Electricity complaints
At a glance
There were 4,154 electricity complaints closed in 2020-21, which was 1,216 fewer than last year. Refer backs were the most common electricity case type (37 per cent of complaints) in 2020-21, followed by referral to higher level (37 per cent) and investigations (26 per cent).
Billing was the most common primary issue (57 per cent of complaints closed).
Credit complaints fell to 11 per cent of complaints closed in 2020-21 from 19 per cent of complaints closed in 2019-20.
Key data
4,154 electricity complaints closed
3,708 complaints about retailers and related entities
446 complaints about distributors
Closed electricity complaints by case type
- Refer back 37%
- Referral to higher level 37%
- Investigation 26%
Electricity complaints by primary issue
- Billing 57%
- Credit 11%
- Provision 10%
- Customer service 10%
Closed electricity complaints by primary issue and case type
Primary issue | Refer back | Refer to higher level | Investigation | Total |
---|---|---|---|---|
Billing | 801 | 903 | 667 | 2,371 |
Credit | 228 | 108 | 138 | 474 |
Provision | 146 | 178 | 104 | 428 |
Customer service | 142 | 191 | 85 | 418 |
Supply | 66 | 31 | 40 | 137 |
Transfer | 44 | 62 | 27 | 133 |
Land | 32 | 33 | 13 | 78 |
Marketing | 20 | 14 | 3 | 37 |
Other | 78 | 0 | 0 | 78 |
Total | 1,557 | 1,520 | 1,077 | 4,154 |
Electricity retailer and distributor performance
Provider1 | Electricity customer numbers2 | Complaints closed per 10,000 customers | Complaints closed 2020-21 | Complaints closed 2019-20 | % Variance |
---|---|---|---|---|---|
First tier retailer3 | |||||
Origin Energy Electricity Ltd | 500,001 - 1,000,000 | 20 | 1,268 | 1,765 | -28% |
Ergon Energy Queensland Pty Ltd | 500,001 - 1,000,000 | 5 | 376 | 705 | -47% |
AGL Sales (Queensland Electricity) Pty Ltd |
100,001 - 500,000 |
19 |
695 |
805 |
-14% |
Second tier retailer | |||||
Energy Australia Pty Ltd | 100,001 - 500,000 | 24 | 264 | 379 | -30% |
Alinta Energy Retail Sales Pty Ltd |
100,001 - 500,000 |
23 |
481 |
627 |
-23% |
SimplyEnergy | 10,001 - 100,000 | 59 | 92 | 103 | -11% |
ReAmped Energy Pty Ltd | 10,001 - 100,000 | 41 | 41 | <20 | - |
Click Energy Pty Ltd4 | 10,001 - 100,000 | 28 | 100 | 176 | -43% |
Powerdirect Pty Ltd |
10,001 - 100,000 |
26 |
35 |
42 |
-17% |
Powershop Australia Pty Ltd |
10,001 - 100,000 |
16 |
22 |
33 |
-33% |
Red Energy Pty Ltd | 10,001 - 100,000 | 15 | 75 | 89 | -16% |
Locality Planning Energy Pty Ltd |
10,001 - 100,000 |
8 |
27 |
24 |
13% |
1st Energy Pty Ltd | 3,001 - 10,000 | 79 | 27 | 39 | -31% |
Dodo Power & Gas Pty Ltd |
3,001 - 10,000 |
62 |
58 |
49 |
18% |
QEnergy Limited | 3,001 - 10,000 | 54 | 32 | 30 | 7% |
Distributor | |||||
Energex Ltd | > 1,000,000 | 2 | 265 | 252 | 5% |
Ergon Energy Corporation Ltd |
500,001 - 1,000,000 |
2 |
179 |
169 |
6% |
- Only providers with more than 20 complaints have been included in this table
- Customer numbers sourced from AER Retail energy market performance update for Quarter 3, 2020-21 (retailers) and AER Regulatory Information Notice (RIN) responses 2019-20 (distributors)
- First tier retailers are defined by the AER as those who hold more than a 10 per cent market share in Queensland. 4 Click Energy Pty Ltd includes amaysim Energy Pty Ltd and Click Energy data
Electricity providers and related entities with less than 20 complaints
- Blue NRG Pty Ltd
- Bright Spark Power Pty Ltd
- CovaU Pty Ltd
- Diamond Energy Pty Ltd
- Discover Energy Pty Ltd
- Elysian Energy Pty Ltd
- Energy Locals Pty Ltd
- Energy Services Management (trading as Glow Power)
- Enova Energy Pty Ltd
- Essential Energy
- Globird Energy Pty Ltd
- Hanwha Energy Retail Australia Pty Ltd (trading as Nectr)
- Lumo Energy (Qld) Pty Ltd
- Metered Energy Holdings Pty Ltd
- Mojo Power Pty Ltd
- Momentum Energy Pty Ltd
- Next Business Energy Pty Ltd
- Online Power and Gas Pty Ltd (trading as Future X Power)
- OVO Energy Pty Ltd
- People Energy Pty Ltd
- Power Club Ltd
- Powershop Australia Pty Ltd – Kogan
- Radian Holdings Pty Ltd
- Sanctuary Energy Pty Ltd
- Shell Energy Retail Pty Ltd (formerly ERM Power Retail Pty Ltd)
- Social Energy Australia Pty Ltd
- Sumo Power Pty Ltd
See the official copy of the 2020-21 annual report, as tabled in the Legislative Assembly of Queensland, on the Queensland Parliament's tabled papers website.