Customer service performance of electricity retail suppliers. 1 July 2008 to 30 June 2013

Transcription

1 Customer service performance of electricity retail suppliers 1 July 2008 to 30 June 2013 Electricity Information Paper December 2013

2

3 Independent Pricing and Regulatory Tribunal of New South Wales 2013 This work is copyright. The Copyright Act 1968 permits fair dealing for study, research, news reporting, criticism and review. Selected passages, tables or diagrams may be reproduced for such purposes provided acknowledgement of the source is included. The Tribunal members for this review are: Dr Peter J Boxall AO, Chairman Mr Simon Draper, Part Time Member Dr Paul Paterson, Part Time Member Inquiries regarding this document should be directed to a staff member: Fiona Towers (02) Nicole Ikenberg (02) Edward Jenkins (02) Independent Pricing and Regulatory Tribunal of New South Wales PO Box Q290, QVB Post Office NSW 1230 Level 8, 1 Market Street, Sydney NSW 2000 T (02) F (02)

4 Contents 1 Executive Summary Overview of IPART s findings for 2012/ What does the rest of the paper cover? 4 2 NSW Retail Electricity Market Structure of NSW retail market Changes in the retail electricity market Changes in the regulatory framework for energy retail suppliers 6 3 Disconnections for non-payment of bills Disconnections of small residential retail customers Disconnections of non-residential small retail customers 10 4 Use of alternative payment methods 10 5 Security deposits held 12 6 Call centre responsiveness Calls that were abandoned or dropped out before being answered by a human operator Calls answered by a human operator within 30 seconds 15 7 Customer Complaints 15 Appendices 19 A Retailer customer service performance 2008/09 to 2012/13 21 B Notes and Definitions 30

5 1 Executive Summary Each year the Independent Pricing and Regulatory Tribunal of NSW (IPART) publishes information papers reporting on the performance of the energy distribution and retail businesses that serve small retail customers in NSW. Our aim is to ensure that all stakeholders, including customers, have ready access to this information. This paper focuses on electricity retail suppliers customer service performance over the past reporting year, 2012/13. This is our final report on the customer service performance of electricity retail suppliers. As from 1 July 2013, responsibility for licencing, compliance and enforcement activities in respect of electricity retail suppliers has been transferred to the Australian Energy Regulator. Under the regulatory regime in effect during 2012/13, all electricity retail suppliers licensed to operate in NSW report annually on their performance against a series of customer service indicators. 1 These include reporting: Customers who were disconnected for non-payment of bills. Customers using alternative payment methods. Security deposits held by retail suppliers. Call centre performance. Customer complaints to the retailer. We monitor and assess the retail suppliers performance against these indicators, and compare this with their performance in previous years. This analysis provides an indication of the affordability and accessibility of electricity services in NSW, and of customers satisfaction with the quality of this service. 1.1 Overview of IPART s findings for 2012/13 Electricity retail suppliers overall performance against the customer service indicators during 2012/13 was mixed, with: an industry-wide increase in the rate of disconnections most retail suppliers increasing the percentage of customers on payment plans in NSW an industry-wide decline in call centre responsiveness a significant increase in the per-customer rate of complaints 1 The reporting obligation is a Ministerially imposed licence condition (clause 7) and the performance indicators which retailers report against are set by the Minister. Customer service performance of electricity retail suppliers IPART 1

6 retail suppliers no longer collecting security deposits and a significant decline in the number held Disconnection for non-payment of bills The number of residential customers disconnected for non-payment of bills increased by 7% from 23,207 in 2011/12 to 24,888 in 2012/13. This represents a disconnection rate of 0.83 customers per 100 residential small retail customers disconnected during 2012/13, as compared with 0.80 customers per 100 in 2011/12. 23% of disconnected residential customers were on payment plans, 26% were receiving pensioners rebates, and 8% had their supply disconnected more than once at the same address during the year. 49% subsequently had their supply reconnected in the same name at the same address. Table 1.1 compares disconnection rates during 2010/11 and 2011/12 for residential retail customers in Victoria and South Australia. Table 1.1 Disconnection rates as a percentage of total residential retail customers 2010/ /12 New South Wales 0.64% 0.80% Victoria 0.77% 1.02% South Australia 1.01% 1.35% For non-residential customers, disconnections for non-payment of bills increased by 41% in 2012/13. This represents a disconnection rate of 0.9 non-residential customers per 100 in 2012/13, as compared with 0.6 customers per 100 in 2011/ Use of alternative payment methods 3.2% of residential customers used their electricity retail suppliers instalment plan to pay their bills in 2012/13, which is consistent with the average over the previous 5 years (3.4%). The proportion using Centrelink s Centrepay decreased to 2.7% in 2012/13, from 3.0% in 2011/12. This is lower than the 5-year average of 3.1%. 2 IPART Customer service performance of electricity retail suppliers

