Standard connections for water, sewerage and electricity supply

Transcription

1 Pilbara electricity and water services Standard connections for water, sewerage and electricity supply Introduction Rio Tinto is committed to providing safe, reliable electricity, water and sewerage services, supported by quality customer service to the towns that we supply. This document provides the standard conditions for the connection and provision of water, sewerage and electricity services to your property. These conditions apply to all services and connections provided by us to you, unless specifically excluded in writing by an authorised Rio Tinto representative. If you require a new or modified connection, please also review our Planning and development policy. We may need you to satisfy further requirements prior to us providing you with additional water or electricity services. Customer services To ensure we meet our commitment to provide you with quality customer service, we have developed the following policies to assist you in understanding your service, account and to help resolve any issues you may have. Introduction - Rio Tinto as a utility provider Accessibility and equal opportunity policy Bill review policy Community subsidies and concessions policy Complaint and dispute resolution policy Financial hardship and payment difficulty policy Invoicing and meter reading policy Privacy policy Sustainable and efficient use of water and electricity policy Tariffs and charges policy These policies form part of the standard conditions for the connection and provision of water, sewerage and electricity services. These policies are available online at or you can request a hardcopy by contacting us on or piics.utilities@riotinto.com Page 1 of 10

2 Water and sewerage services Our commitment We are licenced to provide water and sewerage services to Dampier, Pannawonica, Paraburdoo and Tom Price town properties. We are committed to supplying you with safe, high quality drinking water as well as effective wastewater services. Further, we are committed to ensuring we comply with all relevant legislation, standards and principles, including the requirements set out in our water license. As the owner or occupier of a property, you must comply with the relevant water services legislation and any special conditions that may apply to your connection. You are also responsible for all internal reticulation and plumbing on your side of the meter, including the standpipe. You must contact a licensed plumber if you need to undertake any maintenance or upgrades to your internal plumbing and reticulation. If you have any concerns about the quality, pressure or flow of water or if you have any other issues, please contact us on or piics.utilities@riotinto.com. Terms and conditions for water and sewerage services Standard water supply connections We must approve all water supply connections prior to connection. Standard water supply is a connection of a metered supply service to an existing main comprising 20 millimetres (mm) water supply pipes. The connection will usually be laid 500mm from the side boundary. If you need to relocate your service (and it is possible to do so), all costs will be charged to you. We will install the meter 200mm 250mm above ground level. You must maintain a clear space of at least 300mm on each side and 1200mm above the meter. Please make sure there is sufficient room to accommodate the meter and its fittings adjacent to the water main and allow for meter reading and maintenance. Subject to any capacity restraints, we will install your new water service connection within 10 business days after receiving your application and payment, whichever occurs latest in time. In all other cases, applications for connections will be considered subject to engineering and financial assessment. An outcome will be provided within 10 business days of your application. Potable Water System pressure and flow The water service works we provide you, for the purpose of water supply services, will be designed, constructed, operated and maintained to provide continuity of pressure and flow of this service. We will endeavour to ensure the following pressure and flow standards are monitored and maintained: Minimum Static Pressure: 15 metres of water Maximum Static Pressure:100 metres of water Minimum Flow: 20 litres per minute Page 2 of 10

