Cost of living rebate refund

[Viv93]

Swapped suppliers early Oct with Approx $750 in credit.

Received chq for solar bit but not the $500 odd cost of living portion, nor did it carry over to my new supplier.

Contacted AGL, no response to date.

Am i missing something or should i go to the ombudsman?

[michelle653burk]

Hello!

It sounds like you've already taken some good steps by contacting AGL and not getting a response. Since you're still waiting for a resolution, it might be a good idea to escalate the issue to the Energy Ombudsman. They offer a free and impartial service to help resolve disputes between consumers and energy suppliers.

Before you do that, make sure you've given AGL a reasonable amount of time (usually around 8 weeks) to address your complaint. If you haven't heard back within that timeframe, you can file a complaint with the Energy Ombudsman. 

[Natalie-AGL]

Hello @Viv93, 

Thank you for taking the time to reach out. 

I am truly sorry to hear about your experience and can appreciate how frustrating and disappointing this must be. We value customer service and getting things right and it is disheartening to hear that we have missed the mark here.

I want to ensure that we make things right, I'll send you a private message and get some further details from you.

Kind Regards, 

Natalie