Common use of Load Management Service Clause in Contracts

Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 8. Nil The Distributor to self-report any failures to provide Load Management Services and investigate any Consumer initiated request and report back to the Retailer. Within 7 Working Days of the breach or notification. Power quality, reliability, safety or Service Interruption investigations. If the Retailer receives a network related complaint (including in relation to Distribution Services) from a Consumer, it will refer the complaint to the Distributor in accordance with the Dispute Resolution Scheme, including providing details of the complaint to the Distributor, and giving written notice to the Consumer that the Distributor is managing the complaint. The Distributor shall acknowledge the referral to both the Retailer and the Consumer as soon as possible in accordance with the Dispute Resolution Scheme. Upon receipt of a complaint from a Consumer, or from the Retailer (including where the Retailer is managing a network related complaint for the Consumer), the Distributor will complete its investigation and provide information to the Consumer, or to the Retailer (where the Retailer is managing the complaint for the Consumer), to enable resolution of the Consumer’s complaint within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Electricity and Gas Complaints Commission. Should the Consumer wish for the complaint to be managed by the Retailer, the Distributor and the Retailer will as soon as possible after the complaint is received discuss the complaint and the Distributor and the Retailer may agree for the Retailer to manage and resolve the complaint in accordance with the Dispute Resolution Scheme. If the Retailer assumes the management of the complaint, the Retailer shall make it clear to the relevant Consumer and the Dispute Resolution Scheme that the Retailer is managing the complaint. Where the Retailer is managing the complaint for the Consumer, the Distributor will within 5 Working Days of receipt of the complaint from the Retailer complete its investigation and provide information to the Retailer, or otherwise provide an acknowledgment that the Distributor is investigating the complaint, what specifically is being done, and the expected timeframe to complete the investigation and provide the required information. However, in any event, the Distributor will complete its investigation and provide information to the Retailer so that the Retailer can offer a resolution to the Consumer within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Electricity and Gas Complaints Commission. The Distributor will remedy any problems under its control in a timely manner, in accordance with Good Electricity Industry Practice. Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. Nil Unplanned Service Interruption communication. As defined in schedule 5. For the purposes of this Service Standard an Unplanned Service Interruption applies to 20 or more Consumers. Nil Nil Notification of Planned Service Interruption. As defined in schedule 5. Nil Nil Information Requests. The Distributor will consider all reasonable requests for information from the Retailer (if they are stated to be made under this schedule 1 of this agreement) and within 5 Working Days meet that request. If the request cannot be met within 5 Working Days, the Distributor will provide an explanation and/or a new timeframe. Nil Pricing Information The Distributor will provide sufficient information in its pricing schedule and/or separate pricing policy that enables the prices to be implemented without the need to seek additional information The price schedule and policy in Schedule 9 is to clearly define the eligibility criteria for all price categories and tariff options. Any changes or proposed changes to the pricing schedule and policy in Schedule 8 should be made in a way that makes changes from the previous version clear including through the provision of marked-up and clean versions of documents Claims process where the Retailer wishes to be indemnified under clause 26.8 If a Consumer makes a claim against the Retailer in relation to which the Retailer wishes to be indemnified by the Distributor under clause 26.8 (a “Claim”), and the Consumer is agreeable to the Distributor assuming management and defence of the Claim, the Retailer will give written notice and provide details of the Claim to the Distributor, otherwise the Retailer will manage the Claim for the Consumer. Where the Retailer gives written notice of a Claim to the Distributor, the Distributor will advise the Retailer as soon as practicable, but no later than 3 Working Days after receiving the notice, whether or not it intends assuming management and defence of the Claim. If the Distributor assumes the management and defence of the Claim, the Retailer shall be entitled to make it clear to the relevant Consumer and the Dispute Resolution Scheme that the Distributor is managing the Claim. Whichever party conducts management and defence of the Claim, it will ensure that the other party is kept informed on a timely basis of any development in relation to the Claim, and is consulted in a timely manner prior to taking any significant steps in relation to the Claim so that the reputation of the other party is not unfairly harmed. If, in respect of any Claim for which the management and