Home > Tenants and Residents > WINenergy Customer Charter
Mutual Responsibility
Welcome to your WINenergy Customer Charter. In this brochure we set out in plain English the responsibilities we have to you, our customer. It covers everything from how you will receive your account, to how you can receive advice on conserving energy. It also outlines your responsibilities to us, from maintaining easy access to your meter, to informing us if you change your address.
In short, when read in conjunction with your relevant WINenergy Intermediary Sale of Energy Agreement, these are the terms and conditions by which we agree to provide you with energy.
If you have any questions about the information contained in the WINenergy Customer Charter, or any of the other ways we can help you with your energy needs, please don't hesitate to call us.
What's in the WINenergy Customer Charter?
About the WINenergy Customer Charter
Who is WINenergy?
Who is responsible for delivering the energy?
About Local Exempt Energy Retailers
What does WINenergy do?
Quality and reliability of supply
What you should do if you have an energy supply fault or failure
Energy market contracts explained
How to change and terminate your energy market contract
Variation of terms and conditions
Access to information
When and how you will be billed
What your bill contains
Paying your energy bill
Claiming a concession
Final bills
Undercharging and overcharging
Questioning an energy bill
Honouring your privacy and confidentiality
Credit checks
Voicing your views and concerns
Your obligations explained
Disconnection and reconnection
Re-connection
Like to know more?
Online resources
About the WINenergy Customer Charter
This WINenergy Customer Charter is based on the Energy Retail Code, August 2004, ("the Retail Code") of the Essential Services Commission of Victoria ("ESC"). It applies to the supply of electricity and/or gas from your local exempt energy retailer for the Intermediary Distribution and Sale of Energy to your premises.
It incorporates a guide to the services and responsibilities of your exempt energy retailer and its agent, WINenergy Pty Ltd, ABN 71 112 175 710, ("WINenergy"), as well as important information on your rights and obligations as an energy consumer.
Who is WINenergy?
WINenergy is an Australian owned company. We mange the delivery of energy on behalf of owners/mangers granted exempt energy retailer status. We provide an integrated end-to-end customer management service, ensuring all legislative and legal requirements are adhered to in the provision of energy to your premises.
As the agent to your local exempt energy retailer, WINenergy always strives to provide you with timely and useful information. Our contact details are:
WINenergy Pty Ltd
Suite 201, 12 Cato Street
Hawthorn East VIC 3123tel 03 9822 4055
fax 03 9822 4399customer service 1300 791 970
email sales@winenergy.com.au
Who is responsible for delivering the energy?
Traditionally customers purchased electricity and gas from the designated company in their area. This company not only operated the poles and wires or gas pipes outside your property (network service provider), but also sold you the energy (retailer).
Since deregulation of energy supply and retail competition was introduced by various state governments, you can now choose your energy retailer. Your current Local Network Service Provider ("LNSP") will continue to operate the poles and wires or gas pipes in your area, and continues to be responsible for the reliability and quality of your energy supply. WINenergy has working relationships with these local network service providers.
About Local Exempt Energy Retailers
In some cases, such as caravan parks, retirement villages, shopping centres and high rise apartment buildings, a separate network exists that takes supply from a local network service provider and re-supplies gas and/or electricity through a separate network to customers. This is referred to as an "embedded network" or "gated community".
Owners/managers of such buildings or sites can become local exempt energy retailers and on-sell energy to individuals and companies who have lease, rent or property management agreements with them. Thus property owners/managers are able to purchase energy in bulk for their tenants/residents and on-sell energy at a rate that reflects the retail rates applicable to that type of customer in that geographic area. Legislation restricts the tariff that can be applied to your energy to that specified from time to time by the appropriate regulatory body in each state.
What does WINenergy do?
Your local exempt energy retailer contracts WINenergy to look after your energy needs. WINenergy will sell and bill you for energy and other related services, and arrange supply of energy to your supply address. We will also provide personalised, ongoing customer service to you.
