Welcome to Ergon Energy Retail

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1 Welcome to Ergon Energy Retail Effective from 1 July 2015

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3 A guide to managing your electricity Thanks for choosing Ergon Energy Retail. We re here to provide you with great service and support your retail electricity needs. As your electricity retailer, we re ready to help you: Open new accounts and arrange location moves Find the right electricity tariff for your business Manage your business electricity use Find the most convenient way for you to pay your account Subscribe to Clean Energy To get you started, this booklet includes a guide to our service promises to you and your rights and obligations under Standard Retail Contract or Standard Large Non-Market Customer Retail Contract. We also let you know about our business electricity tariffs and the range of payment methods we have available. For more information on how we can help you manage your account and ways to better manage your electricity use, visit our website at ergon.com.au. 2

4 Our service promises to you We ll put you, our customer, first We believe in making it as convenient as possible to contact us in ways that suit you. We ll listen and respond to your needs and concerns, be courteous, friendly, and professional, respect your privacy and use plain language in all our communications with you. Deliver simple electricity accounts and flexible payment options We ve set out your billing information in clearly labelled sections, so you can easily see your account details, your usage information, the amount to pay and when it s due. You have the flexibility to pay your electricity bill weekly, fortnightly, monthly or quarterly with your choice of payment method. And if you re having difficulty paying your electricity bill, we re here to help. Provide expert advice We re committed to helping you understand your energy use with advice on choosing the right products for your home and ways to use them more efficiently. We can also help you compare your tariff options and choose one that suits your business. Listen to your feedback Please let us know if you have a complaint relating to our service, products, staff or complaint process. We welcome your feedback to better understand your needs and priorities and improve the way we serve you. Our feedback form is available online at ergon.com.au/feedback. Our small business customers using up to 100 megawatt hours (MWh) of electricity per year also have access to a free, fair and independent dispute resolution service operated by the Energy and Water Ombudsman Queensland by calling

5 Rights and Obligations The contract between us The relationship you have with us comes with certain responsibilities and obligations on both sides, which are outlined in the Standard Retail Contract or Standard Large Non-Market Customer Retail Contract, the National Energy Retail Law and the National Energy Retail Rules. We sell electricity to you at your premises at prices that are set by the Queensland Competition Authority. We re only able to sell electricity to you if we re the existing electricity retailer for your premises or if you re connecting to the electricity network for the first time. To set up a retail account with us, you must provide us with: proof of your identity contact details for billing purposes safe and convenient access to the meter at the premises information to validate any required pre-conditions We can arrange new connections to the electricity distribution network on your behalf. You will have a separate contract with your electricity distributor that deals with the physical connection and/or supply of electricity to your premises. If you have a contract with another electricity retailer, or the previous occupant of your premises had a contract with another retailer, we re unable to sell electricity to you. These contracts apply without the need for you to complete or sign any documents. They begin when you start using electricity at your premises. Further detail is available in the Standard Retail Contract and Standard Large Non-Market Customer Retail Contract available at ergon.com.au/contracts. 4

6 Your guide to tariffs What is a retail tariff? A retail tariff is the name given to the pricing structure Ergon Energy Retail uses to calculate your electricity bill and is made up of a number of components. Some are fixed costs, like service fees and some are variable costs, determined by the amount of electricity you use and when you use it. The fixed and variable charges will change from tariff to tariff, depending on what it s designed for. 5

7 Who sets tariff prices? Our tariff prices are set and regulated by the Queensland Competition Authority (QCA). What are service fees? Service fees cover the fixed costs of supplying and maintaining your electricity service, including costs for equipment like transformers, low voltage mains, service lines, control gear and administration. They are a component of the tariff and are set by the QCA. What does the metering charge cover? The metering services charge covers the cost of your meter/s and operating, maintaining and reading meter/s at your business. The Australian Energy Regulator (AER) requires metering charges to now be separated from other network charges to allow the electricity industry to transition to a fairer, more transparent way of billing metering costs. Previously, these costs were spread across all customers but the AER is now moving the industry to a user pays system. The aim is to support greater competition in metering services in the electricity market and greater customer choice in the future. If you request a new meter because of a change of tariff or a new connection to newly-built premises, you will pay a one-off, up-front charge to install the new meter at your business. This is in addition to your metering services charge and your electrician will be able to provide advice on which meter is suitable for your business. Large vs Small classification Electricity distributors classify customers as large or small, depending on how much electricity they use annually. Small customers use less than 100 megawatt hours of electricity per year, which includes most of our small and medium-sized business customers. Large customers use more than this, which is the case for many of our large commercial or industrial customers. Transitional and Obsolescent Tariffs These tariffs will only be available for a limited period of time, and some are not available to new customers. For more information on our range of tariffs, head to our website at ergon.com.au/businesstariffs. 6

