Hi Natalie,
On 5/10/23 I posted the form my Dr and I downloaded from the Qld Gov website to the relevant Qld Gov department.
On 10/10/23 I received a text saying that the concession had been granted.
Simple.
If I had done as AGL has advised me on several occasions as outlined below, I'd still be waiting to hear back from AGL regarding approval of my Medical Heating/Cooling Concession.
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I spoke to a person from the Qld Gov Department who approves the Concession on Monday.
She said that she had
*** "no idea" ***
why AGL wanted a copy of the necessary form, that it had
*** "nothing to do with AGL" ***
As a consequence, I am at a loss as to why AGL asked me to send the completed form to them and am very concerned at their collection of this personal data, which includes my doctor's details, signature and an imprint of his authorising stamp.
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The below is not the fault of the phone consultants involved - it's the lack of training provided by AGL.
To describe the relevant events :
On 15/08/23 I rang AGL to ask what was required to obtain the concession.
The consultant sent me an email with a link to a copy of the form.
The email said
"It needs to be authorised by your hospital or referring medical practitioner"
and asked me to send the completed form to lifesupport@agl.com.au/Life Support Administrator, AGL, Reply Paid 84146, Melbourne VIC 8001
I replied to the email saying that the link to the form was broken but heard nothing back.
My doctor downloaded a copy of the form (also available from the Qld Gov) and we completed that form which I then emailed to lifesupport@agl.com.au on 20/9/23.
I rang a phone consultant 4/10/23 to ask if the form had been successfully received, given that I hadn't received any acknowledgement of it's receipt.
He told me to simply wait.
He asked why I'd refused life support early 2021 the first time I applied to AGL for this concession, shortly after moving to Qld.
I explained to him that Life Support and Medical Heating/Cooling are different.
I do not qualify for, nor want Life Support.
I do qualify for and need Medical Heating/Cooling.
I found this conversation distressing. Having to explain personal medical needs to someone who has no idea what you are talking about and doesn't understand why you won't accept being given Life Support is unpleasant. To re-iterate, he didn't understand that there was a difference.
On my insistence, he raised ticket #1969031108 to investigate the matter further for me.
He rang me back a couple of hours later saying he'd done some research on the internet, and I should send the form to the Qld Government.
He wasn't able to explain why AGL had told me earlier to send it to lifesupport@agl.com.au It isn't his fault - this young man went out of his way to try to help me - his training is lacking.
I have heard nothing else from AGL since regarding that ticket.
The first time I applied for this concession in early 2021 after moving to Queensland at the end of 2020, the consultant I spoke to then did not understand the difference and gave me Life Support, which I then had to cancel.
It's worth almost $500 a year and can't be backdated.
I have answered your PM with my details as requested.
