Electricity Providers – NSW – 2013 Ratings

Posted by Canstar Blue January 16th 2014

You are viewing the archived 2013 ratings for New South Wales electricity providers. Go to the current NSW electricity providers.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.
^ EnergyAustralia includes TRUenergy.

See Our Ratings Methodology.

Solar power savings on the minds of one in two from New South Wales

Most Satisfied Customers 2013: NSW Electricity ProvidersAustralian electricity usage continues to slowly decline, and homeowners in New South Wales are going to great lengths to cut costs wherever possible.

Nearly half the respondents to our recent survey of New South Wales electricity bill payers are considering installing solar panels onto their homes in the next five years. This is primarily to reduce the cost of their electricity bills.

According to our results, more than a third of respondents pay $301 – $500 a quarter on their electricity bill – up to $2,000 annually.

A report by the Grattan Institute states that while household power usage has dropped in the last eight years by seven percent, the average household power bill has increased by more than 85%. The report also notes that more than a million households have installed solar PV panels onto their roofs, and that this technology is becoming cheaper.

Four in five of our survey respondents changed their behaviour at home to keep electricity costs under control. Price seemed to be a major motivating factor in conserving energy, as a vast majority of respondents (77%) were either ‘unlikely’ or ‘not very likely’ to pay extra for green power.

AGL achieve NSW electricity provider award hat trick

Competition in the utilities market means consumers have the luxury of shopping around for a better value supplier. If it’s time you made the switch, we’ve compared New South Wales electricity providers for 2013.

Congratulations to AGL for achieving our Most Satisfied Customers Award for the third year running in this category. AGL secured many five star ratings, in areas such as overall satisfaction, customer service, and billing.

Origin and EnergyAustralia* were also rated in this survey.

* Includes recently acquired utilities provider TRUenergy

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have an electricity account and pay the bills – in this case, 671 people from New South Wales.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

In a comparison of three well known utility brands, AGL has come out on top with a five star rating for overall customer satisfaction. EnergyAustralia followed with four stars, and Origin finished with three.

Value for money

Are you getting the best possible value for what you pay each quarter on your electricity bills? AGL customers were most satisfied with the value for money of their provider, with the brand achieving four stars in this area. Both EnergyAustralia and Origin achieved two star ratings for electricity supplier value for money.

Uninterrupted supply

Power outages can be an inconvenience, but are a reality for anyone who’s had to sit through Australian summer storms or natural disasters. But which utilities company scores points for having an uninterrupted supply of electricity? Both AGL and EnergyAustralia achieved five stars in this area. They were followed by our four star recipient Origin.

Availability of payment plan options

Payment plan options can mean the difference between serious financial hardship and scraping by. AGL and EnergyAustralia customers were most satisfied with the availability of payment plans from their electricity suppliers, which saw each brand receive a five star rating. Origin achieved four stars in this area.

Service (e.g. over email, telephone)

Having a quick, and helpful, response to a customer enquiry can be a great sign that your utilities provider takes care of its customers. AGL received five stars for customer service, EnergyAustralia followed with four, and Origin secured three.

Billing (i.e. clarity, accuracy)

If your electricity bill represents a significant quarterly expense for your household, make sure you’re getting the best billing experience possible. AGL achieved five stars for its billing services, and was followed by four star recipient EnergyAustralia. Origin finished with a three star rating for billing.

Information / advice about using electricity efficiently to save money

Do you have a question about how you can save money on your electricity bill? Who better to ask than a supplier who knows all the ins and outs of efficient energy usage? AGL and EnergyAustralia each received four stars in this regard, and were followed by two star recipient Origin.