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Back to Help Centre Billing and payments

Credits and refunds

Find out why your account may be in credit and learn how to request a refund simply and quickly online.

Are you in credit?

If your energy account is in credit, the amount will appear on page 1 of your bill. See our bill explainer page for more information.

Why are you in credit?

There are a few reasons your account might be in credit, and you could be eligible for a refund.

These include:

1. You’ve overpaid your bill

This could happen because:

  • You paid manually online and accidentally typed in the wrong amount.
  • You pay in regular fixed installments and the amounts were more than the actual energy you used in that bill cycle.
  • You paid manually when you already had direct debit set up.
  • You paid in advance but switched energy provider or moved house

2. We’ve overcharged you for your energy usage

This may have happened because:

  • You pay in regular fixed installments and the amounts were more than the actual energy you used in that bill cycle.
  • Your direct debit was processed on an estimated bill and your actual bill (once the meter was read) was less than the amount estimated.
  • There was an unexpected billing or system error (it’s rare but happens from time to time).

3. Your solar feed-in tariffs are more than your electricity consumption

This may have happened because:

  • Your energy consumption and supply charges are less than the total amount of feed in that your solar system fed back into the electricity grid. 

How to request a credit refund

Requesting a refund is simple and quick with our online form.

We will send you an SMS as soon as we’ve processed your online refund request. 

Once your request is accepted, we will process your refund within 1 business day. Transfer time (when you’ll receive your refund) is usually 3 to 5 days, but this will depend on your bank or financial institution.

If we are unable to process your refund request online, we’ll ask you to give us a call.

Please note:

  • You may need to provide evidence of the payment as part of the refund process. We will let you know if this is required.
  • Payments can take up to 3 business days to show on your account balance. We can’t process a refund request until this has happened.