8 Small business tariffs Tariff 20 General Supply This tariff is the most common tariff for small businesses, providing a continuous supply of electricity day and night. It s suitable for most small businesses that use most of their electricity during the daytime. All consumption - cents per kwh Service fee - cents per day Tariff 22A General Supply Time of Use This tariff provides a continuous supply of electricity, with different pricing depending on the time of day that electricity is used at certain times of the year. Time of use pricing on Tariff 22A is active only during the summer months of December to February inclusive. For the remainder of the year, from March to November inclusive, electricity is charged at the off-peak rate at all times. Summer: December to February Peak/Shoulder (weekdays 10am-8pm) - cents per kwh Off-peak (other times) - cents per kwh Service fee - cents per day Non-Summer: March to November All consumption cents per kwh Service fee - cents per day Tariff 31 Super Economy Tariff 31 is suitable for electric hot water systems holding 250 litres or more. Electricity is only available for a minimum of 8 hours each day, usually between 10pm and 7am daily when demand on the network is low. If you re considering this tariff, please refer to our hot water sizing table at ergon.com.au to make sure your hot water system is large enough. All consumption - cents per kwh

9 Tariff 33 Economy Tariff 33 is designed for all types of hot water systems, including suitably sized electric, solar and heat pump hot water systems. Electricity is only available for a minimum of 18 hours each day, usually when demand on the electricity network is low. If you re considering this tariff, please refer to our hot water sizing table at ergon.com.au to make sure your hot water system is large enough. All consumption - cents per kwh Tariff 41 Low Voltage General Supply (Demand) This tariff has a charge for the total amount of electricity used (kwh), plus a demand charge (kw), for the relevant billing period. Demand charge - dollars per kw of chargeable demand per month All consumption - cents per kwh Service fee - cents per day

10 Small and Large business transitional and obsolescent tariffs Tariff 20 (Large) General Supply (Transitional) This tariff is for general usage and is suitable for large businesses that use most of their electricity during the daytime. It will be phased out no later than 30 June All consumption - cents per kwh Service fee - cents per day Tariff 21 (Small) General Supply (Transitional) This tariff cannot be used in conjunction with Tariff 20, 22 or 62 at the same address. It will be phased out no later than 30 June First 100kWh per month - cents per kwh Next 9,900kWh per month - cents per kwh Remaining kwh per month - cents per kwh Minimum charge per day - cents per day Tariff 22 (Small) General Supply Time of Use During the peak period between 7am and 9pm on weekdays, Tariff 22 is priced higher than in the off-peak period. It is generally better suited to businesses with a good proportion of night and weekend electricity use. This tariff will be phased out no later than 30 June 2017 and is not available to new customers applying after 30 June Peak (weekdays 7am-9pm) - cents per kwh Off-peak (other times) - cents per kwh Service fee - cents per day

11 Tariff 22 (Small and Large) General Supply Time of Use (Transitional) This tariff provides a continuous supply of electricity, with different pricing depending on the time of day that electricity is used.it will be phased out no later than 30 June Peak (weekdays 7am-9pm) - cents per kwh Off-peak (other times) - cents per kwh Service fee - cents per day Tariff 37 (Small and Large) Heating (Obsolescent) This tariff is for electric water heaters, production of steam and other permanently connected heating loads of 4kW or more. Supplementary load that is permanently connected as an integral part of the installation may be supplied under this tariff, provided that the aggregated rating does not exceed 10% of the heating load. It will be phased out no later than 30 June 2020 and is not available to new customers applying after 30 June Peak (4.30pm-10.30pm) - cents per kwh Off-peak (other times) - cents per kwh Minimum charge - cents per day

