THE AQUALECTRA
Every month you will receive an invoice at home from Aqualectra Distribution, on which you will find a specification of how much water and electricity you consumed in the month in question and how much you have to pay for the consumption. In this folder, we will deal briefly with some aspects of our invoice.
Our rates…
The price you pay per kilowatt hour (for electricity) and per cubic meter of water is composed of two parts: • The base rate;
• The fuel price. This price is estab-lished by the price that Aqualectra Production pays for the fuel (oil) which is used to process drinking water and to generate electricity.
The fuel price is subject to changes faster than the base price.
Aqualectra Distribution makes a dis-tinction between domestic rates and business rates. For domestic cus-tomers, a progressive rate system is applied. That is to say: the higher the consumption of water and electricity, the higher the rate. The business rate is meant for customers who consume water and electricity for business pur-poses, such as stores, factories and hotels. The business rate is not pro-gressive; there is one rate for electric-ity and one rate for water.
The present rates…
An information bulletin with the most recent rates is obtainable at all the information desks of Aqualectra
Distribution, the Energy Center at Aqualectra Distribution Otrobanda and at the P.R. Department. We can also fax, mail or e-mail this informa-tion to you. In that case, you will have to contact our Energy Center.
First of all taking the meter
readings…
In order to be able to send the invoice, we have to know how much you have consumed in a month. This means that, in principle, we have to take the meter readings of water and electricity of each customer every month. We have contracted out the taking of meter readings to a contrac-tor. When taking the meter readings, we try trouble you as little as possible. If your meters are in a niche at the lot boundary, you will probably not
notice anything, when the meter read-ings are taken. If your meters are not at the lot boundary, we will have to enter your premises, with your permis-sion, to take the meter readings. The meter reader can identify himself at all times with an Aqualectra Distribution ID card.
If you want to know when your meter readings will be taken, you can contact us via telephone number 463-2328 or 463-2329. We have an annual survey on which the day of the month is indicated on which you can expect an employee to take the meter reading at your place.
Sometimes we have to estimate
your consumption…
It can happen that the meter reader cannot take your meter readings, for example, if your meter is inside your house (this is notably the case with older houses) and you are not at home. In such a case, we make an estimate of your consumption of that month on the basis of your average daily consump-tion. This average is calculated on the basis of actual meter readings in the past at your address. At the bottom of your invoice, your will see at the speci-fication whether the invoice was made on the basis of actual consumption (C.U. = cumulative usage) or on the basis of estimated consumption (E.U. = estimated usage).
As soon as after an estimate, an actu-al meter reading has taken place again, the estimated consumption will be recalculated. Differences, if any,
between the earlier estimated con-sumption and the new recalculated consumption will be settled on you next invoice.
If you notice that your meter readings have been estimated for more than three months, we recommend that you contact us at telephone number 463-2328 or 463-2329. You can then pass on your meter readings by tele-phone.
We help prevent problems…
It is very annoying to receive an invoice with a higher consumption than you had expected. In order to detect possible errors or malfunctions rapidly, we regularly check whether your consumption deviates strongly from your average consumption. Should this be the case, we can decide to retake your meter readings, in order to correct any possible errors. We can also investigate on the spot what could be the cause of an extremely high consumption of water or electricity. It can happen, for exam-ple, that you have a leakage at home of which you are not aware. Our employees can point this out to you and advise what to do.Drawing up and delivering
your invoice…
After taking the meter readings, they are processed in our consumer infor-mation system. This system calculates automatically, on the basis of the cur-rent rates, the amount that you have to pay for your water and electricity con-sumption. The invoices are delivered,
per district, by a postal service. If you have not received your invoice, you can contact us at telephone number 463-2328 or 463-2329.
Data to be found on the invoice
The Aqualectra Distribution invoice is subdivided into three parts:• first of all your personal data, such as name, address, etc.;
•then the balances that you have paid and those that are outstanding (the part above the perforated line); •finally, a specification of your con-sumption (the part below the perfo-rated line).
The upper part of the invoice, so the part above the perforated line, will be kept by Aqualectra Distribution after payment. You will receive the lower part of the invoice, so the part below the perforated line.
General data…
1.Name of the customer 2.The invoice addressThe address where the invoice is sent. So, this need not be the address for which the consumption is calculated. 3. The Aqualectra Distribution account number
This number is related to the lot for which the consumption is calculated. 4.The date on which the invoice was drawn up
5.The invoice period
The period to which the consumption is related.
6. The address where water and/or electricity is supplied
The lot for which the consumption is calculated.
7.The customer’s bank account num-ber
This number is only mentioned, if the customer has chosen automatic trans-fer.
• The invoice (first part)
8.The initial balance
The balance for the previous period. So, in this example, the customer had to pay for the previous period (so, until March 6) ANG. 62.73.
