Common use of Faults and Emergencies Clause in Contracts

Faults and Emergencies. If you experience any type of gas or electricity failure or emergency, you can call the faults and emergencies number on your bill, or refer to the Distributor’s website. Alternatively, you can call us and we will assist you where possible. Continuity and Quality of Supply Due the nature of energy, we cannot guarantee the quality, frequency, and continuity of energy to your property. Interruptions and inconsistencies with energy supply can cause problems with your sensitive equipment. We would suggest that you take reasonable precautions to minimise the risk of loss or damage to any equipment, property or your home, which may result from poor quality, or reliability of electricity supply. Force Majeure A force majeure event is an event outside the reasonable control of you or us, which would result in you or us (the affected party) being in breach of obligations under our energy supply Agreement. If a force majeure event occurs: • The obligations of the affected party are suspended to the extent to which they are affected by the force majeure event as long as the force majeure continues • The affected party must give the other party prompt notice of the force majeure event, an estimate of its likely duration, the obligations affected by it and the extent of its effect on those obligations and the steps taken to remove, overcome or minimise its effects The affected party must use its best endeavours to remove, overcome or minimise the effects of the force majeure event as quickly as possible (although neither you nor we are required to settle any industrial dispute in any way that you or we do not want to). Governing Bodies, Regulation and Compliance Governing Bodies There are several national agencies and departments that govern the way that we operate as an electricity retailer. There are also state specific agencies and departments that govern the operation of electricity retailers in their states. National: • Australian Competition and Consumer Commission (ACCC) • Australian Energy Market Commission (AEMC) • Australian Energy Market Operator (AEMO) • Australian Energy Regulator (AER) State wide: • Energy Safe Victoria • Essential Services Commission of South Australia • Essential Services Commission (VIC) • Independent Pricing and Regulatory Tribunal (IPART) NSW • Queensland Competition Authority (Electricity) (Gas) State Ombudsman: • Energy and Water Ombudsman NSW (EWON) • Energy and Water Ombudsman VIC (EWOV) • Energy and Water Ombudsman QLD (EWOQ) • Energy and Water Ombudsman SA (EWOSA) Compliance and Regulations The energy market is governed by numerous acts and regulations. The role of the governing bodies is to administer the markets in accordance with these acts and regulations together with overseeing the operation of the market. National • Competition and Consumer Act 2010 – Previously the Trade Practices Act • Fair Trading Legislation • Marketing Codes of Conduct • Other rules and guidelines published by regulators • Privacy Act 1988 (Cth) Victoria • Electricity Industry Act 2000 (VIC) • Energy Retail Code (VIC) Queensland • Electricity Act 1994 (QLD) • Electricity Industry Code (QLD) • Electricity Regulation 2006 (QLD) New South Wales • Electricity Supply Act 1995 (NSW) • Electricity Supply (General) Regulation 2014 (NSW) New South Wales, Queensland and South Australia: • National Energy Retail Law • National Energy Retail Rules Definitions of Terms Acceptable Identification means, in relation to a Residential Customer, one or more of the following: a driver’s licence, a current passport or other form of photographic identification, a Pensioner Concession Card or other entitlement card issued under the law of the Commonwealth or of a State or Territory or a birth certificate. If a Business Customer is a partnership, each of the partners may need to be identified. If a Business Customer is a company, acceptable identification includes the Australian Company Number or the Australian Business Number. Business Customer means a customer who is not a Residential Customer. Business Day means a day other than a Saturday or Sunday or a national/state public holiday. Energy means Electricity or Gas or both depending on your service agreement with us. Charter means this document that sets out your rights and responsibilities. Concession means a state government concession, rebate, or grant. Distributor means the company, which owns and operates the distribution network of poles and wires through which electricity or gas is provided to your Supply Address. CovaU or we or us means CovaU Pty Ltd Ombudsman means the Energy Ombudsman or other dispute resolution body who has jurisdiction in your State or Territory. Residential Customer means a customer who purchases electricity principally for personal, household, or domestic use at the relevant Supply Address. Retailer means a company licensed to sell electricity or gas as authorised under the relevant State Laws or the National Energy Retail Law (South Australia) Act 2011. Service Agreement means Market Retail Agreement or Standard Agreement unless stated otherwise. “you”request and authorize CovaU(User ID No.466119) to arrange,through its own financial institution,a debit to you nominated bank or credit card account any amount CovaU,has deemed payable by you. This debit or charge will be made through the Bulk Electronic Clearing System(BECS) from your account held at the financial institution you have nominated on this form and will be subject to the terms and conditions of the Direct Debit/Credit Card Request Service Agreement. By signing and/or providing us with a valid instruction in respect to your Direct Debit/Credit Card Request, you have understood and agreed to the terms and conditions governing the debit arrangements between you and CovaU as set out this Request Form and in your Direct Debit/Credit Card Requst Service Agreement. Direct Debit/ Credit Card Request Service Agreement This is your Direct Debit/ Credit Card Request Service Agreement with CovaU (User ID No.466119) ABN 54 090 117 730. It explains what your obligations are when undertaking a Direct Debit or Credit Card arrangement with us. It also details what our obligations are to you as your Direct Debit or Credit Card provider. Please keep this agreement for future reference. It forms part of the terms and conditions of your Direct Debit / Credit Card Request (DCR) and should be read in conjunction with your DCR authorisation. Definitions account means the account held at your financial institution from which we are authorised to arrange for funds to be debited or charged funds (as applicable).

