How to get your money back using the

EnergyAustralia

refund policy

Valid Refund Scenarios:

• Overpayment: If you accidentally paid more than your bill, resulting in a credit balance, you're eligible for a refund.
  
  
• Final Bill Credits: If you close your EnergyAustralia account and there’s leftover credit (from overpayment, rebates, or feed-in credits), you're entitled to a refund.
  
  
• Government Rebates & Solar Credits: You can request refunds for credits from government energy rebates or solar feed-in tariffs, especially if you switch providers or close your account.
  
  
• Billing Disputes Resolved in Your Favour: If a billing dispute results in an adjustment lowering your bill, you’re eligible for a refund of any overpayment.
  
  
• Security Deposit Refunds: Deposits are refundable (with interest) after 12 months of good payment history or upon account closure.
  
  

Invalid Refund Scenarios:

• No refund if your credit is due to a pending charge or future billing cycle.
  
  
• No refund for disputed charges confirmed as valid after review.
  
  
• No cash refunds available; refunds are processed electronically.
  

Step 1: Confirm Your Credit Balance
Check your latest bill or your online EnergyAustralia account to confirm you have a credit balance.

Step 2: Contact EnergyAustralia

• Live Chat: Access via EnergyAustralia’s website.
  
  
• Phone: Call EnergyAustralia customer support at 133 466 (Mon-Fri, business hours).
  
  
• My Account: Log in online and request a refund directly.
  
  
• Email: Submit your refund request clearly via email.
  
  

Step 3: Provide Necessary Information
Clearly state your account number, name, refund amount, and bank details (BSB & Account number) if required. Include the reason for the refund request (e.g., account closure, overpayment).

Step 4: Await Approval & Confirmation
EnergyAustralia will manually review your request. Upon approval, you'll receive confirmation via email or chat.

Step 5: Receive Your Refund
Refunds are processed electronically - expect your funds within specified timeframes (below).

• Credit Card Refund: Typically within 48 hours after approval.
  
  
• Electronic Funds Transfer (EFT): Approximately 3–4 business days after approval.
  
  
• Cheque by Mail: Usually takes 7–10 business days from approval.
  
  

Note: If you haven’t received your refund within these times, follow up directly with EnergyAustralia customer support.

• Electronic Funds Transfer (EFT): Directly refunded into your bank account.
  
  
• Credit Card Reversal: Refund returned directly to your credit card if recently charged.
  
  
• Cheque: Sent by mail, typically for closed accounts or when electronic methods are unavailable.
  
  
• Security Deposits: Refunded via EFT or cheque, including accrued interest.
  
  
• No Cash Refunds: EnergyAustralia explicitly does not offer cash refunds.
  

• Rebate Refund Denial:
  Occasional initial refusal to refund government rebates. Resolved by providing official guidelines or escalating to Ombudsman if necessary.
  
  
• Final Bill Timing Confusion:
  Refund requests may be denied if requested before the final bill is generated. Ensure your account is fully closed and settled first.
  
  
• Delayed Cheques or Lost Mail:
  Contact EnergyAustralia promptly if a mailed cheque does not arrive within expected timeframe; they can reissue it.
  
  
• Account Credit Misunderstandings:
  Refunds aren’t automatic. Customers must explicitly request credit payouts, particularly solar feed-in credits.
  
  
• Incorrect Bank Details:
  Always verify your bank information to prevent refund delays due to payment bounce-backs.