With her car registration due for renewal in June, Gwen paid it in full and on time.

In July, Gwen’s healthcare card was approved allowing her access to concession rates.This included a concession on her registration fees.

Gwen asked VicRoads for a reimbursement on her registration fees on a pro-rata basis.

VicRoads declined and said only a concession card provided at the time of the payment would guarantee a reduced registration fee. Gwen thought this was unfair and complained to the Ombudsman.

We made enquiries with VicRoads and after discussions, VicRoads offered an extension to Gwen’s registration and a refund of about $200 to account for the period from when she was eligible for concession.