3 Drinking water quality We will use our best endeavours to ensure the drinking water we provide you meets the requirements of the Australian Drinking Water Guidelines and the Memorandum of Understanding for Drinking Water Quality between Rio Tinto and the Department of Health. Chlorine is used to treat our water supply systems. Fluoride is also present in our water supply. Fluoride is naturally occurring in supplies to Pannawonica, Paraburdoo and Tom Price and is provided to Dampier by the fluoridated supply from the Water Corporation. Fluoride assists in dental health. Standard sewerage connections We must approve all sewerage connections prior to connection. Your property sewer connection refers to part of a sewer (connecting a wastewater inlet to our existing sewerage assets) between the inlet and the property connection point. The details of these connections, such as the size of pipes, are made by agreement between you and us. Subject to any capacity restraints, we will install your new sewer service connection within 10 business days after receiving your application and payment. Where internal plumbing work is required, you will need to engage a licensed plumber. Backflow prevention devices An ongoing threat to the quality of drinking water is the flow of water backwards from a customer s property through their water service connection. As a result, all connections to our water service assets must have a backflow prevention device installed to assist in preventing any contamination occurring. For all new connections, you are responsible for engaging an appropriately qualified plumber to install a suitable backflow prevention device that complies with AS : 2003 Plumbing and drainage - Water services. This device must be installed on your side of the meter and within the property boundary. For existing connections, we may provide you with a written request to install a backflow prevention device if we determine that the plumbing connected to our water service works presents a contamination risk to our supply. In addition to installation, you are responsible for ensuring that the backflow prevention device is tested and certified in accordance with AS : 2010 Water supply - Backflow prevention devices - Field testing and maintenance of testable devices. You must also ensure ongoing maintenance of the device is conducted in accordance with this standard. Discharge of unauthorised substances It is your responsibility to ensure that stormwater and other unauthorised substances are not discharged into our sewers. Certain waste products are not suitable for disposal in our wastewater system due to their nature and ability to pollute. Specialised procedures for disposal are required for substances such as: Cooking oil and grease; Paint, oil, solvents, acids, alkalis, kerosene, garden poisons or cleaning fluids; Page 3 of 10

4 Products such as disposable nappies, sanitary napkins, tampons, cotton buds, syringes, toilet deodorant packs and razors. Interruption to supply We will not cut off the supply of water to an occupied dwelling unless the occupier has agreed to this and we will make every effort to ensure that your water supply is not interrupted. We sometimes need to carry out planned or unplanned (e.g. burst pipes) maintenance on our services. If a routine inspection or maintenance is likely to cause disruption to an occupant, we will provide the occupier with at least 48 hours notice of any proposed entry, unless the occupier agrees otherwise. Further to this an authorised person may enter, at all reasonable times, a place without consent, notice or warrant for the purpose of routine inspections or maintenance to a water services connected to our water service works. However these powers of entry only extend to the area associated with a dwelling but not the dwelling itself. In the event of an unplanned interruption to your supply, we aim to undertake prompt repairs and clean-up where there is water flooding or wastewater overflow on your property due to any failure of our system. We will not reduce the rate of flow of water to below 2.3 litres each minute, unless there is a reasonable risk of a health or safety hazard. It is also our general policy that we will not disconnect or restrict water services to a property for the non-payment of bills. Other works If we remove or erect a fence or gate when exercising any works power, we will take all reasonable steps to notify the owner before doing so. If we open or break up the surface of a road, we will complete the relevant work and reinstate the road, taking all reasonable measures to prevent that part of the road from being hazardous. If we undertake works with in a road and consider that it is necessary to alter the position of infrastructure, we will notify the person who is responsible for this infrastructure and may request that the person make the alterations within the time specified in the notice. Applying for a standard water or sewerage service New connections 1. Complete the Water and waste water connection application and the Residential water and electricity account application forms available at or request a copy by calling Receive confirmation of receipt from our customer services team, including any pre-requisite conditions to be met prior to connection. Page 4 of 10

5 3. Pay any fees and quotes provided via invoice to Pilbara Iron Company Services Pty Ltd and meet any pre-connection requirements that have resulted from this application. 4. Ensure an adequate backflow prevention device is installed at your property and to ensure that the device complies with Australian Standard AS : 2003 Plumbing and drainage - Water services. 5. We will connect our water system to your premises and activate the service within 10 business days of receiving your payment or from the completion of any other pre-connection requirements, or at a later date with your express agreement in writing. This is subject to compliance with any conditions in our agreement and any other applicable law. 6. Once your property is connected and a meter installed, you are required to pay usage and supply charges that are billed to residential customers every three months. If you would like to know more about paying for your service, please view our Invoicing and meter reading policy and our Fees and charges policy. 7. You must also meet your ongoing obligation to ensure that the back flow prevention device is maintained, tested and certified in accordance with Australian Standard Water supply - Backflow prevention devices - Field testing and maintenance of testable devices. Setting up a new water account (premises already attached to distribution system) This process applies once a water connection is already in place. 1. Complete the Residential water and electricity account application form available at or request a paper copy by calling Pay any fees and quotes provided via invoice to Pilbara Iron Company Services Pty Ltd resulting from this application. 3. We will install a meter within 10 business days of receiving your application and applicable fees, or at a later date with your express agreement in writing. This is subject to compliance with any conditions in our agreement and any other applicable law. 4. Once your property is connected and a meter installed, you are required to pay usage and service charges that are billed to residential customers. If you are a new tenant/owner moving in, ensure that a meter reading of the previous tenant or owner is taken so you only pay for what you use. If you would like to know more about paying for your service, please view our Invoicing and meter reading policy and our Fees and charges policy. Page 5 of 10

