At NeoGrids, we fully support the Power of Choice initiative, which ensures that all electricity consumers have the right to choose their electricity retailer. Here's how this works and how we can assist you through the process.

Understanding Power of Choice
The Australian Energy Regulator (AER) Power of Choice regulation allows all electricity consumers to select their preferred electricity retailer. NeoGrids and your network owner (Owners Corporation/Body Corporate/Strata Manager/Building Owner) support this regulation. If you find a more competitive rate than those offered by your network owner, you have the right to switch retailers.

Our Role
NeoGrids will help you evaluate the estimate you receive from a new retailer to ensure you will benefit from the new arrangement. If the new offer is advantageous, and we cannot price match, we will assist you with the switching process. It's important to inform the retailer that your apartment is part of an Electrical Embedded Network (EEN).

Once these arrangements are made, your chosen retailer will contact NeoGrids as the Embedded Network Manager to arrange the changeover. After transferring to your chosen retailer, you will receive an invoice from them for your electricity supply and an invoice from us for the Network charges.

Electricity
In the event of a power outage, please contact us on +61 3 6316 5000. You can also take the following steps:

• Check with your neighbour if they have also lost power
• Check with your building manager if there has been a power loss to your building

You can also check with your electricity distributor for any unplanned outages. Your distributor is noted on the top right corner of your electricity invoice.

NSW Distributors:
Ausgrid – 131 388 - Power outages - Ausgrid
Endeavour – 131 003 - Current power outages | Endeavour Energy
Essential Energy – 132 080 - Power Outages (essentialenergy.com.au)

ACT Distributors:
Evoenergy – 131 093 - Outages (evoenergy.com.au)

QLD Distributors:
Ergon Energy – 132 296 - Outage Finder | Ergon Energy
Energex – 136 262 - Outage Finder | Energex

VIC Distributors:
CitiPower – 131 280 - Live outage map | CitiPower & Powercor
United Energy – 132 099 - Outage Map - United Energy
Jemena – 131 626 - Electricity Outages (jemena.com.au)
AusNet – 131 799 - Outage Tracker
Powercor – 132 412 - Live outage map | CitiPower & Powercor

Hot Water
In the event of a hot water outage, please contact us on +61 3 6316 5000. We will advise you if you have in place a bulk hot water arrangement (Owners Corporation is responsible for the hot water system) or a serviced hot water arrangement (NeoGrids is responsible for the hot water system). If it is a serviced hot water arrangement, we will arrange for our plumbing contractors to attend to your property to investigate the hot water issue.

You can also take the following steps:

• Check with your neighbour if they have a hot water outage.
• Check with your building manager (if available) if there has been a hot water outage in your building. Alternatively, you can reach out to your Owners Corporation Manager who will assist.

If there is someone residing at your premise that relies on life support equipment, it is crucial to register with NeoGrids to ensure you receive additional protections with your electricity supply. Below is important information about eligibility and the registration process.

Am I Eligible?
You are eligible to be registered for life support if you or someone residing at your premises requires any of the following equipment:

• Oxygen concentrator.
• Intermittent peritoneal dialysis machine.
• Kidney dialysis machine.
• Chronic positive airways pressure respirator.
• Crigler Najjar syndrome phototherapy equipment.
• Ventilator for life support.
• Any other equipment certified by a registered medical practitioner as required for life support.

How to Register?
To register your life support needs, please contact us at +61 3 6316 5000 or email lifesupport@neogrids.com.au. NeoGrids will provide you with a life support pack that includes a Life Support Equipment registration form and essential information regarding the necessary steps to complete your registration.

Once registered, NeoGrids will notify the licensed retailer supplying electricity to your building, who will then inform your local energy distributor.

What Happens if I Don’t Complete and Return the Life Support Equipment Registration Form?
NeoGrids cannot permanently register you for life support without the fully certified registration form with medical confirmation. We will send you reminders, but if we do not receive the form following these reminders, we may deregister life support from your account. If you need more time to complete the form, please contact us to arrange an extension.

