Still waiting on a

Alinta Energy

refund?

Alinta Energy customers are generally eligible for refunds when their accounts are in credit, such as from overpayments, billing errors, or upon account closure with a positive balance. Common scenarios include direct debit surpluses, mistaken charges, or unused services after moving. Good news for solar users: Alinta now refunds solar feed-in credits if your account is settled.

However, there are a few important exclusions:

• Refunds are not automatic - you must actively request a cash refund, or the credit simply rolls onto your next bill.
  
  
• Credits will first be applied to any outstanding debts. You’ll receive only the remaining amount after all dues are cleared.
  
  
• Very small credits might stay on your account unless explicitly requested.
  
  
• eVouchers and product purchases from Alinta’s rewards store are non-refundable.
  
  

If you're switching providers, wait for your final bill showing any remaining credit, then request a refund. Note that refunds related to government rebates may follow different rules.

Requesting your refund is straightforward, just follow these steps:

Step 1 – Confirm Your Credit:
Log in to your MyAccount Portal and confirm your credit balance.

Step 2 – Get Your Final Bill (if applicable):
If switching away, wait until you receive your final bill, clearly showing your credit.

Step 3 – Contact Alinta to Request Your Refund:

• By Email: Send details (account number, amount of refund requested, and your contact information) to customer.service@alintaenergy.com.au.
  
  
• By Phone:
  
  
  • East Coast: 📞 13 37 02
    
    
  • WA: 📞 13 13 58
    
    

Step 4 – Provide Refund Details:
Alinta typically refunds via EFT (bank transfer). Be ready with your bank account details (BSB and account number). Make sure the bank account is under the same name as your Alinta account.

Step 5 – Get Confirmation and Approval:
Always ask for a reference number and confirm timelines (usually 5–10 business days after approval). Alinta’s Credits Team reviews each request internally.

Step 6 – Monitor and Follow Up:
Refunds usually arrive within two weeks. If delayed, politely chase via email or call, referencing your request. Persistent delays? You can escalate via Alinta’s Complaints Policy or, as a last resort, through your state’s Energy Ombudsman.

Alinta Energy’s refunds are processed in two stages:

• Internal Approval: Generally takes 1–2 business days to confirm your credit and approve the refund.
  
  
• Bank Processing: EFT refunds typically take 5–10 business days after approval. Often customers receive their money at the shorter end of this range (around 1 week). Cheques, rarely used, take considerably longer due to mailing and clearance times.
  

In most cases, you’ll have your refund within 1–2 weeks from your initial request.

Alinta Energy offers secure and straightforward refund methods:

• Direct Bank Deposit (EFT): Primary method, fast, free, and direct to your account.
  
  
• Credit Transfer to Another Alinta Account: Useful if you have multiple accounts (e.g., electricity and gas).
  
  
• Cheque (rare): Only if EFT isn't possible. Expect longer wait times.
  
  

Note: Refunds via cash or in-person pickups are not available.

Here’s what customers most commonly experience - and how to handle it:

• Automatic Offset Confusion: Alinta rolls credits onto your next bill unless you specifically request a refund.
  
  
• Delayed Refunds: Some customers have reported extended delays (beyond 10 days). Follow up regularly if delays occur.
  
  
• Poor Communication: If unsure, ask Alinta explicitly for email confirmation of your refund request status.
  
  
• Solar Credit Confusion: Historical confusion around solar refunds is resolved. Solar credits are refundable now upon request.
  
  
• Complex Process (Manual Steps): The refund process requires manual steps (emails or phone calls), unlike some competitors' instant-app options. Provide comprehensive details upfront to minimise back-and-forth communication.