Bills. 4.1 Where and when bills are sent a) We’ll send your bills to the mailing or e-mail address you tell us. If we don’t have a valid e-mail or mailing address for you, we’ll mail your bills to your Premises and you’ll be deemed to have received them. You may need to pay a fee for us to mail bills. b) We’ll bill you monthly if the circumstances allow it. We’ll always bill you at least every three months or, if you are a Victorian gas customer, at least every two months. We may change the billing period by notice to you. 4.2 Bills based on meter readings a) We’ll usually base your bills on readings of your meter and will try our best to arrange for a meter reading from your Distributor at least once every 12 months. b) If allowed by Law, we may base a bill on an estimate of your Energy usage. We’ll show this on your bill and adjust a later bill for the difference between our estimate and your actual Energy usage. c) If you ask us to, we’ll replace an estimated bill with one based on a meter reading. We may apply a fee for doing this. 4.3 You can ask for your bill to be reviewed a) You can ask us to review your bill. While we work through that (in accordance with our standard complaints and dispute resolution procedures), we may require you to pay the bill (or some of it). b) You can ask us to have your meter or meter data tested. You may have to pay for the cost of the test in advance if the Law permits. If the test finds that the meter or meter data is faulty and you have paid in advance we’ll refund any amount you’ve paid for the test. If the test finds that the meter and meter data is not faulty and you have not paid for the cost of the test in advance then we may require you to pay for the cost of the meter test. c) If a review uncovers an error, we’ll adjust the bill. Otherwise, you must pay the unpaid amount of the bill.
Appears in 2 contracts
Bills. 4.1 Where and when bills are sent
a) We’ll send your bills to the mailing or e-mail address you tell us. If we don’t have a valid e-mail or mailing address for you, we’ll mail your bills to your Premises and you’ll be deemed to have received them. You If permitted by Laws, you may need to pay a fee for us to mail bills.
b) We’ll bill you monthly if the circumstances allow it. We’ll always bill you at least every three months or, if you are a Victorian gas customer, at least every two months. We may change the billing period by providing 20 Business Days’ notice to you.
4.2 Bills based on meter readings
a) We’ll usually base your bills on readings of your meter and will try our best to arrange for a meter reading from your Distributor at least once every 12 months.
b) If allowed by Law, we may base a bill on an estimate of your Energy usage. We’ll show this on your bill (and, if applicable, show that the estimate is based on your reading of the meter) and adjust a later bill for the difference between our estimate and your actual Energy usage.
c) If you ask us to, we’ll replace an estimated bill with one based on a meter reading. We If permitted by Law, we may apply a fee for doing this.
d) If you do not have a meter at your Premises, then we will base your bill on energy data that is calculated in accordance with the relevant Laws.
4.3 You can ask for your bill to be reviewed
a) You can ask us to review your bill. While we work through that (in accordance with our standard complaints and dispute resolution procedures), we may require you to pay the undisputed amount toward the bill (or some of it)in accordance with Laws.
b) You In asking us to review the bill, you can also ask us to have your meter tested or your meter reading or meter data testedchecked. You Where permitted by Laws, you may have to pay for the cost of the check or test in advance if the Law permits. If the test finds it shows that the meter or meter metering data is faulty and you have paid in advance we’ll refund any amount you’ve paid for the test. If the test finds that the meter and meter data is was not faulty and you have not paid for the cost of the test in advance then we may require you to pay for the cost of the meter testor incorrect.
c) If a review uncovers an errorthat the bill is incorrect, we’ll adjust the billbill in accordance with clause 4.4. Otherwise, you must pay the unpaid amount of the bill.or clause
Appears in 1 contract
Samples: Energy Supply Agreement
Bills. 4.1 Where and when bills are sent
a) We’ll send your bills to the mailing or e-mail address you tell us. If we don’t have a valid e-mail or mailing address for you, we’ll mail your bills to your Premises and you’ll be deemed to have received them. You may need to pay a fee for us to mail bills.
b) We’ll bill you monthly if the circumstances allow it. We’ll always bill you at least every three months or, if you are a Victorian gas customer, at least every two months. We may change the billing period by notice to you.
4.2 Bills based on meter readings
a) We’ll usually base your bills on readings of your meter and will try our best to arrange for a meter reading from your Distributor at least once every 12 months.
b) If allowed by Law, we may base a bill on an estimate of your Energy usage. We’ll show this on your bill and adjust a later bill for the difference between our estimate and your actual Energy usage.
c) If you ask us to, we’ll replace an estimated bill with one based on a meter reading. We may apply a fee for doing this.
