Common use of Billing Enquiries Clause in Contracts

Billing Enquiries. Aquasol will inform customers of the outcome of a review of the customer’s bill as soon as practicable or otherwise less than 15 business days from the day request was received. Aquasol will endeavour to respond to 85% of billing queries within 24 hours. Where a customer has a billing query, which requires further investigation, a note will be put on the customer’s account to advise that the customer’s account is in dispute. This note will remain on the account until the query has been investigated and resolved. Where, on investigation, it becomes apparent that a customer has been incorrectly billed, Aquasol will ensure that an appropriate credit is immediately applied to the customer’s account. If, by error, a resident is undercharged, it will be required to pay the shortfall. Any overdue accounts will incur an interest penalty. Property owners can request in writing that accounts be placed in a tenant’s name. However, these charges ultimately remain the owner’s responsibility. If resident is overcharge, extra cost will be refund directly or used as a credit for futures charges (as agreed with the resident). After you have given us the opportunity to resolve your complaint, if you are still not satisfied with the outcome, you may refer your complaint to the independent complaint resolution service. Customer may, but does not have to, use the licensee’s complaints procedure before or instead of applying to the Water Services Ombudsman or making an appeal from, or applying for a review of, the decision that gave rise to the complaint, to the State Administrative Tribunal The Energy and Water Ombudsman receives, investigates and facilitates the resolution of complaints from residential and small business customers about their water service provider. This is a free service Mail The Energy and Water Ombudsman, PO Box Z5386, Perth WA 6831 Phone (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (toll free for country callers) Email ▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Excellent customer care is at the core of Aquasol’s business. It underpins our relationship with you and dictates how we run and grow our services. And most importantly, it frames how we deal with and respond to you. Our commitment to our customers is centred on responding to your enquiries as soon as practicable or otherwise less than 15 business days from the day request was received by email or a phone call. Our commitment is to provide a single point of contact to customers, and where feasible, with an on-the-spot response to any enquiry. If this cannot be done, we will investigate and a quality assurance representative will agree an appropriate call back schedule with the customer. We endeavour to rectify poor experiences by responding pro-actively to feedback. We believe it is important for our customers to know and understand how we handle any queries you may have. Our procedure for dealing with customer enquiries is set out below, and should you have any questions, please feel free to contact us. Aquasol can be contacted Monday – Friday from 8am – 5pm. We offer our customers a number of options for contacting our accounts, technical or quality assurance staff. These are: Aquasol can be contacted by telephone on ▇▇ ▇▇▇▇ ▇▇▇▇. Outside of these hours we will answer calls through our 24hr number 0418 874 578. By Email All of our customers may also e-mail Aquasol with general queries, complaints and compliments. E-mails should be directed to ▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇.▇▇ and we will endeavour to answer 80% of emails and online queries between the hours of 8am to 5pm from Monday to Friday within 4 hours. By Post Aquasol can be contacted in writing. Our postal address is: PO Box 1829, Malaga, WA, 6090 Each Aquasol customer has a specific account number by which they are uniquely identifiable. All queries and contacts with our customers are tracked under these numbers on our IT systems. Aquasol complies with its statutory obligations on record retention. After you have given us the opportunity to resolve your complaint, if you are still not satisfied with the outcome, you may refer your complaint to the independent complaint resolution service. Customer may, but does not have to, use the licensee’s complaints procedure before or instead of applying to the Water Services Ombudsman or making an appeal from, or applying for a review of, the decision that gave rise to the complaint, to the State Administrative Tribunal. The Energy and Water Ombudsman receives, investigates and facilitates the resolution of complaints from residential and small business customers about their water service provider. This is a free service and resolution will depend on your complaint Energy and Water Ombudsman contact details: Mail The Energy and Water Ombudsman PO Box Z5386 Perth WA 6831 Phone (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (toll free for country callers) Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Alternatively, the State Administrative Tribunal (SAT) is an independent body that makes and reviews a range of administrative decisions. State Administrative Tribunal Level 6 (Reception and Counter), ▇▇▇ ▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇ ▇▇▇▇ GPO Box U1991, Perth 6845 Phone: (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (cost of a local call) Fax: (▇▇) ▇▇▇▇ ▇▇▇▇ Email: ▇▇▇▇▇▇▇@▇▇▇.▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Cost for this service is details in link below ▇▇▇▇://▇▇▇.▇▇▇.▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇/▇/▇▇▇▇▇_▇▇▇_▇▇▇▇▇_▇▇▇▇▇▇.▇▇▇▇?▇▇▇=▇▇▇▇-▇▇▇▇-▇▇▇▇-▇▇▇▇ Water Services Ombudsman Complaint/Dispute Procedure This Financial Hardship Policy outlines how AQUASOL PTY LTD (“we”) will assist a residential customer (“you”) who cannot pay a rate notice because of financial hardship. Our policy applies only to the water services portion of your rate notice. Residential tenants who have agreed with the land owner to receive a rate notice are also covered by this policy. If you are also having difficulty paying other charges on your rate notice or if you are a commercial customer, we encourage you to still talk to us. We are committed to working with you to find an appropriate payment solution that works for both you and us. We understand that it can be difficult to ask for support, and will treat you sensitively and respectfully.