defence has been assumed by the Distributor, the Distributor intends to assert that the distributor indemnity under clause 26.8 does not apply, the Distributor will promptly notify the Retailer accordingly. In that event, the Retailer shall be entitled to resume management and defence of the Claim as it relates to the Retailer. Safety events affecting Consumers The Distributor will provide advice to the Consumer and Retailer, and conduct a timely investigation, of any instance of a safety related event as soon as reasonably practicable following the Distributor becoming aware of an event that has caused or has the potential to cause a health and safety incident affecting one or more Consumers. E.g. reversed polarity, fire at property, electric shock. Information Requests. Each party will consider all reasonable requests for information from the other party (if they are stated to be made under this schedule 1 of this agreement) and within 5 Working Days meet that request. If the request cannot be met within 5 Working Days, the party to whom the request is made will provide an explanation and/or a new timeframe. Nil ADDITIONAL SERVICES Schedule 2.1 - Rebates For the purposes of this schedule: “Rebate” includes line charge discounts, line charge rebates, line charge holiday, Trust dividends, and Trust distributions;

Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 8. Nil The Distributor to self-report any failures to provide Load Management Services and investigate any Consumer initiated request and report back to the Retailer. Within 7 Working Days of the breach or notification. SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE INVESTIGATIONS OF POWER QUALITY AND SERVICE INTERRUPTIONS Power quality, reliability, safety or Service Interruption investigations. If the Retailer receives a network related complaint (including in relation to Distribution Services) from a Consumer, it will refer the complaint to the Distributor in accordance with the Dispute Resolution Scheme, including providing details of the complaint to the Distributor, and giving written notice to the Consumer that the Distributor is managing the complaint. The Distributor shall acknowledge the referral to both the Retailer and the Consumer as soon as possible in accordance with the Dispute Resolution Scheme. Upon receipt of a complaint from a Consumer, or from the Retailer (including where the Retailer is managing a network related complaint for the Consumer), the Distributor will complete its investigation and provide information to the Consumer, or to the Retailer (where the Retailer is managing the complaint for the Consumer), to enable resolution of the Consumer’s complaint within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Electricity and Gas Complaints Commission. Should the Consumer wish for the complaint to be managed by the Retailer, the Distributor and the Retailer will as soon as possible after the complaint is received discuss the complaint and the Distributor and the Retailer may agree for the Retailer to manage and resolve the complaint in accordance with the Dispute Resolution Scheme. If the Retailer assumes the management of the complaint, the Retailer shall make it clear to the relevant Consumer and the Dispute Resolution Scheme that the Retailer is managing the complaint. Where the Retailer is managing the complaint for the Consumer, the Distributor will within 5 Working Days of receipt of the complaint from the Retailer complete its investigation and provide information to the Retailer, or otherwise provide an acknowledgment that the Distributor is investigating the complaint, what Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. Nil Unison Networks Limited Use of System Agreement Classification: Confidential Approved by: Commercial Manager/Legal Counsel Page 87 of 117 SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE specifically is being done, and the expected timeframe to complete the investigation and provide the required information. However, in any event, the Distributor will complete its investigation and provide information to the Retailer so that the Retailer can offer a resolution to the Consumer within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Electricity and Gas Complaints Commission. The Distributor will remedy any problems under its control in a timely manner, in accordance with Good Electricity Industry Practice. Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. Nil Unplanned Service Interruption communication. As defined in schedule 5. For the purposes of this Service Standard an Unplanned Service Interruption applies to 20 or more Consumers. Nil Nil Notification of Planned Service Interruption. As defined in schedule 5. Nil Nil Information Requests. The Distributor will consider all reasonable requests for information from the Retailer (if they are stated to be made under this schedule 1 of this agreement) and within 5 Working Days meet that request. If the request cannot be met within 5 Working Days, the Distributor will provide an explanation and/or a new timeframe. Nil Unison Networks Limited Use of System Agreement Classification: Confidential Approved by: Commercial Manager/Legal Counsel Page 88 of 117 SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE Pricing Information The Distributor will provide sufficient information in its pricing schedule and/or separate pricing policy