1 April 2015
Flick customers need to have a functioning smart meter. These supplementary terms and conditions (“supplementary terms”) govern participation in Flick’s smart meter installation programme (“the Programme”). These supplementary terms apply in addition to Flick Customer Terms and Conditions
What happens if we can’t install a meter or the new meter doesn’t remotely communicate with us?
We will conduct a screening process prior to accepting your application to the Programme to identify any potential issues that may mean your meter can’t be upgraded. Despite this screening process, things can still go wrong.
In the event we can’t upgrade your meter, or the meter is installed but fails to communicate with us, you will be required to switch away from Flick. In these circumstances we will first attempt to reverse your switch back to your previous retailer. If this is unsuccessful, then we will require you to immediately switch to another retailer. We will assist you with this process as much as possible, but staying with Flick without a functioning smart meter is not possible. If a switch reversal is unsuccessful, we will estimate your consumption for billing purposes as per clause 7 below.
There is a cancellation fee should you choose to not complete the upgrade process.
To complete the upgrade we need to physically install the smart meter, and we also need to be sure that the meter is communicating with our systems. In most cases, we will be able to confirm the process is complete approximately 10-15 working days after the date your new smart meter has been installed. After we have confirmed the process is complete, you can then switch to another electricity provider if you wish with no cancellation fee, however you will still need to pay for any electricity billed to you by Flick for the time you are with us. Should you wish to cancel the upgrade process before the process is complete, you can do this by notifying us in writing, however this will incur a $150 +GST cancellation fee and you will still need to pay for any electricity billed to you by Flick for the time you are with us.
Your obligations to us during the upgrade process. We will require your assistance throughout the upgrade process to ensure things go smoothly. Your obligations are as follows:
a. We will provide you with a smart meter installation questionnaire. You need to complete this questionnaire honestly and as accurately as possible. If you omit to tell us something, or the information contained is wrong, and that results in your upgrade not being completed, or additional costs being incurred due to delays or otherwise, you will be liable for the additional costs incurred. For example, if you didn’t tell us you have a dog, and the installer feels it’s unsafe to enter your property and has to return another day.
b. On the day we become responsible for your electricity supply, we will request a meter upgrade with the installation team in your area and we will let you know. On this day, or as near as possible, we will require you to take a photo, or record, of your current meter reading and email it to us. This is so we have a record of your meter reading to help us identify and resolve any issues with your previous retailer.
c. In accordance with standard Flick Customer Terms and Conditions, you will need to provide safe and clear access for our installer to upgrade your meter.
d. In some instances a smart meter can’t be installed at your property without additional remedial or electrical work first being completed. In these circumstances the additional work needs to be completed at the property owner’s expense. If the work can be completed by the installer, they will provide a quote, and if accepted, come back and complete this work in conjunction with the smart meter install. The property owner will have the option to decline this quote, or arrange for someone else to complete the work, however if this additional work is not undertaken, a smart meter will not be able to be installed and clause 1 will apply. Further, if this additional work required is not completed within 10 working days, Flick may cancel your smart meter upgrade and clause 1 will apply.
Some properties will not qualify for a smart meter upgrade. We may not be offering this programme in all areas and some existing meter configurations will not qualify. Applying to join Flick and subsequently completing the smart meter installation questionnaire does not guarantee you get a smart meter upgrade with Flick.
When you will receive your first bill from Flick. In most cases you will receive your first bill from Flick about 3-4 weeks after your smart meter is installed. This will mean your first bill from Flick could be for around 6-10 weeks’ worth of electricity, but depending on how the smart meter install has progressed, sometimes it might be more. After this, your bills will revert to our normal weekly billing cycle.
How we calculate your bill during the upgrade process. When you switch to us, we receive a meter reading from your previous retailer. This is usually an estimated reading. We will verify this using the reading you provide to us under clause 3b. When your meter is removed, the installer records the final meter reading on your old meter. The difference in these two reads is the amount of consumption you have used since you joined Flick until the meter change (the “install period”). When your new smart meter is installed, we should start receiving your half-hourly consumption information on a daily basis. We will use this new consumption data for billing purposes from the date of install. We will also use this half-hourly data to determine how to apply the consumption you used during the install period to the time of day of those days.
How we calculate your bill if a meter upgrade is unsuccessful. If clause 1 applies, we will first attempt to reverse your switch back to your previous retailer. If this is successful, then they will bill you for all the time you were with us and you will not receive a bill from Flick. However, if this is unsuccessful and results in us having to switch you to another retailer, we will estimate your half hourly consumption for the time you are with us for billing purposes based on the average daily usage of other Flick customers in your area.
Pricing may change if meter configuration is updated. After your installation is complete, we will double check that your property pricing category is correct for the meter configuration that has been assessed at the time of the meter upgrade. This may result in a change in pricing for the network component of your bill. If this is required, we will let you know.
_The cost of your upgrade will usually be free. _In most instances there will be no cost to you to upgrade your meter. However there may be cost if there are additional works incurred under clause 3, or if you cancel the upgrade, the cancellation fee under clause 2 will apply.