This contract, together with the associated plan information document, forms the agreement for the supply and sale of electricity to you as a small customer at the premises. It is a market retail contract between us as the retailer and you, the small customer. For small business customers, if you are a sole trader or acting on behalf of a trust, the contract will be between you as an individual and ReAmped Energy.

Your acceptance of this contract is deemed to represent acceptance of all terms. In addition to this contract, energy laws and other consumer laws also contain rules about the sale of electricity and we will comply with these rules in our dealings with you.

More information about this contract and other matters is located on our website which is www.reampedenergy.com.au.

The Parties

1. This contract is between ReAmped Energy Pty Ltd (ACN 605 682 684) who sells electricity to you at the premises and you.
2. In this contract, ReAmped Energy is referred to as “we”, “our” or “us”; and You, the customer to whom this contract applies is referred to as “you” or “your”.

The terms and conditions of this contract are as agreed between us (retailer) and you (small customer), except as provided by the energy laws.

These terms and conditions apply to you if you have accepted one of our market offers to supply electricity to you and if you are a small customer.

This contract only applies to electricity.

Subject to clauses 4.2 and 4.4, we will start supplying electricity on:

1. the date immediately following the expiration of the 10-business day cooling off period or a later date if specified in this contract - if you are an existing customer of ReAmped Energy;
2. a later date as agreed between you and us under a contract renewal, whereby you will be notified 1 month prior to the end of an existing contract term; or
3. the date responsibility for the supply of electricity at the premises has been transferred to us - if you are a new customer of ReAmped Energy;

You will be notified electronically when ReAmped Energy starts supplying you with electricity.

This contract does not cover the physical connection of the premises to the distribution system, including the maintenance of that connection and the supply of electricity to the premises. This is the role of your distributor under a separate contract called a customer connection contract.

If the premises is not connected at the commencement of this contract we will arrange for the distributor to connect the premises. You must pay us all charges and fees levied by the distributor in relation to that connection.

You must give us any information we reasonably require for the purposes of this contract. The information must be correct, and you must not mislead or deceive us in relation to any information provided to us.

If you cannot meet an obligation relating to the premises under this contract because you are not the owner you will not be in breach of the obligation if you take all reasonable steps to ensure that the owner or other person responsible for the premises fulfils the obligation.

Any discounts, including the conditions that apply to them, will be set out in the plan information document.

Amounts specified in the market offer prices and other amounts payable under this contract will be GST inclusive unless otherwise stated.

Your bill will be viewable on your ReAmped Energy online account accessible via the website. We will send your bill to you:

1. at your designated email address nominated by you; or
2. to a person authorised in writing by you to act on your behalf at the designated email address specified by you.

Bills we send to you will be calculated on:

1. the amount of energy consumed at your premises during the billing cycle (using information obtained from reading your meter data or otherwise in accordance with the Rules);
2. the amount of fees and charges for any other services provided under this contract during the billing cycle; and
3. the charges payable for services provided by your distributor.

We will give you access to your billing and consumption history free of charge. However, we may charge you where your request is in a form not provided for in energy laws.

We may, where you agree, arrange for you to pay your bills under a bill smoothing arrangement, which is based on a 12 monthly estimate of your energy consumption.

You must pay to us the amount shown on your bill (including GST) by the due date specified on your bill.

The due date will be 3 business days from the date we issue your bill. The issue date will be the date we send the bill electronically to you.

We will issue your bill monthly unless:

1. you choose to receive your bill weekly, fortnightly, or quarterly; or
2. you have agreed to pay for your electricity in advance, in which case you will receive your bill every quarter if you have a basic meter or every fortnight if you have a smart meter.
3. you live in Victoria in which case your default billing cycle will be fortnightly.

If you make a payment which is dishonored or reversed and it results in us incurring fees or costs, we may recover these fees or costs from you.

If you have not paid your bill by the due date, you must pay the late payment charge and you may also lose any discounts associated with prompt payment. If applicable, these terms are listed in the plan information document.

