This standard applies if you live in Queensland and we both supply electricity to you, and you receive your electricity account from us.

If you have received an electricity account that contains an error that results in you being overcharged by at least 40 cents; and, you  pay the full amount of the electricity account (inclusive of the error) before you receive a correctly amended account, then you may be  eligible for a rebate.

To become eligible for a rebate, the error must be in relation to one or more of the following:

• The electricity account did not include the whole or part of a Queensland Government Electricity Rebate to which you are entitled.
• The electricity account included a charge for the Ambulance Levy when you were exempt from paying the Ambulance Levy.
• The electricity account included an incorrect price or rate for customer retail services.

When assessing your eligibility for a GCSS rebate under this Standard, errors resulting from one or more of the following events are to be excluded:

• A meter reading error.
• A faulty or inaccurate meter.
• If you were advised by us (or by our representative) in writing or by phone of the need for you to inform us of your eligibility for the Queensland Government Electricity Rebate and Ambulance Levy exemption and either:

  i. You did not inform us or
  ii. You provided incorrect or insufficient information to us.

• Incorrect information being provided to us by a third party (e.g. Department of Communities or Centrelink).
• An adjustment to your electricity account because:

  i. Your previous electricity account was issued to you on the basis of an estimate of electricity consumption; and
  ii. Your current electricity account was issued to you on the basis of a meter reading.
  

• If a final account has been issued and you are no longer the account holder of that premises at the time the error is discovered or claimed.

How do I apply for a credit, and when do I need to apply by?

We will use best endeavours to automatically give you a GCSS rebate if you become eligible, however, you may independently make a claim by calling us on 13 23 56 and asking to be assessed for a Guaranteed Customer Service Standard payment. You should make your claim within four months of paying an electricity bill that contains an error.

How and when will I be notified of the outcome of my claim?

We will advise you of the outcome of your claim in writing within one month of receiving your request.

How much will I get and how will I be paid?

If you are eligible for a payment under the above Standard the following rebate levels will apply:

• If the billing error is at least 40 cents but less than $10 — you will receive an account credit of $15.
• If the billing error is $10 or more — you will receive an account credit of $40.

Please note that we are only required to give one GCSS rebate per electricity account for each eligible claim regardless of the number of account holders or premises listed on the affected account.