Invoicing and meter reading policy

Transcription

1 Pilbara Utilities electricity and water services Invoicing and meter reading policy This policy applies to the standard contract service. Different requirements may apply for commercial or other arrangements please contact us on or for further information. Responsibilities of owners and tenants Water The property owner is always held responsible for all charges, even if they are not registered on the account. A payment arrangement for water use between the property owner and tenant is a private matter. We may issue accounts to the tenant upon application. If the property is vacant, the owner is still required to pay the annual service charges as all properties connected to our services need to contribute to the cost of providing and maintaining these essential services. Electricity The account is generally held by the property occupant regardless of whether the occupant is a tenant or property owner. The account holder is responsible for electricity usage, even if they move house, until they close their account. If you are not the account holder, you do not have to pay for electricity used at the property but if the account holder gives notice and you continue to use electricity, you will be deemed to be the account holder for the property. Please see the section on Closure of account on page 5 of this policy for further information on your responsibilities when moving house. Vacant properties If a property is vacant, the owner is still required to pay the annual service charges as all properties connected to our services need to contribute to the cost of providing and maintaining these essential services. For electricity, if there is no current account holder at a property and metered usage is recorded, the property is considered to be owner occupied and we will charge the property owner for any power consumed. We will attempt to back-bill a tenant upon request if the owner or agent can confirm the tenant s identity and the dates of occupation with documentation such as a stamped lease agreement or a bond lodgement form. Preserved supply customers If you notify us that you are a preserved supply customer we will do our best to ensure your water or electricity supply is not interrupted when we are undertaking planned maintenance. Further to this we will not reduce your water or disconnect your electricity supply due to non-payment. Preserved supply equipment means the equipment designated under the Western Australian government s Life Support Equipment Subsidy Page 1 of 6

2 Scheme visit px#lsees for current information. Please ensure you tick the appropriate box on the Residential water/electricity account application if your connection is required for preserved supply equipment. You also need to support your application as a preserved supply customer with a letter from a medical practitioner outlining the preserved supply equipment used. It is your responsibility to ensure that your property remains registered by sending us an updated letter every 12 months. We will notify you in writing, at least three business days in advance, when we plan to do work in your area that will require an interruption to your power supply. If your situation has changed and you no longer use preserved supply equipment, please advise us. Meter reading (a) Standard meter reading Where possible, all bills for usage are based on a meter reading to determine usage over a certain period. To assist us in accessing and reading your meter, please ensure that you: maintain a clear space of at least 300 millimetres horizontally and 1,200 millimetres vertically, around any of our meters on your premises ensure easy and safe access to the meter at all times do not connect a branch or fitting to a property water supply connection within one metre of our meters, except with our approval notify us of damaged or malfunctioning meters notify us if you have a dog that may hinder our ability to access the meter Also, please be aware that an authorised person may enter, at all reasonable times, a place without consent, notice or warrant to read a meter connected to our water service works. However, these powers of entry only extend to the area associated with a dwelling but not the dwelling itself. (b) Estimations While we use our best endeavours to ensure that metering data is obtained, occasionally we may be required to estimate the reading. Your bill will state whether the reading was an estimate, the basis of the estimate and the reason for the estimate. We will base your usage charge on a reasonable estimate by: referring to an average usage in a previous period; or same time last year for the premise town average for properties in same category / tariff type on a basis agreed with you. Page 2 of 6

3 You can contact us for further information on the basis of the estimate and the reason for the estimate. We will provide you with a revised bill if it is found that the estimate was not reasonable having regard to a subsequent and accurate meter reading. (c) Review of meter reading or estimation If you believe that your usage charge is inaccurate due to a faulty meter or unreasonable estimation, you may wish to request a meter reading or test to verify the usage charge on your bill. A meter reading or test must be requested within 21 calendar days of receiving your bill and will incur a fee. Please view our Bill review policy for more information or contact us on or piics.utilities@riotinto.com. We will once in every 12 month period issue a bill for usage charges based on a meter reading. Invoicing We will send bills to the address of the property connected to the service or to an address nominated by you. It is your responsibility to ensure that your contact details are upto date. In the event of your illness or absence, we will redirect your bill to another person at your request at no charge. We require you to pay an invoice within 30 calendar days. Water bill We take a reading of your meter every three months. We then issue you a quarterly invoice for your metered water use for that three month period. We also will issue you separately with a quarterly (three months) invoice of the annual water service and wastewater charges four times a year. As a minimum standard, we are required to: Issue you a bill containing charges for rates at least once in every 12 month period. Issue you a bill containing rates for your water service and wastewater charges at least once in every 4 month period. Issue you, on request, in the case of a metered water service, a meter reading and bill to determine outstanding charges for a period that is not the same as the usual billing cycle. Upon request, we will make available to you all relevant information that relates to your bill and your personal account. Electricity bill If you are a residential customer, we take a reading of your meter every three months. We then issue you a quarterly invoice that combines your metered electricity use for that three month period and also your supply charge. Page 3 of 6

