CUSTOMER CHARTER. Version 6

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1 CUSTOMER CHARTER R ETA I L Version 6

2 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 & Reconnection 9 Other Responsibilities Yours & Ours 11 Other Rules 13 Safety Tips 14 Definitions 14 Contact Details 15 Natural Gas is the ideal energy source to ensure you achieve the comfortable lifestyle you deserve at the most competitive price. We are pleased you have chosen Natural Gas as a clean, safe, economical and convenient source of energy for all your heating requirements. Let us welcome you to Tas Gas Retail s Customer Charter. If you have questions along the way, note them down and feel free to call our customer information line or send your questions to us by post or for further information. In this Customer Charter we have set out in plain english Tas Gas Retail s commitment and responsibility to you as our customer. You will find information on how you will receive your account, what payment options are available to you, our responsibility to the Regulator and your rights as the customer. You will also find information on your responsibility to Tas Gas Retail as your Natural Gas retailer, including things like maintaining easy access to your gas meter and notifying us if you change address. Detailed terms and conditions under which Tas Gas Retail will provide Natural Gas to residential and commercial customers are contained in our standard terms and conditions and summarised in this Customer Charter. We look forward to providing you with Natural Gas for clean, safe, economical and convenient heating in your home or business. 2

3 About Tas Gas Retail Who we are and what we do Tas Gas Retail was the first energy retailer to have a Natural Gas retail licence issued by the Energy Regulator in Tasmania. We provide retail gas agreements for industrial, commercial and domestic customers who are serviced by the Tas Gas Network Pty Ltd (TGN) distribution network. What is the difference between your energy retailer and the network provider? Tas Gas Retail will buy gas as a commodity and pay to have it transported to our small business and residential customers. For retail customers we will provide a bundled price that includes these transmission and distribution charges. The distributor (Tas Gas Networks) owns and operates the gas pipelines around your suburb. The distributor will make the connection to your premises and will own your individual service up to and including your meter. The distributor will be responsible for all network services including meter reading. Who does this Charter apply to? This Charter outlines the relationship between Tas Gas Retail and all our customers who use less than 10,000GJ of Natural Gas per annum. These are our domestic and small business customers. To become a Tas Gas Retail customer you first need to complete and submit a Tas Gas Retail application form. We will review your application and contact you if we need any further information. Once we have approved your application, this Customer Charter and your application form the gas supply agreement between us. End consumers using more than 10,000GJ of Natural Gas per annum will have individual contracts with Tas Gas Retail and directly with the distributor for their network services. 3

4 Account Information Connection and supply Once the distributor has completed your network connection, Tas Gas Retail will arrange for the provision of Natural Gas to your supply address. While Tas Gas Retail will endeavour to ensure that your supply of Natural Gas is continuous, there may be interruptions in supply from time to time (e.g. at times of network maintenance or emergencies). How often will I receive an account? Customers using more than 1000GJ per annum will receive an account every month. All other customers will be billed quarterly. Accounts will be delivered by Australia Post. How does Tas Gas Retail calculate my account? Your Natural Gas account for each account period will include the fixed daily charge applicable to your account plus the cost of the Natural Gas you have consumed. The distributor is responsible for meter readings and will generally read your meter every three months. Your meter must be read at least once per year. We may estimate your Natural Gas consumption if a meter reading is not available. This estimate will be based on historical or industry profile data and will be clearly indicated on your account. Tas Gas Retail will correct your account with either a credit or make up component on the next account for which we have an accurate meter reading. What pricing applies to my account? Tas Gas Retail will publish a standard domestic tariff and a commercial tariff for consumption up to 1000 GJ per annum. These will be readily available on our website or by contacting our enquiries desk. For pricing on larger accounts contact your Tas Gas Retail account manager. How long will I have to pay my account? You have 12 business days from the issue date on the account to pay the total amount owing including GST. This due date will be clearly shown on the account. 4

5 How can I pay my account? Tas Gas Retail provides a range of payment options for your convenience. These include payment in person at authorised Australia Post shops, mailing us a cheque, by credit card, direct debit and BPAY. Tas Gas Retail provides direct debit payment options on monthly, fortnightly and weekly intervals to assist with personal budgeting. Will I get a reminder on my account? Yes. You will receive a reminder notice if your account remains unpaid for more than 2 days after the due date. Late fees If your account is not paid within 14 days of its due date, you may be required to pay a late fee and/or interest on the outstanding amount of that account. Payment plans If you are experiencing financial difficulty, please contact our customer service centre to discuss payment plans and debt reduction arrangements. Tas Gas Retail will respect your privacy. Outstanding accounts Outstanding accounts will be referred to a debt collection agency for recovery. Can I have my account reviewed? Yes. You can question in writing the amount shown on your Natural Gas account if you believe there is a discrepancy. Tas Gas Retail will review your account without charge. While the account is under review, you must pay the part of the account on which we both agree or pay the average amount of your Natural Gas accounts for the past 12 months (whichever is the lower). Tas Gas Retail will aim to have the account reviewed within 28 days of the request. You must pay any future accounts you receive while the disputed account is still under review. If Tas Gas Retail determines that the disputed account is correct, an account statement will be sent to you and you must pay the outstanding balance. Alternatively a credit amount and explanation will appear on your next account. If there still remains a dispute between us this will be resolved according to the obligations Tas Gas Retail has under the Tasmanian Gas Retail Code or otherwise at law. 5

