At your service. Your guide to Alinta and the Gas Customer Service Charter

Transcription

1 At yor service Yor gide to Alinta and the Gas Cstomer Service Charter

2 Contents Welcome to Alinta 4 Yor accont 8 Cstomer Service Charter 18 Yor gas service 29 Using gas safely 34 Using gas wisely 39 Alinta Assist 45 Alinta help directory 49 2 AT Y O U R S E R V I C E 3

3 Welcome to Alinta Yo ve made the right decision by connecting to gas it s one of the cleanest, most reliable, economical and efficient energy sorces available. At Alinta, we have a long history as Western Astralia s trsted energy retailer. We ve bilt or reptation by providing innovative energy soltions and competitive pricing, looking after the environment, and delivering the highest level of cstomer service. In this gide, yo ll find everything yo need to know abot sing gas in yor home. We ve also inclded or Gas Cstomer Service Charter, which explains how we ll provide yo with the best cstomer service. We hope yo find this gide sefl and we recommend yo read it together with or Alinta Sales Pty Ltd Standard Terms and Conditions, which contains the conditions of the contract between yo and Alinta. Yo can also read or Terms and Conditions on or website, To reqest a printed copy, please call s on Welcome to Alinta 4 AT Y O U R S E R V I C E WELCOME TO ALINTA 5

4 Cstomers with special needs Call for details on: Large print acconts for vision-impaired cstomers An accont reading service Bill smoothing TTY Phone Call this nmber if yo have hearing or speech difficlties and yo have access to a TTY [telephone typewriter] phone. Translating and Interpreting Service This service is for cstomers who don t se English as their first langage. 6 AT Y O U R S E R V I C E WELCOME TO ALINTA 7

5 Making sense of yor accont At Alinta, we follow The Gas Cstomer Code, which describes the kind of information we need to inclde with yor accont and how freqently we can isse acconts. Below is an overview of the items that appear on yor bill and what they mean. For frther details, please refer to a sample accont on the next page. 1 Amont owing The Amont De shown on yor bill is the fll amont yo need to pay on or before the de date. 2 Payment de date The payment de date is listed above the amont de on yor bill. Unless yo ve arranged an alternative payment arrangement with s, yo ll need to pay yor accont in fll on or before this date. 3 Accont nmber Yor accont nmber is located in the top-right corner on yor bill. For faster service, please have this nmber handy whenever yo call s. Yor accont 4 Accont Period The date range indicates the period of time for which yor accont was calclated. 5 Usage History Here, yo ll find yor average daily gas consmption, average daily cost and the service address where the gas was sed. 6 Meter reading and nmber Yo ll find yor most recent meter reading and yor meter nmber on the back of yor bill, at the top. 8 AT Y O U R S E R V I C E YOUR ACCOUNT 9

6 7 Gas spply charges This section on the back of yor bill details all of the charges sed in calclating yor accont. 8 Payment nmber Yor payment nmber is located at the bottom right of yor bill. Yo ll need to have yor payment nmber when yo make a payment. 9 Payment methods The available payment methods are located at the bottom on the front and rear of yor bill Yor address The address in the top-left corner is the postal address the bill is sent to, and may be different to the service address. The accont is addressed to the person(s) registered as the accont holder(s). If yo need to change yor postal address or the accont holder s details, please call s on Usefl phone nmbers If yo have any qestions abot yor accont or yo d like to report a falt, yo can call s on one of the nmbers listed at the top of yor bill AT YOUR SERVICE Y O U R A C C O U N T 11

