Origin Energy

refund policy – how to claim your money back

Origin Energy offers refunds when your account is in credit (meaning you've overpaid or built up a positive balance). This can happen due to bill overpayment, solar feed-in credits, or final account closures. You're eligible whether your account is open or closed. Common eligible scenarios include:

• Overpayments or billing errors: Duplicate payments, wrong account transfers, or system errors.
  
  
• Solar feed-in credits: Especially in summer, solar customers may accumulate significant credits which can be refunded on request.
  
  
• Security deposits: Returned upon account closure or after good payment history, sometimes with interest.
  
  
• Plan or usage adjustments: If a re-read or plan change reveals overcharging, you'll be refunded the difference.
  
  
• GSL payments: Automatic bill credits if Origin missed service level commitments (e.g. delays in connections).
  

Refunds won’t apply if your account isn’t in credit, or if you’re requesting a refund for a high bill without a valid billing error. Government concessions are applied as credits, not cash refunds, unless they tip your account into credit. Unlike some competitors, Origin does not forfeit solar credits at closure, you retain access to those funds.

To request a refund:

1. Check your balance: Log in to My Account or the Origin app to confirm your credit.
   
   
2. Use self-service tools: For active accounts, click “Request a refund or transfer credit” in Billing & Payments.
   
   
3. For closed accounts: Use the Credit Refunds Form on Origin’s website. Submit your old account details and refund destination.
   
   
4. For LPG, broadband, or complex cases: Call 13 24 61 or use live chat to speak with Origin directly.
   
   
5. Provide or confirm payment details: EFT is standard. Refunds may go to your original card or to a bank account you nominate.
   
   
6. Track and document: You’ll usually receive email confirmation. Save it. Refunds often show as “Refund issued via EFT” in your account.
   
   

Partial refunds are available if you only want some of your credit returned. You can also transfer the credit to another Origin account if you have more than one.

 Refunds typically take 5–7 business days once approved. Specific timeframes:

• EFT or credit/debit card: 5–7 business days.
  
  
• BPAY refunds: 8–10 business days.
  
  
• Centrepay refunds (via cheque): 11–15 business days.
  
  

Factors that may slow things down:

• Large refund amounts may require extra checks.
  
  
• Closed or expired cards can cause delays.
  
  
• Public holidays/weekends can affect processing timelines.
  
  
• Manual review may be triggered for unusual situations.
  
  

Customers often report faster-than-promised turnarounds, especially with online self-service tools. If your refund takes longer than 2–3 weeks (especially for closed accounts), contact Origin directly.

 Origin processes refunds in the following ways:

• EFT (Bank Transfer): Default and most common method. It's secure and fast.
  
  
• Credit/debit card: If originally paid by card, refunds are issued back to that card.
  
  
• BPAY reversal: Refunds sent to your bank via BPAY are slightly slower.
  
  
• Cheque: For Centrepay or some manual payments.
  
  
• Credit transfer: You can move credit between Origin accounts instead of taking cash.
  
  
• Partial refunds: You can choose to refund only part of your credit.
  
  

Origin does not issue in-person or cash refunds. Always confirm your refund method during the request process to avoid delays.

• Not requesting the refund: Credits often sit on accounts until requested.
  
  
• Wrong contact or payment details: Outdated info can cause missed refunds.
  
  
• Closed account refunds: May be delayed if Origin can’t reach you. Keep your contact info up to date.
  
  
• Large refunds: May need additional approval or processing time.
  
  
• Payment plan adjustments: If you're on a direct debit plan, Origin might suggest recalculating your future payments.
  
  
• Bank rejections: Mistyped account numbers or expired cards can bounce refunds.
  
  
• Unawareness of auto-refund options: Some solar customers don’t realise they can set up auto-refunds. It's worth asking Origin.
  
  

If an issue isn’t resolved, customers can escalate to the Energy Ombudsman in their state.