Alinta Energy has made it six years at the top of our customer satisfaction ratings for electricity providers in south-east Queensland. It achieved five-star reviews for its value for money, customer service, bill and cost clarity and overall satisfaction.
We want to give you as much information as possible to help you make an informed decision about your next electricity provider. The improved competition in Queensland is certainly good news and seems to have put a downward pressure on electricity prices. But with the increased marketing and claims of big savings, finding the right power company for your needs has become a tougher challenge. That’s where our comparison can help as we have rated QLD electricity providers based on the real-world experiences of their customers. This year almost 1,500 households have given us their views. Keep in mind though that, while our ratings include six of the most prominent electricity retailers in Queensland, you may find others operating in your area.
Canstar Blue surveyed 1,581 Queensland households for their feedback on their energy retailer. Respondents had to live in Queensland, have an electricity account and pay the bills for their response to be eligible.
Respondents rate their satisfaction with their electricity provider from zero to ten, where zero is extremely dissatisfied and ten is extremely satisfied. Provider satisfaction was rated by respondents on the following criteria:
The winning brand is the one that receives the highest Overall satisfaction rating once all the scores from the Overall satisfaction criteria are combined and averaged.
Brands must have received at least 30 responses to be included, so not all brands available in the market have been compared in this survey. The brands rated in this survey are listed below in order of best overall satisfaction.
Best QLD Electricity Providers:
It’s a fantastic result for Alinta Energy to top the ratings for six years on the spin, having only launched in the Sunshine State back in 2017. It’s certainly made a big impact with one of the most competitive deals in the Brisbane area, while also ticking the right boxes in respect of customer service. Following with four stars for overall satisfaction was Red Energy, AGL, EnergyAustralia and Origin Energy. Ergon Energy sat on just three stars overall.
Find more detailed information on our ratings methodology.
Here are some sponsored deals from the retailers on our database that include a link to the retailer’s website for further details. These are products from our referral partners†. These costs are based on the Energex network in Brisbane but prices may vary depending on your circumstances. This comparison assumes general energy usage of 4613kWh/year for a residential customer on a single rate tariff. Please use our comparison tool for a specific comparison in your area and to see other products in our database that may be available. Our database may not cover all deals in your area. As always, check all details of any plan directly with the retailer before making a purchase decision.
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18% Less than reference price |
$1,625 Price/year (estimated) |
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10% Less than reference price |
$1,772 Price/year (estimated) |
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11% Less than reference price |
$1,743 Price/year (estimated) |
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Here are some of the cheapest published deals from the retailers on our database that include a link to the retailer’s website for further details. These are products from referral partners†. These costs are based on the Energex network in Brisbane but prices may vary depending on your circumstances. This comparison assumes general energy usage of 4613kWh/year for a residential customer on a single rate tariff. Please use our comparison tool for a specific comparison in your area and to see other products in our database that may be available. Our database may not cover all deals in your area. As always, check all details of any plan directly with the retailer before making a purchase decision.
Here are some of the cheapest published deals from the retailers on our database that include a link to the retailer’s website for further details. These are products from referral partners†. These costs are based on the Energex network in Brisbane but prices may vary depending on your circumstances. This comparison assumes general energy usage of 4613kWh/year for a residential customer on a single rate tariff. Please use our comparison tool for a specific comparison in your area and to see other products in our database that may be available. Our database may not cover all deals in your area. As always, check all details of any plan directly with the retailer before making a purchase decision. The next three tabs feature products exclusively from AGL, EnergyAustralia and Origin.
Here are the AGL Energy plans on our database for SEQ. These are products from a referral partner†. These costs are based on the Energex energy network in Brisbane but prices may vary depending on your circumstances. This comparison assumes general energy usage of 4613kWh/year for a residential customer on a single rate tariff. Please use our comparison tool for a specific comparison in your area and to see other products in our database that may be available. Our database may not cover all deals in your area. As always, check all details of any plan directly with the retailer before making a purchase decision.