7 1.1.3 Call centre responsiveness Electricity retail suppliers reported mixed performance against the indicators of call centre responsiveness. As a result, the overall call abandonment rate increased from 5.1% in 2011/12 to 6.3% in 2012/13. Additionally, the overall percentage of calls answered by a human operator within 30 seconds declined from 69% in 2011/12 to 64% in 2012/ Customer complaints The percentage of customers who complained to their electricity retail supplier about retail supply matters increased from 1.6% in 2011/12 to 2.8% in 2012/13. The majority of these complaints related to billing (49% of all complaints in 2012/13) and then 39% to other complaints (ie, customer service, and procedural and policy issues). There was a 96% increase in complaints about other matters during 2012/13. The rest of the complaints were due to marketing matters (11%). There was also an increase in the percentage of calls to retailers customer service centres that were abandoned before being answered by an operator in NSW. While there are a number of influences on the increases in the number of customer complaints including improvements to complaints handling and reporting systems, as well as external factors (ie. electricity price increases), IPART considers that most retail suppliers could benefit from improved customer service practices Security Deposits As of 30 June 2013, EnergyAustralia advised that it will no longer be requesting security deposits from customers in NSW and is in the process of returning all existing security deposits to residential and non-residential customers. No other electricity retail suppliers held security deposits as at 30 June Customer service performance of electricity retail suppliers IPART 3

8 1.2 What does the rest of the paper cover? The rest of this paper discusses our findings and analysis of electricity retail suppliers performance against the customer services indicators in more detail: Section 2 outlines the structure of the NSW electricity retail market Section 3 discusses our findings on disconnections for non-payment of bills Section 4 focuses on the use of alternative payment methods Section 5 discusses security deposits held by retail suppliers Section 6 focuses on call centre responsiveness Section 7 discusses customer complaints. It is important to note the following when considering the data presented below: Retail suppliers with small market shares have generally not been included in the figures. Due to the small size of their customer base, their reported statistics could be misleading. However, data for these retail suppliers can be found in Appendix A, which lists all reported data. Where retail suppliers reported zero, or near zero for a customer service indicator, they have been omitted from the figures to simplify the presentation. The information presented in the figures and tables of this report is data that has been reported to IPART by the electricity retail suppliers in NSW, which has been subject to IPART analysis. 2 NSW Retail Electricity Market 2.1 Structure of NSW retail market As at 30 June 2013, the dominant retail suppliers in NSW retail electricity market were Origin Energy and EnergyAustralia, holding around 40% and 32% of the residential retail market respectively. They are followed by AGL Sales with 21% of the market. Smaller retail suppliers became more active in the NSW residential retail market in 2012/13, making up the remaining 7% of the residential retail market. This is an increase from 5% in 2011/12. Similarly, NSW non-residential retail market is also in the large part supplied by Origin Energy and EnergyAustralia, which hold market shares of 40% and 34% respectively. AGL Sales and Powerdirect (a subsidiary of AGL) hold 24%. Smaller retail suppliers hold 3% of the non-residential retail market. This is an increase from 1% in 2011/12. 4 IPART Customer service performance of electricity retail suppliers

9 Figures 2.1 and 2.2 show the individual retail suppliers share of the residential and non-residential small retail customers in NSW. (See Appendix A for the full list of customer numbers.) Figure 2.1 NSW residential customer numbers by retailer as at 30 June 2013 Note: Figure 2.1 adds up to 99%. The remaining 1% of the residential market in NSW is supplied by: Momentum Energy, Sanctuary Energy, Diamond Energy, GoEnergy, QEnergy, Powerdirect and Click Energy. Figure 2.2 NSW non-residential customer numbers by retailer as at 30 June 2013 Note: Figure 2.2 does not include: ActewAGL, Powerdirect, Australian Power & Gas, Lumo Energy, Red Energy, Sanctuary Energy, Simply Energy, QEnergy and Click Energy. These retailers supplied 1% of the NSW non-residential market. Customer service performance of electricity retail suppliers IPART 5

10 2.2 Changes in the retail electricity market During 2012/13, 5 retail suppliers who were not previously supplying small retail customers entered the NSW small retail electricity market and as at 30 June 2013 together they supply 0.1% of the market. The share of the small retail electricity market supplied by new entrant retail suppliers 2 increased to 5% from 4% in 2011/12. In addition to marketing by new entrants, many of the retail suppliers continued conducting large marketing campaigns in 2012/13. This caused a 61% increase in the number of direct marketing contacts to small retail customers during 2012/13 as compared to 2011/12. This increase in activity may partly explain the increase in the number of customer complaints about marketing. Energy prices have increased for the several years leading to 2012/13. This has led to an increase in media coverage, and greater public awareness of energy market issues and the competitive retail market. This may contribute to explaining the increase in the number of customer complaints. 2.3 Changes in the regulatory framework for energy retail suppliers Historically the states and territories have been responsible for regulating retail energy licences. However, now that the National Energy Customer Framework (NECF) has been established the various state-based retail regimes are being transferred to a single national framework. Once a jurisdiction adopts the National Energy Retail Law and National Energy Retail Rules, the Australian Energy Regulator (AER) becomes responsible for licensing, compliance and enforcement activities. This package of legislation was adopted in NSW in April 2013, enabling the commencement of NECF in NSW and the transfer of IPART s licensing, compliance and enforcement activities in respect of energy retail suppliers to the AER on 1 July At the same time, the Australian Competition & Consumer Commission (ACCC) and NSW Fair Trading continued to be responsible under the Australian Consumer Law for consumer protection matters. 3 2 We define new entrant retailer suppliers as retailer suppliers which entered the NSW small retail electricity market from 2006/07 onwards. 3 Prior to 1 July 2013 IPART was also responsible for monitoring retailer compliance with provisions under the Marketing Code of Conduct. Broadly speaking the Code provided for analogous consumer protection provisions regarding engaging in misleading, deceptive or unconscionable conduct when marketing. 6 IPART Customer service performance of electricity retail suppliers

