Everything you'd want to read before you sign.

1 · About tīrama Energy

Tīrama Energy Limited (New Zealand company number 9424181) is a New Zealand-based electricity retailer. We supply residential power and install a wall-mounted home battery as part of the standard supply agreement at no upfront cost to the customer.

tīrama is registered with the Electricity Authority as a Participant on the Electricity Industry Participant Register. Our participant identifier is TRMA, and we are bound by the Electricity Industry Participation Code 2010 and the Consumer Care Obligations published by the Electricity Authority.

tīrama is a member of Utilities Disputes Limited, the approved dispute resolution scheme for the electricity industry. Membership is free for residential customers to use.

2 · Terms of supply

Nothing in this disclosure limits rights you have that can't be excluded by law. Our supply and services carry guarantees under the Consumer Guarantees Act 1993, and we must not mislead you under the Fair Trading Act 1986. Where those Acts apply, they prevail over anything here that would reduce your rights.

2.1 The agreement

When you join tīrama, you accept one agreement online at sign-up: our Customer Agreement, which covers the battery installed at your property and includes our Customer Terms and Conditions for your electricity supply. It runs for an initial term of 36 months from the day your battery is commissioned.

2.2 Switching

We handle the switch from your current retailer. The standard switching process under the Electricity Industry Participation Code applies. You have a 10 business day cooling-off period from the day we accept your application during which you can cancel with no fee.

2.3 What's included

• Retail electricity supply to your ICP at the agreed rate. When you sign, your rate is lower than the cheapest equivalent standard plan published for your area.
• Supply, delivery, installation, commissioning and ongoing maintenance of one tīrama-owned battery system.
• Firmware updates, remote monitoring and battery replacement at end-of-life or on failure.
• Fault response for battery hardware issues.
• Customer service for billing, account changes and general queries. Our 0800 line launches with the first installs; email support is available now.

2.4 What sits outside the agreement

• Solar panels and any solar installation. These are a separate, optional arrangement. The panel owner, whether you or your landlord, sells what the panels generate to tīrama under a separate solar buyback agreement.
• Electrical work inside your home that isn't directly related to the battery installation, such as rewiring.
• Property repairs arising from pre-existing wiring or switchboard conditions identified during install.

2.5 House moves

If you move house during the term, tell us before you move. We collect the battery from your current address and install a fresh battery at your new address, subject to it being in an area we serve, on a new 36-month term. One move during the term is free of charge if it is more than 12 months after your battery was commissioned. Any other move has a $500 fee to cover collecting the battery. No break fee applies to a verified house move. If your landlord needs the battery removed for work on the property, such as a renovation, an electrical upgrade or a sale, it is treated as a house move, with no break fee.

2.6 Ending the agreement early

The break fee covers our cost of installing and then retrieving the battery before we have recovered it. It is not a price commitment. If you end the agreement before 36 months without a verified house move, it is scaled to the time remaining, not a flat penalty: $25 for each month or part month of the 36-month term still to run, counted from the day your battery was commissioned. It is $900 in the first month and falls by $25 a month, to $450 at 18 months and nil at 36 months. No break fee applies after month 36, or at any time if we have increased your rate or daily charge. Our other fees, including for damage to the battery caused deliberately or carelessly, and for a battery that isn't returned when the agreement ends, are listed with our special fees.

3 · Pricing & how we set it

3.1 How your rate is set

tīrama charges a per kilowatt-hour (kWh) rate for all electricity supplied to your ICP, plus a fixed daily charge. Your rate has two parts: a peak rate for weekdays 7am to 11am and 5pm to 9pm, and an off-peak rate for all other times. When you sign, your rate is lower than the cheapest equivalent standard plan published for your network area. An equivalent plan is a published plan for the same type of household, low user or standard user, with peak and off-peak prices, before any sign-up discounts or promotions. We compare the plan as a whole: the peak rate, the off-peak rate and the daily charge together. Because lines charges vary by region, the resulting figures differ by network area.

