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Customer policy: Overdue payments and disconnections for non-payment 1 October 2012 Page 1 of 4

Policy

Overdue payments and disconnections for non-payment

1. Overview

1.1. Objective To outline how Sydney Water responds to overdue water bills and recovers outstanding payments.

1.2. Scope This policy applies to all Sydney Water customers, including residential and business customers.

1.3. Summary Sydney Water follows an established process when payments are overdue. If payments remain outstanding for an extended period of time, Sydney Water may restrict the water supply to a property. We will do this only after attempting to contact customers by phone, mail or in person. Sydney Water has a payment assistance program to help customers who cannot pay bills because of financial difficulties. We encourage customers to contact us as early as possible if they are unable to pay their bills so that we can arrange assistance and avoid debt recovery action or water supply restriction.

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2. Policy

2.1. Responsibilities

Sydney Water commits to: issuing accurate, timely bills for services treating customers fairly and with courtesy at all times ensuring that customers maintain access to essential water services ensuring customers have access to payment assistance.

Customers are required to: pay their bills promptly advise Sydney Water if they are unable to pay their bills commit to a payment plan, or other payment assistance, once agreed with Sydney

Water (and to advise us if alternative arrangements are needed).

2.2. Time given to pay bills Sydney Water issues bills to property owners, unless it has been previously agreed that we should direct them to managing agents or tenants. Payment is due 21 days after the date we issue the bill.

2.3. Overdue bills Sydney Water follows a process when payments are overdue and the property owner has not contacted us: 1. If a bill has not been paid by the due date, a reminder notice is sent. 2. If the bill remains unpaid, a disconnection notice is sent. 3. Following this, a notice of intention to restrict or disconnect water supply is hand-

delivered to the property, advising that the property may be restricted or disconnected after 48 hours.

4. If the bill remains unpaid, we may contact the property owner or tenant by phone. 5. If the bill remains unpaid, Sydney Water may restrict the propertys water flow. 6. If the bill remains unpaid, Sydney Water may proceed with legal action. Customers can access Sydney Waters payment assistance program at each of these stages. Every bill, reminder notice and disconnection notice has information about our payment assistance program.

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2.4. Interest charges on overdue bills If you dont pay your bill by the due date, we may charge you interest. We use the pre-judgement interest section of the Uniform Civil Procedure Rules 2005 to calculate the interest we charge. This is at the Reserve Bank of Australia (RBA) cash target rate plus 4%.

2.5. Water flow restriction Water flow restriction involves turning off the water supply to the property at the water main. A small amount of water is supplied for health and hygiene purposes. Sydney Water only restricts the water supply to a property as a last resort when bills are outstanding for an extended period of time and customers have not arranged payment assistance. Sydney Water makes numerous attempts to contact customers by phone, mail and in person before restriction is arranged. A final attempt will be made to contact the people at the property before carrying out the restriction. Restrictions are carried out between 7.30 am and 3 pm, Mondays to Thursdays only.

2.6. Avoiding restriction Sydney Water will not restrict you if: you agree to a payment plan and make those payments on the due dates you have an active Centrepay arrangement (through Centrelink) you are arranging payment for overdue bills through payment assistance scheme

vouchers you have an outstanding billing complaint with Sydney Water or a complaint that is

being investigated by the Energy and Water Ombudsman of NSW (EWON).

2.7. Restoring the water supply If a property has been restricted, Sydney Water will restore the water supply when: the outstanding debt is paid in full the customer has agreed to a payment plan, payment extension or other form of

assistance if experiencing financial difficulties a decision is made to restore for compassionate, or other, reasons.

2.8. Debt recovery action Where outstanding bills are not paid, Sydney Water may initiate legal action against the property owner.

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2.9. If you are a tenant If you are renting a property and are not responsible for the water bills, you have the right to expect your landlord or managing agent to pay water bills. If they dont do this and your water supply is at risk of being restricted, you have the legal right to pay the outstanding amount and subtract this from your next rent payment. Sydney Water will provide you with advice and a receipt. If you are renting a property and are responsible for water bills, you can access Sydney Waters payment assistance program, which provides assistance to people experiencing financial difficulties.

2.10. Payment assistance Sydney Water has a payment assistance program to help customers experiencing financial difficulties. Phone us on 13 20 92 or visit sydneywater.com.au for more information. The support available through the program includes: additional time to pay bills the ability to make smaller re-payments on an ongoing basis, based on what you can

afford regular deductions from your Centrelink benefits each fortnight to help pay for water

bills (residential customers only) specialist financial advice with a qualified financial counsellor (residential customers

only) payment assistance scheme (PAS) vouchers to put towards your water bills. These

are available from community agencies including the Salvation Army, St Vincent de Paul, Anglicare and many others (residential customers only).

We encourage you to ask for help with your bills if you need it. Our customer service staff are friendly and respectful and are trained to provide advice and assistance based on your situation.

2.11. Making a complaint If you believe your bill is incorrect or you have an unresolved dispute with Sydney Water about your bill, contact us on 13 20 92. If your complaint cannot be resolved to your satisfaction, it will be escalated to the next level of management for resolution. If you are still dissatisfied with the outcome, you can raise your concerns with the Energy and Water Ombudsman of NSW (EWON) for external review.

Contact EWON on 1800 246 545 or at ewon.com.au.