When TasWater customers open their bills from next month, they might notice they look a little different.
A new-look bill has been developed to help make paying and navigating billing information easier.
TasWater Acting General Manager of Corporate and Community Relations Kendall Mahnken said the bills were changed as a result of customer feedback.
“Given that our customer bills are our most prolific piece of customer communication, we thought it was time for a refresh,” Ms Mahnken said.
“So, we reached out to our staff, who are often our customers, and went through the feedback we have received from our customers to help inform the new bill design.
“In addition, we also made contact with other Australian water utilities to get an understanding of the look and feel of their bills and what worked for them.
“Given that we send out over 880,000 bills and notices each year, we wanted to help make it as easy as possible for our customers to understand.”
The current TasWater bill has been used since 2015.
The new bill will feature three different zones, the first includes the key information that customers want to know, such as how much, when is it due and who to contact.
Zone two is a summary of the invoice and includes account details and the usage during the billing period against the customer’s historical usage. This section also features important notes from TasWater.
The last key zone on the first page of the bill provides the ‘how to pay’ information, it shows some payment methods and contains all relevant account details if detached from the rest of the bill.
“The new look bill has taken some time to change and refresh by a great team of individuals at TasWater in addition to external businesses,” Ms Mahnken said.
“We hope that our customers find the new bill informative and straight-forward to navigate, making it easier to deal with us.”
After the launch of the new bill, our other customer notices will also be updated to reflect these changes.
As always, TasWater is here to help if any customers are experiencing financial difficulties and are having trouble paying their water and sewage bill.
There are a range of support programs and a dedicated Customer Support Team to meet the needs of customers, whether it is in the short or long-term.
“We understand sometimes people experience financial hardship,” Ms Mahnken said.
“Our team will work with you to create a customised, flexible solution that meets your individual needs – whether you need support in the short or long-term.
“We will strive to assist our customers wherever possible and continue to provide vital services to Tasmanians at a fair price.”
If anyone needs to get contact with the Customer Support Team, they are encouraged to contact TasWater on 13 6992 or go to www.taswater.com.au and go to the ‘Customer Support Program’ tab which is found under the ‘Accounts & Billing’ tab on the home page.