30 May 2018
Flick customers need to have a functioning smart meter. These additional terms and conditions (“Smart Meter Upgrade Trial Terms and Conditions”) cover your participation in Flick’s smart meter installation trial programme (the “Programme”). These Smart Meter Upgrade Trial Terms and Conditions apply in addition to the Flick Customer Terms and Conditions.>
If there are any inconsistencies between these Smart Meter Upgrade Trial Terms and Conditions and the Flick Customer Terms and Conditions, these Smart Meter Upgrade Trial Terms and Conditions will prevail.
1. At this stage the upgrade programme is only in trial phase.
You understand that this is a trial and we may ask you for feedback and or assistance throughout, and there may be changes or improvements made to the offering, which we will communicate with you.
2. Some properties will not qualify for a smart meter upgrade.
We may not be able to offer the Programme in all areas and some existing meter configurations will not qualify. When you ask us to supply electricity to you under the Programme, we will ask for additional information to help determine if we will be able to serve you. Applying to join Flick and providing the additional information requested does not guarantee you will be able to get a smart meter upgrade with Flick.
3. 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 6b. When your meter is removed and the new one is installed, the installer records the final meter reading on your old meter. The difference between this and the verified switch read is the amount of consumption you have used since you joined Flick until the meter change (the “install period”). After the install is complete we should start receiving your half-hourly consumption information on a daily basis and this is what we will use for billing purposes from the date of install. As this is a trial of our smart meter upgrade programme, the method we use to charge you for the usage during the install period may change as we develop our tools. If possible, we will send you weekly bills during the install period, but we may not be able to send you your first bill until after the install has been completed. The price paid will either be based on the spot price, or a fixed price per kWh, and if we need to build a profile of your usage during the install period, we will either use estimated usage based on the half hour data we receive when your smart meter is installed or an average user profile. If necessary, at the end of the install period when we receive the final meter reading on your old meter, we will compare your consumption during this period with the estimated consumption you have been billed for and reissue a bill for the difference.
4. 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 6e, or if you cancel the upgrade, the cancellation fee under clause 7 will apply.
5. How long will the installation process take.
In most cases it will take between 2-4 weeks to upgrade your meter. You then usually receive your first bill from Flick calculated using data from your new meter within 2 weeks from when the meter install has been successfully completed, but this could be longer.
6.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 ask you to provide certain information to determine if we would be able to take you on as part of the Programme. You need to answer 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. We will require you to take a photo of your current meter 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 and to help us confirm eligibility for the programme.
c. We will request a meter upgrade with the installation team in your area as soon as possible after we become responsible for your electricity supply.
d. 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.
e. 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 4 will apply. Further, if this additional work required is not completed within 10 working days, Flick may cancel your smart meter upgrade and clause 7 will apply.
7. 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.
8. 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.
9. Restrictions on changes during the install period.
We may not be able to make certain plan changes requested by you for the property we are supplying during the install period, such as load group changes, and charges may apply.