11 3 Disconnections for non-payment of bills Disconnections can be an indicator of affordability of electricity services. An increase in disconnections could be a reflection on the number of customers experiencing hardship. In addition to generally applicable requirements regarding disconnection, a number of measures relate to customer hardship charters, including requiring that retail suppliers: Develop and implement a customer hardship charter to assist small retail customers experiencing financial difficulty to better manage their electricity bills on an ongoing basis. 4 Not discontinue supply to a small retail customer experiencing financial difficulty for failure to make payment unless in the previous 12 months the supplier has twice offered the small retail customer assistance under a payment plan operated by the supplier. 5 When implementing their customer hardship charter, waive any fee for late payment of a bill by a hardship customer. 6 In addition, customer supply contracts must prohibit retail suppliers from disconnecting a customer for non-payment if the outstanding bill is less than $300 and the customer has agreed to pay the amount. 7 Customers who are having difficulty paying their utility bills should contact their retailer. A customer experiencing financial difficulty is able to access their retailer s hardship program which provides a number of services including flexible payment options, advice on available government concession programs, and how to access financial counselling services. Retail suppliers can also refer hardship customers to the Energy Accounts Payable Assistance scheme (EAPA). The EAPA operates to provide short term relief to people experiencing financial stress, to ensure they remain connected to essential energy services. 8 Table 3.1 shows the number of residential customers disconnected for nonpayment of bills increased by 7% from 2011/12 to 2012/13. As a percentage of total residential customers in NSW, the rate of residential disconnections of 0.83% is higher than the 5-year average of 0.69%. 4 Clause 13AA(1), Electricity Supply (General) Regulation 2001 (ESGR 2001). Any reference to legislation is to legislation that was in force immediately prior to 1 July Clause 13A(3)(a)(ii), ESGR Clause 13AA(4)(a), ESGR Schedule 1, Clause 7(2), ESGR For further information see Customer service performance of electricity retail suppliers IPART 7

12 Table 3.1 Total residential and non-residential disconnections for nonpayment of electricity bills in NSW 2008/ /10a 2010/ / /13 Residential 18,168 15,835 18,561 23,207 24,888 As a % of residential customers Non-residential 1,703 1,676 2,050 1,929 2,717 As a % of non-residential customers a This is an adjusted figure. Electricity retail suppliers reported 15,595 disconnections in 2009/10. However, this figure did not include any disconnections by Jackgreen (International) Pty Limited. Our adjusted figure includes an estimate of Jackgreen s residential disconnections. Relevant to the statistics presented in the following sections, we note that the reported statistics of retail suppliers with smaller market shares can appear disproportionately larger when the actual number of customers affected is low. This can in part be due to their small customer base. 3.1 Disconnections of small residential retail customers Figure 3.1 presents the disconnection rate by retailer. In 2012/13 the industry wide rate of disconnections increased due to a mixed performance of retail suppliers. Figure 3.1 Disconnections as a percentage of residential customer base for non-payment of bills in NSW by retail supplier Note: Although supplying residential small retail customers since 2009/10, Lumo Energy reported no disconnections until the 2012/13 period. 8 IPART Customer service performance of electricity retail suppliers

13 Retail suppliers are required to provide additional statistics on disconnections affecting residential small retail customers to identify the number of these customers that: were on payment plans prior to disconnection received pensioner rebates were disconnected at the same address on more than one occasion in the same year. Table 3.2 shows the total number of residential small retail customers in these categories for the last 5 compliance years. Table 3.2 Categories of residential small retail customers prior to disconnection Type of Customer 2008/ / / / /13 Number of residential small retail customers on payment plans prior to disconnection Number of residential small retail customers receiving low income energy rebate prior to disconnection Number of residential small retail customers disconnected more than once at same address 5,363 4,554 6,901 8,688 5,728 2,659 2,245 3,429 5,064 6,421 1,442 1,229 1,495 1,943 1,955 Note: Residential small retail customers may be in more than one of the categories detailed in Table 3.2. Customer service performance of electricity retail suppliers IPART 9

14 3.2 Disconnections of non-residential small retail customers Figure 3.2 shows the non-residential disconnection rate in 2012/13 has increased to 0.9% from 0.6% in 2011/12. This is higher than the 5-year average of 0.6%. Figure 3.2 Percentage of non-residential small retail customers disconnected for non-payment of bills in NSW by retail supplier Note 1: Qenergy s electricity retail supply licence was granted during 2012/13 and is the first period in which Qenergy has supplied non-residential small retail customers. Note 2: Lumo Energy and Momentum Energy have been supplying non-residential small retail customers since 2009/10 and 2008/09 respectively. 2012/13 is the first year in which either retailer has reported disconnecting a non-residential small retail customer. 4 Use of alternative payment methods Payment plans 9 make it possible for customers who are experiencing financial difficulties to make payments by instalments, in advance or arrears, taking into account their consumption needs and capacity to pay. 10 They enable customers to continue to receive supply by managing their energy bills better while at the same time assisting retail suppliers in reducing their disconnection rate. In 2012/13, 95,886 residential customers were managing their electricity accounts using payment plans in NSW. This represents 3.2% of all NSW residential small retail customers and is consistent with the 5-year average of 3.4%. 9 Payment plan is an arrangement between a retailer and a customer for the customer to pay arrears and to continue usage on their account according to an agreed payment schedule and capacity to pay. 10 Clause 13A(2), ESGR. 10 IPART Customer service performance of electricity retail suppliers