4.3 You can ask for your bill to be reviewed
a) You can ask us to review your bill. While we work through that (in accordance with our standard complaints and dispute Customer Care: 13 88 08 resolution procedures), we may require you to pay the bill (or some of it).
b) You can ask us to have your meter or meter data tested. You may have to pay for the cost of the test in advance if the Law permits. If the test finds that the meter or meter data is faulty and you have paid in advance we’ll refund any amount you’ve paid for the test. If the test finds that the meter and meter data is not faulty and you have not paid for the cost of the test in advance then we may require you to pay for the cost of the meter test.
c) If a review uncovers an error, we’ll adjust the bill. Otherwise, you must pay the unpaid amount of the bill.
Appears in 1 contract
Samples: Energy Supply Agreement
Bills. 4.1 Where and when bills are sent
a) We’ll send you a bill via email (or post, if requested) as soon as possible after the end of each billing cycle. In calculating your bills bill, we’ll take into account: • The energy you’ve used at the premises during the billing period. • for electricity, we’ll use information from meter readings where available or an estimate if required (including your own self read if permitted) in accordance with the laws and rules; and • for gas, which is unmetered, in accordance with your hot water volume usage, as disclosed in the basic plan information document (BPID); • Fees and charges for any other services provided under this Contract during the billing cycle; • Charges payable for the Network Services we provide to you (see Network Charges for additional information below). This may include connection charges if you have requested a new connection; and • Any pre-payment, credit balance or outstanding balance on your account. Where required, you provide explicit informed consent for us basing a bill on the mailing estimation of your electricity use. We may use an estimate where the amount of electricity you’ve used if your meter can’t be read. This will also be the case if we don’t receive your meter data from a metering provider when it’s due, if your meter could not be read, or e-mail address you tell usif we believe that the meter data we have been provided is inaccurate. If we send a bill based on an estimate, we’ll make that clear on the bill. We will also adjust your bill on a retrospective basis once we have actual meter data. If you don’t have an ‘interval meter’ installed, and you have been sent a bill based on an estimate, you have the right to request an adjusted bill based on your reading of the relevant meter and providing us with your estimate before the due date for payment of the bill. This ‘self-read’ estimate will only be accepted by us if it is carried out in accordance with the procedure provided by us and the laws and rules. If you don’t have a valid e-mail ‘smart’ meter and your meter is due to be read only quarterly, we will agree with you a bill smoothing plan. This will mean you pay the same amount each week, fortnight or mailing address for youmonth (as agreed between us), and the amount will be based on your average expected spend in that period. We will reconcile your payments with your usage when we receive meter data, which is likely to be monthly. When we do this we’ll tell you if there’s an outstanding balance on your account. If there is, we’ll mail ask you to make a one-off payment so that your account is up to date. Under bill smoothing plans, weekly, fortnightly or monthly instalments (as agreed between us) are due at the start of each instalment period in respect of energy usage in that period. We do not pay interest on payments made in advance of usage. Our charges for supplying electricity include components for: (a) the Network Services we provide to you in connection with the site network; and (b) for the amounts charged to us by your distributor (“distributor charges”) for the delivery of energy to the site. If you choose to buy your electricity from a different retailer, we will continue to bill you directly for the Network Services and distributor charges, unless we reach another agreement with that retailer. This would mean that you will receive two bills, one from us for Network Services, distributor charges, and other services and one from your new retailer for electricity supply. The distributor charges will be the same as what you would have paid your local electricity distributor if your premises had been connected directly to their network and the overall Network Services will not exceed what we are permitted to charge under the relevant exemption. Paying your bill If you have a basic meter, we will send you three months and require fixed monthly payments of an amount agreed by us. If you have a remotely-read meter we will send you bills each month. You must pay the total amount owing on each bill, including GST, by the due date specified on the bill. Under this Contract the due date will be no less than 14 business days from the date we issue the bill. You must also pay, by the due date, any additional charges under the terms of this Contract as detailed on your bill. Under this Contract we will process payment in full for your bill or monthly instalments on the due date. If you’re on a smooth pay arrangement and there is an outstanding amount at the quarterly true up (meaning the difference between the amount you have already paid and the amount payable with reference to your Premises usage) then this outstanding amount will be deducted to bring your energy account up to date, using your Direct Debit or Debit Card details that we securely hold. We may charge a fee as outlined in the basic plan information document and as permitted by the laws and rules for payments made by any other means, including by credit card and debit card, and for late payment. For residential customers outside Victoria, if you have told us that you’ll ’re having difficulty paying your bill, we will offer you the option of paying your bill under a payment plan. However, this option will not be deemed available if you have had two instalment plans cancelled in the previous 12 months due to non-payment or if you have received thembeen convicted of an offence involving illegal use of energy in the previous 2 years. You may need also be eligible for assistance under our Hardship Policy, which can be found on our website: xxxxxxxxxxxxx.xxx.xx/xxxxxx-xxxxxxxxxxx-xxx-xxxxxxxx-xxxxxx For residential customers in Victoria, we have a range of standard assistance available to help you meet you pay a fee for us to mail bills.
