Ombudsman involvement leads to backdated rebate
A pension customer complained that their concession had not been applied and were seeking to have it backdated.
A customer complained to the Energy and Water Ombudsman that they had previously informed their water provider that they held a Pensioner Concession Card and assumed they would be receiving the concession. They had now become aware that the concession had not been applied and were seeking to have it backdated.
The Energy and Water Ombudsman’s investigation revealed that the customer had contacted the water provider about concessions but had not specifically mentioned the Pensioner Concession Card. Following the Energy and Water Ombudsman’s involvement, the water provider informed the customer that it recognised the customer had made an earlier enquiry and the water provider changed the customer’s application date to the date of their contact with the water provider to discuss concessions resulting in the maximum concession rebate being applied to the customer’s account from that time.