Standard Terms and Conditions

EFFECTIVE FROM:

NEW CUSTOMERS: 16 March 2026
EXISTING CUSTOMERS: 1 May 2026

1. INTRODUCTION

1.1 These Standard Terms and Conditions for the Supply of Electricity (Standard Terms), together with:

(a) your Plan Terms;
(b) any Special Terms (including Add on Special Terms and Join offer Special Terms);
(c) the relevant Plan Eligibility Criteria;
(d) any Add On Eligibility Criteria; and
(e) our lists of rates, charges and fees,

each as amended from time to time in accordance with these Standard Terms, govern the relationship between Meridian and you relating to your electricity supply and form our agreement with you (this agreement).

1.2 If there is a conflict or inconsistency between parts of this agreement, the following order of priority will apply:

(a) Special Terms;
(b) Add On Eligibility Criteria;
(c) Plan Eligibility Criteria;
(d) Plan Terms; and
(e) these Standard Terms.

1.3 When you interact with us, use electricity supplied by us and/or sign up to Meridian to become a customer, and throughout our supply of electricity under this agreement, we will collect, hold, use and disclose information about you. If you are an individual, the Privacy Act 2020 applies to that personal information. You must make sure the information you give us is correct and you must always keep it up to date. Our Privacy Policy is on our website which you can access at www.meridianenergy.co.nz. It sets out how we will collect, hold, use and disclose information, and if the Privacy Act 2020 applies to your information, how we comply with that Act.

1.4 This agreement takes effect between you and us from the time when you become or are deemed to become a Meridian customer which, unless agreed, is the earlier of:

(a) when you first start using electricity supplied by us;
(b) the date determined by the relevant switching process regulations and rules; or
(c) if you are the customer of another electricity retailer and we acquire that retailer’s customers, the date of the transfer of your electricity supply to us.

1.5 All previous versions of our terms and conditions have been replaced by this version.

1.6 Where your premises has more than one ICP:

(a) you will have a separate agreement with us for each ICP;
(b) references in this agreement to "premises" mean the ICP to which that particular agreement relates, unless the context requires otherwise;
(c) your obligations relating to access, safety, and equipment maintenance apply to the entire physical premises;
(d) your payment obligations and our supply obligations apply separately to each ICP; and
(e) medically dependent consumers must register under clause 3 for each ICP at the premises.

1.7 Terms in bold are defined in clause 25.

2. BECOMING A MERIDIAN CUSTOMER

New Meridian customers

2.1 You will become a customer in relation to a premises if you complete our account application procedures and we accept your application for that premises.

Assessing your application

2.2 We may accept or decline your application at our sole discretion and, in making our decision, we will consider your ability to meet our payment, credit and other criteria and may consider any information we already hold about you (for example, information we may hold if you have previously been our customer). If you do not meet our criteria, we may decline your application or may offer to supply electricity to you if you agree to any extra checks and/or Special Terms that we consider necessary.

2.3 If another person living at your premises has an unpaid bill with us, we may refuse to accept you as a customer and supply electricity to those premises until the bill has been paid.

2.4 The information you provide to us in applying to become a Meridian customer must be accurate, complete and not misleading. If the information you provide to us contains a material error, you will be in breach of a material term of this agreement and we may:

(a) change your price or the pricing plan you are on to pricing or a plan you are eligible for (taking into account the revised information) by giving you as much notice as reasonable in the circumstances: or
(b) follow our process to disconnect your electricity supply for material breach in accordance with clause 9.7.

2.5 If our supply of electricity to you has not commenced at the time you become a Meridian customer, we will endeavour to commence supply as soon as possible.

Switching to us from another supplier

2.6 If you are a customer of another electricity retailer and want to switch to us, you need to contact us to apply to become our customer, and if we accept your application you agree that we will:

(a) arrange to end your current agreements with your current retailer and (if applicable) the lines company;
(b) do all things necessary to arrange the supply of electricity to your premises as soon as possible (or on the date agreed with you, if applicable), including requesting your current retailer to release any information they hold about the supply of electricity to your premises (and you agree that you have authorised us to make such request by applying to become our customer);
(c) use the final meter reading provided to us by the previous electricity retailer of the premises (which may be based on an estimate) as your initial meter reading. If you are moving into new premises, you can read the meter before using any electricity and advise us of that reading within one business day of moving in. If your meter reading differs from the previous final meter reading at the premises, we may arrange for the meter to be read and we will use that reading as your initial meter reading; and
(d) comply with any relevant industry standards (including your and our right to cancel a switch).

Moving to premises that Meridian supplies

2.7 If you move into premises that Meridian already supplies and you do not arrange for the supply of electricity to your premises by another electricity retailer, you must contact us to apply to become a Meridian customer.

2.8 If you do not contact us:

(a) we may disconnect the electricity supply to the premises. We will comply with all industry standards in relation to this disconnection; and
(b) whether or not we disconnect the electricity supply to the premises, you must pay for the electricity you have used and all applicable fees (which can be found on our website (www.meridianenergy.co.nz/terms-and-conditions/meridian-fees), including any disconnection fees.

2.9 You will only be liable to pay charges at the premises from the date you owned the premises or began your tenancy or lease at the premises, unless we have agreed another date with you. You must provide us with any evidence that we reasonably request to establish the date that you began to own or rent the premises.

Joint customers, authorised person, alternate contact person and support person

2.10 If you live with another adult and want that adult to be jointly liable under this agreement, you should ensure that they contact us to apply to become a Meridian customer. We may permit joint account holders to be added to the account. We may also impose a limit on the number of joint account holders.

2.11 If you are jointly responsible under this agreement, you are jointly and individually liable for all obligations under this agreement, including the liability to pay each bill. This means that you must pay the entire bill if someone else has not paid their share.

2.12 You must notify us if you no longer wish to be a joint account holder. We may elect to terminate this agreement with respect to the outgoing customer or require the remaining customers to enter into a new agreement, or both. If you remain an account holder and electricity is used at the premises after you leave, you will remain liable to us.

2.13 You may add an authorised person to your account. The authorised person can operate your account and give us instructions to the extent you have authorised them to do so as if they were you. You are responsible for all of their actions. If your authorised person advises us that they no longer want to act as your authorised person, we will notify you.

2.14 You may nominate an alternate contact person if you wish. If you nominate an alternate contact person, we may contact that person if we are unable to contact you. If your alternate contact person advises us that no longer want to act as your alternate contact person, we will notify you. This alternate contact person cannot operate your account unless you request the alternate contact person be made an “authorised person”.

2.15 You may nominate a support person to assist you when you talk to us. Please see our Consumer Care Policy for details.

2.16 When you provide us with the details of an authorised person, alternate contact person and/or a support person, you must provide that person with some specific information as set out in our Privacy Policy.

3. MEDICALLY DEPENDENT CONSUMERS

3.1 If you are, or believe you are, a medically dependent consumer or if you have, or believe you have, a medically dependent consumer at your premises, you must inform us and provide us with a completed Confirmation of Medically Dependent Consumer Status form signed by a health practitioner. You can find a copy of this form on our website or request one from your doctor or a health practitioner. If we become aware of information that indicates that you or someone at your premises is a medically dependent consumer, we may request certain information from you about you or that person and we may request that you make an application for medically dependent consumer status by providing a completed Confirmation of Medically Dependent Consumer Status form signed by a health practitioner.

3.2 If you do not provide us with a completed Confirmation of Medically Dependent Consumer Status form, or do not provide evidence confirming your or the relevant person’s status as a medically dependent consumer, within at least 21 business days of our request (which we may request once every 12 months or otherwise in accordance with applicable industry standards), we may not recognise you, your premises, or the relevant person as medically dependent and may not continue to treat you or them as such.

3.3 If you or the relevant person cease to be a medically dependent consumer, you must notify us as soon as possible and upon receipt of that notification, or upon Meridian otherwise learning that you or the relevant person are not a medically dependent consumer, we will cease to recognise or treat you, your premises or the relevant person as a medically dependent consumer.

3.4 If you are a medically dependent consumer or if there is a medically dependent consumer at your premises, you must maintain an emergency response plan in case of a power outage. We may also obtain information about your plan. Your emergency response plan, which you are responsible for, should ensure that alternative options such as the ability to move quickly to a place where there is power or back up electricity via battery power or a generator are available during an outage. Please note that we cannot guarantee the continuous supply of electricity to your premises. If you ever feel your health or the health of a medically dependent consumer at your premises is at risk due to a power outage, it is essential you call emergency services or get yourself or the medically dependent consumer to a hospital.

3.5 If you or someone else at your premises is a medically dependent consumer, we may need to share certain information with third parties. Please see our Privacy Policy for details.

4. PARTIES INVOLVED IN YOUR ELECTRICITY SUPPLY

4.1 There are a number of entities involved in your electricity supply, including:

(a) you;
(b) Meridian;
(c) the lines company;
(d) Transpower; and
(e) our metering services provider.

4.2 Meridian does not own or operate the power lines that convey electricity to you. These lines are generally owned by Transpower and the lines company or lines companies in your area.

5. LINES COMPANY

Complying with the lines company agreement

5.1 To supply you with electricity Meridian has an agreement with the lines company or lines companies in your area permitting Meridian to use their network. Your responsibilities to the lines company are included in this agreement.

5.2 A lines company may have an agreement directly with you. In that case, that agreement will replace the parts of this agreement dealing with your responsibilities to the lines company.

5.3 You must also:

(a) comply with all line function services safety and technical standards provided for under any regulations or industry standards;
(b) ensure that your equipment complies with the lines company's Network Connection Standards and the lines company's reasonable requirements, as amended from time to time; and
(c) comply with all legal requirements relating to your equipment,

including (if applicable) by ensuring that any alteration is certified by a suitably qualified person. For further information on these obligations, please contact us or the lines company. A copy of the lines company's Network Connection Standards can be found on its website.

6. OUR COMMITMENT TO YOU

6.1 We will provide your electricity supply in a way that complies with all relevant laws and legal obligations, and with industry standards and good industry practice.

6.2 We will comply with all relevant law and legal obligations with respect to customer care and medically dependent consumers. Our Consumer Care Policy is available at www.meridianenergy.co.nz/help/consumer-care-policy.

