Welcome to the blog of NSW strata investigative journalism
| From: | SP52948 owner |
|---|---|
| To: | customerrelationsnsw@jemena.com.au |
| Subject: | Re: [ Ticket: 540684 ] SUMMARY Incomplete process to replace gas meter serial number UA022 |
| Date: | 17/1/23, 16:35 |
Hi Jemena team,
From the current status, it appears Waratah Strata Management
ignored you too (your emails dated 30 December 2022 and 9 January
2023). I certainly did not receive any notice from the
strata/building managers.
Unfortunately, we cannot proceed with any work in my unit until it is properly dealt with by the strata and/or building manager, as stipulated by strata laws (and as shown how it was done by them in the past).
If you get any response from Waratah Strata Management, let me
know. Otherwise, this issue will be put on hold due to lack of
actions by the strata/building managers.
Regards,
Hi Team
Please see the below email chain for context.
We are trying to perform a routine meter change for the hot water meter on site. If you would like us to proceed please confirm. Additionally, please confirm if the below contact details are appropriate or not for someone from our metering team to reach out on to organise a booking for.
If you have any other enquiries/concerns regarding the meter change, please let me know.
Name: Uniqueco Property Services
Mobile: 0412 152 948
Phone: (02) 9114 9599
Email: enquiry@waratahstrata.com.au
Kind regards,
Aaron Engelhardt
Customer Care Specialist
Jemena
1300 137 078
PO Box 1220, North Sydney NSW 2059
From: customerrelationsnsw@jemena.com.au
Sent: December 30, 2022 10:38:12
To: enquiry@waratahstrata.com.au
Subject: Fwd: [ Ticket: 540684 ] SUMMARY Incomplete process to replace gas meter serial number UA022
Hi Team,
Please see the below email chain for context.
We are trying to perform a routine meter change for the hot water meter on site. If you would like us to proceed please confirm. Additionally, please confirm if the below contact details are appropriate or not for someone from our metering team to reach out on to organise a booking for.
If you have any other enquiries/concerns regarding the meter change, please let me know.
Name: Uniqueco Property Services
Mobile: 0412 152 948
Phone: (02) 9114 9599
Email: enquiry@waratahstrata.com.au
Kind regards,
Aaron Engelhardt
Customer Care Specialist
Jemena
1300 137 078
PO Box 1220, North Sydney NSW 2059
From: customerrelationsnsw@jemena.com.au
Sent: December 30, 2022 10:35:07
To: SP52948 owner
Subject: Re: [ Ticket: 540684 ] SUMMARY Incomplete process to replace gas meter serial number UA022
Thanks for contacting Jemena!
I'm sorry to hear about your previous experience with the meter change.
As requested, I will reach out to your Strata management on the details below to organise authorization and a booking for a replacement. This meter change is just a routine meter change for an aged hot water meter. It is not urgent, but it is something we would like to do to to ensure our assets on site are functioning correctly.
It should be noted, that although your Strata management may have confirmed/provided updated contact details for each unit (including yourself), we are sent customer details directly from your retailer who you have a billing account with, as we provide the gas which is used to power the central hot water system, and we own each individual meter on site.
Kind regards,
Aaron Engelhardt
Customer Care Specialist
Jemena
1300 137 078
PO Box 1220, North Sydney NSW 2059
From: SP52948 owner
Sent: December 29, 2022 21:36:20
To: customerrelationsnsw@jemena.com.au
Subject: SUMMARY Incomplete process to replace gas meter serial number UA022
Dear Jemena staff,
a) In April 2022, notice boards in strata plan SP52948 (1-15 Fontenoy Road, Macquarie Park, NSW), published details of 46 units replacing gas meters. That was a proper procedure, as approved by the strata manager and building manager.
My unit, Lot 158, was not listed at the time.
b) On Tuesday, 19 July 2022, somebody who claimed to be from Jemena, left voice message on my mobile phone asking for permission to replace gas meter.
As this was not organized through building or strata manager, I approached AGL (my gas service provider) and asked them for clarification. Service provider immediately prepared an email for Jemena and promised to notify me as soon as a response was provided to them.
c) Two days later, Jemena representative called again.
This is how I dealt with the request:
- Jemena was notified that no public information existed about such work in my unit or any other unit in the complex, which was different from process in April 2022.
- Jemena was asked to disclose who had provided them with my mobile phone number. They confirmed they got it from Waratah Strata Management, which would have been an unauthorized disclosure of private information to third party.
- Jemena was asked to contact strata manager to inform owners about pending gas meter replacements in the complex. Jemena tried to force me to do it and I rejected it because it was not owner's duty to chase strata and/or building manager for managing common property.
- Jemena was asked to provide written request to me, explaining reasons for gas meter replacement, length of time required to do the work, proposed dates, and so on.
Jemena did not follow up on any of the above requests.
d) On 24 November 2022, Jemena staff showed up for replacement of gas meter completely unannounced and left note about requirement to replace the hot water meter.
e) I waited for any notification from Waratah Strata Management and Uniqueco Property Services until 22 December 2022. Since nothing happened, on 22 December 2022 a call was made to Jemena technician Adam, who had visited my unit on 24 November 2022.
Phone call was made at 10:05 hours. Mr. Adam did not know anything about procedures and advised to contact Jemena on 1 300 137 078.
I will be happy to get gas meter replaced, as long as it is properly announced through strata and/or building managers of SP52948. They are paid to maintain common property and have duty of care to organize all site visits for repairs and upgrades. Our complex pays around $350,000.00 to Uniqueco Property Services to provide proper complex management.
Their contact details are:
Waratah Strata Management, email: enquiry@waratahstrata.com.au, phone: (02) 9114 9599
Uniqueco Property Services, phone: 0412 152 948
Regards,