Faults and Emergencies. If you experience any type of gas or electricity failure or emergency, you can call the faults and emergencies number on your bill, or refer to the Distributor’s website. Alternatively, you can call us and we will assist you where possible. Continuity and Quality of Supply Due the nature of energy, we cannot guarantee the quality, frequency, and continuity of energy to your property. Interruptions and inconsistencies with energy supply can cause problems with your sensitive equipment. We would suggest that you take reasonable precautions to minimise the risk of loss or damage to any equipment, property or your home, which may result from poor quality, or reliability of electricity supply. Force Majeure A force majeure event is an event outside the reasonable control of you or us, which would result in you or us (the affected a¦ected party) being in breach of obligations under our energy supply Agreement. If a force majeure event occurs: • The obligations of the affected a¦ected party are suspended to the extent to which they are affected a¦ected by the force majeure event as long as the force majeure continues • The affected a¦ected party must give the other party prompt notice of the force majeure event, an estimate of its likely duration, the obligations affected a¦ected by it and the extent of its effect e¦ect on those obligations and the steps taken to remove, overcome or minimise its effects e¦ects The affected a¦ected party must use its best endeavours to remove, overcome or minimise the effects e¦ects of the force majeure event as quickly as possible (although neither you nor we are required to settle any industrial dispute in any way that you or we do not want to). Governing Bodies, Regulation and Compliance Governing Bodies There are several national agencies and departments that govern the way that we operate as an electricity retailer. There are also state specific agencies and departments that govern the operation of electricity retailers in their states. National: • Australian Competition and Consumer Commission (ACCC) • Australian Energy Market Commission (AEMC) • Australian Energy Market Operator (AEMO) • Australian Energy Regulator (AER) State wide: • Energy Safe Victoria • Essential Services Commission of South Australia • Essential Services Commission (VIC) • Independent Pricing and Regulatory Tribunal (IPART) NSW • Queensland Competition Authority (Electricity) (Gas) State Ombudsman: • Energy and Water Ombudsman NSW (EWON) • Energy and Water Ombudsman VIC (EWOV) • Energy and Water Ombudsman QLD (EWOQ) • Energy and Water Ombudsman SA (EWOSA) Compliance and Regulations The energy market is governed by numerous acts and regulations. The role of the governing bodies is to administer the markets in accordance with these acts and regulations together with overseeing the operation of the market. National • Competition and Consumer Act 2010 – Previously the Trade Practices Act • Fair Trading Legislation • Marketing Codes of Conduct • Other rules and guidelines published by regulators • Privacy Act 1988 (Cth) Victoria • Electricity Industry Act 2000 (VICVic) • Energy Retail Code code (VICVic) Queensland • Electricity Act 1994 (QLDQld) • Electricity Industry Code (QLDQld) • Electricity Regulation 2006 (QLDQld) New South Wales • Electricity Supply Act 1995 (NSW) • Electricity Supply (General) Regulation 2014 2001 (NSW) New South Wales, Queensland and South Australia: • National Energy Retail Law • National Energy Retail Rules Definitions of Terms Acceptable Identification means, in relation to a Residential Customer, one or more of the following: a driver’s licence, a current passport or other form of photographic identification, a Pensioner Concession Card or other entitlement card issued under the law of the Commonwealth or of a State or Territory or a birth certificate. If a Business Customer is a partnership, each of the partners may need to be identified. If a Business Customer is a company, acceptable identification includes the Australian Company Number or the Australian Business Number. Business Customer means a customer who is not a Residential Customer. Business Day means a day other than a Saturday or Sunday or a national/state public holiday. Energy means Electricity or Gas or both depending on your service agreement with us. Charter means this document that sets out your rights and responsibilities. Concession means a state government concession, rebate, or grant. Distributor means the company, which owns and operates the distribution network of poles and wires through which electricity or gas is provided to your Supply Address. CovaU or we or us means CovaU Pty Ltd Ombudsman means the Energy Ombudsman or other