15 Figure 4.1 shows that most retail suppliers increased the percentage of payment plan use on a per customer basis in NSW. Figure 4.1 Percentage of NSW residential small retail customers using payment plans as at 30 June 2013 by retail supplier Centrepay is a free service that allows Centrelink clients to pay for essential living expenses such as electricity, gas, water and rent through a direct debit bill payment facility before their residual Centrelink payments are deposited into their bank account. This payment method assists Centrelink customers to manage and budget for their bills and thus avoid disconnection Figure 4.2 shows that overall, the number of Centrelink s Centrepay users in NSW decreased by 8% in 2012/13. As a percentage of the NSW residential small retail customer base, the use of Centrelink s Centrepay has decreased to 2.7% in 2012/13 from 3.0% in 2011/12. This is consistent with the 5-year average of 3.1%. Customer service performance of electricity retail suppliers IPART 11

16 Figure 4.2 Percentage of NSW residential small retail customers using Centrelink s Centrepay by retail supplier 5 Security deposits held IPART s current retail pricing determination sets the maximum amount for security deposits for small retail customers that are supplied under standard form customer supply contracts. 11 As of 30 June 2013, the only electricity retailer in NSW to hold security deposits was EnergyAustralia. Only 0.3% of its residential small retail customer base and 0.5% of its non-residential small retail customer base had security deposits held by EnergyAustralia as at 30 June During 2012/13 EnergyAustralia reported a 92% decrease in the number of residential and a 91% decrease in the number of non-residential customer s security deposits that it held. EnergyAustralia also reported that as part of its migration of customers to a new billing system it will no longer request security deposits from customers in NSW. As part of this process it has instructed Ausgrid, on behalf of EnergyAustralia to return all existing security deposits to residential and non-residential small retail customers. Origin reported that during 2012/13 all security deposits including those held for customers who were previously Integral Energy or Country Energy customers were refunded or credited back to those customers. 11 IPART, NSW electricity regulated retail tariffs and charges 2013 to 2016, June 2013, Determination No. 5, 2013, p IPART Customer service performance of electricity retail suppliers

17 6 Call centre responsiveness All electricity retail suppliers customer supply contracts must provide for (as a guaranteed customer service standard) a telephone service that operates during business hours and is accessible for not more than the price of a local telephone call. 12 This telephone service must be able to receive notice of, and give information about, customers bills and connections arranged by the retailer. It should be noted that for some retail suppliers, call centres operate across both electricity and gas retail supply businesses. These retail suppliers have provided statistics on a combined electricity and gas basis. Individual energy type statistics cannot be provided due to limitations in their call centre reporting systems. The retail suppliers affected by this issue have consistently reported their call centre statistics in this way, enabling IPART to make an accurate historical comparison about their performance. Where calls are made to retail suppliers call centres to make a complaint and/or an enquiry, and where the calls are initially answered by an automated interactive voice response (IVR) system, retail suppliers are required to make provision for the caller to be transferred to a human operator. Where this is the case, data is collected on the number of calls answered within 30 seconds of the caller selecting the option to be transferred to a human operator. 6.1 Calls that were abandoned or dropped out before being answered by a human operator Figure 6.1 shows about 6% of service calls made to retail suppliers call centres were abandoned or dropped out before being answered by a human operator. This is a small increase from 5% in 2011/12. Powerdirect and EnergyAustralia both had increases in their rate of call abandonment during 2012/13. EnergyAustralia reported that its increase in the rate of call abandonment was a direct result of its implementation of a new customer care and billing system during 2012/13. Due to system latency and unexpected billing defects, the average call handling time increased which resulted in higher call volumes, longer call wait times and higher abandonment rates. Powerdirect reported that it implemented a new telephony system during 2012/13. Migration to this system caused issues which adversely affected service performance. Powerdirect also reported that this was further exacerbated by an increase in its traditional customer base and staffing issues during 2012/ Established under Schedule 2, Part 2, clause 10(2) of the ESGR Customer service performance of electricity retail suppliers IPART 13

18 Figure 6.1 Percentage of calls that were abandoned or dropped out before being answered by a human operator by retail supplier Note: Click Energy and Qenergy were both granted their electricity retail supplier licence during 2012/13 and this is the first period these retail suppliers have supplied small retail customers in NSW. 14 IPART Customer service performance of electricity retail suppliers

19 6.2 Calls answered by a human operator within 30 seconds Figure 6.2 shows the percentage of calls that were answered by a human operator within 30 seconds. In 2012/13, 64% of calls to NSW retail suppliers call centres were answered by a human operator within 30 seconds, compared with 69% in 2011/12. This rate is consistent with the 5-year average of 65%. Figure 6.2 Percentage of calls answered by a human operator within 30 seconds by retail supplier Note: Click Energy and Qenergy were both granted their electricity retail supplier licence during 2012/13 and this is the first period these retail suppliers have supplied small retail customers in NSW. 7 Customer Complaints This performance measure is defined as the number of customers who have contacted their retailer to express dissatisfaction with some aspect of the service and seek a resolution. The indicator includes customer complaints to the retail suppliers about retailer supply matters and failure to observe procedures. Customer service performance of electricity retail suppliers IPART 15