4 If you are a commercial customer, we take monthly meter reads. We then issue you a monthly invoice that combines your metered electricity use for the month and also your supply charge. As a minimum standard, we are required to: Issue you a bill at least once in every 3 month period and not more often than monthly We may issue electricity bills more or less frequently in certain circumstances upon agreement and with your express consent. Late payment or failure to pay your bill (a) Payment reminders, collection and fees We will always warn you about any outstanding amounts you may owe and always endeavour to contact you before commencing any action that affects your account. The following timeframes apply: A first reminder non-payment letter will be sent to you 14 calendar days after initial invoice due date; A debt collection agency acting on our behalf may contact you for non-payment after 60 days after the initial invoice issue date; and A disconnection or restriction notice for non-payment will be sent to you 100 calendar days after initial invoice issue date. If the total amount payable for any bill remains unpaid after we send you the reminders, we may refer your debt to a debt collection agency and you may be charged for any costs we incur due to the recovery process. The debt collection process will be in line with Part 2 of the Debt collection guidelines for collectors and creditors issued by the Australian Competition and Consumer Commission. You may be charged a late payment fee including interest if you do not pay your bill by the due date. However this only applies if it has been determined that you are not suffering from financial hardship, and you do not have a pending compliant with us or the water services ombudsman that directly replates to the non-payment of the bill. We are entitled to turn off your electricity or reduce your water flow when invoices remain unpaid, it is our policy to use these methods as a last resort for non-payment. If you are a preserved supply customer we will not turn off your electricity or reduce your water flow as a result of non-payment of invoices. (b) Hardship A payment extension may be offered if you contact us on as soon as possible. If you are experiencing difficulty paying your bill, please speak to one of our customer service staff to determine whether further assistance is available. We will not collect debt or reduce/de-energise your service if you are in a payment plan or other arrangement in accordance with our Financial hardship and payment difficulty policy. Page 4 of 6

5 Payment methods You can pay your bill in any of the following ways: Detach the payment slip on your bill and post it back to us with your cheque or money order Post Billpay (in person at any post office, by phone or visit postbillpay.com.au credit card only) Online via credit card at Direct debit your express consent must be obtained first Centrepay a free service where you can pay your Rio Tinto electricity or water bill directly using your Centrelink payment. To use this method please call or visit a Centrelink office to obtain a Centrepay deductions form. We accept payments in advance at your request. We do not credit interest to an amount paid in advance. Rio Tinto employees Please contact us to request a copy of our Rio Tinto employee utility subsidies. Please also read the conditions of your employment and the Housing Policy, available on our Intranet. Closing your account If you are moving house or leaving our employment, you must complete a closure of account form a minimum of three business days prior to vacating the property. This form is available on our website: A special meter reading will be taken to determine your consumption. If you are buying or selling, the settlement agent will usually complete the closure of account form. If you are doing your own settlement, please call us on If you are a tenant and are moving house, confirm with the property owner or their agent that the meter will be read at the property you are vacating and at the property you are moving into. This will ensure that you are only charged for the water and electricity that you used. We will issue you with a final electricity and water invoice with the pro rata charge for usage. If your account is in credit at the time of account closure, we will repay the amount owing to you. If the final account for a property remains unpaid, we may commence further recovery action (unless you are on a payment plan). What if I don t close my account? If you do not close your account at least three business days before leaving the property, you may have to pay for any electricity used at that address for up to five days after you provide us with notice, even if you are no longer living in the property. Page 5 of 6

6 Further information Introduction to Rio Tinto as a utility provider Financial hardship and payment difficulties policy Community subsidies and concessions policy Standard connection policy Sustainable and efficient use of water and electricity policy Tariffs and charges policy Changes to this policy This policy is for the Pilbara Utilities division of Rio Tinto and may change from time to time. This policy will be reviewed as required. Where appropriate, we will notify you of this change. If you have any questions or suggestions about this policy, please contact us on or piics.utilities@riotinto.com. Do you need assistance in relation to this document? If you are hearing or speech impaired, please use the Telephone Typewriter (TTY) National Relay Service on If you do not speak English, please call the telephone interpreter service (TIS National) on to arrange an interpreter. Page 6 of 6