Answers to questions you might have about our card processing error

In mid-2022, we introduced a credit card processing fee of 0.95% of the payment amount.

How our systems were set up to apply this fee meant that an error occurred for customers paying by card for two or more months in a row. The fee was applied to the total amount of the previous month’s bill, which included the card processing fee on that previous bill when it shouldn’t have.

We’re not charging our credit card processing fee while we work on an alternative. We’ll let you know if this changes.

No, we won’t recover payment fees for credit card payments while the fee is turned off.

You don’t need to contact us. We’ll credit your account with the refund over the next few weeks, beginning 27 November 2023. We have a small number of customers affected by this issue; for most, the refund is under $1.

You’ll see a line item on your bill called ‘Correction to Credit Card Payment Surcharge’.

We’re working on contacting past customers and will be in touch as soon as we can.

If you were a customer between mid-2022 and September 2023 and paid your energy bill by credit card for two or more months in a row, then you will most likely be eligible for a refund.

We’re contacting impacted current and past customers and will be in touch as soon as possible.