2 Every month you will receive an invoice at home from Aqualectra Distribution, on which you will find a specification of how much water and electricity you consumed in the month in question and how much you have to pay for the consumption. In this folder, we will deal briefly with some aspects of our invoice. Distribution, the Energy Center at Aqualectra Distribution Otrobanda and at the P.R. Department. We can also fax, mail or this information to you. In that case, you will have to contact our Energy Center. Our rates The price you pay per kilowatt hour (for electricity) and per cubic meter of water is composed of two parts: The base rate; The fuel price. This price is established by the price that Aqualectra Production pays for the fuel (oil) which is used to process drinking water and to generate electricity. The fuel price is subject to changes faster than the base price. Aqualectra Distribution makes a distinction between domestic rates and business rates. For domestic customers, a progressive rate system is applied. That is to say: the higher the consumption of water and electricity, the higher the rate. The business rate is meant for customers who consume water and electricity for business purposes, such as stores, factories and hotels. The business rate is not progressive; there is one rate for electricity and one rate for water. The present rates An information bulletin with the most recent rates is obtainable at all the information desks of Aqualectra First of all taking the meter readings In order to be able to send the invoice, we have to know how much you have consumed in a month. This means that, in principle, we have to take the meter readings of water and electricity of each customer every month. We have contracted out the taking of meter readings to a contractor. When taking the meter readings, we try trouble you as little as possible. If your meters are in a niche at the lot boundary, you will probably not
3 notice anything, when the meter readings are taken. If your meters are not at the lot boundary, we will have to enter your premises, with your permission, to take the meter readings. The meter reader can identify himself at all times with an Aqualectra Distribution ID card. If you want to know when your meter readings will be taken, you can contact us via telephone number or We have an annual survey on which the day of the month is indicated on which you can expect an employee to take the meter reading at your place. Sometimes we have to estimate your consumption It can happen that the meter reader cannot take your meter readings, for example, if your meter is inside your house (this is notably the case with older houses) and you are not at home. In such a case, we make an estimate of your consumption of that month on the basis of your average daily consumption. This average is calculated on the basis of actual meter readings in the past at your address. At the bottom of your invoice, your will see at the specification whether the invoice was made on the basis of actual consumption (C.U. = cumulative usage) or on the basis of estimated consumption (E.U. = estimated usage). As soon as after an estimate, an actual meter reading has taken place again, the estimated consumption will be recalculated. Differences, if any, between the earlier estimated consumption and the new recalculated consumption will be settled on you next invoice. If you notice that your meter readings have been estimated for more than three months, we recommend that you contact us at telephone number or You can then pass on your meter readings by telephone. We help prevent problems It is very annoying to receive an invoice with a higher consumption than you had expected. In order to detect possible errors or malfunctions rapidly, we regularly check whether your consumption deviates strongly from your average consumption. Should this be the case, we can decide to retake your meter readings, in order to correct any possible errors. We can also investigate on the spot what could be the cause of an extremely high consumption of water or electricity. It can happen, for example, that you have a leakage at home of which you are not aware. Our employees can point this out to you and advise what to do. Drawing up and delivering your invoice After taking the meter readings, they are processed in our consumer information system. This system calculates automatically, on the basis of the current rates, the amount that you have to pay for your water and electricity consumption. The invoices are delivered,
5 per district, by a postal service. If you have not received your invoice, you can contact us at telephone number or Data to be found on the invoice The Aqualectra Distribution invoice is subdivided into three parts: first of all your personal data, such as name, address, etc.; then the balances that you have paid and those that are outstanding (the part above the perforated line); finally, a specification of your consumption (the part below the perforated line). The upper part of the invoice, so the part above the perforated line, will be kept by Aqualectra Distribution after payment. You will receive the lower part of the invoice, so the part below the perforated line. General data 1. Name of the customer 2. The invoice address The address where the invoice is sent. So, this need not be the address for which the consumption is calculated. 3. The Aqualectra Distribution account number This number is related to the lot for which the consumption is calculated. 4. The date on which the invoice was drawn up 5. The invoice period The period to which the consumption is related. 6. The address where water and/or electricity is supplied The lot for which the consumption is calculated. 7. The customer s bank account number This number is only mentioned, if the customer has chosen automatic transfer. The invoice (first part) 8. The initial balance The balance for the previous period. So, in this example, the customer had to pay for the previous period (so, until March 6) ANG Total amount paid for the previous period In this example, the customer paid for the previous period (so, until March 6) ANG ; so, the customer does not have an outstanding amount for the previous period. 10. The new period amount and the expiration date The amount that the customer has to pay for the present period (so, from March 6 until April 6) is ANG The customer has to pay this amount before the indicated expiration date; in this case May 3, The total balance The total amount that the customer has
