Retailer of Choice Guide

GreenTech is committed to ensuring customers understand their electricity supply arrangements and any options available to choose an alternative electricity retailer.This guide explains:what retailer choice means;how retailer choice works within an embedded network;GreenTech's role in the process;the role of the Embedded Network Manager (ENM); andhow to request further information about your property.

In most parts of the National Electricity Market, customers can choose the electricity retailer that supplies and bills them for electricity.This is known as retailer choice.Within an embedded network, retailer choice can also be available. The process is different from a standard electricity connection because electricity is supplied through a private network within your building or community.

Retailer choice depends on the arrangements that apply to your embedded network.If retailer choice applies to your property, you are entitled to choose an alternative electricity retailer.GreenTech can explain:whether retailer choice applies to your property;how the process works;any technical or metering requirements; andthe next steps involved.

An embedded network is a private electricity network that supplies multiple homes or businesses within the same building, precinct or community.Instead of every residence having a separate connection to the local electricity distribution network, electricity is supplied through a shared connection before being individually metered and billed.Embedded networks are commonly used in:Apartment buildingsMixed-use developmentsRetirement communitiesStudent accommodationBuild-to-Rent developmentsCommercial buildingsHotels and resorts

An Embedded Network Manager (ENM) is an independent, accredited organisation appointed to manage market access within an embedded network.Where retailer choice applies, the ENM assists with the technical and market processes required to transfer a customer to another electricity retailer.The ENM operates independently of GreenTech.GreenTech's RoleGreenTech is responsible for delivering electricity services within your embedded network, including:Customer onboardingElectricity billingAccount managementCustomer supportEmbedded network operationsIf retailer choice applies to your property, GreenTech will:explain the process;provide the details of the Embedded Network Manager;assist with information relating to your current electricity arrangements; andfacilitate the retailer transfer process in accordance with applicable regulatory requirements.The decision to offer electricity supply rests with the alternative retailer.

If retailer choice applies to your property, the process will generally involve the following steps.Step 1 – Contact GreenTechWe'll explain the electricity arrangements that apply to your property and confirm whether retailer choice is available.Step 2 – Understand Your OptionsWe'll explain:how your embedded network operates;any metering or network requirements;the role of the Embedded Network Manager; andthe steps involved in changing retailers.Step 3 – Contact an Electricity RetailerYou may contact any electricity retailer operating in the National Electricity Market to determine whether they are willing to supply your property and discuss the products and services they offer.Step 4 – Market TransferIf your chosen retailer agrees to supply your premises, the required market and metering processes will be coordinated through the Embedded Network Manager.Step 5 – Transfer CompleteOnce all technical and market requirements have been satisfied, your electricity account will transfer to your chosen retailer.Timeframes will vary depending on the retailer and the specific arrangements that apply to your property.Things to ConsiderBefore changing retailers, you may wish to compare:Electricity pricesContract termsBilling arrangementsRenewable energy optionsCustomer serviceFees and chargesMetering requirementsAdditional products and servicesYour chosen retailer can explain the products available and whether they are suitable for your circumstances.

Depending on the arrangements that apply to your property, changing retailers may require:metering upgrades;network changes;market transaction processes; oradministrative activities.If GreenTech is aware of any applicable requirements or costs, we'll explain them before the process proceeds.

GreenTech is committed to ensuring customers receive clear, accurate and transparent information about their electricity supply arrangements.You have the right to:understand your electricity supply arrangements;know whether retailer choice applies to your property;receive information about the retailer transfer process;ask questions about your account or electricity services;make a complaint if you are dissatisfied with the information provided; andaccess the independent Energy Ombudsman if your complaint cannot be resolved.Nothing in this Guide limits any rights available under applicable energy laws, consumer protection legislation or retail exemption frameworks.

If you'd like to discuss the retailer options available for your property, please contact our Customer Experience Team.We can explain:your embedded network arrangements;whether retailer choice applies;the role of the Embedded Network Manager;the retailer transfer process; andany known technical or metering requirements.We're here to help you make an informed decision.Related Customer GuidesFor more information, please refer to:Your Electricity ServicesYour Electricity Services GuideBilling & Payments GuideYour RightsCustomer Charter & Your RightsCustomer Complaints & Dispute Resolution GuideCustomer SupportCustomer Support & Payment Assistance GuideFamily Violence & Vulnerability Support GuideLife Support Customer GuidePrivacy & Website InformationPrivacy Policy & Collection NoticeCookie & Website Technologies PolicyWebsite Terms of Use & Legal NoticesAll these documents 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 529Website: www.greentechmicrogrids.com.auNeed More Information?Scan the QR code to access the GreenTech Customer Hub, where you'll find:Customer GuidesFrequently Asked QuestionsFact SheetsFormsContact InformationGreenTech is committed to helping customers understand their electricity supply arrangements and make informed decisions about the services available to them.