7. YOUR COMMITMENT TO US

7.1 You agree that you will:

(a) comply with your obligations in this agreement, the law and all relevant codes and regulations;
(b) follow our (and, where applicable, the lines company's or other relevant third parties') reasonable instructions and guidelines about using your electricity supply;
(c) pay the charges for the electricity and any other services that we provide to you and charge to your account, by the due date shown on your bill. This applies even if somebody else uses your electricity, as that electricity will be treated as having been used by you regardless of whether you agreed to such use or not;
(d) provide us with all information we reasonably request in connection with this agreement and ensure that all information you give us and (where applicable) the lines company and relevant third parties is correct. Where any information you have supplied to us changes you must provide us with updated information as soon as possible;
(e) meet, and ensure that your premises meets, at all times, our requirements for you and your premises to be connected to the electricity supply and supplied with electricity by us;
(f) not use the electricity in any way which we consider, acting reasonably, to be for an illegal purpose, or in a way that could interfere with the network, interfere with another customer's use of our services, or interfere with any of our service providers' provision of services;
(g) not be involved in or commit fraudulent or dishonest activity in connection with your account (for example, attempting to pay your bill using a credit card or bank account that you are not authorised to use);
(h) not interfere with anyone else's equipment that has been provided to you or placed on your premises in relation to your electricity supply;
(i) not physically, verbally or otherwise harass, abuse or threaten us or the lines company's representatives or make frivolous or vexatious claims in relation to us or your electricity supply;
(j) not sell or otherwise make your electricity supply available to others or commercially exploit your electricity supply except where agreed with us; and
(k) be responsible for addressing any faults caused by you.

7.2 You agree that we can act on any verbal instructions that you, a joint customer, or your alternate contact person gives us in relation to your electricity supply.

8. RATES, FEES AND CHARGES

8.1 We will charge you our rates, fees and charges in accordance with your agreed Meridian Plan Terms, pricing plan and the Meridian service fees schedule for your electricity supply from the time you became a Meridian customer as set out in clause 1.4, until we stop supplying electricity to you. We will also charge you for any other amount provided for under this agreement or otherwise agreed with you from time to time.

8.2 If we think that circumstances have arisen, or are likely to arise, where you may incur a fee, we will give you reasonable notice of the circumstances before you incur the fee, and explain how you can avoid incurring the fee.

8.3 If you request an additional product or service under this agreement that will result in you incurring an additional cost, we will advise you of the additional cost at the time of your request (or provide you with an estimate of the additional cost if the exact amount is not known to us at that time).

8.4 If you contact us, we can provide to you a copy of your rates and our service fees schedule. Your rates can also be found on your app. Our service fees can be found on our website at www.meridianenergy.co.nz/terms-and-conditions/meridian-fees.

Changes to rates, fees and charges

8.5 We will determine which electricity rates you are eligible for based on our criteria for each rate. These criteria will include matters such as, for example, your meter type, meter configuration and price category that the lines company applies to your premises.

8.6 Subject to any Plan Terms and Special Terms, we may change the rates, fees and charges that we charge you, as well as the level of any discount or buy-back rate from time to time, provided we comply with this clause 8.

8.7 Despite any Plan Terms or Special Terms, we may also change the rates, fees and charges that we charge you, the level of any discount or buy-back rate, or the plan that you are on, at any time if:

(a) any governmental or regulatory changes are made or introduced (such as a change to goods and services taxes or levies that are applicable to your services); or
(b) you stop being eligible for the rate or plan you are on because you no longer meet our criteria for that rate or plan, or a change is made to, or occurs at, your premises, or to the usage/capacity at your premises, that affects the rates or amounts that we charge you, or we find out that information that we relied on to set your price or determine your plan eligibility is incorrect (other than if the incorrect information was provided by you, in which case clause 8.7(c) will apply). If you are no longer eligible for your rates or your plan, we may require you to change to an alternative rate or plan. This may be because of a range of factors, such as a change that you make, a change that a third party such as the lines company makes, or because of other factors outside our control; or
(c) clause 2.4 applies.

8.8 We may make changes to your rates, fees and charges and any discount or buy-back rate at any time without notice to you if the change is neutral or beneficial to you (for example if we are increasing your buy-back rate).

8.9 If your rates, fees or charges, plan or any discount or buy-back rate is changing in accordance with clauses 8.6 or 8.7 and the change is detrimental to you, we will give you the following notice of that change:

(a) if the change is within our control, we will give you at least 30 days' notice in advance;
(b) if the change is required as a result of factors set out in clause 2.4, we will give you notice as set out in that clause; and
(c) if the change is the result of factors outside our control (for example, a change by the lines company or another relevant third party, a governmental change, or the correction of incorrect information from a third party), and the change is:
- (i) a straight pass-through of the relevant cost, we will give you as much notice as is reasonable in the circumstances; and
- (ii) not a straight pass through of the relevant cost (for example, if the change is an input to a cost we calculate with a model) we will give you at least 30 days' notice.

8.10 We will give you notice under clause 8.9 in the following ways:

(a) We will notify you individually and in accordance with clause 22.8 if:
- (i) we are increasing our rates (excluding buy-back rate), fees or charges and the increase in that rate, fee or charge is more than 5%; or
- (ii) we are decreasing any discount or buy-back rate and the decrease in the discount or the buy-back rate is more than 5%,
and in the case of a fee or service charge, that increase is reasonably likely to have a material effect on you. We will tell you our reasons for the increase or decrease.
(b) In all other cases, we do not need to notify you individually, and will provide notice by posting on our website, including if:
- (i) the changes are to non-regular service fees or charges (for example, disconnection, reconnection or special meter reading charges);
- (ii) the change relates to a change in Goods and Services Tax or the Electricity Authority Levy Charge and the change is less than 5%; or
- (iii) if clause 8.12 applies.

8.11 If we change our rates, fees, charges or discounts in a way that is detrimental to you and that change was:

(a) not made pursuant to clause 8.7, you can cancel your agreement with us within 30 days of us providing you with notice of that change without us charging you any Termination Fees (if any) provided you tell us this is why you are leaving; or
(b) made pursuant to clause 8.7, you can cancel your agreement with us within 30 days of us providing you with notice of that change and we may decide to waive the Termination Fees (if any), provided you tell us this is why you are leaving. In making our decision we will take into account the reasons for the change and whether, in those circumstances, it is reasonable for the Termination Fee to apply.

Pricing plans

8.12 If you want to change your pricing plan, products or services to another pricing plan, product or service, then:

(a) please contact us to discuss what change you would like us to make;
(b) if you are eligible for the pricing plan, product or service then subject only to reasonable restrictions applying to the pricing plan, product or service, or an event outside our control occurring which delays the changing of your pricing plan, product or service, we will make the change; and
(c) if you are a residential customer, we will make the change within 10 business days. If you are not a residential customer, we will make the change within a reasonable timeframe agreed with you.

Dishonoured payments

8.13 If any payment made by you is dishonoured by your bank, we may charge you a dishonour fee.

Errors and refunds

8.14 Except where we have estimated the amount of electricity you have used (in which case your bills may be adjusted when we read your meter if we have the information we need to make the adjustment), if we charge you an incorrect amount (for whatever reason), you will either:

(a) be entitled to a prompt refund of the amount overcharged; or
(b) have to pay the undercharged amount to us, to the extent reasonable, taking into account whether we or you have contributed to the error, or could reasonably have been expected to know of the error.

8.15 If you are entitled to any refunds or payments from us, for whatever reason (including any compensation you are entitled to receive from a third party in accordance with clause 13.11 or 15.10), we will decide how these will be paid, acting reasonably. For example, we may:

(a) apply them as a credit against your next bill;
(b) use the money to pay any debts you owe to us; or
(c) pay you by direct credit to your nominated bank account.

No interest is payable on any amount that is underpaid or overpaid.

8.16 If the reason you are entitled to a refund is because you have been over-paying your account (for example, by automatic payment) then we will only credit the refund against your next bill, unless exceptional circumstances apply.

Unmetered supply

8.17 If we agree to supply you with unmetered electricity including, for example, for private street lighting, you must pay for it in accordance with our unmetered supply rates.

Your monthly Meridian account

8.18 Unless we have agreed with you otherwise, every month we will send you a bill for the electricity supply to your premises and our other services together with any applicable fees, charges and discounts.

8.19 You must pay the total amount in full by the due date shown on the bill. You cannot deduct or set off any amount billed against any amount we may owe you. If you do not pay the total amount in full by the due date, late payment fees may be applicable.

8.20 If you think there is an error with your bill, please contact us.

Paying for your electricity

8.21 If you would like to learn about the different payment options available, and an explanation of how these options operate, please visit our website (www.meridianenergy.co.nz). We do not provide a pre-payment option. If you request, we will provide you with information about other retailers who do provide pre-payment options.

8.22 If any of our currently offered payment options are subject to change or no longer available, we will, if you will be disadvantaged by the change, give you reasonable notice and adequate information to explain the changes no less than 30 days before the change takes effect.

8.23 If you are having any difficulties in paying your account, please contact us to discuss possible payment options.

Estimated bills

8.24 Sometimes we may be unable to read your meter for example because of equipment breakdowns, weather conditions or problems getting access to your premises. If we do not read your meter:

(a) we will bill you using an estimate of the electricity you have used; and
(b) when your meter is next read, we will take this into account in your subsequent bill or bills.

For the avoidance of doubt, in the event we take repeated estimated meter readings, we may recover any amounts that were under-charged during the estimated period once an actual meter reading is taken.

8.25 If we send you a bill based on an estimate of the amount of electricity you have used:

(a) the bill will clearly state that an estimate has been used;
(b) you are required to pay bills that are based on estimated amounts unless you provide your own meter reading as set out below;
(c) if you request, we will provide a simple explanation of how estimates are calculated; and
(d) you may provide us with a valid meter reading of your own and where possible, we will amend the estimated bill. However, we reserve the right to:
- (i) undertake (and charge you in certain circumstances, acting reasonably) for an actual reading if the reading you give us is not consistent with our records; and
- (ii) adjust your account if your reading is later found to be inaccurate.

