If you did not receive a credit automatically, and you consider you meet the eligibility criteria as set out in the Government Electricity Credits Scheme , you may complain to your supplier. Your supplier must review this and either provide the credit to you or explain why you are not eligible. You must contact your supplier regarding any credit(s) you did not receive before 31 May 2025 for the Commission of Regulation of Utilities (CRU) to be able to investigate your complaint.

If you do not agree with your supplier’s assessment, you may submit a complaint to the CRU. In this submission, please explain the eligibility criteria(s) you consider relevant and why. Please note, the CRU will assess whether your electricity supplier operated in accordance with the legislative framework for the scheme. If you were not eligible for the credit(s) under the legislation, the CRU will not be able to direct your supplier to provide the credit(s) to you.

The process for submitting a complaint to the CRU is set out on their website. You can also contact the Customer Care Team in the CRU by email or phone, and they will send you a complaint form.