What do you think of your energy company? The Australian Energy Regulator (AER) and Essential Services Commission (ESC) have revealed the number of complaints energy retailers received over the past quarter. Does your retailer make the list of shame?
The AER’s report reveals the number of complaints energy retailers received each quarter across Queensland, South Australia, New South Wales, Tasmania and the Australian Capital Territory, while the ESC’s report shares details for the year in Victoria. Keep reading to see if your energy company has made the list.
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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 referral partners†. These costs are based on the Ausgrid energy network in Sydney but prices may vary depending on your circumstances. This comparison assumes general energy usage of 3900kWh/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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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 referral partners†. These costs are based on the Citipower network in Melbourne but prices may vary depending on your circumstances. This comparison assumes general energy usage of 4000kWh/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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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 4600kWh/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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Which energy providers received the most complaints?
The AER recorded residential and small business customer complaints in each state. This data is displayed both in the number of complaints received and as a percentage of the retailer’s customer share. Below, we have listed the top 15 energy retailers with the highest number of complaints received during Q3 2023-2024, nationally.
This list combines both residential and small business complaints from each AER state or territory. It does not include data from Victoria.
Energy providers with the most complaints in Australia
| Energy Retailer | Complaints to the retailer (Q3 2023-2024) | As a proportion of customers |
|---|---|---|
| Origin Energy | 11,314 | 0.6% |
| EnergyAustralia | 5,076 | 0.5% |
| Aurora Energy | 2,379 | 0.8% |
| Red Energy | 2,035 | 0.4% |
| Ergon Energy | 1,819 | 0.2% |
| ENGIE/Simply Energy | 1,658 | 1.1% |
| Alinta Energy | 1,526 | 0.4% |
| AGL | 1,283 | 0.1% |
| Lumo Energy | 731 | 1.3% |
| Dodo | 506 | 0.7% |
| Momentum Energy | 463 | 1.5% |
| ActewAGL | 288 | 0.1% |
| Energy Locals | 257 | 0.4% |
| Altogether Group | 199 | 0.9% |
| GloBird Energy | 167 | 0.4% |
Source: AER Retail Markets Report Q3 2023-24. Victorian data not included in this assessment.
In the findings above, you will notice the larger companies with more customers receiving the most complaints. While these numbers appear greater on paper, remember that it is only a tiny fraction of their entire customer base across these regions.
Please note, while the information above can be useful for making a decision on your next provider, it should not be used to draw conclusions about retailer performance in handling complaints. While a retailer may receive and record many complaints, a great deal may be to do with wholesale or network costs and are out of the hands of the retailer. Many retailers are more than capable of dealing with complaints effectively.
To further explore the data, we have listed state-by-state breakdowns below. For each state or territory, we have listed the retailers that received the highest number of complaints.
Providers with the highest number of complaints in NSW
| Energy Retailer | Complaints to the retailer (Q3 2023-2024) | As a proportion of customers |
|---|---|---|
| Origin Energy | 6,300 | 0.6% |
| EnergyAustralia | 4,334 | 0.5% |
| Red Energy | 1,659 | 0.4% |
| Simply Energy | 849 | 1.1% |
| AGL | 727 | 0.1% |
| Alinta Energy | 646 | 0.7% |
| Dodo | 429 | 0.8% |
| Momentum Energy | 379 | 1.5% |
Source: AER Retail Markets Report Q3 2023-24.
Origin Energy took out the highest number of complaints in New South Wales; however, in proportion to the number of customers it has across NSW, its complaint tally sits at the lower end of the list.
Providers with the highest number of complaints in QLD
| Energy Retailer | Complaints to the retailer (Q3 2023-2024) | As a proportion of customers |
|---|---|---|
| Origin Energy | 3,015 | 0.5% |
| Ergon Energy | 1,819 | 0.2% |
| Alinta Energy | 648 | 0.3% |
| EnergyAustralia | 405 | 0.4% |
| Red Energy | 316 | 0.5% |
| AGL | 295 | 0.1% |
| Altogether Group | 184 | 1.1% |
| ENGIE/Simply Energy | 98 | 1.0% |
Source: AER Retail Markets Report Q3 2023-24.
Origin Energy received the most complaints in Queensland, followed by Ergon Energy and Alinta Energy. When looking at Queensland’s data, it’s important to note that Ergon Energy is one of the only retailers available to regional Queenslanders. As such, this retailer manages a large proportion of energy customers within the state.
