A customer may make a request in writing to the Commission for a refund only in the circumstances below. Written requests can be sent through Contact Us or dropped off at any Customer Service office.
Eligibility
When You Can Request a Refund
A refund applies in exactly these four situations:
Duplicate or overpayment you paid the same bill twice, or paid more than what was owed.
Commission or Agent Error the payment resulted from an error made by the Commission or its agent.
Service Not Delivered you paid for a service that was never actually delivered to you.
Over-billing left a large credit after adjustment, the credit on your account exceeds an average of two (2) months' billing.
How It's Paid Back
Getting Your Money Back
How your refund is issued depends on how you originally paid.
Paid via iPay Portal
Online Credit Card Payments
Paid via the Commission's Online Payment Portal and picked the wrong payee/utility, or entered the wrong amount?
- Write to the Commercial Operations Manager
- State the amount paid, the nature of the error, and the card details used
- Once investigated, the payment is reversed or charged back to that same card
- Your account is also adjusted on the Customer Information System
Other Payment Methods
Cash, Cheque & In-Office Payments
For refunds on payments made by any other method.
- Your request is prepared manually by NWC
- The refund is paid by Direct Debit
- Funds are sent straight to your local bank account
Good to Know
Do you have more than one account with NWC? ▾
The Commission reserves the right to consolidate accounts — transferring a debit or credit balance from one of your accounts to another, whether that account is active or inactive.
Want your credit moved to a different account? ▾
You can submit a written request to have a credit balance transferred to any other account — active or inactive.
Disclaimer: the refund timeframe depends entirely on how quickly you submit all required documents — the sooner NWC has everything, the sooner your refund can be processed.
Ready to request your refund?
Contact Us →