Refunds
Sometimes an energy or water provider might owe you a refund. Whether it’s a credit from a closed account, an overpayment, or a billing error, customers are entitled to fair and timely refunds from their providers.
This page will tell you common issues that result in a refund, what steps to take if you think you’re owed a refund and what to do if your provider doesn’t resolve the issue.
Common reasons for refunds
Here are some common reasons your energy or water provider might owe you a refund.
Account in credit after overpayment
If you’ve accidentally paid more than you owe such as accidentally paying twice or continuing a direct debit after closing your account, you may have a credit on your account. Your provider should apply the overpayment amount to your next bill or refund it to you.
Account in credit when closed
If you’ve closed your account and still had a credit balance, for example from an overpayment or unused rebate, your provider is required to refund that amount. Sometimes you might experience a delay in receiving this refund if your contact details have changed or if the account closure process wasn’t completed correctly.
Rebate or concession not applied
If you’re eligible for a rebate or concession and it hasn’t been applied to your bill, you might be entitled to a refund once it’s corrected. Providers should apply eligible rebates automatically once they have the correct details.
Visit Rebates and concessions for more advice.
Billing errors
If your provider has overcharged you due to an incorrect meter reading or system issue, they should correct the bill and provide a refund for the amount overpaid.
What to do if you think you're owed a refund
If you think there has been an error and you’re owed a refund, you should:
- Check your bill or account history. Look for overpayments, rebates, or corrections. Confirm the amount in credit.
- Contact your provider. Ask for a clear explanation of the account balance and request a refund. Specify how you’d like to receive it, for example direct deposit to your bank or a cheque.
- Give your provider time to respond. Most refunds should be processed within 10 business days once confirmed, but this can vary.
Some account credits cannot be refunded whilst your account is active. Your provider will let you know if you have a credit that cannot be refunded whilst the account is active.
What to do next
You can contact us for help if you believe you’re owed a refund and:
- your provider has not responded to your refund request
- you’ve been promised a refund but haven’t received it within a reasonable time
- the refund amount is incorrect or unclear; or
- you feel you’ve been treated unfairly or given misleading information.
We’ll work with you and your provider to resolve the issue.
Ready to make a complaint?
To make a complaint with EWOQ you can complete our online form.
If you're unable to make a complaint online or need additional help, you can call us on 1800 662 837. We're available from 8:30am to 5:00pm every weekday except Tuesday when we open at 9:30am.