Help for Termina clients

Once we've found a saving and switched your site. Until then, keep paying your current retailer as normal.

After the switch:

• Your current retailer sends a final bill covering usage up to the switch date.
• Every energy invoice after that comes from Termina.
• Your dashboard and Termina invoices start updating once the first switch is complete.

If we haven't found a saving yet, your retailer's invoices may still reach you through Termina. That lets us watch your pricing and usage, so we can switch you as soon as a cheaper option appears. Keep paying those invoices as normal until Termina invoicing begins.

Invoice timing depends on your meter reading schedule and billing cycle.

No. You get one Termina invoice per site, for each billing period. If you run several sites, each one has its own invoice, and all of them are in your dashboard at app.termina.io.

Our share of the saving is built into the rates on each invoice, not added as a separate charge.

This is normal during the switch. Your current retailer sends a final bill covering usage up to the switch date, and Termina invoices your usage after it. The two cover different periods, so nothing is billed twice.

To check, compare the supply dates on both bills. They are different to the issue date. If you're still unsure, email the PDF invoice to support@termina.io and we'll review it for you.

Email the PDF invoice to support@termina.io. We'll review it for accuracy, confirm you're on the best available rates, and take it up with the retailer or distributor if anything needs correcting.

The usual reasons a bill is higher:

• Higher energy usage than usual during that period, including seasonal changes.
• An estimated meter read being corrected.
• A longer billing period than usual.

Meter reads and usage data come from your distributor and retailer, not from Termina. Keep paying the invoice as normal while we review it. If an adjustment is needed, we coordinate it with the retailer for you.

A lower rate doesn't always mean a smaller bill. The rate is one part of the total. How much energy you used, and how many days the invoice covers, are two of the others.

• The invoice covers a longer period. Retailers don't always bill the same number of days. Check the supply dates on both invoices before you compare them.
• Your usage changed. Seasonal load, or a change in how the site runs, lifts the total even on a better rate.
• The read was estimated. An estimate can land higher than what you actually used. Your invoice shows the read type as Estimated or Actual.
• Retailer pricing changed. Retailers review their pricing from time to time. We keep reviewing offers and switch you again when a cheaper plan appears.

The quickest check is cost per day. In your dashboard, open Reports and look at the usage breakdown, which shows cost per day for each billing period. If cost per day is flat, the invoice simply covers more days.

If it still doesn't look right, email the PDF invoice to support@termina.io and we'll look into it.

Email a clear, time-stamped photo of your meter to support@termina.io and we'll take it to your retailer for you. You don't need to contact the retailer yourself.

• Smart meter: usage goes to the retailer automatically, so a manual read isn't needed.
• Bill looks wrong: check the read type on the invoice. If it says Estimated and the amount looks too high, a meter photo gives us something to correct it with.
• Not sure: email us the PDF invoice and we'll check it before you do anything.

For the photo: keep the numbers sharp and the whole display in frame, and leave the time stamp on. A second, wider shot of the meter and its label helps us match the read to the right meter. If the meter has more than one register, such as peak and off peak, photograph each one.

If a site needs a new meter altogether, we can arrange that too. Email support@termina.io and we'll handle the application and follow it up with the retailer or distributor.

We review your energy rates every month against offers from the retailers we work with, and switch you when we find a cheaper plan. We handle the switch and the paperwork, and there's no interruption to supply.

If you're already on a competitive rate, we keep monitoring and switch you when a better offer appears. Across Australia and New Zealand, we've saved clients $11.2M+.

No. Termina works alongside retailers, not as one. Our job is to secure the most competitive energy rates on your behalf.

That means we don't control meter read dates, or whether an invoice is estimated or actual. If you need a special read or want to dispute a large estimated invoice, we'll take it up with your retailer for you.

Forward it to support@termina.io. Retailers often make a retention offer after we start a switch.

If the offer is better than your previous rates, we reset your benchmark to it and keep looking for a better rate across the retailers we work with, so you stay on the best available rate. Your benchmark can be reset at any time. How Termina's benchmarking works.

Yes. We review gas as well as electricity. The two we can't review are LPG and sites on an embedded network.

Email support@termina.io with the PDF gas bill from your retailer for each site you want reviewed. The bill carries the meter number and supply address we need. In Australia the gas meter number is a MIRN. In New Zealand your site is identified by its ICP, which covers both fuels. Each gas meter is set up as its own site, with its own review and its own switch.

Tell us two things up front:

• Whether the site is under a supply contract. We don't switch a site that's still in contract, because of early termination charges. If it is, send the start and end dates and a copy of the contract.
• Whether your service agreement covers the entity that holds the gas account. If it doesn't, we'll send you a short one that does.

From there it works like electricity: we build a benchmark from your bill, compare it against retailer offers, and handle the switch if we find a saving. Your gas sites appear in the same dashboard, under Locations.

In your Termina dashboard at app.termina.io. It holds every invoice, your energy usage, spend tracking and savings. Under Reports, the usage breakdown shows cost per day for each billing period.

Email support@termina.io. Retailers don't tell us when you change services, so letting us know directly makes sure we stop reviewing your sites and stop invoicing you.

Submit a support request, email support@termina.io, or call us on (08) 7543 7354. A person picks up every request.

Move out or transfer ownership from your dashboard:

1. Go to Locations.
2. Select the site.
3. Click Move out or Transfer Ownership.

Tell us at least 10 days before your move-out date. That gives us time to arrange a final read with the retailer, so your final invoice covers only the period you occupied the site and nothing is charged after you leave.

If anything goes wrong with the move-out function, email support@termina.io.

Yes. Email support@termina.io with the new site's meter number, which is the NMI in Australia or the ICP in New Zealand. It's on the meter or your connection paperwork. Once the first bill arrives, send us the PDF from your retailer and we'll review the site like any other.

Small business plans: $0 unless we save you money. Anything we save is split 50/50, and our share is already built into your rates.

Large business: No fee to run the tender. Once you switch, 1% of your bill (capped at $80 a month) plus 10% of what we save you.

Then you pay us nothing, and your site stays in the monthly review for when the market moves. On small business plans: if no better rate is found in 12 months, you get $100 off your next bill.

We build a benchmark from your bill before the switch, and measure your new rates against it. If your retailer later offers you a better rate, we reset the benchmark to that offer. How Termina's benchmarking works.

By bank direct debit, bank transfer or card. Bank direct debit is the simplest: set it up in your account settings at app.termina.io/account/admin and it applies from your next invoice. For a bank transfer, use your invoice number as the payment reference.

For Australian clients only. From 16 October 2026, a 1.8% processing fee applies to every Termina invoice, whatever payment method you use. Pay by bank transfer or bank direct debit and you get a bank payment discount of the same amount, so you pay no more.

Invoices issued before 16 October 2026 aren't affected, and your energy rates and savings split don't change. New Zealand clients are not affected. Processing fee FAQs.

Yes. Invoices stay payable while we look into a read or a bill, unless the retailer confirms the bill is formally in dispute. Check with us before you hold back a payment. If an adjustment is needed, we coordinate it with the retailer for you.