Services and Utilities
All renters are responsible for the connection and payment of usage charges for electricity and depending on the building, gas and/or water usage. (See the Details for each building as it differs.) SHA recommends the free service of YourPorter for connecting utilities and other services.
The electricity for some of our buildings are exclusively supplied by SHA Services.
SHA Services provides easy connection to electricity supply at the following buildings:
W234 – 234 Warrigal Road, Camberwell
L127 – 127 Leicester Street, Carlton
B50 – 50 Barry Street, Carlton
H6 – 6 High Street North, Melbourne
V8 – 8 Vale Street North, Melbourne
H3 – 3 Holmes Street, East Brunswick
W313 – 313 Waverley Road, Malvern East
To arrange your Electricity Connection
To arrange your Electricity Connection for one of the above buildings, please click HERE
About SHA Services Pty Ltd
Current legislation in Victoria permits owners and occupiers of premises to on-sell electricity to individuals and companies who have lease or rental agreements with these owners. Student Housing Australia Pty Ltd has been granted an exemption to sell electricity to consumers. Exempt Energy Retailer – Student Housing Australia Pty Ltd will look after your energy needs, purchase electricity on your behalf, and arrange electricity connections for you.
To contact SHA Services
Address 646-648 Elizabeth Street, MELBOURNE VIC 3000
E-mail shaservices@sha.com.au
When does this Agreement start?
The Agreement will commence when you have entered into an Exempt Energy Supplier Agreement with us and starts on the first day of your Tenancy Agreement.
When and how you will be billed?
We will send you a bill each month, or as otherwise agreed with the Exempt Energy Retailer, with your consent. Each bill you receive must be based, where possible, on an actual meter reading unless you agree otherwise.
What your bill contains
For most customers, each bill includes:
- a charge for the actual electricity you use;
- the Service to Property Charge – a fixed charge for the cost of servicing you as a customer;
- approved additional service charges such as Connection and Transfer fees, as incurred from time to time.
Paying your bill
You are required to pay your bill on or before the pay-by-date. Unless agreed otherwise, this will be 14 days from the date the bill was sent out by us. Based on the supply contract between you and the Exempt Energy Retailer, you have a choice of paying your bill by direct debit, cheque or credit card.
Claiming a concession
If you hold a Pensioner Concession Card, a Health Care Card or a Repatriation Health Card (Gold Card) issued by the Department of Veterans’ Affairs, you may be eligible for government-funded concessions on your electricity bills.
Questioning a bill
At your request, and at no charge, we will review a bill, which you dispute. While the bill is being reviewed, we require payment for either that part of the bill that we both agree is not in dispute or an amount equal to the average of your bills over the previous twelve months.
If you are not satisfied with the review, you may ask for a meter test. If your meter is inaccurate, we will adjust your bill accordingly and there will be no charge for the test. If the meter is accurate, you must pay the test cost and the amount outstanding.
Disconnection and reconnection
We will comply with the Energy Retail Code, which makes provision for disconnection and interconnection of consumers in certain circumstances.
How to end this Agreement
This Agreement shall endure until such time as the customer is no longer a resident of Student Housing Australia or until we provide notice in writing that we are terminating this agreement in accordance with the Energy Retail Code.
If the consumer chooses to withdraw their consent for any other reason, then this shall be provided in writing to Student Housing Australia Pty Ltd.
Final bills
If you wish to disconnect your service, we require at least three business days notice and a forwarding address for your final bill if you are moving permanently. If you do not give the required notice, you will remain responsible for the electricity used (and for meeting any other customer obligations) until three business days after you give the required notice, or until a new customer has an account established in their name at the premises, whichever occurs first.
Access to information
You have a right to timely, accurate information on all issues related to the supply of electricity to your property.
You are entitled to a copy of this Customer Charter, which you should keep on hand so that you have a ready reference on your rights and responsibilities.
Honouring your privacy and confidentiality
Your privacy is very important to us and it will be respected at all times. You have a right for personal information to be kept confidential, unless otherwise allowed through legislation and regulation. We undertake that information we receive will be kept confidential and will not be passed on to a third party without your express permission, or unless we are required or permitted by law to do so.
Hardship Policy
1. Purpose
This policy outlines how SHA Services supports residential customers experiencing financial hardship and ensures compliance with the Energy Retail Code of Practice (Victoria).
2. Scope
This policy applies to all residential customers of SHA Services who are part of the embedded electrical network and are experiencing payment difficulties due to hardship.
3. Definition of Financial Hardship
A customer is in financial hardship if they are willing but unable to pay their energy bills due to temporary or long-term financial circumstances. This may be caused by factors including:
- Loss of income or employment
- Illness, injury, or disability
- Family violence or separation
- Increased living expenses
- Unexpected expenses or events
4. Identifying Hardship
Customers can be identified as experiencing hardship in the following ways:
- Self-identification
- Identification by staff based on payment history, customer engagement, or communication
5. Customer Rights
Customers in hardship have the right to:
- Be treated with respect and compassion
- Have their circumstances kept confidential
- Receive tailored assistance
- Access a fair and flexible payment arrangement
- Not be disconnected while actively participating in a hardship plan
6. Assistance Available
SHA Services will offer the following assistance to hardship customers:
- Payment plans tailored to the customer’s capacity to pay
- Extension of due dates
- Review of usage and charges
- Advice on reducing energy usage
- Referral to external financial counselling or support services
- Waiver of late payment fees in appropriate circumstances, where the customer has clearly communicated the need for assistance
7. Payment Plans
Payment plans will be fair and realistic, taking into account:
- The customer’s current income and living expenses
- Any arrears and ongoing usage
- A schedule of payments (e.g., weekly, fortnightly)
Failure to adhere to the plan may result in review or cancellation, though efforts will be made to re-engage and revise the plan where appropriate.
8. Customer Responsibilities
Customers are expected to:
- Make agreed payments on time
- Inform SHA Services if their situation changes
- Engage in reasonable communication with us
9. Disconnection Protections
A customer actively participating in a hardship plan will not be disconnected, provided they are meeting their obligations. We will take all reasonable steps to avoid disconnection and will comply with the Energy Retail Code of Practice requirements.
10. Staff Training
All customer-facing staff will receive training on:
- Recognising signs of hardship
- Managing sensitive customer interactions
- Offering assistance under this policy
11. Complaints
Customers can raise concerns or complaints regarding the hardship process via:
- Phone: 9373 6800
- Email: shaservices@sha.com.au
- Mail: 648 Elizabeth Street, Melbourne, VIC, 3000
If a resolution cannot be reached, the customer may contact the Energy and Water Ombudsman Victoria (EWOV).
12. Review and Updates
This policy will be reviewed annually or when required by regulatory changes. Significant updates will be communicated to customers and staff.