7 Freqently asked qestions abot yor bill 1. How often will I receive a gas bill? Yo ll sally receive a gas bill every three months or once a month, depending on yor gas consmption. If yo re a new cstomer, yor first accont may be for a shorter period, depending on the meter reading cycle in yor area. 2. How can I calclate my next accont? If yo d like to have an estimate of yor next bill, simply write down the nmbers that appear on yor gas meter from left to right (some meters may only have for digits) and call s on We can then calclate the amont owing at that point and estimate the final amont de. If yo d like s to do a special meter reading and send yo an interim accont, a fee will be charged For more information, please refer to Yor gas meter on page What is an estimated accont? In Western Astralia, every gas meter mst have an actal reading taken from it at least once a year. If yor meter box is locked or obstrcted, or a meter reader can t access it becase of a dog, yor reading and accont will be estimated. If this happens, yor accont will be adjsted in the next billing period, provided we can access yor meter then. How to avoid receiving an estimated accont 1. Keep yor meter box clear of any obstrctions and, if yo have a dog, keep it away from yor gas meter. 2. If yo d like to keep yor meter box locked, se a WAS lock so the meter reader can easily access it. A WAS lock is a Western Astralian Services lock. It allows Alinta, Synergy and Water Corporation representatives to access gates and meter boxes sing the same kind of key. For more information, please refer to Access to yor meter on page What shold I do if I move hose? If yo re moving hose, yo shold let s know straight away so yo re not charged for any gas consmption at the property after yo move ot. To finalise yor accont, simply call s on or visit and look nder the Moving Hose section to find ot more. All we need is three bsiness days notice to read yor meter and prepare yor final accont. If yo think yor meter reading is incorrect, we can take another reading and let yo know the reslt within five bsiness days. If the original reading was correct, a fee will apply. How to pay yor accont To avoid overde fees, yo shold pay yor accont in fll by no later than the de date specified on yor bill. Yo can find the details of these fees on the back of yor gas bill. If yo think yo ll have troble paying yor bill, please let s know straight away to see how we can help. For residential cstomers A residential cstomer is a cstomer who pays the residential price nder Alinta Sales Pty Ltd s Standard Terms and Conditions. If yo are a residential cstomer, yo can pay yor accont sing one of the following convenient payment methods: 12 AT YOUR SERVICE Y O U R A C C O U N T 13

8 Credit card Yo can pay yor accont online sing yor Visa or MasterCard at Or yo can call and pay by credit card 24 hors-a-day. Payments made via credit card will incr a 0.7% [incl. GST] payment processing fee. The fee will appear on the next accont after the bill is paid. BPay BPay services are available over the phone and internet throgh yor financial instittion. To pay yor gas bill sing BPay, yo ll need or biller code [2733] and yor payment nmber, located in the bottom right-hand corner of yor bill. Direct debit With direct debit, yo can pay yor Alinta accont atomatically from yor nominated savings, cheqe or credit card accont. To set p direct debit, please call s on or apply online at Bill Smoothing Bill Smoothing is an easy way to stay on top of yor gas bills. If yo choose this payment option, the estimated cost of yor annal gas accont will be divided into twelve eqal monthly payments and taken ot of yor nominated bank accont or credit card. Please call s on to arrange Bill Smoothing for yor accont. Mail We can accept personal cheqes provided that yor first cheqe is cleared. Yo can send yor cheqe [made payable to Alinta] together with yor payment slip to: Alinta Locked Bag 1000 PERTH WA 6001 A fee will be charged if the cheqe is dishonored. Centrepay Centrepay is a volntary direct dedction service available throgh Centrelink. If yo receive eligible payments from Centrelink, yo can ask them to make atomatic payments to yor Alinta accont. To find ot more, visit or call Centrelink on the nmber yo d normally se. POSTbillpay Yo can pay in person sing cash, cheqe or EFTPOS at any post office. For bsiness cstomers A bsiness cstomer is a cstomer who pays the non-residential price nder Alinta Sales Pty Ltd s Standard Terms and Conditions. If yo are a bsiness cstomer, yo can pay yor bsiness accont sing one of the following convenient payment methods: BPay BPay services are available over the phone and internet throgh yor financial instittion. To pay yor gas bill sing BPay, yo ll need or biller code [2733] and yor payment nmber, located in the bottom right hand corner of yor bill. Mail We can accept cheqes provided that yor first cheqe is cleared. Yo can send yor cheqe [made payable to Alinta] together with yor payment slip to: Alinta Locked Bag 1000 PERTH WA 6001 A fee will be charged if the cheqe is dishonored. POSTbillpay Yo can pay in person sing cash, cheqe or EFTPOS at any post office. 14 AT YOUR SERVICE Y O U R A C C O U N T 15

