We know how important accurate billing is. If you’ve spotted an unexpected charge or something that doesn’t look right on your Annual Budget Schedule (ABS), we’re here to help.
We’ve introduced a new dispute process to make it easier for you to raise billing concerns and help us resolve them quickly and fairly.
Before you raise a dispute
To use this process:
- The dispute must be raised within 90 days of the invoice date
- The issue must be new and not already being investigated
- The dispute must relate to billing accuracy, such as unexpected charges or charges that do not align with your formalised occupancy agreement
Concerned about paying a charge?
If the charge is correct but you’re worried about affordability or your ability to pay, the dispute process may not be the right route.
Instead, please speak to your Senior Estate Manager (SEM) and your commissioner. They can work with you to understand the support and options available.
How to raise a dispute
You can:
- Contact your Senior Estate Manager (SEM), or
- Get in touch with our Customer Support Centre (CSC), who will log the dispute and pass it to your SEM
Your SEM will manage the dispute and keep you updated throughout the process.
What’s next?
We’re continuing to improve our services. Soon, you’ll be able to raise and track disputes through Connect, our self-service customer portal.
We’ll also use insights from disputes to identify common issues, improve our processes and provide a better customer experience.