Packages / Utility customer records
Utility customer records
Energy and water utility customer records shared by retailers, water utilities and councils: metering identifiers and interval data, life support and family violence protections, hardship, concessions, disconnection and customer financial records.
- Patterns
- 9
- As primary component
- 6
Patterns in this package
Energy retailer customer records about hardship, payment plans, concessions and vulnerability. The National Energy Retail Law requires each retailer to have a customer hardship policy (s 43) meeting minimum requirements (s 44), and National Energy Retail Rules Part 3 (rr 70A-75B) sets out hardship customer obligations: informing the customer of the policy (r 71), payment plans set by capacity to pay, arrears and expected consumption (r 72), waiver of late payment fees (r 73), Centrepay (r 74) and the AER Customer Hardship Policy Guideline (r 75A). Queensland Government energy concessions (Electricity Rebate, Reticulated Natural Gas Rebate, Home Energy Emergency Assistance Scheme, Medical Cooling and Heating Electricity Concession Scheme) are applied through the retailer on proof of a Pensioner Concession Card, Health Care Card, Veteran (DVA) Gold Card, Queensland Seniors Card or ImmiCard. Records tie an account holder, customer or account number, NMI/MIRN or supply address to hardship program status, arrears, concession card details, payment plan amounts and "personal circumstances" notes. The incident class is a retailer's outsourced call-centre compromise exposing customer circumstances notes and government concession numbers. Published hardship policies, the AER guideline, blank applications and news are decoys.
Energy retailer account records that identify a customer as affected by family violence under Part 3A of the National Energy Retail Rules (rules 76A-76M): the account identification made under rule 76C, the preferred or safe method of communication the retailer must record under rule 76H(4), instructions not to disclose affected customer information (rule 76G) to a current or former joint account holder, and assistance notes such as fee or debt waivers, payment plans, hardship program entries and disconnection holds considered under rule 111(2A). Complements the sector-neutral au-dfv-* classifiers with energy account structure (NMI, MIRN, customer/account number, supply address).
Life support equipment registration records kept by Australian energy retailers and distributors under Part 7 of the National Energy Retail Rules (rules 123A-126A): completed medical confirmation forms, register entries and deregistration records that tie a premises (NMI, MIRN or supply address) to a customer and to life support equipment from the rule 3 list (oxygen concentrator, intermittent peritoneal dialysis machine, kidney dialysis machine, chronic positive airways pressure respirator, Crigler-Najjar syndrome phototherapy equipment, ventilator for life support, or other certified equipment). Applies in Queensland (Energex, Ergon Energy and retailers) since 1 July 2015.
Individual applications, assessments and decisions for rates concessions made by Queensland local governments under Local Government Regulation 2012 ch 4 pt 10. Covers pensioner rebates (s 120(1)(a) land owned or occupied by a pensioner; s 123 rebate for land occupied by pensioners; sch 8 defines a pensioner as a holder of a pensioner concession card), hardship concessions (s 120(1)(d) payment will cause hardship to the land owner) and agreements to defer rates (ss 121(b), 125). A concession for a stated ratepayer can be granted only after that ratepayer applies (s 122(3)). These records link a named applicant and property to Centrelink or DVA concession status, income, household circumstances and the council's decision. Council concession policies, revenue statements and class resolutions are public and are decoys.
Rates and water account records held by Queensland councils and water service providers that flag a ratepayer or water customer as affected by domestic and family violence and record the protective steps taken: a safe or preferred contact method, a suppressed or confidential postal or residential address, instructions not to disclose account details to a co-owner, joint account holder or former partner, account separation, redirected rate notices, and payment arrangements, interest waivers or holds on recovery or restriction action. Unlike energy (National Energy Retail Rules Part 3A) there is no verified Queensland statute that sets out these steps for councils or water providers; they come from council and utility hardship and DFV policies, with the Local Government Regulation 2012 s 120(1)(d) hardship concession and Information Privacy Act 2009 obligations in the background. Modelled on au-energy-family-violence-customer-record. Published council and utility DFV and hardship policies are decoys.
Water and sewerage customer account records held by Queensland councils and water service providers about financial hardship, payment plans and restriction of supply for non-payment. Water Supply (Safety and Reliability) Act 2008 s 169 lets a service provider reduce the domestic water supply of an owner or occupier who does not pay after notice "to the minimum level necessary for the health and sanitation purposes", but not shut it off completely. In South East Queensland the Customer Water and Wastewater Code (made under the South-East Queensland Water (Distribution and Retail Restructuring) Act 2009) covers financial hardship, including Centrepay, and when supply can be restricted for non-payment; Urban Utilities' Residential Customer Charter describes payment plans and a Financial Hardship Policy. Records combine an account holder, water account or customer number, property or service address, arrears and the hardship, payment plan or flow-restriction action. Published charters, hardship policies, the Code and drought restriction notices are decoys.
Register entries and customer records kept by Queensland water service providers and councils for "special needs" customers and properties whose occupants need a continued, uninterrupted and unrestricted water supply for life support or other medical needs, most often home haemodialysis. The basis is customer-charter and code practice, not a statutory register: the Water Supply (Safety and Reliability) Act 2008 contains no special-needs or dialysis provision; the SEQ Customer Water and Wastewater Code covers "customers and tenants with special needs for an uninterrupted supply of water" (clause wording not retrieved); and the Urban Utilities Residential Customer Charter defines a special needs residential property as one where an occupant needs such supply as confirmed by a registered medical specialist, treating hospital or dialysis centre, and commits to at least four business days' notice of planned interruptions to those properties. Modelled on au-energy-life-support-register. Charters, glossaries and eligibility pages are decoys.
A parameterised template for council customer references: rates assessment and property numbers, rate and water account numbers, development / building / plumbing application numbers, animal registration numbers and infringement notice numbers, when they appear in council correspondence, CRM exports and customer records alongside a named customer. Every council numbers these differently and none of the formats is published, so the public version anchors on the field labels (Assessment No, Property No, Rate Account, Application No, Animal Registration No, Infringement No and close variants) with a loose, placeholder-guarded, digit-bearing value. Each reference type is a separate regex so that a deployment can extend it with the council's real format through the existing identifier types council-property-number, utility-account-number, council-development-application-number, animal-registration-number and infringement-notice-number. The record-specific council classifiers (rates arrears, concessions, animal registration, infringement / SPER, water hardship) remain the higher-confidence detectors; this template catches the long tail of customer correspondence that carries a council reference. Published DA notices, council FAQ pages and blank forms are decoys.
Detects National Metering Identifier (NMI) patterns used in the Australian energy market. A 10 or 11 digit number identifying electricity and gas connection points. Also covers the gas Meter Installation Registration Number (MIRN), which is allocated in the NMI number space: AEMO reserves the 5 XXX XXX XXX range for the gas industry (NSW/ACT 52, Vic 53, Qld 54, SA 55, WA 56, Tas 57) and MIRNs travel in the same aseXML NMI element with a checksum attribute. Context-dependent: requires energy/meter keywords.