9 The state government energy rebate The state government provides an energy rebate that is administered by Synergy and is for both gas and electricity. If yo have a government concession card sch as a Health Care Card, a Seniors Card [State Government], a Pensioner Concession Card or a Department of Veterans Affairs Card, yo re probably eligible for the state government energy rebate. To register for the rebate, please visit or call Going on holidays? If yo re going on holidays or will be away from yor home for a long period, there are a cople of things yo can do to make sre yor gas bills are paid while yo re away: 1. Call s on and let s know how long yo ll be away for. We ll then estimate yor gas consmption for that period so yo can pre-pay yor accont. Alternatively, yo can set p direct debit or Bill Smoothing and have eqal amonts taken ot of yor nominated accont each month [see page 14 for more information]. 2. Yo can redirect yor accont to a third party nominated by yo for the period yo re away. For more holiday tips, please refer to Save more with Alinta on page 40. If yo need to contact s while yo re in another state, please call dring WST bsiness hors, cstomer.services@alinta.net.a or visit the Contact Us page at Having troble paying? We can help. If yo re having troble paying yor gas bill, there are ways we can help. As tempting as it might be, don t ignore yor bill doing so may incr overde fees or even reslt in disconnection. Instead, call s as soon as yo realise there s a problem and we ll work with yo to pt together an achievable plan. If yo re a residential cstomer, there are a nmber of ways we can help: If yo are experiencing payment difficlties, we can give yo more time to pay as a short-term soltion. In addition, to make bdgeting easier for yo, we can set p a payment plan sch as Bill Smoothing. It doesn t cost yo any extra and it allows yo to pay a fixed amont each month towards yor gas bill. If yo are experiencing financial hardship and need frther assistance with bdgeting and bill payments, we can refer yo to a financial consellor or a consmer representative organisation. Please call s on before yor accont s de date so we can discss how we can help yo. 16 AT YOUR SERVICE Y O U R A C C O U N T 17

10 Or Cstomer Service Charter for small-se cstomers As a licensed gas provider, we follow the Gas Cstomer Code and have a Cstomer Service Charter for or small-se + cstomers in Western Astralia. The Gas Cstomer Code performs the following fnctions: It otlines yor main rights and obligations as a small-se cstomer, and some of or obligations as a gas retailer; It reglates the condct of gas marketing agents, retailers and distribtors; and It defines the standards of condct for the spply and marketing of gas to cstomers to protect yo from ndesirable marketing condct. The following section smmarises yor rights and obligations, and or obligations as a gas retailer nder the Gas Cstomer Code. If yo d like a copy of the Gas Cstomer Code, please visit or call s on Yo re considered a small-se cstomer if yo consme less than Cstomer Service Charter 1 terajole (TJ) of gas per year. As a gide, 1TJ of gas per year amonts to an annal gas accont of approximately $21, AT YOUR SERVICE C U S T O M E R S E R V I C E C H A R T E R 19

11 Or role as a gas retailer As a gas retailer, we re responsible for bying gas and then selling it to yo. We re also responsible for: Establishing and managing yor accont; Helping yo with yor accont enqiries; and Keeping yo informed abot isses relating to yor gas spply. The role of WA Gas Networks as a gas distribtor The gas distribtor, or the network operator, plays an important role in delivering gas to yor property. WA Gas Networks is the network operator in those areas of Western Astralia where we re licensed to sell gas. WA Gas Networks is responsible for: Operating and maintaining the eqipment that delivers gas to yo; and Managing and maintaining the gas distribtion network. Yor obligations as an Alinta cstomer It s important that yo se yor gas in a safe and responsible manner. As an Alinta cstomer, yo have some important obligations: The gas we spply to yor property can t be sed at another address. Likewise, the gas we provide at another address can t be sed at yor property. Yo may not spply gas to any other person nless yo have or agreement. For example, we might grant permission for mlti-residential complexes sch as apartment blocks. Yo mst not tamper with or bypass the meter at yor property, or allow anyone else to do so. Yo mst not prevent or hinder or or the network operator s representatives from accessing yor property to read yor gas meter. Reasons why yor gas spply may be disconnected We may ask the network operator to disconnect the gas spply to yor property for a nmber of reasons, inclding: If it s reqired for health and safety reasons, or by law; If yor accont hasn t been paid; If yo deny s or the network operator access to yor gas meter for at least 12 consective months; If yo obtain gas illegally; or For any other reason listed in yor gas spply contract. Sitations when yor gas spply may not be disconnected Except in the case of an emergency, there are some instances where we cannot disconnect yor gas spply. These inclde: If yo ve made a complaint to s, the network operator or the Energy Ombdsman, relating to the reason why yor gas is to be disconnected, and the complaint hasn t been resolved yet; If it s after 3.00pm on Monday to Thrsday; If it s a Friday, Satrday, Snday, pblic holiday or the bsiness day before a pblic holiday [except where we plan to only temporarily interrpt yor gas spply]. 20 AT YOUR SERVICE C U S T O M E R S E R V I C E C H A R T E R 21

