Payment Difficulty Policy

GreenTech Microgrids Pty Ltd ("GreenTech", "we", "our" or "us") understands that customers may experience difficulties paying their energy bills from time to time.The purpose of this Policy is to explain the assistance available to customers experiencing payment difficulties and how GreenTech will work with customers to find practical and reasonable solutions.GreenTech encourages customers to seek assistance early. Contacting us before an account becomes overdue provides the greatest opportunity to identify practical solutions and avoid unnecessary recovery action.GreenTech is committed to treating customers fairly, respectfully and with dignity during times of financial stress.

This Policy applies to residential and eligible small business customers receiving services from GreenTech.

If you are having difficulty paying your bill, we encourage you to contact us as soon as possible.GreenTech is committed to:Treating customers respectfully and sensitivelyWorking with customers to find practical solutionsConsidering individual circumstancesProviding information about available assistanceProactively identifying customers who may be experiencing payment difficulties and offering assistance where appropriate.Supporting customers to remain connected wherever reasonably possibleMaintaining confidentialityCustomers will not be penalised for seeking assistance.

Customers experiencing payment difficulty have the right to:request payment assistance;be treated respectfully and confidentially;have their individual circumstances considered;receive information about available support;request flexible payment arrangements;receive information about government assistance programs;lodge a complaint if dissatisfied with GreenTech's response; andseek assistance from the relevant Energy Ombudsman if a matter cannot be resolved.

You should contact GreenTech if you:Are unable to pay your bill by the due dateHave received a reminder noticeHave experienced a change in personal circumstancesHave lost employment or experienced reduced incomeAre experiencing illness or injuryHave experienced family or domestic violenceAre facing unexpected financial pressureNeed additional time to payThe earlier you contact us, the more options may be available.

Depending on your circumstances, GreenTech may offer one or more support options.GreenTech will work collaboratively with customers to determine the most appropriate support arrangements.Support will be tailored to individual circumstances where reasonably practicable.GreenTech may contact customers where account activity indicates they may be experiencing payment difficulty and offer information about available support before arrears increase.These may include:Payment PlansA payment plan allows outstanding amounts to be paid over time through regular instalments.Payment plans will be tailored to your circumstances where possible.Flexible Payment ArrangementsGreenTech may agree to:Extended payment timeframesAlternative payment schedulesPayment deferralsPartial payments while circumstances improveBill ReviewsWhere appropriate, GreenTech may review:Billing accuracyMetering informationEnergy usage patternsAccount balancesEnergy Usage AssistanceGreenTech may provide information to help customers better understand and manage energy use.Referral To External Support ServicesWhere appropriate, customers may be referred to:Financial counselling servicesCommunity support organisationsGovernment assistance programsGovernment Assistance ProgramsGreenTech may provide information regarding:Government concession schemesEnergy assistance programsUtility relief programsOther support services that may assist customersAccessibilityCustomers requiring additional assistance may request:interpreter services;alternative communication formats;authorised representatives;other reasonable communication support.Small Business CustomersGreenTech recognises that small business customers may also experience payment difficulties.Where appropriate, GreenTech may offer payment arrangements and support measures tailored to the circumstances of eligible small business customers.

GreenTech recognises that some customers may experience vulnerability due to circumstances including:Family or domestic violenceSerious illnessDisabilityMental health challengesLanguage barriersFinancial hardshipCaring responsibilitiesGreenTech will take reasonable steps to provide additional support where appropriate.Customers requiring additional assistance are encouraged to advise us of their circumstances.

GreenTech recognises that family and domestic violence may affect a customer's ability to manage their account.Customers experiencing family or domestic violence may be eligible for additional support and protections.Further information is available in GreenTech's Family & Domestic Violence Policy.

Life support customers may require additional assistance and protections.GreenTech encourages registered life support customers experiencing payment difficulties to contact us immediately.Life Support Customers receive additional protections under GreenTech's Life Support Policy.

GreenTech prefers to work directly with customers to resolve payment difficulties wherever possible.Customers actively engaging with GreenTech and complying with agreed payment arrangements will generally not be referred for debt collection action.Where debt collection becomes necessary, GreenTech will seek to ensure that any action taken is fair and reasonable.

GreenTech recognises the importance of maintaining access to essential energy services.Disconnection is a measure of last resort.Before any credit related disconnection action is considered, GreenTech will seek to:Contact the customerUnderstand the customer's circumstancesOffer reasonable payment support optionsProvide appropriate notices required by lawGreenTech will generally not pursue disconnection action while:A customer is actively engaging with GreenTech regarding payment support; orA request for payment assistance is being assessed.Customers are encouraged to contact GreenTech as early as possible if they are experiencing difficulties.

Information provided by customers seeking assistance will be treated confidentially and managed in accordance with GreenTech's Privacy Policy.Customers are only required to provide information reasonably necessary for GreenTech to assess available assistance options.

If you are unhappy with how GreenTech has managed your request for assistance, you may lodge a complaint.Further information is available in GreenTech's Complaints & Dispute Resolution Policy.

This Policy should be read together with:Customer CharterPrivacy PolicyComplaints & Dispute Resolution PolicyFamily & Domestic Violence PolicyLife Support PolicyBilling & Payments GuideThese policies can be found on our Customer Hub

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