Here are the EnergyAustralia plans on our database for SEQ. These are products from a referral partner†. These costs are based on the Energex network in Brisbane but prices may vary depending on your circumstances. This comparison assumes general energy usage of 4613kWh/year for a residential customer on a single rate tariff. Please use our comparison tool for a specific comparison in your area and to see other products in our database that may be available. Our database may not cover all deals in your area. As always, check all details of any plan directly with the retailer before making a purchase decision.
Here are the Origin Energy plans on our database for SEQ. These are products from a referral partner†. These costs are based on the Energex network in Brisbane but prices may vary depending on your circumstances. This comparison assumes general energy usage of 4613kWh/year for a residential customer on a single rate tariff. Please use our comparison tool for a specific comparison in your area and to see other products in our database that may be available. Our database may not cover all deals in your area. As always, check all details of any plan directly with the retailer before making a purchase decision.
The best-rated provider in our QLD electricity ratings for the sixth year in a row, Alinta Energy got five stars across most research categories, including value for money, customer service, bill and cost clarity and overall satisfaction. It earned a modest four stars for its ease of sign-up and online tools and advice.
Alinta Energy is one of the biggest electricity and gas suppliers in the southern states of Australia, and gas retailers in Western Australia, but is still a relatively new addition to south-east Queensland. Alinta is now owned by Hong Kong-based conglomerate Chow Tai Fook Enterprises but remains headquartered in Sydney, with another large office in Perth. Alinta keeps things relatively simple with just one or two market offers in each state that it serves. Alinta’s electricity plans previously came with significant discounts off usage charges but now focuses instead on lower rates and no discounts. There are no lock-in contracts or exit fees on Alinta’s deals and all rates are variable. Alinta also offers a competitive gas plan in the state for those who need dual fuel supply.
Red Energy managed to take out five stars for its customer service this year, while earning four stars for overall satisfaction, value for money, bill and cost clarity and ease of sign-up. It only received three stars in one category, which was online tools and advice.
Red Energy is another retailer making a very good impression in Queensland. Having dominated our NSW electricity ratings for several years now, Red Energy also arrived in south-east Queensland in 2017 and has more recently become one of the few providers to also supply gas in the state, alongside Alinta Energy, AGL and Origin. Red Energy’s big selling point is its partnership with Qantas which sees customers collect Frequent Flyer points for money spent on energy. Owned by the renewable generation company Snowy Hydro, Red Energy has earned a solid reputation for good customer service, reflected by its continued success in NSW, as well as its consistently positive performance in SEQ.
AGL received four stars for overall satisfaction, value for money, customer service and ease of sign-up. It did, however, earn a notable five stars for its bill and cost clarity and was the only provider to earn five stars for its online tools and advice.
Powerhouse retailer AGL typically brings one or two market offers to the table in south-east Queensland, with varying benefits and conditions based on personal preferences. The plans come with variable rates, with one of these deals lowering rates for those who sign up to e-billing. There are no exit fees on any of AGL’s plans in QLD. AGL also has a solar deal for customers with a rooftop PV system, delivering one of the biggest feed-in tariffs in the market, as well as a discounted plan for customers who hold a Seniors Card.
EnergyAustralia scored four stars for overall satisfaction this year, as well as for value for money, customer service and bill and cost clarity. When it came to ease of sign-up and online tools and advice, this retailer received just three stars.
EnergyAustralia has drastically changed its product offers in south-east Queensland in recent times, removing several deals promoting conditional discounts and instead now focusing on plans that are competitively priced without the need for customers to meet conditions like paying on time. The retailer has a few offers for Queenslanders to choose from with varying contract terms. The company also helpfully publishes estimated monthly costs for all its plans online, so you’ll have an idea of what you’ll pay before signing up. Additionally, EnergyAustralia lets its customers opt into its ‘Go Neutral’ product and have their carbon emissions fully offset through the purchase of carbon-offset units. These units meet the eligibility requirements of the government’s Climate Active Carbon Neutral Standard.
Origin scored four stars across the majority of research categories this year, aside from customer service, where it earned a notable five stars.