12 Disconnection when yor bill hasn t been paid Overde acconts may reslt in disconnection, however, before we ask the network operator to disconnect yor gas spply, we will: Send yo a reminder notice; Contact yo personally by mail, fax or telephone; and If yo still haven t paid yor accont, send yo a written disconnection warning giving yo at least 10 bsiness days notice that we intend to disconnect yor gas spply. The Gas Cstomer Code details circmstances where we can t arrange for yor gas spply to be disconnected for failre to pay an accont. For example, if the amont otstanding is less than a specified amont and yo ve agreed to repay the otstanding amont or the otstanding amont doesn t relate to the spply of gas. If yo have troble paying yor gas bill, please call s on to see how we can help yo. Disconnection when we cannot access yor meter If we re nable to get access to yor gas meter in order to isse three consective bills, we ll do the following before asking the network operator to disconnect yor gas spply: Give yo at least five bsiness days written notice reqesting access to yor meter, and advising yo that we may need to disconnect yor gas spply; Give yo an opportnity to provide reasonable alternative access arrangements; and Attempt to contact yo personally and send yo a disconnection warning giving yo at least five bsiness days written notice that we intend to disconnect yor gas spply. To avoid possible disconnection, please make sre yor gas meter isn t locked or that access isn t obstrcted, inclding by a dog. Getting yor gas spply reconnected If yor gas spply is disconnected becase: yo haven t paid yor accont; yo haven t provided access to yor meter; or yo have sed gas illegally; yo can resolve the sitation and ask s to reconnect yor gas spply. We ll then ask the network operator to reconnect yor gas on: The same day, if yo make the reqest before 3.00pm on a bsiness day; or The next bsiness day, if we receive yor reqest after 3.00pm or on a Satrday, Snday or pblic holiday. Once we send a reqest to the network operator on yor behalf, the network operator mst reconnect yor gas spply within two bsiness days of receiving or reqest. Yo ll find more details on reconnecting yor gas spply in the Gas Cstomer Code. Information and commnication When yo call Alinta, or friendly cstomer service representatives will help yo with any of yor qeries, from setting p yor accont to advising yo how to re-light the pilot light on yor gas appliances. Or service commitment to yo Or aim is to answer yor call within 20 seconds. If yo phone s dring a bsy period, we may need to place yor call in a qee and attempt to retrn to yo as soon as we can. 22 AT YOUR SERVICE C U S T O M E R S E R V I C E C H A R T E R 23

13 Understanding yor gas tariffs The price yo pay for yor gas [the tariff] can either be set by government reglation or specified in yor contract. If yor tariff is set by government reglation, we ll always notify yo of any changes that affect yor tariff. If yor tariff is specified in yor contract, the amont may vary depending on yor contract. We ll let yo know abot any pricing changes in writing. The Gas Cstomer Code otlines some procedres for sitations when we ndercharge or overcharge or cstomers for gas sage, and limits or rights to recover ndercharged amonts from or cstomers. If yo d like to find ot more abot these procedres, please call s on How we provide information to yo We may vary or Cstomer Service Charter, or Alinta Sales Standard Terms and Conditions and the information contained in this gide from time to time, bt we ll always advise yo of any changes to yor rights or obligations as an Alinta cstomer. If yo ask s for advice on how to se yor gas efficiently, we ll be happy to provide yo with energy-saving tips, inclding typical rnning costs of major gas appliances. We welcome yor feedback At Alinta, we re committed to delivering the highest level of service to yo. If or efforts don t meet yor expectations, we d like to know abot it so we can prevent it from happening again. We also vale yor positive feedback! Yo can provide yor feedback and sggestions sing the following contact details. Call s on Send yor comments to: The Manager, Cstomer Services Alinta, Locked Bag 55, Perth WA 6849 Send a fax to s on cstomer.services@alinta.net.a What yo shold do if yo have a complaint Or complaint handling policy was developed in accordance with the Astralian Standard on Complaints Handling and the Gas Cstomer Code. Or policy addresses how we deal with complaints, how we distingish general qeries from complaints, and how and when we respond to yo if yo lodge a complaint. If yo d like to make a complaint, or cstomer service centre shold be yor first point of contact. Or friendly staff are trained to handle and resolve disptes, so yor complaint will be addressed dring yor initial conversation. To find ot more abot or complaints handling process, please call s on AT YOUR SERVICE C U S T O M E R S E R V I C E C H A R T E R 25

