Frequently Asked Questions
Billing
You will receive your Utility Shop bill either via email (PDF copy of your bill) or if you have requested a hard copy via postal mail to your nominated postal address. Utility Shop at present does not have an app.
Remember – you get only one utility bill from Utility Shop, which can cover electricity, gas and hot water. We’re conscious of the environment in all that we do. However, if you prefer a hard copy of your bill, we can mail it to you for a small additional fee.
Your billing frequency appears on your original Utility Shop utility agreement. In general, residential customers are billed on a quarterly basis (~ every 90 days) and small businesses every month.
If you hold a concession card you may be eligible for a discount. Visit our Concession Page. If you have further questions feel free to contact us – Contact Page
Customers who receive Centrelink benefits or allowances can call Centrelink directly on 1800 050 004. South Australian customers can access other concessions and rebates by calling: 1800 307 785. You’ll find more information at:
Your fees and charges appear on the original utility agreement you received from us when you connected via your price fact sheet. Please email us if you have lost or misplaced this information and we can send it to you again.
If you’re having difficulty paying your Utility Shop bill, please visit the Hardship Policy page.
By paying via direct debit you’ll automatically pay your utility bill on time. This ensures you don’t lose your on- time discount.
Any number of factors could cause a larger than normal utility bill. Please refer to the attached link Higher Bill This may help you identify why your bill is higher than normal.
Send us a message via the contact page on this website. You can also call us on 08 7127 1510.
There is an independent utility ombudsman (energy and water) in all Australian states and territories. Generally, contacting Utility Shop first will be the quickest way to rectify any problems.
If there is a genuine risk to people or property, call 000 immediately.
Explanations
All Retail Utility Meters have a NMI number (National Metering Identifier). You are a part of an embedded building, which has only one Retail Meter (gate meter) connected to the electricity grid. This gate meter is for the whole building. Your tenancy’s meter is not a part of the National Energy Market (NEM) so you do not have a NMI number.
Your meter is called a sub-meter, which has a unique meter number on it. This meter number appears on your Utility Shop Customer Account on our website, as well as on your utility bill.
An AER (Australian Energy Regulator) approved sub-meter is used to measure your energy use.
Utility Shop are a provider of utility services to multi-tenanted buildings and property estates. We are not a Retailer, but are referred to as an exempt reseller of utilities.
Utility Shop simplifies your utilities by combining everything into one clear bill with fair pricing, no tricky contracts, and real savings.
In the electricity market Distributors transport the electricity from the Generators to your building. Distributors own and manage the transformers, power poles and power lines.
In the electricity market Exempt Sellers buy electricity from an Electrical Retailer and sell it to the end consumer.
The strata committee of the owners corporation is a group which represents owners or owners’ nominees. It administers the day-to-day running of the strata scheme in your unit, apartment or townhouse community and is elected at each annual general meeting (AGM). The strata committee consists of the number of persons determined by the owners corporation. Large schemes must have a minimum of 3 members.
Once the strata committee is elected, the members of the committee decide who is to hold the office-bearer positions. The owners corporation (OC) has the authority to dismiss some or all of its strata committee. An owners corporation may also employ a strata managing agent and/or caretaker to carry out some or all of the responsibilities of the strata committee.
The following people are eligible for election to the strata committee:
- an individual who is an owner
- a company nominee of a corporation that is an owner
- a co-owner of a lot if nominated by another owner other than the co-owner, or the co-owner if they are not a candidate. Only one co-owner of a lot can be a member at the same time.
- an individual who is not an owner but who is nominated for election by an owner who is not a member nor a candidate.
Who is ineligible for election to the strata committee:
- a building manager
- a property manager or leasing agent
- A person connected to the original owner who does not disclose the connection. Un-financial owner at the time of the notice who has not paid amounts owing prior to the meeting. If become ineligible after appointment and does not disclose in writing to the secretary or chairperson.
- If become ineligible after appointment and does not disclose in writing to the secretary or chairperson.
Who can nominate:
- Sole owners can self-nominate.
