Energy Bill Relief Fund 043-23061426

Description

Question: How much is the rebate for 2023-24?

Answer:

• Each state and territory government has determined the eligibility, frequency and amount of the rebate
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: When will customers get the rebate for 2023-24?

Answer:

• Each state and territory government has determined the eligibility, frequency and amount of the rebate
• Depending on the state or territory, customers might get bill relief on a single bill or spread across multiple bills
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: Can customers receive the rebate for an address other than their home address, for example a temporary or term address?

Answer:

• Customers can only get one bill relief for their principal place of residence
• The Energy Bill Relief Consent workflow automatically populates the customer’s home address (coded HOM on the AD screen). This is the address Services Australia will provide to the customer’s electricity retailer
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: Can customers receive the rebate if the electricity bill is in their partner’s name?

Answer:

• Each household can only get one bill relief rebate, even if there is more than one eligible person living there
• To receive the rebate, customers must be the account holder or named on the account and receive an eligible concession card or payment
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: Can customers sharing accommodation receive the rebate?

Answer:

• Each household can only get one bill relief rebate, even if there is more than one eligible person living there
• If the customer is not the account holder or named on the account, they should speak with the person who is the account holder
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: What if I live in a caravan park or apartment building that shares one electricity provider? (Embedded network)

Answer:

• Embedded or on-supplied networks are private electricity networks that serve multiple customer premises (or lots) within a building or self-contained site (such as a caravan park, apartment building or retirement home or village)
• Customers in embedded networks cannot provide consent through the online workflow or staff assisted process
• Each state or territory has a specific process for customers who are in embedded networks. Direct the customer to go to energy.gov.au and locate their state or territory government's embedded network process

Question: Will customers using pre-paid electricity meters (tokens, e-meters and secure meters) receive the rebate?

Answer:

• The approach for customers who use pre-paid electricity meters such as tokens, e-meters and secure meters has been determined by each state and territory government
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: What if the customer has changed address?

Answer:

• Use the Change of Address workflow and apply it to their record before completing the Energy Bill Relief Consent workflow
• Customers can only get the energy bill relief for their principal place of residence
• Customers can find more details about the Energy Bill Relief Fund and other state and territory concessions at energy.gov.au

Question: What if the customer's payment or concession card is cancelled, suspended, newly granted or on a zero rate?

Answer:

• The customer’s electricity retailer will check eligibility for the Energy Bill Relief Fund
• Customers with complaints or feedback about eligibility should be directed to contact the Treasury
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: What if the Centrelink customer is also a DVA customer?

Answer: DVA customers who are also Centrelink customers can provide their consent via the Centrelink online workflow or staff assisted process.

Question: What if the customer is not a Centrelink customer?

Answer:

• Only Centrelink customers can access the Energy Bill Relief Consent workflow or staff assisted process
• Department of Veterans’ Affairs (DVA) customers only (who are not also a Centrelink customer) cannot use the workflow or staff assisted process. DVA will contact their customers to tell them what to do
• If contact is received from someone who is not a Centrelink customer, they should be directed to energy.gov.au

Questions: Can customers under 16 receive the rebate?

Answer:

• Customers must be the electricity account holder or named on the electricity account
• Each household can only get one bill relief rebate, even if there is more than one eligible person living there
• Customers can find more details about the rebate and eligibility at energy.gov.au

Questions: Can customers receive the rebate on their gas bill?

Answer:

• The Energy Bill Relief Fund provides targeted relief on electricity bills. It does not apply to other utilities such as gas
• Customers can find more details about the rebate and eligibility at energy.gov.au

Question: What if the customer provided consent directly to their electricity retailer?

Answer:

• If a customer has already provided consent to their electricity retailer, they do not need to complete the Energy Bill Relief Consent workflow
• If a customer provided their consent to their electricity retailer and now wants to edit or withdraw their consent, they need to contact their electricity retailer

Question: Will customers in external territories receive the rebate?

Answer:

Customers may enquire about the Energy Bill Relief Fund in Australian external territories, including Norfolk Island, Christmas Island and Cocos (Keeling) Islands. Information is available at www.infrastructure.gov.au > Territories, regions & cities > Territories. See:

• Jervis Bay Territory
• Indian Ocean Territories of Christmas Island and Cocos (Keeling) Islands
• Norfolk Island

Question: How does the customer know their details will not be shared with another third party?

Answer: For further information on data and privacy, customers should be directed to the Centrelink Confirmation eServices (CCeS) Policy, terms and guides webpage on the Services Australia website.

Question: How can customers make a complaint?

Answer:

• Customers with complaints or feedback about eligibility should be directed to contact the Treasury
• Customers should only contact Services Australia via the myGov helpdesk if they have queries or complaints regarding the Energy Bill Relief Fund Consent workflow
• Customers should be directed to their electricity retailer for complaints regarding the delivery of the rebate