6 Electricity services Our commitment We are the supply authority responsible for generating, distributing and retailing electricity supplies, as well as connecting buildings or properties to our electricity network, in Dampier, Wickham, Pannawonica, Paraburdoo and Tom Price. We are committed to ensuring we comply with all the safety, quality and reliability requirements. We continually monitor and assess our supply of electricity. You are responsible for compliance with your relevant obligations under the electricity safety and services legislation, as well as any special conditions that may apply to your connection. If you have any concerns, please contact us on or Terms and conditions for electricity services Standard electricity supply connection Usually our residential connection is a three-phase and neutral supply. This is 415 volts. All connections will meet industry requirements, including but not limited to the Western Australian Electrical Requirements (2014). We are responsible for all the network electrical wiring outside your property. If you require electrical work at your property, you must contact a licensed electrician. Never try to do your own electrical work it is dangerous and illegal. Electrical inspection To ensure the safety of your connection, we will not energise a connection, including a reconnection, until we have received a Notice of Completion from your electrical contractor and/or your installation has been inspected, if required, by one of our designated electrical inspectors, as required by the Rio Tinto Electrical Inspection System Plan. See Energising your premises (setting up your account) for further information. Residual Current Devices (RCDs) It is a compulsory requirement that a minimum of two RCDs, that protect all electrical sockets and lighting, be fitted to a residential property before it can be sold and the transfer of title takes place. This is an external requirement and we request you contact the Department of Commerce, EnergySafety division for further information to ensure the safety of your premises and avoid any penalties. Planned interruptions to your electrical supply We will always endeavour to undertake maintenance on our networks without interrupting your supply of electricity. However, occasionally we need to interrupt supply to allow for essential maintenance on the network. We will provide you with notice at least 72 hours prior to a planned interruption that will affect your supply. We will usually provide an individual notice to you in the mail. This notice will outline the maintenance works, affected areas and an estimated time that Page 6 of 10

7 electricity supply will be restored. We advise that you keep a back-up supply if your electricity needs are critical for the care of the sick or elderly or your business, or if you rely on electrical pumps for your water. Unplanned interruptions to your electrical supply Unfortunately, there are many situations beyond our control that can interrupt your power supply without warning, such as storms, vandalism, fires and car accidents. We aim to restore electricity supply to you as quickly and safely as possible. Applying for a standard electricity service We advise the use of a qualified electrical contractor to help you complete the paperwork. This will ensure that we receive accurate information for your electrical requirements. Attaching your premises to our distribution system: Attach means physically connecting your premises to our distribution system prior to energising (i.e. turning on your electricity) at the premises. 1. Complete the New electricity connection or substantial increase in load form available at or on request by calling Pay any fees and quotes provided via invoice to Pilbara Iron Company Services Pty Ltd resulting from this application: Mail: Pilbara Utilities division, GPO Box A42 Perth WA piics.utilities@riotinto.com 3. We will attach your premises within 20 business days of receiving your application and applicable fees, or at a later date with your express agreement in writing. This is subject to compliance with any conditions in our agreement and any other applicable law and its subsidiaries. 4. Once you require your property to be energised, follow the process below. Energising your premises (setting up your account) Energise means to turn on your electricity supply once your premises are attached (i.e. physically connected) to our distribution system. For your safety, we do not process applications to energise new connections at your premises until the electrical installation has been inspected by Rio Tinto electrical inspectors and is deemed safe to be energised. We will need to physically inspect inside your house to ensure all fittings are wired in a safe manner. Our inspectors are authorised by EnergySafety to inspect the installations. The inspectors will provide you with identification before entering your house. An Inspectors order may be issued to the owner, builder or electrical contractor if any further work needs to be undertaken before the property can be energised. Your electrical contractor must provide you with an Electrical Safety Certificate within 28 days of Page 7 of 10