- A person who is an owner of more than one lot can nominate one person per lot. An owner does not need to be financial to nominate another person.
- An owner does not need to be financial to nominate another person. However, an un-financial nominator at the time of a committee meeting will remove the members’ ability to vote.
- A co-owner can nominate other co-owners of their lot providing they are not a candidate for election.
Strata Committee Meetings
A decision at a strata committee meeting is considered a decision of the owners corporation.
The Strata Titles Act 1988 requires the strata corporation to hold meetings at least once a year to ensure the strata scheme is adequately insured and to discuss other matters as required by the law. Each unit owner has one vote and where a unit is owned by two or more people this vote is shared between them.
Convening a meeting
Options to convene a strata committee meeting:
- the standard last motion on our committee notice is to set a date and time for the next meeting
- the secretary may convene a meeting
- 1/3 of committee members can request a meeting, and the meeting is to be held not later than 14 days after the request (28 days if it is a large scheme)
Quorum
A motion on the notice of the strata committee meeting must not be considered unless there is a quorum present to consider and vote on the motion. A quorum is present at a meeting when:
(a) in the case of a strata committee which has only one member, if the member is present;
(b) in any other case, if not less than one-half of the persons entitled to vote on the motion are present.
A person who has voted, or intends to vote by a permitted means other than a vote in person is taken to be present for the purposes of determining whether there is a quorum. A member with the consent of the strata committee may appoint an owner or eligible company nominee, to act in his or her role at any meeting of the strata committee. A person can be appointed even if they are already a member of the committee. If your scheme has tenancy notices for more than half the lots in the scheme, then there should be a tenant representative. This person cannot be counted in determining the quorum.
Eligibility to vote
A committee member cannot vote if the contributions for their lot have not been paid, or if they were nominated for the strata committee by an owner who has not paid the contributions for their lot. The key is whether or not the owner of the lot was an un-financial at the date notice of the meeting and did not pay before the meeting. Tenant representatives cannot vote.
Disclosures of pecuniary interest
If you have any pecuniary interest in a motion, then the nature of the interest must be disclosed at a meeting AND the particulars are to be kept in a book for this purpose. A member with a pecuniary interest on a particular matter cannot vote on a motion relating to that matter.
Motions decided
Motions are decided by majority and declared by the chairperson at the meeting. A motion is valid if proper notice is given and each committee member received the motion. If before the meeting, notice is given to the secretary by owners whose unit of entitlement is greater than one third, that the specified owners are opposed to the decision.
The roles of the office bearers
The Chairperson
The chairperson presides at general meetings and strata committee meetings and determines quorums and procedural matters at those meetings. The chairperson does not have a casting vote. Procedural matters include:
- The declaration of the result of voting by the chairperson is required and conclusive
- Ruling a motion out of order
The Secretary
The following functions of the secretary are delegated to the strata managing agent
- Maintain the strata roll
- Convene meetings of the committee and the owners corporation
- Provide notices of meetings and other matters
- Provide minutes of meetings
- Enable inspections of books and records
- Answer communications addressed to the owners corporation
If the secretary believes on reasonable grounds that an offence has or is being committed under the Act then there are investigative powers they can exercise, and they can be accompanied by another committee member, a building manager, or the strata manager.
The new laws also enable the secretary to conduct investigations and research, to attempt to resolve complaints and disputes, and to provide of owner corporation information to relevant parties.
The Treasurer
The following are considered general functions of the treasurer which are delegated to the strata managing agent
- Sending levy notices
- Receipting, banking and recording moneys paid to the owners corporation
- Provide the strata information certificate (relating to the sale of a lot)
- Keeping accounting records and preparing financial statements
Strata Plus recommends a motion be put to the owners corporation to delegate authority to the treasurer to place investments of the trust funds.
Disclosure
It is vital to disclose a connection to the original owner for election to the strata committee. The disclosure must be made at the AGM before the election and is to be recorded in the minutes of the AGM. A connected person to the original owner is:
(a) a relative of the principal or holder of an executive position (director, manager or secretary of the corporation)
(b) a person employed or engaged or a business partner of the original owner
(c) the employer of the original owner
(d) any connection or association.