Billing Enquiries. Aquasol will inform customers of the outcome of a review of the customer’s bill as soon as practicable or otherwise less than 15 business days from the day request was received. Aquasol will endeavour to respond to 85% of billing queries within 24 hours. Where a customer has a billing query, which requires further investigation, a note will be put on the customer’s account to advise that the customer’s account is in dispute. This note will remain on the account until the query has been investigated and resolved. Where, on investigation, it becomes apparent that a customer has been incorrectly billed, Aquasol will ensure that an appropriate credit is immediately applied to the customer’s account. If, by error, a resident is undercharged, it will be required to pay the shortfall. Any overdue accounts will incur an interest penalty. Property owners can request in writing that accounts be placed in a tenant’s name. However, these charges ultimately remain the owner’s responsibility. If resident is overcharge, extra cost will be refund directly or used as a credit for futures charges (as agreed with the resident). After you have given us the opportunity to resolve your complaint, if you are still not satisfied with the outcome, you may refer your complaint to the independent complaint resolution service. Customer may, but does not have to, use the licensee’s complaints procedure before or instead of applying to the Water Services Ombudsman or making an appeal from, or applying for a review of, the decision that gave rise to the complaint, to the State Administrative Tribunal The Energy and Water Ombudsman receives, investigates and facilitates the resolution of complaints from residential and small business customers about their water service provider. This is a free service Mail The Energy and Water Ombudsman, PO Box Z5386, Perth WA 6831 Phone (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (toll free for country callers) Email ▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Excellent customer care is at the core of Aquasol’s business. It underpins our relationship with you and dictates how we run and grow our services. And most importantly, it frames how we deal with and respond to you. Our commitment to our customers is centred on responding to your enquiries as soon as practicable or otherwise less than 15 business days from the day request was received by email or a phone call. Our commitment is to provide a single point of contact to customers, and where feasible, with an on-the-spot response to any enquiry. If this cannot be done, we will investigate and a quality assurance representative will agree an appropriate call back schedule with the customer. We endeavour to rectify poor experiences by responding pro-actively to feedback. We believe it is important for our customers to know and understand how we handle any queries you may have. Our procedure for dealing with customer enquiries is set out below, and should you have any questions, please feel free to contact us. Aquasol can be contacted Monday – Friday from 8am – 5pm. We offer our customers a number of options for contacting our accounts, technical or quality assurance staff. These are: Aquasol can be contacted by telephone on ▇▇ ▇▇▇▇ ▇▇▇▇. Outside of these hours we will answer calls through our 24hr number 0418 874 578. By Email All of our customers may also e-mail Aquasol with general queries, complaints and compliments. E-mails should be directed to ▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇.▇▇ and we will endeavour to answer 80% of emails and online queries between the hours of 8am to 5pm from Monday to Friday within 4 hours. By Post Aquasol can be contacted in writing. Our postal address is: PO Box 1829, Malaga, WA, 6090 Each Aquasol customer has a specific account number by which they are uniquely identifiable. All queries and contacts with our customers are tracked under these numbers on our IT systems. Aquasol complies with its statutory obligations on record retention. After you have given us the opportunity to resolve your complaint, if you are still not satisfied with the outcome, you may refer your complaint to the independent complaint resolution service. Customer may, but does not have to, use the licensee’s complaints procedure before or instead of applying to the Water Services Ombudsman or making an appeal from, or applying for a review of, the decision that gave rise to the complaint, to the State