14 What we ll do to help resolve yor complaint If we re not able to resolve yor complaint immediately, it will be escalated. We ll then respond to yo within seven bsiness days of receiving the escalated complaint, or sooner. To help resolve yor complaint, we ll involve relevant people within Alinta, inclding senior management when necessary. As part of or service commitment to or cstomers, we follow these standards: If yo sbmit a complaint abot Alinta or one of or service providers, we garantee that it will be taken seriosly and flly investigated. If yo write to s, yor complaint will be answered within seven bsiness days. If yo call s, we ll attempt to resolve yor complaint on the spot. If we re nable to provide an answer to yo immediately, we ll call yo back at an agreed time or give yo the name and nmber of the best person to help yo. How yo can contact the Energy Ombdsman If yo re not satisfied with the resoltion of yor complaint, yo can contact the Energy Ombdsman, an independent external dispte resoltion body which helps to mediate and resolve cstomer disptes. There s no charge for yo to se this service. Yo can contact the Energy Ombdsman for Western Astralia sing the details below: Phone: Freecall: [mobiles charged at applicable rates] energy@ombdsman.wa.gov.a Online: Privacy and confidentiality At Alinta, yor privacy is important to s. As part of or privacy and confidentiality policy, we will: Keep yor information confidential. Only se yor information for or bsiness prposes. For example, we may provide it to the network operator, credit agency, the stock exchange or to other reptable parties in order to flly investigate complaints. Never provide yor information to anyone else nless we re reqired to do so by law or if yo give s yor permission to do so. From time to time, we may send yo promotional offers in conjnction with third parties. These promotional offers are developed in line with yor needs, bt if yo d prefer not to receive them, please let s know by calling For more information Yo can find ot more abot yor gas spply from the following sorces: Economic Reglation Athority Phone: Office of Energy Phone: Energy Safety [Department of Commerce and Employment Protection] Phone: AT YOUR SERVICE C U S T O M E R S E R V I C E C H A R T E R 27

15 If yo wold like a copy of the Energy Coordination [Cstomer Contracts] Reglations 2004 [WA], please visit The reglations otline the matters that need to be addressed in yor contracts within the gas indstry. There is also a wide range of legislation in place to govern the gas indstry in Western Astralia. This incldes the: Energy Coordination Act 1994 [WA]; Energy Operators [Powers] Act 1979 [WA]; Gas Standards Act 1972 [WA]; and Energy Safety Act 2006 [WA]. If yo wold like information abot those or other relevant docments [or copies of them], please visit the Office of Energy website at or the State Law Pblisher website at Yor gas service 28 AT YOUR SERVICE Y O U R G A S S E R V I C E 29

16 Yor gas meter Yor gas meter is sally located in a metal meter box at the front of yor hose or property. It may be in a gas-only or combined gas and electric meter box. Yor gas meter remains the property of WA Gas Networks. The network operator is responsible for maintaining yor meter and the service pipe, which brings the gas in from the gas main in the street to the meter on yor property. ELECTRIC GAS Gas only Gas/Electric Yor meter needs to be easy to access It s important that yor meter is easy to access so it can be read, or yor gas can be switched off qickly in an emergency. Access to yor meter shold not be obstrcted by fences, garage doors, shrbs or dogs. If yor meter is located behind a locked gate, or if yo d like to lock yor meter box, yo need to se an Alinta-approved lock sch as a Western Astralian Services [WAS] lock. A WAS lock allows Alinta, Synergy and the Water Corporation representatives to access gates and meter boxes sing the same kind of key. For more information, call s on or check with yor local locksmith. Or powers in the event of an emergency In an emergency sitation, it s essential that we [and the network operator] can take the necessary action to protect yo and the wider commnity. The government has given s certain directives and powers [nder the gas trading licence] and legislation to gide what we can and mst do in an emergency. Under these emergency powers, we [and the network operator] can enter yor property when: Malfnction, misse or improper se of network eqipment or yor eqipment creates a danger, or perceived danger, or injry or damage to people or property. Yor gas spply needs to be started or restored rgently. There has been damage to or interference with the network eqipment. Any other emergency sitation exists. After entering yor property where there is a perceived danger, we [and the network operator] can: Remove any network eqipment. Repair or restore any network eqipment. Trn off yor gas spply. We [and the network operator] also have the power to interrpt, sspend or restrict the spply of gas: In the event of an accident, emergency, potential danger or any other navoidable case. To redce the risk of fire. To avoid or stop an emergency sitation. To protect the network eqipment. To comply with the law. In an emergency, or first priority is to ensre yor safety and the commnity s safety. 30 AT YOUR SERVICE Y O U R G A S S E R V I C E 31

