Q&A - Changes to Urban Utilities' Authority to Act processes

Urban Utilities are making changes to their ‘Authority to Act’ processes for customer accounts, and here’s what you need to know.

What’s changing?

From 1 July 2024, all Urban Utilities accounts that you manage will require the property owner to give you authorisation so that you can continue to act on behalf of your clients in relation to their account.

Why is this change needed?

These changes are to protect Urban Utilities’ customers sensitive personal information and to remain compliant with Privacy legislation.

What do I need to do now?

Urban Utilities are asking that you get in touch with your property owners now, advising them of this upcoming change and asking them to complete an Authority to Act.

Failure to provide authorisation may result in Urban Utilities’ Customer Service team being unable to assist with any account related requests from 1 July.

How can I be Authorised to Act on an account?

• Property owner/s can complete an Authority to Act form on Urban Utilities’ website
• Property owner/s can call Urban Utilities on 13 26 57 (8am to 5pm weekdays) and provide the authorised person’s details OR
• Property managers can supply a copy of the Residential Agent Appointment or Reappointment (Form 6) and send to customerservice@urbanutilities.com.au

I have more questions…

Urban Utilities appreciates the impact that this change may result in for some property managers, and thank you for your support in their commitment to protecting their customer’s personal information.

Urban Utilities have a full list of FAQs on their website if you’d like to know more.

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