What you can expect as a Water Corporation customer

Size: px
Start display at page:

Download "What you can expect as a Water Corporation customer"

Transcription

1 What you can expect as a Water Corporation customer

2 1 Contents Introduction _2 Access and inclusion 3 Services we provide 4 Service Commitment Scheme _9 Billing and payment assistance _9 Maintenance and management of our assets and services 19 Maintenance of your internal services 23 Access to your meter 23 Contacting us _24 Complaints and resolution procedure 25 ISBN: August 2014

3 2 Introduction The aim of this document is to provide you with a clear understanding of what you can expect and what you need to do as a Water Corporation customer. Certain provisions may be varied for farmland customers, commercial customers and services provided by agreement in accordance with our Operating Licence. The standards in this document have been developed in alignment with the Water Services Code of Conduct (Customer Service Standards) 2013 (the Code). The service levels set out in this document reflect the conditions specified within Our Operating Licence, issued by the Economic Regulation Authority, and the Code.

4 3 Access and inclusion We strive to ensure that our business is accessible and inclusive to all members of the community. We will: Endeavour to improve access to our facilities, information and services. Provide free access to a Translating and Interpreting Service (TIS) for customers with English as a second language. If you need this service please call us on Provide access for customers with hearing or speech impairment. Customers can phone the National Relay Service on for enquiries or to report a problem with their water service. Please advise the service the contact number is for Account Enquiries or (24 Hours) for Faults, Emergencies and Security. Provide information in alternative formats on request. Customers with special needs can phone to request accounts in an alternative format. Consult with the community to identify any problems or difficulties that may exist with access to our facilities, information and services. You should: Let us know if you have any special needs by calling Let us know of any problems or difficulties you may have accessing our information, facilities and services by calling Assist us by providing feedback when invited to comment on access and inclusion. Read our Disability Access and Inclusion Plan

5 4 Services we provide Water We provide water to cities, towns and small communities over a vast area in a range of climatic conditions. The water supply system in many areas is complex, with many different sources. We will: Provide you with a water service on application Install or activate the water service within 10 business days, or on an agreed day, once the Conditions for Connection (including fees and charges) are satisfied. Water quality Supplying safe drinking water is our highest priority. We have an extensive drinking water quality monitoring program to confirm the safety of the water we provide. We use many different water sources throughout the state and as each has its own water quality characteristics it is inevitable some differences in taste, odour and colour may be noticeable from one area to another or when supply sources are changed. We will: Supply you with water that is safe for you and your family to drink. Provide you with information on water quality to assist in your selection of household appliances. Continuously monitor and assess the quality of drinking water supplied. Endeavour to provide you with a response, within two hours or at an agreed time, to any reports of poor water quality. Advise you of any need to make alternative arrangements for drinking water, in the unlikely event that your water quality deteriorates. Make water quality sample results available on our website.

6 5 You should: Be aware that certain appliances may be unsuitable or not perform efficiently with some types of water. When purchasing a water using appliance, such as a dishwasher or hot water system, you should check with your retailer that it is suitable for the water quality in your area. Ensure all internal plumbing is maintained in good order and in compliance with plumbing standards. Contact us on (24 Hours) if you have any concerns or enquiries regarding water quality. Pressure and flow The water pressure and flow that we supply to your property is measured at the outlet of your meter. We aim to: Provide you with water that is at a flow rate of at least 20 litres per minute. Provide you with water that is within a standard pressure range (other than those areas which are exempt in our Operating Licence). Perth metropolitan areas = minimum 15 to maximum 100 metres static pressure. Country urban areas = minimum 13 to maximum 100 metres static pressure. You should: Contact us on (24 Hours) if you notice a significant change in your water flow or pressure.

7 6 Wastewater Everything you pour down the sink or put down the toilet goes through the wastewater system. This travels to a treatment plant where we process it prior to recycling it to the environment in a sustainable manner. Wastewater treatment plants play a key role in protecting public health standards within our community. We will: Remove the wastewater from your property and treat it to a high quality, to protect public health and the environment. Maintain and operate the wastewater service up to the property connection point. Routinely monitor the quality of our treated wastewater before it passes back to the environment. You should: Avoid flushing foreign objects other than toilet paper into the wastewater system through toilets, sinks, baths and showers as they block the wastewater system. Dispose of household waste correctly. Keep overflow relief gullies free of obstruction. Overflow relief gullies are located on the property plumbing, external to the house/building and prevent internal flooding in the event of a blockage. Maintain safe access to the property inspection shaft. The property inspection shaft is located where the internal plumbing connects to our sewer. Keep access chambers (wastewater manholes) that may be located on your property, free of obstruction and safe to access. Listed below are ways of disposing of common substances: Cooking oil / grease - Wrap in paper and place in bin

8 7 Chemicals e.g. paint - Give to a licensed hazardous wastes contractor or contact your local Government Cleaning products or pesticides - Give to a licensed hazardous wastes contractor or contact your local Government Food scraps - Place in bin or compost onsite Newspaper / plastics - Recycle - contact your local Government Engine oils - Take to local garage or oil recycling centre Unused medicines - Return to pharmacy Nappies, razors, cotton buds Dispose of appropriately in bin Syringes place in properly sealed, puncture proof container and dispose of in bin or preferably in your nearest public sharps disposal bin Food waste disposal units Food waste disposal units are a prohibited fixture in domestic, commercial and industrial waste situations. Food waste is principally organic in nature and may be successfully composted onsite and used as a soil enhancer. Alternatively, food waste should be placed in your waste rubbish bin for processing by your local Government. Wastewater odours Occasionally some odours do occur in our wastewater system. We aim to minimise odour originating from our system so that it does not unreasonably impact on premises neighbouring our facilities. We aim to: Investigate and advise you of the outcome of any odour complaints within 24 hours or on the following business day. You should: Contact us if you have an odour complaint on (24 Hours). We take all complaints about odours from our wastewater treatment plants seriously and will act promptly to overcome the problem.

9 8 Drainage The drainage system for urban development consists of roadside drains, piped drains and open channels. We have responsibility for providing, operating and maintaining the main drain component of this system for approximately 40% of the developed urban land in Perth. The collector drains connecting to our main drains and the drainage system within the remainder of the Metropolitan Area are managed by local government. We also provide a rural drainage service, to help make land viable for agriculture, in six proclaimed Drainage District areas in the south of the state. We will: Provide a drainage system that aims to minimise the effects of flooding on your property as a result of stormwater or groundwater by working with others including: The Department of Water, in accordance with its drainage plans. Local governments by operating an integrated drainage system. Land planning agencies to ensure that drainage management is addressed prior to land being released for use. There are some simple ways you can help to improve the quality of drain water and drainage system operation. You should: Keep rubbish (e.g. litter, paint thinner, motor oil, car cleaning products, pool chemicals) out of stormwater drains. Use less fertiliser and/or low-phosphorous fertiliser on gardens and lawns. Gather up leaves, twigs and clippings for composting before they end up in stormwater drains and also potentially block the drain. Irrigation We own and operate the Ord River Dam, and provide a bulk supply or storage of non-potable water by agreement to customers within the Ord Irrigation District. Read our Terms and Conditions of Supply.