Providers with the highest number of complaints in SA
| Energy Retailer | Complaints to the retailer (Q3 2023-2024) | As a proportion of customers |
|---|---|---|
| Origin Energy | 1,847 | 0.7% |
| Lumo Energy | 805 | 1.3% |
| ENGIE/Simply Energy | 711 | 1.1% |
| EnergyAustralia | 291 | 0.5% |
| AGL | 260 | 0.1% |
| Alinta Energy | 232 | 0.5% |
| Energy Locals | 95 | 0.6% |
| Momentum Energy | 64 | 1.4% |
Source: AER Retail Markets Report Q3 2023-24.
Origin Energy, one of South Australia’s largest energy companies, received the most complaints in SA. However, however, Momentum Energy received the highest number of complaints per customer.
Providers with the highest number of complaints in ACT
| Energy Retailer | Complaints to the retailer (Q3 2023-2024) | As a proportion of customers |
|---|---|---|
| ActewAGL | 208 | 0.1% |
| Origin Energy | 152 | 0.4% |
| EnergyAustralia | 46 | 0.5% |
| Red Energy | 37 | 1.5% |
| AGL | 1 | 0.7% |
Source: AER Retail Markets Report Q3 2023-24.
ActewAGL topped the list for the ACT in Q3 2023-24, with 208 complaints.
Providers with the highest number of complaints in TAS
| Energy Retailer | Complaints to the retailer (Q3 2023-2024) | As a proportion of customers |
|---|---|---|
| Aurora Energy | 2,217 | 0.8% |
| 1st Energy | 63 | 0.4% |
| Energy Locals | 11 | 1.3% |
Source: AER Retail Markets Report Q3 2023-24.
Aurora Energy, Tasmania’s largest provider, received the highest number of complaints in Tasmania. Energy Locals ranked the highest when taking into account the number of customers each company services.
Providers with the highest number of complaints in VIC
When it comes to energy in Victoria, the state has its own independent regulator – The Essential Services Commission (ESC) – responsible for recording data. The ESC publishes a similar report to the AER, which also looks at complaints to retailers. However, instead of covering each quarter, the ESC only reports this data on a yearly basis. Unlike the AER’s reporting approach, the ESC also collates the number of complaints per 100 customers.
Below we have listed the top eight energy retailers with the largest number of residential electricity-related complaints in Victoria for 2023 -2024. Note, ENGIE/Simply Energy is not included in this data.
| Energy Retailer | Complaints to the retailer (2023-2024) | Complaints per 100 customers in Q4 |
|---|---|---|
| Origin Energy | 8,127 | 0.42 |
| Lumo Energy | 5,159 | 0.65 |
| EnergyAustralia | 4,194 | 0.21 |
| Red Energy | 3,083 | 0.16 |
| Momentum Energy | 2,562 | 0.78 |
| AGL | 1,214 | 0.64 |
| Alinta Energy | 735 | 0.16 |
| Dodo | 561 | 0.29 |
Source: ESC ‘Victorian Energy Market Report’ 2023-24.
Similar to the AER states and territories, it’s generally the larger energy companies receiving the most complaints. In Victoria, Origin had recorded the most complaints for 2023 – 24. Momentum Energy received the most complaints per 100 customers in Q4, recording 0.78.
What are energy customers complaining about?
In addition to recording the number of complaints each retailer has received from customers, the AER also noted the types of things Aussies are complaining about. Below we have listed the top issues recorded for residential energy. Please note, this data does not include Victoria.
Top energy customer complaints for Q3 2023-24:
- Billing: 17,435
- Other: 7,685
- Smart meter installation: 970
- Marketing: 913
- Customer transfer: 563
- Smart meter installation delay: 397
Related: How to complain when your energy bill is wrong
Which energy providers are customers most satisfied with?
It’s important to remember that the number of complaints an energy retailer receives doesn’t provide a sound picture of their service or capabilities. A retailer may receive many complaints, but handle them well. Conversely, an energy retailer with only a few complaints might deal with them poorly.
Canstar Blue annually canvasses the opinions of thousands of households, asking them to rate their experience with their energy retailer across multiple key variables, including value for money and customer service. Check out the links below to see how your power company performed in your state.
Complaints by energy provider
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