Despite previously offering several products with large conditional discounts which only lasted for a year or two, Origin Energy now promotes a few main market offers, all free of conditional discounts and instead just promising competitive rates. Its variable rate offers hold a modest amount off the Reference Price and come with a 12-month benefit period. One plan even allows customers to earn Everyday Rewards points. For those who wish to set and forget, Origin Basic is the retailer’s most ‘basic’ plan, which has the same rates as the Reference Price. As one of Australia’s leading solar retailers, Origin also has specific plans for customers who own solar panels.
Ergon Energy scored a clean sweep of three stars across all research categories this year.
Servicing regional Queensland, Ergon Energy is a government-owned and operated electricity distributor and retailer. The Ergon network runs from the Toowoomba and Gympie region, to south of the border with New South Wales. It also reaches out west to Mount Isa and Burketown. Ergon Energy is one of very few retailers in this region, meaning customers are limited for choice when it comes to costs. But Ergon’s electricity prices appear to be comparable with those seen from retailers in south-east Queensland. Unlike these retailers, however, Ergon does not offer market offers, but rather a selection of tariffs for customers to choose from, each suited to different energy needs within a property. To see what Ergon Energy has to offer you in terms of pricing it is best to head to its website.
Picking a new electricity provider is not a simple decision, but the good news is that most companies offer plans with no contract agreements – or at least no exit fees – meaning you can easily switch if things don’t work out as you had hoped (i.e. they prove too expensive or their service isn’t up to scratch). Our customer reviews offer a helpful insight into how existing customers rate the biggest operators in south-east Queensland – and our database shows where you can find the cheapest rates in the Brisbane area – but you will only really know an energy company once you have signed up to it. However, here are some things to consider before doing so, and some questions you may want to think about:
All power companies are required by law to publish energy price fact sheets for each of their products, where you will be able to find the answers to these questions, and also check the usage and supply rates you will pay. However, these documents are not always the easiest to interpret, so don’t be afraid to pick up the phone and ask for some straight answers to straight questions.
As an energy customer, you have consumer rights, so if you’re not happy with your existing agreement, make sure you contact your retailer and seek a resolution. If you decide to switch providers, you have a 10-day cooling off period to change your mind without incurring any fees. When comparing offers, be sure to check the costs you’ll be charged, and keep our customer ratings in mind. ‘Cheapest’ doesn’t automatically mean the ‘best’, but for a helpful guide on power prices in Brisbane and the surrounding areas, consult our dedicated QLD electricity cost comparison report.
Finding the cheapest electricity provider is a bit of a moving target in QLD, especially as competition is so fierce now with multiple companies constantly updating prices. While it’s hard to pinpoint the cheapest retailer at any one time, it’s fair to say that the likes of GloBird Energy and Sumo are consistently at the top of the tables for cheap prices.
Although price is arguably the biggest influence on choosing your next provider, it’s important not to overlook other features of a power retailer. This includes customer service, value-add incentives, rewards programs, green energy options and discounts to help you find the best value plan. Keep price in mind, but always review brands on other factors that offer value elsewhere, as this will help separate the average deals from the great.
It shouldn’t take any longer than two business days for your electricity account to be switched over to your new provider. Under new rules, your old electricity provider will have around 48 hours to finalise your account using an estimated bill, before sending your details to your new provider.
Once your account has been successfully transferred into your new company’s hands, you’ll usually receive a confirmation email or letter. But, don’t forget you’ll need to settle any outstanding bills from your previous provider.
Kelseigh Wrigley covers Australia’s retail energy market, growing her industry specific expertise over the last two years. She holds a Bachelor of Journalism at the Queensland University of Technology and has contributed her skills to online publications Hunter & Bligh and local radio station 4ZZZ.
Meet the Editorial Team
Samantha Howse is Canstar Blue’s Consumer Research Specialist, coordinating the consumer research program behind our customer satisfaction awards across Canstar and Canstar Blue in Australia and New Zealand. Sam has earned a Bachelor of Business (Marketing) from Griffith University and, with seven years in market research and two years in marketing, she is experienced in survey design, implementation and analysis, coupled with an understanding of marketing principles and best practice.