You may also be required to pay any reasonable costs incurred by us for collecting overdue payments from you.

If you fail to pay the amount in your statement by the required date, we may terminate this contract by providing you with written notice. This contract will terminate on the day we send you the notice.

If we terminate this contract under clause 10A.3, the termination notice will include details of an alternative market retail contract and provide you with the opportunity to enter into a new market retail contract with us. If you accept the new market retail contract, it will be taken to commence on the day after this contract is terminated.

If you do not agree, or if you do not reply within 10 business days of receiving the termination notice, you will be supplied under our Standard Retail Contract at our standing offer prices. The Standard Retail Contract will be taken to commence on day after this contract is terminated.

We may require that you provide a security deposit. The circumstances in which we can require a security deposit and the maximum amount of the security deposit are governed by the energy laws.

Where you have paid a security deposit, subject to clause 13.3, we must pay you interest on the security deposit at the prevailing published 90- day bank bill rate.

Subject to us satisfying the requirements in the energy laws, we may arrange for the disconnection of the premises if:

1. you do not pay your bill by the pay-by date and, if you are a residential customer, you:
   1. fail to comply with the terms of an agreed payment plan; or
   2. do not agree to an offer to pay the bill by instalments, or having agreed, you fail to comply with the instalment arrangement;
2. you do not provide a security deposit we are entitled to require from you;
3. you do not give access to the premises to read a meter (where relevant) for 3 consecutive meter reads;
4. you fail to give us safe and unhindered access to the premises as required by clause 11 or any requirements under the energy laws; or
5. there has been illegal or fraudulent use of electricity at the premises in breach of clause 16 of this contract; or
6. we are otherwise entitled or required to do so under the energy laws or by law.

Before disconnecting the premises, we must comply with relevant warning notice requirements and other provisions in the energy laws. However, we are not required to provide a warning notice prior to disconnection in certain circumstances permitted by the energy laws (for example, where there has been illegal or fraudulent use of electricity at the premises or where there is an emergency or health and safety issue).

You must not, and must take reasonable steps to ensure others do not:

1. illegally use electricity supplied to the premises; or
2. interfere or allow interference with any electricity equipment that is at the premises except as may be permitted by law; or
3. use the electricity supplied to the premises or any electricity equipment in a manner that:
   1. unreasonably interferes with the connection or supply of electricity to another customer; or
   2. causes damage or interference to any third party; or
4. allow electricity purchased from us to be used otherwise than in accordance with this contract and the energy laws; or
5. tamper with, or permit tampering with, any meters or associated equipment.

We will comply with all relevant privacy legislation in relation to your personal information. You can find a summary of our privacy policy on our website. If you have any questions, you can contact our privacy officer.

If you have a complaint, issue or just some general feedback please let us know. If we have let you down in any way, our friendly team at ReAmped will do our absolute best to help make things right.

You can do this in several ways:

1. Call 1800 841 627 and select the complaints option
2. Email us at complaints@reampedenergy.com.au
3. Lodge a complaint directly on our website at https://www.reampedenergy.com.au/complaints/ and complete the online complaint form
4. Write to us at PO Box 1447, Brisbane, QLD 4001 C/- Complaints Manager

How we handle your complaint:

1. Within 1 working day of receiving the complaint ReAmped will contact the customer acknowledging receipt of the complaint.
2. Within 2 working days of the acknowledgement the initial assessment will have been completed and contact with the customer will be made.
3. If unable to resolve the complaint immediately after the initial assessment, then within 7 working days of acknowledging the complaint ReAmped will provide an update to the customer about the current state of the complaint/investigation.
4. If the complaint is unresolved within 20 working days of the acknowledgement, ReAmped will provide the customer, in writing, a valid reason to extend the complaints procedure to 40 working days.

Note: Our standard complaints and dispute resolution procedures are published on our website.

