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Some four months before contacting EWOV, Mr V had taken up electricity and gas accounts with an energy retailer. Although he’d provided his concession card details over the phone, when he received his first bill the relevant concessions hadn’t been applied. Mr V paid the amount on the bill less the concessions entitlement. He then faxed a copy of his health care card to the retailer and sent a letter explaining the situation. Despite this, the amount he’d withheld appeared on his next bill — his concessions entitlement hadn’t been applied. Our investigation showed that Mr V’s concession card hadn’t been registered permanently on his account. This meant that to receive concessions, he had to pay his bill at the post office and present his concession card. To rectify this, the retailer registered Mr V’s concession details, thus ensuring his concessions entitlement would be automatically deducted from future bills. It also agreed to waive an amount of $26.71 which had been underpaid by Mr V in error as a result of the dispute. (G/2005/226)
Return to Concessions and grants information
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