPrivacy PolicyPayment Difficulty PolicyFamily & Domestic Violence PolicyComplaints & Dispute Resolution PolicyAll these documents can be found on our Customer Hub
- 15Customer Experience TeamGreenTech Microgrids Pty LtdAddress:Level 4, 167 Queen Street,Melbourne VIC Australia 3000Office Hours:Monday - Friday9am - 5pmEmail:support@greentechmicrogrids.com.auPhone:1300 738 529Website:www.greentechmicrogrids.com.au
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