Keeping Your Details Updated
If your premises are registered for life support, it is essential to keep NeoGrids informed of any changes, including if you no longer need or wish to be registered. Important changes include:

• Contact details (telephone number and postal address)
• Electricity rebates
• Matters involving your electricity account

Your Plan of Action
In case of a power interruption, having a plan to minimise the impact on your health is crucial. Consider the following:

• How does your life support equipment perform if the main supply fails?
• Have you contacted NeoGrids about your life support requirements?
• Is your backup battery always charged?
• Are your reserve oxygen cylinders filled and working?
• Do you know the nearest hospital’s address and contact details?
• Can your hospital supply power via backup generators during power interruptions?
• If your backup battery is low and power is still not restored, do you have a transport plan to get to the hospital?
• Do you have important contact numbers on hand for:
  • Doctor
  • Local hospital
  • Ambulance
  • Taxi
  • Personal carer
  • Health care professional
• Is your supply of medications, prescription drugs, and special health needs fully stocked?
• Have you protected your electronic equipment with surge suppressors or considered an uninterruptible power supply (UPS) for temporary backup power?
• Does your phone work during electrical supply disruptions? Cordless phones won’t operate without power. Do you have an alternative phone service available?

Our Obligations
When a customer notifies NeoGrids that life support equipment is needed at their premises, NeoGrids will:

• Register Premises: Register the premises as having life support equipment within one business day.
• Notify FRMP: Inform the Financially Responsible Market Participant (FRMP) of the Parent Meter about the life support requirement within one business day and provide relevant information for updating records.
• Notify Distributor: Inform the distributor within one business day and provide necessary details to update their records.
• Provide Written Information: Within 5 business days, provide:
  • A medical confirmation form
  • Consequences of not submitting the form
  • Information on planned/unplanned interruptions
  • Guidance on preparing for power interruptions
  • An emergency contact number for the distributor
  • Information on life support equipment
  • Details on eligible concessions or rebates
  • Availability of interpreter services
• Prevent Disconnection: Ensure the premises are not de-energised while life support equipment is needed.
• Update Records: Notify the relevant parties (FRMP or distributor) if the customer moves or no longer needs life support equipment.

For more detailed information or assistance, please contact NeoGrids. For more information, or to review our Life Support Forms, please refer to the Policies & Forms tab within our Help Centre. Alternatively, you can contact us on +61 3 6316 5000.

At NeoGrids, we understand that financial hardship can occur due to various unforeseen circumstances such as job loss, illness, or family crisis. We believe that access to essential energy services should not be compromised during these challenging times.

What is Financial Hardship?
Financial hardship occurs when a customer is unable to meet their financial commitments due to significant changes in their personal or financial circumstances. This can include events like:

• Death in the family
• Household illness
• Unemployment
• Reduced income

How NeoGrids Can Help:
NeoGrids is committed to providing support and assistance to customers experiencing financial hardship. We offer a range of tailored solutions to help manage energy bills and maintain energy supply, including:

• Flexible Payment Plans
• Government Concessions and Rebates
• Energy Efficiency Advice
• Support and Guidance

If you are experiencing financial hardship, please let us know as soon as possible. You can do so by completing our Financial Hardship Application form and we will assess your account. One of our friendly staff will be in touch with you to discuss your individual situation and find the best way to support you.

For assistance, reach out to us:

Phone: +61 3 6316 5000
Email: support@neogrids.com.au
Website: www.neogrids.com.au

Your privacy is important to us, and all discussions will be handled with the utmost confidentiality and in compliance with privacy legislation.
For more information about our financial hardship policy, please check the forms below

Family & Domestic Violence
At NeoGrids, we take family and domestic violence very seriously. We understand the emotional, physical and financial stress it can cause. For information about our Family Violence Policy, please refer to our policy section.

If you are experiencing financial hardship as a result of family or domestic violence, please complete our Family & Domestic Violence Financial Hardship form.

If you feel you are at risk, please call 000.

NeoGrids is committed to providing excellent customer service and recognises the importance of handling complaints fairly, efficiently, and transparently.

Lodging a Complaint
Customers can lodge a complaint by phone, email, or post. Essential information such as contact details, a description of the complaint, requested resolution, and any immediate actions taken should be provided.

