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Direct Debit Service Agreement

The following is your Direct Debit Service Agreement with ENGIE (the Merchant). The agreement is designed to explain what your obligations are when undertaking a direct debit arrangement with the Merchant. It also details what the Merchant’s obligations are to you as the direct debit initiator. 

We recommend you keep this agreement in a safe place for future reference. It forms part of the terms and conditions of your direct debit request and should be read in conjunction with your direct debit request. 


account means the account held at your financial institution from which we are authorised to arrange for funds to be debited. 
agreement means this Direct Debit Service Agreement between you and the Merchant. 
banking day means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia. 
debit day means the day that payment by you to the Merchant is due. 
debit payment means a particular transaction where a debit is made. 
direct debit request means the direct debit request between the Merchant and you. 
Merchant means the organisation you have authorised by signing a direct debit request and as defined above. 
you means the customer who signed the direct debit request. 
your financial institution means the financial institution nominated by you on the direct debit request at which the account is maintained. 

Direct Debit General Conditions 

1. Debiting your account 

By signing a direct debit request, you have authorised the Merchant to arrange for funds to be debited from your account. 
You should refer to the direct debit request and this agreement for the terms of the arrangement between the Merchant and you. The Merchant will only arrange for funds to be debited from your account as authorised in the direct debit request. 
If a debit day falls on a day that is not a banking day, the Merchant may direct your financial institution to debit your account on the following banking day. 

If you are unsure about which day your account has or will be debited you should ask your financial institution. 

2. Amendments by the merchant 

The Merchant may vary any details of this agreement or a direct debit request at any time by giving you at least fourteen (14) days’ written notice.

3. Amendments by you 

You may change, stop or defer a debit payment, or terminate this agreement, by providing the Merchant with at least fourteen (14) days’ notification by contacting the Merchant during business hours or arranging it through your financial institution. 

4. Your obligations 

It is your responsibility to ensure that there are sufficient clear funds available in your account to allow a debit payment to be made in accordance with the direct debit request. 

If there are insufficient clear funds in your account to meet a debit payment: 
a) you may be charged a fee and/or interest by your financial institution; and 
b) you must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in your account by an agreed time so that the Merchant can process the debit payment. 

You should check your account statement to verify that the amounts debited from your account are correct. 

5. Dispute 

If you believe that there has been an error in debiting your account, you should notify the Merchant directly. Alternatively, you can take it up with your financial institution directly. 

If the Merchant concludes as a result of investigations that your account has been incorrectly debited the Merchant will respond to your query by arranging for your financial institution to remedy the incorrect debit. 

If the Merchant has concluded that as a result of investigations that your account has not been incorrectly debited, the Merchant will respond to your query by providing you with reasons and any evidence for this finding. 

6. Accounts 

You should check: 
a) with your financial institution whether direct debiting is available from your account as direct debiting is not available on all accounts offered by financial institutions; 
b) your account details that you have provided to us are correct by checking them against a recent account statement; and 
c) with your financial institution before completing the direct debit request if you have any queries about how to complete the direct debit request.

7. Confidentiality 

The Merchant will keep any information (including your account details) in your direct debit request confidential. The Merchant will make reasonable efforts to keep any such information held secure and to ensure that any of the Merchants employees or agents who have access to information about you do not make any unauthorised use, modification, reproduction or disclosure of that information. 

The Merchant will only disclose information held about you: 
a) to the extent specifically required by law; or 
b) for the purposes of this agreement (including disclosing information in connection with any query or claim to your financial institution). 

8. Notice 

The Merchant will notify you by sending a notice to the email address given in the direct debit request. Should you need to contact the Merchant, please call the Merchant directly or submit an online enquiry form on the Merchant’s website . Notice from the Merchant to you will be deemed to have been received at the time of transmission of the notification email. 

ENGIE’s Additional Terms 

The following additional terms apply to as between you and the Merchant. 

The Merchant’s commitment to you 
i. The Merchant will not change the amount and frequency of debit payments without your agreement. 
ii. The Merchant will take reasonable steps to protect personal information held by it against loss and against access, use, modification or disclosure that is unauthorised as set out in the Merchants Privacy Policy here:
iii. Your energy contract with the Merchant will terminate if we are no longer entitled to sell energy due to a Retailer of Last Resort (RoLR) event affecting us. In those circumstances we will, or our insolvency official will, take steps to cancel this agreement with effect from the date you are transferred to the designated retailer for the RoLR event. Cancellation of this agreement will not affect your obligation to pay for any energy consumed before the transfer date.

Your commitment to the Merchant 

iv. You must advise the Merchant if the account is transferred or closed, or the account’s details change. You must also arrange a suitable alternative payment method if this agreement ends for any reason. 
v. You are required to ensure that one account holder of the account (in the case of joint accounts) signs the direct debit request. 
vi. If: 
a) there are insufficient clear funds or credit in the account; or 
b) you gave the Merchant incorrect details for the account, you may be charged a fee by your financial institution due to the failed or incorrect payment. The Merchant also may charge you fees for this (including to reimburse its costs). You must still arrange for the payment to be made to the Merchant. 
vii. By signing the direct debit request, you understand and accept the risks of providing personal information via the internet should you initiate your debit payment arrangement online. You must keep safe and confidential any security devices utilised in relation to initiating debit payment arrangements on-line (including without limitation any passwords or user IDs). 

Your rights 

viii. Subject to the terms and conditions of your ENGIE account and this agreement, you may alter, defer or cancel this agreement or a debit payment pursuant to clause 3 above by: (a) submitting a request through the self-service cancellation function on your online account with the Merchant (if any); (b) submitting an online enquiry form via the Merchant’s website; or (c) by calling the Merchant on 13 88 08. 
ix. If you terminate this agreement or cancel any debit payment pursuant to this agreement through your financial institution, you must use best endeavours to notify the Merchant as soon as practicable after the termination or cancellation. 
x. If you terminate this agreement you must arrange with the Merchant an alternate payment method. 
xi. Where you consider that debit payments have been initiated incorrectly, in accordance with clause 5 you should contact the Merchant on 13 88 08. If you are not happy with the Merchant’s response you can address a formal complaint with the envelope marked ‘Notice of Complaint’ to ENGIE, G.P.O. Box 4408, Melbourne VIC 3001. If you are not satisfied with the Merchant’s reply, you should contact your financial institution who will investigate.

Other information 

xii. The Merchant may require that your instructions to stop or in any way alter this agreement are given to us in writing or electronic form. 
xiii. The Merchant may cancel this agreement at any time and will do so if two consecutive debit payments are dishonoured by your financial institution, in which case you must arrange with the Merchant an alternative payment method. 
xiv. In addition to changes the Merchant makes, this agreement is subject to change by both your financial institution and ENGIE’s financial institution. The agreement is also governed by the terms and conditions of your ENGIE account.

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