Quality and reliability of supply
The quality, frequency and continuity of supply of energy is subject to a variety of factors, including accidents, weather and acts of third parties such as other customers, regulatory bodies and generators/producers. Neither your local network service provider nor your exempt energy retailer can guarantee:
- The quality of electricity and/or gas supplied to any customer; or
- The continuity of supply of electricity and/or gas.
You should be aware that variations in the voltage or frequency of electricity can cause damage, for example, to appliances or machines connected to supply at the time. If you require a service that is not subject to interruptions or variations in voltage or frequency, you will need to install appropriate equipment to meet that requirement, install suitable protection devices, or take other appropriate measures. Likewise, for variations in the pressure or quality of gas.
What you should do if you have an energy supply fault or failure
If you experience an energy supply fault (such as a power surge) or failure, you can call the WINenergy 24/7 Emergency Response team on 1300 44 88 62.
If you suffer loss as a result of a supply fault or failure, you can contact WINenergy or your local network service provider (LNSP) directly. If you contact WINenergy, we will assist by working with the LNSP to have your claim processed in a timely manner.
In order for a LNSP to investigate your claim in a timely manner, you will need to provide the following details:
- the address affected by the incident;
- the time and the date of the incident;
- the property damaged (and if required, evidence of damage); and
- the amount of compensation (replacement and/or repair) supported by quotes or other evidence.
The Essential Services Commission's guideline (Number 11) on Voltage Variation Compensation is available on request.
Energy market contracts explained
You have entered into an energy market contract with WINenergy. The energy market contract sets out the terms and conditions, the period of the contract and the ways you can terminate it.
How to change and terminate your energy market contract
You will continue to be served under your energy market contract terms until:
- you vacate the premises and have given notification to WINenergy, or
- WINenergy has disconnected you for breach of our terms and conditions and you have failed to comply with these terms and conditions within 10 business days.
Variation of terms and conditions
Your energy market contract terms, conditions or prices may be varied by agreement. If you want a variation to your energy market contract you may call and discuss the variation you require with WINenergy on our customer service number.
Access to information
You have a right to timely, accurate information on all issues related to the supply of energy to your premises. By contacting our customer service centre, or using our web site, you can receive:
- Information on your supply;
- Accounts and information on how you can pay;
- Your energy usage and how to save money on your energy;
- A copy of the Energy Retail Code;
- Advice on pricing;
- Historical billing information for your supply address;
- Advice on the availability of independent financial counselling;
- Information on concessions available to residential customers;
- Advice on how to improve energy efficiency;
- Information on network charges; and
- Information on our market contract prices.
You are entitled to a copy of this WINenergy Customer Charter, which you should keep on hand so that you have a ready reference on your rights and responsibilities. We also make the WINenergy Customer Charter available online at www.winenergy.com.au/customer-charter.html.
When and how you will be billed
WINenergy will send you a bill per month or as otherwise agreed.
Each bill you receive will be based, where possible, on an actual meter reading unless other arrangements have been agreed.
What your bill contains
For most customers, each energy bill includes:
- a charge for the actual energy you consume;
- the Service to Property Charge — a fixed charge for the cost of servicing you as a customer;
- a graph and summary of the detailed information; and
- approved additional service charges such as Connection and Final Read Fee, as incurred from time to time.
Paying your energy bill
You are required to pay your energy bill by its pay-by-date. Unless agreed otherwise, this will be at least 14 business days from the date the energy bill was sent out by WINenergy.
Based on the energy market contract between you and the exempt energy retailer, your energy bill can be paid in a number of ways, including:
- Cheque — Made payable to WINenergy;
- BPAY; and
- POSTbillpay
We may make other payment methods available. Please check your energy bill for details.
Claiming a concession
If you hold a Pensioner Concession Card, a Health Care Card or a Repatriation Health Card (Gold Card) issued by the Department of Veterans' Affairs, you may be eligible for government-funded concessions on your energy bills.