6 to pay before the indicated expiration date. The total balance = the initial balance (no. 8) minus what was paid for the previous period (no. 9), plus the new period amount (no. 10). The invoice (the second part) 12. The initial balance (see no. 8) 13. The manner of payment In this example, the customer paid at the cash point Aqualectra Distribution in Otrobanda on April The electricity consumption in Antillean guilders 15. The water consumption in Antillean guilders 16. Standing charge for water 17. The new period amount and the expiration date (see no. 10) 18. The total balance (see no. 11) Specification 19. The product that is supplied Water and/or electricity 20. The numbers of the meters Each water and/or electricity meter has a unique number. This number is indicated on the meters. 21. The initial date of the present consumption period 22. The initial reading of the meter 23. The final date of the present consumption period 24. The final reading of the meter 25. The factor The computation factor that we use for consumption of electricity. The factor depends, among other things, on the type of customer and the manner in which we take the meter readings. Domestic customers have factor 1. For the calculation of your consumption, you, as a domestic consumer, normally need not take this factor into account. For business customers, this factor depends on the connected capacity. 26. The consumption for the present period (in m3 and/or kwh) 27. The unit in which the consumption is calculated For water, the consumption is calculated per cubic meters (m3) and for electricity in kilowatt hours (kwh). 28. The number of days of the consumption period The number of days between initial and final dates of the consumption period. 29. The manner in which the calculations were made Your consumption can be calculated in two ways:
7 - on the basis of actual consumption: your meter readings were actually taken and processed; - on the basis of estimated consumption: your meter readings were not taken in the consumption period and therefore your consumption was estimated on the basis of your average daily consumption. C.U. = cumulative usage E.U. = estimated usage 30. The rate groups A = domestic water consumption B = business water consumption 01 = domestic electricity consumption 02 = business electricity consumption For explanation of invoice: see annex explanation invoice. Possibilities for payment You can pay your Aqualectra Distribution invoice in different ways. Cash or with a check at the cash points of one of the service offices of Aqualectra Distribution. We recommend that you bring along your invoice when coming to pay. With your bank card at the cash points of one of the service offices of Aqualectra Distribution Cash at the local banks. You can also do this, if you do not have an account with the bank in question. In that case, you must take along your Aqualectra Distribution invoice; after paying, you will get the lower part of the invoice back. By Giro via the bank, if you have an account there. In that case, you can pay in three different ways: - Once-only transfer: you instruct your bank to make payments. On your Aqualectra Distributioninvoice, there is a line reserved to fill in your bank account number and place your signature. After paying, you will get the lower part of the invoice back. - Automatic transfer: you can authorize your bank to pay your Aqualectra Distribution invoice monthly. At Aqualectra Distribution, you can fill out an authorization form for MCB or ABN-AMRO in which you authorize your bank to pay your invoice. We shall then see to it that this form is delivered to your bank. Your Aqualectra Distribution invoice is sent to your home, if you are banking with ABN-AMRO, MCB or the Giro Bank. In other cases (Banco di Caribe, S.F.T., Orco Bank and ABC), your invoice is sent to the Bank. - With your bank card, at a number of banks, it is possible to order payment with your bank card. N.B. If we refer to local banks, the Giro Bank is also included.
8 Main Office and Service Office Aqualectra Distribution Otrobanda Pater Euwensweg 1 P.O. Box 230 Telephone: Fax: Opening hours information desks: Monday through Friday 7:45 14:30 hours Opening hours cash points: Monday through Thursday 7:45 18:00 hours Friday 7:45 19:00 hours Service Offices Aqualectra Distribution St. Rosa St. Rosaweg 94 (Paseata Building) Telephone: Fax: Opening hours: Monday through Friday 7:45 15:00 hours Aqualectra Distribution St. Maria Jan Noorduynweg (Shopping Center) Telephone: Fax: Opening hours: Monday through Friday 7:45 15:00 hours Aqualectra Distribution Barber Barber 106 Telephone: Fax: Opening hours: Monday through Friday and 7:45 12:00 hours 12:30 15:00 hours Important numbers Complaints Department: Telephone: 135 (accessible 24 hours) Information on your account: Telephone: or P.R Department: Telephone:
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