Pensioner suddenly stops receiving electricity rebate

Published on 19 August 2026

As a pensioner, Shirley* was receiving the Queensland Government’s Electricity Rebate. Her electricity retailer had been applying the rebate to her bills for many years but suddenly stopped. Without the rebate being applied, Shirley's electricity bills were higher than they should have been, adding to her household costs.

For months she consistently tried to get in touch with her retailer, contacting them by phone and email. Each time she wasn’t given a clear explanation and was told that it would be fixed.

Frustrated, Shirley contacted EWOQ for our help.

Here's how we helped

We contacted Shirley’s retailer and asked them to explain why they had stopped applying her rebate. We also expressed concern that Shirley had attempted to resolve the problem multiple times and was made promises that it would be fixed.

The retailer stated that it was an administration failure on their end. Shirley was approved for the rebate and should never have stopped receiving it. They also acknowledged that Shirley had been receiving poor customer service. 

Outcome

The retailer reinstated the rebate and backdated it to when it stopped. They also applied a credit of $50 to Shirley’s account for the inconvenience they caused.

Shirley was very happy that we were able to get a resolution quickly. She thanked us for taking her concerns seriously.

Shirley’s case highlights how important good customer service is from retailers. Her concerns should’ve been fixed after the first contact. It also highlights the importance of EWOQ’s role in having a path for customers to turn to when they aren’t getting an appropriate response. 

*Name changed to protect privacy.