Queensland Urban Utilities regrets to advise a billing system issue has been identified for some customers in Community Title Schemes.
Some customers in some Community Title Schemes may have incorrectly had their Water Usage rounded up or down, by up to half a kilolitre on their quarterly bills.
We have fixed the issue and applied a Credit Adjustment to all active affected accounts. We apologise for the error and any inconvenience it may have caused.
If you own a lot in a Community Title Scheme and are unsure if this issue affects you, please read the Frequently Asked Questions below.
Frequently Asked Questions
I own a lot in a Community Title Scheme. Am I affected?
The issue only affects some customers in Community Title Schemes where there is one main meter for the property and we bill each lot owner individually. Customers are billed a percentage of the total usage according to their Community Scheme Lot Entitlement, which is set by the Body Corporate.
The issue does not impact any other Queensland Urban Utilities customers, including lot owners in a Community Title Scheme where:
- There is one main meter for the property and we issue one bill to the Body Corporate.
- Each lot has a sub-meter and we issue bills directly to lot owners.
I own a lot in a Community Title Scheme. How can I tell if I am billed based on lot entitlements?
To find out if you are billed based on lot entitlements, please check Page 2 of your most recent water and sewerage bill – if you are allocated a Boundary Meter share percentage under the Your meter readings heading, this means you are billed based on lot entitlements.
You can also speak to your Body Corporate Manager to find out if a Community Scheme Lot Entitlement is in place.
I am in a Community Title Scheme and am billed based on lot entitlements. How do I tell if my water usage has been rounded up or down?
We have fixed the issue and for all active customers affected by this issue, we have applied a Credit Adjustment to their latest bill for the instances where their usage was incorrectly rounded up. We have also written to these customers to let them know about the issue.
If you have a Credit Adjustment on your latest bill, your water usage for your property was incorrectly rounded.
What is a bill adjustment?
A bill adjustment is a debit or credit applied to an account. All active Community Title Scheme customers affected by this issue have had a Credit Adjustment applied to their latest bill. It can be found in the Water Usage section under the distributor-retailer charges. The Credit Adjustment is for all the quarters where a customer was incorrectly overcharged due to the rounding issue.
How much will I get back?
Credit Adjustment amounts will vary from customer to customer as each is as based on a gross calculation of the number of quarterly bills where rounding up was incorrectly applied to their Water Usage since they took ownership of the property.
I’ve looked at past bills and noticed that my water usage was rounded down on some occasions. Will I have to pay this back?
No. Community Title Scheme customers whose water usage was automatically rounded down will not be issued with a financial adjustment.
What caused this issue?
The rounding of water usage for some Community Title Scheme customers occurred because our billing system was programmed to automatically calculate water usage as a whole figure (no decimals). We have updated our system to ensure this does not happen again.
What are you doing to prevent this happening again?
We have updated our billing system to ensure rounding of water usage does not happen again. Water usage will now be displayed to two decimal places on bills.