b) We’ll bill you monthly if the circumstances allow it. We’ll always bill you at least every three months or, if you are a Victorian gas customer, at least every two months. We may change the billing period by notice to you.
4.2 Bills based on meter readings
a) We’ll usually base your bills on readings time. This includes options for making payments at different intervals and paying for energy use in advance. You can find more information on standard assistance available to you on our website: xxxxxxxxxxxxx.xxx.xx/xxxxxx-xxxxxxxxxxx- and-hardship-policy For residential customers who are in arrears in Victoria, we have a range of tailored assistance available in accordance with our Hardship Policy and the laws and rules. Metering Depending on your meter and type of meter, we will try use our best endeavours to arrange for a meter reading from your Distributor read it either monthly or quarterly but at least once every 12 months.
b) , as a minimum. You must permit safe, convenient and unhindered access to your meter for meter installation, connecting, disconnecting, reading, testing, maintenance, inspection or altering any metering installation. If allowed we receive meter data that shows we didn’t charge you enough, we’ll let you pay the undercharged amount in instalments over the same period of time that the meter was not read for (if less than 12 months). If for some reason the meter couldn’t be read for more than 12 months, we’ll spread the undercharged amount over the following 12 months, as long as there was clear access to the meter during the period in which it should have been read. The maximum amount we can recover from you is limited to the amount that has been undercharged in the 9 months immediately before we notify you, unless the undercharge is your fault, or results from your unlawful act or omission. We will not charge you interest on the undercharged amount. If new meter data shows that we overcharged you by Lawless than $50 for electricity and $25 for gas and if you have already paid that overcharged amount, we may base a bill on an estimate of will credit that amount to your Energy usagenext bill. WeIf the overcharge was $50 or more for electricity and $25 for gas, we will inform you via email within 10 business days and if you’ve already paid that amount, we’ll show this on credit it to your bill and adjust a later bill for the difference between our estimate and your actual Energy usage.
c) next bill. You can also ask us to refund it sooner. If you ask us tofor your meter to be checked or tested and the meter is found not to be faulty or incorrect we will require you to pay the cost of the check or test. When a new meter is required to be installed at your premises, we’ll replace an estimated bill we will seek to agree with one based you on a meter readingtimeframe that will suit both of us for installation. If we cannot agree, the timeframes specified in the National Electricity Rules will apply. Security deposits We may apply a fee for doing this.
4.3 You can ask for your bill to be reviewed
a) You can ask us to review your bill. While we work through that (in accordance with our standard complaints and dispute resolution procedures), we may require you to pay a security deposit. The amount and circumstances of the bill (deposit will be in accordance with the relevant laws and rules. We will not require a security deposit if you are a customer on our Hardship Policy or some of it).
b) You can ask were previously on a Hardship Policy in relation to the premises. We will pay you interest on the security deposit at a rate and on terms required by the relevant laws and rules. We may use your security deposit and any interest earned on it to reduce an amount you owe us to if you have your meter or meter data tested. You may have failed to pay for a bill, in accordance with the cost of the test in advance laws and rules. We’ll let you know if the Law permitsthis happens. If we no longer require the test finds security deposit, it will be credited on your next bill along with any accrued interest. Credit management We may conduct an individual credit check using the personal details you provide us as part of this Contract. Depending on the result of any credit check we may notify you that the meter or meter data is faulty and you have paid in advance we’ll refund any amount you’ve paid for the testwe are cancelling this Contract. If you are experiencing payment difficulties, we will provide assistance as outlined in our published Hardship Policy. If you don’t pay your bill, we will use credit management and debt collection procedures in accordance with the test finds that laws and rules. We may also apply interest charges to any amounts overdue by at least 30 days if permitted by the meter laws and meter data is not faulty and rules. Interest charges, if applicable, will be published at: www.energytrade/fees We may also refer you have not paid to an external debt collection agency for the cost collection of the test in advance then unpaid amounts owed under this Contract. If necessary, we may require undertake legal action in order to recover unpaid amounts. Additional fees may be charged by these external agencies and will be payable by you. It’s possible that your credit rating may be affected if you to don’t pay for the cost of the meter testyour bill on time.
c) If a review uncovers an error, we’ll adjust the bill. Otherwise, you must pay the unpaid amount of the bill.
