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.