Your rate can change during your term, as any retailer's can. We give you at least 30 days' notice before a change takes effect. If we increase your per-kWh rate or daily charge, you are free to leave with no break fee. The break fee protects the cost of the battery we install for you, not the price.

Where your property qualifies as a low user, a low fixed charge daily rate is available under the Electricity (Low Fixed Charge Tariff Option for Domestic Consumers) Regulations 2004. The qualifying threshold is 8,000 kWh of annual consumption, or 9,000 kWh in the Lower South region, which runs from Christchurch south. Those Regulations are revoked on 1 April 2027, after which the low fixed charge option ends and standard daily charges apply to all households. We will notify you before that change takes effect.

3.2 How your rate is quoted, and a worked example

Rates are quoted per address. When you check your address we show you the peak rate, the off-peak rate and the daily charge that apply to your network area, together with the cheapest equivalent plan they are measured against, and those figures are confirmed in your agreement before you sign. tīrama's pricing schedule, and the low fixed charge information required under regulations 22 and 23, are filed with the Electricity Authority before we begin trading and again before any change.

The figures below are a worked example for Christchurch, on the Orion network, as at 29 October 2026. They show the shape of the offer, not the rate for your address.

These rates are for residential households. tīrama supplies domestic connections only and does not offer commercial or non-domestic supply.

3.3 No conditional discounts

tīrama does not offer prompt-payment discounts, direct-debit discounts or other conditional savings that disadvantage customers who can't meet the condition. Your published rate is the rate you pay. There is no "hidden" higher rate for missing a deadline.

You can compare tīrama's rates against other retailers' free of charge using Billy, the Electricity Authority's power comparison website, at billy.govt.nz.

3.4 GST and levies

All published rates include GST. The Electricity Authority levy and the Energy Efficiency and Conservation Authority levy are included in our retail rate. They are not added as separate line items on your bill.

3.5 Solar buyback rate (if you have panels)

If you or your landlord own solar panels at your property, tīrama buys what they generate at a published buyback rate. For a homeowner, it is credited on your monthly bill. A landlord is paid monthly. The buyback rate, settlement and contract length are set out in the separate solar buyback agreement. The buyback rate is 10c a unit for what the panels generate in the expensive hours, weekdays 7am to 11am and 5pm to 9pm, and 8c a unit at all other times. Buyback rates exclude GST, as other retailers quote them; if the panel owner is GST-registered, we add GST.

3.6 Your share of what the battery sells

Your home is served first. In each peak the battery covers your home before anything is sold. Whatever is spare is exported at the times power is worth most, and you receive a set share of what it earns.

The battery earns on two lines: the energy itself, sold at the prevailing market price at the time it is exported, and the network's published credit for putting power back into the network while it is busiest, where your network pays one. Both are counted in.

Your share is set the day you join and steps up on a published schedule:

Your share percentage, and the fact that the share arrives as a credit, are written into your agreement. Your share appears as its own line on your monthly bill, separate from what you pay for power. It is always a credit and never a charge, and any amount paid to you during service is yours to keep.

What moves is the amount, because it follows market prices and how hard your local network is running that month. tīrama retains the balance of what the battery earns and carries all market and dispatch risk. Your bill shows what the battery sold and what your share of it was.

4 · Billing & payment

4.1 Bill cycle

tīrama bills monthly, in arrears. Your bill is issued by email within five business days of the end of your billing month, with a clear breakdown of consumption, daily charges, any solar buyback credit, and the amount owed.

4.2 Payment options

You can pay your tīrama bill by:

• Direct debit (weekly, fortnightly or monthly).
• Automatic bank payment.
• One-off internet banking transfer to the account printed on your bill.
• Credit card, with a fee of 1% of the amount paid.
• WINZ redirected payments: we work with the Ministry of Social Development directly.

Apart from the 1% card fee, there is no charge for any of these payment methods.

4.3 Due dates

Your monthly bill is due 20 calendar days after the date of issue. If you need a different due date that aligns with your pay cycle or benefit cycle, contact us and we'll set that up, there's no fee.

