Towards the end of last month, I was approached by an old-age pensioner, entitled to a reduction on his energy bills, through the ‘Energy-Benefit Scheme’ applicable to low-income earners.

He wondered what arithmetical formula was used by the Department of Social Services that enabled them to arrive at the discount figure on the energy bills.

Saying that I'd help, I sent an email to the department asking how this energy discount was calculated, and was given the run-around.

After an exchange of several emails, the last reply I got from Customer Care was: “I am unable to send you the formula as it is computerized.”

At times I am not so sure whether this reply came out of the blue or from ‘Deep Blue’ himself.

I sent Customer Care another email asking her to explain why a computerized arithmetical formula was inaccessible to the department’s staff.

Almost a week later, I sent another email, this time bypassing Customer Care (from whom no reply was forthcoming to my previous inquiry), and went directly to the source, the department’s section responsible for working out the discount.

And to this day, three weeks later, no reply again.

The voucher system has now become redundant, whereby the discount is given physically on the energy bill.

But what about the formula that will be used to arrive at that discount figure on the bill? Has that too become redundant to be replaced by a new one?

If so, then this OAP still has the right to, yes, figure out how the old discounts were arrived at.

If the formula applicable to the voucher system is still in force, then even more so has this OAP the right to have it disclosed to him.

I thus lodged a complaint with the Ombudsman, asking that either the formula be given on the energy bill or a ‘Customer-friendly’ indication is given that such a formula is obtainable on request.

Let’s hope the Department of Social Services manages to unlock the secrets of ‘Deep Blue’.

Or is it ‘Deep Throat’?

Joe Genovese

Birkirkara