6 Does Tas Gas Retail require a security deposit? For residential and commercial customers, we may carry out a credit check and may require a security deposit. This deposit may amount to up to twice the monthly gas consumption we estimate for your individual profile or 1.5 times the quarterly consumption for residential customers. What happens to my security deposit? Tas Gas Retail will give you a receipt and place your security deposit in a bank account held specifically for this purpose. If you have paid your account on time and in full for a continuous 12-month period since first becoming a Tas Gas Retail customer we will credit the security deposit including interest to your Tas Gas Retail account. If you change your retail supplier so we no longer supply gas to you and you have paid your account in full we will refund your security deposit to you. We will only use your security deposit to offset an outstanding account if: Your gas supply has been disconnected due to failure to pay; Are no longer our customer and your final bill remains unpaid; or You choose to disconnect the gas supply and you request that we use your security deposit to pay any outstanding account. In these situations any remaining balance of the security deposit will be returned to you (including interest) within 10 business days from the date the offset took place. Your Natural Gas account will contain among other things: Contact details for enquiries regarding your account Emergency contact numbers A phone number specifically for contacting Tas Gas Retail if you are having trouble paying your account Your Natural Gas consumption for the account period clearly indicating if the amount is estimated Any adjustment that has been made to correct for an earlier estimate Your Natural Gas consumption for each account period in the past 12 months GST amount included in your account 6

7 Sample Account Gas emergency contact number Contact details if you are having trouble paying your bill or for enquiries regarding your account Your MIRN Your Natural Gas consumption for the billing period GST How to pay your bill 7

8 Service Charges Tas Gas may charge your account with service charges as detailed below. These charges include GST and may be reviewed annually. Domestic / Residential Supply Pressure Alteration POA Meter Testing (where found accurate) $ 110 Disconnection Requested by Tas Gas Retail $ 110 Disconnection Requested by Customer free Reconnection Business Hours $ 110 After Hours $ 275 Special Meter Reading Business Hours $ 110 After Hours $ 275 New Installation Minimum Charge* refer application Connection Fee Late Fee Other Services Requested by the Customer $ 50 $ 15 POA Commercial < 10,000GJ Supply Pressure Alteration Meter Testing (where found accurate) Disconnection Requested by Tas Gas Retail Disconnection Requested by Customer Reconnection Business Hours After Hours Special Meter Reading Business Hours After Hours New Installation Connection Fee Late Fee Other Services Requested by the Customer POA $ 330 $ 110 free $ 110 $ 275 $ 110 $ 275 POA $ 50 $ 15 POA Commercial > 1000GJ Price upon Request 8 All prices include GST. *The new connection fee will be confirmed to the customer prior to the distributor making the connection. It will depend on the length of the service line required and the load anticipated on the connection.

9 Disconnection & Reconnection The Tasmanian Gas Retail Code lays out conditions under which the retailer or the distributor may disconnect your Natural Gas supply. This section outlines Tas Gas Retail s rights and obligations to you under the Retail Code. Disconnection for non-payment Tas Gas Retail may request the distributor to disconnect your Natural Gas supply if any of the following has occurred: You have failed to pay your account within the timeframe specified in this Charter and a subsequent payment plan cannot be agreed between you and Tas Gas Retail. See payment plans on page 5. Tas Gas Retail has reasonable grounds to suspect you have committed an offence relating to the illegal use of Natural Gas. In this case the proposed disconnection must be reported to the Director of Gas Safety. You have requested or given your prior consent to the disconnection. Restrictions on disconnection If Tas Gas Retail has made a disconnection request and you then pay the outstanding account or make alternative payment arrangements (a payment plan) that are satisfactory to Tas Gas Retail, we will prevent the disconnection occurring if that is possible. However, a service fee may be charged. If the disconnection has been properly completed as a result of illegal use of Natural Gas by you, Tas Gas Retail may estimate the value of gas illegally used and recover from you that value (+ interest as approved by the Regulator). You are responsible for the payment of all costs incurred by Tas Gas Retail in relation to any disconnection or reconnection of your Natural Gas supply while you are our customer. Disconnection for other reasons Natural Gas may be disconnected for other reasons including but not limited to: A gas supply emergency Health and safety concerns At the direction of the Regulator You don t provide the distributor with safe access to the meter in accordance with the regulations Planned maintenance 9