4.4 Bill estimates

Your bill is based on actual measured consumption from the certified smart meter at your property, read remotely by our metering provider. The battery reports its own readings to us every minute, which we use to run it and to show you your usage in the tīrama app. That is separate from the meter your bill is built on, which is also used for industry reconciliation. We don't intend to issue estimated bills. Where a reading is missing or meter data can't be obtained, we may estimate, in which case the bill says so and is corrected once an actual reading arrives. You can also give us your own reading.

4.5 Final bills

When your agreement ends, your final bill is issued within five business days of your account closing and any battery retrieval being completed. Any credit balance is refunded to your nominated bank account.

5 · The battery

5.1 Ownership

The battery installed at your property is a Tīrama Energy Limited asset throughout the agreement. tīrama arranges its installation and is responsible for its maintenance, repair and end-of-life replacement. The installing electrician certifies the installation and is responsible for its workmanship.

5.2 Installation

Installation is performed by an EWRB-registered electrician on tīrama's accredited installer panel. The install is usually completed in one visit, with the power to your home off for part of it.

Before installation, we conduct a site assessment to confirm your switchboard and wiring are suitable. The install adds a dedicated breaker at your switchboard and, if your hot water cylinder is not already on a controlled circuit, moves it onto one, at no cost to you. No switchboard upgrade is needed. If your meter needs replacing, our metering provider replaces it at no cost to you. Where significant pre-existing electrical issues are identified that aren't related to the battery, we will let you know and you can choose to address them separately before we proceed.

5.3 Operation

The battery operates automatically. It charges from the grid when wholesale prices are low and discharges to your home when prices are high. It can also take part in grid services through tīrama's fleet of batteries. None of this requires any action from you, and none of it changes the way appliances behave inside your home.

5.4 Backup during outages

When the lines network drops, the battery isolates from the grid (in accordance with AS/NZS 4777.2) and continues to supply your home’s main circuits. Your hot water cylinder and EV charger are controlled loads on their own circuits and are not supplied by the battery. How long backup lasts depends on your remaining charge at the time of the outage and what you run while it is out.

5.5 Removal at end of term

At the end of the 36-month term, if you choose not to continue, we retrieve the battery and any associated tīrama hardware. Retrieval is scheduled by appointment and is at no cost to you. Your property is left in the condition it was in prior to installation, with any wall fixings made good. If you have solar panels, our inverter is removed with the battery and the original inverter stays where it was left at install. Reconnecting it, or fitting a new one, is the panel owner's responsibility and cost.

6 · Financial hardship

If you're having trouble paying your bill: for any reason, contact us as early as you can. Working with you early gives us more options.

6.1 What we'll do

• Set up a payment plan that fits your circumstances, including smoothing your bill across the year or aligning payment dates with your income.
• Refer you, with your consent, to a free budgeting service (MoneyTalks, Christians Against Poverty, or a local financial mentor).
• Help you apply to the Ministry of Social Development for a Special Needs Grant or other assistance you may be eligible for.
• Hold disconnection action while a payment arrangement is in place and being honoured.

6.2 What we won't do

• Charge late fees, debt collection fees or default interest on overdue balances.
• Disconnect a household we know is in financial hardship without first offering a payment arrangement and the support options above.
• Pass your debt to a collection agency without giving you 20 business days' written notice and an opportunity to make an arrangement.

7 · Medically dependent customers

A medically dependent customer is someone in your household who relies on mains electricity for critical medical support, where loss of supply could result in serious harm or death, for example, home dialysis, home ventilation, oxygen concentrators, or some types of medication storage.

7.1 Registering

To register a medically dependent person in your household, complete our Medically Dependent Consumer registration form and have it signed by your treating health practitioner. Send it to medical@tiramaenergy.co.nz. We update your account within two business days of receiving the completed form.

7.2 What changes when you're registered

• Your account is flagged in our systems and in the systems of your lines company.
• We will not disconnect your supply for non-payment under any circumstance.
• We ask you to keep an emergency response plan for planned and unplanned outages, and can point you to guidance on preparing one.
• We tell your lines company, so they know when planning work or responding to faults.
• Your tīrama battery's backup capacity provides additional resilience during grid outages, though it should not be relied upon as the sole backup for life-critical equipment.