dispute resolution body who has jurisdiction in your State or Territory. Residential Customer means a customer who purchases electricity principally for personal, household, or domestic use at the relevant Supply Address. Retailer means a company licensed to sell electricity or gas as authorised under the relevant State Laws or the National Energy Retail Law (South Australia) Act 2011. Service Agreement means Market Retail Agreement or Standard Agreement unless stated otherwise. otherwise “you”request and authorize CovaU(User ID No.466119) to arrange,through its own financial institution,a debit to you nominated bank or credit card account any amount CovaU,has deemed payable by you. This debit or charge will be made through the Bulk Electronic Clearing System(BECS) from your account held at the financial institution you have nominated on this form and will be subject to the terms and conditions of the Direct Debit/Credit Card Request Service Agreement. By signing and/or providing us with a valid instruction in respect to your Direct Debit/Credit Card Request, you have understood and agreed to the terms and conditions governing the debit arrangements between you and CovaU as set out this Request Form and in your Direct Debit/Credit Card Requst Service Agreement. Direct Debit/ Credit Card Request Service Agreement This is your Direct Debit/ Credit Card Request Service Agreement with CovaU (User ID No.466119) ABN 54 090 117 730. It explains what your obligations are when undertaking a Direct Debit or Credit Card arrangement with us. It also details what our obligations are to you as your Direct Debit or Credit Card provider. Please keep this agreement for future reference. It forms part of the terms and conditions of your Direct Debit / Credit Card Request (DCR) and should be read in conjunction with your DCR authorisation. Definitions account means the account held at your financial institution from which we are authorised to arrange for funds to be debited or charged funds (as applicable). agreement means this Direct Debit/ Credit Card Request Service Agreement between you and us. banking day means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia. debit day means the day that payment by you to us is due. debit payment means a particular transaction where a debit is made. direct debit request means the Direct Debit/ Credit Card Request between us and you. us or we means CovaU, (the Debit User) you have authorised by requesting a Direct Debit or Credit Card Request. you means the customer who has signed or authorised by other means the Direct Debit Bank or Credit Card Request. your financial institution means the financial institution nominated by you on the DCR at which the account is maintained.

Faults and Emergencies. If you experience any type of gas or electricity failure or emergency, you can call the faults and emergencies number on your bill, or refer to the Distributor’s website. Alternatively, you can call us and we will assist you where possible. Continuity and Quality of Supply Due the nature of energy, we cannot guarantee the quality, frequency, and continuity of energy to your property. Interruptions and inconsistencies with energy supply can cause problems with your sensitive equipment. We would suggest that you take reasonable precautions to minimise the risk of loss or damage to any equipment, property or your home, which may result from poor quality, or reliability of electricity supply. Force Majeure A force majeure event is an event outside the reasonable control of you or us, which would result in you or us (the affected a¦ected party) being in breach of obligations under our energy supply Agreement. If a force majeure event occurs: • The obligations of the affected a¦ected party are suspended to the extent to which they are affected a¦ected by the force majeure event as long as the force majeure continues • The affected a¦ected party must give the other party prompt notice of the force majeure event, an estimate of its likely duration, the obligations affected a¦ected by it and the extent of its effect e¦ect on those obligations and the steps taken to remove, overcome or minimise its effects e¦ects The affected a¦ected party must use its best endeavours to remove, overcome or minimise the effects e¦ects of the force majeure event as quickly as possible (although neither you nor we are required to settle any industrial dispute in any way that you or we do not want to). Governing Bodies, Regulation and Compliance Governing Bodies There are several national agencies and departments that govern the way that we operate as an electricity retailer. There are also state specific agencies and departments that govern the operation of