Frequently Asked Questions

Yes. Termina reviews gas as well as electricity, so if we already look after your electricity we can review your gas sites too. LPG and sites on an embedded network are the two we cannot review.

Each gas meter is set up as its own site alongside your electricity sites, so it gets its own review and its own switch. To start, email support@termina.io with a recent gas bill for each site you want reviewed. The bill carries the two things we need: the meter number and the supply address.

In Australia the gas meter number is a MIRN. In New Zealand your site is identified by its ICP, which covers both fuels.

Two things to tell us up front:

• Whether the site is under a supply contract. We do not switch a site that is still in contract, because of the early termination charges. If there is a contract, send us the start and end dates and a copy of the contract itself.
• Whether your service agreement covers the entity that holds the gas account. If it does not, we will send you a short one that does.

From there it is the same process as electricity. We build a benchmark from your bill, compare it against offers from the retailers we work with, and if we find savings we handle the switch and the paperwork. We keep reviewing every month and switch again when a cheaper offer appears. Anything we save is split 50/50.

Your gas sites appear in the same dashboard, under Locations.

Send a clear, time-stamped photo of your meter to support@termina.io and we will take it to your retailer for you. You do not need to contact the retailer yourself.

Termina is not your retailer, so meter reads sit with them. They record your usage from a smart meter or from a physical inspection, and when a read is not available they estimate it instead. That is the usual reason a bill looks higher or lower than expected.

Before you send anything, it is worth checking whether a read will help:

• If you have a smart meter, usage is sent to the retailer automatically and a manual read is not needed.
• If a bill looks wrong, open the invoice and check the read type. If it says Estimated and the amount looks too high, a photo of the meter gives us something to correct it with.
• If you are not sure, send us the invoice and we will check it before you do anything.

We do not publish a specification for the photo, so the points below are suggestions rather than requirements. Send more rather than less, and we will come back to you if the retailer needs anything else.

• Keep the numbers sharp and the whole display in frame.
• Leave the time stamp on. That is the part we ask for.
• A second, wider shot showing the meter and its label helps us match the read to the right meter at that business location.
• If the meter has more than one register, such as peak and off peak, photograph each one and tell us what each screen showed.

Invoices stay payable while a read is being looked into, unless the retailer confirms the bill is formally in dispute, so check with us before withholding a payment.

If a site needs a new meter altogether, we can arrange that as well. Email support@termina.io and our team will handle the application and follow it up with the retailer or distributor.

A lower rate does not 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 most common reasons a bill goes up:

• The invoice covers a longer period. Retailers do not always bill the same number of days each time. Check the supply dates on both invoices before you compare them, as these are different to the issue date.
• Your usage changed. Seasonal load, or a change in how the site runs, will lift the total even on a better rate.
• The read was estimated. When a retailer cannot get an actual read it estimates your usage instead, and an estimate can land higher than what you actually used. Your invoice shows the read type as Estimated or Actual.
• Retailer pricing changed. Retailers set the rates, and they review their pricing periodically. We keep reviewing offers across the retailers we work with, and switch you again when a cheaper plan is found.

The quickest way to tell the difference 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 your cost per day is flat, the invoice simply covers more days.

If it still does not look right, email the invoice to support@termina.io. We will review it for accuracy, confirm you are on the best available rates, and take it up with the retailer or distributor if something needs correcting. Keep paying your invoices as normal while we review, and if an adjustment is needed we will coordinate it with the retailer on your behalf.

You can access everything through your Termina Dashboard, including:

• All invoices
• Energy usage
• Spend tracking
• Savings

Log in anytime at app.termina.io

If you’ve released control of a site (for example, due to a sale of property or a change of account holder), you can transfer ownership or move out of a site directly from your dashboard.

1. Navigate to Locations
2. Select the site you wish to update
3. Click Move out or Transfer Ownership

Please notify us at least 10 days before your move-out date so we can coordinate with the retailer to arrange a final read and ensure your account is closed correctly.

This ensures you only receive a final invoice for the period you occupied the site and avoids any ongoing charges after you’ve moved out.

If you’re moving to a new location, we can also set up a Termina account there to ensure you continue receiving the best available energy rates.If you have any questions/issues while using the move out function, please reach out to support@termina.io

Your current retailer may contact you with new pricing (a retention offer)after Termina initiates a switch. This is a common tactic from retailers

If you receive any new offers, simply forward them to support@termina.io.

If the offer is better than your previous rates, we’ll reset your benchmark and ensure you receive those improved prices. We’ll either match or beat the offer using our network of retailers.

Our goal is to ensure you’re always on the best available rates.

your benchmark can be reset at any time throughout your relationship with us. Want to understand this in more detail? Check here: How Termina’s benchmarking works

Expensive bills can happen occasionally for a few reasons, including:

• Higher energy usage than usual during that period
• Estimated meter readings being corrected by your distributor
• Longer billing periods than usual
• Seasonal usage changes

Energy usage readings are taken by your distributor, and invoices are issued based on those readings. While Termina manages your pricing and invoicing once savings are identified, the underlying meter reads and usage data originate from the distributor and retailer.

If you receive a bill that looks unusually high, please send it to support@termina.io.

Our team will:

• Review the bill for accuracy
• Confirm you’re on the best available rates
• Contact the retailer or distributor if anything needs to be investigated or corrected

You can continue to pay the bill as normal while we review it. If any adjustments are required, we’ll coordinate directly with the retailer on your behalf.

This usually happens during the transition period and is completely normal.

Once we switch you to a cheaper plan:

• Your current retailer will send a final bill covering usage up to the switch date
• Termina will then begin issuing invoices for usage after the switch
• if in doubt, check the supply dates on both bills - this is different to the issue date

These invoices cover different time periods, so there is no overlap.

If you're ever unsure, feel free to send the invoice to support@termina.io and we’ll review it for you.

No. Termina works alongside retailers, not as one. Our role is to negotiate and secure the most competitive utility rates on your behalf.

Because we're not a retailer, there are a few things worth knowing:

Meter reads and invoices: Termina doesn't control meter read dates or whether your invoices are estimated or actual. If you need a special read or want to dispute a large estimated invoice, we can liaise with your retailer to help resolve it.

Leaving Termina: Retailers don't notify us when you switch services, so if you decide to leave Termina, please email support@termina.io directly. This ensures we stop reviewing your sites and don't continue invoicing you.

You will only receive a Termina invoice once we’ve identified savings and successfully switched you to a cheaper energy plan.

Until then, you should continue paying your current retailer as normal.

Once savings are found and the switch is completed:

• You’ll receive a final bill from your current retailer covering usage up to the switch date
• All future energy invoices will be issued by Termina
• Your dashboard and Termina invoices will only begin updating once savings have been identified and the first switch has been completed

If savings haven’t been identified yet, you may still notice that your retailer invoices are sent via Termina. This allows us to monitor your pricing and usage so we can switch you immediately once a cheaper option becomes available. You should continue paying these invoices as normal until Termina invoicing begins.

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

You can access your dashboard anytime at app.termina.io

Termina automatically monitors your energy prices and switches you to cheaper plans when savings are identified.

There’s nothing you need to do - we handle the entire switching process for you.

If you’re already on competitive pricing, we’ll continue monitoring and switch you when a better opportunity becomes available.