How can we help?

Guaranteed Service Level Rebates

From 1 July 2020, the Independent Competition and Regulatory Commission made changes to the Consumer Protection Code. This is to ensure energy retailers operating in the Australian Capital Territory (ACT) meet guaranteed service levels.

What does this mean?

This means that we’ll pay a customer a rebate for not meeting guaranteed service levels for the following situations.

Turning on Electricity and Gas Connections

When you contact us to turn on your electricity and/or gas supply to your home or business, here’s a list of the expected timeframes for connections depending on the time and day you call us.

What happens if we don’t meet these guaranteed service levels?

We’ll pay you a rebate of $60 per every day that we are late, at a maximum of $300 in total.

*An investigation will take place to determine if the connection didn’t occur on time due to our error. If this is the case, we’ll provide relevant rebates, as soon as practicable.

Wrongful Disconnection

A disconnection in error may occur for various reasons. Here are some examples:

• We disconnected an account due to non-payment in error,
• We disconnected the wrong account due to non-payment,
• A request was made to disconnect an account, but we disconnected the wrong account.

If any of these situations occur, we’ll pay you a rebate of $100 per wrongful disconnection.

Responding to Customer Complaints

We must respond to any complaints in a timely manner. This means we must:

• Acknowledge your complaint immediately and,
• Respond to your complaint within 20 business days.

If we don’t do this, we’ll pay you a rebate of $20 per complaint.

More information on our complaints process is available here.

Notice for Planned Interruptions

If we need to change or update your meter or install solar panels, we may need to disconnect your power to do the job safely. This is separate to any planned or unplanned interruptions organised by your distributor (the company that looks after electricity poles and wires or gas pipes). When this happens, we need to give you notice.

Unless you agree to a shorter time frame, we need to give you four (4) business days’ notice for a planned interruption of your electricity and gas supply.

If this doesn’t happen, we’ll pay you a rebate of $50 per interruption.

How would I know if you haven’t met the Guaranteed Service Levels?

We continuously check our processes to make sure we meet these service level standards. When identified, we will provide relevant rebates to impacted customer accounts as soon as practicable.

If you think we haven’t met any of these guaranteed service levels, please contact us on 1300 609 387 or hello@seene.com.au  

How are the rebates applied?

A rebate will be applied to your energy account once the service level issue has been identified and checked. You’ll see a description of the type of rebate applied on the next bill after the credit has been applied.

Can I ask for a refund if a rebate takes my account to a credit balance?

Yes, you can ask for a refund if your account balance is in credit. Otherwise, the rebate amount will come off any balance that is owing.

If you feel that your complaint has not been handled to your satisfaction, you are able to contact the Australian Capital Territory Civil and Administrative Tribunal (Energy and Water).

GPO Box 578 Civic Square, ACT 2608

Call: +612 6207 7740

Email: acatenergycomplaints@act.gov.au

Translating and Interpreting Service: 131 450

TTY hearings impaired service: 133 677