10 9 Service Commitment Scheme Customers are our highest priority and we strive to be recognised for excellence in customer service. Our Service Commitment Scheme outlines our commitment to providing service in seven key areas. Billing and payment assistance The following information outlines our billing practices and how you can manage and pay your accounts conveniently. Billing All water service charges, including both the price levels and the tariff structure itself, are decided by the State Government which balances the impact of water prices with the total social, economic and environmental needs of the State. We issue accounts every two months to properties where water, wastewater, and / or drainage services are available. Some properties may be billed more frequently. You can request a meter reading and bill to determine outstanding charges for a period that is not the same as the usual billing cycle. For information on our rates and charges visit our website. You can also receive and pay your bills electronically via My Water. We will: Issue accounts or notifications of accounts to the owner of the property or their nominated agent at the last notified postal or address. You should: Notify us of a change of postal or address, or ownership, or any change to your land use. Liability for charges The property owner is liable for all service and water use charges. Any arrangement between an owner and tenant in relation to the payment of charges is a private matter between those parties.

11 10 If the property is sold, any outstanding charges should be deducted from the proceeds of the sale. In the event that these charges are not cleared, the debt will transfer to the new owner. Tenants As a service to property owners, we will issue accounts to either the property agent or tenant at the owner s request. However, where the account is sent to anyone other than the owner, and it remains unpaid after the due date, recovery action will be taken against the owner. Pensioner and senior concessions If you hold a valid Pensioner Concession Card, State Concession Card or a WA Seniors Card (with or without a Commonwealth Seniors Health Card) you could be entitled to a service charges rebate and/or water use concession on your account. To find out whether you are eligible or to apply, visit our website or call If you are receiving a rebate or concession, you should: Notify us of any change in circumstances which may impact your eligibility Pay your account by the due date to retain the service charges rebate. Non-payment will result in the rebate being reversed and the full amount being placed into deferral if you are eligible to defer. Paying your account There are a number of ways you can pay your account. These include: Direct debit Pay online BPAY BPAY View My Water (online customer self service) In person at any post office By phone Centrepay Mail

12 11 To find out more see which payment methods are available. You should: Pay the amount shown on your account by the date specified. If an account is not paid by the due date, you may be charged interest on the overdue amounts. Payment difficulties and Financial Hardship Policy If you are experiencing difficulty in paying your account, one of our consultants will handle your enquiry in confidence, and with fairness and compassion. If you simply require a few more days to pay, call us on or request an extension via My Water. Conditions apply. For further information on how we can assist, you can view our website and our Financial Hardship Policy. Alternatively, you can call us on (TTY users call the National Relay Service on ) to request a copy. You should: Contact us immediately if you are unable to pay your account by the due date. Non-payment of account restriction of water supply If overdue accounts remain unpaid, the restriction of your water supply may occur. We will use our best endeavours to inform you in person, by telephone or electronic means of our intention to restrict your water supply. Restriction of the water supply will not occur unless: At least 30 days has lapsed since the due date of the original account. You have been given at least two working days notice of our intention to restrict the water supply. We may restrict your water supply if you do not comply with a payment plan or other arrangement you have set up to pay your charges, including arrears.

13 12 If we restrict supply of water to you, we will provide a flow sufficient for health and hygiene purposes. We will restore the water supply following: Payment of amounts owed including the restoration fee; or Agreement to a suitable instalment plan to pay these amounts. Where restriction of your water supply is not possible or your overdue accounts remain unpaid after your water has been restricted, we can take legal action through the courts to recover any outstanding charges. This means a minor case claim will be lodged with the Magistrate s Court and served on you by a bailiff. This action results in your information being provided to credit reporting agencies which will limit your ability to obtain credit such as a bank loan or credit card. Once served, you are required to admit to the claim and enter into a realistic payment arrangement to clear your debt, or communicate your intention to defend the claim. If you ignore the claim and do nothing, we may apply for judgement and issue a Property (Seizure & Sale) Order. This may result in your goods or land being seized to be sold to generate the funds to clear the debt. If this occurs, all costs in relation to the recovery of outstanding charges will be added to your account. At all times interest will continue to accrue on your outstanding charges. Restoration of water supply If the payment conditions are met before 3pm on a business day we will restore the water service by the next business day (2 business days outside the metropolitan area) If the conditions are met at any other time the water service will be restored within the next 2 business days (3 business days outside the metropolitan area) You should: Contact us immediately if you are unable to pay your account by the due date.

14 13 Review of bills We will review your bill at your request in accordance with the requirements of the Water Services Code of Conduct (Customer Service Standards) After conducting a review of a bill, if we are satisfied that the bill is correct, we may: Request payment of any unpaid amount Conduct a meter registration test if you consider that the meter is not accurately measuring water passing through it. The test will be conducted within 10 business days of receiving your request and payment of the meter test fee, or at an agreed day and time with you Provide you with information concerning the process and operation of both our internal and external complaints handling process, which includes your right to refer any complaint to the Energy and Water Service Ombudsman. Where you have been overcharged, we must tell you and follow the procedures set out in the Water Services Code of Conduct (Customer Service Standards) 2013 for repaying the money. We will: Tell you if an overcharge has occurred within 15 business days of becoming aware of the overcharging Provide you with the options on how to have the overcharged amount either credited to your account, or refunded to you, at your request Provide the refunds of any overcharged amount within 15 business days of your lodged request. If you have been undercharged we may recover the undercharged amount from you in accordance with the Water Services Code of Conduct (Customer Service Standards) We will: Only recover the amount undercharged for a service provided in the 12 months prior to the date of which we notify you the undercharging

15 14 has occurred List the amount undercharged in a special bill or as a separate item in the next bill, together with an explanation of that amount Not charge a late payment fee or bill interest on any undercharged amount Offer you the opportunity to pay this amount in instalments, interest free, over the same period of time during which you were undercharged. Review of service charges The Water Corporation s prices are set by the Government each year and cannot be reviewed. For residential properties, the wastewater and drainage service charge components of your bill are based on the rateable value (Gross Rental Value or GRV) of your property set by the Valuer General. If you wish to dispute the GRV you need to contact Landgate or visit landgate.wa.gov.au Review of water use charges Water use charges are based on a meter reading or an estimate of the quantity of water used. We respect your right to safeguard your property by locking entrance gates however safe access to the meter for reading and servicing is a legislated requirement. If we do not have access to your meter we may bill you on an estimate of your water use. If you receive an estimated account due to non-access to the meter, and you believe the estimate is not in line with normal use, you may provide an actual read. After three consecutive water use estimates at your property we will contact you to obtain an actual read to align your water use charges with the actual meter registration. If the water use is based on a meter reading and you are not satisfied with the review of the account you can request a check read or meter test.