These concessions are for your primary residence only and do not apply to secondary dwellings such as holiday houses.
WINenergy can provide information about these and other concessions. If you would like to confirm your eligibility for a concession, please call the WINenergy customer service number. If there is any doubt as to your eligibility for a concession, WINenergy will refer your case to the appropriate government state department.
For more information, please visit
Final bills
If you wish to disconnect your service, WINenergy requires at least three business days notice and a forwarding address for your Final Account, if you are moving permanently. If you do not give the required notice, you will remain responsible for the energy used (and for meeting any other customer obligations) until three business days after you give the required notice, or until a new customer has an account established in their name at the premises, whichever occurs first.
Undercharging and overcharging
From time to time, there is the possibility that WINenergy might undercharge or overcharge you for energy usage.
If you are undercharged, the adjustment will be made to your next energy bill, together with an explanation of the charge. In these circumstances, if you request, we will offer you extra time to pay. If you are undercharged (except when improper consumption of energy by you has been identified) we will limit the amount we seek to recover to the previous twelve months.
If you are overcharged on an energy bill, WINenergy will contact you within ten business days from the time we become aware of the overcharge. There is no time limit on your refund and we will seek your instructions on how you would like the refund to be paid.
Questioning an energy bill
At your request, and at no charge, WINenergy will review a bill which you dispute. While the bill is being reviewed, we require payment for either that part of the bill that we both agree is not in dispute or an amount equal to the average of your bills over the previous twelve months.
If you are not satisfied with the review, you may ask for a meter test. If your meter is inaccurate, we will adjust your bill accordingly and there will be no charge for the test. If the meter is accurate, you must pay the test cost and the amount outstanding.
Honouring your privacy and confidentiality
Your privacy is very important to WINenergy and it will be respected at all times. You have a right for personal information to be kept confidential, unless otherwise allowed through legislation and regulation.
We undertake that information we receive will be kept confidential and will not be passed on to a third party without your express permission, or unless we are required or permitted by law to do so.
Where we are permitted to by the regulations, we may provide you with information on other services or products available to our customers. You may advise us if you don't want to receive this information.
If you believe the information we have about you is incorrect, you can ask for it to be changed. If we make a decision about you, or affecting you, you can ask to see the information about you on which our decision is based, and you can ask us to provide you with a written reason for the decision.
Further information on privacy matters can be obtained by applying in writing to our Privacy Officer. You can see the full WINenergy Privacy Policy online at: www.winenergy.com.au/privacy.html
Credit checks
From time to time, we may need to undertake credit checks on customers through a credit-reporting agency. Before we can do so, we must inform you of our intentions where required. Credit checks are carefully managed and we abide by guidelines set down by the various state and federal privacy commissioners. The information we receive from the agency is also confidential and will not be passed on without your express permission, unless we are required or permitted by law to do so.
Voicing your views and concerns
We try hard to ensure that problems don't arise. The good news is that when problems do arise, we have a clear and simple way to resolve them. We want you to tell us about your problem and we will make every effort to resolve it immediately at your initial contact. We will continue to work with you until the problem is resolved to your satisfaction.
Where concerns remain, your problem will be referred to our Customer Relations Unit, which a case manager will review the case and notify you of a decision. Some matters, such as energy supply quality problems, will have to be referred to a distributor and may take a longer time to resolve due to their technical nature. We will advise you where there is likely to be a significant delay in investigating your problem, provide you details of when we expect to have a resolution and how to contact us in the meantime.
In all cases you should talk to us first. It speeds resolution and allows timely review of the matter, allowing us to make improvements for the benefit of all our customers. In the event that you are still not satisfied, you can refer your problem to an Ombudsmun, VCAT, ESC, AER, an independent dispute resolution scheme, in your state etc.