8.26 We may, from time to time, request that you provide an actual meter reading. You will, within a reasonable time following our request, take a photograph of your meter clearly displaying the meter reading and send this to us.

8.27 If you read your meter yourself:

(a) you will be responsible for any loss caused or suffered by you in doing so; and
(b) we may still require an authorised service provider to provide a verified reading of your meter twice a year.

Late bills

8.28 You must notify us within a reasonable period if you have not received your bill by the date on which you would usually expect to receive it, unless we have notified you of a delay in issuing that bill.

8.29 If you receive a bill that is late and you are not responsible for its lateness:

(a) if the bill is received by you less than two months after the end of the period to which it relates, you must pay the bill in accordance with its terms;
(b) if the bill is received by you more than two months after the end of the period to which it relates, by arrangement you will have at least the length of time covered by that bill to pay it (please contact us if you wish to make this arrangement);
(c) if the bill is received by you more than three months after the end of the period to which it relates, we may apply a reasonable discount if we consider it is reasonable to do so in the circumstances.

8.30 You will not be required to pay interest or late payment fees on any incorrect or late bills, and neither will we.

9. DISCONNECTION OF YOUR ELECTRICITY SUPPLY BY US OR THE LINES COMPANY

Fees and charges

9.1 You may incur fees or charges in relation to actions that you or we take in relation to suspending, disconnecting, terminating or reconnecting your electricity supply. Please see our website (www.meridianenergy.co.nz) for a list of fees and charges that may apply, and the circumstances in which they may apply.

Disconnection of electricity supply by the lines company

9.2 The lines company has the right to disconnect your electricity supply in the following circumstances:

(a) it is necessary to avoid endangering persons or property;
(b) there has been an occurrence, or there are circumstances, that may adversely affect the proper working of the network or the transmission system;
(c) the lines company has planned maintenance activities to complete;
(d) we do not have a valid lines company agreement in relation to your premises, or that agreement has expired or been terminated or is about to expire or be terminated;
(e) you do not give the lines company access to your premises in accordance with clause 20 (where that failure to give access is material or persistent):
- (i) in the case of clauses 20.2(a), (b), (d), (g) and (h), after we or the lines company have given you 10 business days' notice of access being required; or
- (ii) in the case of clauses 20.2(c), (e) or (f), immediately; or
(f) you do not comply with clauses 5.3, 16.2(d), 16.2(e), or 16.5 and that non-compliance is material or persistent (and in the case of 16.2(d) we have given you 10 business days' notice).

In these circumstances, the lines company will disconnect your electricity supply, and not Meridian. This means that, if you need to arrange reconnection, you will need to do so with the lines company rather than us. If we receive a disconnection notice from the lines company in relation to your premises, we will give that notice to you.

Disconnection of electricity supply by Meridian

9.3 Except in the case of requested, agreed or emergency disconnections, if we want to disconnect your electricity supply because you have not paid an amount owing to us in relation to or associated with your electricity supply or network services provided by the lines company by the due date shown on your bill:

(a) we will give you written notice that we may disconnect your electricity supply between 10 and 14 business days from the date of the notice unless you pay your account in full (but we need not give you notice if you have agreed a payment arrangement with us and you default on that arrangement within a short period of time);
(b) we will also give you a final warning at least 24 hours before your electricity supply will be disconnected; and
(c) after that, if you have still not paid the amount owing to us, we may disconnect the electricity supply to the premises to which the unpaid amount relates.

Each notice we give you will set out the timeframe within which we may disconnect your electricity supply, and explain how you can prevent disconnection from occurring. We will only disconnect your electricity supply during normal business hours on a business day that is not a Friday or the day before a public holiday. We will not disconnect you at a time which would endanger the wellbeing of people at your premises or at a time at which it would be unreasonably difficult for you to seek rapid reconnection (for example during a civil emergency).

9.4 To avoid having your electricity supply disconnected, you must pay your account in full. We will comply with our Consumer Care Policy and any applicable guidelines, regulations or codes relevant to you in terms of assistance and disconnection.

9.5 In accordance with our Privacy Policy, we may consult with Work and Income New Zealand, District Health Boards, private health practitioners or any other social agency, budget advisor or service provider if:

(a) you do not pay your bills and your supply is at risk of disconnection;
(b) we have provided you with all the assistance we are reasonably able to; and
(c) you are still unable to make your payments.

If you have nominated an alternative contact person with whom we can discuss the details of your account, we may also discuss financial assistance with that person.

9.6 We will not disconnect your electricity supply under clause 9.3 if:

(a) you have not paid an amount owing to us and:
- (i) you are disputing all of that amount on genuine grounds under our complaint resolution procedure; or
- (ii) you are a medically dependent consumer; or
(b) you have not paid an amount owing to us that is based on an estimated meter reading, unless we reasonably believe that it is fair and reasonable in the circumstances to do so.

9.7 We may also disconnect your electricity supply if:

(a) you breach a material term of this agreement (other than non-payment of a bill), or you persistently breach any terms of this agreement;
(b) you become, or are deemed to be, unable to pay your debts, insolvent or bankrupt, go into voluntary administration, have a trustee or manager appointed in respect of all or any of your property or make an assignment for the benefit of, or enter into or make any arrangement or compromise with, your creditors generally. This clause 9.7(b) shall only apply if you are a business customer and shall not apply to residential customers;
(c) that breach is not the subject of a dispute under our complaint resolution procedure; and
(d) if that breach:
- (i) is capable of being remedied:
  - (aa) we have written to you to notify you of the breach and of the need to remedy it in order to avoid disconnection; and
  - (bb) you have not remedied the breach 10 days after receiving written notice of the breach from us; and
- (ii) is not capable of being remedied, we have given you 2 business days' notice, or where 2 business days' notice is not possible or practicable, such lesser period as is reasonably practicable in the circumstances.

9.8 For the purposes of clause 9.7:

(a) material terms in this agreement include (but are not limited to) clause 2.4, clause 5.3, clause 7.1(a), (b), (c), (e), (f), (g), (h), (i), (k), clause 10.3, clause 10.4, clause 16.2, clause 16.4, clause 16.5, clause 19.9, clause 20.2, clause 20.4, clause 20.7 (provided we have complied with clauses 20.6 and 20.9), clause 20.8, and any other term which we consider to be material in the circumstances; and
(b) persistently breaching any term of this agreement means to breach any term of this agreement (whether the same term or a different term) on a repeated or continued basis.

10. SUSPENSION, DISCONNECTION OR TERMINATION OF YOUR ELECTRICITY SUPPLY BY YOU

Suspension of electricity supply at your request

10.1 If you want your electricity supply temporarily suspended, you must give us at least five business days' notice. You will have to pay the cost of suspending and reconnecting your electricity supply. In certain circumstances you may need to contact your lines company to arrange the temporary disconnection — we will let you know if this is the case.

Moving house

10.2 If you are moving premises:

(a) You can apply to be supplied electricity by us at your new premises at the same time and this agreement will apply (and you agree that we may add any unpaid bills you have with us from any other premises to your bills for electricity used at your new premises); and
(b) we may need to obtain a final meter reading. If we need to take a final meter reading at your old premises a charge may apply. If you provide us with the final meter reading and we determine that it is incorrect, we may carry out a final meter reading (at your cost). If this is the case, we will contact you using the contact details you have given us to adjust your final bill.

10.3 If you leave your premises (e.g. if you move from a flat but your flatmates are staying on) and your name is on the electricity account, you must tell us that you are leaving and, accordingly, terminating your account with us. If someone else (e.g. your flatmate) would like us to supply your old premises with electricity, they will need to become a Meridian customer in accordance with clause 2.

10.4 If you do not give us notice that you are leaving your premises, you will be in breach of a material term of this agreement and you will have to keep paying bills for those premises until the earliest date that:

(a) the electricity supply is disconnected at those premises in accordance with clause 2.8 or 9; or
(b) another person or persons become solely liable for the electricity supply to the premises.

Switching to another retailer

10.5 You may switch to another retailer or otherwise terminate your electricity supply agreement with us at any time by providing notice to us (including via your new retailer), subject to any minimum term or Termination Fees that may apply to you as set out in your Plan Terms or Special Terms.

10.6 If you want to switch to another retailer, your new retailer will contact us to arrange the changeover. We will help you and your new retailer switch your account over to them and will comply with any relevant laws and industry standards.

10.7 We may specify the date on which your electricity supply will switch to your new retailer which can be up to 10 business days after we have been notified of the switch by your new retailer (or any shorter time period required by any law or industry standard).

10.8 We will send you a final bill to cover all electricity you have used until the new retailer becomes responsible for your electricity supply. The final bill you receive may be based on an estimated meter reading or you may provide us with a meter reading of your own (however we reserve the right not to accept your reading if it appears to be inconsistent with our records). We may also require that we read your meter (which may be at your cost).

10.9 Following your switch to your new retailer, if your new retailer's subsequent meter reads show that our final estimated bill was inaccurate, we may revise that bill and either ask you to pay the difference or refund the difference to you.

Permanent disconnection (decommissioning) at your request

10.10 If you want your electricity supply permanently disconnected (for example, if you are demolishing your house or are otherwise certain that you will never require an electricity supply to your premises in the future):

(a) we will stop your electricity supply as soon as reasonably practicable after we receive your notice of termination. You may refer to your lines company for details about this process;
(b) we will generally remove all lines and equipment belonging to, or owned or controlled by, us from your premises and may charge you for doing so. If we are removing the lines and equipment, we will provide notice of such charges in advance. The lines company may remove lines and equipment belonging to or controlled by the lines company from your premises and may charge you for doing so. You must provide us and/or the lines company with the necessary access to remove the lines and equipment;
(c) prior to removing the lines and equipment from your premises, we may also require access to your premises to do a final reading of the meter (at your cost). Once the lines and equipment have been removed, we will send you a final bill; and
(d) where you do not own or control the relevant premises, it is your responsibility to ensure you have the landowner's consent for the permanent disconnection of electricity to the premises.