7.3 Important, backup is not a substitute for clinical backup

The tīrama battery provides backup for your home’s main circuits, but it is not a guaranteed continuous-power solution for life-critical medical equipment. You and your health practitioner should maintain a clinical backup plan independent of any household power supply.

8 · Vulnerable customers

A vulnerable consumer is anyone whose circumstances make it harder for them to manage their electricity account, for example, age, disability, serious illness, family violence, or significant financial hardship. You don't need to formally register as vulnerable to receive support, but letting us know means we can support you proactively.

If you or someone in your household is a vulnerable consumer, tīrama will:

• Take all practicable steps to avoid disconnection.
• Work with a nominated support person, family member or social agency on your behalf, with your consent.
• Communicate in your preferred channel: phone, email, NZ Sign Language interpreter, or via a support person.
• Provide written information in plain language or in te reo Māori on request.

Contact us at support@tiramaenergy.co.nz to discuss what support you need.

9 · Disconnection

Disconnection for non-payment is always our last step, and never our first. Before we would consider disconnecting any non-medically-dependent residential customer for non-payment, we will:

1. Make at least five separate attempts to contact you, using more than one method and at different times of day, and contact your nominated support person if you've given us one.
2. Issue an initial notice of disconnection no earlier than 28 days after the invoice was issued, with realistic options to pay, enter a payment arrangement, or contact us about hardship support.
3. Issue a final disconnection notice no earlier than 44 days after the invoice was issued, given no less than 24 hours and no more than 10 days before the disconnection, and take all reasonable steps to make sure you receive it.
4. Offer at least one realistic payment arrangement and refer you, with consent, to budgeting support.
5. Confirm in writing that none of the protected categories (medically dependent, vulnerable, payment plan in good standing) apply.

We only disconnect on a business day: never on a Friday or the day before a public holiday. And we never disconnect a medically dependent customer for non-payment. If after all of the above the bill remains unpaid and no arrangement is in place, we may instruct your lines company to disconnect supply. A disconnection fee only applies where it's charged through by the lines company, and we don't mark it up.

Reconnection happens within one business day of the underlying issue being resolved.

10 · Complaints & resolution

If something has gone wrong, we want to know.

10.1 First contact

Email complaints@tiramaenergy.co.nz with a brief description of the issue and your account or address. We acknowledge every complaint within 2 working days, come back to you within 7 working days with what we're doing about it, and aim to resolve it within 20 working days. If it's more complex, we'll tell you what to expect and when.

10.2 Escalation inside tīrama

If you're not satisfied with the first response, you can ask for the complaint to be escalated. A named person owns it from there and will come back to you within five further working days.

10.3 Free independent resolution

If you remain unsatisfied, you can take the complaint to Utilities Disputes Limited at any point. Utilities Disputes is the approved dispute resolution scheme for the electricity sector. It's free for residential customers to use, and its decisions are binding on tīrama if you accept them.

• Phone 0800 22 33 40
• Email info@udl.co.nz
• Online utilitiesdisputes.co.nz

10.4 Compliance complaints

If your complaint concerns tīrama's compliance with the Electricity Industry Participation Code or the Consumer Care Obligations, you can raise it directly with the Electricity Authority at ea.govt.nz.

11 · Contact us

General queries: kiaora@tiramaenergy.co.nz

Account & billing: billing@tiramaenergy.co.nz

Help with your supply: support@tiramaenergy.co.nz

Medically dependent registration: medical@tiramaenergy.co.nz

Complaints: complaints@tiramaenergy.co.nz

Solar and the buyback: solar@tiramaenergy.co.nz

Privacy: privacy@tiramaenergy.co.nz

Phone: 0800 TĪRAMA, coming soon. Our 24/7 outage line will be published before launch.

Post: Tīrama Energy Limited, Shed 22, Level 1, Prince's Wharf, 147 Quay Street, Auckland 1010, New Zealand.