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384 The Law Handbookand stormwater services provided by SydneyWater, Hunter Water, Gosford Counciland Wyong Council.Sydney Water, Hunter Water, GosfordCouncil and Wyong Council may also chargea range of ancillary fees at maximumamounts set by IPART. These include chargesfor:• water reconnection during and outsidebusiness hours• special meter readings (for example,where the water supplier has been unableto access the meter)• meter testing• building plan approvals• dishonoured or declined payments• technical services.For Sydney Water and Hunter Water customers:Under respective Operating Licences, SydneyWater and Hunter Water are obliged toprovide information on their charging policiesand current charges free of charge uponrequest by a customer, and in other specifiedcircumstances such as when charges change.For Gosford Council and Wyong Councilcustomers: Gosford and Wyong Councilsprovide some information about charges ontheir websites.MeterCustomers are responsible for ensuring reasonableaccess to their meter.For Sydney Water and Hunter Water customers:Sydney Water and Hunter Water willattempt to check the meter at least once ayear. If they are unable to access the meter,Sydney Water or Hunter Water may bill thecustomer based on an estimation of waterusage and costs. If Sydney Water or HunterWater are unable to access the meter on twoor more occasions, they may:• relocate the meter• seek access to the meter at anothersuitable time (this may incur an additionalfee to the customer)• make other arrangements with thecustomer, such as allowing the customerto self-report meter readings.If no solution can be reached, Sydney Wateror Hunter Water may treat the customer’sproperty as “unmetered” and charge anunmetered service charge.For Gosford Council and Wyong Councilcustomers: Gosford and Wyong Councilsmay also give directions to a propertyowner to re-position a meter if it is notaccessible. Other information relating to thefrequency of meter readings is available oneach council’s website or by contacting therelevant council directly.Hardship and concessions schemesCustomers are required to pay their bills ontime, or they may face debt recovery actionsby their retailer, including the restriction oftheir water supply.Payment plansIf a customer is having difficulty payingtheir bill, they should contact their waterretailer as soon as possible. Retailers such asSydney Water and Hunter Water, GosfordCouncil and Wyong Council provide paymentplans, where the customer makesregular instalments of an agreed amount.For Sydney Water and Hunter Water customersonly: Under the Operating Licences forSydney Water and Hunter Water, customerswill not face disconnection or restriction oftheir water supply if they enter into apayment plan and make regular payments.If a customer has problems negotiating arealistic payment arrangement with theirsupplier, they can contact EWON for help.CentrepayFor Sydney Water and Hunter Water customersonly: Customers who receive a governmentpension or benefit can set up Centrepay as apayment option. Centrepay transfers anominated amount (a minimum of $10 perfortnight) directly into a customer’s wateraccount. Centrepay may be set up by contactingCentrelink or their water retailer.Pensioner rebatePensioners who are customers of SydneyWater, Hunter Water, Gosford Council orWyong Council are eligible for a NSWgovernment-funded pensioner rebate. Thefollowing cards are recognised:• Pensioner Concession Card• Department of Veterans’ Affairs GoldCard, embossed with TPI/TTI or Widow/Widower or Extreme Disablement Adjustment(EDA).