11. TERMINATION OF AGREEMENT

Termination of this agreement

11.1 If, in respect of your premises:

(a) your electricity supply has been disconnected; or
(b) you have switched to another retailer; or
(c) you have left your premises,

our obligations to you, and your obligations to us, in relation to your electricity supply for that premises end (other than those obligations specified in clause 22.9) and this agreement terminates in respect of that premises. In particular, you must still pay us for amounts you owe us under this agreement for that premises, including amounts owed in accordance with clause 10.4. For clarity, if you have other premises supplied by us, this agreement continues for those premises.

12. RECONNECTION OF ELECTRICITY SUPPLY

12.1 Before we reconnect your electricity supply, we may require one or more of the following from you:

(a) payment of:
- (i) any outstanding monies owed to us, in respect of any premises, including any disconnection fees;
- (ii) any fees or charges for services that accrue while your electricity supply is disconnected;
- (iii) a reconnection fee;
- (iv) a form of security for payment;
(b) agreement on an alternative payment arrangement, or any other reasonable terms and conditions;
(c) provision, to our satisfaction, of ongoing access to your premises to fulfil our obligations under this agreement;
(d) confirmation that all appliances at your premises are switched off at the time of reconnection;
(e) your presence at the time of reconnection; and/or
(f) if your premises has not had an electricity supply for more than six months, a certificate of compliance or a certificate of verification, from a registered electrical inspector (this is a legal requirement and a requirement of the lines companies and is to ensure that it is safe to reconnect the supply of electricity, and that the necessary electrical equipment is still up to standard).

12.2 Once you have satisfied our reasonable requirements for reconnection, we will restore your connection as soon as reasonably practicable. We may restore your connection remotely. We reserve the right to charge you for failed attempts to reconnect your electricity supply where the failure has occurred because of your act or omission, these attempts have been carried out in good faith and we have incurred costs.

12.3 Sometimes lines companies will charge us for periods of disconnection which are shorter than a year (for example, if you are disconnected and then have your electricity switched back on six months later). In these circumstances, we may pass this charge onto you (in addition to our disconnection and reconnection fees).

12.4 You will be responsible for any liability suffered or incurred by you or a third party as a result of us reconnecting your electricity supply.

13. AREAS OF LIABILITY

Consumer Guarantees Act

13.1 As a customer, you may have certain rights under the Consumer Guarantees Act. If the Consumer Guarantees Act applies to this agreement, nothing in this agreement limits your rights under that Act, unless clause 13.2 applies to you.

13.2 To the extent that you are in trade and you receive electricity and services from us in trade, you agree that the Consumer Guarantees Act does not apply to this agreement provided it is fair and reasonable that you are bound by this clause. All warranties, guarantees or obligations imposed by:

(a) the Consumer Guarantees Act, the Contract and Commercial Law Act 2017 or any other law (other than the Fair Trading Act 1986) on us concerning the supply of electricity to you; and
(b) the Consumer Guarantees Act, the Fair Trading Act 1986, or the Contract and Commercial Law Act 2017 or any other law on the lines company concerning the services provided by the lines company under the lines company agreement,

are excluded from this agreement to the fullest extent permitted by law (including if you are acquiring or hold yourself out as acquiring electricity for the purpose of a business).

13.3 If you on-sell electricity to an end-user, you must include in any agreement between you and an end-user exclusions on the same terms as clause 13.2, to the fullest extent permitted by law (including if the end-user is acquiring or holds itself out as acquiring electricity for the purpose of a business).

Our liability to you

13.4 We will not be liable to you (in contract or in tort) for any loss or damage you may suffer (including any actual damage to property) unless this arises due to:

(a) our failure to comply with the terms of this agreement; or
(b) a negligent act or negligent omission of (as the case may be) us or any person, agent or assignee for whom we are responsible; and
(c) that loss or damage is:
- (i) reasonably foreseeable and is directly caused by the failure or negligence; and
- (ii) to the extent not caused by an event or circumstances as set out in clause 13.8.

13.5 Subject to clause 13.6, 13.7, and 15.1, if we damage your property or property on your premises by not taking reasonable care and the damage was reasonably foreseeable, we will pay the costs of either repairing the damage or replacing the damaged property (at our discretion).

13.6 Other than where we are liable to you under the Consumer Guarantees Act or the Fair Trading Act 1986, we will not be liable to you for any indirect or consequential loss, or loss of profits or business or any similar claims.

13.7 Our total maximum liability under this agreement will be limited to $10,000 for any single event or series of related events, except that this liability cap does not apply:

(a) to any reasonably foreseeable losses you may be entitled to under the Consumer Guarantees Act;
(b) to a claim under the Fair Trading Act 1986 (other than in relation to breaches of the Fair Trading Act 1986 by the lines company if clause 13.2 applies to you); or
(c) if the loss is caused by our deliberate or wilful breach of this agreement.

13.8 We are not required to carry out any of our responsibilities under this agreement in circumstances where an event has occurred which is beyond our reasonable control and which prevents us from carrying out those responsibilities. An event outside of our reasonable control includes, but is not limited to:

(a) faults in the network;
(b) acts or omissions by the lines company;
(c) problems with generation, transmission or distribution of electricity;
(d) problems with your wiring;
(e) problems arising due to health and safety hazards at your premises;
(f) earthquake, flood, fire, storm, adverse weather conditions or any other natural events or acts of God that could not have reasonably been foreseen or, if foreseen, could not reasonably have been resisted;
(g) sabotage, riot, civil disturbance, explosion, terrorist acts, insurrection, epidemic, national emergency (whether in fact or law), act of war (whether declared or not) or civil disturbances;
(h) strikes, lockouts or other industrial disturbances; and
(i) the binding order or requirement of any court, any government, any local authority or any government, statutory or regulatory body that we could not reasonably have avoided.

13.9 We will continue to perform our other responsibilities not affected by the relevant circumstances and will begin performing all responsibilities affected by the relevant circumstances as soon as it is reasonably practicable for us to do so.

Damage caused by the lines company

13.10 Subject to clause 13.11 below, we are not liable to you for anything that the lines company does or does not do.

13.11 If you suffer loss or damage because of something the lines company does or does not do, and we are able to recover compensation from the lines company, you can only claim from us a proportion of what we recover from the lines company if we can identify you as an affected customer. If the amount we recover from the lines company relates to loss suffered by more than one Meridian customer, we will distribute the amount recovered from the lines company in proportion to each customer's relative loss. We will pass through your portion of the amount recovered from the lines company without set off or deduction except as set out in clause 15.10, in which case we may deduct reasonable administration costs.

13.12 To the extent permitted by law, the lines company will have no liability to you in contract, tort (including negligence) or otherwise in respect of the supply or non-supply of electricity to you under this agreement. However, you may enforce specified clauses of the lines company agreement directly against the lines company. Such clauses of the lines company agreement may be amended without your consent.

Your liability under this agreement

13.13 You will not be liable to us (in contract or in tort) for any loss or damage we may suffer (including any actual damage to property) unless this arises due to:

(a) your failure to comply with the terms of this agreement or any of the lines company's terms; or
(b) a negligent act or negligent omission of you or any person, agent or assignee for whom you are responsible; and
(c) that loss or damage is:
- (i) reasonably foreseeable and is directly caused by the failure, or negligence; and
- (ii) to the extent not caused by an event or circumstances beyond your control.

13.14 If you do not pay your account:

(a) you will still be liable for the cost of the electricity, services, fees and charges relating to your electricity supply but you may have to pay our reasonable administration, solicitor (on a solicitor and own client basis) and other service costs incurred by us in trying to recover the debt from you. We may, for example, refer your debt to a debt collection agency for collection, and recover from you the agency's debt collection costs; and
(b) if non-payment does not result in disconnection under clause 9, we may also require you to provide security for the continued supply of electricity to your premises or require you to agree to special payment terms (at your cost - please see www.meridianenergy.co.nz for a list of fees and charges that may apply).

13.15 If any equipment is damaged by the negligence or wilful act or omission of you, your agent or invitee, a person in your household or their agent or invitee, you will pay the cost of making good that damage to the lines company or the metering services provider.

13.16 You indemnify the lines company and the metering services provider against any direct loss or damage caused or contributed to by the fraud, dishonesty or wilful breach of this agreement of or by you or any of your officers, employees, agents, invitees, or any person in your household or their agents or invitees.

13.17 If you damage, or your agent or invitee or a person in your household or their agent or invitee damages, any of our property or our equipment by not taking reasonable care and the damage was reasonably foreseeable, we may ask you to pay us the cost of repair or replacement of that property or equipment.

13.18 If we incur any fine, monetary penalty or other cost as a direct result of your failure to comply with any of your obligations in this agreement, we may ask you to pay us the amount of the fine, penalty or other cost. This clause applies to the extent permitted by law, and for the avoidance of doubt, nothing in this clause requires you to pay any fine or penalty imposed on us under the Health and Safety at Work Act 2015.

13.19 If you are liable to us (other than for amounts owing by you as a result of your use of our services) the maximum amount you will compensate us for our loss is $10,000 for any single event or series of related events. This liability cap does not apply if that loss is caused by your deliberate or wilful actions, or to damage to equipment or the network. You will not be liable to us for any indirect or consequential loss, or loss of profits or business or any similar claims.

13.20 If more than one person is a Meridian customer in relation to a premises, all of those people are jointly and severally liable under this agreement.

14. COMPLAINT RESOLUTION

14.1 If you have a complaint, please contact us at residential - hello@meridianenergy.co.nz or business and agribusiness - energy@meridianenergy.co.nz, or by using one of our other contact channels available at www.meridianenergy.co.nz/complaints.

14.2 If it is more appropriate that your complaint is managed by the lines company rather than by us, we will refer your complaint to them (unless we have agreed otherwise with them) and it will then be the responsibility of the lines company to address and resolve your complaint. We will tell you in writing if we do this, and we will give you the name and contact details of the lines company. However, if you do not agree to the lines company managing your complaint, we will manage the complaint.

14.3 We will try to resolve your complaint if you contact us. If your complaint cannot be resolved this way, it will be passed on to our free in-house complaint resolution process where a member of our Customer Resolution Team will take responsibility for working with you to find a fair and reasonable resolution. They will promptly acknowledge your complaint in writing (unless you make your complaint orally and agree to us acknowledging your complaint orally) and provide an initial response to your complaint as soon as possible taking account of the urgency of your complaint. They will:

(a) investigate your problem or complaint;
(b) liaise with the relevant people within Meridian or third party companies to resolve your issue;
(c) keep you up to date on progress; and
(d) provide you with a single point of contact if you have further queries or concerns.

