Electricity rebate missing from bill
A customer provided his concession details when signing up with his energy provider, but 18-months later the rebate wasn't on his bill.
When signing up with his energy provider in early 2019, the customer provided his Health Care Card details and was told he’d be eligible for the Queensland Electricity Rebate.
When the customer reviewed his bills in early 2020, he noticed that the rebate had not been applied to the account, so he contacted his energy provider.
The provider told the customer that they would apply the electricity rebate to the account, backdated to early 2019. However, he was also told to speak to Centrelink as they had not approved the concession.
The customer contacted Centrelink on two occasions, and they confirmed his concession card was valid. However, after confirming this with Centrelink, his energy provider told the customer the concession card was not valid. The customer then contacted EWOQ as he was not satisfied with the response from his energy provider.
EWOQ undertook an investigation of the billing on the account and established the customer’s Health Care Card was eligible for the rebate and that it had not been applied to the account for a period of 422 days.
During the investigation, the energy provider confirmed the Health Care Card was valid so that the rebate would be applied to the account moving forward.
To resolve the matter, the provider applied a $394.08 credit to the account for the missed 422 days of rebate and offered a further $100 goodwill gesture to the customer. The customer was satisfied with this and accepted the outcome.