electricity retailers in their states. National: • Australian Competition and Consumer Commission (ACCC) • Australian Energy Market Commission (AEMC) • Australian Energy Market Operator (AEMO) • Australian Energy Regulator (AER) State wide: • Energy Safe Victoria • Essential Services Commission of South Australia • Essential Services Commission (VIC) • Independent Pricing and Regulatory Tribunal (IPART) NSW • Queensland Competition Authority (Electricity) (Gas) State Ombudsman: • Energy and Water Ombudsman NSW (EWON) • Energy and Water Ombudsman VIC (EWOV) • Energy and Water Ombudsman QLD (EWOQ) • Energy and Water Ombudsman SA (EWOSA) Compliance and Regulations The energy market is governed by numerous acts and regulations. The role of the governing bodies is to administer the markets in accordance with these acts and regulations together with overseeing the operation of the market. National • Competition and Consumer Act 2010 – Previously the Trade Practices Act • Fair Trading Legislation • Marketing Codes of Conduct • Other rules and guidelines published by regulators • Privacy Act 1988 (Cth) Victoria • Electricity Industry Act 2000 (VIC) • Energy Retail Code (VIC) Queensland • Electricity Act 1994 (QLD) • Electricity Industry Code (QLD) • Electricity Regulation 2006 (QLD) New South Wales • Electricity Supply Act 1995 (NSW) • Electricity Supply (General) Regulation 2014 (NSW) New South Wales, Queensland and South Australia: • National Energy Retail Law • National Energy Retail Rules Definitions of Terms Acceptable Identification means, in relation to a Residential Customer, one or more of the following: a driver’s licence, a current passport or other form of photographic identification, a Pensioner Concession Card or other entitlement card issued under the law of the Commonwealth or of a State or Territory or a birth certificate. If a Business Customer is a partnership, each of the partners may need to be identified. If a Business Customer is a company, acceptable identification includes the Australian Company Number or the Australian Business Number. Business Customer means a customer who is not a Residential Customer. Business Day means a day other than a Saturday or Sunday or a national/state public holiday. Energy means Electricity or Gas or both depending on your service agreement with us. Charter means this document that sets out your rights and responsibilities. Concession means a state government concession, rebate, or grant. Distributor means the company, which owns and operates the distribution network of poles and wires through which electricity or gas is provided to your Supply Address. CovaU or we or us means CovaU Pty Ltd Ombudsman means the Energy Ombudsman or other dispute resolution body who has jurisdiction in your State or Territory. Residential Customer means a customer who purchases electricity principally for personal, household, or domestic use at the relevant Supply Address. Retailer means a company licensed to sell electricity or gas as authorised under the relevant State Laws or the National Energy Retail Law (South Australia) Act 2011. Service Agreement means Market Retail Agreement or Standard Agreement unless stated otherwise. “you”request and authorize CovaU(User ID No.466119) to arrange,through its own financial institution,a debit to you nominated bank or credit card account any amount CovaU,has deemed payable by you. This debit or charge will be made through the Bulk Electronic Clearing System(BECS) from your account held at the financial institution you have nominated on this form and will be subject to the terms and conditions of the Direct Debit/Credit Card Request Service Agreement. By signing and/or providing us with a valid instruction in respect to your Direct Debit/Credit Card Request, you have understood and agreed to the terms and conditions governing the debit arrangements between you and CovaU as set out this Request Form and in your Direct Debit/Credit Card Requst Service Agreement. Direct Debit/ Credit Card Request Service Agreement This is your Direct Debit/ Credit Card Request Service Agreement with CovaU (User ID No.466119) ABN 54 090 117 730. It explains what your obligations are when undertaking a Direct Debit or Credit Card arrangement with us. It also details what our obligations are to you as your Direct Debit or Credit Card provider. Please keep this agreement for future reference. It forms part of the terms and conditions of your Direct Debit / Credit Card Request (DCR) and should be read in conjunction with your DCR authorisation. Definitions account means the account held at your financial institution from which we are authorised to arrange for funds to be debited or charged funds (as applicable).