12 Large business tariffs Tariff 44 Demand Small This tariff has a charge for the total amount of electricity used (kwh), plus a demand charge (kw), for the relevant billing period. The demand threshold under this tariff is 30kW. Demand charge - dollars per kw of chargeable demand per month All consumption - cents per kwh Service fee - cents per day 5, , Tariff 45 Demand Medium This tariff has a charge for the total amount of electricity used (kwh), plus a demand charge (kw), for the relevant billing period. The demand threshold under this tariff is 120kW. Demand charge - dollars per kw of chargeable demand per month All consumption - cents per kwh Service fee - cents per day 16, , Tariff 46 Demand Large This tariff has a charge for the total amount of electricity used (kwh), plus a demand charge (kw), for the relevant billing period. The demand threshold under this tariff is 400kW. Demand charge - dollars per kw of chargeable demand per month All consumption - cents per kwh Service fee - cents per day 43, ,

13 Tariff 47 Demand High Voltage This tariff has a charge for the total amount of electricity used (kwh), plus a demand charge (kw), for the relevant billing period. The demand threshold under this tariff is 400kW. Demand charge - dollars per kw of chargeable demand per month All consumption - cents per kwh Service fee - cents per day 39, , Tariff 48 Demand (>4GWh) This tariff has a charge for the total amount of electricity used (kwh), plus a demand charge (kw), for the relevant billing period. The demand threshold under this tariff is 400kW. This tariff is only available to Connection Asset Customers (electricity usage generally >4GWh per year) and Individually Calculated Customers (electricity usage generally >40GWh per year). Demand charge - dollars per kw of chargeable demand per month All consumption - cents per kwh Service fee - cents per day 39, ,

14 Rural transitional tariffs Managing your farm can be energy intensive, which is why there is a range of tariffs designed especially for our rural customers. We offer three rural tariffs. They re called transitional tariffs because they will be phased out no later than 30 June Tariff 62 Farm Time of Use (Transitional) This tariff is suitable for farmers who use electricity at night and on weekends for things such as irrigation, pumping, watering stock, heating piggeries, lighting hatcheries, dairy refrigeration or similar. It offers a cheaper rate after the first 10,000kWh per month and for electricity supplied between 9pm and 7am. This tariff cannot be used in conjunction with Tariff 20, 21 or 22. Peak (weekdays 7am-9pm) - first 10,000kWh per month - cents per kwh Peak (weekdays 7am-9pm) - remaining kwh per month - cents per kwh Off-peak (other times) - cents per kwh Service fee - cents per day Tariff 65 Irrigation Time of Use (Transitional) This tariff offers a low rate for electricity used in a fixed 12 hour period. You can nominate the start and finish times which suit you best either 7am to 7pm, 7.30am to 7.30pm, or 8am to 8pm, Monday to Sunday inclusive. Peak rate - cents per kwh Off-peak rate - cents per kwh Service fee - cents per day Tariff 66 Irrigation (Transitional) This tariff is suitable for those who use irrigation pumps over 7.5kW capacity for long periods of time. You are charged for the amount of electricity you use, plus a service fee and an annual fixed charge based on the size of the motors installed. All consumption - cents per kwh Annual fixed charge first 7.5kW - dollars per kw Annual fixed charge remaining kw - dollars per kw Service fee - cents per day

15 Street lights and other unmetered supply Tariff 71 Street Lights This tariff is for the supply of power to street lights on roads which local government controls or state controlled roads as defined under the Transport Infrastructure Act (1994). All consumption - cents per kwh Service fee - cents per day per lamp Tariff 91 Other Unmetered Supply Unmetered electricity supply is available to other small loads. Charges are based on consumption determined by Ergon Energy Network. Charges for installation, maintenance and removal of supply to an unmetered installation may also apply. All consumption - cents per kwh

