On this page you will find:

(a) Payment plan terms and conditions and;
(b) Direct debit terms and conditions

(a) Payment plan terms and conditions

About payment plan
Payment plan instalments are calculated based upon your current balance and your estimated future accounts for the period of the agreement. As future accounts have been estimated based on your previous water consumption history, we will review your account at the end of the payment plan agreement to determine if a refund is due or further payment is required.  If a further payment is required, we will rollover the balance to the next period.

While you continue to pay as agreed, your quarterly account will be forwarded to you for informational purposes only, and South East Water will cease any action for the recovery of your account balance while you continue to pay as agreed.

Payment plans can be set up for a period of six or twelve months for residential customers and six months for non – residential customers.  Payments can be on a monthly or fortnightly basis.

Cancelling or dishonouring a payment plan

To cancel a payment plan, you will need to notify South East Water at least four business days before a transaction is scheduled to be made.  Your payment plan will remain active and in effect until South East Water receives cancellation notice four days in advance.

If your payment agreement is not honoured or is cancelled:

• any outstanding balance must be paid immediately;
• we may refuse to enter into further payment agreements with you and
• we may without further notice to you take action against you to recover any amounts due to us.

If you wish to cancel a payment plan and this payment plan is attached to a direct debit, both the direct debit and payment plans have to be cancelled before you can revert back to quarterly billing.

We reserve the right to discontinue accepting payment plan payments at any time, for any reason without prior written notice. We may send notification of termination of the payment plan any time after the termination is effective. If we terminate, we will not accept payment and debit requests. We also may temporarily discontinue accepting payment plan payments, at our sole discretion.

Reminders
No reminders will be sent for your payment instalments.

Payment

You will not be able to change payment terms (payment amounts offered) in mySouthEastWater. You will be required to make your first payment within 15 days.

Concession

If you are entitled to a concession, which has not been deducted from your account, please call 131 851 to claim your entitlement.

Hardship

If you experience difficulty meeting these payments let us know immediately.
If you are already with Centrepay, you will not be able to start a payment plan.

Direct debit

In order to establish a payment plan with us, you must enter into a direct debit agreement with us on the terms set out below.
Payment by credit cards are not accepted for payment plans.

Updates to the terms and conditions

South East Water may amend or update these terms from time to time without notice to you. Such additional terms and conditions are incorporated by reference into these terms and conditions and you agree that you will comply with any additional terms and conditions that will be made available to you.  You may deregister your account at any time if you do not agree to these terms and conditions or any amendments or updates we may make from time to time.

(b) Direct debit terms and conditions

This agreement sets out the responsibilities and obligations between South East Water, ABN 89 066 902 547 (we) and our customers (you) in regard to the use of our direct debit system.

Our commitment to you

• We will send an account to you as normal.
• The direct debit payment will be processed on the due date shown on your account, or if you have entered into a budget plan, debits will be processed on the agreed dates. We will not alter the frequency of direct debit payments without first consulting you and seeking prior approval.
• We will provide you with at least 14 days notice in writing prior to making any changes to the terms of our arrangement with you.
• In the event that a payment is due on a day which is not a working day, we will defer the processing of direct debits until the next working day. This will not impact your payment dates.
• We will ensure that your personal details are kept strictly confidential and used only by our direct debit officers for your direct debit payments, or in accordance with this agreement, or as required by law.
• We will handle all personal information we receive from you in accordance with our privacy policy.
• The terms of the customer charter, or any other express agreement between you and South East Water, apply to South East Water’s services provided to you, except to the extent that those terms are inconsistent with this agreement


Your rights

• If at any time, the direct debit system no longer suits your needs, you can withdraw from the service by
contacting us on 131 851.
• You may also withdraw in writing by giving at least 10 days’ notice.
• You may also contact your financial institution.
• To alter a payment plan, the withdrawal must be made at least four working days from a payment date.
• We request that all queries in relation to direct debit requests for cancellation or deferral of payments be directed to us, as the first point of contact, prior to notifying your financial institution.