8 completing the electrical work, certifying that the work has been checked and tested, is safe, compliant and completed to Australian Standards. Please complete the following to energise your premises: 1. Your electrical contractor will provide us with a Notice of Completion. This will ensure that your electrical works will be inspected by a Rio Tinto electrical inspector, if required, and deemed safe. 2. Complete the Residential water and electricity account application form available at or on request by calling Pay any fees and quotes provided via invoice to Pilbara Iron Company Services Pty Ltd resulting from this application. 4. We will energise your premises with the Standard Supply within 5 business days of receiving your application and applicable fees, or at a later date with your express agreement in writing. This is subject to compliance with any conditions in our agreement and any other applicable law. 5. We will send you confirmation of your connection. Once your property is energised, you are required to pay all charges (as applicable) associated with the service. If you would like to know more about paying for your service, please view our Invoicing and meter reading policy and Fees and charges policy. For further information read the Economic Regulatory Authority s guide for electricity customers, available at Your responsibilities You play an important role in ensuring the quality, reliability and safety of your water, sewerage and electricity supply. We request that you cooperate with any reasonable request we ask of you in relation to your supply. Further, you must comply with any obligation imposed on you under the relevant water and electricity services legislation, as well as any special conditions that may apply to your connection. All customers Life support customers If you notify us that you are a life support customer we will do our best to ensure your water or electricity supply is not interrupted when we are undertaking planned maintenance. Life support equipment means the equipment designated under the Western Australian government s Life Support Equipment Subsidy Scheme visit for current information. Please ensure you tick the appropriate box on the Residential water/electricity account application if your connection is required for life support equipment. You also need to Page 8 of 10

9 support your application as a life support customer with a letter from a medical practitioner outlining the life support equipment used. It is your responsibility to ensure that your property remains registered by sending us an updated letter every 12 months. We will notify you in writing, at least three business days in advance, when we plan to do work in your area that will require an interruption to your power supply. If your situation has changed and you no longer use life support equipment, please advise us. Emergencies We can work together to ensure that any risks to your water, sewerage or electricity supply are minimised. In the event of an emergency relating to our water or electricity service, please call us on our 24/7 phone line We will advise of the nature and timing of action to be undertaken within one hour of your call. Maintenance of our assets and fittings Ensure you keep our service assets and fittings in a state of good repair and adequately protected from damage. Our assets are generally up to and including the meter and we have easements over our assets. An easement is a right of way that allows our worker to access and maintain our infrastructure on private property. There are safety considerations and restrictions on interfering with easements, including building houses or other structures, excavating or attaching anything to our assets. Additional requirements for protecting your water and electricity supply To ensure your service is protected, we request that you: Report obvious damage to our infrastructure (do not approach damaged assets) Dial 1100 before you dig to avoid damaging live electrical cables or water mains Report vandalism or suspicious activity around our infrastructure Maintain all internal plumbing and wiring in compliance with relevant standards Use licensed electricians or plumbers to undertake work on your internal services Inform us if you plan to change the wiring, plumbing or other equipment at your property in a way that may affect the quality or safety of the supply Keep all vegetation, structures and vehicles at your property clear of our assets Install, maintain and annually test your backflow device as required Drainage on your property must not allow uncontaminated stormwater runoff to enter our wastewater system Builders and developers Please view our Planning and development policy or contact us on if you require a non-standard service that may be required for certain activities such as: Subdivisions or amalgamations of land Connections requiring an extension or upgrade of our network Movement of our assets Temporary builder s supply Page 9 of 10

10 Other relevant documents We have also developed additional documents that provide supplementary information and these include the following: Water Services Manual Land Development Guidelines Planning and Development Policy Please contact us on if you require copies of these documents. Changes to this policy This policy is for the Pilbara Utilities division of Rio Tinto and may change from time to time. This policy will be reviewed annually or as required by changes in legislation. Where appropriate, we will notify you of this change. If you have any questions or suggestions about this policy, please contact us on or Do you need assistance in relation to this document? If you do not speak English, please call the telephone interpreter service (TIS National) on to arrange an interpreter. If you are hearing or speech impaired, please use the Telephone Typewriter (TTY) National Relay Service on Page 10 of 10