|
|
|
|
|
When Jane received her first bill from a new energy retailer, she noticed that it included an amount for the Community Ambulance Cover (CAC) levy. Jane didn't recall seeing the CAC levy previously so she looked up an old energy bill to find out if it had been included.
Her previous bill didn't include the CAC levy but it did include an electricity rebate, which was missing from the new bill. When Jane contacted EOQ, she was told that eligible pensioners, holders of a Queensland Government Senior Card or Pensioner Concession Card, should receive a Queensland Government electricity/gas rebate. She also found out that recipients of the rebate do not have to pay the CAC levy—this was why it hadn't appeared on any of her previous bills.
It turned out that the marketer who signed Jane up to the new energy retailer had forgotten to tell her that she should contact the company's call centre with details of her Pensioner Concession card. Rebate details are not automatically transferred across to new accounts when people change retailers.
Because Jane was entitled to a rebate that she hadn't received, her energy retailer back-dated the rebate for the correct period and reimbursed her for the incorrect CAC levy charge.