14.4 We are part of the Energy Complaints Scheme operated by Utilities Disputes Limited and will deal with any complaint you may have in a way which meets the requirements of this scheme. If you are not satisfied with the way we propose to resolve your complaint, or if it is not resolved after:

(a) 20 business days; or
(b) 40 business days where we have explained in writing that we have a good reason for extending the response time and what that good reason is,

then you are entitled to refer your complaint to Utilities Disputes Limited (who offer a free and independent service for resolving complaints about utilities providers).

14.5 Further information regarding the Energy Complaints Scheme and when you can refer your complaint to Utilities Disputes Limited is available from Utilities Disputes Limited, either by phoning them (on 0800 22 33 40), visiting their website (www.udl.co.nz), emailing them (at info@udl.co.nz) or writing to them (at PO Box 5875, Wellington 6140, Freepost 192682).

15. YOUR ELECTRICITY SUPPLY

Fluctuations

15.1 You acknowledge that you recognise that surges or spikes in your electricity supply are momentary fluctuations in the voltage or frequency that can happen at any time and are not treated as interruptions to your electricity supply. These fluctuations may be large and can cause damage even when they comply with the applicable electricity safety regulations. Any momentary fluctuations (large or small) could damage or destroy appliances including sensitive appliances like computers, televisions, fridges and freezers. We do not control the quality of electricity that you receive and cannot prevent such fluctuations. We will not be responsible for any damage that results from such fluctuations unless we agree we have breached, or are found to have breached, the Consumer Guarantees Act (to the extent that Act applies to this agreement).

Interruptions to your electricity supply

15.2 Your electricity supply may be interrupted because of planned or unplanned events.

15.3 A planned interruption of your electricity supply may be made by us or the lines company:

(a) so the equipment, electrical lines and network equipment connected to your premises or another person's premises can be installed, maintained, upgraded, altered, replaced or repaired;
(b) for health and safety reasons;
(c) to preserve or protect the proper working of the network;
(d) to ensure the quality and safety of your electricity supply or of the electricity supply to a third party;
(e) to comply with instructions from Transpower;
(f) to comply with the law, or any industry standards; or
(g) to comply with instructions from any regulatory authority.

15.4 Unless you agree otherwise, we or the lines company will give you at least four business days' notice of planned interruptions, unless otherwise agreed with you or if the interruption is urgently required and was not reasonably foreseeable, meaning that four business days' notice is not possible, in which case we or the lines company will give you as much notice of the interruption as is reasonably possible.

15.5 Unplanned interruptions to your electricity supply may occur for many reasons and we will be unable to give you prior warning. Examples of reasons for unplanned interruptions include:

(a) where the network is affected by a storm, high winds, third party interference (such as a car accident), or other events beyond our reasonable control; or
(b) safety reasons.

15.6 We are not responsible if your electricity supply is interrupted as a result of events beyond our reasonable control unless we agree we have, or are found to have, breached the Consumer Guarantees Act (subject to clause 13.1 and 13.2). Following an interruption (whether planned or unplanned), we will do everything that we reasonably can to return your electricity supply to normal as soon as reasonably practicable.

15.7 You can report, and access information about, an interruption (planned or unplanned) by calling our Customer Care Team on 0800 496 496. This service is available on a 24-hour basis and is free to call.

Your responsibilities

15.8 You are responsible for:

(a) having insurance against damage from electricity fluctuations and interruptions;
(b) undertaking protective measures such as installing suitable surge protection devices and power conditioners or other means to protect your equipment and electrical appliances; and
(c) arranging for alternative electricity supplies if continuity of power is required including, for example, to preserve perishable items.

15.9 We cannot tell you what types of surge protection devices or power conditioners may be suitable to your circumstances and recommend that you seek advice from an electronics retailer or qualified electrician. Note that surge protection devices may not protect your equipment and electrical appliances from some surges and spikes that you may experience. We recommend that you insure yourself against damage from electricity surges, spikes, fluctuations and interruptions.

Compensation for losses resulting from a supply interruption

15.10 If we receive compensation from a third party for losses resulting from the interruption of supply, we will pass a portion of that compensation on to you if we are able to identify that your electricity supply was interrupted. We will calculate the portion of compensation payable to you by having regard to other affected customers and taking into account any administrative costs reasonably incurred by us. If you ask us to, we will explain in more detail how we calculated the amount of compensation paid to you.

16. RESPONSIBILITY FOR ELECTRICAL LINES AND EQUIPMENT

The lines company's responsibilities

16.1 The lines company is responsible for most of the electrical lines and equipment in your area which are not on your premises, but may also own, lease or control lines and equipment on your premises. The lines company's particular responsibilities are operating and maintaining:

(a) the network up to your network connection point; and
(b) the lines company's transformers and equipment on your premises.

You acknowledge the network, including any part of the network situated on your premises, is and will remain the sole property of the lines company and no provision of this agreement nor the provision of any services by the lines company in relation to the network confers on you or any other person a property right or other interest in or to any part of the network or any equipment owned, leased or controlled by the lines company which is used to provide any such services.

Your responsibilities

16.2 You are responsible for the things that you do and things that your agents, your invitees, other people in your household and their agents and invitees do on your premises. Your particular responsibilities include:

(a) securing and maintaining the electric line and all electricity past your network connection point on your premises (including within your home) in a safe condition using a suitably qualified person, except if and to the extent that the lines company is required by law to provide and maintain those lines, or agrees to maintain those lines;
(b) telling us if you think that any meters on your premises do not accurately record the electricity supplied to your premises;
(c) taking all reasonable precautions necessary to protect any meters, fittings, the network and any other equipment owned, leased or controlled by you, the lines company or us; and
(d) except to the extent that emergency action has to be taken to protect the health and safety of persons, or to prevent damage to property, or with the prior written consent of the relevant owner, not interfering or damaging and ensuring that your agents, your invitees, other people in your household and their agents and invitees do not interfere with or damage, any meters, fittings, the network and any other equipment owned, leased or controlled by you, the lines company or us. This obligation applies during the term of this agreement and for 6 months after this agreement terminates;
(e) not, without the prior written agreement of the lines company, conveying or receiving, or attempting to convey or receive, any signal or other form of communication or any other thing (other than energy in accordance with the lines company agreement and load control signals transmitted by or with the written consent of the lines company) over the network, nor cause or permit any other person to do so;
(f) subject to any written agreement between you and us, or between you and the lines company, and any statutory provision, complying with the Electricity (Hazards from Trees) Regulations 2003 in respect of any trees that you have an interest in that are near Transpower's national transmission system or any line that forms part of the network (these regulations are available from Energy Safety (www.worksafe.govt.nz));
(g) providing and maintaining, at no cost to us or the lines company, suitable space for the safe and secure housing of:
- (i) any equipment owned, leased or controlled by the lines company relating primarily to the connection to the network of network connection points at your premises that the lines company considers necessary; and
- (ii) any metering equipment and associated wiring that we consider necessary;
(h) maintaining and ensuring the security of your own meter box, meter board and all other wiring, equipment and electrical appliances on your premises; and
(i) advising us in advance if you expect your electricity use to change significantly.

16.3 In most cases, your network connection point will be at a power pole or distribution box. However, the location varies at different premises. If you want to know the location of the network connection point on your premises, contact us or your lines company, and we or the lines company will tell you where it is likely to be and how you can find out where it actually is.

16.4 If your premises uses a builders' temporary supply connection, we may periodically require you to provide information to us to check whether that connection is still appropriate. If we reasonably consider that the connection is no longer appropriate (for example if the building work on your premises has stopped), then you must arrange for your premises to be transferred to a permanent connection within the reasonable timeframe we specify. If you do not comply with this clause you will be in breach of a material term of this agreement and we may disconnect your electricity supply after we comply with clause 9.7.

Generation of electricity

16.5 You may not, without the prior written consent of us and your lines company, generate electricity or allow electricity to be generated on your premises that will be injected into the network, nor attempt to do so. If we consent, our consent may be subject to:

(a) you owning or operating the equipment used to generate that electricity;
(b) you and the lines company having entered into an agreement relating to injection of that electricity into the network;
(c) you are responsible for ensuring that you comply with all legal requirements (including under the Code) and industry standards concerning the installation and use of the generation equipment, except that we will ensure that your export meter complies with the requirements of the Code; and
(d) any other conditions which we or the lines company may require including metering requirements or conditions relating to any legal requirement or industry standard.

16.6 We have separate buy-back rates for customers who generate electricity and inject it into the network with our consent pursuant to clause 16.5. Subject to you meeting your obligations under clause 16.7, we will pay you for your exported electricity at the buy-back rate agreed with you. Any line charges rebates received by us from the lines company relating to your exported electricity are factored into our prices. See clauses 8.15 and 8.18 for further details.

16.7 If we give you consent to generate electricity and inject it into the network, you must meet and continue to meet the following requirements:

(a) the electricity you wish to generate and export into the network is to be generated by generation equipment that is located on your premises; and
(b) you have provided us with a copy of your network connection approval from your lines company;
(c) you have an export meter at your premises that is capable of reliably recording and exporting electricity into the network without our assistance and is approved and certified in accordance with Part 10 of the Code;
(d) you must have an operational and communicating import/export meter that allows us to reliably process your electricity consumption on a half hour basis;
(e) your generation equipment, including the installation and use of the generation equipment, complies with all applicable law, standards and regulations (including your lines company's Network Connection Standards) and is not being operated in a manner which, in our opinion, is likely to cause damage or injury to property or any person; and
(f) you tell us if your GST registration status changes at any time while you are generating electricity on your premises and exporting that electricity into the network.

16.8 We are not responsible for problems with the electrical lines or equipment that affect your generation equipment or your ability to send electricity into the network (except if we are responsible for ensuring that your export meter complies with the Code). If you have problems with electrical lines or equipment for which a lines company or Transpower is responsible, please contact that company.