17 Be carefl with yor property s gas service pipes Yor gas service pipes connect yor property to the gas pipeline in the street. If yo accidentally damage the gas service pipes, yo cold face expensive repair costs, and case a disrption to yor gas spply and the gas spply at srronding properties. Here are some simple tips to help yo avoid damaging yor gas service pipes: 1. Plan yor garden Reliability of yor gas spply We and the network operator will endeavor to provide a reliable spply of gas to yo. However, there may be times when we may need to interrpt yor spply for maintenance or repairs, installation of a new spply to another cstomer, in an emergency, or for health and safety reasons. If the interrption is nplanned, yo can call the Falts and Emergency Line on at any time to find ot the details of the interrption and how long it s expected to last. Or service commitment to yo Keep trees away from the gas service pipes as roots can case damage. Don t redce the garden depth by removing soil. 2. Know yor gas meter and gas pipes location In older sbrbs, yor gas service will rn directly from the gas meter to the street. It may be a galvanised steel or yellow PVC pipe. The galvanised pipe may also be inserted with PVC or PE pipe. In newer sbrbs, yor service cold rn directly from the gas meter to the street or diagonally across the front of yor property. It may be yellow PVC or PE piping with a black stripe. All gas services shold be at least 600mm deep, except older galvanised piping. Check to see if the gas service details are in yor meter box. Service If we interrpt yor gas spply withot warning... If yo lose yor gas spply throgh a falt or emergency +... If we have to interrpt yor gas spply for planned maintenance... Standard...and yo ask s for details, we ll provide yo with a written explanation for any nplanned spply interrption within 10 bsiness days....the network operator will arrive at yor premises within three hors of receiving yor call. In the meantime, or trained representatives will advise yo what actions yo shold take....the network operator will try to give yo at least for bsiness days notice and explain how or plans will affect yo. If yo accidentally damage yor gas service pipes, or if yo smell gas, call the Falts and Emergency Line on , 24 hors-a-day, 7 days-a-week. + In case of emergency, please call the Falts and Emergency Line on For more information abot gas leaks, please refer to the Gas Leaks section on page AT YOUR SERVICE Y O U R G A S S E R V I C E 33

18 Gas safety tips Natral gas and liqefied petrolem gas [LP gas] are safe, efficient and environmentally-friendly fels. Bt, like all fels, they mst be treated with care. Both of these gases are given an artificial odor to make them easy to detect in case of a leak. Natral gas Natral gas is a colorless, odorless fossil fel consisting of a mixtre of gases, mainly methane. It s lighter than air, it isn t poisonos and, at the right concentration in air [sally 5-15%], it can be ignited. LP gas LP gas is prodced dring the oil refining process or extracted dring the natral gas process. It consists mainly of propane and a small qantity of btane. It s heavier than air, it isn t poisonos and, at the right concentration in air [sally %], it can be ignited. Gas leaks Here s what yo shold do if yo smell gas: Using gas safely 1. Avoid flames and sparks don t light matches or cigarettes. Don t se electrical switches, appliances or mobile phones. Never light a gas appliance if yo detect gas odor. 2. Trn off all gas appliances, making sre the pilot light [a small flame that lights the main brner] has gone ot. 3. Open all windows and doors to disperse the gas. If yo se LP gas, yo shold take extra care to ventilate confined spaces, basements and other low-lying locations where pockets of gas may collect before attempting to re-light yor gas appliances. This is important becase nlike natral gas, which is lighter than air, LP gas is heavier than air and reqires more ventilation. 34 AT YOUR SERVICE U S I N G G A S S A F E LY 35

19 4. If yo still smell gas or yo think gas is escaping even after all appliances have been trned off, yo shold switch off the main gas spply tap and immediately call the Falts and Emergency Line on , 24 hors-a-day, 7 days-a-week +. How to trn ON the main gas spply tap: ON ON ON + If the property owner is responsible for the damage to the gas main or service, they may incr the repair costs. ON ON How to trn OFF the main gas spply tap: OFF OFF OFF OFF OFF 1. Check that all appliance controls and pilot lights are trned off. 2. Retrn the main gas spply tap to the ON position [see diagrams above]. If yo have a gate valve, trn the wheel anti-clockwise to open the valve. 3. Re-light pilot lights, following the manfactrer s written instrctions. 1. Important: First, yo shold trn off all appliance controls and pilot lights. 2. Then, trn the main gas spply tap to the OFF position. The main gas spply tap is located near the gas meter, sally in the meter box. The diagrams on this page show the OFF positions for varios types of gas taps. If yo have a gate valve, trn the wheel clockwise to close the valve. Installing yor gas appliances When yo by a gas appliance, yo shold make sre it s approved by the Astralian Gas Association and bears an approval label. Installation of any gas appliance, inclding additional pipework, shold only be carried ot by a licensed gas fitter. Once yor appliance has been installed, read the manfactrer s instrctions careflly to learn how to se yor gas appliance correctly. If yo need to have a new gas appliance installed, call Alinta Assist on or look p a licensed gas fitter in yor paper or a bsiness directory. [See page 45 for more information abot Alinta Assist.] 36 AT YOUR SERVICE U S I N G G A S S A F E LY 37