16 15 If you believe your meter is faulty, you may request that we test it for you. You will be required to pay a set fee before testing commences. If the meter is found to be faulty the meter test fee will be refunded and the water use charges adjusted. We will: Conduct a meter registration test if you consider that the meter is not accurately measuring water passing through it. The test will be conducted within ten business days of receiving your request and payment of the fee, or at an agreed day and time. If the water use is based on an estimate we will notify you on request of: The reason for the estimate The basis of the estimate If you wish to dispute the estimated water use you may request a revised bill based on further information you provide us. Leak allowances We offer a reduction in charges if you have had undetectable leaks repaired by a licensed plumber or waterwise irrigation specialist. A reduction in charges for a leak would be considered only after you have had your plumbing works completed to the required plumbing/industry standards and with all leaks repaired. We will: Endeavour to notify you if we suspect your internal service is leaking Endeavour to assess any application for a leak allowance within 15 business days based on the evidence provided by the licensed plumber or waterwise irrigation specialist. Decline any leak allowance application that does not meet the eligibility criteria and advise the reasons. You should: Make all reasonable efforts to ensure that the property s internal water infrastructure is maintained in good working order. Ensure repair of leaks on a water supply is undertaken by a

17 16 plumber who is licensed with the Plumbers Licensing Board or waterwise irrigation specialist. Lodge a Leak Allowance Application within 14 days of the repairs being completed. Be aware that the owner of a property is liable for the costs of all water supplied to the property. (Section 92 Water Services Act 2012). For more information on our eligibility criteria or to apply for a special allowance, please call on or download the leak allowance application form. You can also read our Leak Allowance Policy. Complaints If you would like to lodge a complaint we encourage you to contact us directly in the first instance to enable a quick and effective resolution free of charge. Your complaint will be investigated objectively, equitably and in an unbiased manner. Alternatively you can lodge your complaint with the Energy and Water Service Ombudsman. You can advise us of your complaint by: Calling our Customer Service Centres. For accounts complaints (between 8am 5pm weekdays, except public holidays). For water service complaints (24 hours). ing us at Faxing us on (08) If you have hearing or speech difficulties you can call the National Relay Service on and request number for accounts or (24 Hours) for water service. If English is not your first language, call the telephone interpreter service on and request number for accounts or (24 Hours) for water quality. Write to us at Locked bag 2 Osborne Park Delivery Centre WA 6916.

18 17 Complaints will be handled in accordance with the Australian Standard on Complaints Handling* and in conjunction with the Water Services Code of Conduct (Customer Service Standards) When you register a complaint, we will acknowledge this by recording your complaint for further investigation and resolution. We will work towards addressing your complaints within 15 business days commencing from the date the complaint was received. We will contact you either by phone or in writing (if requested) concerning the outcome of your complaint. We will postpone any debt recovery action while a billing complaint is being investigated. If you are not satisfied that the outcome is fair and reasonable, you can: Request that we advise you of the reasons for the outcome in writing. You can refer the complaint to the Energy and Water Service Ombudsman. The Energy and Water Service Ombudsman is an independent, free service available to all customers and can investigate and resolve disputes between customers and Water Corporation. In handling complaints, the Energy and Water Ombudsman Western Australia considers what is fair and reasonable in the circumstances, taking into account good industry practice and relevant law. You can contact the Energy and Water Service and Ombudsman by: Calling (08) or free call ing your complaint to Completing the Water Service and Energy Ombudsman online complaint form Writing to PO Box Z5386 St Georges Tce Perth WA 6831 * The International Standards Organisation (ISO) Australian standard defines

19 18 a complaint as An expression of dissatisfaction made to an organisation, related to its products and or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. **STD/pay phone and mobiles charged at applicable rates. Review by State Administrative Tribunal If your complaint is about a property record such as the classification of your property and you are not satisfied with our decision, you may notify us that you wish the matter referred to the State Administrative Tribunal for review. For more information about the State Administrative Tribunal visit sat.justice.wa.gov.au

20 19 Maintenance and management of our assets and services Under the Water Services Act 2012 and Regulations it is unlawful to tamper with, interfere or deliberately damage Water Corporation infrastructure including pipes, meters, and fittings. The Water Corporation may interrupt the supply of water to a customer s property for the purposes of maintenance and repair but will not cut off the supply of water to an occupied property without the agreement of an occupier. Responsibility for maintenance We will: Maintain the water service up to and including the property meter outlet tail. Maintain the wastewater service up to the property connection. You should: Advise us immediately if damage occurs to any of our assets or services on your property by calling us on (24 Hours). Report any damage or suspected criminal activity relating to our assets or services by calling us on (24 Hours). Be aware that if you are planning to build a new home or carry out renovations, we must approve building plans to ensure the protection of our water, wastewater and drainage assets. For work that does not require plans you can find the location of our service pipes by calling us on Be aware that if you plan to demolish, the relevant shire and the Water Corporation need to be notified as protection of our assets is required. Keep overflow relief gullies free of obstruction. Overflow relief gullies are located on the property plumbing, external to the house/building and prevent internal flooding in the event of a blockage.

21 20 Maintain safe access to the property inspection shaft. The property inspection shaft is located where the internal plumbing connects to our sewer. Keep access chambers (wastewater manholes) that may be located on your property, free of obstruction and safe to access. Maintain all internal plumbing in good order and in compliance with plumbing standards Avoid planting inappropriate trees near your wastewater pipes, as they can cause root intrusion, breakage and blockages. For information on finding the right tree to plant please call us on Planned interruption to water supply We make every effort to minimise interruption to your water supply, but on occasions we need to carry out planned maintenance on our services. We aim to: Provide you with notice 24 hours in advance if we need to interrupt your water supply for planned work. Unplanned interruption to services We aim to minimise the occurrence and impact to customers properties from water flooding resulting from bursts and leaks in our water mains and wastewater overflows resulting from our systems or activities performed. We aim to: Provide a prompt response within two hours to undertake repairs and clean-up if there is water flooding or wastewater overflow on your property due to our system failure. Keep you informed during an emergency on the status of the work being undertaken. Respond to urgent water faults within two hours or at an agreed time.

22 21 Entry to your property Employees or contractors of Water Corporation may need to enter your property to carry out inspections, routine maintenance and repair work on our system. This will be done during regular business hours except in an emergency. We aim to: Provide advance notice of all planned work that may require entry to your property (except meter reading and maintenance). Inform the occupier of the land or premises of work being undertaken. During an emergency, where the occupier is not present we will leave an information card. Identification of our staff Should we need to enter your property, our employees or contractors will carry identification that will be shown to you (or to any person present at the time of access) if necessary. Reinstatement of your property We take great care to leave your property, gardens and lawns as they were after we have finished any services or maintenance work. We will: Assist in the reinstatement or replacement of property or equipment lost or damaged as a result of our actions or failure of our systems. Reinstate your property as close as possible to its original condition. Exclusions This may not apply: Where the work carried out is the result of the property owner or another party causing an obstruction or damage to our services. If reinstatement means that clearance or Occupational Health and Safety requirements will be breached.