11 Consumers 385Sydney Water also provides a concession tocustomers who receive a Department ofVeterans’ Affairs intermediate rate pension.Customers should contact Sydney Water,Hunter Water, Gosford Council or WyongCouncil directly to claim the pensionerrebate.Payment Assistance SchemeFor Sydney Water and Hunter Water customersonly: Sydney Water and Hunter Water customerswho experience financial difficultycan apply for the Payment AssistanceScheme (PAS). PAS vouchers can be used topay water usage charges only (see Types ofcharges at [11.630]).Hunter Water uses a voucher system andapplications for PAS vouchers can be madeby contacting Hunter Water, or a localcommunity organisation, such as St Vincentde Paul or the Salvation Army.Sydney Water no longer provides vouchersand instead applies a PAS credit directlyto the customer’s account. This is done overthe phone, on the recommendation of communityworkers to Sydney Water.Other water suppliers may have otherassistance available and customers shouldcontact their water supplier for moreinformation.[11.640] Disconnection orrestrictions of supplyIt is more common for water supply to berestricted rather than disconnected. Restrictionof supply involves installing a flowrestriction washer at the meter, which allowsenough water to fill a jug but insufficientwater for a shower and it may take severalminutes to refill a toilet cistern. Waterservices are usually not disconnected due tothe impact on public health. However, ifdisconnected, customers may be charged afee for reconnection (see Types of charges at[11.630]).Customers who require water supply tooperate a life support machine or to meetother special health needs should notifytheir water supplier.Grounds for restriction ordisconnectionFor Sydney Water and Hunter Water customers:Under their respective operating licences,Sydney Water and Hunter Water can restrictor disconnect water supply when a customer:• fails to pay any due amount• fails to ensure access to the meter• has a private installation that is defectiveor does not comply with set standards• breaches a relevant law, the terms of thecustomer contract or any other agreementbetween the supplier and customer, concerningthe use or taking of water or thedischarge of wastewater• discharges unauthorised trade wastewater• discharges chemicals that pose a healthrisk• fails to install a backflow preventiondevice when required• uses recycled water improperly.For Gosford Council and Wyong Council customers:Under cl 207 of the Water Management(General) Regulation 2011, Gosford/Wyong Council’s Water Supply Authoritycan restrict or disconnect water supply onsimilar grounds.Notice requirements before restrictionor disconnection for non-paymentFor Sydney Water and Hunter Water customersonly: If restriction or disconnection is theresult of a failure to pay a bill on time or adefault on an agreed payment plan, SydneyWater and Hunter Water will provide customerswith:• a reminder notice advising of the amountoverdue, contact details for the retailerand an explanation of alternative paymentoptions, and inform the customer oftheir right to contact EWON.(Note: Hunter Water will only issue areminder notice if the customer has agood payment history over the last12 months. If the customer has a poorpayment history, Hunter Water will proceeddirectly with a final notice)• a final or disconnection notice advisingthe customer that their account is significantlyoverdue and action may be taken
Page 1 and 2: The Law HandbookYOUR PRACTICAL GUID
Page 3 and 4: 11ConsumersRachael Dobson Macquarie
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Page 9 and 10: 11 Consumers 353consumer guarantees
Page 11 and 12: 11 Consumers 355loss or damage suff
Page 13 and 14: 11 Consumers 357sold and the distan
Page 15: 11 Consumers 359not transfer money
Page 18 and 19: 362 The Law Handbookcourt. If an or
Page 20 and 21: 364 The Law HandbookIf a customer d
Page 22 and 23: 366 The Law Handbook• if the tran
Page 24 and 25: 368 The Law HandbookAustralian Ener
Page 28 and 29: 372 The Law Handbookmedical conditi
Page 30 and 31: 374 The Law HandbookA customer may
Page 32 and 33: 376 The Law Handbook[11.500] Powers
Page 34 and 35: 378 The Law HandbookA further five
Page 36 and 37: 380 The Law HandbookMetering and bi
Page 38 and 39: 382 The Law Handbookchooses to acce
Page 42 and 43: 386 The Law Handbookto restrict or
Page 44 and 45: 388 The Law Handbook[11.660] Interf
Page 46 and 47: 390 The Law HandbookFor Hunter Wate
Page 48 and 49: 392 The Law Handbook[11.700] Public
Page 50 and 51: 394 The Law HandbookHome building c
Page 52 and 53: 396 The Law Handbookconsumer choose
Page 54 and 55: 398 The Law Handbook[11.840] Limita
Page 56 and 57: 400 The Law HandbookThe consumer mu
Page 58 and 59: 402 The Law Handbookgenuine and let
Page 60 and 61: 404 The Law Handbookthat decision,
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