Understanding Concession Handling for Off-Market Retailers in Australia
Customers in Australia that hold a concession card (typically pensioners and Health related) are entitled to receive a concession (discount to the electricity bill) from the Government. Its historically been quite muddy for off-market retailers, and different retailers have used different models for dealing with Concessions. These are:
1. Not Applying Concessions
Exempt retailers are not required to apply concessions to their invoices—though they may choose to do so voluntarily. Instead, they can advise customers to visit Centrelink (in QLD and NSW) or DHS (in VIC) with their invoice to claim the concession in cash over the counter.
While this method is legally acceptable, it is generally considered the least customer-friendly option due to the extra steps required by the customer.
In contrast, authorised retailers are legally required to apply concessions directly to customer invoices.
2. Concessions Applied & Claimed via Gate Meter Energy Retailer
Some off-market retailers choose to apply concessions to their invoices and recover the cost through the gate meter supplier.
This can be done in one of two ways:
- The customer completes an application form directly with the gate meter supplier, or
- The retailer submits the application on the customer’s behalf, with the customer’s explicit, informed consent.
Once approved, the gate meter supplier applies the concession to their invoice issued to the off-market retailer, who then passes the discount on to the customer.
Under this model, the gate meter supplier, not the off-market retailer, is responsible for claiming the concession reimbursement from Centrelink/DHS.
While this model is compliant, it can be confusing for customers and involves a significant amount of manual setup and coordination between parties.
3. Concessions Applied & Claimed Directly via CCeS/DHS
Some off-market retailers collect concession card details directly from customers, validate them, and apply the applicable concessions directly to customer invoices.
Under this model:
The gate meter supplier does not apply any concessions to their invoice to the off-market retailer.
Instead, the off-market retailer submits a direct concession claim to Centrelink/DHS.
This is the simplest and most efficient option—it reduces confusion for customers and requires the least manual overhead.
How Utilmate Supports This Process
Utilmate makes this process easy and streamlined:
- Customers can submit concession card details via the MyAccount portal.
- Card validation is handled via CCeS eServices.
- Claims are submitted through CCeS eServices using the Utilmate Concessions Report.
A valid CCeS account is required for this process. You can apply here:
How to apply to use Centrelink Confirmation eServices for businesses – Services Australia.