If you make a complaint, we must respond to your complaint within the required timeframes set out in our standard complaints and dispute resolution procedures and inform you:

1. of the outcome of your complaint and the reasons for our decision; and
2. that if you are not satisfied with our response, you have a right to refer the complaint to the relevant Energy and Water Ombudsman in your area.
3. The contact details of the relevant ombudsman schemes are below:
   1. If the premises is located in NSW:
      Energy and Water Ombudsman NSW
      Address: Level 11, 133 Castlereagh Street, Sydney NSW 2000;
      Website: www.ewon.com.au;
      Telephone: 1800 246 545
   2. If the premises is located in Queensland:
      Energy and Water Ombudsman Queensland
      Address: Level 16, 53 Albert Street, Brisbane City QLD 4000;
      Website: www.ewoq.com.au;
      Telephone: 1800 662 837
   3. If the premises is located in SA:
      Energy and Water Ombudsman SA
      Postal Address: GPO Box 2947 Adelaide SA 5001;
      Telephone: 1800 665 565
   4. If the premises is located in Victoria:
      Energy and Water Ombudsman VIC
      Postal Address: Reply Paid 469, Melbourne VIC 8060;
      Website: www.ewov.com.au;
      Telephone: 1800 500 509

If you have a solar photovoltaic (PV) system installed and operational at your premises, it is important that you tell us as you may be eligible for a feed-in-tariff. You will solely be responsible for any connection and compliance with all electrical safety laws.

You agree that your feed-in-tariff can vary in accordance with clause 8.3 c) of this market retail contract, subject to energy laws. If the amount of your feed-in tariff changes during a billing cycle, then we’ll calculate your feed-in tariff for that period on a proportionate basis. Overpayment of the feed-in tariff will be handled in accordance with clause 12.1 of this market retail contract.

If either party to this contract cannot meet an obligation under this contract because of an event outside the control of that party (‘a force majeure event’):

1. the obligation, other than an obligation to pay money, is suspended to the extent it is affected by the force majeure event for as long as the force majeure event continues; and
2. the affected party must use its best endeavors to give the other party prompt notice of that fact including full particulars of the event, an estimate of its likely duration, the extent to which the affected party’s obligations are affected and the steps being taken to remove, overcome or minimise those effects.

If the effects of a force majeure event are widespread, we will be deemed to have given you prompt notice if we make the necessary information available by way of a 24-hour telephone service within 30 minutes of being advised of the event or otherwise as soon as practicable.

A party that claims a force majeure event must use its best endeavors to remove, overcome or minimise the effects of that event as soon as practicable.

Nothing in this clause requires a party to settle an industrial dispute that constitutes a force majeure event in any manner other than the manner preferred by that party.

This contract is governed by the laws of the state or territory in which the premises are located. You agree to submit to the non-exclusive jurisdiction of the courts in that state or territory.

If we are no longer entitled by law to sell electricity to you due to a Retailer of Last Resort (RoLR) event occurring in relation to us, we are required under the energy laws to provide relevant information (including your name, billing address and metering identifier) to the entity appointed as the relevant designated retailer for the RoLR event and this contract will come to an end.

Some obligations placed on us under this contract may be carried out by another person. If an obligation is placed on us to do something under this contract, then:

1. we are taken to have complied with the obligation if another person does it on our behalf; and
2. if the obligation is not complied with, we are still liable to you for the failure to comply with this contract.

acceptable identification, in relation to:

1. a residential customer—includes the licence number of a driver licence (or driver’s licence) issued under the law of a State or Territory.
2. a business customer that is a sole trader or partnership—includes the form of identification for a residential customer for one or more of the individuals that conduct the business or enterprise concerned and an Australian Company Number or Australian Business Number or the body corporate; or;
3. a business customer that is a body corporate—means Australian Company Number or Australian Business Number of the body corporate.

