Energy Wellbeing customer
terms & conditions

‍Toast Electric is a retail brand of Sustainability Trust. Any contractual relationship, real or implied, between Toast Electric and you as the customer should be understood as being with Sustainability Trust .

These special terms apply to any of our customers who are enrolled by an approved referral agency as a Toast Electric Energy Wellbeing programme (TEEW) customer. They are additional to, and should be read in conjunction with, our General Terms and Conditions.

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Definition

You are considered to be an Energy Wellbeing customer of Toast Electric if:

1. You meet the current TEEW eligibility criteria of our referral partners.
2. You have been onboarded as a Toast Electric customer by an approved referral partner through the secure Partner Portal on the Toast Electric website.
3. You have agreed to the General Terms and Conditions and these Energy WellbeingTerms and Conditions during the onboarding process on our website.

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Moving house 

1. If you move from the address that you registered on joining Toast Electric to another address within our service area, and you wish to continue to remain a client of Toast Electric, you will need to let us know at hello@toastelectric.nz or via our website www.toastelectric.nz so we can move your electricity supply.
2. We will continue your enrollment in TEEW but may require a new home assessment to understand the quality and energy needs of your new home. If you move out of our service area, and we can not supply your new property, then your TEEW enrollment will cease.

Length of eligibility 

1. Energy Wellbeing clients are eligible for the benefits provided by TEEW for a period of 2 years following the date of enrollment as an Energy Wellbeing customer. Continued enrollment in TEEW is contingent on you continuing to be a customer of Toast Electric in good standing.
2. We will communicate with you at least one month prior to your second anniversary date. If you are still a current Toast Electric customer and you wish to continue as a TEEW customer this will be contingent on:
   • an assessment by your referral agency and notification to us that you are still meet eligibility criteria for TEEW
   • your referral agency has sufficient allocation to continue your enrollment
   • Toast Electric has sufficient capacity in TEEW to supply your referral agency with allocation
3. Your continuation in the programme will however be at the sole discretion of Toast Electric.
4. If we determine that you are no longer able to participate in the Energy Wellbeing programme, we will inform you in writing. We will then revert your account to our existing standard pricing and terms and conditions existing at the time .

Application process 

The following general process applies...

1. You may request or be nominated by one of our approved Toast Electric referral partner agencies for switching your current electricity supply to Toast Electric as a Toast Electric Energy Wellbeing Client:
   1. The partner will have sole responsibility for determining whether to onboard you to Toast Electric as an Energy Wellbeing Client:
      1. eligibility requirements may vary from time to time, but generally you may be onboarded if you:
         1. are a client of an approved partner agency, and
         2. struggle to pay your power bills, and
         3. Toast Electric has available capacity in TEEW
      2. if the partner agency determines that you are not eligible or we have filled our current available TEEW capacity they may assist you or you may onboard yourself to Toast Electric as a general client, and be placed on our waitlist for TTW programme
      3. if you are on our waitlist for TEEW we will notify you when we have capacity
2. You must provide the referral partner with the following documentation:
   1. Two recent energy bills from your current electricity provider:
      1. these should clearly show your current electricity tariffs and
      2. preferably include information such as a bar graph or usage information for at least six months
      3. this information can be in paper form, or electronic
   2. Your bank account information
      1. this will be used to set up weekly direct debits
      2. if you receive a Work and Income benefit, you may also authorise a benefit redirect to pay your electricity bills
   3. You should also have contact information for yourself and another contact who can act as your representative if you are unavailable

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Energy Wellbeing programme benefits

If you become an Energy Wellbeing customer we will:

1. Provide you with a lower overall electricity tariff than you are currently paying for electricity supply
   1. This means we will calculate the electricity volume you used over the last 12-months based on information on previous bills you have provided us, and calculate the cost of that electricity based on your current retailer’s electricity tariffs. We will then set your Toast Electric tariffs at a point that ensures the overall cost of our services based on that 12 months' usage is lower.
   2. If our current tariffs are higher than your current retailer, we will apply a discount to ensure the net costs of our supply are below your current retailer. You will see this lower cost reflected on your bill as a discount on our standard tariffs (fixed and variable charges) advertised on our website.
   3. If we apply a discount, this discount will be valid for 24 months. The discount will always be a set percentage off the standard tariffs that appear on our website. If these tariffs increase, we will notify you, however your discount off these increased prices will remain. After 24 months as an Energy Wellbeing client, if you not re-enrolled as an Energy Wellbeing customer (as outlined in the discount will be discontinued and Toast Electric’s general pricing as it appears on our website will apply, unless we re-enrol you in line with Clause 3 above).
   4. The comparison with your previous retailer will include whether you are a standard or low user. If your previous retailer gave you an invoice discount (including prompt payment discounts), we will include your discount in our calculations, but we will not include any discounts provided for bundled or alternative services including but not limited to dual-fuel or broadband discounts.
   5. If your bill with your previous retailer had multiple consumption (per kWh) rates, we will calculate a single benchmark consumption rate based on the consumption weighted averages of these rates.
   6. If we reasonably believe that the bill provided to us from your previous retailer:
      1. is not genuine or
      2. represents an offer significantly lower than the current retail electricity market
      3. we may at our discretion offer you an alternative rate
2. Provide you with discounted power over the winter months of June, July and August:
   1. In order to support you to use more power for heating over winter for the same of lower cost, we will discount your power bills for all power used in the months of June, July, and August by a fixed percentage (Winter Energy Discount). The discount will apply to your standard variable and fixed charges.
   2. If you are already receiving an Energy Wellbeing discount – this discount will not apply during the winter months. The total discount applied will be the Winter Energy Discount percentage.
   3. If you are receiving an Energy Wellbeing discount this discount will be reapplied from the beginning of September following the Winter Energy Discount period.
   4. We will notify you of the amount of the discount each year. We may vary the terms of the winter offer from year to year and will be notifed to you prior to the beginning of June as to what the upcoming Winter Energy Discount will be.
3. Require you to participate in a Home Check:
   1. The Home Energy Check is a detailed home assessment and advice session aimed to assist us and you to create a warm, dry home with lower running costs. It consists of an in-home visit and a report by a Sustainability Trust Home Performance Advisor to provide you with:
      1. helpful tips on how to create and maintain a warm, dry home with lower energy bills
      2. free interventions (e.g. curtains, heaters, LED’s etc – dependent on availability)
      3. access to free or subsidised home upgrades (insulation, heatpumps, moisture control etc. depending on availability)
      4. support to communicate with your landlord or housing provider about issues such as cold and damp and whether your home meets the government’s Healthy Homes Standards
      5. detailed physical assessment of current insulation, windows, heating etc to determine your heating needs
      6. survey questions regarding how you feel about your home’s warmth and other details including income, number of children and adults in the home etc.
4. Provide you with the opportunity to participate in research studies to determine the effects of TEEW on changes in energy wellbeing:
   1. Research studies generally will aim to understand how TEEW improves the health and wellbeing of participants, energy use changes, and any other insights you can provide on the Toast Energy Wellbeing programme is working for you.
   2. Energy Wellbeing clients may be offered the opportunity to participate. However, participation in the research study is not a deciding factor or pre-requisite for coming on board as an Energy Wellbeing customer.

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