Further information on the Strata Titles Act 1988 is available HERE
An embedded network is where many Retail Meters have been converted into one Retail Meter (gate meter) for the property and all tenants each have a Sub-meter. Download Embedded Network FAQ PDF here
Who are Sustainable Savings? The local network service provider legally only manages electricity supply to the lot boundary of a site. The MSB and all electrical infrastructure downstream of it remains the responsibility of the site owner or strata. Hence, supply interruptions and other electrical risks at the site do not change whether the site is operating as an Embedded Network or not. As such, there are no additional liabilities in managing an Embedded Network that do not already exist at site. What is the benefit of an Embedded Network? It also has the benefit that where energy efficiency upgrades are made to the building, or solar is installed, this can further help to reduce the gate meter costs and allow further savings to flow through to the tenants and common areas. In instances where a centralised hot water service is used to supply your apartment and was not previously metered, the upgrading of the infrastructure to install hot water meters allows a more equitable “user pays” principle to apply to cover the cost of the natural gas used to heat the water. This way a one-bedroom apartment does not subsidise a three-bedroom apartment. Note that the cost of the actual water consumed (cold & hot) is still covered by the building owner/strata. Who is the owner of the Embedded Network? Do I still have my own meter to measure my consumption in an Embedded Network? Are there any costs and/or fees for transferring to Sustainable Savings? New residents after the establishment of the Embedded Network will be treated as a new connection and a connection fee applies. Under what circumstances can the utility rates offered to customers be varied (+ or -)? Are there any costs associated with changing providers (from Utility Shop) in the future if the existing meter is “abolished”? Do Government concession credits apply on electricity consumption provided by Utility Shop? Is there is anything like a ‘pay on time’ discount available? Who will pay for the natural gas used to heat hot water and supply cooking gas to each apartment? Will this system continue? At the moment my energy retailer is billing us on a 3-monthly basis. Will this continue? Is the general energy supply rate quoted in the supply agreement a flat rate? In the event of a dispute, will we be able to contact the Energy Ombudsman? Do I have a cooling off period? if so, what is it? If I decide I do not wish to participate at the start of the project will I be able to join later and if so, will there be any extra cost? | What options are available to pay my invoice? If the utility rates change, how much notice will I receive? Who is my agreement with? Sustainable Savings? There is no mention of the current SA Government Concession. Will you be notifying them on our behalf of the changeover so that the concession will be transferred to our Electricity account? Is the General Supply Rate likely to change in the near future and if so, what factors will determine what the new fee will be? Governments of all persuasions indicate that electricity prices should reduce. Will the General Supply Rate reflect this when that takes place? Will Sustainable Savings arrange abolishment of meters with residents’ existing retailers? What is the anticipated or likely change over date from residents’ current providers? What is the anticipated or likely completion date for the Embedded Network? Will I be notified once Sustainable Savings formally takes over the billing of my meter? Supply Agreement. Why are the Defined and Supplementary Terms not included with the Supply Agreement as they constitute a part of the terms of this Agreement? When must a customer pay a Security Deposit? What is the value of the Security Deposit? Under what conditions is the Security Deposit required to be paid? Are there any hardship procedures provided? Are there any negative impacts on customers if they accept this supply agreement? An offer by another retailer must be assessed on balance, covering all fees and charges that apply to the supply. That is, the energy rates and supply charges across a whole billing period incorporating any applied discounts. If a customer wanted to leave the embedded network, they can move to what is called a ‘Child Meter’ so nothing changes with the wiring, but they must get a new retailer under an energy only contract which may be difficult to secure. If a tenant/resident moves to a child meter, Utility Shop will still need to bill the regulated network component to the tenant/resident as this fee is still payable by Utility Shop, not the new retailer, as all the electricity supplied to the building is via the gate meter covered by Utility Shop. If you obtain a standard offer from the retailer, you will be billed twice for the network component. Utility Shop is legally obliged to collect the network distribution component as it is covered through the single connection point of the gate meter. Alternately, to be wired out of the embedded network after its creation, a direct connection to the grid would have a cost attached to this for the work to be done. It is estimated to be around $1000 but varies site by site. |
Sustainable Savings is seeking your consent to create (or ‘retrofit’) an embedded network. At present, you are directly connected to the national electricity grid (the poles and wires) and buy electricity from an authorised retailer of your choice.