Administrative Tribunal. The Energy and Water Ombudsman receives, investigates and facilitates the resolution of complaints from residential and small business customers about their water service provider. This is a free service and resolution will depend on your complaint Energy and Water Ombudsman contact details: Mail The Energy and Water Ombudsman PO Box Z5386 Perth WA 6831 Phone (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (toll free for country callers) Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Alternatively, the State Administrative Tribunal (SAT) is an independent body that makes and reviews a range of administrative decisions. State Administrative Tribunal Level 6 (Reception and Counter), ▇▇▇ ▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇ ▇▇▇▇ GPO Box U1991, Perth 6845 Phone: (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (cost of a local call) Fax: (▇▇) ▇▇▇▇ ▇▇▇▇ Email: ▇▇▇▇▇▇▇@▇▇▇.▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Cost for this service is details in link below ▇▇▇▇://▇▇▇.▇▇▇.▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇/▇/▇▇▇▇▇_▇▇▇_▇▇▇▇▇_▇▇▇▇▇▇.▇▇▇▇?▇▇▇=▇▇▇▇-▇▇▇▇-▇▇▇▇-▇▇▇▇ Water Services Ombudsman Complaint/Dispute Procedure Do you have a problem with your electricity, gas or water services provider?‌‌ The Energy and Water Ombudsman Western Australia receives and resolves complaints concerning the provision of services by electricity, gas and water services providers. We are guided by the principles of independence, natural justice, access, equity, effectiveness and community awareness. Electricity, gas or water services customers and other people affected by a water service. You can authorise another person to act on your behalf. You can complain about the electricity, gas and water services providers listed on our website at ▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇/ energyandwater or you can contact us for information. Before contacting us, you should try to resolve your complaint with the electricity, gas or water services provider. If your complaint is not resolved, or if there is an unreasonable delay, you can contact us for help or advice. My bill We can investigate complaints concerning the provision of services by electricity, gas and water services providers. The types of electricity, gas and water issues that the Ombudsman can consider are:  Provision or supply of electricity, gas or water;  Billing;  The administration of credit and payment services;  Alleged or disputed debts and the recovery of debts;  Disconnection and restriction of supply and refundable advances;  Service standard payments;  Marketing of services;  The exercise of powers in relation to land, neighbouring land or property;  Damage or loss due to supply issues; and  Complaints by a person other than a customer who is affected by a water service. The Energy and Water Ombudsman may decline to investigate if the complainant does not have sufficient interest in the matter, an investigation is not warranted or there is a more appropriate body to deal with the complaint. We cannot investigate:  The setting of prices or tariffs or determining price structures;  Commercial activities that are outside the scope of the electricity, gas or water services licence;  The content of Government policies;  Complaints under consideration by, or previously considered by, any court or tribunal; or that the Ombudsman considers should be dealt with by a court or tribunal;  Any matter specifically required by legislation, codes, licences and orders to be handled by another authority; and  Issues to do with bottled gas. In resolving a complaint, the Ombudsman must take into account:  Events beyond the reasonable control of the electricity, gas or water services provider; and  The actions taken by an electricity, gas or water service provider (and any resulting consequence) that are in compliance with a direction or notice received by the provider. When you lodge a complaint, we assess it to decide how best to handle it. The way we handle your complaint depends on what action has already been taken to resolve it, as shown in the adjacent diagram. We will ask you to try to resolve the matter with the electricity, gas or water services provider first. If your complaint remains unresolved, the Energy and Water Ombudsman will investigate and, where appropriate, attempt to resolve the complaint. If your complaint is investigated, we contact the electricity, gas or water service provider to