Electricity Billing Code
The Electricity (Retail Billing Guaranteed Service Level Scheme) Code (the Billing Code) came into effect on 19 September 2008. The Billing Code requires that electricity retailers give customers a rebate (GSL rebate) off their next electricity bill if the customer has received and paid an electricity bill containing a 'material error'.
A material error is an error of at least $0.40. For an error of $0.40 up to $10, a $15 rebate applies, and for an error of $10 or more, a $40 rebate applies. The billing error must relate to:
- the Queensland Government Electricity Rebate;
- the Ambulance Levy; and/or
- an incorrect price or rate charged by the retailer.
Electricity retailers are not required to pay a GSL rebate if:
- the retailer has issued an amended bill that corrects the error before the incorrect bill has been paid by the customer;
- the billing error is clearly outside of the retailer's control, such as a faulty meter or a meter reading error, or if incorrect or insufficient information has been provided to the retailer; or
- the retailer has simply made an adjustment to the customer's bill following an estimated bill being issued to the customer.
Do I need to apply for the rebate?
The electricity retailer must use its best endeavors to automatically give a customer a GSL rebate to which the customer is entitled. However, a customer may make a claim to their retailer if they believe they are entitled to a GSL rebate. The claim must be made within four months of the customer paying an incorrect electricity bill.
What if my rebate claim is rejected?
If a customer has a dispute with their electricity retailer about their entitlement to a GSL rebate, this must firstly be dealt with by the retailer's complaint handling process. However, if the complaint is not resolved, the customer may refer the dispute to the Energy Ombudsman Queensland (telephone: 1800 662 837, email: info@eoq.com.au).
What is the QCA's role?
The QCA is responsible for overall administration of the Billing Code including monitoring compliance and, where necessary, initiating enforcement proceedings. In addition, the QCA is responsible for obtaining certain information from retailers on a quarterly basis, including the number of:
- GSL rebate claims made and the number rejected;
- GSL rebates paid and the amount of such rebates;
- GSL rebates automatically paid to customers and;
- GSL rebate disputes referred to the Energy Ombudsman for resolution.
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