17. FAULTS AND SAFETY

17.1 For safety reasons, faults in your electricity supply need to be acted on immediately. To report a fault, or to find out more information about a fault including expected duration, please contact your lines company or contact us and advise of anything you see or hear that may help pinpoint the cause of the fault.

17.2 For your safety, please treat all electrical lines or wires, at all times, as live and therefore deadly. If you are unsure about the safety of any lines on or near your premises, please contact your lines company or contact us immediately.

17.3 To help ensure that the supply of electricity to you and others is safe and not interrupted, you must:

(a) follow any instructions given to you by the lines company to make sure its electrical lines or equipment on your premises are safe;
(b) repair and maintain your electrical lines and equipment to make sure they comply with the law;
(c) keep your electrical lines clear of buildings, ground, trees and vegetation and other obstacles on your premises or overhanging your premises in accordance with the New Zealand Electrical Code of Practice for Electrical Safe Distances (available from Energy Safety https://www.worksafe.govt.nz);
(d) make sure nothing on your premises interferes with or damages the network;
(e) work out the exact location of any underground electrical line before doing any groundwork, such as digging trenches or driving stakes. Information on the location of underground electrical lines is available from the lines company; and
(f) notify Meridian immediately if there is any damage to or fault with any meters or equipment.

17.4 You must not:

(a) connect or disconnect your premises to or from the network – only people authorised by the lines company can do this;
(b) interconnect two or more network connection points;
(c) interfere with or work on the lines company's electrical lines and equipment on your premises;
(d) allow any mortgage, security interest or other charge of any nature whatsoever to be created over any piece of electrical equipment on your premises that we or the lines company own or over a meter;
(e) take a supply of electricity from anywhere along the electrical line between your network connection point and the meter;
(f) interfere with any equipment on your premises that we or the lines company own or any meter; or
(g) use any appliance that interferes with the safety and operation of any equipment or interferes with anyone else's electricity supply.

If you breach any of the above obligations, we may disconnect your electricity supply in accordance with clause 9.7.

17.5 You are responsible for making sure that your agents, your invitees to your premises, other people in your household, their agents and invitees understand and comply with the requirements of this clause 17. It is also your responsibility to let the owner of your premises know if they have to do anything to meet these requirements or obtain their consent to enable you to meet these responsibilities.

Interference

17.6 Interference with electricity meters, or with lines, connections or equipment belonging to, or leased or controlled by, Meridian or the lines company is a very serious matter and may result in the involvement of police and legal prosecution.

17.7 If interference has resulted in your electricity usage not being properly recorded for any period of time, in accordance with clause 6.1:

(a) we will estimate your electricity usage during the affected period, and you will have to pay any amount which is owing;
(b) except if the interference was caused by us or the lines company, you may also have to pay any costs or losses we or the lines company incur in:
- (i) investigating the interference; and
- (ii) replacing or repairing any damage to the metering equipment; and
(c) except if the interference was caused by us or the lines company, we may also cease, limit, restrict or suspend your electricity supply, and/or take legal action against you.

18. LOAD MANAGEMENT

18.1 Part of your electricity supply may be load managed. Load management may be undertaken by the lines company, by us, by a third party, or by any combination of these entities.

About load management

18.2 Load management is the process of reducing electricity demand on the network by controlling the supply of electricity to specific appliances (referred to as controlled loads). This normally occurs during peak load periods when the demand for electricity is at its highest, but may occur at other times (see clause 18.4 below).

Load management by the lines company or us

18.3 We and the lines company can use load management switches on your premises to interrupt your electricity supply without giving you advance notice if:

(a) in relation to the lines company, our agreement with the lines company allows the lines company to do so; or
(b) in relation to us, if you have agreed to Special Terms with us that allow your electricity to be load managed (in which case we will comply with those Special Terms).

18.4 Load management can occur for any legal purpose, including:

(a) managing the system security of Transpower's national transmission system or the network;
(b) reducing the transmission charges charged by Transpower to the lines company;
(c) optimising the lines company's investment in the network;
(d) managing wholesale electricity purchase cost risks (for example, by shifting the time of your consumption); or
(e) providing interruptible load into the reserves market.

Load management equipment

18.5 To ensure that Meridian and the lines company are able to efficiently manage your electricity supply, you agree that each of Meridian and the lines company may have reasonable access to your premises to install such load management equipment as each considers necessary. See clause 20 for your rights and responsibilities relating to our and the lines company's access to your premises.

18.6 We are responsible for any load management equipment that we install on your premises. We may choose to remove any existing load management equipment on your premises and to replace it with our own equipment.

18.7 You may have to pay for any load management equipment that is changed or installed at your request, as well as the cost of removing equipment that is not ours. We will tell you about these charges before we change or install the equipment. You can contact us for further information.

Load management by third parties

18.8 If you enter into any agreement or arrangement with any third party in relation to using load management switches in, over, on or relating to your premises to interrupt your electricity supply, you must ensure that:

(a) neither us nor the lines company is already entitled to use the load management switches in, over, on or relating to your premises under clause 18.3;
(b) the third party does not interfere with or damage our and the lines company's load management equipment, and if such damage occurs you must promptly remedy that damage at your own cost;
(c) the third party allows the lines company to use load management switches in, over, on or relating to your premises to interrupt your electricity supply to enable it to fulfil its performance obligations as an asset owner under the lines company agreement; and
(d) prior to the third party using load management switches in, over, on or relating to your premises to interrupt your electricity supply, it enters into an agreement with the lines company regarding protocols for complying with clause 18.8(c).

Smart Hot Water programme

18.9 You consent to Meridian adding you in to participate in the Smart Hot Water programme if you meet the eligibility criteria for our Smart Hot Water programme, including having an eligible meter type. Meridian may choose to add you to the Smart Hot Water programme at our sole discretion. You confirm that you have read and accept the Smart Hot Water Special Terms that will apply if you participate in the Smart Hot Water programme. Meridian will give you 10 business days' notice if we add you to the Smart Hot Water programme. If you would like to opt out of the Smart Hot Water programme, you can do this at any time by providing us with at least 2 business days' notice by contacting us via the details on our Contact Us Page.

19. METERING OF ELECTRICITY

19.1 We will comply with all relevant laws and industry standards relating to metering.

Reading your meter

19.2 Except for unmetered supplies, we find out how much electricity you have used by reading your meter (which we may do physically or remotely). We will endeavour to read your meter:

(a) daily, if we read your meter remotely;
(b) at least twice per year, if your electricity supply is to a remote area and we read your meter physically; or
(c) at least four times a year for all other customers.

Meter accuracy

19.3 You must pay for all the electricity which your electricity meter measures as having been used on your premises from the time you became a Meridian customer as set out in clause 1.4 until we stop supplying electricity to you. Electricity industry rules set a standard of accuracy for electricity meters. If you think your meter is not measuring the electricity you use within the set standard of accuracy, you can ask us to test it. Unless your meter has been tested and found to be inaccurate, we will assume that the metering information we collect is accurate (your bills are based on this information).

19.4 If you ask us to, or we decide to, test your meter and we find that it is not accurate, we will bear the cost of testing and repairing or replacing the inaccurate meter. We will then work out what your electricity usage should have been, and how much you should have paid for your electricity. This may result in either a debit or credit to your next bill, depending on whether you paid too much or too little.

19.5 If the meter is found to be accurate and you requested that it be tested, then you may have to pay for the test and will have to pay for all electricity recorded through that meter. We will tell you about the likely cost of undertaking the test when you request it, and before we commence testing.

Metering equipment

19.6 We are responsible for any meter that we install on your premises. We may choose to remove any existing meter on your premises and to replace it with our own equipment.

19.7 You may have to pay for any meters that are changed or installed at your request, as well as the cost of removing equipment that is not ours. We will tell you about these charges before we change or install the equipment. You can contact us for further information.

Replacement meters

19.8 We may, at any time, replace or upgrade the meter at your premises including by installing a smart meter. We may charge you the cost of replacing or upgrading that meter at your premises if you, your agents, your invitees, other people in your household or their agents or invitees have caused damage to the meter or have requested a new meter. We will inform you if your meter is to be replaced or upgraded and any costs of that replacement or upgrade prior to any replacement or upgrade.

19.9 If a replacement meter cannot be installed at your premises because the wiring or the meter board at your premises does not comply with any applicable laws, regulations, codes or standards, or because the replacement meter would, when installed, represent a safety hazard, we will require you to fix, remedy, or repair the wiring or safety hazard at your cost before a replacement meter is installed at your premises.

19.10 We may also require you to provide a certificate of compliance or record of inspection from a certified service provider at your cost before the replacement meter is installed. We may request a copy of this certificate at any time.

20. ACCESS TO YOUR PREMISES

20.1 Sometimes our representatives and representatives of the lines company will need access to your premises. If you breach your obligations under this clause 20, we may disconnect your electricity supply in accordance with clause 9.7, and the lines company may disconnect your electricity supply in accordance with clause 9.2.

Access by the lines company

20.2 You must provide the lines company (including its representatives) with safe and unobstructed access to your premises (including inside any premises and any land over which you have an easement or right to pass electricity) for the following purposes:

(a) to inspect, maintain, upgrade (provided that the upgrade does not have any material adverse effect on you or your premises), replace or operate equipment that is in, over or on your premises and that is owned, leased or controlled by the lines company;
(b) to install, replace, upgrade (provided that the upgrade does not have any material adverse effect on you or your premises), read or maintain meters that are owned, leased to or controlled by the lines company;
(c) to operate any equipment to allow or prevent electricity to flow through a network connection point or to disconnect and reconnect your electricity supply, in each case, in accordance with the lines company agreement with us;
(d) to access our equipment to verify metering information, including, in the event of termination of the lines company agreement, to determine any charges outstanding at the time of termination;
(e) for the safety and protection of persons or property;
(f) to ensure that you fulfil your obligations under clauses 16.2(e) and 16.5;
(g) to enable the lines company to gain access to and remove any of its equipment following the termination of this agreement and for the period ending six months after the date that termination takes effect;
(h) to ensure that trees, vegetation and other obstacles are clear of any lines or other electrical equipment. We or the lines company may charge you for the cost of clearing such trees, vegetation or obstacles if you have failed to do so; and
(i) for any other purpose related to the provision of services under the lines company agreement or to enable the lines company to comply with law.