16 Get your bill by with e-bill It s the fast, convenient and secure way to get your electricity bill and other information from Ergon Energy Retail. We send it straight to your inbox, attached as a PDF that looks exactly like your paper bill. e-bill is a great way to receive and manage your bills: 1. It s fast - no more waiting for the snail mail! 2. It s convenient - receive and check your bill whenever and wherever you are 3. It s secure - save and store your bills electronically 4. It s paperless - better for you and the environment Register today at ergon.com.au/ebill. Access to your meter 15 You may not know this, but we need safe and convenient access to your electricity meter at all reasonable times. We rely on accurate and timely meter readings to bill you correctly for the electricity you use. You can help us access your meter by: using a lock authorised by Ergon Energy keeping dogs restrained or in a separate area to your meter clearing away vegetation, vehicles and other equipment relocating your meter talk to a licensed electrical contractor Are you ready for your next meter read? Check the estimated date of your next meter read it s on your electricity bill. For more information or help to identify options available for you, call us today on or visit ergon.com.au/access.

17 Clean Energy is a smart move for your business Subscribing to Clean Energy is a great way to give your business a competitive edge. A subscription of 10% or more means your business may also qualify to use the GreenPower logo on your marketing materials in accordance with their usage guidelines. For more information visit greenpower.gov.au. When you subscribe to Clean Energy, it increases demand for renewable energy in the national electricity grid. It is one of the most effective ways you can reduce your carbon footprint and support Australia s renewable energy industry. As your electricity retailer we buy Clean Energy from renewable energy generators within our customers communities to increase energy generation in Queensland, including the wind farm at Windy Hill near Ravenshoe, hydro stations at Koombooloomba and the Tinaroo Dam, and biomass plants at a number of sugar mills. Signing up to Clean Energy only takes a few minutes, and you can cancel any time without penalty. How much does Clean Energy cost? You can choose to have between 2.5% and 100% of your electricity comprised of Clean Energy, at just six cents per kwh more than your current business tariff. To subscribe, go to ergon.com.au/businesscleanenergy. 16

18 Payment Options Every Queensland business is different. Whether you own a café and make daily trips to the bank or run a cattle station out of town, we offer a range of payment options to suit the way you do business. Online with credit card Pay online using MasterCard or Visa via BPOINT at ergon.com.au/bpoint. BPOINT is a convenient and secure payment method, supported by the Commonwealth Bank and available 24/7. Direct Debit With Direct Debit you can choose to pay weekly, fortnightly, monthly or on the due date, with payments transferred from your nominated account automatically. To register for Direct Debit, call or complete an application form online at ergon.com.au/paymentoptions. Electronic Funds Transfer (EFT) With EFT, you can transfer money directly from your bank account to ours. To arrange an EFT, please call us on BPAY BPAY lets you pay your electricity bill any time of the day or night from your bank account, using your internet or phone banking. You can also view and pay your bills online through your internet banking with BPAY View TM. For more information, visit bpay.com.au. By phone with credit card Call us on and have your credit card and bill ready. We accept MasterCard and Visa for payments between $20 and $10,000. Cheque/money order by mail To pay by mail, simply tear off the bottom portion of your electricity bill and mail it back to us with your cheque or Australia Post money order. If you are paying multiple electricity bills with the one cheque or Australia Post money order, please enclose the bottom portion of each electricity bill. Please note cheques may take three to seven days to clear. Pay in person If you d like to pay your bill in person, visit your local Australia Post. 17

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20 If you have any questions about your electricity, feel free to contact us. Customer service am 5.30pm, Mon to Fri ergon.com.au Ergon Energy Queensland Pty Ltd ABN Interpreter Service Servizi di interpretariato e traduzione Dolmetscher- und Übersetzungsdienst Mga serbisyo sa pagsasalin-wika Tolk- en vertaal diensten linkedin.com/company/ ergon-energy-retail google.com/ +ErgonAu_Retail youtube.com/user/ ergonenergyretail Life-threatening emergencies only Triple Zero 000 or hours a day, 7 days a week Faults only hours a day, 7 days a week Ergon Energy Corporation Ltd ABN EEQ0189

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