10 Disconnection requested by the distributor The distributor may request disconnection of a customer under the Tasmanian Gas Distribution Code and other gas regulations. Where the timeframes allow, Tas Gas Retail will give you notice of any disconnection requested by the distributor within 5 business days of being notified by the distributor of the proposed disconnection. The Director of Gas Safety may request that the distributor immediately disconnects any unsafe installation. Reconnection As soon as any of the following arrangements have been made, Tas Gas Retail will request that the distributor reconnects your gas supply as soon as possible: The account is paid in full including interest A security deposit is received following a disconnection request A payment plan for your account has been agreed between you and Tas Gas Retail Tas Gas Retail may choose to impose a reconnection fee in relation to any of the arrangements detailed above. Tas Gas Retail will endeavour to secure your reconnection on the same day as you agree to one of the above arrangements with Tas Gas Retail, if that agreement is reached before 3.00pm. If an agreement is reached after 3.00pm, Tas Gas Retail will arrange for your reconnection to take place the next business day. On request, Tas Gas Retail will endeavour to have you reconnected the same day if an agreement is reached out of hours, but an additional fee will be charged. Tas Gas Retail will endeavour to meet these obligations; however, reconnection is undertaken by the distributor and as such Tas Gas Retail cannot effect a timely reconnection without the distributor s assistance. 10

11 Other Responsibilities Yours & Ours You need to Apply for a Natural Gas account using our Retail Gas Supply Agreement form Provide Tas Gas Retail with your contact details and adequate identification Provide Tas Gas Retail with your property details including the owner or agent if the property is rented Contact Tas Gas Retail and update your contact details or address as soon as they change Provide clear and safe access to your meter for meter reading and any other purpose related to this Charter Pay your account including any applicable connection or reconnection fees by the due date What we will do Tas Gas Retail will work with your distributor to provide accurate accounts Tas Gas Retail may change the Charter s Terms and conditions from time to time and review published tariffs annually. We will give you notice of any such change or change to regulation that may affect your account. Such notice may be provided by either electronic or written means, or may be published in the 3 major daily newspapers. Handle your account with integrity Review this Customer Charter annually Lodge a copy of this Charter with the Regulator Report annually to the Regulator on retail operations in Tasmania Fully comply with the conditions of our Gas Retail Licence and the Retail Code Changing your connection details If you change address, you must tell us at least 3 business days before you move so that we can finalise your account for your current supply address. If you fail to do so, you may be responsible for the cost of any Natural Gas consumed at that supply address for 3 business days after the date we receive such a notice from you. You may request we change the supply address on your account to your new address. If the connection is already available, Tas Gas Retail will make every effort to make the transfer of your account to the new supply address seamless. If Natural Gas is not currently available at your new address you may be required to pay a connection charge reflecting the costs of getting a gas supply to you. 11

12 How can I terminate my contract? The initial term of your supply agreement with Tas Gas Retail is 12 months unless otherwise agreed in the Retail Gas Supply Agreement (application form). At the end of that period we will continue to provide you with Natural Gas under the terms and conditions of this Charter. If you wish to terminate the contract you will need to provide Tas Gas Retail with 14 days notice in writing. If you have been disconnected for breaching our supply agreement, or where regulations permit, Tas Gas Retail may terminate this agreement by giving you 28 days notice in writing. By terminating this agreement, Tas Gas Retail is no longer obliged to sell you Natural Gas. You are obliged to pay any outstanding accounts including interest (as permitted by the Regulator) to Tas Gas Retail. What if I have an enquiry or complaint? Tas Gas Retail is committed to providing our customers with high quality, reliable service. If problems do arise we will work towards resolving them as soon as you contact us. Our aim is to resolve phone enquiries at the initial contact, and have written enquiries answered within 5 business days. If you are not satisfied with the resolution of the complaint, you may escalate your complaint. At any time during the complaints process, you may request for Tas Gas complaints procedure which includes the relevant internal escalation processes. If you still feel that the issue has not been resolved to your satisfaction you may choose to contact the Tasmanian Ombudsman whose contact details are included at the end of this Charter. Looking after your gas meter When you request a Natural Gas connection, the distributor will install the connection from its network up to your meter if the network is available at your address. Please remember that the network connection up to and including the gas meter remains the property of the distributor. You must provide safe, unhindered access to your meter for the distributor s employees or its representatives to undertake installation, meter reading, maintenance, connection, disconnection or any other task related to this Charter. These people will always carry or wear official identification and will show it to you upon request. This right of access will continue for 6 months after terminating this agreement to enable the distributor to remove 12

