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What is this fee on my bill?
Contact service fees
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Electricity and Natural Gas service fees
| |
Amount (incl. GST) |
|---|---|
| Bond (where applicable, minimum charge) | |
| Residential | $150 |
| Business | $500 |
| New connection (these fees do not include the cost of related work by an electrician, gas fitter or network company) | |
| Each new installation control point for Electricity | $108 |
| Temporary builder's supply |
$150 |
| Each new installation control point for Natural Gas | POA (Price on Application) |
| Special meter read | |
| Including check or final read | $35 |
| On-site investigation | |
| Electricity | $156 |
| Natural Gas | $156 |
| Fault visit (if a fault proves NOT to be a supply or metering problem) | |
| Non-urgent service | $125 |
| Same business day services, call received by 4pm | $200 |
| Weekends, public holidays and after hours (4pm - 7am) | $220 |
| Reconnection or disconnection - PrePay Services and Non-Payment | |
| PrePay disconnection and reconnection fee (except for the initial reconnection of a property disconnected for vacancy) | Free |
| Smart meter remote disconnection or reconnection for non-payment (except for the initial reconnection of a property disconnected for vacancy or customer switching to Contact) | Free |
| Disconnection or reconnection for non-payment requiring a site visit (except for the initial reconnection of a property disconnected for vacancy or customer switching to Contact) | Free |
| Reconnection or disconnection - Customer Requested Services | |
| Smart meter remote reconnection | $14 |
| Smart meter remote disconnection |
$14 |
| Temporary disconnection for safety requiring a site visit (business hours) |
$130 |
| Next business day reconnection requiring a site visit, call received by 4pm |
$147 |
| Special disconnection requiring a site visit (where required by Contact) | $150 |
| Same business day reconnection requiring a site visit, call received by 4pm | $175 |
| After Hours reconnection requiring a site visit – (This service is provided Mon-Fri 4pm to 8pm or Weekends and public holidays 7.30am to 8pm) | $220 |
| |
Amount |
|---|---|
| Metering Change Fees | |
| Change of pricing plan (no physical change to metering required and no site visit needed) |
$27 |
| Electricity (where a site visit is needed to complete the meter change) | $200 |
| Natural Gas (where a site visit is needed to complete the meter change) | POA (Price on Application) |
| Total disconnection (including meter removal) | |
| Electricity | $169 |
| Natural Gas (includes distributor fee) | POA (Price on Application) |
| Meter relocation | |
| Electricity Smart meter installation | $190 |
| Electricity | $200 |
| Meter test (per meter tested – applies if meter proves to be accurate) |
$240 |
| Natural Gas (includes distributor fee) | POA (Price on Application) |
| Administration | |
| Over the counter payment fee |
$2.10 |
| Paper bill fee | $2.30 |
| Copy of invoice or transactions/consumption history | $8 |
| Dishonoured payment | $25 |
| Debt management fee |
$25 |
| Cancellation fee (where a request for work is cancelled before it is performed or you cannot be contacted as requested) |
$40 |
| Incomplete service fee (If you fail to meet an arranged appointment or provide access) |
$65 |
| Debt site visit | $90 |
| Debt collection costs |
All costs |
| Card processing fee (currently not being charged) | 0.95% of payment amount |
Broadband
| |
Amount |
|---|---|
| Optical Network Terminal (ONT) Relocation Fee | $330 |
| One-off modem purchase |
$99 |
| Monthly modem rental |
$4/mth |
| Modem delivery fee | $14.99 |
Please note:
- We may pass on fees or charges from regulatory agencies, the network operator (as defined in the general terms and conditions), the meter owner, or other third party, that relate to the supply of energy or other services to you.
- Special fees may apply for other services.
- A remote reconnection is not always possible, where we’re unable to reconnect your property remotely, a physical reconnection requiring a site visit may be required.
- Physical reconnections requiring a site visit can be requested daily between 7.30am and 8pm daily but in rural or remote regions we cannot guarantee a same day service if request after.
- Medical Dependant Customers reconnection requests: If anyone at your property is dependent on electricity or gas to prevent loss of life or serious harm, please provide this information during your call for an urgent 24/7 reconnection request.
- Prompt payment discounts (if applicable) do not apply to service fees.
- Gas and Electricity metering related fees do not include the cost of work required by an electrician, gas fitter or network company.
- All fees include GST.
- For independent complaint or pricing advice, please refer to UDL & Powerswitch for assistance.
- Effective from 29 August 2024.
Please call us on 0800 224 424 if you have any questions.
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