20 Table 7.1 shows the total number of customer complaints to retail suppliers about electricity retail supply matters in NSW. Table 7.1 Number of small retail customer complaints about retail supply matters in NSW Number of complaints related to marketing 2008/ / / / /13 2,527 3,082 4,787 7,193 10,268 Number of complaints related 6,296 10,248 17,980 25,482 45,156 to billing Number of complaints about 4,237 9,015 10,610 18,417 36,158 other matters Total number of complaints 13,060 22,345 33,377 51,092 91,582 Total complaints as a percentage of customers 0.4% 0.7% 1.0% 1.6% 2.8 During 2012/13, the number of customer complaints about retail supply matters continued to increase. When expressed as a percentage of the total number of small retail customers in NSW it has risen to 2.8%, compared with 1.6% in 2011/12. Overall complaints to retail suppliers have risen by 79% since last year. Billing continues to be the dominant concern for small retail customers, contributing to 49% of the total complaints reported to retail suppliers. The number of complaints about other matters has also increased during 2012/13 (96%). Increased market awareness of energy price rises have contributed to the industry-wide increase in complaints. A number of retail suppliers have provided some context for the increase in complaints. AGL reported that it deployed a project re-categorising complaints based on its customer lifecycle. Due to this initiative, AGL has reported that complaints are more accurately identified when customers call AGL s contact centres. This has led to an increase in the number of recorded complaints by AGL. AGL also expects that the next phase of this initiative (being carried out in November 2013) will lead to further increases in the level of complaints. APG reported that it updated its complaints handling system during 2012/13 which resulted in additional complaints being reported via its call centre than were previously being reported. Dodo reported that when it adjusted its prices during 2012/13 following the network price increase, its level of complaints increased. 16 IPART Customer service performance of electricity retail suppliers

21 EnergyAustralia reported that it had experienced several billing issues which contributed to the increase in the number of delayed bills for NSW customers. This led to an increase in customer dissatisfaction and has driven an increase in the number of customer complaints to EnergyAustralia. EnergyAustralia further reported that remedial actions are underway to resolve these issues and that it expects to see a reduction in the number of customer complaints in 2013/14. Dodo Power and Gas, Lumo Energy and Momentum Energy all reported a greater than 60% increase in the number of small retail customers supplied during 2012/13. Such increases can contribute to increased complaint levels. Figure 7.1 shows customer complaints received by individual retail suppliers as a percentage of their total number of small retail customers. Figure 7.1 Customer complaints as a percentage of retail suppliers total small retail customers by retail supplier Note: Dodo s per customer rate of complaints was 19.6% in 2011/12 and 36.4% in 2012/13. The scale for the table has been capped at 15% to ensure the other retailers data is presented in a meaningful manner. Customer service performance of electricity retail suppliers IPART 17

22 This finding is broadly consistent with EWON complaints data. There was an increase of 51% in EWON retail complaints during 2012/13. Billing issues were responsible for 40% of total EWON complaints during 2012/13. The next largest categories were transfers, customer service and credit issues which were each responsible for 17% of issues reported to EWON in 2012/13. Marketing complaints were responsible for 5% of issues reported to EWON during 2012/13. The number of direct marketing contacts made in the NSW electricity market increased by 60% over the same period. Figure 7.2 charts the categories of complaints lodged with EWON as reported by EWON. While we use EWON statistics as a comparison to assess complaints data provided by the retail suppliers, please note that EWON categorises customer complaints differently from the data reported by the electricity retail suppliers. Figure 7.2 Categories of issues reported to EWON 2012/13 a The other category represents issues categorised as general, land, provision and supply. Note: Categories of issues reported to EWON data is the total figure reported for NSW energy industry (electricity, gas and distribution). Data source: EWON quarterly reporting to IPART 2012/ IPART Customer service performance of electricity retail suppliers

23 Appendices Customer service performance of electricity retail suppliers IPART 19

24 20 IPART Customer service performance of electricity retail suppliers

25 A Retailer customer service performance 2008/09 to 2012/13 In Tables A2 through to A18 retail suppliers who ceased operation prior to 2012/13 are not listed. However, their figures are included in the industry totals for the years in which they operated. Table A.1 Small retail customer numbers in NSW as at 30 June 2013 Electricity Retail Suppliers Residential Non- Residential ActewAGL Retail Ltd 25, AGL Sales Pty Ltd 633,913 54,390 Powerdirect Pty Ltd 7,992 20,750 Origin Energy Electricity Limited 1,203, ,887 EnergyAustralia 947, ,998 Australian Power and Gas Pty Ltd 74,009 1 Lumo Energy (NSW) Pty Ltd 37, Momentum Energy Pty Limited 2,053 5,175 Red Energy Pty Ltd 34,414 1,571 Dodo Power and Gas Pty Ltd 15,942 - Sanctuary Energy Pty Ltd 4, Simply Energy Pty Ltd - 88 Diamond Energy 3 - GoEnergy 2 - Qenergy 346 1,749 Click Energy 1,398 3 TOTAL 2,989, ,810 Note: The following retail suppliers are not included in Table A.1 because they have no residential or nonresidential small retail customers: Aurora Energy Pty Ltd, Delta Electricity, AGL Sales (Queensland Electricty), EnergyAustralia Yallourn, Actew Energy Ltd, Cogent Energy Pty Ltd, ERM Power Retail Pty Ltd, Infigen Energy Markets Pty Ltd, Tarong Energy Corporation, Essential Energy, Ausgrid, Endeavour Energy, Stanwell Corporation Ltd, Sun Retail Pty Ltd, and Progressive Green Pty Ltd. Customer service performance of electricity retail suppliers IPART 21