that enables the prices to be implemented without the need to seek additional information The price schedule and policy in Schedule 9 is to clearly define the eligibility criteria for all price categories and tariff options. Any changes or proposed changes to the pricing schedule and policy in Schedule 8 should be made in a way that makes changes from the previous version clear including through the provision of marked-up and clean versions of documents Claims process where the Retailer wishes to be indemnified under clause 26.8 If a Consumer makes a claim against the Retailer in relation to which the Retailer wishes to be indemnified by the Distributor under clause 26.8 (a “Claim”), and the Consumer is agreeable to the Distributor assuming management and defence of the Claim, the Retailer will give written notice and provide details of the Claim to the Distributor, otherwise the Retailer will manage the Claim for the Consumer. Where the Retailer gives written notice of a Claim to the Distributor, the Distributor will advise the Retailer as soon as practicable, but no later than 3 Working Days after receiving the notice, whether or not it intends assuming management and defence of the Claim. If the Distributor assumes the management and defence of the Claim, the Retailer shall be entitled to make it clear to the relevant Consumer and the Dispute Resolution Scheme that the Distributor is managing the Claim. Whichever party conducts management and defence of the Claim, it will ensure that the other party is kept informed on a timely basis of any development in relation to the Claim, and is consulted in a timely manner prior to taking any significant steps in relation to the Claim so that the reputation of the other party is not unfairly harmed. If, in respect of any Claim for which the management and defence has been assumed by the Distributor, the Distributor intends to assert that the distributor indemnity under clause 26.8 does not apply, the Distributor will promptly notify the Unison Networks Limited Use of System Agreement Classification: Confidential Approved by: Commercial Manager/Legal Counsel Page 89 of 117 SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE Retailer accordingly. In that event, the Retailer shall be entitled to resume management and defence of the Claim as it relates to the Retailer. Safety events affecting Consumers The Distributor will provide advice to the Consumer and Retailer, and conduct a timely investigation, of any instance of a safety related event as soon as reasonably practicable following the Distributor becoming aware of an event that has caused or has the potential to cause a health and safety incident affecting one or more Consumers. E.g. reversed polarity, fire at property, electric shock. Information Requests. Each party will consider all reasonable requests for information from the other party (if they are stated to be made under this schedule 1 of this agreement) and within 5 Working Days meet that request. If the request cannot be met within 5 Working Days, the party to whom the request is made will provide an explanation and/or a new timeframe. Nil ADDITIONAL SERVICES Schedule 2.1 - Rebates S2.1 For the purposes of this schedule: “Rebate” includes line charge discounts, line charge rebates, line charge holiday, Trust dividends, and Trust distributions;:

Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 8. Nil The Distributor to self-report any failures to provide Load Management Services and investigate any Consumer initiated request and report back to the Retailer. Within 7 Working Days of the breach or notification. SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE INVESTIGATIONS OF POWER QUALITY AND SERVICE INTERRUPTIONS Power quality, reliability, safety or Service Interruption investigations. If the Retailer receives a network related complaint (including in relation to Distribution Services) from a Consumer, it will refer the complaint to the Distributor in accordance with the Dispute Resolution Scheme, including providing details of the complaint to the Distributor, and giving written notice to the Consumer that the Distributor is managing the complaint. The Distributor shall acknowledge the referral to both the Retailer and the Consumer as soon as possible in accordance with the Dispute Resolution Scheme. Upon receipt of a complaint from a Consumer, or from the Retailer (including where the Retailer is managing a network related complaint for the Consumer), the Distributor will complete its investigation and provide information to the Consumer, or to the Retailer (where the Retailer is managing the complaint for the Consumer), to enable resolution of the Consumer’s complaint within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Electricity and Gas Complaints Commission. Should the Consumer wish for the complaint to be managed by the Retailer, the Distributor and the Retailer will as soon as possible after the complaint is received discuss the complaint and the Distributor and the Retailer may agree for the Retailer to manage and resolve the complaint in accordance with the Dispute Resolution Scheme. If the Retailer assumes the management of the complaint, the Retailer shall make it clear to the relevant Consumer and the Dispute Resolution Scheme that the Retailer is managing the complaint. Where the Retailer is managing the complaint for the Consumer, the