59 Droop Street

Hot and Cold Water

For all dwellings, OVATION is supplying hot water. From these customers we are often asked three questions:

1. Does an application for supply of cold water need to be completed with OVATION?
2. Where does the hot water come from?
3. Does your dwelling cold water get used by the hot water system?

OVATION is not responsible for cold water – you will need to contact your local water authority for this service.

With an embedded hot water system each apartment is not fitted with individual instantaneous hot water units, instead a much larger centralised hot water plant is located on the ground floor of the development and the hot water is continuously circulating around the building.

Initially when you turn on the hot water it feels cold - this is not the cold water from your cold water supply it is the hot water that has gone cold in the pipes. The hot water will be supplied within 15-30 seconds from the hot water reticulation loop.

The cold water for the hot water plant comes from the common area water supply and does not come from your dwelling - so you are not charged for the water supply twice.

Gas

When you are completing your application you will notice you are not requested to complete an application for a gas service - but you have a gas cooktop in the kitchen.

For the gas supplied to your cooktop OVATION will not be charging you for gas used. It is 100% free and will not appear on your bill each month.

Internet

OVATION is the authorised reseller for Bottle Communications (BCOMM). BCOMM is a boutique national carrier who has installed a fibre connection plus a back-up wireless service into the building to deliver data and Internet services to each dwelling.

For all customers OVATION supplies a dynamic IP address. When you complete your application you can select to have a static / public IP address. A separate service fee is outlined in the application.

For our residential customers the fast ethernet router has already been installed. When an application for service is completed the wireless SSID and password will be supplied to you. You do have the option to use your own router (BYOD).

How quickly can OVATION connect services?

If you are moving in just after the development has been finished being built, on settlement OVATION will make sure the electricity and hot water services are connected.

OVATION keeps the services active so that you and your financial institution can complete inspections prior to settlement. Even though the services are turned on, you do need to enter into a service supply agreement. To complete an application you can:

1. Complete an on-line application. This is the quickest way to complete and application; or
2. You can complete the application form at the back of the information pack provided to you upon settlement.

If you do move-in and do not complete an application for service, OVATION does monitor usage and will notify you that services will be disabled if OVATION is not in receipt of an application.

If you are moving in more than 6 weeks after the development has been completed, or after someone else has occupied the dwelling, the services will be disabled and an application will need to be completed to enable service supply:

1. Please complete an application at least 1 business day prior to moving in. This allows us time to work to remediate any issues encountered when activating your services.
2. Make sure you choose a move-in date to allow for the services to be activated. It is a good idea to nominate the day prior to you moving-in. OVATION will enable all services the day prior to your specified move-in date unless we get really short notice or the application is completed over the weekend.
3. If everything does not go to plan and your move-in date changes, do not stress. Let us know by emailing support@ovationgroup.com.au or calling 1300 910 972 and we will reschedule your move-in date.

Application and Service Fees

There are service fees that may be applicable to your application:

1. First-time connection fees for electricity, hot water and Internet if they have not been paid at settlement.
2. If you choose to upgrade the Internet router or request a public / static IP address.
3. If you choose to enter into a PAYG Internet plan a once-off PAYG application fee of $100 and an additional $10 per month is applied in comparison to 12 month Internet plans.

Any charges are outlined within the on-line or printed application form.

When you complete your application you be requested to record a direct debit or credit/credit card. OVATION partners with Stripe as our merchant and all details entered are stored securely and will be recorded as your preferred payment method within the customer dashboard. You can change this payment method securely anytime by adding or deleting within the dashboard.

Your stored payment method will be used to process bill payments:

• At the end of your application any fees displayed will be processed immediately. A receipt will be forwarded along with your welcome email.
• Bills will be issued within the first 7 days of a new month with the due date clearly detailed on the bill. Bills not paid by EFT prior to the due date will be processed using your preferred payment method. If you want to process a payment by EFT please process the payment at least 2 business days prior to the bill due date. OVATION will not process the bill using your default payment method if an EFT has been made at least 2 business days prior to the bill due date. After a payment is processed by OVATION on the due date, a receipt will be forwarded that will detail whether the payment was successful or failed due to insufficient funds.

We wish you every success with your moving into your new dwelling. Remember OVATION are here to help you as best we can in connection of all your services. We can be reached by email on support@ovationgroup.com.au or by calling 1300 910 972.