26 Table A.2 Percentage of residential small retail customers disconnected 2008/ / / / /13 ActewAGL Retail Ltd 0.64% 0.51% 0.31% 0.77% 0.11% AGL Sales Pty Ltd 1.06% 0.57% 0.82% 1.38% 1.72% Aurora Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Powerdirect Pty Ltd 0.01% 0.11% 0.32% 0.25% 0.64% Origin Energy Electricity Limited 0.55% 0.49% 0.73% 0.71% 0.55% EnergyAustralia 0.62% 0.61% 0.47% 0.56% 0.57% Australian Power and Gas Pty Ltd 6.51% 1.39% 0.18% 1.16% 1.49% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.45% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.29% Red Energy Pty Ltd 0.00% 0.00% 0.73% 1.77% 1.53% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.02% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.03% 0.04% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.87% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 0.64% 0.55% 0.64% 0.80% 0.83% Table A.3 Percentage non-residential small retail customers disconnected 2008/ / / / /13 ActewAGL Retail Ltd 0.32% 0.00% 0.41% 0.13% 0.11% AGL Sales Pty Ltd 1.08% 0.69% 0.98% 0.94% 2.15% Powerdirect Pty Ltd 0.10% 0.44% 0.50% 0.17% 0.39% Origin Energy Electricity Limited 0.40% 0.41% 0.61% 0.52% 0.39% EnergyAustralia 0.64% 0.64% 0.63% 0.67% 0.89% Australian Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 2.66% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.19% Red Energy Pty Ltd 0.00% 0.00% 0.00% 0.60% 0.32% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 1.75% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.63% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 0.54% 0.53% 0.65% 0.61% 0.85% 22 IPART Customer service performance of electricity retail suppliers

27 Table A.4 Customers on payment plans prior to disconnection as percentage of residential small retail customers disconnected 2008/ / / / /13 ActewAGL Retail Ltd 81.91% 72.28% 70.67% 39.11% 17.86% AGL Sales Pty Ltd 35.33% 32.46% 45.51% 36.83% 20.26% Powerdirect Pty Ltd 0.00% 0.00% 0.00% 12.50% 0.00% Origin Energy Electricity Limited 36.20% 39.33% 44.94% 52.62% 30.31% EnergyAustralia 18.96% 16.81% 15.84% 17.37% 17.92% Australian Power and Gas Pty Ltd 11.50% 37.50% 25.40% 18.77% 29.98% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 19.05% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.00% Red Energy Pty Ltd 0.00% 0.00% 22.39% 29.84% 29.09% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% % Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% % 50.00% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 29.52% 28.76% 37.18% 37.44% 23.02% Table A.5 Residential customers receiving the low income energy rebate prior to disconnection as a percentage of residential customer disconnections 2008/ / / / /13 ActewAGL Retail Ltd 22.34% 23.76% 21.33% 40.10% 35.71% AGL Sales Pty Ltd 12.16% 7.17% 12.18% 14.60% 25.85% Powerdirect Pty Ltd 0.00% 0.00% 10.53% 37.50% 27.45% Origin Energy Electricity Limited 11.78% 14.56% 19.79% 25.66% 27.58% EnergyAustralia 13.40% 16.16% 19.25% 22.15% 22.66% Australian Power and Gas Pty Ltd 18.58% 18.75% 22.22% 30.38% 24.46% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 9.52% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.00% Red Energy Pty Ltd 0.00% 0.00% 47.01% 36.65% 42.21% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 66.67% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 14.64% 14.18% 18.47% 21.82% 25.80% Customer service performance of electricity retail suppliers IPART 23

28 Table A.6 Percentage of residential customers disconnected that were disconnected more than once in the same year at the same address 2008/ / / / /13 ActewAGL Retail Ltd 6.38% 19.80% 4.00% 8.42% 0.00% AGL Sales Pty Ltd 8.35% 3.58% 7.45% 10.02% 11.48% Powerdirect Pty Ltd % 14.29% 0.00% 0.00% 0.00% Origin Energy Electricity Limited 8.79% 8.58% 9.43% 8.88% 6.46% EnergyAustralia 7.24% 8.07% 5.97% 5.67% 2.22% Australian Power and Gas Pty Ltd 12.39% 31.25% 3.17% 4.04% 7.70% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 2.38% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% % Red Energy Pty Ltd 0.00% 0.00% 2.24% 10.65% 10.27% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% % Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 7.94% 7.76% 8.05% 8.37% 7.86% Table A.7 Percentage residential small retail customers disconnected whose supply was reconnected at the same address 2008/ / / / /13 ActewAGL Retail Ltd 65.96% 53.47% 49.33% 43.07% 32.14% AGL Sales Pty Ltd 17.45% 21.76% 45.75% 51.90% 46.25% Powerdirect Pty Ltd % 0.00% 21.05% 56.25% 47.06% Origin Energy Electricity Limited 42.40% 46.65% 63.94% 64.71% 46.01% EnergyAustralia 63.48% 72.94% 67.93% 65.64% 62.50% Australian Power and Gas Pty Ltd 49.56% 46.88% 39.68% 51.37% 42.03% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 25.60% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 50.00% Red Energy Pty Ltd 0.00% 0.00% 46.27% 33.68% 26.43% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 33.33% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% % % Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 33.33% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 45.72% 53.89% 61.41% 59.38% 48.96% 24 IPART Customer service performance of electricity retail suppliers

