TRUenergy Value Bundle

1. Are you eligible to take up a TRUenergy Value Bundle?
1.1 You are eligible for a TRUenergy Value Bundle if:
(a) youare a customer in Victoria purchasing energy principally for personal, household or domestic use at the supply address; and
(b) you agree to purchase both gas and electricity for the one supply address from TRUenergy; and
(c) youare theaccount holder (or the account holder's authorised representative) at thesupply address for both gas and electricity; and
(d) you do not have photovoltaic metering or bulk hot water at your supply address; and
(e) we choose to conduct any credit check about you, we reasonably determine you to be creditworthy.
1.2 We may conduct a credit check in accordance with our Privacy Statementand Customer Charter. You authorise us to conduct such a check and to use the information in assessing your application for a TRUenergy Value Bundle. If we exercise our rights under this clause, no agreement will start unless and until the satisfactory completion of a credit check in relation to you.
1.3 If we reasonably determine that you were not eligible for the TRUenergy Value Bundle after you enter into this agreement (including where both your gas and electricity supply cannot be transferred to TRUenergy), you agree that we may transfer you to a TRUenergy standing offer tariff determined by us as appropriate to your usage.
2. What makes up your TRUenergy Value Bundle agreement?
Your agreement is comprised of these terms, the terms and conditions for your energy supply contained in the TRUenergy Customer Charter and your product schedule. You agree to vary the TRUenergy Customer Charter to the extent set out in this agreement.
3. When will your TRUenergy Value Bundle agreement start?
3.1 Subject to clause 1.2, if you are not an existing customer of ours, this agreement commences from the date on which your assigned meter identifier has been transferred to us for each of gas and electricity.
3.2 Subject to clause 1.2, if you are an existing customer of ours, this agreement commences on the date specified in the product schedule or, if the date is not set out, the date we transfer you to a TRUenergy Value Bundle.
4. When and what will you be charged?
4.1 You agree to pay the TRUenergy Value Bundle energy charges and other charges specified in your product schedule and those charges permitted in accordance with the TRUenergy Customer Charter.
4.2 You must also pay any additional retail charges and distributor imposed charges. Distributor imposed charges will be itemised on your account. Any adjustments for undercharging or overcharging in previous billing periods will also be shown on your account.
4.3 The charges payable by you may be changed to take into account the full amount of any changes to existing, or imposition of any new, distributor imposed charges and/or government imposed charges. Any such changes will be effective from the date of the relevant change taking effect. We will use our best efforts to advise you of these changes by notice in writing.
4.4 In addition to our rights under clause 4.3, we may amend the charges you need to pay from time to time by providing you with 10 days’ prior written notice. If we provide you notice under this clause, you may end this agreement by notifying us within 28 days of the date of our notice.
4.5 You agree that at the time you entered into this agreement we may not have been able to verify themeter configuration at your supply address and accordingly, the charges in your product schedule may not be appropriate to your usage. In this situation, you agree that, once we have verified your meter configuration, we can amend the charges you need to pay by providing you with 10 days’ prior written notice.
4.6 Your charges and usage can be applied pro rata to the number of days in your billing period.
5. Will I receive a rebate under my TRUenergy Value Bundle?
5.1 If you have remained eligible for a TRUenergy Value Bundle and have in the previous 12 months made all payments to us on or before their due date, you will receive a rebate of 11% after the one year anniversary of the commencement date for each energy:
(a) for gas, based on the TRUenergy Value Bundle gas usage charges you have paid for the previous 12 months; and
(b) for electricity, based on the TRUenergy Value Bundle electricity usage charges you have paid for the previous 12 months.
5.2 The rebate will be applied as a credit on your relevant energy bills within a reasonable time after the anniversary of the commencement date for that relevant energy. If you subsequently leave TRUenergy, the unused portion of this credit will be offset against any amounts owing on your account and any remaining credit can be provided to you by cheque on your request by calling 133 466.
