2013 – VIC – Natural Gas Suppliers Ratings

Posted by Canstar Blue October 10th 2013

You are viewing the archived 2013 ratings for Victorian natural gas suppliers. Go to the current ratings for this category.

See Our Ratings Methodology.

A bundle of joy: Two in three consolidate utilities services to save money

Most Satisfied Customers for Victorian Natural Gas Suppliers: 2013There are many ways to save money on your utilities bills, such as unplugging the TV from the outlet when not in use, or hanging up washing instead of using the clothes dryer. For two thirds of respondents to our recent survey, bundling gas and electricity services together with the same supplier has also offered savings.

Seventy percent of respondents have become more mindful of their gas bill because of the carbon tax, feeling it has become more expensive since its introduction. However, this may be a short-term reality, as ABC News reported in October the carbon tax could be repealed as early as July 2014.

One in two respondents realised they could be saving money on their quarterly bill, and took it upon themselves to compare the prices of various natural gas suppliers. However, choosing a provider isn’t just about price. If you’re looking to compare natural gas suppliers, we looked at customer satisfaction across a range of criteria to help you decide which supplier is best for you.

Congratulations to Red Energy for receiving this year’s Most Satisfied Customers Award – Natural Gas Suppliers, Victoria. Red Energy has a well established reputation for customer satisfaction in Victoria, having won our electricity providers award for the past three years.

Also rated in our natural gas supplier category for Victoria were:

  • Australian Power & Gas, who received five stars for uninterrupted supply and availability of payment plans,
  • Lumo Energy, who achieved five stars for availability of payment plans,
  • AGL, Origin, Energy Australia and Simply Energy.

We also compared natural gas suppliers in New South Wales and South Australia.

Canstar Blue commissions Colmar Brunton to regularly survey 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 (5,000 consumers) who have an active gas account in Victoria and regularly pay the bills – in this case, 920 people.

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

There are many gas suppliers on the market, so make sure you choose one well-suited for your household. Red Energy achieved five stars for overall customer satisfaction in this category. Next were four star recipients Australian Power & Gas, Lumo Energy, AGL and Origin, then three star recipients Energy Australia and Simply Australia.

Value for money

Red Energy secured a five star rating for value for money, edging out four star recipients Australian Power & Gas and Lumo Energy. All other suppliers – AGL, Origin, Energy Australia and Simply Energy – received two star ratings.

Uninterrupted supply

Can your natural gas supplier be relied on to deliver a steady, uninterrupted flow to your home? Australian Power & Gas took the five star spot in this area, ahead of four star recipients Red Energy, Lumo Energy, AGL, Origin and Energy Australia. Simply Energy was next with a three star rating.

Availability of payment plan options

Utilities providers can negotiate alternative billing arrangements when money is tight. Three brands – Red Energy, Australia Power & Gas and Lumo Energy – received five stars for customer satisfaction in this area. AGL and Origin followed with four stars for their availability of payment plan options, and Energy Australia and Simply Energy both secured three.

Focus on environmental sustainability

Customers of Red Energy were most satisfied with the ‘green credentials’ of their natural gas supplier. This brand received five stars for its focus on environmental sustainability, Australian Power & Gas and Origin received four, Lumo Energy and AGL received three, and Energy Australia and Simply Energy received two.


It’s reasonable to expect clarity and accuracy from your gas and electricity bills. Red Energy received five stars for its billing, and was followed by four star recipients Australian Power & Gas, Lumo Energy, AGL and Origin. Simply Energy achieved three stars for billing, and Energy Australia received two.

Service (e.g. email, telephone service)

Red Energy received five stars for customer service, and was followed by four star recipients Australian Power & Gas, Lumo Energy and AGL. Origin was next with three stars; Simply Energy and Energy Australia each received two stars.