29 Table A.8 Percentage non-residential small retail customers disconnected and reconnected at the same address 2008/ / / / /13 ActewAGL Retail Ltd % 0.00% 0.00% 0.00% 0.00% AGL Sales Pty Ltd 3.53% 10.22% 14.02% 27.73% 25.11% Powerdirect Pty Ltd 0.00% 3.85% 9.09% 18.92% 18.75% Origin Energy Electricity Limited 33.57% 42.42% 40.89% 0.00% 47.34% EnergyAustralia 38.75% 55.58% 45.68% 49.04% 45.72% Australian Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 40.00% Red Energy Pty Ltd 0.00% 0.00% 0.00% 50.00% 0.00% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% % Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 9.09% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 31.53% 44.33% 37.32% 26.70% 36.00% Table A.9 Percentage residential small retail customers using instalment plans 2008/ / / / /13 ActewAGL Retail Ltd 2.99% 4.30% 5.49% 3.50% 5.46% AGL Sales Pty Ltd 0.23% 0.80% 0.64% 0.75% 0.69% Powerdirect Pty Ltd 0.53% 0.45% 0.46% 0.35% 0.15% Origin Energy Electricity Limited 5.58% 6.19% 5.79% 6.22% 4.94% EnergyAustralia 1.27% 1.45% 1.61% 1.73% 2.63% Australian Power and Gas Pty Ltd 1.67% 0.39% 0.89% 2.31% 4.11% Lumo Energy (NSW) Pty Ltd 0.00% 0.22% 0.00% 1.00% 2.10% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 2.83% Red Energy Pty Ltd 0.00% 0.30% 2.95% 3.95% 4.73% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.05% 0.65% Sanctuary Energy Pty Ltd 0.00% 0.00% 1.48% 0.47% 1.50% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 3.32% 3.73% 3.48% 3.48% 3.21% Customer service performance of electricity retail suppliers IPART 25

30 Table A.10 Percentage residential small retail customers using Centrelink s Centrepay 2008/ / / / /13 ActewAGL Retail Ltd 3.31% 3.78% 4.40% 5.43% 5.82% AGL Sales Pty Ltd 1.06% 1.56% 1.43% 1.37% 1.74% Powerdirect Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Origin Energy Electricity Limited 3.86% 4.33% 4.20% 4.48% 3.89% EnergyAustralia 1.29% 2.01% 4.63% 2.31% 2.23% Australian Power and Gas Pty Ltd 1.56% 0.56% 0.82% 2.08% 0.00% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.35% 0.68% 0.70% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.00% Red Energy Pty Ltd 0.00% 0.36% 1.25% 2.19% 2.64% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.05% 0.23% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.03% 0.12% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 2.72% 3.11% 3.90% 3.04% 2.73% Table A.11 Percentage residential small retail customer security deposits held as at 30 June 2008/ / / / /13 ActewAGL Retail Ltd 0.00% 0.00% 0.00% 0.00% 0.00% AGL Sales Pty Ltd 0.12% 1.47% 0.00% 0.00% 0.00% Powerdirect Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Origin Energy Electricity Limited 0.00% 0.00% 3.06% 1.28% 0.00% EnergyAustralia 0.00% 0.00% 5.21% 3.99% 0.31% Australian Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.00% Red Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.03% 0.00% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 4.23% 4.04% 3.31% 1.88% 0.10% 26 IPART Customer service performance of electricity retail suppliers

31 Table A.12 Percentage of residential small retail customer security deposits held for longer than 12 months 2008/ / / / /13 ActewAGL Retail Ltd 0.00% 0.00% 0.00% 0.00% 0.00% AGL Sales Pty Ltd 0.00% 0.81% 0.00% 0.00% 0.00% Powerdirect Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Origin Energy Electricity Limited 0.00% 0.00% 1.93% 0.84% 0.00% EnergyAustralia 0.00% 0.00% 2.95% 2.74% 0.26% Australian Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.00% Red Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 2.08% 1.97% 1.97% 1.27% 0.08% Table A.13 Percentage of non-residential small retail customer security deposits held as at June / / / / /13 ActewAGL Retail Ltd 0.00% 0.00% 0.00% 0.00% 0.00% AGL Sales Pty Ltd 0.00% 1.03% 0.00% 0.00% 0.00% Powerdirect Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Origin Energy Electricity Limited 0.00% 0.00% 11.74% 5.61% 0.00% EnergyAustralia 0.00% 0.00% 13.72% 11.92% 0.55% Australian Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.00% Red Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 11.62% 10.60% 10.67% 6.69% 0.18% Customer service performance of electricity retail suppliers IPART 27