billing cycle means the regular recurrent period for which you receive a bill from us.
business day means a day other than a Saturday, a Sunday or a public holiday.
business customer means a customer who is not a residential customer.
customer means a person who buys or wants to buy electricity from a retailer.
contract start date is the date on which ReAmped receives your acceptance of this contract to supply you with electricity.
customer connection contract means a contract between you and your distributor for the provision of customer connection services.
designated email address is the email address provided by you as your primary contact email address for the purposes of our communication of bills and notices with you; or the email address of someone else who has been authorized in writing acting on your behalf.
designated retailer means the financially responsible retailer for the premises (where you have an existing connection) or the local area retailer (where you do not have an existing connection) for the premises;
disconnection means an action to prevent the flow of electricity to the premises but does not include an interruption.
distributor means the person who operates the system that connects the premises to the distribution network.
emergency means an emergency due to the actual or imminent occurrence of an event that in any way endangers or threatens to endanger the safety or health of any person, or normal operation of the distribution system or transmission system, or that destroys or damages, or threatens to destroy or damage, any property.
energy laws means any law or regulatory or administrative instrument relating to or affecting the sale or supply of energy in the State or Territory in which your premises is located or otherwise relevant to our obligations under this contract, including the National Energy Retail Law and National Energy Retail Rules, as varied or replaced from time to time.
explicit informed consent has the meaning given in energy laws.
feed-in-tariff means the amount per unit paid for electricity supplied by you from a solar photovoltaic (PV) system to the grid as shown on your plan information document.
force majeure event means an event outside the control of a party.
government feed-in-tariff is the feed-in tariff that we are required to offer under energy laws.
GST has the meaning given in the GST Act (A New Tax System (Goods and Services Tax) Act 1999 (Cth)).
interval meter means a meter that takes measurements of how electricity is used in separate intervals.
life support equipment means any of the following:

1. an oxygen concentrator;
2. an intermittent peritoneal dialysis machine;
3. a kidney dialysis machine;
4. a chronic positive airways pressure respirator;
5. crigler najjar syndrome phototherapy equipment;
6. a ventilator for life support;
7. in relation to a particular customer—any other equipment (whether fueled by electricity or gas) that a registered medical practitioner certifies is required for a person residing at the customer’s premises for life support or otherwise where the customer provides a current medical certificate certifying that a person residing at the customer’s premises has a medical condition which requires continued supply of electricity.

market retail contract means a contract between a small customer and a retailer which is not a deemed customer retail arrangement nor a standard retail contract;
meter, in relation to a customer, means:

1. the device that measures the quantity of electricity passing through it or records the consumption of electricity at the customer’s premises; and
2. for electricity bulk hot water or gas bulk hot water, the device which measures and records the consumption of bulk hot water consumed at the customer's premises.

metering recording the production or consumption of electricity.
metering rules means the applicable Retail Market Procedures and Chapter 7 of the National Energy Rules.
pay-by date means 3 days after the bill issue date.
plan information document means the pricing documentation, including where applicable the energy price factsheet, Basic Plan Information Document, or Detailed Plan Information Document developed in accordance with applicable law.
premises means the address where you accept the supply of energy under this contract.
relevant authority means any person or body who has the power under law to direct us, including the Australian Energy Market Operator, the Australian Energy Regulator, and State and Federal Police.
residential customer means a person who purchases electricity principally for personal, household or domestic use at their premises.
retailer means a person that is authorised to sell electricity to customers.
retailer feed-in-tariff means our voluntary feed-in tariff, which can be found on your plan information document.
RoLR event means an event that triggers the operation of the Retailer of Last Resort scheme under the National Energy Retail Law.
security deposit means an amount of money paid to us as security against non-payment of a bill in accordance with the Rules.
small customer means:

1. a residential customer; or
2. a business customer who consumes electricity at or below a level determined under the energy laws.

the Rules means the National Energy Retail Rules made under the National Energy Retail Law.
website means www.reampedenergy.com.au.