13 Other Rules That Apply its metering equipment from your premises if required. If you have a dog or there is something else at your supply address that may pose a danger or threat to these people, you must tell us and then take all necessary steps to ensure we have safe, unhindered access to the meter and any other network components. The meter installation is identified by a unique number called a meter installation registration number (MIRN). If you choose to change retailer you must quote your MIRN. This number will appear on all correspondence from Tas Gas Retail. This Customer Charter is a plain english summary of our formal terms and conditions, which are available upon request. These terms and conditions are subject to regulations governing retail sale and use of Natural Gas in Tasmania. Tas Gas Retail and you, the customer, both agree to abide by these terms and conditions unless specific agreements have been modified as permitted by the regulations. In particular, Tas Gas Retail must comply with the Retail Code issued by the Regulator. Our supply agreement cannot be inconsistent with the Retail Code, and Tas Gas Retail must maintain a current copy of the agreement with the Regulator. We may assign your account to another retailer providing they have met all regulatory and commercial requirements of the Regulator. You cannot assign your interest in your Retail Gas Supply Agreement to any other person. By signing the Retail Gas Supply Agreement you agree to abide by the terms and conditions contained in that document. This includes agreeing to be bound by governing law in Tasmania. Is my privacy protected? The information you provide Tas Gas Retail will be handled with integrity. Regulations and codes, such as the Reconciliation Code, may require that Tas Gas Retail provide information to the distributor specifically for the purpose of distributing Natural Gas to you. We may also provide details to other retailers, but only at your request. We will provide you with a copy of your personal information upon request. If you believe the information we have is incorrect, please notify us. Tas Gas Retail is committed to privacy in accordance with the Australian Privacy Principles issued by the Federal Privacy Commissioner. 13

14 Safety Tips Gas Safety Emergencies Gas leak or smell of gas in home Turn off supply at meter, open doors and windows, remove ignition sources, then contact your gasfitter. Gas leak or smell of gas in street or at meter Contact The Gas Emergency and Outage Number on If you can t reach this number on your mobile, call (02) or Disruption to supply Tas Gas Retail or Tas Gas Networks will contact you directly or via the media, depending on the circumstances. Definitions Fixed Charges This is the fee you pay each day regardless of how much gas you actually use. Customer Charter This document, which is required to provide a simple statement of the terms and conditions of retail gas supply. It is referenced in the Retail Code and monitored by the Regulator. Start Date The date specified in the Retail Gas Supply Agreement which will not be before the earliest date the distributor confirms your connection to the distribution network. Supply Address The physical address that the customer connection is made to. This is the address we will supply Natural Gas to. Due Date A date 12 business days after the issue of a retail account which is the date payment is due. Tasmanian Gas Retail Code or Retail Code The document issued by the Office of the Tasmanian Regulator that stipulates various conditions for gas retailers to abide by in dealing with retail accounts and customers. Gas Customer Transfer and Reconciliation Code The code established under section 38A(1) of the Gas Act 2000 to set out conditions for the transfer of a customer to a different retailer. Director of Gas Safety A person appointed by the Tasmanian Government to oversee all matters regarding safety of gas supply and installations. Tasmanian Ombudsman The Ombudsman provides free advice to customers who are unable to resolve problems with their gas retailer or network provider. Regulator The Regulator is the Director of Gas appointed under section 7 of the Gas Act Gas Supply Emergency An emergency situation is one that may affect one or more customers and includes gas production plants or transmission failure, civil emergencies, leaks and non-specification gas. Gas Supply Agreement An agreement with Tas Gas Retail to supply gas to you under the terms of this Charter. Formal terms and conditions available upon request. 14

15 Contact Details Gas emergency and outage 24-hour contact phone (including loss of gas supply) or Tas Gas Retail contact details Office Hours 8.30am to 5.00pm Phone Calls outside Tasmania (03) Fax (03) Street Address 42 St Leonards Road St Leonards, Tas 7250 Postal Address PO Box 858 Launceston, Tas Website If you are having trouble paying your account Office Hours Calls outside Tasmania (03) Energy Ombudsman Tasmania Phone Fax (03) Street Address 99 Bathurst Street Hobart 7000 Postal Address GPO Box 960 Hobart Tasmanian Economic Regulator Phone (03) Fax (03) Street Address Level 5, 111 Macquarie Street Hobart 7000 Postal Address GPO Box 770 Hobart Website 15

16 Tas Gas Retail PO Box 858, Launceston TAS 7250 Tel ABN

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