Distributor will within 5 Working Days of receipt of the complaint from the Retailer complete its investigation and provide information to the Retailer, or otherwise provide an acknowledgment that the Distributor is investigating the complaint, what Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. Nil Centralines Networks Limited Use of System Agreement Classification: Confidential Approved by: Commercial Manager/Legal Counsel Page 87 of 117 SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE specifically is being done, and the expected timeframe to complete the investigation and provide the required information. However, in any event, the Distributor will complete its investigation and provide information to the Retailer so that the Retailer can offer a resolution to the Consumer within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Electricity and Gas Complaints Commission. The Distributor will remedy any problems under its control in a timely manner, in accordance with Good Electricity Industry Practice. Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. Nil Unplanned Service Interruption communication. As defined in schedule 5. For the purposes of this Service Standard an Unplanned Service Interruption applies to 20 or more Consumers. Nil Nil Xxx Xxx Notification of Planned Service Interruption. As defined in schedule 5. Nil Nil Xxx Xxx Information Requests. The Distributor will consider all reasonable requests for information from the Retailer (if they are stated to be made under this schedule 1 of this agreement) and within 5 Working Days meet that request. If the request cannot be met within 5 Working Days, the Distributor will provide an explanation and/or a new timeframe. Nil Centralines Networks Limited Use of System Agreement Classification: Confidential Approved by: Commercial Manager/Legal Counsel Page 88 of 117 SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE Pricing Information The Distributor will provide sufficient information in its pricing schedule and/or separate pricing policy that enables the prices to be implemented without the need to seek additional information The price schedule and policy in Schedule 9 is to clearly define the eligibility criteria for all price categories and tariff options. Any changes or proposed changes to the pricing schedule and policy in Schedule 8 should be made in a way that makes changes from the previous version clear including through the provision of marked-up and clean versions of documents Claims process where the Retailer wishes to be indemnified under clause 26.8 If a Consumer makes a claim against the Retailer in relation to which the Retailer wishes to be indemnified by the Distributor under clause 26.8 (a “Claim”), and the Consumer is agreeable to the Distributor assuming management and defence of the Claim, the Retailer will give written notice and provide details of the Claim to the Distributor, otherwise the Retailer will manage the Claim for the Consumer. Where the Retailer gives written notice of a Claim to the Distributor, the Distributor will advise the Retailer as soon as practicable, but no later than 3 Working Days after receiving the notice, whether or not it intends assuming management and defence of the Claim. If the Distributor assumes the management and defence of the Claim, the Retailer shall be entitled to make it clear to the relevant Consumer and the Dispute Resolution Scheme that the Distributor is managing the Claim. Whichever party conducts management and defence of the Claim, it will ensure that the other party is kept informed on a timely basis of any development in relation to the Claim, and is consulted in a timely manner prior to taking any significant steps in relation to the Claim so that the reputation of the other party is not unfairly harmed. If, in respect of any Claim for which the management and defence has been assumed by the Distributor, the Distributor intends to assert that the distributor indemnity under clause 26.8 does not apply, the Distributor will promptly notify the Centralines Networks Limited Use of System Agreement Classification: Confidential Approved by: Commercial Manager/Legal Counsel Page 89 of 117 SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE Retailer accordingly. In that event, the Retailer shall be entitled to resume management and defence of the Claim as it relates to the Retailer. Safety events affecting Consumers The Distributor will provide advice to the Consumer and Retailer, and conduct a timely investigation, of any instance of a safety related event as soon as reasonably practicable following the Distributor becoming aware of an event that has caused or has the potential to cause a health and safety incident affecting one or more Consumers. E.g. reversed polarity, fire at property, electric shock. Information Requests. Each party will consider all reasonable requests for information from the other party (if they are stated to be made under this schedule 1 of this agreement) and within 5 Working Days meet that request. If the request cannot be met within 5 Working Days, the party to whom the request is made will provide an explanation and/or a new timeframe. Nil ADDITIONAL SERVICES Schedule 2.1 - Rebates S2.1 For the purposes of this schedule: “Rebate” includes line charge discounts, line charge rebates, line charge holiday, Trust dividends, and Trust distributions;: