Loading ...
There are stories being told in various channels of customers living in embedded networks who have not yet received their cost of living rebate payments. The reports suggest that these delays were the result of a loophole being exploited in the concessions process. We would like to clarify that this is largely not the case and in most cases, the delay for exempt customers is caused by due process.
At Altogether, we understand how crucial government rebates are in helping Queenslanders manage their cost of living, and we are dedicated to ensuring these funds reach those who need them most as quickly as possible. While there are many advantages to being part of an embedded network, responses to government rebate announcements can take time within this segment of the market.
There are three main electricity selling scenarios at play, and it’s important to recognise that millions of dollars are involved. Understandably, an intense level of scrutiny and reconciliation is necessary when distributing such significant sums of money.
The Queensland Government has advised that if customers in embedded networks, under the exemption framework, have not received their rebate by 31 December 2024, they should contact their embedded network operator directly.
Here’s a breakdown of three electricity selling scenarios and what customers and building owners can expect.
Altogether is the largest specialised embedded network authorised retailer in Australia, and we are delighted to say that all our eligible customers have received their cost-of-living rebates. If you’re purchasing electricity from an authorised retailer, you should expect that your rebate has already been applied. If you have not yet received it, please contact your retailer. These rebates are vital in supporting Queenslanders with their living expenses. A full list of authorised retailers is available on the AER website: https://www.aer.gov.au/industry/registers/authorisations
The exemption framework was designed with a limited set of protections, supported by other stringent industry legislation benefiting all owners such as the BCCMA. Building owners responsible for selling electricity to residents typically engage an agent to administer the on-sell of electricity procured by the building owner. 'Altogether Solutions' operates as a billing agent for building owners selling energy to residents. When the latest rebate was announced in June 2024, it initiated a multi-step process involving several parties. Upon receiving notification of the rebate requirements, we promptly began completing the necessary claims for eligible customers at 1st July 2024. However, gate meter retailers must first process and apply these rebates to the gate meter bills before payments can be made to individual households. This step is critical to ensure the rebates are accurately and appropriately distributed. At the time of writing, only one gate meter billing cycle has occurred for the July supply period, so most customers living in this market segment would not expect to have had the rebate applied to their account. Building owners should follow up with their billing agent to ensure the application has been processed and request an update following the finalisation of the August supply period however the Government suggested that lump sum rebates may not be applied for up to six months. More information is available on the Qld Government website: https://www.qld.gov.au/community/cost-of-living-support/concessions/energy-concessions/cost-of-living-rebate
This group is where customers and building owners may encountered significant issues. These service providers, sometimes also authorised retailers, create market distortion due to a loophole in the embedded network framework. Altogether continues to uncover instances of mismanaged funds in this market segment and calls for urgent action. There is no safety net for customers in this segment. These service providers can be identified on the regulator’s website with a simple search by address or building name but avoid regulatory scrutiny because they are not discoverable through the AER performance reporting or information interrogation processes. This loophole results in customers suffering the consequences. Building owners often engage these providers with a promise of eliminating debt risk, without fully understanding that the owners remain responsible for compliance including the distribution of rebates.
We urge all stakeholders to ensure they understand their responsibilities and act reasonably to resolve any outstanding rebate payments to customers. The wellbeing of Queenslanders depends on it. You are encouraged to contact our team at clientoffice@altogethergroup.com.au if you have any questions.
