Medically Dependent?

Please let us know immediately if you or someone in your house depends on mains electricity for critical medical support - where no electricity could result in loss of life or serious harm. This applies to both medical and other equipment needed to support treatment.​  You and your health provider will need to complete and send to us this form . Once we have all the information we need, we will then advise whether you have met the criteria to be placed on Smart Billing Solutions' Medical Dependency Register. If you do, you will be registered as a medically dependent customer.

Emergencies / Outages

As Smart Billing Solutions is a provider of billing services to building owners and managers, we do not own or maintain the physical networks that supply you with power, water and gas.  In the event of an outage please contact your building manager, village manager or landlord directly.  You may also contact your local network company and give your general building address to ascertain whether you are experiencing an area outage.
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FAQ's

Below are a list of Frequently Asked Questions about our tenant billing service. If you cant find an answer to your question below, please contact us - we are happy to help!

I may be a VULNERABLE CUSTOMER, how do I let Smart Billing Solutions know, and how can you help me?	Smart Billing Solutions has an obligation to assist customers in vulnerable circumstances, which we take seriously. If you are having difficulty paying your invoices from Smart Billing Solutions, please contact us immediately on +64 9 534 9644. We’ll discuss options such as setting up a payment arrangement, applying to Work and Income or another social agency for budgeting or other advice or assistance. You may also appoint one or more alternate contacts who agree to assist if a disconnection or payment issue is pending. An alternate contact could be a family member or friend, or a social agency support person.
I am a new resident, how do I open a new account with Smart Billing Solutions?	Please complete the Utility Application Form on the RESIDENTS page and send it to [email protected]. Alternatively, phone our friendly call centre on 09 534 9644 to sign up over the phone. Please note that we require your new building to have a pre-existing relationship with SBS. ​
How do I set my account up for Direct Debit?	Please call/email us on the above and we will send you a direct debit form.
Can I read my own meter?	Most of the time, the meter is located in a locked cupboard outside of the your apartment, and readings are taken either manually or by wifi readers.
I am moving out and wish to transfer my account over to my new premises.	We are happy to continue your account if you move into a premises we already supply. Just give us a call and we can transfer you over.
How can I ensure my meter is working properly?	If you are concerned about your meter, please give us a call. We can send a technician out to check however there may be a fee associated if there is no issue found.
​I am going on holiday. Can I close my account while I'm away?	Even if there is no usage on your meter, there is usually still a daily fee component to pay, so we are unable to close your account for holidays.
Why do I not receive a full Entrust Power Dividend?	If we bill you for power, it is likely that your building is set up as a customer network meaning there is only one Entrust Dividend for all of the apartments. Depending on the Body Corporate's decision, this can be either distributed amongst the tenants or put towards the BC's operational costs.
​I'm using more power/water than in my previous apartment. How do I find out why?	Check out our 'How to Save' flyer on the RESIDENTS page for some ideas on what to check, and how to conserve power and water.
How do I let you know I am moving and want to close my account?	Please call/email us BEFORE YOU MOVE OUT, and we will close your account and send you your final bill. ​