Closed account rebate program
We know some customers were affected by delayed billing or a cancelled direct debit and haven't received the credits they're entitled to. We want to fix this.
This program is for previous customers who were affected by:
- delayed billing, or
- a direct debit arrangement that was cancelled, switched off or otherwise impacted
and who may not have received the credits or waivers they were entitled to before they closed their account.
How to apply
Applying takes about 15 minutes.
You can apply online using the form below. If you'd prefer, you can also apply over the phone, or get help through webchat or text message.
Applications are open until 18 December 2027.
You don't need to reopen your account to apply.
Information you need to apply:
- The name and address the account was held under
- Your old account number (if you have it)
- The approximate dates your account was open
Have your information ready when you apply – you need to complete the application form in one session. You won’t be able to save and come back to the form later.
Am I eligible?
You may be eligible if, before your account closed:
- You experienced a bill delay of more than 7 months
- You had a direct debit arrangement set up to take the full amount of your bill and it was cancelled, switched off or otherwise impacted
You only need to meet one of these to be eligible.
You're not eligible under this program if:
- your account is still open
- you already received the waiver or credit you were owed before your account closed
- you're a large business customer (this program covers residential and small business customers only)
We're here to help
If you're experiencing financial hardship or need extra support, get in touch and we'll connect you with help.
A solicitor, financial counsellor or family member can apply on your behalf.
If you are applying on behalf of someone else, please provide documents to support your application.
Examples of documents we accept include:
- Probate Executor of estate documents
- Power of attorney
- or a Managing Agent Authority form for real estate agents
FAQs
Expand all
We're working to fix our billing issues and improve your experience. As part of this, we've entered into an Enforceable Undertaking with our regulator, the Essential Services Commission (ESC).
The Enforceable Undertaking sets out which billing issues are covered and what we need to do about them.
Not every billing issue is covered under this program. We check every application against the rules before confirming a credit.
Read more about the Enforceable Undertaking related to billing.
If you've moved and now have a new, active account with us, this program still applies to your previous, closed account. If you're eligible, you can choose to receive your payment as a bank transfer or have it credited to your current account.
We'll check your eligibility and let you know the outcome. In most cases, we'll let you know within 10 business days. If we need to do more investigating, it could take up to 28 business days.
If you're eligible, we'll either:
- pay you directly into the bank account you provided (within 15 business days), or
- add a credit to your current GWW account, if you have one.