9. Total amount paid for the previous period
In this example, the customer paid for the previous period (so, until March 6) ANG. 62.73; so, the customer does not have an outstanding amount for the previous period.
10. The new period amount and the expiration date
The amount that the customer has to pay for the present period (so, from March 6 until April 6) is ANG. 64.27. The customer has to pay this amount before the indicated expira-tion date; in this case May 3, 1999. 11. The total balance
to pay before the indicated expiration date.
The total balance = the initial balance (no. 8) minus what was paid for the previous period (no. 9), plus the new period amount (no. 10).
• The invoice (the second part)
12. The initial balance (see no. 8) 13. The manner of payment
In this example, the customer paid at the cash point Aqualectra Distribution in Otrobanda on April 1.
14. The electricity consumption in Antillean guilders
15. The water consumption in Antillean guilders
16. Standing charge for water 17. The new period amount and the expiration date (see no. 10)
18. The total balance (see no. 11)
• Specification
19. The product that is supplied Water and/or electricity
20. The numbers of the meters Each water and/or electricity meter has a unique number. This number is indicated on the meters.
21. The initial date of the present consumption period
22.The initial reading of the meter 23. The final date of the present con-sumption period
24.The final reading of the meter 25.The factor
The computation factor that we use for consumption of electricity. The factor depends, among other things, on the type of customer and the manner in which we take the meter readings. Domestic customers have factor 1. For the calculation of your consumption, you, as a domestic consumer, normal-ly need not take this factor into account. For business customers, this factor depends on the connected capacity.
26. The consumption for the present period (in m3 and/or kWh)
27. The unit in which the consump-tion is calculated
For water, the consumption is calcu-lated per cubic meters (m3) and for electricity in kilowatt hours (kWh). 28. The number of days of the con-sumption period
The number of days between initial and final dates of the consumption period.
29. The manner in which the calcu-lations were made
Your consumption can be calculated in two ways:
- on the basis of actual consumption: your meter readings were actually taken and processed;
- on the basis of estimated consump-tion: your meter readings were not taken in the consumption period and therefore your consumption was esti-mated on the basis of your average daily consumption.
C.U. = cumulative usage E.U. = estimated usage 30. The rate groups
A = domestic water consumption B = business water consumption 01 = domestic electricity consumption 02 = business electricity consumption
For explanation of invoice: see annex explanation invoice.
Possibilities for payment
You can pay your Aqualectra Distribution invoice in different ways. • Cash or with a check at the cash points of one of the service offices of Aqualectra Distribution. We recom-mend that you bring along your invoice when coming to pay.
• With your bank card at the cash points of one of the service offices of Aqualectra Distribution
• Cash at the local banks. You can also do this, if you do not have an account with the bank in question. In that case, you must take along your Aqualectra Distribution invoice; after paying, you will get the lower part of the invoice back.
• By Giro via the bank,if you have an account there. In that case, you can pay in three different ways:
- Once-only transfer:you instruct your bank to make payments. On your Aqualectra Distributioninvoice, there is a line reserved to fill in your bank account number and place your sig-nature. After paying, you will get the lower part of the invoice back. - Automatic transfer: you can author-ize your bank to pay your Aqualectra Distribution invoice monthly. At Aqualectra Distribution, you can fill out an authorization form for MCB or ABN-AMRO in which you authorize your bank to pay your invoice. We shall then see to it that this form is delivered to your bank. Your Aqualectra Distribution invoice is sent to your home, if you are banking with ABN-AMRO, MCB or the Giro Bank. In other cases (Banco di Caribe, S.F.T., Orco Bank and ABC), your invoice is sent to the Bank.
-With your bank card, at a number of banks, it is possible to order payment with your bank card.
N.B. If we refer to local banks, the Giro Bank is also included.
Main Office and Service Office • Aqualectra Distribution Otrobanda
Pater Euwensweg 1 P.O. Box 230
Telephone: 462-3310 Fax: 462-6251
Opening hours information desks: Monday through Friday 7:45 – 14:30 hours Opening hours cash points:
Monday through Thursday 7:45 – 18:00 hours Friday 7:45 – 19:00 hours
Service Offices
• Aqualectra Distribution St. Rosa
St. Rosaweg 94 (Paseata Building) Telephone: 767-8851
Fax: 767-8859 Opening hours:
Monday through Friday 7:45 – 15:00 hours
• Aqualectra Distribution St. Maria
Jan Noorduynweg (Shopping Center) Telephone: 869-3523
Fax: 869-3512 Opening hours:
Monday through Friday 7:45 –15:00 hours
• Aqualectra Distribution Barber
Barber 106
Telephone: 864-1308 Fax: 864-1305 Opening hours:
Monday through Friday 7:45 – 12:00 hours and 12:30 – 15:00 hours
Important numbers • Complaints Department:
Telephone: 135 (accessible 24 hours) • Information on your account:
Telephone: 463-2328 or 463-2329 • P.R Department:
