FREQUENTLY ASKED QUESTIONS – How Does Estimate and Actual  Invoices Work?:

Q1.      What are invoices from estimated readings?

Invoice from estimated readings are generated using the average consumption data from the previous three months, rather than relying solely on actual meter readings each month. This system was introduced in October 2023 for the safety of our meter reading staff, streamlining of processes and improved efficiency. By analysing historical usage patterns, TAU calculates a daily average consumption and generates a monthly invoice. It’s important to note that the actual reading in the 3rd month reconciles the total actual power used, ensuring accuracy over a 3-monthly period.

Q2.      Why are estimated readings being used?

Estimated readings are employed to address safety concerns for meter readers, inefficiencies in the previous manual meter reading system, and solving significant logistical challenges. By adopting estimated readings, TAU is streamlining its operations while ensuring continuity of service.

Q3.      What happens if the estimated reading seems extremely high?

TAU has introduced a way for customers to easily send through an actual meter reading, when an estimated invoice is outside what TAU deems to be a reasonable range. This process is optional for customers, and forms part of TAU’s commitment to empowering customers.

This new process is in response to customer feedback following TAU’s move to an estimated/actual cycle of billing introduced in October 2023.

How it works:

• Your invoice must be an “estimated” read. This will show in RED at the top of your invoice.

• Check your estimated reading against the actual reading on your meter box.

• If the estimated reading is more than 50 units higher than the reading indicates on your meter box, take a clear photo of your meter box – clearly showing your connection number or meter box serial number as well as the actual reading.

• Within 5 days of receiving your invoice, send us a clear photo of your meter box to our dedicated mailbox: reading@electricity.co.ck

• Clearly state the invoice number and your connection number so we can promptly assess and process your request.

• We will endeavor to send you an updated actual reading invoice within 2 working days which you must pay within our standard timeframe.

Q4.      What do I do if my bill is extremely high or extremely low?

If your bill is extremely high or low, please come in and see our friendly team at the office or contact our Customer Services team by phone at 20054 or email enquiries@electricity.co.ck, and the team will be able to assess your situation and advise you of the next steps.

Q6.      Has TAU increased its tariff?

No, TAU has not increased its tariff despite facing higher fuel costs. The company is currently absorbing the bulk of this burden for minimal impact on customers.

Q7.      How can customers ensure efficient electricity usage?

Customers can promote efficient electricity usage by implementing simple energy-saving practices, such as turning off appliances when not in use, optimising hot water usage, and operating water/pool pumps efficiently. These actions not only reduce energy consumption but also contribute to environmental sustainability and lower utility bills. If a customer is concerned about their energy use, they may choose to engage an independent electrical contractor to conduct an energy audit and identify any appliances not working efficiently.

Q8.      Are invoices generated from estimated readings valid?

Yes, invoices generated from estimated readings are valid and should be paid by the specified due date. TAU assures customers that estimated invoices accurately reflect their average consumption over the preceding months, ensuring continuity of service and fair billing practices.

Q9. Is TAU looking at technology for alternative ways of invoicing and paying bills?

TAU consistently explores emerging technologies, yet as a small, isolated island, we are vulnerable to weather and conditions for which technology has not always been made for. Introducing new hardware and software comes at a cost. Therefore, any technological decision must undergo rigorous evaluation to ensure it enhances our ability to provide reliable electricity to the people of Rarotonga, with costs justified by long-term benefits.

Q10.    How does TAU ensure reliable electricity supply to the community?

TAU ensures reliable electricity supply to the community of Rarotonga through careful planning, regular maintenance of infrastructure, and investment in modern technologies. Our dedicated team works tirelessly to minimise disruptions and uphold the energy security that the community has enjoyed for over 30 years.

Q11.    What measures does TAU take to promote sustainability and environmental responsibility?

TAU is committed to promoting sustainability and environmental responsibility in Rarotonga. We invest in renewable energy sources and innovative technologies to reduce our carbon footprint and help the Cook Islands achieve its international commitments to net zero emissions. TAU also purchases the cleanest diesel globally available to decrease carbon emissions. Additionally, we actively engage in community outreach and education initiatives to raise awareness about energy conservation and environmental stewardship.

Q12.    How does TAU ensure fair and transparent billing practices for its customers?

TAU adheres to fair and transparent billing practices to ensure equity and trust among its customers. Our billing processes are rigorously monitored to maintain accuracy, and we provide explanations of charges and invoicing procedures. Customers are encouraged to reach out to our customer services team for billing-related inquiries or concerns.

Q13.    What role does TAU play in supporting the local community and economy?

TAU plays an integral role in supporting the local community and economy of Rarotonga. Beyond providing reliable electricity supply, streetlighting, coloured lights and uneconomic network extensions, we actively engage in community development projects, sponsor local events, and collaborate with stakeholders to foster economic growth and prosperity. During the Covid-19 pandemic we contributed $11.5million through power subsidies to the community. Our commitment to empowering the community extends beyond delivering energy solutions to actively contributing to its social and economic well-being.

Q14.    How does TAU ensure customer feedback and concerns are addressed effectively?

TAU values customer feedback and concerns and strives to address them effectively. We have established channels for customers to communicate with us, including phone, email, and in-person visits to our offices. Our customer service team is dedicated to resolving issues promptly and providing personalised assistance to ensure customer satisfaction.

Q15.    What measures does TAU take to ensure safety for its employees and customers?

TAU prioritises safety for its employees and customers through comprehensive training programmes, strict adherence to safety protocols, and regular inspections of equipment and infrastructure. We are committed to maintaining a safe working environment and upholding the highest standards of safety for all stakeholders.