A new billing schedule in 2012
In 2012, we’re introducing a new meter reading and billing schedule where access charges will be charged in arrears and all customers will receive quarterly accounts.
Why is Unitywater changing the billing schedules?
The new schedule addresses two key areas of customer concern: paying fixed access fees in advance and lengthy delays between water meters being read and accounts being issued. Under the new schedule, access fees will be charged in arrears and accounts will be issued much closer to meter reads.
Will this new schedule cost me more?
No. Any additional costs will be offset by improved efficiencies as a result of having a single, consistent meter reading and billing schedule across the Moreton Bay and Sunshine Coast regions. Be assured there will be no change to our already announced 2011-2012 prices and existing rebates will still apply, including pensioner rebates.
How will the new schedule affect residential customers?
The new schedule is being implemented from early February 2012. The first account for 2012 is a one-off transition account that will cover an extended water usage period as we make the transition to the new schedule.
However, the majority of our customers are expected to receive a smaller-than-usual account for the first quarter due to access charges moving from in advance to in arrears.
How will the new schedule affect high volume water users?
Some high volume water users will receive a larger account due to the extended water usage period covered by this transition account.
We appreciate this may place a strain on some budgets and we are more than willing to discuss our payment plans with these customers, or the possibility of tailoring a plan to suit their individual circumstances. Details of our existing payment plans are available under the paying my account FAQs.
We encourage anyone who is experiencing difficulty paying their account, or would like to discuss their account in person, to contact our Customer Service Team on 1300 0 UNITY (1300 086 489).
How will the new schedule affect non-residential customers?
The move to quarterly billing on the Sunshine Coast and the shift to charging for fixed access in arrears will also apply to our non-residential customers. The first account in 2012 for non-residential customers will also be a one-off transition account covering an extended water usage period.
When can I expect to receive my account?
Unitywater will start issuing the first accounts for 2012 in early February but some customers won’t receive an account until April. Water meters will be read on a continuous cycle, with quarterly accounts issued within days of those meters being read. Future accounts will be issued every three months from the date of this first account.
Because my water usage charge is over a longer period, will I trigger a higher tier charge?
No. Tiering for water usage is calculated on an average daily use. This will not be affected by the length of the billing period.
To find out the relevant tier charges for your area visit our fees and charges page.
Will the new schedule affect my direct debit set up?
No. Any direct debit payments you have previously arranged with us will remain in place. If you would like to change your direct debit payments or for customers who would like to set up a direct debit payment, please call our Customer Service Team on 1300 0 UNITY (1300 086 489).
Will I still receive my rebate?
Yes. All existing rebates such as the Pensioner Rebate will still be applied to eligible customers.
I’ve noticed some changes to how information appears on my account. Is this because of the new schedule?
We have taken the opportunity in 2012 to improve the way information is presented on accounts. For more detailed information read how to read your account.
Can I find out more information?
For more information about the new billing schedule and how you will be affected, contact Unitywater on 1300 0 UNITY (1300 086 489).
Fact Sheet: Your questions answered.... a new billing schedule in 2012(PDF)
Videos: Unitywater YouTube Channel
Media Releases: Better billing on the way