Our Customer Service Charter... 3

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1 Document No.: COM CH00001 Page 1 of 5

2 TABLE OF CONTENTS Our Customer Service Charter... 3 Copies of our Charter and the Code... 3 Gas Distributor Gas Retailer... 3 Our Obligations to You... 3 Reliability of Supply and Emergencies... 4 Reconnections... 4 If you have a complaint... 4 Useful Contact Details... 5 Interpreter and TYY Services... 5 Document No.: CM CH00001 Page 2 of 5

3 Our Customer Service Charter Our Customer Service Charter (Charter) outlines what you can expect as our customer and details our mutual rights and obligations. This Charter applies to those customers who are classified as small use which for these purposes equates to less than 1 terajoule of gas per year. The Charter has been developed in accordance with the Gas Customer Code (2010) (Code). Terms identified in bold in this Charter has the meaning given to them in the Code. We will make available for your inspection, at our office, a copy of the Gas Customer Code (2010). Copies of our Charter and the Code Copies of our Charter and the Code document can be accessed on our website (www.atcogas.com.au). Alternatively, you can inspect copies of the Charter and the Code, free of charge, at our administration office located on 81 Prinsep Road, Jandakot WA Gas Distributor Gas Retailer ATCO Gas Australia is a gas distributor, the company that owns, operates, and maintains the pipelines and networks in your area. ATCO Gas delivers gas to your gas meter. ATCO Gas does not own, or sell, the gas that you consume. Your gas retailer is the company you purchase your gas from. The gas retailer arranges for gas to be delivered to your property. Your gas retailer is the company that bills you for your gas consumption. Your gas retailer should be your first point of reference for queries. Their telephone number will be located on the top of your gas bill. Our Obligations to You We will provide to you on request, at no charge, or direct you to another appropriate entity who can provide the following information: Our requirements in relation to your proposed new gas installation, or changes to your existing gas installation, including advice about supply extensions; An explanation for any unplanned interruption of supply to your supply address; Advice on facilities required to protect our equipment; Advice on how to obtain information on protecting your equipment; Advice on your gas usage so that it does not interfere with the operation of the distribution system; General information on the quality of your gas supply; General information of the reliability of your gas supply; and Information about the distribution of gas where the retailer cannot practicably do so. Document No.: CM CH00001 Page 3 of 5

4 Reliability of Supply and Emergencies There may be unavoidable situations due to accidents, health and safety risks, or emergency situations where as a result, ATCO Gas may need to interrupt the supply of gas to your property. ATCO Gas will use best endeavours to ensure the supply of gas is restored to the property as soon as possible. In the event supply is disconnected for emergency reasons or is restricted to your property, you can call ATCO Gas Australia on to obtain information as to the nature of the emergency and an estimate of the time when supply will be restored. Reconnections If your gas supply has been disconnected on request by your retailer, and the retailer has subsequently requested ATCO Gas Australia to reconnect supply, then subject to the retailer complying with any retail market rules applicable to the retailer, ATCO Gas Australia must reconnect the supply address within 2 business days of receipt of the request. In the event of an emergency this does not apply. If you have a complaint If you are not satisfied with the level of service you have received from ATCO Gas Australia you can lodge a complaint with us by calling between the hours of 7am - 6pm Monday to Friday. You can also write to us or using the details shown in the Useful Contact Details section of this Charter shown below. If you are not satisfied with the way in which your complaint has been handled, you have the right to have your complaint considered by a senior ATCO Gas Australia employee, the Customer Relations Coordinator. We aim to review and resolve these complaints within 5 business days of receipt, including providing the reasons for the outcome of your complaint by telephone, or at your request, in writing. In the event that your complaint cannot be resolved, or you remain unsatisfied, you have the right to have your dispute dealt with by the Energy and Water Ombudsman (WA), the Freecall number shown in the Useful Contact Details section of this Charter shown below. The Ombudsman receives, investigates and assists in the resolution of a range of enquiries and complaints that residential and small business may have with their gas company. It is an independent service, easy to access and free of charge to you. If your complaint does not relate to our functions we will undertake to refer your complaint to the appropriate entity and inform you of the referral. We will provide you with any information that you may require to assist you in utilising our complaints handling process. Document No.: CM CH00001 Page 4 of 5

5 Useful Contact Details ATCO Gas Australia 81 Prinsep Road JANDAKOT WA 6164 Mailing Address PO Box 3006 Success WA 6964 P: F: Gas Leaks and Emergencies * * Local call fee from anywhere in the state excluding mobiles Energy and Water Ombudsman (WA) 2 nd Floor, Albert Facey House 469 Wellington Street PERTH WA 6000 Mailing Address PO Box Z5386 St Georges Terrace Perth WA 6831 P: * * Calls made from mobile phones will be charged at the applicable rate F: Economic Regulation Authority Level 4, Albert Facey House 469 Wellington Street PERTH WA 6000 P: F: EnergySafety 303 Sevenoaks Street CANNINGTON WA 6107 P: F: Interpreter and TYY Services If you require a telephone interpreter service, please phone and ask to be connected to ATCO Gas Australia. TTY users phone then ask for ATCO Gas Australia. If you would like a copy of this Charter in large print please call Document No.: CM CH00001 Page 5 of 5

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