An embedded network is created by installing a ‘parent’ or ‘gate’ meter at the front of the building. This will allow Sustainable Savings to buy ‘in bulk’ for the entire site and then on-sell electricity to you.
Sustainable Savings needs to seek your consent and may need to submit evidence to the AER before these changes can go ahead in the form of Explicit Informed Consent (EIC). The Australian Energy Regulator (AER) places conditions on Sustainable Savings to protect you.
As part of this process, Sustainable Savings as the prospective Exempt Network Operator (ENO) must ensure that information regarding the proposed retrofit is clearly, fully and adequately disclosed, and that it has regard to a person’s capacity to provide consent.
Please download and read the attached Embedded Network Retrofit Conversions Factsheet which contains important information on the proposed changes and what this means to you.
If you have any questions or concerns, please contact us via the nominated channels asking for the one Utility Shop’s representatives listed in the PDF to contact you.
Download Embedded Network Retrofit Conversions Factsheet PDF here
Australian Energy Regulator (AER) Established by section 44AE of the Competition and Consumer Act 2010 (Cth). Regulates electricity networks and covered gas pipelines in all Australian jurisdictions except Western Australia. This includes setting the amount of revenue that network businesses can recover from customers for using these networks. The AER also monitors, report on, and enforces the laws for the National Electricity Market and spot gas markets.
Australian Energy Market Operator (AEMO) Operates the systems that allow energy to be generated, transmitted and distributed, and the financial markets that allow energy to be sold and bought.
Body Corporate Means a controlling body of a scheme constituted under State or Territory strata titles legislation, the members of which are lot owners (or their representatives) and includes an owner’s corporation but is not a body corporate for the purposes of the Corporations Act 2001 (Cth).
Embedded Network A distribution system, connected at a parent connection point to either a distribution system or transmission system that forms part of the national grid, and which is owned, controlled or operated by a person who is not a Network Service Provider.
Embedded Network Manager (ENM) A market participant who meets the requirements listed in schedule 7.7 and has been accredited and registered by AEMO as an Embedded Network Manager. The purpose of the ENM is to facilitate the transfer of customers from off-market to on-market (and back again if required).
Exempt Network Operator (ENO) An entity engaged in the activity of owning, controlling or operating an exempt network in accordance with an AER. Authorised to operate an Embedded Network with multiple electricity customers, and on sell electricity energy purchased as a National Electricity Market Customer as recorded by parent metering, to customers within that electrical installation. billed by the ENO.
Energy Means electricity only
Energy only contract Means the supply of electricity where the regulated network component of charges are removed from the customer’s bill leaving only the retailer’s margin and wholesale cost of generation. The network costs are charged separately by the ENO.
Exempt Customer Means a customer that does not belong to the Embedded Network
MSATS Means the Market Settlement and Transfer Solution system operated by AEMO where the Retailer which is registered as a market customer with AEMO and which, directly or indirectly, on-sells electricity for sale to customers. MSATS is an online system where Retailers and other market participants use this system to manage meter, network, and customer information.
Meter Means the device that measures the quantity of energy passing through it or records the consumption of energy at the customer’s premises.
On–selling or selling Means an arrangement where a person acquires energy from a retailer following which the person acquiring the energy or a person acting on their behalf sells energy for use within the limits of premises owned, occupied or operated by the person.
Public Register Means a register of network exemptions published by the AER
Residential customer Means a customer who purchases energy principally for personal, household or domestic use at premises.
Retailer Means a person who is the holder of a retailer authorisation for the purposes of section 88 of the Retail Law.
Retailer of choice Means a customer can choose their own retailer
Small customer Means a customer who is a residential customer, or who is a non-residential customer who consumes energy at non-residential premises below the upper consumption threshold, as defined by the relevant jurisdiction. If no threshold is defined, 100,000 kWh per annum for electricity.
