Credits and Refunds

Find out why your account may be in credit and learn how to request a refund. 

Is my account in credit?

If your account is in credit, you will see ‘CR’ next to your account balance on page one of your bill.

Visit our Bill Tour to learn more about reading your energy bills.

How do I request a refund?

Download and complete our refund request form.

Submit your completed form online or, post the form to: GPO Box 4408, Melbourne, VIC 3001

We’ll send you an SMS to let you know when your request has been received. 
It can take a few days for your refund to reach your account.

• Credit card, PayPal – 3 business days
• Bank account – 4 business days
• BPAY – 14 business days

Your refund will be processed using the same method you used to make the payment. Payments made via AusPost, CentrePay, Cheque, Solar Credits, Account Credits and any other miscellaneous payments can be refunded to your bank account.
 

Why is my account in credit?

There are a few reasons your account might be in credit, including:

1. You have paid more than the total amount due of your energy account
2. Your solar feed-in tariffs are more than your electricity consumption
3. You received promotional credits (eg. First Bill Credit)

Excess credit refers to the amount by which the total credit balance on a customer’s energy account, accumulated through any mode of payment or credit application, exceeds the customer’s outstanding energy charges.

A customer can request a refund of any excess credits by contacting 13 88 08 or by completing the refund request form.