WA Energy Retailer performance 2015/16

Customer Service and Protection

Feb 02
WA Energy Retailer performance 2015/16

On 30 January 2017, the Economic Regulation Authority (ERA) published it’s annual report on the performance of energy retailers.

Additional electricity retailers entered the market in 2015/16; AER Retail, Kleenheat and Amanda Energy.  However, the small-use customer (under 50MWh of electricity pa) market is 100% owned by Synergy and although the market above this 50 MWh volume is contestable, Synergy still services 96.9% of business customers.

The retail gas market is dominated by Alinta (87.4% of the residential market and 82.7% of business customers) and Kleenheat (12.5% of the residential market and 15.4% of business customers).  Alinta has consistently lost share to Kleenheat since it entered the market in 2012/13.

  • Disconnections – Overall residential electricity disconnections are the lowest in Australia (0.96 per 100 customers) and residential gas disconnections are the highest in Australia (2.38 per 100 customers).
  • Time to pay – Retail customer requests for additional time to pay their retail electricity bills has increased from 9.4% (2014/15) to 11% (2015/16) with an increase from 10.1% to 14.2% for residential gas customers.
  • Complaints – remain at low levels, 0.24 per 100 residential electricity customers and 0.27 per 100 residential gas customers.
  • Call centres – the percentage of call answered within 30 seconds reduced for Synergy (electricity) from 82.4% in 2014/15 to 75% in 2015/16, for Alinta (gas) performance improved from 81.6% to 86.1% in 2015/16 and for Kleenheat (gas) performance reduced from 76.6% in 2014/15 to 72.6% in 2015/16.  The average duration before calls were answered was 35 secs for Synergy, 22 secs for Alinta and 25 secs for Kleenheat.  The percentage of calls going unanswered increased for Synergy (1.5%  in 2014/15 to 2.2% in 2015/16 – a reduction in performance) and decreased for Kleenheat (2.9% in 2014/15 to 2.6% in 2.15/16) and Alinta (2.3% in 2014/15 to 1.5% in 2015/16).