Meet the Research TeamThe list below features all the electricity providers that currently list plans in south-east Queensland.
Canstar Blue’s electricity comparison service includes pricing from all these providers. These companies only operate in south-east Queensland. Ergon Energy is the main electricity retailer in regional Queensland. Please note, there may be other providers operating in your area.
In addition to a growing number of products, households in SEQ can also consider several tariff options that may better-suit their usage habits. An electricity tariff relates to the pricing structure of an energy plan. All power plans have a fixed daily charge for the supply of power to the premises, but the rates that you pay for usage can vary significantly depending on when you use power. The two primary tariffs in Queensland are known as single rate and time of use.
A single rate tariff means households are charged the same amount for electricity whatever time of day they happen to use it, while time of use tariffs can have multiple prices depending on when you use power. Time of use tariffs come with ‘peak’ and ‘off-peak’ rates – with electricity more expensive during periods of high demand – as well as ‘shoulder’ rates for times in between. While single rate tariffs can be used with any type of energy meter, households will need a smart meter or interval meter to access a time of use tariff.
In Queensland, the following electricity tariffs are available. Remember that prices in SEQ are set by the retailers, with those in regional areas set by the Queensland Competition Authority.
Other, less common QLD electricity tariffs include Tariff 14 (Demand) and Tariff 35 (Smart Control).
If you have a smart meter, there could be savings to be had on a time of use tariff. However, `you first need to understand different pricing structures to find a deal that works for you. Switching to a time of use tariff and still using lots of power when prices are highest in the early evening could prove a financially costly mistake.
It’s important to understand that, when it comes to electricity, Queensland is split into two very different geographical areas. In 2016, the Queensland Government deregulated the market in the south east of the state, meaning that retailers are now free to set their own products, prices and conditions – a move designed to increase competition and put downward pressure on prices. Households in Brisbane and the surrounding areas have been able to switch providers since 2007 when ‘Full Retail Competition’ was introduced, but price regulations meant there was little or no cost benefit in doing so. Now the level of competition between providers has increased dramatically and consumers are being presented with all manner of sign-up and ongoing incentives to switch.
Meanwhile, it’s a case of ‘as you were’ for the rest of Queensland, as the state Government continues to control electricity pricing, with Ergon Energy the only provider for regional areas. To summarise:
SEQ is covered by the Energex electricity network, while most of regional QLD is on the Ergon network. A small area around Goondiwindi on the NSW border in southern QLD falls onto the Essential Energy network, which covers huge parts of rural NSW.
This report talks about the Reference Price for energy, but what exactly is it? Well, in July 2019, tough new industry regulations took effect designed to simplify power plans and the way consumers compare. Part of the change was that a new, cheaper Default Market Offer (DMO) was introduced that meant customers on expensive standing offers automatically switched onto the cheaper tariff. This resulted in notable savings for these customers, but the DMO also now acts as a reference point from which all products must now be compared. The Reference Price is consistent across all retailers, so you can be sure that the percentage savings referenced (either more than, equal to or less than the Reference Price) genuinely indicate the true value of a plan, as opposed to the previous way of doing things whereby discounts were applied to different base rates.
2016 was also a significant year for the Queensland market as the state government decided to merge its two electricity distributors – Ergon Energy and Energex. In addition to providing retail services throughout regional Queensland, Ergon Energy is also the energy distributor, meaning it is responsible for managing and improving the vast network infrastructure which delivers power to homes and businesses. Energex is the electricity distributor for SEQ. The state-owned companies have been brought together under parent company Energy Queensland, based in Townsville.
The Queensland Government continues to play an integral role in the generation of electricity in the state. It owns a wealth of coal-fired and gas turbine power stations scattered across Queensland, plus hydroelectric stations and solar and wind farms.
Here are the previous winners of Canstar Blue’s Electricity Providers – QLD Customer Satisfaction Award:
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