get more information about your concerns. We may also contact you for more information. The length of time it takes to investigate can vary. For more complex matters, it can take some time for us to collect and consider all the relevant information. We will contact you during the investigation when there are developments in your case, and if your complaint takes longer than usual, we will keep in contact with you to inform you about the progress of our investigation. During the investigation, we look for opportunities to resolve your complaint by agreement between you and the electricity, gas or water service provider. If you agree to a resolution, we will stop our investigation and close your complaint. If the electricity, gas or water service provider cannot agree on a resolution with you, we will either determine that your complaint is not substantiated or make a binding decision on action to be taken to resolve the issue. We have the authority to make binding decisions up to a value of $20,000 or up to $50,000 with the agreement of the provider. You can ask us for information, lodge a complaint or send us feedback by telephone, mail, email, fax or via our website using the Online Form. Forms can also be printed from our website. Our contact details are shown below. The Energy and Water Ombudsman’s Office is open from Monday to Friday between 9.00am and 4.30pm. Referral to higher level contact and no resolution Published March 2017 Telephone: (▇▇) ▇▇▇▇ ▇▇▇▇ Freecall: ▇▇▇▇ ▇▇▇ ▇▇▇ Fax: (▇▇) ▇▇▇▇ ▇▇▇▇ Freefax: 1800 611 279 Interpreter Service: 131 450 National Relay Service: 1800 555 727 Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Website: ▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇/▇▇▇▇▇▇▇▇▇▇▇▇▇▇ This Financial Hardship Policy outlines how AQUASOL PTY LTD (“we”) will assist a residential customer (“you”) who cannot pay a rate notice because of financial hardship. Our policy applies only to the water services portion of your rate notice. Residential tenants who have agreed with the land owner to receive a rate notice are also covered by this policy. If you are also having difficulty paying other charges on your rate notice or if you are a commercial customer, we encourage you to still talk to us. We are committed to working with you to find an appropriate payment solution that works for both you and us. We understand that it can be difficult to ask for support, and will treat you sensitively and respectfully.

Billing Enquiries. Aquasol will inform customers of the outcome of a review of the customer’s bill as soon as practicable or otherwise less than 15 business days from the day request was received. Aquasol will endeavour to respond to 85% of billing queries within 24 hours. Where a customer has a billing query, which requires further investigation, a note will be put on the customer’s account to advise that the customer’s account is in dispute. This note will remain on the account until the query has been investigated and resolved. Where, on investigation, it becomes apparent that a customer has been incorrectly billed, Aquasol will ensure that an appropriate credit is immediately applied to the customer’s account. If, by error, a resident is undercharged, it will be required to pay the shortfall. Any overdue accounts will incur an interest penalty. Property owners can request in writing that accounts be placed in a tenant’s name. However, these charges ultimately remain the owner’s responsibility. If resident is overcharge, extra cost will be refund directly or used as a credit for futures charges (as agreed with the resident). After you have given us the opportunity to resolve your complaint, if you are still not satisfied with the outcome, you may refer your complaint to the independent complaint resolution service. Customer may, but does not have to, use the licensee’s complaints procedure before or instead of applying to the Water Services Ombudsman or making an appeal from, or applying for a review of, the decision that gave rise to the complaint, to the State Administrative Tribunal Tribunal. The Energy and Water Ombudsman receives, investigates and facilitates the resolution of complaints from residential and small business customers about their water service provider. This is a free service Mail service. Mail: The Energy and Water Ombudsman, PO Box Z5386▇▇ ▇▇▇ ▇▇▇▇▇, Perth WA 6831 Phone ▇▇▇▇▇ ▇▇ ▇▇▇▇ Phone: (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (toll free for country