20 Servicing yor gas appliances Jst like a car, yor gas appliances need to be serviced reglarly to make sre they contine operating safely and efficiently for many years. Generally, yo shold have yor appliances serviced every 12 months or as per the manfactrer s instrctions. Servicing work on any gas appliance shold only be carried ot by a licensed gas fitter. To book a service, call Alinta Assist on or look p a licensed gas fitter in yor paper or a bsiness directory. [See page 45 for more information abot Alinta Assist.] Using gas wisely 38 AT YOUR SERVICE U S I N G G A S W I S E LY 39

21 Save more with Alinta Most of yor energy se comes from heating water, cooling and heating yor home, and cooking. Using gas can make a big difference to yor energy bills and the environment and, by making a few small changes arond yor home or office, yo can save even more. Typical energy se in WA hoseholds Heating and Cooling Water Heating Refrigeration Cooking Lighting Other [Sorce: Sstainable Energy Development Office, 2007] Have yor appliances serviced reglarly Servicing yor appliances reglarly by a licensed plmber or gas fitter will help ensre that they re working safely and efficiently. Yo can check yor appliance s servicing reqirements in the manfactrer s booklet or contact the manfactrer to find ot what yo need to do. To book a service, call Alinta Assist on or look p a licensed gas fitter in yor paper or a bsiness directory. [See page 45 for more information abot Alinta Assist.] Redce yor home heating costs in winter Yo can ct yor home heating costs by following these simple steps: Open crtains on north-facing windows to captre the winter sn. Keep doors to cooler rooms like bathrooms and landries closed. Use crtains, pelmets or heavy blinds on windows to keep heat inside. Install ceiling inslation to retain heat. Prevent draghts by fitting weather strips to windows and doors. Choose a heater that sits the size of a room a small room only needs a small heater. Don t overheat yor hose set yor thermostat by one degree less and save. Rn a ceiling fan on low speed to help circlate the warm air. Keep yor heater clean of dst or flff. Save on hot water Make sre the temperatre or season setting on yor hot water system is correct so yo don t overheat yor water. If yo have a storage system, yo can install water-saving showerheads. Check yor hot water system and taps for leaks. If yo find a leak, yo can arrange for a licensed plmber or gas fitter throgh Alinta Assist on or throgh yor paper or bsiness directory. [See page 45 for more information abot Alinta Assist.] Whenever possible, se cold water to do yor landry and only trn on yor washing machine or dishwasher when it s fll. 40 AT YOUR SERVICE U S I N G G A S W I S E LY 41

22 Redce costs with heated swimming pools and spas Cover yor swimming pool or spa when yo re not sing it to retain heat. Shop arond for the highest energy rating Look for this Gas Energy Rating label when bying new gas appliances. The more stars an appliance has, the less energy it ses and the less it costs to rn. Holiday tips If yo re going away, do one of the following: switch off yor hot water system, trn the thermostat to vacation or trn it to its lowest setting. If yo plan to be away for an extended period, switch off yor gas meter to prevent any gas consmption. See Using gas safely on page 34 for instrctions on how to do this. Installing a new hot water system Heating water in yor home ses a lot of energy, so it makes sense to install an energy-efficient gas hot water system. If yo d like to switch to gas or replace yor existing system with a new one, we can help. Simply call Alinta Assist on and we can arrange to have a new, reliable gas hot water system installed in yor home. [See page 45 for more information abot Alinta Assist.] Why is my accont higher than sal? If yo receive an accont that s higher than yo expected, there might be a simple explanation. Cold weather In cold weather, most homes se more energy. The hot water system has to work harder to heat water, many of s take longer showers and we se room heaters more. Changes in yor hosehold For more information on energy saving tips, visit Have yo had someone stay with yo or move into yor home? More people mean more showers, cooking and washing. Are yo spending more time at home? If yo retire or stay at home dring leave, yor gas consmption is likely to increase. 42 AT YOUR SERVICE U S I N G G A S W I S E LY 43

