September 22, 2023

EnergyAustralia today reaffirmed its commitment to improving its customer communications to allow retail and small business customers to easily compare electricity and gas offers and make informed decisions, and to comply with relevant regulations. 

Actions to address customer communications at EnergyAustralia are a key priority and this program of work is already underway. 

Today’s public commitment to the program of improvement has been made following the announcement by the ACCC that it had commenced legal proceedings in the Federal Court regarding EnergyAustralia’s compliance with the Competition and Consumer (Industry Code – Electricity Retail) Regulations 2019.

The ACCC legal proceedings relate to the period 20 June 2022 to 28 September 2022 and concern the adequacy of EnergyAustralia’s communications to its retail and small business customers allowing them to easily compare electricity and gas offers and make well-informed decisions. This includes information on EnergyAustralia’s website, plans and other communications including how prices were presented with respect to the reference price.

EnergyAustralia Chief Customer Officer Mark Brownfield said: “We understand the clarity of our customer communication is particularly important at a time when cost of living pressures are a key concern for Australian households. 

“On behalf of EnergyAustralia, I apologise to our customers.

“We have been open with the ACCC on the issues they identified and the importance we attach to clear, transparent communications to our customers. 

“We want to confirm the fundamental importance EnergyAustralia attaches to regulatory compliance in every aspect of our operations. We have already prioritised the completion of our program of improvements to customer communications to ensure our customers have the information they need to
make informed decisions.”

For media inquiries, contact:
Jacinta Smith.