callers) Email : ▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Excellent customer care is at the core of Aquasol’s business. It underpins our relationship with you and dictates how we run and grow our services. And most importantly, it frames how we deal with and respond to you. Our commitment to our customers is centred on responding to your enquiries as soon as practicable or otherwise less than 15 business days from the day request was received by email or a phone call. Our commitment is to provide a single point of contact to customers, and where feasible, with an on-the-spot response to any enquiry. If this cannot be done, we will investigate and a quality assurance representative will agree an appropriate call back schedule with the customer. We endeavour to rectify poor experiences by responding pro-actively to feedback. We believe it is important for our customers to know and understand how we handle any queries you may have. Our procedure for dealing with customer enquiries is set out below, and should you have any questions, please feel free to contact us. Aquasol can be contacted Monday – Friday from 8am – 5pm. We offer our customers a number of options for contacting our accounts, technical or quality assurance staff. These are: Aquasol can be contacted by telephone on ▇▇ ▇▇▇▇ ▇▇▇▇. Outside of these hours we will answer calls through our 24hr number 0418 874 578. By Email All of our customers may also e-mail Aquasol with general queries, complaints and compliments. E-mails should be directed to ▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇.▇▇ and we will endeavour to answer 80% of emails and online queries between the hours of 8am to 5pm from Monday to Friday within 4 hours. By Post Aquasol can be contacted in writing. Our postal address is: PO Box 1829▇▇ ▇▇▇ ▇▇▇▇, Malaga▇▇▇▇▇▇, WA▇▇, 6090 ▇▇▇▇ Each Aquasol customer has a specific account number by which they are uniquely identifiable. All queries and contacts with our customers are tracked under these numbers on our IT systems. Aquasol complies with its statutory obligations on record retention. After you have given us the opportunity to resolve your complaint, if you are still not satisfied with the outcome, you may refer your complaint to the independent complaint resolution service. Customer may, but does not have to, use the licensee’s complaints procedure before or instead of applying to the Water Services Ombudsman or making an appeal from, or applying for a review of, the decision that gave rise to the complaint, to the State Administrative Tribunal. The Energy and Water Ombudsman receives, investigates and facilitates the resolution of complaints from residential and small business customers about their water service provider. This is a free service and resolution will depend on your complaint complaint. Energy and Water Ombudsman contact details: Mail The Energy and Water Ombudsman PO Box Z5386 Perth WA 6831 Phone (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (toll free for country callers) Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Alternatively, the State Administrative Tribunal (SAT) is an independent body that makes and reviews a range of administrative decisions. State Administrative Tribunal Level 6 (Reception and Counter), ▇▇▇ ▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇ ▇▇▇▇ GPO Box U1991▇▇▇ ▇▇▇ ▇▇▇▇▇, Perth 6845 ▇▇▇▇▇ ▇▇▇▇ Phone: (▇▇) ▇▇▇▇ ▇▇▇▇ or ▇▇▇▇ ▇▇▇ ▇▇▇ (cost of a local call) Fax: (▇▇) ▇▇▇▇ ▇▇▇▇ Email: ▇▇▇▇▇▇▇@▇▇▇.▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇ Cost for this service is details in link below ▇▇▇▇://▇▇▇.▇▇▇.▇▇▇▇▇▇▇.▇▇.▇▇▇.▇▇/C/▇/▇▇▇▇▇_▇▇▇_▇▇▇▇▇_▇▇▇▇▇▇.▇▇▇▇?▇▇▇=costs_and_costs_orders.aspx?uid=▇▇▇▇-▇▇▇▇-▇▇▇▇-▇▇▇▇ Water Services Ombudsman Complaint/Dispute Procedure This Financial Hardship Policy outlines how AQUASOL PTY LTD (“we”) will assist a residential customer (“you”) who cannot pay a rate notice because of financial hardship. Our policy applies only to the water services portion of your rate notice. Residential tenants who have agreed with the land owner to receive a rate notice are also covered by this policy. If you are also having difficulty paying other charges on your rate notice or if you are a commercial customer, we encourage you to still talk to us. We are committed to working with you to find an appropriate payment solution that works for both you and us. We understand that it can be difficult to ask for support, and will treat you sensitively and respectfully.