Disputes
• In the event that a debit drawing is disputed, you should contact us in the first instance, or your financial institution. We will respond to the dispute within seven working days of your contact with us and will endeavour to resolve the dispute within a further seven working days. In the event that an error has been made by us, a refund equal to the disputed amount will be paid in accordance with your instructions.
• We will, on request from your financial institution, provide information in connection with a claim made on it relating to an alleged incorrect or wrongful debit.

Your commitment to us
• The direct debit system is not available on all accounts, so if you’re unsure about your account type or other information, such as account number or what a ‘BSB’ number is, you should contact your bank.
• You must advise us if the nominated account is transferred or closed or if your details have changed.
• It is your responsibility to ensure that sufficient clear funds are available in your nominated account at the time of payment. In the event that insufficient funds are available, you can, by contacting us or your financial institution at least four working days from a payment date, request the cancellation or deferral of a payment. In the case of deferring a quarterly payment, a quarterly payment must be deferred for a minimum of seven working days.
• In the event that an amount is returned as unpaid from your financial institution, we will debit your account with an amount equal to the unpaid amount. Standard bank dishonour fees and normal debit fees may apply, so you should check this with your financial institution.

We reserve the right to cancel any direct debit request in the event of two or more debits being returned as unpaid. If the amount remains unpaid, it may be listed with a credit reporting agency, which could affect your credit rating. We reserve the right to withdraw this product, stop or change individual payment plans at any time. We will provide you with 14 days prior notice of any changes.  In the event we cease to trade, all payment plans will be cancelled immediately and both you and your financial institution will be notified.

Updates to the terms and conditions
South East Water may amend or update these terms from time to time without notice to you. Such additional terms and conditions are incorporated by reference into these terms and conditions and you agree that you will comply with any additional terms and conditions that will be made available to you.  You may deregister your account at any time if you do not agree to these terms and conditions or any amendments or updates we may make from time to time.

About payment plan
Payment plan instalments are calculated based upon your current balance and your estimated future accounts for the period of the agreement. As future accounts have been estimated based on your previous water consumption history, we will review your account at the end of the payment plan agreement to determine if a refund is due or further payment is required.  If a further payment is required, we will rollover the balance to the next period.

While you continue to pay as agreed, your quarterly account will be forwarded to you for informational purposes only, and South East Water will cease any action for the recovery of your account balance while you continue to pay as agreed.

Payment plans can be set up for a period of six or twelve months for residential customers and six months for non – residential customers.  Payments can be on a monthly or fortnightly basis.

Cancelling or dishonouring a payment plan
To cancel a payment plan, you will need to notify South East Water at least four business days before a transaction is scheduled to be made.  Your payment plan will remain active and in effect until South East Water receives cancellation notice four days in advance.

If your payment agreement is not honoured or is cancelled:
• any outstanding balance must be paid immediately;
• we may refuse to enter into further payment agreements with you and
• we may without further notice to you take action against you to recover any amounts due to us.

If you wish to cancel a payment plan and this payment plan is attached to a direct debit, both the direct debit and payment plans have to be cancelled before you can revert back to quarterly billing.

We reserve the right to discontinue accepting payment plan payments at any time, for any reason without prior written notice. We may send notification of termination of the payment plan any time after the termination is effective. If we terminate, we will not accept payment and debit requests. We also may temporarily discontinue accepting payment plan payments, at our sole discretion.

Reminders
No reminders will be sent for your payment instalments.

Payment
You will not be able to change payment terms (payment amounts offered) in mySouthEastWater. You will be required to make your first payment within 15 days.

Concession
If you are entitled to a concession, which has not been deducted from your account, please call 131 851 to claim your entitlement.

Hardship
If you experience difficulty meeting these payments let us know immediately. If you are already with Centrepay, you will not be able to start a payment plan.

Direct debit
In order to establish a payment plan with us, you must enter into a direct debit agreement with us on the terms set out below. Payment by credit cards are not accepted for payment plans.

Updates to the terms and conditions
South East Water may amend or update these terms from time to time without notice to you. Such additional terms and conditions are incorporated by reference into these terms and conditions and you agree that you will comply with any additional terms and conditions that will be made available to you.  You may deregister your account at any time if you do not agree to these terms and conditions or any amendments or updates we may make from time to time.