Faults and Emergencies. If you experience any type of gas or electricity failure or emergency, you can call the faults and emergencies number on your bill, or refer to the Distributor’s website. Alternatively, you can call us and we will assist you where possible. Continuity and Quality of Supply Due the nature of energy, we cannot guarantee the quality, frequency, and continuity of energy to your property. Interruptions and inconsistencies with energy supply can cause problems with your sensitive equipment. We would suggest that you take reasonable precautions to minimise the risk of loss or damage to any equipment, property or your home, which may result from poor quality, or reliability of electricity supply. Force Majeure A force majeure event is an event outside the reasonable control of you or us, which would result in you or us (the affected a¦ected party) being in breach of obligations under our energy supply Agreement. If a force majeure event occurs: • The obligations of the affected a¦ected party are suspended to the extent to which they are affected a¦ected by the force majeure event as long as the force majeure continues • The affected a¦ected party must give the other party prompt notice of the force majeure event, an estimate of its likely duration, the obligations affected a¦ected by it and the extent of its effect on those obligations and the steps taken to remove, overcome or minimise its effects effects. The affected a¦ected party must use its best endeavours to remove, overcome or minimise the effects e¦ects of the force majeure event as quickly as possible (although neither you nor we are required to settle any industrial dispute in any way that you or we do not want to). Governing Bodies, Regulation and Compliance Governing Bodies There are several national agencies and departments that govern the way that we operate as an electricity retailer. There are also state specific agencies and departments that govern the operation of electricity retailers in their states. National: • Australian Competition and Consumer Commission (ACCC) • Australian Energy Market Commission (AEMC) • Australian Energy Market Operator (AEMO) • Australian Energy Regulator (AER) State wide: • Energy Safe Victoria • Essential Services Commission of South Australia • Essential Services Commission (VIC) • Independent Pricing and Regulatory Tribunal (IPART) NSW • Queensland Competition Authority (Electricity) (Gas) State Ombudsman: • Energy and Water Ombudsman NSW (EWON) • Energy and Water Ombudsman VIC (EWOV) • Energy and Water Ombudsman QLD (EWOQ) • Energy and Water Ombudsman SA (EWOSA) Compliance and Regulations The energy market is governed by numerous acts and regulations. The role of the governing bodies is to administer the markets in accordance with these acts and regulations together with overseeing the operation of the market. National • Competition and Consumer Act 2010 – Previously the Trade Practices Act • Fair Trading Legislation • Marketing Codes of Conduct • Other rules and guidelines published by regulators • Privacy Act 1988 (Cth) Victoria • Electricity Industry Act 2000 (VIC) • Energy Retail Code code (VIC) Queensland • Electricity Act 1994 (QLD) • Electricity Industry Code (QLD) • Electricity Regulation 2006 (QLD) New South Wales • Electricity Supply Act 1995 (NSW) • Electricity Supply (General) Regulation 2014 (NSW) New South Wales, Queensland and South Australia: • National Energy Retail Law • National Energy Retail Rules Definitions of Terms Acceptable Identification means, in relation to a Residential Customer, one or more of the following: a driver’s licence, a current passport or other form of photographic identification, a Pensioner Concession Card or other entitlement card issued under the law of the Commonwealth or of a State or Territory or a birth certificate. If a Business Customer is a partnership, each of the partners may need to be identified. If a Business Customer is a company, acceptable identification includes the Australian Company Number or the Australian Business Number. Business Customer means a customer who is not a Residential Customer. Business Day means a day other than a Saturday or Sunday or a national/state public holiday. Energy means Electricity or Gas or both depending on your service agreement with us. Charter means this document that sets out your rights and responsibilities. Concession means a state government concession, rebate, or grant. Distributor means the company, which owns and operates the distribution network of poles and wires through which electricity or gas is provided to your Supply Address. CovaU or we or us means CovaU Pty Ltd Ombudsman means the Energy Ombudsman or other dispute resolution body who has jurisdiction in your State or Territory. Residential Customer means a customer who purchases electricity principally for personal, household, or domestic use at the relevant Supply Address. Retailer means a company licensed to sell electricity or gas as authorised under the relevant State Laws or the National Energy Retail Law (South Australia) Act 2011. Service Agreement means Market Retail Agreement or Standard Agreement unless stated otherwise. “you”request and authorize CovaU(User ID No.466119) to arrange,through its own financial institution,a debit to you nominated bank or credit card account any amount CovaU,has deemed payable by you. This debit or charge will be made through the Bulk Electronic Clearing System(BECS) from your account held at the financial institution you have nominated on this form and will be subject to the terms and conditions of the Direct Debit/Credit Card Request Service Agreement. By signing and/or providing us with a valid instruction in respect to your Direct Debit/Credit Card Request, you have understood and agreed to the terms and conditions governing the debit arrangements between you and CovaU as set out this Request Form and in your Direct Debit/Credit Card Requst Service Agreement. Direct Debit/ Credit Card Request Service Agreement This is your Direct Debit/ Credit Card Request Service Agreement with CovaU (User ID No.466119) ABN 54 090 117 730. It explains what your obligations are when undertaking a Direct Debit or Credit Card arrangement with us. It also details what our obligations are to you as your Direct Debit or Credit Card provider. Please keep this agreement for future reference. It forms part of the terms and conditions of your Direct Debit / Credit Card Request (DCR) and should be read in conjunction with your DCR authorisation. Definitions account means the account held at your financial institution from which we are authorised to arrange for funds to be debited or charged funds (as applicable).