32 Table A.14 Percentage non-residential small retail customer security deposits held longer than 24 months 2008/ / / / /13 ActewAGL Retail Ltd 0.00% 0.00% 0.00% 0.00% 0.00% AGL Sales Pty Ltd 0.00% 0.07% 0.00% 0.00% 0.00% Powerdirect Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Origin Energy Electricity Limited 0.00% 0.00% 4.66% 2.38% 0.00% EnergyAustralia 0.00% 0.00% 5.66% 5.45% 0.26% Australian Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.00% 0.00% Red Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Sanctuary Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.00% Click Energy 0.00% 0.00% 0.00% 0.00% 0.00% Industry 4.82% 4.15% 4.32% 2.99% 0.09% Table A.15 Percentage of calls abandoned or dropped out 2008/ / / / /13 ActewAGL Retail Ltd 3.48% 4.30% 3.87% 4.05% 3.74% AGL Sales Pty Ltd 5.33% 10.38% 10.56% 3.76% 3.16% Powerdirect Pty Ltd 4.89% 3.93% 5.02% 7.45% 13.49% Origin Energy Electricity Limited 4.38% 5.00% 3.70% 6.80% 5.80% EnergyAustralia 7.49% 5.60% 3.26% 4.58% 10.56% Australian Power and Gas Pty Ltd 1.28% 2.18% 4.21% 2.14% 2.50% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 3.54% 6.25% 5.65% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 2.58% 0.84% Red Energy Pty Ltd 6.87% 5.85% 12.81% 5.75% 5.74% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 0.62% 1.05% Sanctuary Energy Pty Ltd 2.00% 0.82% 2.23% 4.53% 4.53% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 12.60% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 1.46% Click Energy 0.00% 0.00% 0.00% 0.00% 4.24% Industry 5.74% 6.15% 4.82% 5.12% 6.34% 28 IPART Customer service performance of electricity retail suppliers

33 Table A.16 Percentage of calls answered by a human operator within 30 seconds 2008/ / / / /13 ActewAGL Retail Ltd 81.63% 80.00% 82.00% 83.00% 73.26% AGL Sales Pty Ltd 71.24% 55.39% 36.71% 70.32% 70.14% Powerdirect Pty Ltd 82.13% 76.86% 94.98% 59.00% 44.75% Origin Energy Electricity Limited 75.61% 67.97% 71.98% 68.45% 63.32% EnergyAustralia 53.21% 56.63% 64.55% 63.90% 57.20% Australian Power and Gas Pty Ltd 81.51% 76.33% 72.00% 77.01% 46.84% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 73.95% 68.85% 69.82% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 88.14% 76.92% Red Energy Pty Ltd 52.23% 62.83% 42.16% 64.31% 68.04% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 91.97% 87.68% Sanctuary Energy Pty Ltd 96.96% 99.01% 95.21% 90.33% 77.29% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 43.97% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 89.02% Click Energy 0.00% 0.00% 0.00% 0.00% 58.61% Industry 67.34% 62.32% 63.70% 68.53% 63.75% Table A.17 Percentage of complaints from small retail customers about retail supply matters 2008/ / / / /13 ActewAGL Retail Ltd 1.07% 1.57% 0.74% 1.00% 1.03% AGL Sales Pty Ltd 1.10% 2.56% 2.96% 3.30% 5.72% Powerdirect Pty Ltd 2.02% 1.32% 0.29% 0.34% 0.38% Origin Energy Electricity Limited 0.47% 0.69% 1.05% 1.32% 1.64% EnergyAustralia 0.11% 0.14% 0.29% 0.71% 1.46% Australian Power and Gas Pty Ltd 1.27% 2.25% 0.52% 0.45% 2.36% Lumo Energy (NSW) Pty Ltd 0.00% 0.00% 6.84% 9.31% 12.63% Momentum Energy Pty Limited 0.00% 0.00% 0.00% 0.19% 7.43% Red Energy Pty Ltd 0.00% 2.14% 2.25% 4.61% 4.27% Dodo Power and Gas Pty Ltd 0.00% 0.00% 0.00% 19.61% 36.37% Sanctuary Energy Pty Ltd 0.68% 1.50% 2.91% 3.43% 3.21% Simply Energy Pty Ltd 0.00% 0.00% 0.00% 0.00% 0.00% Diamond Energy 0.00% 0.00% 0.00% 0.00% 0.00% GoEnergy 0.00% 0.00% 0.00% 0.00% 0.00% Qenergy 0.00% 0.00% 0.00% 0.00% 0.48% Click Energy 0.00% 0.00% 0.00% 0.00% 0.36% Industry 0.42% 0.70% 1.03% 1.58% 2.77% Customer service performance of electricity retail suppliers IPART 29

34 B Notes and Definitions B.1 Customers Customer means the person in whose name an electricity account is held under one supply contract. Small retail customer means a customer whose electricity consumption in NSW is no more than 160 megawatt hours per annum. Residential small retail customer means a small retail customer who uses their premises primarily for residential purposes. Non-residential small retail customer means a small retail customer who uses their premises primarily for non-residential purposes. The customer statistics collected here are used in conjunction with the other statistics in this schedule to derive operating measures (eg, percentages). The customer numbers are not published without the Licence Holder s permission. B.2 Telephone service for account inquiries Only retail suppliers who supplied small retail customers during the period are asked to report on their telephone service for account inquiries. The resulting measures that may be used in IPART s performance report are: Percentage of calls answered within 30 seconds. Percentage of calls that dropped out or were abandoned by the caller. These measures are based upon a guaranteed customer service standard established under clause 40 and Schedule 2, Part 2, clause 10(2) of the Electricity Supply (General) Regulation A supply contract between a retail supplier and a small retail customer must require a supplier to provide a telephone service that operates during business hours on which a person can be connected for not more than the price of a local telephone call and that can receive notice of, and give information concerning, customers bills and customer connection services arranged by the supplier. An automated answering service satisfies this requirement only if it makes provision for the transfer of calls to a human operator. 30 IPART Customer service performance of electricity retail suppliers