Resident Statement

Reading your statement

How to read your statement

To bring you greater clarity and understanding of your charges, we’ve made some changes to the look and layout of your statements. This guide will help explain the changes in your statement and some of the most commonly used terms.

Page 1

1) Account Details
In the top right section, you will find details about your account including; your customer number, issue date, invoice period and unit number.


2) Summary Diagram
This diagram summarises your account since your last statement. It includes your opening account balance, the sum of any payments made since your last statement, this period’s new charges, and the total amount due including due date.


3) Your Account Summary
This is an overview of your account activity for the current period. It includes your opening balance, a summary of account payments and charges, and the total amount owing on your account. The specific transaction details are on the second page of your statement.


4) Your Payment Options
This area highlights the amount owed, due date and key information to pay your account. It provides various payments methods including setting up direct debit, internet banking, cheque/ cash and credit card. If you have already set up direct debit as your payment method, you will be debited on the date shown here.

Page 2

5) Account Transactions
Transactions categorised as follows:

  • Payments made to your account
  • Levies - Your recurrent contractual charges
  • Extra charges and adjustments – fee-for service charges and any eligible rebates/credits

Each transaction contains a description of the charge or service, the associated date, and the corresponding amount. Charges marked with an asterisk (‘*’) indicate that the amount includes GST. Charges marked with a ‘CR’ indicate your account will be credited the amount shown.


6) Statement Enquiries
Who to contact if you have any questions or feedback about your account.

Glossary of terms

Represents credits, subsidies, and rebates that you are eligible for during the invoice period.

This fee funds the operating costs of the community and is operated on a cost recovery basis. This includes communal costs such as insurance, rates, and utilities.

Represents the amount due and is comprised of your opening balance, new charges, adjustments, deferrals, and received payments.

Represents a Credit to your account. Credits reduce your statement balance.

This is your unique customer reference number

Represent predetermined contracted amounts that are payable by you on the sale of your home and will be a deduction from your exit entitlement.

Represents additional requested fee-for-service charges not covered by your contracted charges.

This fee funds the operating costs of the community and is operated on a cost recovery basis. This includes communal costs such as insurance, rates, and utilities.

This is the period of time in which any charges and credits against your account have been incurred. The actual number of days in the Invoice Period may vary depending on the community billing cycle and/or your length of stay.

This fee funds the maintenance costs of the community and is operated on a cost recovery basis. This includes ground maintenance, common area upkeep, and equipment maintenance.

This represents the outstanding amount of your account at the beginning of the invoice period.

This fee funds the operating costs of the community and is operated on a cost recovery basis. This includes communal costs such as insurance, rates, and utilities.

This fee funds the maintenance costs of the community and is operated on a cost recovery basis. This includes ground maintenance, common area upkeep, and equipment maintenance.

FAQ's

In resident surveys, you have said you would like simpler, easier to read financial information.  We have been working hard in the background to do just that.  We have conducted lots of research, spoke with staff, marketing partners and specialists to come up with a number of options.  We then asked a number of resident groups to review the results and help us select the best combination of options.

Our resident representatives believe the new statement is simpler, clearer and more transparent.

You can contact your local village administrator or manager, call our friendly support centre on 13 28 36, or email feedback@aveo.com.au. 

If you are on Direct Debit there will be no change to your payment method. Funds will be drawn from your account on the specified day.

For residents not paying via Direct Debit, different payment options are listed at the bottom of the first page of your statement. You can; setup Direct Debit, pay via Debit or Credit card at reception (if available at your specific community), transfer funds via Internet Bank Transfer, or pay by Cheque at your local ANZ branch.

Charges and charge descriptions can vary by village, state, or individual residential contract. This guide is just an example of charges that may occur within a particular village. Note that while some charge descriptions may have been updated you will not be charged anything new that was not previously on your statement.

No, we are looking for new ways to improve our residents experience and how we deliver the best service available. By utilising existing systems and changing the way we operate there is no cost for residents.

Providing the tear-off slip on statements requires special stationery, a special printer and ink, and extra manual handling. Additionally most residents do not utilise this as a payment method, as such we have removed this to help keep costs down. Your new statement outlines the alternative options available to you.

In order to bring greater clarity and understanding to your statement we’ve made some changes to the charge descriptions. This primarily involved removing acronyms and other shorthand codes. 

Note that while some charge descriptions may have been updated you will not be charged anything new that was not previously on your statement.

‘CR’ stands for Credit. If this is next to a charge then this amount reduces your balance. An example is each time you make a payment this amount is applied to your account as a credit which reduces the amount owed.

Payments should show on your statement, however it is possible it that your previous payment was not received before the statement was generated. Trust that if you used the correct reference number and payment methods provided your payment will come through. However if you have concerns please contact your local administrator and they can help confirm your payment was received.