Move In - Connect
Connecting your utilities with Utility Shop is easy. Simply jump onto our website and “click” the MOVE IN page. Fill in the CONNECTION application and submit your application.
Alternatively, if you wish you can contact Utility Shop contact page. During business hours – Monday to Friday 9am to 5pm.
Once your application for CONNECTION has been received by us, physical connection will take approximately 2 working (business) days.
If you wish you can contact Utility Shop – contact page.
During business hours – Monday to Friday 9am to 5pm.
CONNECTION of your utilities occurs during business hours – Monday to Friday between 9am and 5pm.
If you wish you can contact Utility Shop – contact page.
During business hours – Monday to Friday 9am to 5pm.
No you do not need to be home. Your connection is set up without the need for your attendance or access to your home.
If you wish you can contact Utility Shop – contact page.
During business hours – Monday to Friday 9am to 5pm.
Simply try using any item that needs an energy supply. We will also SMS you to notify you of the connection.
If you wish you can contact Utility Shop – contact page During business hours – Monday to Friday 9am to 5pm.
By utilising the Direct Debit option you will automatically pay your utility bill on time. This ensures you do not loose your ‘on time discount’.
The Fees and Charges for CONNECTION are set out in your Utility Shop Utility Agreement.
If you wish you can contact Utility Shop – contact page.
During business hours – Monday to Friday 9am to 5pm.
All Retail Utility Meters have a NMI number (National Metering Identifier). You are a part of an embedded building, which has only one Retail Meter (gate meter) connected to the electricity grid. This gate meter is for the whole building. Your tenancy’s meter is not a part of the National Energy Market (NEM) so you do not have a NMI number.
Your meter is called a sub-meter, which has a unique meter number on it. This meter number appears on your Utility Shop Customer Account on our website, as well as on your utility bill.
An AER (Australian Energy Regulator) approved sub-meter is used to measure your energy use.
Move Out - Disconnect
Simply jump onto our website and go to the MOVE OUT page. Fill in the DISCONNECTION application and submit your disconnection notice.
Alternatively, if you wish you can contact Utility Shop contact page. During business hours – Monday to Friday 9am to 5pm.
Once your application for DISCONNECTION has been received by us, physical disconnection may take up to 2 working (business) days.
If you wish you can contact Utility Shop contact page. During business hours – Monday to Friday 9am to 5pm.
The Australian Energy Regulator (AER) mandates that retailers must use their “best endeavours” to get an actual meter reading for the final
Bill.
DISCONNECTION of your utilities occurs during business hours – Monday to Friday between 9am and 5pm.
If you wish you can contact Utility Shop – contact page. During business hours – Monday to Friday 9am to 5pm.
No you do not need to be home. Your DISCONNECTION is implemented without the need for your attendance or access to your home.
If you wish you can contact Utility Shop – contact page. During business hours – Monday to Friday 9am to 5pm.
The Fees and Charges for DISCONNECTION are setout in your Utility Shop Utility Agreement.
If you wish you can contact Utility Shop – contact page. During business hours – Monday to Friday 9am to 5pm.
Emergencies
If there is a genuine risk to people or property, call 000 immediately.
Simply log onto your “MY UTILITY PROFILE” and follow the guide.
1. Torch
Always handy to have a torch in an easily accessible place.
2. Communication Means
Hopefully your phone has enough battery power left. It is more difficult these days to find a phone that does not need power. Particularly if you do not have a home fixed phone. For extreme weather it is always advisable to have a battery-powered radio to listen to news and emergency warnings.
3. Generator
Only use essential items, many electrical items are nonessential and will waste power.
Always follow instructions when using the generator.
4. Safety Procedures
Whether a home or business, it is always advisable that all tenants clearly know what to do in case of an emergency. Your building may have an emergency procedure and an evacuation assembly point.
Life Support
If you have life support equipment at your home, you may rely on energy for the equipment to work. However, sometimes your energy supply needs to be turned off for scheduled maintenance or repairs. Following this link to learn more.