Customer Service Agreement
What are Quarterly Direct Debit and Bill Smoothing?
QUARTERLY DIRECT DEBIT allows you to pay your quarterly Alinta account automatically from your
nominated savings, cheque or credit account by the direct debit process. Because your account
varies each quarter, the amount that is debited from your account will vary each time.
BILL SMOOTHING allows you to spread the cost of your annual gas account over 12 equal monthly payments.
First, we calculate your anticipated annual gas usage (usually based on your previous usage) and divide that
into 12 equal amounts (“Monthly Payment”). The Monthly Payment is then automatically deducted each month
from your nominated savings, cheque or credit account by the direct debit process. After 6 months we review
your current plan to determine if payments are in line with your current usage and may adjust your payments if necessary.
Whether you choose Quarterly Direct Debit or Bill Smoothing you will still receive your bill as usual, so you can track
your gas usage. Any amounts you have paid during your billing cycle will appear on your statement. However, instead
of payment options, there will be a message advising you not to pay the bill as you are on a payment plan.
Whether you sign up for Quarterly Direct Debit or Bill Smoothing, your automatic payments will be made via direct debit
from your nominated account. As such, if you would like to pay your Alinta account by Quarterly Direct Debit or Bill Smoothing,
you are required to read the following DIRECT DEBIT AGREEMENT.
Direct Debit Agreement
This agreement outlines our service commitment to you, in respect of the Direct Debit Request arrangements made between Alinta Finance
Pty Ltd (User ID 250909) and you. It sets out your rights and responsibilities throughout the direct debit process.
Our Commitment To You
- In terms of the Direct Debit Request arrangements made between us and agreed by you, we undertake to periodically debit your nominated account for the agreed amount.
- The first drawing under this direct debit arrangement will occur as specified on the Direct Debit Request. Depending on the date of the Direct Debit Request, the first payment may occur before you receive the confirmation.
- Where the direct debit due date falls on a non-business day, it will be debited from your account on the next business day following the scheduled drawing date.
- We will give you at least 14 days notice in writing when changes to the terms of the arrangement are made.
- We will keep all information about your nominated bank account private and confidential, only to be disclosed at the request of you, the Customer, or your financial institution in connection with a claim made to an alleged incorrect or wrongful debit.
- We will deduct payment, to a maximum of the amount due at the due date of your direct debit unless otherwise specified by yourself.
- We will cancel your direct debit and notify your financial institution if you are no longer a customer of Alinta Sales Pty Ltd.
- If you wish to discuss any changes to the terms, please contact Alinta Customer Enquiries on 13 13 58.
Your Rights
Changes to the arrangement
If you want to make changes to the direct debit arrangements, please contact Alinta Customer Enquiries on 13 13 58. These changes may include:
- Deferring an individual direct debit; or
- Altering the Direct Debit Request in any way; or
- Stopping an individual direct debit; or
- Suspending the Direct Debit Request; or
- Cancelling the Direct Debit Request completely.
Enquiries
Direct all enquiries to us, rather than to your financial institution, and these should be made at least 20 working days
prior to the next scheduled direct debit date. All communication addressed to us should include your Alinta account number.
Disputes
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If you believe that a drawing has been initiated incorrectly, we encourage you to take the matter up directly
with us by contacting Alinta Customer Enquiries on 13 13 58 during normal business hours.
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If you do not receive a satisfactory response from us to your dispute, contact your financial institution (they will ask you
to contact us prior to involving them) who will respond to you with an answer to your claim:
- Within 5 business days (for claims lodged within 12 months of the disputed drawing); or
- Within 5 business days (for claims lodged within 12 months of the disputed drawing); or
- Within 30 business days (for claims lodged more than 12 months after the disputed drawing).
- You will receive a refund of the drawing amount if we cannot substantiate the reason for the drawing.
Your Commitment to Us
- Ensure that bank account information supplied to Alinta is correct by checking it against a recent statement from your financial institution.
- Ensure that your nominated account can accept direct debits (your financial institution can confirm this). You will be responsible for any fees or charges you financial institution imposes in connection with the direct debit.
- Ensure sufficient funds are available in the nominated bank account to meet a payment on its due date. We reserve the right to cancel the direct debit payment schedule arrangements by your nominated financial institution, and to arrange with you an alternate payment method.
- Advise us if the nominated account is transferred or closed or if your details have changed. Upon finalisation of your customer account with Alinta, all outstanding amounts will be withdrawn from your nominated account in the next payment cycle.
Fees & Charges
- If your drawing is returned or dishonoured by your financial institution, we may re-draw after 7 days.
- We will notify you of any return unpaid transactions; and any applicable fee (plus GST) will be raised against your customer account.
- We do not pass on any credit card processing fees to our customers.
- You are responsible for any fees or charges your financial institution imposes on you in connection with the direct debit.
- If your nominated bank account has insufficient funds to cover a payment, you are responsible for any costs we incur as a consequence of covering payment.
If you have any enquiries regarding stops, cancellations, or require payment assistance, please don’t hesitate to contact us on 13 13 58 during normal business hours.
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