23 22 Managing incidents Our incident management process is based on national guidelines that have been adopted by emergency services and utilities throughout Australia. We have a rigorous process for dealing with events outside normal operation and protecting our customer s interests. In the event of a major incident we will: Mobilise all necessary resources to safeguard the communities interests and return services to normal as soon as possible. Provide a Customer Liaison Coordinator to assist and support you to ensure a smooth transition and minimise the impact on you. Protecting critical infrastructure We have a state-wide security programme that embraces national and international All Hazards security emergency standards. We aim to: Comply with the National Guidelines for protecting critical infrastructure. Employ proven technology to monitor critical assets. You should: Report deliberate damage or suspected criminal activity relating to our assets, to the police and by calling our Faults, Emergencies and Security number on (24 Hours).

24 23 Maintenance of your internal services The pipe work from the property water meter (from the plumbers elbow) and the wastewater connection point to your residence remains the responsibility of the owner. You must employ a licensed plumber to carry out all repairs and modifications to pipes and fittings on your property which are your responsibility. If you experience a leak in your internal plumbing, contact a licensed plumber to locate and repair the leak. We have a range of waterwise licensed plumbers listed on our website. In the event of a leak in your irrigation system, the system must be brought up to standard (including a manual isolation valve and master solenoid). We have a range of waterwise irrigators listed on our website. In certain circumstances we may consider a special leak allowance to offset part of the wastage. Access to your meter An employee or contractor of the Water Corporation is entitled to enter your property to read, service or replace your water meter. It only takes a few moments for us to read your water meter but this simple job is sometimes made difficult and unsafe when we don t have safe and easy access to the meter. If we do not have access to your meter we may bill you on an estimate of your water use. Servicing or replacing your meter also requires clear, safe access. Under the Water Services Act 2012 and Regulations you are legally required to ensure that safe access to a meter is available. When access to the meter continues to be prevented we may issue you with a compliance notice to relocate the meter or remove the obstruction. If the compliance notice is not acted upon, we may undertake the work necessary to make the meter accessible and recover the charges incurred. You should: Provide a clear space of at least 30 cm around, cm below and

Shire of Coolgardie. Waste Water Services. Customer Service Charter for. Waste Water Services. Revision One Updated June 2014. Shire of Coolgardie

Shire of Coolgardie. Waste Water Services. Customer Service Charter for. Waste Water Services. Revision One Updated June 2014. Shire of Coolgardie Shire of Coolgardie Waste Water Services Customer Service Charter for Waste Water Services Shire of Coolgardie Irish Mulgar Drive, Kambalda Bayley Street, Coolgardie Revision One Updated June 2014 Postal

More information

Standard terms and conditions

Standard terms and conditions Standard terms and conditions INTRODUCTION For the provision of a water service (Water Supply, Wastewater and Drainage) Under Section 73(2)(a) of the Water Services Act 2012, landowners may be entitled

More information

Essential Water. Customer Charter

Essential Water. Customer Charter Essential Water Customer Charter Who is Essential Water? Essential Water is a division of Essential Energy and provides water supply services to over 20,000 people in Broken Hill, Menindee, Sunset Strip

More information

CUSTOMER SERVICE CHARTER

CUSTOMER SERVICE CHARTER CUSTOMER SERVICE CHARTER January 2014 INDEX CONTENTS PART A INTRODUCTION 3 PART B STANDARDS AND CONDITIONS OF SERVICE AND SUPPLY 4 1. Connection and Service Provision 4 1.1. Obligation to Provide Service

More information

TOWNSVILLE WATER Customer Service Standards

TOWNSVILLE WATER Customer Service Standards TOWNSVILLE WATER Customer Service Standards CONTENTS Townsville Water who are we? 3 What is the Customer Service Standard? 3 >> Does the Customer Service Standard apply to me? 3 >> What will Townsville

More information

ABN: 92 089 531 984 Address: Level 1, 1 William Street, Perth WA 6000 Fax: [08] 9486 3346 or [08] 9486 3951 Email: customer.services@alinta.net.

ABN: 92 089 531 984 Address: Level 1, 1 William Street, Perth WA 6000 Fax: [08] 9486 3346 or [08] 9486 3951 Email: customer.services@alinta.net. Gas Supply Standard Form Contract Terms & Conditions Alinta Sales Pty Ltd ABN: 92 089 531 984 Address: Level 1, 1 William Street, Perth WA 6000 Fax: [08] 9486 3346 or [08] 9486 3951 Email: customer.services@alinta.net.au

More information

Electricity Contract. Standard Retail Contract between Aurora Energy and you. www.auroraenergy.com.au 1

Electricity Contract. Standard Retail Contract between Aurora Energy and you. www.auroraenergy.com.au 1 Electricity Contract Standard Retail Contract between Aurora Energy and you www.auroraenergy.com.au 1 Contents Introduction... 3 Your electricity contract with Aurora Energy... 3 Privacy Collection Statement...3

More information

Customer enquiry, complaint and dispute resolution process

Customer enquiry, complaint and dispute resolution process Customer enquiry, complaint and dispute resolution process Written by: Mike Sollitto and Shannon Minagall 2012 SA Water Corporation. All rights reserved. Contents 1 Definitions and Acronyms... 3 2 Introduction...

More information

Gas Customer Charter. Aurora Energy s guarantee to you

Gas Customer Charter. Aurora Energy s guarantee to you Gas Customer Charter Aurora Energy s guarantee to you Understanding your gas bill Front This provides an overview of how to read your bill using a sample Aurora Energy gas bill. Account name and postal

More information

2. WHO IS ONLINE POWER AND GAS?

2. WHO IS ONLINE POWER AND GAS? Customer Charter ABOUT THIS CHARTER This Customer Charter provides you with a summary of your rights, entitlements and obligations under your agreement with Online Power and Gas ( us / we ) and under the

More information

Gas supply. Residential Market Contract

Gas supply. Residential Market Contract Gas supply Residential Market Contract Alinta Sales Pty Ltd trading as Alinta Energy ABN: 92 089 531 984 Address: Level 1, The Quadrant 1 William Street Perth WA 6000 Fax: [08] 9486 3346 or [08] 9486 3951

More information

South East Water Customer Charter. Your rights explained

South East Water Customer Charter. Your rights explained South East Water Customer Charter Your rights explained October 2013 Contents South East Water... 1 Your rights explained... 1 Section 1. About South East Water... 1 Online services... 1 Section 2. What

More information

RESIDENTIAL CUSTOMER CHARTER

RESIDENTIAL CUSTOMER CHARTER RESIDENTIAL CUSTOMER CHARTER Dear Customer I am pleased to introduce our Residential Customer Charter. The Charter has been developed to clearly state our customer service commitments to you and inform

More information

Standard Gas. Terms and Conditions. synergy.net.au. June 2014. MKSYN0002C_P May 2014 ABN 58 673 830 106

Standard Gas. Terms and Conditions. synergy.net.au. June 2014. MKSYN0002C_P May 2014 ABN 58 673 830 106 Standard Gas Terms and Conditions June 2014 MKSYN0002C_P May 2014 synergy.net.au ABN 58 673 830 106 Contents 1. Supply of gas... 4 2. We will comply with certain codes, standards and policies... 4 3. When

More information

Western Australia Kalbarri Vision Reticulated LPG. Terms and Conditions

Western Australia Kalbarri Vision Reticulated LPG. Terms and Conditions Energy Offer Contract Terms for ] electricity Origin Energy Retail Limited ABN 22 078 868 425 Western Australia Kalbarri Vision Reticulated LPG Terms and Conditions Thank you for choosing Origin Energy