20.3 If you do not comply with the requirements of clause 20.2, the consequences set out in clause 9.2 may apply.

Access by us

20.4 You must provide us (including our representatives) with safe and unobstructed access to your premises for the following purposes:

(a) to connect, suspend or disconnect your electricity supply;
(b) to install, replace, upgrade, read or maintain meters;
(c) to ensure that trees, vegetation and other obstacles are clear of any lines or other electrical equipment. We or the lines company may charge you for the cost of clearing such trees, vegetation or obstacles if you have failed to do so;
(d) to install, inspect, operate, work on or remove any equipment needed to provide your electricity supply or another person's electricity supply;
(e) to investigate or repair any damage or interference, or suspected damage or interference, to or with the network or any equipment used in relation to your electricity supply;
(f) for the safety and protection of persons or property; and
(g) for any other purpose related to the provision of services under this agreement or required or permitted by law.

Notice of access

20.5 Except in routine situations (such as, for example, reading or inspecting a meter) or emergency situations, before accessing your premises we or the lines company will provide you with written notice of:

(a) when access is required; and
(b) the purpose for which access to your premises is required.

Where we require you to be home during the period that we access your premises, we will call you to set up a time period that suits both you and us. If we agree a time period with you and you do not meet that time, we may charge you a fee.

20.6 Unless we or the lines company agree with you otherwise, we or the lines company will provide you with the notice in clause 20.5:

(a) where we or the lines company require access to undertake construction, upgrade, repair or maintenance work, at least 10 business days before access is required; or
(b) otherwise, in a reasonable time period before access is required.

Access must be safe and unobstructed

20.7 When we or the lines company visit your premises, you must do all things necessary to ensure that access to your premises is safe and unobstructed and that our staff, agents and contractors are not threatened, assaulted or harassed by you or any person you are responsible for. This includes:

(a) ensuring that any dog or other animal on your premises is kept under control; and
(b) where your equipment is located behind locked doors or gates, letting us in or providing us with a key and/or security system code so that we can access your premises.

If you do not give us safe and unobstructed access

20.8 If you either materially breach, or on two or more occasions you breach, clause 20.2, 20.4 or 20.7 and:

(a) that breach is not the subject of a dispute under our complaint resolution procedure;
(b) we have taken reasonable steps to encourage and assist you to comply with clause 20.2, 20.4 or 20.7 (as applicable);
(c) we have complied with our notice obligations for such access; and
(d) we have given you 10 business days' written notice to remedy that breach in order to avoid disconnection,

you will be in breach of a material term of this agreement and we may disconnect your electricity supply in accordance with clause 9.7.

Our access responsibilities

20.9 When accessing your premises, our representatives and representatives of the lines company will:

(a) take reasonable steps to minimise any direct impacts on your premises and any inconvenience to you;
(b) comply with any reasonable requirements that you may have (such as, for example, the time of entry, leaving gates as found, driving in a safe manner, taking reasonable steps not to disturb stock, and avoiding access through specified areas);
(c) identify themselves to you before entering your premises (you do not have to allow them access to your premises unless they show you their identification); and
(d) act courteously, considerately and professionally at all times.

20.10 If you provide us with any keys or security system codes to allow us access to your premises we will:

(a) securely store all keys and security information that you provide to us;
(b) only use the keys and security information for the purpose of exercising our rights and fulfilling our obligations under this agreement; and
(c) destroy the keys and the security information promptly after we no longer require that key or security information for the purposes of this agreement (unless we have agreed to other arrangements with you).

If you contact us, we will provide you with further information on our procedures for secure storage, use and destruction or return of keys and/or security information.

Health, safety and the Resource Management Act 1991

20.11 You must bring to the attention of our or the lines company's representative visiting your premises any health and safety and/or Resource Management Act 1991 requirements or issues that could be relevant and, if your premises are business premises, provide any necessary health and safety equipment to ensure the safety of the representative on your premises.

21. EMBEDDED NETWORKS

21.1 If your premises is connected to an embedded network, you acknowledge and agree that:

(a) the owner of the embedded network (and not the lines company that is the owner of the network connected to the embedded network) is responsible for the conveyance of electricity via the embedded network and that, to the fullest extent permitted by law, the lines company that is the owner of the network connected to the embedded network shall have no liability to you of any kind, whether in contract, tort (including negligence) or otherwise, in relation to the embedded network;
(b) without limiting the acknowledgement and agreement in sub-clause (a) above, to the fullest extent permitted by law, any and all warranties, guarantees or obligations imposed on the owner of the embedded network and/or the lines company that is the owner of the network connected to the embedded network (if any), to you by the Consumer Guarantees Act or any other law concerning:
- (i) the services to be provided by the owner of the embedded network; and
- (ii) the goods to be provided by us,
are excluded, and as a condition of you being entitled to on-sell electricity to an end-user, you must include provisions in all agreements between you and an end-user that exclude all warranties, guarantees and obligations of the kind referred to in this sub-clause (b) to the fullest extent permitted by law, including where the end user is acquiring, or holds itself out as acquiring, electricity for the purpose of a business;
(c) to the maximum extent permitted by law, you indemnify the lines company that is the owner of the network connected to the embedded network in relation to all direct loss or damage caused or contributed by the fraud, dishonesty or wilful breach of this agreement by you;
(d) the lines company that is the owner of the network connected to the embedded network will have no liability to you in contract, tort (including negligence) or otherwise in relation to the supply to you under this agreement; and
(e) the acknowledgements and agreements referred to in sub-clauses (a) to (d) above are given by you for the benefit of the lines company that is the owner of the network connected to the embedded network and are enforceable by the lines company that is the owner of the network connected to the embedded network in accordance with Subpart 1 of Part 2 of the Contract and Commercial Law Act 2017.

22. GENERAL TERMS

Assignment

22.1 We may transfer any or all of our rights and obligations under this agreement to a third party.

22.2 If we transfer any or all of our rights and obligations under this agreement to a third party, we will advise you that we are doing so, tell you how you can contact that third party and when the transfer will take effect.

22.3 If:

(a) you are a residential customer, you may not transfer any of your rights and obligations under this agreement to any other person; or
(b) you are a business customer or both a business and a residential customer, you may transfer any of your rights and obligations under this agreement to a third party provided you first receive our consent to the transfer.

Continuity of electricity supply

22.4 If we commit an event of default as referred to in clause 11.15B of the Electricity Industry Participation Code 2010, you agree that the Electricity Authority may transfer all of our rights and obligations under this agreement to another electricity retailer. If that happens, the terms of this agreement may be amended to the standard terms that the other retailer would have offered you immediately before the event of default or to such other terms that the other retailer and the Electricity Authority agree. In addition, the terms of this agreement may be amended to include a minimum term in respect of which you must pay a cancellation fee if you cancel this agreement before the expiry of that term. You also agree that in the event of such a default we may provide information about you to the Electricity Authority and the Electricity Authority may provide that information to another retailer. Clause 22.1 and this clause 22.4 are for the benefit of the Electricity Authority for the purposes of Subpart 1 of Part 2 of the Contract and Commercial Law Act 2017 and may not be amended without the consent of the Electricity Authority.

22.5 If we have, or are likely to have, a receiver, liquidator, administrator, or other similar officer appointed in relation to us, we will take all reasonable steps to ensure that you receive continuity of electricity supply.

Changing this agreement

22.6 We can change this agreement or our Plan Terms, any Special Terms, Plan Eligibility Criteria, and Add On Eligibility Criteria, to add or remove terms and conditions at any time, including to reflect changes to our operational, legal and regulatory requirements, provided we have given you notice of any change which may be detrimental to you in accordance with this agreement at least 30 days prior to such change taking effect, other than where we are required to implement a change by a relevant authority or by law, in which case we will notify you as soon as reasonably practicable.

If we change this agreement in a way that is detrimental to you, and the change was:

(a) not caused or required by a third party or circumstances outside our control, you can leave Meridian or your plan within 30 days of us providing notice without us charging you any Termination Fees, provided you tell us this is why you are leaving; or
(b) caused or required by a third party or circumstances outside our control, you can cancel your agreement with us within 30 days of us providing you with notice of that change and we may decide to waive the Termination Fees (if any), provided you tell us this is why you are leaving. In making our decision we will take into account the reasons for the change and whether, in those circumstances, it is reasonable for the Termination Fee to apply.

22.7 Clause 22.6 does not apply to changes in our rates, fees, charges or discounts, or to changes to the plan you are on because we find out that information that we relied on to determine your plan eligibility is incorrect – see clause 8.

Notices

22.8 Notices that we send to you will be sent: via your Meridian app, or to the mailing address, email address or phone number (either by calling you or by text or WhatsApp) you have provided to us. We may also provide notice via a statement included on or with your bill. It is your responsibility to notify us of any changes to those addresses and phone numbers. You are deemed to have received any notice sent by us to:

(a) your mailing address three business days after it was sent;
(b) your Meridian app or email address at the time it is sent (if sent between the hours of 7.00am and 5.00pm (local time) on a business day, or if not sent between those hours, at 7.00am on the next business day after it was sent); and
(c) your phone number at the time we speak to you, leave a voicemail for you or text or WhatsApp you (if the communication is between the hours of 7.00am and 5.00pm (local time) on a business day, or if not between those hours, at 7.00am on the next business day after the communication).

If you have given us contact details for an alternate contact person, we can give notice to that person in accordance with this clause 22.8 (as though references to you and your were to the alternate contact person) instead of giving notice to you.

It is your responsibility to ensure that the contact details we have for you are up to date and that we are able to communicate with you using the details you have provided to us.

Survival on termination

22.9 Any clauses which are intended to have effect beyond the term of this agreement will continue in effect after the termination of this agreement including, without limitation, clauses 8, 10.4, 10.8, 10.9, 10.10, 11.1, 12, 13, 14, 15, 16.2(c), 16.2(d), 16.2(g), 20 22 and 25.

