Canstar Blue surveyed 1,284 Australian households for their feedback on their LPG supplier. Respondents had to live in a house that uses bottled gas and pay the bills for their response to be eligible.

• The outcomes reported in these ratings are measured via ISO 26362 accredited research panels managed by Qualtrics.

Respondents rate their satisfaction with their LPG supplier from zero to ten, where zero is extremely dissatisfied and ten is extremely satisfied. Provider satisfaction was rated by respondents on the following criteria:

• Overall satisfaction: measured consumer satisfaction with an LPG supplier as an individual score NOT a combined total of all criteria.
• Value for money: cost was low for the quality and effectiveness of the LPG supplier.
• Customer service: the LPG supplier had multiple service points for customers, e.g. telephone, email, online chat.
• Bill and cost clarity: the LPG supplier had an easy-to-understand bill.
• Delivery service: the LPG supplier had sufficient delivery times and options for customers.
• Ease of sign-up/purchase: the LPG supplier had a simple sign-up or purchase process.

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.

• Overall satisfaction is asked as a specific question and represents an individual measure, not a combined total of all criteria.
• When we cannot determine a clear winner from the criteria for the Overall satisfaction rating, we will then look at the other criteria measured in the rating.
  • The brand with the highest number of five-star ratings within the supporting criteria will become the five-star recipient in overall satisfaction, and thus win the award. If a clear leader still cannot be determined from the supporting criteria, joint winners will be declared.

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 LPG Suppliers:

1. Supagas
2. Elgas
3. Kleenheat
4. Origin Energy

Supagas proved a clear winner for a third year straight – not just for overall satisfaction, but also when it comes to value for money. It was four stars overall for Elgas, while Kleenheat and Origin Energy settled for three stars.

LPG is available in most areas across Australia. While many LPG suppliers will only operate locally, a couple of the larger companies – namely Origin and Elgas – deliver LPG to most parts of the country. But keep in mind that the further your supplier needs to travel, the more you will pay for LPG delivery.

LPG and natural gas are used for similar purposes, but there are some key differences. LPG is delivered in canisters or tanks and customers must order a refill or replacement tank every now and again. Natural gas or ‘mains gas’ however, is delivered straight to homes or businesses via a large distribution network of pipelines.

Natural gas services are similar to electricity, whereby customers have on-demand access to the gas they need and simply pay for whatever is used at the end of the billing period. Not all Aussie households have a mains gas connection, however. If you’re one of these people, then you may be able to organise a mains gas connection, though keep in mind that this can be quite expensive, so it could be more affordable just to use LPG instead.

Another point is that natural gas is comprised mostly of methane, while LPG is predominantly butane and propane, which burns hotter and cleaner than natural gas. This means LPG is the gas of choice for lots of restaurants, cafes and other businesses.

Natural gas is generally cheaper per megajoule (MJ) than LPG, but natural gas customers must pay an additional ‘supply charge’ – a fee of about 60 to 90 cents for each day you’re connected to the mains gas network. This charge applies regardless of whether you actually use any gas or not.

LPG customers may also have to pay a ‘Gas Service Charge’, which is practically a rental charge for the gas cylinders, of about $35 to $45 a year, however this works out much less than you would pay in natural gas supply charges over 12 months.

For this reason, natural gas is recommended for customers with high gas usage, such that their usage rate savings negate the additional supply charges. Households with moderate or low gas usage would possibly be better off with LPG, even if a mains gas connection is available. This all, of course, depends on a variety of variables, including the price of LPG at the time and what natural gas deals are available in your area.

Elgas says that, as a general rule, a small household will break even if it uses LPG for hot water and cooking. Any more, and natural gas is likely to be cheapest. Any less, and LPG will probably be the cheapest option.

You’re free to switch to LPG from natural gas (or vice versa) at any time, provided that you have access to the mains gas network. With that said, it’s important to be mindful of a few things:

• Firstly, make sure that you’re not bound to a contract with your current gas supplier, otherwise you might be required to pay an exit fee or ‘break fee’.
• Also, be aware that some appliances may only accept one type of gas and it can be dangerous to connect another type. If you’re switching gas types, you should always consult the manufacturer or another expert to have the appliance ‘converted’ so that it can accept the different gas type.

The price you pay for LPG will likely fluctuate from time to time, depending on the global market supply and exchange rates (just like with electricity and natural gas). The international gas price benchmarks often change each month, requiring LPG distributors to reevaluate their gas prices on a regular basis. The price you pay will also depend on your location and the distance the supplier must travel to deliver LPG to your home (if you have it delivered).

When it comes to LPG refills, most suppliers will send someone out to swap over your empty (or near empty) gas cylinder with a full one whenever you let them know you’re running low. However, some of the larger providers, such as Elgas, may send out an LPG truck to top up your gas supply periodically, thus eliminating the need for you to repeatedly contact your gas company.

LPG is safe, provided it’s used appropriately as per the instructions. You should not tamper with the safety valve or other cylinder fittings, and you should leave any modifications or maintenance work to qualified gasfitters. Also, check for a gas appliance certification label on any gas appliances to ensure it is approved for LPG use. If you attempt to use a gas appliance, and it fails to light, give it a few minutes to air out the gas before attempting it again. If you notice a gas leak, then turn off the cylinder at the valve and contact your supplier.

While Origin, Elgas and Supagas operate nationally, most LPG suppliers only service particular areas, so location is going to be a major factor in picking where you get your bottled gas from. That said, if you do have more than one or two options where you live, it makes sense to look for a supplier that makes the ordering and delivery process as convenient as possible. As mentioned in this report, some suppliers have helpful and easy-to-use websites, while others are rather lacking in this space. But ultimately, your satisfaction will likely be determined by the price you pay and the customer service you receive – not just online, but on the phone and from the fella who drives to your home and replaces your empty cylinders!

Our survey found that just 38% of customers believe they get a good deal on LPG, while only a little over one in ten (13%) have switched suppliers in the last two years. This number may be so low because many households won’t have options to switch, but for those who do, it’s time to shop around.

Here are the previous winners of Canstar Blue’s LPG Suppliers – National Customer Satisfaction Award:

• 2022: Supagas
• 2021: Supagas
• 2020: Kleenheat
• 2019: Agas National