Price

Customers rated Country Energy pricing the best, followed by Integral Energy, then Energy Australia, AGL and Origin Energy.

Customers surveyed said price was a major factor in shaping their opinions of providers. Higher electricity costs and recent price rises were bug-bears for dissatisfied customers.

Canstar Blue Manager, Rebecca Logan, said pricing was a critical indicator of customer satisfaction.

“In all states surveyed by Canstar Blue (Queensland, NSW, Victoria and SA), the electricity provider who achieved the top ranking for price also scored five stars for overall customer satisfaction,” she said.

Service

When it came to service, only Integral could hold a candle to Country Energy, where customers awarded a second position ranking, followed by Energy Australia, AGL and Origin Energy.

New South Wales customers were fans of organisations that provided friendly, helpful service; efficient complaints management; and prompt service calls.

They disliked slow phone call responses, and door-to-door salespeople who visited after hours or who asked to see copies of previous electricity bills.

Billing

Energy Australia and Integral were equally placed for billing behind Country Energy. They were followed by AGL and Origin Energy in this category.

Customers disliked billing mistakes, inaccurate electricity meter readings, and bills that were hard to understand.

Others suggested that better information in their bills would help them identify peak usage times, days and weeks so they could adjust their usage and reduce their bills.

Related Links

Most satisfied customers: New South Wales natural gas suppliers

31 Aug 2010.