Complaint Handling Process

1. Acknowledge: Complaints are acknowledged promptly.
2. Investigate: Complaints are investigated, and disconnection or debt recovery actions are put on hold.
3. Respond: Customers are informed of the estimated resolution timeframe within five business days.
4. Resolution: A proposed resolution is communicated and, if accepted, implemented and recorded.

If You Are Not Satisfied
If the resolution is unsatisfactory, customers can escalate the complaint to senior management or contact the Energy Ombudsman in their state for independent advice.

Energy Ombudsman Contacts
NSW: Freecall: 1800 246 545 | www.ewon.com.au
VIC: Freecall: 1800 500 509 | www.ewov.com.au
QLD: Freecall: 1800 662 837 | www.ewoq.com.au
SA: Freecall: 1800 665 565 | www.ewosa.com.au
WA: Freecall: 1800 754 004 | www.ombudsman.wa.gov.au
ACT: Phone: 02 6207 1740 | www.acat.act.gov.au

Accessibility Options
Interpreter services are available via TIS National on 131 450. For hearing or speech impairments, contact the National Relay Service.

Confidentiality
NeoGrids will handle all personal information according to the Privacy Act 1988 (Cth) and ensure it is protected from inappropriate disclosure.

Continuous Improvement
The policy is regularly reviewed and updated to remain effective and relevant, using customer feedback and complaint data to improve services.

Contact Us
Phone: +61 3 6316 5000
Email: support@neogrids.com.au
Mail: NeoGrids Pty Ltd,
Level 19,
180 Lonsdale Street,
Melbourne VIC 3000

For more information, please refer to our Complaint Handling Policy. Our Policy can be provided as a hardcopy upon request.

You might qualify for state-funded energy concessions, which we may apply directly to your account in certain situations. The availability of energy concessions, rebates, and their eligibility criteria differ by state. Please review the below for detailed information on the concessions available to you.

Victoria
The Department of Families, Fairness and Housing have a number of concession programs which you may be eligible for. To explore these programs and view eligibility criteria, please visit - https://services.dffh.vic.gov.au/non-mains-energy-concession
Non-mains Energy Concession Form - https://services.dffh.vic.gov.au/sites/default/files/2024-09/non-mains-energy-concession-application-form.pdf

New South Wales
Service NSW has a number of concession programs which you may be eligible for. To explore these programs and view eligibility criteria, please visit - https://www.service.nsw.gov.au/services/energy-and-utilities#energy-rebates

Queensland
The Queensland Government provides electricity and natural gas rebates for residents within multi-tenanted buildings. To help us apply your concession, please authorise NeoGrids to verify your eligibility with Centrelink, the Department of Communities, Child Safety and Disability Services, and the Department of Veterans’ Affairs. Your authorization allows us to ensure you receive the benefits you’re entitled to. Without it, we won’t be able to apply the concessions due to regulatory requirements. For more information please visit - https://www.qld.gov.au/community/cost-of-living-support/concessions/energy-concessions/residential-homes-rebates

Your privacy is important to us.
NeoGrids adheres to the Privacy Act 1988 (Cth) and the Australian Privacy Principles, which regulate the collection, use, disclosure, and storage of personal information. All our discussions will remain strictly confidential, and we will manage all information responsibly in accordance with your instructions. For more information, or to review the NeoGrids Privacy Policy, please refer to the Policies & Forms tab within our Help Centre. Alternatively, you can contact us on +61 3 6316 5000.

NSW, ACT & QLD customers:
Australian Energy Regulator (AER) - Network exemptions | Australian Energy Regulator (AER)
Energy & Water Ombudsman NSW (EWON) - Energy & Water Ombudsman NSW (EWON)
Energy & Water Ombudsman QLD (EWOQ) - EWOQ

VIC customers:
Essential Services Commission Victoria - Embedded networks | Essential Services Commission

WA customers:
Energy & Water Ombudsman Western Australia - Energy and Water Ombudsman WA

SA customers:
Energy & Water Ombudsman SA (EWOSA) - Free, Independent and Fair | Energy & Water Ombudsman SA (ewosa.com.au)