23 Are any of yor gas appliances leaking? Falty appliances can increase yor gas sage, especially leaking hot water systems and taps. Did yo by a new gas appliance? Additional appliances will affect the amont of gas yo se. Was yor accont estimated? If or meter reader can t access yor meter becase it s locked or obstrcted, inclding by a dog, yor accont will be estimated based on yor previos meter history. To find ot more, see What is an estimated accont? on page 12 and Access to yor meter on page 30. Is the meter reading correct? It s possible that yor meter has been read incorrectly. Yo can check this yorself by taking yor own meter reading [see How to calclate yor next accont on page 12 for more information] and then calling s on to confirm the reading on yor accont. We can take another reading of yor meter at yor reqest, however, a fee will apply if or initial reading is fond to be correct. Are there more days on the accont? Compare the nmber of days on yor crrent accont with yor accont for the same time last year. If there are more days on yor crrent accont, it s likely yor accont will be higher. For a direct comparison, look at the average daily gas consmption on yor accont. Alinta Assist Have yo been away on holidays? Even when yo re not at home, yor gas appliances might contine to operate, particlarly yor storage hot water system or yor heated swimming pool with atomatic timer. Use the vacation setting on yor hot water system and trn off the atomatic timer on yor pool next time yo go away. For more holiday tips see Save more with Alinta on page AT YOUR SERVICE A L I N T A A S S I S T 45

24 Help from trades people yo can trst When yo need help sorcing, installing, servicing or repairing the energy appliances arond yor home, yo need advice and workmanship that yo can trst. The Alinta Assist team can help yo with expert advice from qalified trades staff who arrive on-time and clean p after the job is done. Alinta Assist s hassle-free services inclde: Hot water Expert advice Convenient finance and payment packages + Competitive prices and leading brand names Emergency hot water replacement service Like-for-like replacement or replacement from electric and solar to gas Hot water servicing + Conditions apply. Sbject to lending criteria. Fees and charges apply. Gas fitting New hot water system, cooker, heater or barbece installations Emergency repairs to yor gas appliances Servicing of gas appliances to ensre they contine to rn smoothly Plmbing New hot water system, sink, washing machine or dishwasher installations Emergency repairs to blocked drains, pipes and appliances Servicing of plmbing and plmbed appliances to ensre they contine to rn smoothly Electrical work Safety switches and srge protector installations New appliance installations New power point installations Ceiling fans or light installations Emergency electrical repairs Servicing of electrical appliances to ensre they contine to rn smoothly Environmental Soltions Greywater system and rainwater tank installations Flow-saving device installations on taps and showers Star-Rating Home Consltations to assess yor water, energy, waste and transport se and provide a personalised action plan From emergency repairs to expert advice on appliances, Alinta Assist offers a complete service for yor home. Same Day Emergency Service Call the Alinta Assist team on before midday for same-day emergency service for: Hot water replacement Complete power loss [exclding blackots] Blocked sewer drains Leaking pipes Gas leaks Free qotes Yo ll receive a free qote over the phone, or on-site, from an Alinta Assist expert before any work begins. 46 AT YOUR SERVICE A L I N T A A S S I S T 47

25 Convenient payment terms Alinta Assist accepts cash, credit card and EFTPOS. Ask abot the convenient payment plans for hot water replacements and other gas appliances +. + Conditions apply. Sbject to lending criteria. Fees and charges apply. Garanteed workmanship Alinta Assist s work comes with a 12-month workmanship garantee on all gas, plmbing and electrical work and a 3-month workmanship garantee on appliance repairs. Call Alinta Assist today If yo live in the Perth metropolitan area and wold like to learn more abot Alinta Assist s services, please call or visit Alinta help directory 48 AT YOUR SERVICE A L I N T A H E L P D I R E C T O R Y 49

26 Alinta help directory Enqiries Call Monday to Friday dring bsiness hors [local call fee from anywhere in the state exclding mobiles] for the following: Accont enqiries New acconts Mail Alinta Locked Bag 55 PERTH WA 6849 Online Final acconts Transfer of acconts Payment of acconts New connections Falts and Emergency Line hors every day [local call fee from anywhere in WA exclding mobiles] Reconnections Emergencies Alinta Assist No gas Other prodcts and services Smell of gas Sggestions and concerns If yo re away and need to contact s from within Astralia, please call dring normal bsiness hors [WST], cstomer.services@alinta.net.a or choose the Contact Us option on or website. cstomer.services@alinta.net.a [residential] energysales@alinta.net.a [bsiness] Facsimile Freefax is available 24 hors, every day Final acconts New accont applications Total Asset Management Pty Ltd [TAM] trades as Alinta Assist and is a franchisee of Alinta Sales Pty Ltd operating to Alinta s high standards of service qality. Alinta Assist is an Alinta trademark sed nder licence by TAM. PL 1625 EC Alinta Assist operates only in the Perth Metropolitan area and Mandrah. 50 AT YOUR SERVICE A L I N T A H E L P D I R E C T O R Y 51

27 Alinta Sales Pty Ltd ABN Locked Bag 55 Perth WA 6849 T F cstomer.services@alinta.net.a DJW_GAS CUST CHARTER_JAN 2010