Rebates and concessions
Read case studies of customers we've helped with rebate and concession complaints. Personal details have been changed to protect our customer's privacy.
Getting a rebate backdated
Peter, who is a disabled pensioner, moved from one community housing scheme to another and found that his Low Income Household Rebate had stopped being paid. After raising a complaint, the retailer offered a credit equivalent to 12 months rebate. Unhappy with this resolution, he asked EWON to investigate.
Outcome: The retailer fully reimbursed the missing rebate and credited the customer’s account with $1,947.
Retailers are responsible for ensuring eligible customers continue receiving their rebate after moving. If a rebate lapses due to their action or inaction, they must reimburse you.
Concession card start dates
Jeremy applied for a concession card in November 2018 but didn’t receive it until February 2019. He applied for the Low Income Household Rebate, but his retailer advised it would only be backdated to the date he applied for it, rather than the date his card was valid from.
Outcome: The retailer acknowledged it had provided the customer with wrong information and credited his account for $60 to cover the period November 2018 to February 2019.
Rebates should be applied from the date your concession card is valid from.
Customer unsure if she's eligible for rebates or discounts
Thanh attended a Bring Your Bills Day in Earlwood. She wanted to learn about discounts she might be eligible for, after noticing there were no discounts or concessions applied to a recent bill.
We contacted her provider which advised that Thanh was on a standing offer and had never had a concession or discount applied to her account.
Outcome: It offered to apply the Low Income Household Rebate and back date it for 12 months and offer Thanh a market offer. We also referred Thanh to Service NSW to review energy offers using its Energy Switch comparison tool and to an Energy Accounts Payment Assistance (EAPA) agency for assistance, both of which were at the event.
The energy market is competitive and retailers offer different types of deals and discounts. Check that you're on the best deal by uploading a recent bill to the Energy Switch website.
Customer with visa problems facing affordability issues
Samira approached us at a Bring Your Bills Day in Earlwood with a high bill. She didn’t have a current work visa and advised she had already used her Energy Accounts Payment Assistance (EAPA) allocation for the year. She wanted to confirm that she was receiving all applicable rebates and discounts and also asked for advice on payment options for her outstanding bill.
As Samira was unable to make any payments towards the account until the next month, we contacted her provider to discuss her situation.
Outcome: the provider placed a hold on the account and agreed to assess Samira’s suitability for its hardship program once she had her visa.
We confirmed on the day that Samira was receiving all rebates she was eligible for and referred her to an EAPA agency at the event. We also referred her to the Service NSW staff at the event, so she could complete a review of her current electricity plan using its Energy Switch comparison tool.
At our Bring your Bills Day event, we can review your bills on the spot, make sure you’re getting any applicable rebates, and can help you check that you’re on the best deal. See our list of upcoming events.
Customer not receiving rebate he was eligible for
Mahmoud approached us at a Bring Your Bills Day in Blacktown. He needed an Arabic interpreter so we organised one over the phone. A pensioner, he asked us to check he was receiving the appropriate discounts and rebates on his electricity and gas bills.
We spoke to his provider which advised that the Low Income Household Rebate was applied to the electricity and gas accounts at Mahmoud’s previous address, but not at his current address. It offered to apply the rebate at the current address and backdate it for 12 months. When we advised Mahmoud, he felt it was unfair given he had been living at his current address for two years. We offered to investigate the matter following the event.
Outcome: the provider confirmed it could not backdate the rebate for more than 12 months. After the backdated rebate was applied, it advised that Mahmoud’s energy accounts were in credit. It also confirmed that he was receiving a 23% pay on time discount for electricity and a 20% pay on time discount for gas.
Rebates may not automatically be carried over if you change address or providers. Make sure you check your bills and contact your provider if you have any issues. If you’re not happy with their response, contact us.