Appears in 1 contract
Bills. 4.1 Where and when bills are sent
a) We’ll send your bills to the mailing or e-mail address you tell us. If we don’t have a valid e-mail or mailing address for you, we’ll mail your bills to your Premises and you’ll be deemed to have received them. You may need to pay a fee for us to mail bills.
b) We’ll bill xxxx you monthly if the circumstances allow it. We’ll always bill xxxx you at least every three months or, if you are a Victorian gas customer, at least every two months. We may change the billing period by notice to you.
4.2 Bills based on meter readings
a) We’ll usually base your bills on readings of your meter and will try our best to arrange for a meter reading from your Distributor at least once every 12 months.
b) If allowed by Law, we may base a bill xxxx on an estimate of your Energy usage. We’ll show this on your bill xxxx and adjust a later bill xxxx for the difference between our estimate and your actual Energy usage.
c) If you ask us to, we’ll replace an estimated bill xxxx with one based on a meter reading. We may apply a fee for doing this.
4.3 You can ask for your bill xxxx to be reviewed
a) You can ask us to review your billxxxx. While we work through that (in accordance with our standard complaints and dispute resolution procedures), we may require you to pay the bill xxxx (or some of it).
b) You can ask us to have your meter or meter data tested. You may have to pay for the cost of the test in advance if the Law permits. If the test finds that the meter or meter data is faulty and you have paid in advance we’ll refund any amount you’ve paid for the test. If the test finds that the meter and meter data is not faulty and you have not paid for the cost of the test in advance then we may require you to pay for the cost of the meter test.
c) If a review uncovers an error, we’ll adjust the billxxxx. Otherwise, you must pay the unpaid amount of the billxxxx.
Appears in 1 contract
Samples: Energy Supply Agreement
Bills. 4.1 Where and when bills are sent
a) We’ll send your bills to the mailing or e-mail address you tell us. If we don’t have a valid e-mail or mailing address for you, we’ll mail your bills to your Premises and you’ll be deemed to have received them. You If permitted by Laws, you may need to pay a fee for us to mail bills.
b) We’ll bill you monthly if the circumstances allow it. We’ll always bill you at least every three months or, if you are a Victorian gas customer, at least every two months. We may change the billing period by providing 20 Business Days’ notice to you.
4.2 Bills based on meter readings
a) We’ll usually base your bills on readings of your meter and will try our best to arrange for a meter reading from your Distributor at least once every 12 months.
b) If allowed by Law, we may base a bill on an estimate of your Energy usage. We’ll show this on your bill (and, if applicable, show that the estimate is based on your reading of the meter) and adjust a later bill for the difference between our estimate and your actual Energy usage.
c) If you ask us to, we’ll replace an estimated bill with one based on a meter reading. We If permitted by Law, we may apply a fee for doing this.
d) If you do not have a meter at your Premises, then we will base your bill on energy data that is calculated in accordance with the relevant Laws.
4.3 You can ask for your bill to be reviewed
a) You can ask us to review your bill. While we work through that (in accordance with our standard complaints and dispute resolution procedures), we may require you to pay the undisputed amount toward the bill (or some of it)in accordance with Laws.
b) You In asking us to review the bill, you can also ask us to have your meter tested or your meter reading or meter data testedchecked. You Where permitted by Laws, you may have to pay for the cost of the check or test in advance if the Law permits. If the test finds it shows that the meter or meter metering data is faulty and you have paid in advance we’ll refund any amount you’ve paid for the test. If the test finds that the meter and meter data is was not faulty and you have not paid for the cost of the test in advance then we may require you to pay for the cost of the meter testor incorrect.
c) If a review uncovers an errorthat the bill is incorrect, we’ll adjust the billbill in accordance with clause 4.4. Otherwiseor clause 4.5 (whichever is applicable).
d) If a review uncovers that the bill is correct, you must pay the unpaid amount of the bill.
e) If you aren’t satisfied with the outcome of the review, you can lodge a dispute with the Ombudsman.
Appears in 1 contract
Samples: Energy Supply Agreement