More information

ROTTNEST ISLAND AUTHORITY OPERATION OF ELECTRICAL SERVICES CUSTOMER SERVICE CHARTER 2009. Electrical Customer Service Charter 2009 Version 2 1

ROTTNEST ISLAND AUTHORITY OPERATION OF ELECTRICAL SERVICES CUSTOMER SERVICE CHARTER 2009. Electrical Customer Service Charter 2009 Version 2 1 ROTTNEST ISLAND AUTHORITY OPERATION OF ELECTRICAL SERVICES CUSTOMER SERVICE CHARTER 2009 Electrical Customer Service Charter 2009 Version 2 1 1. Introduction...5 1.1 Rottnest Island Mission Statement...5

More information

CUSTOMER CHARTER. Small Customer Charter

CUSTOMER CHARTER. Small Customer Charter CUSTOMER CHARTER Small Customer Charter Version 2.0 6 November 2014 1. Our commitment to you The terms and conditions agreed between you and Pacific Hydro Retail Pty Ltd (ABN 43 155 908 839) (hereafter

More information

About CovaU Pty Ltd. This Customer Charter. Thank you for choosing CovaU.

About CovaU Pty Ltd. This Customer Charter. Thank you for choosing CovaU. [CUSTOMER CHARTER] About CovaU Pty Ltd Thank you for choosing CovaU. What is simple about your energy bills? Not much at the moment, but here at CovaU we are changing things. At CovaU our business is about

More information

BUSINESS CUSTOMER CHARTER

BUSINESS CUSTOMER CHARTER BUSINESS CUSTOMER CHARTER Dear Customer I am pleased to introduce our Business Customer Charter. The Business Charter has been developed to clearly state our customer service commitments to you and inform

More information

SYNERGY GAS CUSTOMER CHARTER. Small Use Business Customers

SYNERGY GAS CUSTOMER CHARTER. Small Use Business Customers SYNERGY GAS CUSTOMER CHARTER Small Use Business Customers If you don t speak English and need help with this guide, call the telephone interpreter service (TIS National) on 13 14 50 to arrange an interpreter.

More information

Customer Charter. About CovaU Pty Ltd. This Customer Charter. Thank you for choosing CovaU.

Customer Charter. About CovaU Pty Ltd. This Customer Charter. Thank you for choosing CovaU. Customer Charter About CovaU Pty Ltd Thank you for choosing CovaU. What is simple about your energy bills? Not much at the moment, but here at CovaU we are changing things. At CovaU our business is about

More information

Water and Sewerage Services Code for Small Customers in South East Queensland

Water and Sewerage Services Code for Small Customers in South East Queensland Water and Sewerage Services Code for Small Customers in South East Queensland DOCUMENT RECORD Issue No. Date Description Version 1.0 1 January 2011 Effective date of first making of Customer Code Version

More information

SHIRE OF MOORA SEWERAGE POLICY

SHIRE OF MOORA SEWERAGE POLICY SHIRE OF MOORA SEWERAGE POLICY DATE ADOPTED: Contents 1.0 Introduction/Background.2 1.2 Our Commitment to Service...2 1.3 Service we provide... 3 1.4 How to contact us... 3 1.5 Faults and Emergency assistance...

More information

www.dorsetforyou.com/pollution

www.dorsetforyou.com/pollution www.dorsetforyou.com/pollution Waste water is normally removed from your home via a system of underground pipes consisting of both drains and sewers. There is usually a separate system for rainwater and

More information

Debt Management and Hardship Procedures

Debt Management and Hardship Procedures Debt Management and Hardship Procedures July 2014 Contents Debt Managment Procedure Overview Rights and responsibilities Billing and payment Payment difficulties Non payment Actions relating to non-payment

More information

Our sewerage services - how we deal with your used water. www.nwl.co.uk

Our sewerage services - how we deal with your used water. www.nwl.co.uk Our sewerage services - how we deal with your used water www.nwl.co.uk Our sewerage services A sewer is a pipe which carries and removes either rain water or foul water from more than one property. This

More information

code of practice for household customers

code of practice for household customers leakage code of practice for household customers Our household leakage policy This policy applies to any customer whose service pipe supplies water to premises which are occupied wholly as a household

More information

Additional Services Agreement. Part 3: Schedule of our requirements

Additional Services Agreement. Part 3: Schedule of our requirements Additional Services Agreement Part 3: Schedule of our requirements Schedule of our requirements Part A Water Services 1 All water services All connections to our water mains, including those used for construction

More information

CUSTOMER CHARTER. Version 6

CUSTOMER CHARTER. Version 6 CUSTOMER CHARTER R ETA I L Version 6 Introducing Tas Gas Retail Inside the Charter Welcome to Tas Gas Retail 2 About Tas Gas Retail 3 Account Information 4 Sample Account 7 Service Charges 8 Disconnection

More information

This leaflet gives you information on what we found during our visit and provides information on how you can help to reduce the risk of blockages.

This leaflet gives you information on what we found during our visit and provides information on how you can help to reduce the risk of blockages. This leaflet gives you information on what we found during our visit and provides information on how you can help to reduce the risk of blockages. Most of these blockages could have been avoided. The damaging

More information

Repairs & maintenance

Repairs & maintenance Tenancy Facts Information for tenants and residents in Queensland Repairs & maintenance When you rent a place to live, the lessor, agent or provider must ensure the place is fit for you to live in and

More information

Your. connection. with. Contact. Contact Energy terms and conditions for residential and business customers. Effective 1 October 2012.

Your. connection. with. Contact. Contact Energy terms and conditions for residential and business customers. Effective 1 October 2012. Your connection with Contact Contact Energy terms and conditions for residential and business customers. Effective 1 October 2012. Contents Introduction 3 Being our customer 4 Our agreement with you 4

More information

Managing energy services at home. A guide to rights, contracts and bills

Managing energy services at home. A guide to rights, contracts and bills Managing energy services at home A guide to rights, contracts and bills Managing energy services at home A guide to rights, contracts and bills Australian Competition and Consumer Commission GPO Box 3131,

More information

Gas Agreement. Gas Sale Agreement between Aurora Energy and you

Gas Agreement. Gas Sale Agreement between Aurora Energy and you Gas Agreement Gas Sale Agreement between Aurora Energy and you Translation information English If you need this information translated into other languages, please call the Translating and Interpreting

More information

KEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY

KEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY KEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY If you don t speak English and need help with this guide, call (TIS National) on the telephone interpreter service 13 14 50 to arrange

More information

Rochdale MBC Corporate Debt Management Policy. Contents Page. Page

Rochdale MBC Corporate Debt Management Policy. Contents Page. Page Rochdale MBC Corporate Debt Management Policy Contents Page Page 1. Background and Objectives 1.1 What is a Corporate Debt Management Policy 1 1.2 Introduction 1 1.3 Objectives of the Policy 1 1.4 What

More information

GOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT

GOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT GOOD LANDLORD CODE OF PRACTICE FOR PRIVATE RENTED SECTOR MANAGEMENT GUIDANCE DOCUMENT Each section contains general information on why the standard was set (Yellow text boxes). In many cases, the standards

More information

Your. connection. with. Contact. Contact Energy terms and conditions for residential and business customers. Effective 26 December 2013.

