Adaptive Energy Life Support Policy

You are considered a life support customer if someone at your property relies on approved life support equipment. This includes:

• Customers who have told us about a life support requirement
• Customers who are medically confirmed

If you or someone in your household needs life support equipment, please contact us immediately. We will:

• Register you straight away
• Apply protections immediately
• Notify your electricity distributor

You do not need to wait for medical confirmation before we apply protections.

Once you tell us about your life support needs, we will:

• Register your property as a life support site immediately
• Send you information about your rights and protections
• Provide a medical confirmation form
• Give you time to return the form (at least 65 business days)

We will send reminders to help you complete this process. Protections apply from the moment you notify us.

If you are registered as a life support customer:

No disconnection for non-payment

We will not disconnect your electricity for non-payment while your life support status is active.

Priority support

We will provide priority handling of your account and clear, timely communication.

Outage information

We will work with your distributor to ensure you receive information about planned outages.

To ensure your safety:

• Life support customers cannot participate in Virtual Power Plant (VPP) plans
• If you are already on a VPP plan, we will safely remove you from the VPP, move you to a suitable energy plan, and ensure there is no interruption to your electricity supply

We will clearly explain any changes and ensure they are fair and transparent.

If you are having difficulty paying your bill, we will:

• Offer support through our hardship program
• Provide flexible payment plans based on what you can afford

Life support protections always take priority over standard credit processes.

To help us support you, we ask that you:

• Provide medical confirmation when requested
• Tell us if your life support needs change
• Have an emergency plan in case of power outages

If you move or your circumstances change:

• Let us know as soon as possible
• We will transfer your life support protections to your new address

This policy is available on our website and on request (including accessible formats). We regularly review this policy to ensure it remains effective and compliant with regulatory requirements.