Dodo has taken out our NSW gas supplier ratings for the first time ever this year, leading the way from the competition. Dodo scored five stars for overall satisfaction, as well as value for money, customer service, ease of sign-up and online tools and advice. It scored four stars for its bill and cost clarity.
We’ve surveyed more than 1,000 bill-paying customers across New South Wales to find out what they think about their gas suppliers. Price is hugely important, but the best deal for you could also mean great customer service, helpful tools and advice, or having a retailer with a strong focus on environmental sustainability. So, which supplier is really cooking with gas in NSW? Please keep in mind, while this report looks at six of the most prominent retailers in NSW there may be others operating in your area.
Canstar Blue surveyed 1,084 New South Wales households for their feedback on their natural gas retailer. Respondents had to live in New South Wales, have a gas account and pay the bills for their response to be eligible.
Respondents rate their satisfaction with their natural gas 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 NSW Natural Gas Providers:
Gas customers across NSW have given us their feedback on their provider based on a range of important factors, with Dodo coming out on top this year. Following Dodo is Origin Energy, Red Energy and Alinta Energy with four stars for overall satisfaction. AGL and EnergyAustralia rounded out the pack with three stars overall each.
Find more detailed information on our ratings methodology.
Here are some of the cheapest gas deals on our database for NSW. These estimated annual costs are based on the Jemena Gas Network in Sydney and yearly gas usage of 18,542MJ, but prices will vary depending on your own circumstances. We show one product per retailer, listed in order of lowest estimated cost. These are products from referral partners†. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
This year’s winner, Dodo has managed a near clean sweep of five-star ratings. Its only four-star score was awarded for its bill and cost clarity.
Although best known as a telco provider, savvy households in NSW may also be familiar with Dodo’s electricity and gas deals. The retailer usually just offers the one variable rate gas plan in the state, coming with no lock-in contracts or exit fees. For those keen on bundling their utilities, Dodo also offers a small discount when its energy plans are paired with an internet deal.
Here are the Dodo gas plans on our database for NSW. These estimated annual costs are based on the Jemena Gas Network in Sydney and yearly gas usage of 18,542MJ, but prices will vary depending on your circumstances. These are products from a referral partner†. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
Origin Energy earned four stars for overall satisfaction this year, as well as four stars for value for money, and online tools and advice. It managed a notable five stars for its customer service, bill and cost clarity and ease of sign-up.
Integrated energy company Origin offers a comprehensive range of gas products for NSW households to consider, including a couple of different plan features. Most plans come with variable rates for a year, with conditions based on personal preference and the ability to manage the account from the Origin app. There is one offer however, that also includes Everyday Rewards points upon signing up. All of Origin’s gas plans come without exit fees or lock-in contracts, regardless of the benefit period length.
Here are the Origin gas plans on our database for NSW. These estimated annual costs are based on the Jemena Gas Network in Sydney and yearly gas usage of 18,542MJ, but prices will vary depending on your circumstances. These are products from a referral partner†. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
Red Energy received four stars for overall satisfaction this year. It earned a notable five stars for customer service, bill and cost clarity and ease of sign-up, but just three stars for value for money and online tools and advice.
Red Energy is owned by renewable energy generation company Snowy Hydro and the retailer keeps things interesting, offering a selection of plans with unique offers to choose from. One of these products boasts the added bonus of two Qantas points for every $1 spent on gas, but overall, Red Energy seems to focus on competitive rates rather than discounts. All Red Energy plans in NSW come with variable rates, with the exception of its Red Fixed Saver plan, and no contract terms or exit fees.
Here are the Red Energy gas plans on our database for NSW. These estimated annual costs are based on the Jemena Gas Network in Sydney and yearly gas usage of 18,542MJ, but prices will vary depending on your circumstances. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
Last year’s winner, Alinta Energy has slipped to fourth in this year’s ratings, scoring four stars for overall satisfaction, value for money, bill and cost clarity and ease of sign-up. It took away just three stars for customer service and online tools and advice.
Alinta Energy is an emerging energy retailer, serving most states for gas. In NSW, you’ll have two plans to choose from that offer low, variable rates as well as no strict contracts or exit-fees. NSW residents who choose Alinta Energy for gas can generally expect quarterly bills and flexible payment options.