Your. connection. with. Contact. Contact Energy terms and conditions for residential and business customers. Effective 26 December 2013. Your connection with Contact Contact Energy terms and conditions for residential and business customers. Effective 26 December 2013. Contents Introduction 3 Being our customer 4 Our agreement with you

More information

When your water supply has a leak

When your water supply has a leak When your water supply has a leak Code of practice for domestic properties Contents 3 What this leaflet is about 4 Responsibility for water pipes 5 Finding leaks 6 Fixing leaks 8 Your water bill 9 Leak

More information

Leakage Code of Practice. Domestic Customers

Leakage Code of Practice. Domestic Customers Leakage Code of Practice Domestic Customers A Leakage Code of Practice Domestic Customers The advice in this Leakage Code of Practice is important and has been approved by the Water Services Regulation

More information

Residential tenancy agreement

Residential tenancy agreement Residential Tenancies Regulation 2010 Schedule 1 Stard Form Agreement (Clause 4(1)) Stard form Residential tenancy agreement Llord Name (1): Llord Name (2): Address for services of notices (can be an agent

More information

Our Code of Practice for Domestic Customer Debt

Our Code of Practice for Domestic Customer Debt Our Code of Practice for Domestic Customer Debt 2104/2/2011 1 Introduction This is our Code of Practice for dealing with domestic customer debt. It gives details on paying your bills, and states what we

More information

No. 22 663 SUPPLEMENTARY GAZETTE THE SOUTH AUSTRALIAN GOVERNMENT GAZETTE. www.governmentgazette.sa.gov.au PUBLISHED BY AUTHORITY

No. 22 663 SUPPLEMENTARY GAZETTE THE SOUTH AUSTRALIAN GOVERNMENT GAZETTE. www.governmentgazette.sa.gov.au PUBLISHED BY AUTHORITY No. 22 663 SUPPLEMENTARY GAZETTE THE SOUTH AUSTRALIAN GOVERNMENT GAZETTE www.governmentgazette.sa.gov.au PUBLISHED BY AUTHORITY ALL PUBLIC ACTS appearing in this GAZETTE are to be considered official,

More information

Household customer. Wastewater flooding guidelines. www.thameswateruk.co.uk

Household customer. Wastewater flooding guidelines. www.thameswateruk.co.uk Household customer Wastewater flooding guidelines www.thameswateruk.co.uk We are very sorry that you have recently suffered wastewater flooding to your property. This leaflet has been designed to answer

More information

If instalments are not paid as they are due a reminder will be sent requiring payments to be brought up to date within 7 days.

If instalments are not paid as they are due a reminder will be sent requiring payments to be brought up to date within 7 days. APPENDIX 1 DEBT RECOVERY POLICY This debt recovery policy of South Lakeland District Council aims to maximise income from all revenue generating sources whilst incorporating a sympathetic approach to the

More information

Customer Enquiry, Complaint and Dispute Resolution Process

Customer Enquiry, Complaint and Dispute Resolution Process Customer Enquiry, Complaint and Dispute Resolution Process Contents 1 Introduction... 3 2 Purpose... 3 3 Customer enquiries... 3 3.1 How to contact WUG?... 4 3.2 Commitment to customers... 5 4 Complaints

More information

Consumers Billing Rights with electricity & gas companies

Consumers Billing Rights with electricity & gas companies Consumers Billing Rights with electricity & gas companies Useful information Contents 3 Reasons for an unexpectedly high energy bill 5 Prices may increase during a billing cycle 5 Back-billing 6 Concessions

More information

Your connection with Contact

Your connection with Contact Your connection with Contact Contact Energy terms and conditions for residential and business customers effective 17 March 2015. 101 Contents Introduction 3 Being our customer 4 Our agreement with you

More information

Financial Hardship Policy

Financial Hardship Policy Financial Hardship Policy Alinta Energy s Financial Hardship Policy keeping it fair Background Alinta Energy is a consumer oriented business. We believe in keeping things fair. We understand that energy

More information

Co-operative Energy, Co-operative House Warwick Technology Park, Warwick CV34 6DA.

Co-operative Energy, Co-operative House Warwick Technology Park, Warwick CV34 6DA. Terms and Conditions May 2014 Co-operative Energy: General Terms and Conditions for Domestic Customers Only Applicable from 1st June 2014. Co-operative Energy Limited is a limited liability company registered

More information

Sewers and Drains A GUIDE TO MAINTENANCE RESPONSIBILITIES

Sewers and Drains A GUIDE TO MAINTENANCE RESPONSIBILITIES Sewers and Drains A GUIDE TO MAINTENANCE RESPONSIBILITIES This leaflet about drains and sewers has been prepared by Breckland Council and gives information and advice to private and commercial property

More information

Terms & Conditions For Electricity Supply

Terms & Conditions For Electricity Supply Terms & Conditions For Electricity Supply your energy solution Introduction 1 Our contract with you In these terms and conditions, we or us is used to mean Prime Energy Limited, and you is used to mean

More information

Standard Form Contract for the Supply of Electricity to Small Use Customers

Standard Form Contract for the Supply of Electricity to Small Use Customers AER Retail Pty Ltd and [Party Name] Draft dated June 2015 Advanced Energy Resources AER Retail Pty Ltd 88 Tweeddale Rd, Applecross WA 6153 t: (08) 9364 0400 f: (08) 9364 0444 w: www.advancedenergy.net.au

More information

about your water and sewerage services

about your water and sewerage services about your water and sewerage services 022BWN0064 your bill explained where your money goes about the services we provide how we can help www.wessexwater.co.uk Your bill You will normally pay for your

More information

SEPTIC TANK SYSTEMS. Single purpose septic tank receives toilet wastes (blackwater) or sullage (greywater) only.

SEPTIC TANK SYSTEMS. Single purpose septic tank receives toilet wastes (blackwater) or sullage (greywater) only. SEPTIC TANK SYSTEMS There are three common types of septic tank systems in Tasmania Single purpose septic tank receives toilet wastes (blackwater) or sullage (greywater) only. Dual purpose (or all-waste)

More information

GETTING CONNECTED WITH

GETTING CONNECTED WITH GETTING CONNECTED WITH Table of Contents INTRODUCTION... 1 01 BEING A MEMBER... 1 Becoming a member... 1 Meters, reading your meter and meter testing... 2 Accessing your property... 2 Vegetation management...

