For the second year in a row, Kleenheat has topped this year’s customer satisfaction ratings for WA gas suppliers. It achieved five-star ratings across most categories, including bill and cost clarity, online tools and advice, overall satisfaction and customer service.
Each year, Canstar Blue surveys hundreds of gas customers across WA to find out which suppliers are living up to expectations. With an abundance of competition and bonus incentives on offer, there’s no reason why you should settle for anything less than five-star value and service. This year’s review has compared Kleenheat, AGL and Alinta Energy on customer satisfaction. Keep in mind, while this report looks at three of the most prominent retailers in WA there may be others operating in your area.
Canstar Blue surveyed 561 Western Australian households for their feedback on their natural gas retailer. Respondents had to live in Western Australia, 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 10, where zero is extremely dissatisfied and 10 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 WA Natural Gas Providers:
Kleenheat is back in the top spot this year with five stars for overall satisfaction. AGL scored four stars for overall satisfaction, while Alinta Energy brought up the rear with three stars for overall satisfaction.
Find more detailed information on our ratings methodology.
Here are some of the cheapest gas deals on our database for WA. These estimated annual costs are based on the ATCO Network in Perth and yearly gas usage of 7,672 (units), but prices may vary depending on your circumstances. We show one product per retailer, listed in order of lowest estimated cost. This table contains products from referral partners†. Our database may not cover all deals in your area, and please check retailer websites for up to date information.
As this year’s winner, Kleenheat managed a near clean sweep of five-star ratings. Its one four-star rating was for value for money.
Kleenheat is part of the Wesfarmers group, which also includes retail brands Target, Kmart, Bunnings and Officeworks. This connection pays off for customers, with Kleenheat offering further savings for RAC members as well as additional Flybuys points that can be earned for every dollar spent on gas bills. A $50 welcome bonus is also up for grabs for new customers who switch their natural gas to the Monthly Smart Saver plan or Standard Form Contract. Kleenheat generally offers customers a choice between three plans in WA.
Here are Kleenheat’s natural gas plans on our database for Western Australia. These are products from a referral partner†. These estimated annual costs are based on the ATCO Network in Perth and yearly gas usage of 7,672 (units), but prices may vary depending on your circumstances. Please use our comparison tool for a specific comparison in your area. 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.
AGL was rated four stars for overall satisfaction this year, as well as for its ease of sign-up. It scored a notable five stars for value for money, bill and cost clarity and online tools and advice, while its customer service received three stars.
AGL offers residential customers two gas plans to choose from. All AGL’s WA gas plans come with no lock-in contracts and the promise of 24/7 customer support. AGL also has a rewards program from which customers can apply for discounts on things like gift cards, restaurants and movie tickets.
Here are AGL’s natural gas plans on our database for Western Australia. These are products from a referral partner†. These estimated annual costs are based on the ATCO Network in Perth and yearly gas usage of 7,672 (units), but prices may vary depending on your circumstances. Please use our comparison tool for a specific comparison in your area. 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.
Alinta Energy scored three stars for overall satisfaction and value for money in this year’s ratings. It received five stars for bill cost and clarity and secured four stars in all other categories.
A major gas and electricity retailer across Victoria, New South Wales, Queensland and South Australia, Alinta Energy also maintains a strong presence in Perth. Acquired by Chow Tai Fook Enterprises – a Hong Kong based conglomerate – in 2017, Alinta has taken on the increased competition in WA, offering generous discounts on gas usage charges and no lock-in contracts across all products. It also has a rewards program with discounts across various entertainment activities.
Here are the Alinta Energy natural gas plans on our database for Western Australia. These are products from a referral partner†. These estimated annual costs are based on the ATCO Network in Perth and yearly gas usage of 7,672 (units), but prices may vary depending on your circumstances. Please use our comparison tool for a specific comparison in your area. 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.
Given the overall price you pay for natural gas will likely be determined by the size of the discount you receive, it’s important to look for other value-add incentives when it comes to picking the plan and provider that’s best for you. As mentioned in this report, all of the gas retailers in WA have some point of difference in the market, whether that’s because they have a rewards program that delivers savings on something that interests you, or because they offer additional perks like points off your next shop.
The point is that it’s important to make your decision based on several factors, which should include how that retailer is rated by its existing customers.
Kelseigh Wrigley covered 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 and Bligh and local radio station 4ZZZ.
Meet the Editorial Team
Samantha Mauro-Todd 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 following gas suppliers currently offer residential plans in Western Australia, including the Perth area:
Please note, these are the retailers listed on the Canstar Blue database. Other retailers may be available in your area.
Gas prices in Western Australia remain regulated by the state government for small usage customers. A customer is considered to be ‘small use’ if the property uses less than one terajoule (TJ) of natural gas per annum. This realistically includes all households and most small businesses. This means the providers have a set limit as to what they can charge customers.
The price of natural gas in WA is predominately made up of supply and usage charges:
Customers in the Kalgoorlie-Boulder and Albany areas of WA are charged a standard flat rate for their natural gas usage. But customers in mid-west/south-west WA (i.e. Perth, Geraldton, Carnamah and all the surrounding areas) are typically charged in block usage rates. Under this pricing structure, customers receive one rate for the first 12 units of gas used per day and a lower rate for any additional gas usage beyond that.
Discounts really can make a difference when it comes to the overall price you could pay in WA, with up to 45% off gas usage charges now on offer. The extra incentives offered by the retailers can also help you decide which plan delivers the best overall value for your money.
Our customer satisfaction ratings are based on the feedback of natural gas customers, rather than those who purchase bottled LPG. To connect natural gas to your home or business, you must live in an area with reticulated gas mains. As you can see from the map (right), supplied by the WA Department of Finance, natural gas is only available in the most populated regions of the state, including the areas surrounding Perth, Busselton, Gingin, Albany, Kalgoorlie-Boulder, Geraldton, Mullewa and Carnamah.
If natural gas is not available to your property, a gas supplier may be able to arrange a quote from the network operator to extend the gas mains to your home or business. However, this is only practical if the property is already near a gas network. Alternatively, if the property is in a remote area, the only option is bottled LPG. Kleenheat and Origin also operate LPG services in some areas.
The natural gas mains system in WA is operated and maintained by ATCO Gas Australia (formerly WA Gas Networks). This is who you should contact if anything goes wrong with your gas supply, or in case of an emergency, such as a gas leak. ATCO is responsible for meter readings and passes this information onto your energy retailer for billing purposes. Your retailer – be it Alinta Energy, Kleenheat, Origin Energy, AGL or Simply Energy – will then bill you for your gas usage and collect the additional supply charges on behalf of ATCO.
Our survey of WA gas customers found that a clear majority (74%) are happy with their existing gas suppliers and don’t want to switch. Just over a quarter (28%) of Western Australians chose a gas provider based on name recognition, while well over a third (36%) opted for a brand that offered the biggest discount.
Interestingly, our research found that natural gas customers in Western Australia are generally more satisfied with their service than customers in other states and territories. However, with new retailers likely to join the residential gas market in the years to come, customers should regularly review their energy options and compare plans in their area. While WA gas prices remain regulated, the retailers can still compete to offer the best deals and service.
Here are the previous winners of Canstar Blue’s Natural Gas Suppliers – WA Customer Satisfaction Award:
Best-Rated Gas Suppliers WA - October 31st
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Best-Rated Electricity Providers for Business - August 30th
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Best-Rated Electricity Providers NSW - August 6th
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Best-Rated Gas Suppliers WA - April 17th
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Best-Rated Gas Suppliers WA - April 16th
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