5.3 The following conditions also apply to the rebate under clause 5.1:
(a) the rebate is calculated based only on TRUenergy Value Bundle energy usage charges (excluding GST) and not any other charges (such as service charges and any charges for green products);
(b) if your commencement date falls during a billing cycle or a meter read is not conducted at your supply address until after the anniversary of the commencement date, part or all of any rebate can be calculated using your daily average standard usage charges;
(c) for some customers, the rebate will be calculated based on a period just prior to or just over 12 months due to variations in the meter read cycle at your supply address;
(d) the rebate will be payable even if processing the payment of your energy bill is delayed by us beyond the due date provided that you have paid your energy bill on or before the due date;
(e) if you pay by direct debit and such payment fails so that it is not paid by the due date in accordance with clause 5.1, you may not be eligible to receive a rebate based on your payments to that time;
(f) if you have a TRUenergy Budget EasyWay payment plan linked to your direct debit and have paid all of your specified instalments in full on or before the due date for 12 consecutive months (or part provided you otherwise pay in accordance with clause 5.1), you are still eligible for a rebate;
(g) where any energy usage charges paid by you have been based on an estimate and a rebate has been paid to you on this basis, we may conduct an actual meter read to verify that the amount of the rebate paid was correct. You must provide us with reasonable access to your supply address and meter for this purpose. If this verification process confirms that you received an incorrect rebate amount, any difference will be resolved in accordance with the provisions for overcharging and undercharging set out in the TRUenergy Customer Charter.
6. Can you transfer your TRUenergy Value Bundle to your new address?
6.1 You may transfer a TRUenergy Value Bundle to a new supply address by calling 133 466. If you notify us that you have vacated your supply address and want to take up a TRUenergy Value Bundle at your new supply address you will receive a pro-rated rebate for the energy charges already paid in accordance with clause 4.1, provided that you:
(a) take up a TRUenergy Value Bundle at your new
supply address;
(b) have paid on time at the old supply address; and
(c) were at the old supply address for at least one bill cycle.
6.2 The pro-rated rebate will be applied to the bill for your old supply address within a reasonable time of your notice under this clause. If you take up the TRUenergy Value Bundle at your new supply address in accordance with this clause 6, your new commencement date will be in accordance with clause 3. You will continue to be eligible for a rebate at your new supply address in accordance with clause 5.1.
6.3 If you take up a TRUenergy Value Bundle at your new supply address, your energy charge may increase or decrease to reflect the tariff at your new supply address.
7. Changing this agreement
We may amend this agreement from time to time, including as permitted under the TRUenergy Customer Charter and/or the regulations. You provide your consent to us amending this agreement by notice. If we amend this agreement, we will provide you notice of the changes following which the amended terms will form part of this agreement.
8. When this agreement ends
This agreement will terminate upon the transfer of your assigned meter identifier to another TRUenergy product or to another energy retailer, except that you will still have to pay us for any energy and other charges up to the date of transfer.
9. What happens if we end this agreement?
If we end this agreement, we will notify you of the options you have. Should you continue taking supply from us (and you have not entered into another agreement for the supply of energy to the supply address with us), the terms and conditions (including charges) applying to the supply and sale of energy will be as notified to you in writing.
10. Is the TRUenergy Value Bundle available with other TRUenergy products and offers?
The TRUenergy Value Bundle is available with TRUenergy green products in accordance with clause 5.3(a), but not any other TRUenergy product or offer (including any pay by due date discounts) unless otherwise specified by us.
11. Metering services
We will make arrangements for metering on your behalf to ensure the supply address complies with the regulations. You will be responsible for the cost of any site modifications required, any meter installation fee, and the cost of any special meter reads you request.
12. How do we define and interpret this TRUenergy Value Bundle agreement?
Except as provided in this clause, the terms that appear in italics have the meaning assigned to them by the TRUenergy Customer Charter and the regulations.
“agreement” or “TRUenergy Value Bundle” means the terms and conditions contained in this document, incorporating the terms and conditions contained in the TRUenergy Customer Charter and the product schedule.
“commencement date” means the relevant date set out in clause 3.
“distributor imposed charge” means any charge applied by the distributor for the supply of energy to you which we are entitled to pass on to you under the regulations and which is not already included in your energy charges.
"government imposed charge" means any Commonwealth or State Government or regulator imposed taxes, charges, levies, imposts, deductions or duties, including a tax event.
"product schedule" means the document provided to you entitled "TRUenergy Value Bundle Product Schedule" (or similar), setting out details of your request for supply;
“rebate” means the amount payable under clause 5.1;
“tariff” means the amount set out in the product schedule, made up of the supply charge and applicable usage charges, as varied from time to time in accordance with this agreement.
“tax event” means the imposition of any tax (except any income tax imposed on our profits), charge, levy, impost, deduction or duty (“tax”) or change in the rate or way any tax is calculated which results in us being required to pay an amount that we would not otherwise be required to pay, or a change in the amount that we are required to pay under the law that applied at the date of commencement of this agreement.
"TRUenergy Customer Charter" means the customer charter published by TRUenergy for Victoria, as amended from time to time.