Understanding Your
Embedded Network

Welcome to your new home or workplace.GreenTech Microgrids has been appointed to provide energy services for your building or community through an embedded network.This guide explains:how your energy services work;why you receive your energy bill from GreenTech;your rights and responsibilities as a customer;where to go for help; andwhere to find more detailed information.We are committed to making your energy experience simple, transparent and customer-focused.

GreenTech Microgrids is an Australian energy infrastructure company specialising in intelligent embedded energy solutions for residential, commercial and mixed-use developments.Depending on your property, GreenTech may provide:Energy supply within an embedded networkCustomer account managementEnergy billingBattery Energy Storage Systems (BESS)Electric Vehicle (EV) charging infrastructureRenewable energy integrationEnergy monitoring and management servicesOur Customer Experience Team is your primary point of contact for questions about your energy account and the services we provide.

Your property is supplied through a GreenTech embedded network.This means GreenTech is responsible for managing your energy account, issuing your energy bills and providing customer support for the services delivered within your building or community.Your bill will clearly show:your billing period;energy usage;applicable charges;payment options;your account information; andhow to contact us if you need assistance.

An embedded network is a private energy network that supplies multiple homes or businesses within the same building, precinct or community.Instead of every property having its own direct connection to the local energy distribution network, energy is supplied through a shared connection before being individually metered and billed to each customer.Embedded networks are commonly found in:Apartment buildingsMixed-use developmentsRetirement communitiesBuild-to-Rent communitiesStudent accommodationCommercial buildingsIndustrial estatesHotels and resorts

Embedded networks can provide opportunities to deliver smarter and more efficient energy services.Depending on your property, benefits may include:Lower energy costsShared energy infrastructureRenewable energy integrationBattery energy storageElectric vehicle chargingSmarter energy managementLocal customer supportThe services available will vary between developments.

GreenTech supplies energy within embedded networks under energy retail exemption arrangements established by Australian energy regulators.As an exempt seller, GreenTech must comply with customer protection requirements relating to matters such as:customer billing;complaints;payment support;privacy;customer information; andaccess to independent dispute resolution.

As a GreenTech customer you have the right to:receive clear information about your energy services;receive transparent and accurate billing;understand the charges on your account;have your personal information protected;ask questions about your account at any time;seek payment support if you experience financial difficulty;receive additional assistance if affected by family violence or other vulnerable circumstances;receive additional protections if registered as a Life Support Customer;make a complaint free of charge; andaccess the independent Energy Ombudsman if your complaint cannot be resolved.Nothing in this Guide limits any rights available under applicable energy laws or consumer protection legislation.

GreenTech provides information about your options and the process involved in our Retailer Choice Guide.

GreenTech offers a range of payment options to make paying your energy account as easy as possible.If you're experiencing difficulty paying your bill, please contact us as early as possible.The earlier you contact us, the more options may be available to help.Further information is available in our Customer Support & Payment Assistance Guide.Additional Customer SupportGreenTech understands that every customer's circumstances are different.We provide additional support for customers experiencing:Payment difficultiesFamily violenceDisability or illnessLanguage barriersLife support requirementsOther vulnerable circumstancesIf you need additional assistance, please contact our Customer Experience Team. We'll work with you respectfully, confidentially and fairly.If You Need HelpPlease contact GreenTech if you need assistance with:Your energy accountBilling enquiriesPayment optionsMoving into or out of your propertyUpdating your account detailsLife Support registrationComplaints or feedbackGeneral enquiriesWe're here to help.

If you're moving into or leaving a GreenTech community, please let us know as early as possible.We'll assist with:Opening or closing your accountFinal meter readings where applicableFinal billsAccount transfersUpdating your contact detailsThis helps ensure your account remains accurate and your billing is managed correctly.Protecting Your PrivacyGreenTech is committed to protecting your personal information.We collect, use and store personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our Privacy Policy & Collection Notice.Learn MoreMore detailed information is available in our Customer Guides:Your RightsCustomer Charter & Your RightsYour Energy ServicesBilling & Payments GuideRetailer Choice GuideCustomer SupportCustomer Complaints & Dispute Resolution GuideCustomer Support & Payment Assistance GuideFamily Violence & Vulnerability Support GuideLife Support Customer GuidePrivacy & Website InformationPrivacy Policy & Collection NoticeCookie & Website Technologies PolicyCyber Security & Information Protection StatementWebsite Terms of Use & Legal NoticesAll these policies can be found on our Customer Hub

Customer Experience TeamAddress: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 GuidesFact SheetsFrequently Asked QuestionsFormsSupport ServicesContact InformationWe're committed to providing safe, reliable and customer-focused energy services to every GreenTech community.