What is a closed account credit?
An account credit happens when there is money left on your account after it has been closed. This can occur if:
- You overpaid a bill
- Your final bill was adjusted
- A rebate or correction was applied after your account closed
If you have a credit, the money is still yours.
How do I get my credit refunded?
Getting your credit back is simple:
- Contact our customer service team
- We’ll confirm your details and process the refund to your nominated bank account
In some cases, we may ask you to complete a short refund form to ensure the payment goes to the right person.
Is there a time limit to claim my credit?
Yes. If a credit remains unclaimed for a long period, energy retailers are legally required to transfer the money to the relevant state government as unclaimed money.
The timeframe depends on the state or territory where your account was held. We will always make reasonable efforts to contact you before this happens.
What happens if my credit is transferred to the state?
If your credit has been transferred:
- We no longer hold the money
- Your funds are safely held by the state government
- You can still claim the money directly from the state authority
Department of Treasury and Finance South Australia
Will I lose my money if I don’t respond straight away?
No. You will not lose your money.
If we are unable to refund you directly, the credit is transferred to the state government, where it remains available for you to claim at any time.
Why can’t you keep the credit on my account?
Australian law does not allow energy retailers to hold customer money indefinitely. These rules exist to protect customers and ensure all credits can be reclaimed, even years later.
How do I check if I’m owed a refund?
If you think you may be owed a credit, please contact us:
- Phone: 1300 869 573
- Email: [email protected]
Our team will be happy to check and help arrange your refund.
