MyAccount

Requesting and organising a credit refund

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If you have credit on your energy account, you may be able to request a refund, move the credit to another account, or leave the money to help pay your next bill.

Customers may find their energy account has been credited, but being credited doesn't automatically make you eligible for a refund. In most scenarios we advise keeping any credit on your account so it can be used towards future bills.

Some of the reasons you may have been credited include:

  • You've paid more than was necessary for your last bill
  • You've successfully received or applied for a rebate
  • You're on a payment plan and using less energy than was originally estimated
  • You've received credit via a feed-in tariff (FiT) for excess electricity exported to the grid

Some of the reasons you may have been credited include:

  • You've paid more than was necessary for your last bill
  • You're on a payment plan and using less energy than was originally estimated

If you take no action, the credit will be automatically subtracted from future payments. This can help you avoid bill shock, especially if your energy usage fluctuates.

If you do wish to use the credit immediately, you can:

  • Move the credit to another account
  • Request a refund

Eligibility for refunds

Credited accounts may be eligible for a refund. You can tell if you're in credit by checking your total balance in MyAccount. If the balance says 'Credit' then you have credit on your account.

Eligibility to request a refund will depend on your specific circumstances.

Your credit is not eligible to be refunded if you:

  • are on a payment plan - credit will be kept on your account to make sure you can continue to pay your instalments
  • are part of the Alinta Assist program
  • received the credit via a rebate
  • have SmoothPay activated
  • have an account in disput or being investigated

Your credit is not eligible to be refunded if you:

  • are on a payment plan - credit will be kept on your account to make sure you can continue to pay your instalments
  • are part of the Alinta Assist program
  • have bill smoothing activated
  • have an account in disput or being investigated

Moving credit between accounts

Credit can be moved between your gas and electricity accounts to help manage your payments. Moving credit from one account to the other can be done in MyAccount.

  • Activate or log in to MyAccount
  • Select 'Transfer credit to other account' shown under your total balance
  • Select your account and the amount you wish to transfer
  • Review and submit your transfer request

Credit can be moved between your old and new accounts to help manage your payments. Contact us if you wish to move your credit between accounts.

Request a refund

Contact us to lodge your request.

If you wish to request a refund, the quickest and easiest way is via MyAccount. To submit your refund request:

  • Activate or log in to MyAccount
  • Select 'Request a credit refund' shown under your total balance
  • Select your account and 'Refund credit amount'
  • Review and submit your refund request
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Refunds via MyAccount can only be done for credit card payments. For refunds on all other payment types, please call us on 13 37 02.

Refunds can take up to 7 business days to be processed. You'll see your credit removed from MyAccount once the refund has been completed.