eBilling Terms and Conditions - Lower Murray Water

Agreement

By registering for eBilling you agree to be bound by these Terms.

The following words are defined as follows:

eBilling means bills that have been issued electronically via email instead of via mail (paper bill). This also extends to all other forms of communications, including but not limited to reminders, finals, concession letters, overpayment letters and other letters which will be delivered electronically to your nominated email address.
Lower Muray Water, LMW, we and us means Lower Murray Urban and Rural Water Corporation ABN 18 475 808 826.
Terms means these terms and conditions.

eBilling service

The eBilling terms govern the delivery of Lower Murray Water (LMW) bills to you via email.

The eBilling terms are separate to other LMW terms, our website terms of use and the Customer Charter (other LMW terms). They don’t vary, waive or replace any of those terms in any way.

In the event of any inconsistency between the eBilling terms and other LMW terms, these terms prevail but only to the extent of any inconsistency in relation to your receipt or otherwise of a bill by email.

We will send you a summary of your bill by email. You can access and download a complete PDF version of your bill via a link in the email sent to you. This will include all other forms of communications, including but not limited to reminders, finals, concession letters, overpayment letters which will now be delivered electronically to your nominated email address.

Any bills issued to you in the past will reflect your chosen delivery method at that point in time.

This agreement will end in the event of:

Tenancy vacating of the property.
Property sale to a new owner.
Notification from the customer.
If delivery attempt via email has failed, LMW may terminate this agreement.

You accept the eBilling terms

By signing up for eBilling, you are agreeing to:

Receiving all LMW bills via the email address provided to us (either by yourself or from a landlord, estate agent, conveyancer, or solicitor) means you forgo receiving paper bills.
The collection of metadata confirming that you have successfully received and/or read the bill we have sent you via email. You are consenting to this data collection by opting in for eBilling.

Signing up for eBilling online will automatically mean you receive email bills for any properties that are connected to LMW and are in your name (additional properties).

You are responsible for registering each property individually to receive an e-bill for that property.

We are committed to making services accessible to all customers. If you require any assistance, please contact our customer service team .

LMW’s responsibilities

We will try our best to send your bill to the email address you have provided. However, there may be events or circumstances beyond our control which means we cannot deliver eBilling.

In the event your eBill bounces back (Return to Sender), LMW may contact you to confirm you email delivery address or revert you back to postal bill delivery if we cannot reach you. We will make our best endeavours notify you if this occurs.

If we cannot deliver a bill by email, we may:

Send a paper bill to the mailing address on your account
Contact you by phone to ask you to supply an alternative email address.

We will email bills in accordance with LMW’s normal billing cycle as per agreed meter read cycle.

Please note that eBills will serve as legal proof in case of any billing disputes, the same way that paper bills did.

Your responsibilities

You agree it is your responsibility to:

Notify us immediately if your communication details change, this includes email address, postal address and phone numbers.
Regularly check your email address inbox for your bill; contact us if you do not receive a bill during the time you would ordinarily receive a bill in the normal billing cycle (you may first wish to check the junk email folder of your inbox to see whether the bill has been delivered to that folder). You can contact us by: Online/Portal (when available), Phone, Email or Postal.
Ensure there is sufficient space available in your email address inbox to receive your bills.
Keep your email account secure to protect the privacy of the information contained in your bill.
Pay your bill by the due date specified on the bill, regardless of whether you receive, read or access the bill via email.
If you had eBills on a different account or property and you have moved into another property within LMW’s service region. You as a customer must re-register.

Cancellation or non-application of eBilling terms

LMW may cancel, amend or replace the eBilling terms from time to time. If we do, we will give you notice of the change and the date from which the change applies, and the eBilling terms will be deemed to be amended to reflect that change. We will notify you of the change via your email address or mailing address.

The eBilling terms will cease to apply if:

they are cancelled by LMW
you opt-out of eBilling

Data Collection

Lower Murray Water (LMW) will collect your data as for registration for eBilling and email communications service, when becomes available.

MW is committed to protecting personal information provided by you in accordance with the principles of Victorian privacy legislation. The information you provide will be used for the purpose of providing water and sewer services and may also be used for the purposes of sending bills and communications via email about your accounts and services. The personal information being collected will generally be made available to our employees/contractors/advisors/agents/vendors to allow services to be provided to you. If all the requested information is not provided, LMW will be unable to process your request/application and deliver bills/communications by email. You may request access to, or correction of, documents that contain your personal information, which is in our possession. For information on how to make a request for access or correction, please contact us via privacy@lmw.vic.gov.au.

In some cases, requests for access or correction will be handled in accordance with the Freedom of Information Act 1982 (Vic).

LMW requires this data to complete your registration to:

Verification of your identity
To update or amend your contact details associated with your LMW account
To send your invoices and correspondence to the provided contact details, when service is available
To gain you and/or an authorised persons consent to register for this service
To contact you and authorised people on your account regarding inquiries, processing orders, or providing updates on services.

LMW will use this information to:

Register your account for eBills and email communication, when these services are available.
Send you your bills and correspondence by email, SMS or post.
Update your contact details in our records.
Conduct internal analysis, and targeted communication about the management of your account and/or water services.

Miscellaneous

Nothing in these eBilling terms excludes, limits or modifies any:

Rights of recovery or to compensation you may have under the Australian Consumer Law.
Other rights of recovery or to compensation you may have under law, including under other LMW terms
Other conditions, warranties or guarantees (including the application of the Australian Consumer Law)
To the extent, we are prohibited by law from excluding, limiting or modifying them.

When we use eBilling we cannot and do not warrant or represent that the communication will be free from computer viruses or any other defect or error which may affect your software or systems.

We respect your right to privacy. We collect, use and disclose personal information as set out in our Privacy Charter, click here for our Privacy Charter.