More information

RESPONSIBILITY FOR GAS PIPING FOR YOUR CONVENIENCE

RESPONSIBILITY FOR GAS PIPING FOR YOUR CONVENIENCE OHIO GAS COMPANY - - A GUIDE TO OUR SERVICES YOUR RIGHTS & RESPONSIBILITIES We re glad to have the opportunity to have you as our customer, and look forward to providing you with reliable, dependable and

More information

31. ECO-INFO -- SEPTIC SAFE PROTECT YOUR HEALTH AND ENVIRONMENT YOUR SEPTIC PUMP-OUT SYSTEM with SELF ASSESSMENT TROUBLE SHOOTING GUIDE

31. ECO-INFO -- SEPTIC SAFE PROTECT YOUR HEALTH AND ENVIRONMENT YOUR SEPTIC PUMP-OUT SYSTEM with SELF ASSESSMENT TROUBLE SHOOTING GUIDE 31. ECO-INFO -- SEPTIC SAFE PROTECT YOUR HEALTH AND ENVIRONMENT YOUR SEPTIC PUMP-OUT SYSTEM with SELF ASSESSMENT TROUBLE SHOOTING GUIDE Edited 21/12/01 Wyong Shire Council has many non sewered areas that

More information

ENSA TERMS AND CONDITIONS

ENSA TERMS AND CONDITIONS ENSA TERMS AND CONDITIONS 1. Contract Terms Under the contract agreement both The Customer and The Service Provider hereby agree to the following terms and conditions. 2. Commencement of the Agreement

More information

CUSTOMER CHARTER NEXT BUSINESS ENERGY PTY LIMITED ABN 91 167 937 555

CUSTOMER CHARTER NEXT BUSINESS ENERGY PTY LIMITED ABN 91 167 937 555 CUSTOMER CHARTER NEXT BUSINESS ENERGY PTY LIMITED ABN 91 167 937 555 NEXT BUSINESS ENERGY A summary of the rights, entitlements and obligations of small customers This document sets out some of the rights,

More information

Complete Plumbing. Drainage Solutions Ltd. All aspects of Plumbing & Drainage work undertaken A PARTNER YOU CAN DEPEND ON. www.leaksanddrains.co.

Complete Plumbing. Drainage Solutions Ltd. All aspects of Plumbing & Drainage work undertaken A PARTNER YOU CAN DEPEND ON. www.leaksanddrains.co. Complete Plumbing & Drainage All aspects of Plumbing & Drainage work undertaken A PARTNER YOU CAN DEPEND ON. 0800 020 9493 www.leaksanddrains.co.uk About Us Complete Plumbing & Drainage Complete Plumbing

More information

Market Contract Terms and Conditions

Market Contract Terms and Conditions 1. Our Market Contract 1.1. Through this Market Contract, QEnergy Limited (ACN 120 124 101 QEnergy) agrees to sell electricity to you at one or more premises nominated by you nominated premises (or arrange

More information

Your Pressure Sewerage System Guide

Your Pressure Sewerage System Guide Your Pressure Sewerage System Guide The System The E-one Pressure Sewerage System is reliable and robust. There is very little you need to do and very little that can go wrong. Here s how it works: The

More information

At the end of today s seminar you should be better. Recognize the causes of Sewer Lateral backup. Identify techniques to protect your home from

At the end of today s seminar you should be better. Recognize the causes of Sewer Lateral backup. Identify techniques to protect your home from Preventing Sewer Backups Presented by IAPMO Today s Objectives At the end of today s seminar you should be better able to: Recognize the causes of Sewer Lateral backup Identify techniques to protect tyour

More information

Disconnection for arrears

Disconnection for arrears Chapter 8.. Disconnection for arrears This chapter covers: 1. When you can be disconnected for arrears (below) 2. Protection from disconnection (p120) 3. Preventing disconnection (p121) 4. At the point

More information

NATIONAL ELECTRICITY RULES CHAPTER 7 VERSION 56 CHAPTER 7. Page 883

NATIONAL ELECTRICITY RULES CHAPTER 7 VERSION 56 CHAPTER 7. Page 883 NATIONAL ELECTRICITY RULES CHAPTER 7 VERSION 56 CHAPTER 7 Page 883 NATIONAL ELECTRICITY RULES CHAPTER 7 VERSION 56 7. Metering 7.7 Entitlement to metering data and access to metering installation (a2)

More information

Stormwater harvesting

Stormwater harvesting Stormwater harvesting How to collect and re-use stormwater from Sydney Water s stormwater system Most of the stormwater pipes and channels in the Sydney metropolitan area are the responsibility of local

More information

Department of Public Utilities. Information for Property Owners & Residents about Sewer Backup Incidents. September 2014.

Department of Public Utilities. Information for Property Owners & Residents about Sewer Backup Incidents. September 2014. Department of Public Utilities Information for Property Owners & Residents about Sewer Backup Incidents September 2014 Page 1 of 6 General Information The City of New Bern Utilities Department makes a

More information

Business Charter. Our promise and guarantees to you

Business Charter. Our promise and guarantees to you Business Charter Our promise and guarantees to you About our Business Charter We re committed to providing the highest quality services and by law we must meet certain standards. This leaflet explains

More information

Terms and Conditions of Offer and Contract (Works & Services) Conditions of Offer

Terms and Conditions of Offer and Contract (Works & Services) Conditions of Offer Conditions of Offer A1 The offer documents comprise the offer form, letter of invitation to offer (if any), these Conditions of Offer and Conditions of Contract (Works & Services), the Working with Queensland

More information

Guide to your Home Emergency Management and Defect Notification Service

Guide to your Home Emergency Management and Defect Notification Service Guide to your Home Emergency Management and Defect Notification Service Table of Contents Welcome... 2 Registering your properties... 3 Property & Contact details... 3 Nominated Contractors... 3 Escalation

More information

Guidance on applying for approval of installation of a commercial onsite wastewater system

Guidance on applying for approval of installation of a commercial onsite wastewater system Guidance on applying for approval of installation of a commercial onsite wastewater system This factsheet is designed to assist you to complete an Application to construct or install an apparatus for the

More information

ALL YOU NEED TO KNOW...

ALL YOU NEED TO KNOW... ALL YOU NEED TO KNOW... What do you know about your septic tank system? For the purposes of this booklet, a septic tank system refers to any kind of on-site sewage management system including traditional

More information

A Property Owner s Guide

A Property Owner s Guide The Operation and Maintenance of Domestic and Commercial Sewers A Property Owner s Guide KILDARE LOCAL AUTHORITIES WATER SERVICES DEPARTMENT TABLE OF CONTENTS Introduction 1. Why should I care? 2. What

More information

GENERAL INSURANCE CODE OF PRACTICE 2014

GENERAL INSURANCE CODE OF PRACTICE 2014 GENERAL INSURANCE CODE OF PRACTICE 2014 1 INTRODUCTION 1.1 We have entered into this voluntary Code with the Insurance Council of Australia (ICA). This Code commits us to uphold minimum standards when

More information

Staying Connected. Hardship policy and program details. 1. Overview

Staying Connected. Hardship policy and program details. 1. Overview Staying Connected Hardship policy and program details 1. Overview Staying Connected is AGL s national hardship program. Launched in early 2003, the program was developed in consultation with AGL s Customer

More information

Plumbing and Drainage Regulation 2012

Plumbing and Drainage Regulation 2012 Regulatory Impact Statement Subordinate Legislation Act 1989 Plumbing and Drainage Regulation 2012 A regulation under the Plumbing and Drainage Act 2011 April 2012 Enquiries to: NSW Fair Trading Policy

More information

For more information. This leaflet is available on request in other formats such as large print and languages other than English.

