2013 – VIC – Electricity Providers Ratings

Posted by Canstar Blue January 16th 2014

You are viewing the archived 2013 ratings for Victorian electricity providers. Go to the current VIC electricity providers.

Go to the current VIC electricity providers.

See Our Ratings Methodology.

Hollow Star Rating Hollow star ratings are awarded where brands do not receive the minimum number of responses for that criteria, however achieve at least the minimum sample required for all other criteria.

Victorians keep an eye out for carbon tax price hikes to power bills

Australian customers rate their electricity providersOne in three Victorian bill payers who responded to our recent survey think their electricity bill has increased in cost by $101 – $300 (annually) because of the carbon tax. A less significant 22% feel their bill is only increasing by $51 – $100, and 11% believe it hasn’t increased their bill at all.

According to our results, a majority of Victorians (two thirds) already spend between $151 and $500 a quarter on these bills.

In a separate study conducted by the Australian Energy Regulator, it was found the carbon tax adds 8% to the power bills of Victorians. The percentage increases to 12% in the ACT, and goes as low as 3% in Tasmania. The Federal Government plans to repeal the carbon tax sometime in 2014.

Perhaps in response to mounting costs, three in four respondents to our survey changed their behaviour to reduce their electricity bills; half are even considering installing solar panels in the next five years.

We also found that two in three Victorians have considered switching electricity retailers to find themselves a better deal. This was echoed by the AER report, which noted the rate in which Victorians switched electricity / gas providers increased from a little more than 25% in 2011 – 2012 to close to 30% in 2012 – 2013.

Lumo Energy strike the right chord with Victorian homeowners

It’s a smart idea to regularly review your utilities providers to ensure you’re getting the best deal possible. We can help you make this comparison with our electricity provider ratings, which showcase several prominent brands to help you reach a decision.

Lumo Energy achieved our award for Most Satisfied Customers – Electricity Providers, Victoria – 2013, in a comparison of six notable suppliers. This brand achieved five stars in the important areas of overall satisfaction, uninterrupted supply, and availability of payment plan options.

Australian Power & Gas1, Red Energy, AGL, Origin and EnergyAustralia2 were also rated.

1 Australian Power & Gas became part of AGL in October 2013.
2 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, 486 people from Victoria.

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

Lighting the path to a five star rating was Lumo Energy, who achieved top marks for overall satisfaction in this category. Australian Power & Gas and Red Energy both followed with four stars apiece, AGL and Origin received three, and EnergyAustralia achieved two.

Value for money

Perhaps it’s time to find a provider that offers more value for what you pay? Lumo Energy received four stars in this area, and was followed by Australian Power & Gas with three. Red Energy, Origin, AGL and EnergyAustralia each achieved two stars for value for money.

Uninterrupted supply

Through stormy summers and chilly winters, a strong flow of electricity can ensure your home is always comfortable enough. Lumo Energy customers were most satisfied with their supplier’s uninterrupted supply of electricity to their homes, which earned the brand five stars. Australian Power & Gas, Red Energy, Origin and EnergyAustralia each received four stars for their energy supply, and AGL followed with three.

Availability of payment plan options

If the bills are piling up, it may be time to put your hand up and negotiate a payment plan with your electricity provider. Lumo Energy received five stars for the availability of these plans to its customers, and was followed by four star achievers AGL and Australian Power & Gas. Red Energy, Origin and EnergyAustralia all received three stars in this area.

Service (e.g. over email, telephone)

Do you have a billing enquiry, or a question regarding the often confusing tariffs? Great customer service means a better resolution to your enquiry. Red Energy, Australian Power & Gas, Lumo Energy and AGL all received four stars for customer service; Origin and EnergyAustralia both finished with three.

Billing (i.e. clarity, accuracy)

Customers of Australian Power & Gas were most satisfied with the billing practises of their utilities provider, which earned the brand five stars. Red Energy and Lumo Energy each received four stars for billing; AGL, Origin and EnergyAustralia each received three, and EnergyAustralia received two.

Information / advice about using electricity efficiently to save money

You can save hundreds of dollars each year by making some simple changes to how you use electricity in your home, and many suppliers can explain how to achieve this. AGL received four stars for the information they offer regarding how to conserve energy. Australian Power & Gas and EnergyAustralia each received three stars in this area; Red Energy, Origin and Lumo Energy followed with two.