Contractual Privity

22.10 Some clauses in this agreement are for the benefit of and shall be enforceable against you by the lines company or lines companies (as the case may be) under Subpart 1 of Part 2 of the Contract and Commercial Law Act 2017 including, without limitation, clauses 5.3, 9.2, 13.1, 13.2, 13.3, 13.8, 13.12, 13.15, 13.16, 15.1, 15.3, 15.5, 15.8, 15.9, 16.1, 16.2, 16.5, 17.3, 17.4, 17.7, 20.1, 20.2, 20.7, 20.11, and 21.

23. MERIDIAN WEBSITES AND APP

Our website

23.1 As a Meridian customer, you may use our website or app in accordance with this agreement and we may send you login and other details so that you can do so.

23.2 The term "our website or app" when used in this clause 23 is a reference to any website or online platform that we operate.

Usernames, one time access code and passwords

23.3 You agree that you:

(a) are responsible for all actions taken using your online account on our website or app, including being responsible for all actions of any person with whom your username and authentication method (such as a one time access code or password) are shared and any person who you authorise to set up a secondary online account (including ensuring they comply with this clause 23.3), unless clause 23.6 applies;
(b) may only share your username and authentication method if:
- (i) you have a joint account holder, with that person; or
- (ii) you are a business, with those of your directors or employees who need to deal with your Meridian electricity account, provided that you ensure that each such person complies with this clause 23;
(c) must amend your password or other authentication method when any person with whom you have shared your password or other authentication method stops being entitled to use your account (for example, because they cease being a joint account holder or leave your employment) - in any case, we recommend that you change your password or other authentication method frequently; and
(d) other than as permitted above, must maintain the confidentiality of your authentication method.

If you breach this clause 23.3 we may suspend or terminate your access to your app and/or online account (as applicable), but we will tell you before we do so. To the maximum extent permitted by law, third party providers of our online account platform shall have no liability to you of any kind in connection with any matter arising as a result of the provider's services.

Credit and debit card payments and direct debit payments

23.4 Payments made by credit card or debit card are subject to our separate terms and conditions for this payment method. There are separate terms for recurring payments and one-off payments. Payments made by direct debit are subject to our separate terms and conditions for direct debits. Copies of these can be found on our website, at www.meridianenergy.co.nz.

Malicious code and unauthorised access to information

23.5 Although we endeavour to:

(a) prevent the introduction of viruses or other malicious code (together, "malicious code") to our website; and
(b) protect the security of your personal information,

we do not guarantee that our website, or any data available from it, is free from malicious code or your transmissions or data or of the information contained on your computer system or on our website will not be accessed or altered by an unauthorised person. You are responsible for ensuring that the process that you use to access our website does not expose your computer system to the risk of interference or damage from malicious code.

23.6 To the extent allowed by law, you will not be liable to us and we will not be liable to you for any damages or harm attributable to malicious code or the unauthorised access to or unauthorised alteration of information, unless you or us (as the case may be) intentionally introduced the malicious code or intentionally allowed the access or alteration of information.

24. QUESTIONS

24.1 If you have any questions in relation to this agreement or your electricity supply in general, please contact us. Our contact details are set out in clause 14.1.

25. DEFINITIONS

25.1 In this agreement, unless the context otherwise requires:

(a) Add On means an optional service or feature relating to your electricity supply, as set out in the Special Terms for the relevant Add On.
(b) Add On Eligibility Criteria means any eligibility criteria you must meet to be eligible for an Add On, as set out at https://www.meridianenergy.co.nz/terms-and-conditions/list-of-plans-and-offers. These Add On Eligibility Criteria form part of your agreement if you have chosen an Add On.
(c) Business day means any day other than a Saturday, Sunday or a statutory public holiday in New Zealand.
(d) Consumer Care Policy means our Consumer Care Policy which is available on our website at www.meridianenergy.co.nz/help/consumer-care-policy.
(e) Consumer Guarantees Act means the Consumer Guarantees Act 1993.
(f) Electricity Authority means the body of that name established under the Electricity Industry Act 2010 and any replacement for that body.
(g) Electricity supply means the supply of electrical energy by us, metering services by us through our metering services provider, and the provision of line services for the delivery of electricity by the lines company.
(h) Emergency situation means a situation in which there is a probable danger to life or property or immediate risk to the continuity or safety of supply or distribution of electricity, or in the case of suspension or disconnection of supply, a situation where Meridian (acting reasonably) considers there may be risk of harm to an individual.
(i) Equipment includes, as the circumstances require, all meters, pre-pay equipment, load management equipment, switches, relays, fuses, wiring and other equipment that uses or is used (or intended or designed to be used) in or in connection with the generation, conversion, transformation, conveyance or use of electricity. A reference to the lines company's equipment includes a reference to equipment owned by the lines company's agent or any other third party the lines company has contracted with for the use of that equipment.
(j) ICP (installation control point) means the point of connection on the network that is assigned a unique identifier for the purposes of trading electricity. Each premises may have one or more ICPs.
(k) Industry standards means any accepted industry arrangements, guidelines, protocols or other standards.
(l) Lines company means:
- (a) the owner of the network connected to your premises and its employees, contractors or agents; and
- (b) if the owner in sub-clause (a) above is the owner of an embedded network, the owner of the network connected to the embedded network, and its employees, contractors or agents.
(m) Lines company agreement means an agreement between Meridian and the lines company governing use of the lines company's network.
(n) Load management means the control of electricity flowing to your premises by way of load management switches in, over, on or relating to your premises.
(o) Medically dependent consumer means a person (whether a customer or a consumer temporarily or permanently resident at a customer's premises) who needs mains electricity for critical medical support (including use of medical or other electrical equipment needed to support a treatment regime), such that loss of electricity may result in loss of life or serious harm.
(p) Meter means the metering and other equipment installed at your premises which is used to measure and/or provide information about the quantity of electricity which we supply to you and/or patterns of electricity usage and/or demand and includes all associated load management equipment and wiring and includes a smart meter and the metering communications network.
(q) Metering services provider means any person appointed by Meridian to perform any metering services and that person's employees, agents and contractors.
(r) Network means any network for the distribution of electricity owned or controlled by the lines company.
(s) Network connection point means the point at which your premises connects to the lines company's network, which is usually at the pole fuse for an overhead connection, or the property boundary for an underground connection.
(t) Network Connection Standards means the lines company's technical and safety standards for an electrical installation to the network as updated from time to time.
(u) Plan Eligibility Criteria means the eligibility criteria you must meet to be eligible for a particular electricity supply plan, as set out at https://www.meridianenergy.co.nz/terms-and-conditions/list-of-plans-and-offers. These Plan Eligibility Criteria form part of your agreement.
(v) Plan Terms means the terms and conditions for your selected electricity supply plan. The Plan Terms form part of your agreement. The Plan Terms are available on our website.
(w) Premises means the physical address or location supplied with electricity under this agreement and includes all land, dwellings and other buildings at that address.
(x) Special Terms means any Special Terms and conditions that may apply to our supply of electricity or provision of services to you. These Special Terms form part of your agreement. These Special Terms are available on our website or will be notified to you.
(y) Transpower means Transpower New Zealand Limited, the company that operates the national transmission system and its employees, contractors or agents.
(z) Termination Fee means any fee payable on the termination of your agreement. This may include incentive recovery for any incentive you have been offered, or other specified exit fees. Details of any Termination Fee will be set out in the Special Terms.
(aa) we, our, us, or Meridian means Meridian Energy Limited trading as Meridian, its subsidiaries, employees, contractors (including, without limitation, the metering services provider) and agents and those contractors' and agents' subcontractors and subagents.
(bb) you and your means you, the customer.

Legal and Privacy Plan Terms Special Terms Offer Terms List of Plans and Offers

Power for home

Power for business

Power for farm

Good Energy

Who we are

MyMeridian

Standard Terms and Conditions

EFFECTIVE FROM:

1. INTRODUCTION

2. BECOMING A MERIDIAN CUSTOMER

New Meridian customers

Assessing your application

Switching to us from another supplier

Moving to premises that Meridian supplies

Joint customers, authorised person, alternate contact person and support person

3. MEDICALLY DEPENDENT CONSUMERS

4. PARTIES INVOLVED IN YOUR ELECTRICITY SUPPLY

5. LINES COMPANY

Complying with the lines company agreement

6. OUR COMMITMENT TO YOU

7. YOUR COMMITMENT TO US

8. RATES, FEES AND CHARGES

Changes to rates, fees and charges

Pricing plans

Dishonoured payments

Errors and refunds

Unmetered supply

Your monthly Meridian account

Paying for your electricity

Estimated bills

Late bills

9. DISCONNECTION OF YOUR ELECTRICITY SUPPLY BY US OR THE LINES COMPANY

Fees and charges

Disconnection of electricity supply by the lines company

Disconnection of electricity supply by Meridian

10. SUSPENSION, DISCONNECTION OR TERMINATION OF YOUR ELECTRICITY SUPPLY BY YOU

Suspension of electricity supply at your request

Moving house

Switching to another retailer

Permanent disconnection (decommissioning) at your request

11. TERMINATION OF AGREEMENT

Termination of this agreement

12. RECONNECTION OF ELECTRICITY SUPPLY

13. AREAS OF LIABILITY

Consumer Guarantees Act

Our liability to you

Damage caused by the lines company

Your liability under this agreement

14. COMPLAINT RESOLUTION

15. YOUR ELECTRICITY SUPPLY

Fluctuations

Interruptions to your electricity supply

Your responsibilities

Compensation for losses resulting from a supply interruption

16. RESPONSIBILITY FOR ELECTRICAL LINES AND EQUIPMENT

The lines company's responsibilities

Your responsibilities

Generation of electricity

17. FAULTS AND SAFETY

Interference

18. LOAD MANAGEMENT

About load management

Load management by the lines company or us

Load management equipment

Load management by third parties

Smart Hot Water programme

19. METERING OF ELECTRICITY

Reading your meter

Meter accuracy

Metering equipment

Replacement meters

20. ACCESS TO YOUR PREMISES

Access by the lines company

Access by us

Notice of access

Access must be safe and unobstructed

If you do not give us safe and unobstructed access

Our access responsibilities

Health, safety and the Resource Management Act 1991

21. EMBEDDED NETWORKS