Changes to the billing arrangement for an embedded network causes cost of living rebate confusion

Colin* lives in an embedded network. Embedded networks are privately owned energy networks and are common in apartment complexes. In October 2023 Colin's building managers engaged a new billing agent for the embedded network. They decided to administer the 2023-24 Queensland Cost of Living rebate as quarterly payments, and as a result, Colin missed out on the full value of the rebate.

Here’s how we helped:

We investigated and spoke to the billing agent to understand what had happened. Under normal circumstances, embedded network customers receive Cost of Living rebates as a lump sum, rather than 4 x quarterly payments. In this situation, when the new billing agent took over in October, they decided to distribute the Cost of Living rebate quarterly. This meant the first quarter (July – September) was missed.

We also discovered that the previous billing agent had lodged a Cost of Living form in mid-July, but there had been some issues regarding the application and the funds were not received by residents. When the new billing agent took over and realised residents had not been paid, a claim should have been submitted for the full value of the rebate for all eligible account holders. The rebate credits should not have been administered quarterly for this site.

The impact of quarterly rebate credits within an embedded network is that if any residents move out during the year, they will miss out on the full value. Also, if any residents move in after 1 July (the required residency start date), and are therefore not eligible for the rebate, they will incorrectly receive a portion.

As a result of our investigation, the new billing agent followed up and was able to apply the remainder of the claim to the account so that all eligible residents, including Colin, received their rebate.

Colin and the other residents were all pleased with this outcome.

*name changed to protect privacy.