Here are the Alinta gas plans on our database for NSW. These estimated annual costs are based on the Jemena Gas Network in Sydney and yearly gas usage of 18,542MJ, but prices will vary depending on your circumstances. These are products from a referral partner†. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
AGL was awarded three stars for overall satisfaction in NSW this year. It also received three stars for value for money and for online tools and advice. It did, however, score four stars for customer service, bill and cost clarity and ease of sign-up.
AGL has a few gas deals for households in the state to choose from. These deals come with variable rates and no exit fees or contract terms. AGL is one of several retailers to go down the no discount plan route, with these deals often working out cheaper than discounted offers. It also has its own rewards program called AGL Rewards where customers can access a range of lifestyle deals.
Here are the AGL gas plans on our database for NSW. These estimated annual costs are based on the Jemena Gas Network in Sydney and yearly gas usage of 18,542MJ, but prices will vary depending on your circumstances. These are products from a referral partner†. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
EnergyAustralia scored three stars for overall satisfaction in our latest NSW gas review, plus on value for money and bill and cost clarity. It did however earn four stars for customer service, ease of sign-up and online tools and advice.
EnergyAustralia has a few gas plans for prospective customers to choose from, one of which even includes a guaranteed discount off both usage and supply charges for one year. The company also offers a standard variable rate gas plan. It brings no discounts or exit fees, and has zero late payment fees. EnergyAustralia customers can also opt in to carbon offsets through its Go Neutral program, whereby the retailer purchases carbon offset units that meet the eligibility requirements of the government’s Climate Active Carbon Neutral Standard.
Here are the EnergyAustralia gas plans on our database for NSW. These estimated annual costs are based on the Jemena Gas Network in Sydney and yearly gas usage of 18,542MJ, but prices will vary depending on your circumstances. These are products from a referral partner†. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
While energy plans may seem confusing, this report has identified a few key things you can do to get a better deal on natural gas. It might seem like hard work, but when it comes to gas and electricity, you only find the best deals with a little leg work. Here are the three most important things to consider:
Also consider how other consumers rate their energy suppliers. You will never really know how good or bad a retailer is until you’re a customer, so online reviews like ours provide an insight into what you can really expect. It’s the providers that strike the perfect balance between price and good customer service that usually rise to the top of our ratings. This year, Dodo is the gas supplier to beat in NSW, but be sure to compare a wide range of options before diving in.
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 NSW gas market continues to become more competitive, after price restrictions were lifted in 2017. If our customer ratings are any indicator, it will be worth keeping your eyes peeled for future offers as other retailers attempt to chip away at the dominance of the big three. Here is a list of gas suppliers currently offering plans in NSW:
Dodo looks like one worth considering, given its clear win in this year’s ratings. But it’s worth comparing a wide range of plans available in your area before making a decision.
Besides contract types, usage rates, supply charges, tariffs and discounts, the other crucial thing that will impact the amount you pay for gas is where you live. There are three different gas networks in NSW and gas prices can vary significantly between them. For example, an Origin customer on one network might have higher usage charges than another Origin customer with the same plan, living on a different distribution network. This is because energy distributors have their own costs and these are passed on to customers through retailer charges. The three distribution networks in NSW are:
ActewAGL – the primary electricity and gas retailer in the ACT – also serves some customers in regional NSW.
Usage charges will likely make up the majority of your overall energy costs, but it’s also important to pay attention to supply charges, because the providers with lower usage rates often make up for these with higher daily supply charges. These are the costs you incur on an ongoing basis simply for being connected to the network. The cheapest gas usage charges that you’re likely to find in NSW will be around three cents a megajoule – the unit of measurement for gas. To put this into context, a typical gas oven will use around 12 megajoules (MJ) an hour. Fixed daily supply charges usually cost around 40-70 cents.
Fortunately, gas tariffs in NSW are fairly simple. Households are charged for gas in ‘blocks’, with the first block of gas used (say, 20MJ) usually costing the most. For example, you might pay 4.2 cents for the first block of 20 megajoules a day, then 2.5 cents for the next block, and so on.
There are lots of things to think about when it comes to picking a gas supplier for your home. In 2022, we asked respondents to our survey a range of questions to get a better idea of where customers stand with their natural gas provider. This is what we found:
Just under a third (31%) of NSW gas customers signed up to their supplier over the phone and a similar amount (32%) signed up online. Just 41% of NSW survey respondents think they get a good deal on gas, although only 10% have switched gas suppliers in the last two years.
Here are the previous winners of Canstar Blue’s Natural Gas Suppliers – NSW Customer Satisfaction Award:
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