For more information. This leaflet is available on request in other formats such as large print and languages other than English. For more information This Code of practice is approved by Ofwat and forms part of a suite of code of practice leaflets available to customers. This leaflet is available on request in other formats such

More information

Customer Charter. The Charter. Term of contract. Connection. Termination by You. Who is Click Energy? Commencement.

Customer Charter. The Charter. Term of contract. Connection. Termination by You. Who is Click Energy? Commencement. Customer Charter The Charter This Charter contains information about your rights and responsibilities. Together with any Additional Terms and Conditions it sets out the Contract between you and us for

More information

Section 82. Australian Consumer Law. Cancellation notice Unsolicited consumer agreement. Right to cancel this agreement within 10

Section 82. Australian Consumer Law. Cancellation notice Unsolicited consumer agreement. Right to cancel this agreement within 10 Section 82 Australian Consumer Law Cancellation notice Unsolicited consumer agreement Right to cancel this agreement within 10 business day cooling off period You have a right to cancel this agreement

More information

INFORMATION BROCHURE

INFORMATION BROCHURE INFORMATION BROCHURE The information in this brochure is a summary of the Residential Tenancies Act 1995, it does not replace it. The Residential Tenancies Act 1995 requires that a landlord or agent must

More information

Electricity Industry Code. made under the Electricity Act 1994

Electricity Industry Code. made under the Electricity Act 1994 Electricity Industry Code made under the Electricity Act 1994 Seventeenth Edition: approved 16 July 2014 effective 25 July 2014 This Seventeenth Edition of the Electricity Industry Code pursuant to section

More information

BASEMENT FLOODING. Prevention Guide for. Homeowners

BASEMENT FLOODING. Prevention Guide for. Homeowners BASEMENT FLOODING Prevention Guide for Homeowners 1 Did You Know? Floods are the most common hazards in Canada. Water damage is a common cause of loss for homeowner insurance. A heavy rainfall can result

More information

6. Principles of effective plumbing systems

6. Principles of effective plumbing systems 6. Principles of effective plumbing systems This chapter summarizes the aims and objectives of a good local plumbing system that is, the drinking-water supply that serves a building and the system for

More information

Memorandum of Understanding between the NSW Ministry of Health and Sydney Water Corporation

Memorandum of Understanding between the NSW Ministry of Health and Sydney Water Corporation Page 1 of 11 Memorandum of Understanding between the NSW Ministry of Health and Sydney Water Corporation This work is copyright. It may be reproduced in whole or in part for study or training purposes

More information

Help us to help you Contact us and work in partnership with your local Council

Help us to help you Contact us and work in partnership with your local Council February 2016 Version 6 Torridge District Council A Fair Collection and Recovery of Debt Policy Help us to help you Contact us and work in partnership with your local Council Torridge District Council

More information

Disposal of Fats, Oils, Grease and Food Waste Best Management Practice for Catering Outlets

Disposal of Fats, Oils, Grease and Food Waste Best Management Practice for Catering Outlets Disposal of Fats, Oils, Grease and Food Waste Best Management Practice for Catering Outlets Working in partnership with: Blank inside front cover page Best Management Practice for Catering Outlets Fat,

More information

Customer Engagement Program. Stage 1 Report. March 2014. Understanding customer values, needs & expectations. Government of South Australia

Customer Engagement Program. Stage 1 Report. March 2014. Understanding customer values, needs & expectations. Government of South Australia Customer Engagement Program Stage 1 Report Understanding customer values, needs & expectations March 2014 Government of South Australia Welcome to SA Water s Customer Engagement Program This report summarises

More information

POLIC Y POLICY POLICY POLICY POLICY CS.1 ATTACHMENT. Policy Title: Debt Management Policy 2013. Date of Adoption:

POLIC Y POLICY POLICY POLICY POLICY CS.1 ATTACHMENT. Policy Title: Debt Management Policy 2013. Date of Adoption: CS.1 ATTACHMENT POLIC Y POLICY POLICY POLICY POLICY Policy Title: Debt Management Policy 2013 Date of Adoption: Adoption Method: Council Executive Other (please specify) CEO Signature: Responsible Officer

More information

Residential tenancy agreement

Residential tenancy agreement Residential Tenancies Regulation 2010 Schedule 1 Standard Form Agreement (Clause 4(1)) Standard form Residential tenancy agreement Landlord Name (1): Landlord Name (2): Address for services of notices

More information

Code of Practice on Payment and Debt Recovery

Code of Practice on Payment and Debt Recovery 1 Code of Practice on Payment and Debt Recovery 2 In this leaflet we explain our policies if you fall into debt and what you can do to get help and support if you are having problems paying a water bill.

More information

Lombard Visa Card Account Conditions of Use

Lombard Visa Card Account Conditions of Use Lombard Finance Pty Limited Phone: 1300 132 302 PO Box 6227, Baulkham Hills NSW 2153 ABN 31 099 651 877 Australian Credit Licence 247 415 V0312 Lombard Visa Card Account Conditions of Use Your contract

More information

VILLAGE OF GRANVILLE SEWER BACK-UP and WATER LEAK POLICIES

VILLAGE OF GRANVILLE SEWER BACK-UP and WATER LEAK POLICIES VILLAGE OF GRANVILLE SEWER BACK-UP and WATER LEAK POLICIES SEWER BACK-UP POLICY General Sewer back-ups are an unfortunate, but common problem in older communities. A sewer back-up can create a health or

More information

Customer Compensation Policy

Customer Compensation Policy Date approved: 5 May 2014 Approved by: Chief Executive 1. Introduction 1.1 Southway Housing Trust (Southway) will provide high quality services to our customers and aim to get things right first time.

More information

Customer Service Charter Guidelines

Customer Service Charter Guidelines Customer Service Charter Guidelines August 2006 Customer Service Charter Guidelines August 2006 1 Contents 1 What are the Customer Service Charter Guidelines? 2 2 What is a Customer Service Charter? 2

More information

Keep the water cycle running smoothly. How to save your drains and help the cycle.

Keep the water cycle running smoothly. How to save your drains and help the cycle. Keep the water cycle running smoothly. How to save your drains and help the cycle. At Scottish Water we are always working so the water cycle never stops. We maintain and improve over 30,000 miles of sewer

More information

Household water charges, payment options and debt recovery. code of practice

Household water charges, payment options and debt recovery. code of practice Household water charges, payment options and debt recovery code of practice This leaflet forms part of our Customer Code of Practice, which provides a guide to the services we provide for household customers.

More information

Our standard terms and conditions for Your Advanced Personal Loan.

Our standard terms and conditions for Your Advanced Personal Loan. Our standard terms and conditions for Your Advanced Personal Loan. For loans approved on or after 6 June 2015 6 June 2015 Important Information The information set out below forms part of your disclosure

More information

Drainage. Information for those with problem drains

Drainage. Information for those with problem drains Drainage Information for those with problem drains Contents 1 Purpose 2 Introduction 2 Explanations: what is a drain and what is a sewer 3 Explanation of the responsibilities for public and private sewers

More information