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 to arrive at the discount figure.

Saying that I’d help, I sent an e-mail to the department asking how this energy discount was calculated and was given the runaround.

After an exchange of several e-mails, the last reply I got from customer care was: “I am unable to send you the formula as it is computerised.” 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 e-mail asking them to explain why a computerised arithmetical formula was inaccessible to the department’s staff. No reply.

Almost a week later, I sent another e-mail directly to the source, the department’s section responsible for working out the discount. And to this day, three weeks later, still no reply.

The voucher system has now become redundant because the discount is given directly 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 and will be replaced by a new one?

If so, a pensioner still has the right to figure out how the old discounts were arrived at. If the formula applicable to the voucher system is still in force, then the pensioner has even more right to know it.

I thus lodged a complaint with the Ombudsman, asking that either the formula be given on the energy bill or a customer-friendly indication be given that such a formula is obtainable on request. Let’s hope the secrets of Deep Blue are unlocked.