Contact details for the various energy Ombudsman are to be found on our web site at: www.winenergy.com.au/related-links.html
Your obligations explained
Energy is a valuable commodity. It can also be dangerous if misused. You have to observe a number of obligations, including complying with the Retail Energy Code and the terms and conditions of your contract with your exempt energy retailer and its agent, WINenergy. It is important that you refer to the Distribution Charter, provided by your local network service provider, for a full understanding of the obligations you have under that Distribution Charter and under the Energy Distribution Code with which you are also required to comply.
Disconnection and reconnection
Why would we disconnect you?
WINenergy, your exempt energy retail provider, or your local network service provider, may disconnect your energy supply for the reasons summarised below, but we must first follow the rules set out in the Energy Retail Code. You may also request disconnection of your supply address.
Unpaid bills
If you are having trouble paying an energy bill by the pay-by date, you must contact us immediately. We will not disconnect you for not paying your account before we have:
- sent you a reminder notice;
- provided you with at least five business days written notice of our intention to disconnect your energy supply.
For other reasons
Despite anything else in this WINenergy Customer Charter, your energy supply may be disconnected or interrupted for the following reasons:
- in the case of an emergency;
- for health and safety reasons;
- for planned maintenance (see your Distribution Charter);
- if you are using electricity otherwise than in accordance with the Electricity Distribution Code (see your Distribution Charter);
You will not be disconnected in any of the following circumstances:
- for non-payment in accordance with the regulations;
- if you do not provide us with access to the meter in accordance with the regulations;
- for health and safety reasons;
- for maintenance;
- in an emergency;
- at the direction or request of a regulator;
- if you are using energy in a way that doesn't meet the regulations; or
- if this agreement has terminated and we are permitted to by the regulations.
Are there times you can't be disconnected?
You will not be disconnected in any of the following circumstances:
- if your address is registered as a life support machine address;
- if any formal complaint you have made to an Energy and Water Ombudsman, directly related to the reason for disconnection, remains unresolved;
- for failing to pay us for something other than energy or related services; or
- after 2 pm (residential customers) and 3 pm (commercial customers) Monday to Thursday, on a Friday, on a weekend, on a public holiday, or on the day before a public holiday, except in the case of a planned interruption or other reasons as required by your distributor.
Re-connection
WINenergy will arrange re-connection of your service at your request. We simply ask that any outstanding amount be paid in full. If there are other reasons for your disconnection, we'll work with you to resolve the reason for your disconnection, and a fee may be charged.
On a business day, if you contact us by 3 p.m. and have taken the required action, we will re-connect your premises that day. After 3 p.m. on a business day, you can still be re-connected that day, but you will need to agree to pay an after hours re-connection fee.
Like to know more?
If you want to know more about any aspect of energy supply, please contact WINenergy.
WINenergy Pty Ltd
Suite 201, 12 Cato Street
Hawthorn East VIC 3123tel 03 9822 4055
fax 03 9822 4399customer service 1300 791 970
email sales@winenergy.com.au
Online Resources
WINenergy maintains a comprehensive collection of information and resources online via our web site.
WINenergy Customer Charter
This WINenergy Customer Charter can be found online at: www.winenergy.com.au/customer-charter.html
Codes and Guidelines
The sale of energy in Australia is covered by a range of laws, codes, regulations, guidelines and consumer protection legislation. WINenergy has collected together the Codes and Guidelines that you may need to know about and made them available in one place on our web site at: www.winenergy.com.au/codes-guidelines.html
Related Links
The WINenergy web site has a comprehensive list of links to the web sites of the various federal and state government agencies, energy industry bodies etc. at: www.winenergy.com.au/related-links.html
Intermediary Sales of Energy Agreement
The latest WINenergy Intermediary Sale of Energy Agreement is available online at: www.winenergy.com.au/energy-agreement.html
Emergency Contact Numbers
The WINenergy web site has an up-to-date list of emergency contact numbers online at: www.winenergy.com.au/emergency-numbers.html
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