Table available offers in Energy Made Easy as at 30 June 2016 Jurisdiction Fuel type Residential Small business Queensland Electricity (2 distribution zones) 120 Market 51 Standard 16 Regulated 85 Market 47 Standard 30 Regulated Gas (2 distribution zones) 18 Market 6 Standard 18 Market 6 Standard New South Wales Electricity (3 distribution zones) 757 Market 372 Standard 661 Market 346 Standard 2 Regulated Gas (6 distribution zones) 70 Market 15 Standard 10 Regulated 69 Market 13 Standard 10 Regulated Dual 21 Market Australia Electricity (1 distribution zone) 95 Market 51 Standard 16 Regulated 128 Market 47 Standard 30 Regulated Gas (1 distribution zone) 23 Market 9 Standard 26 Market 7 Standard Dual 17 Market 2 Standing 4 Market Tasmania Electricity (1 distribution zone) 2 Regulated 10 Market 5 Standard 2 Regulated ACT Electricity (1 distribution zone) 48 Market 15 Standard 30 Market 17 Standard Gas (1 distribution zone) 4 Market 3 Standard 6 Market 3 Standard Dual 16 Market Figure 1.5: Electricity customer switching jurisdiction Figure 1.6: Gas customer switching rates—by jurisdiction The declining or flat rates of customer switching suggest that energy retailers may be shifting their focus away from customer acquisition and towards customer retention. This continues the trend from 2014–15.
Table calls to retailers in 2015–16, with percentage of calls answered in 30 seconds, average wait time and percentage of calls abandoned before being answered Retailer Calls taken in 30 secs (%) Average wait time (secs) Calls before being answered (%) 1st Energy 95% N/A 0 N/A 5% N/A ActewAGL 70% ▼1% 191 ▲33.8 4% 0% AGL 84% ▼2% 28 ▲11.0 2% 0% Alinta Energy 79% ▲2% 67 ▲30.8 3% ▲1% Aurora Energy 74% ▲2% 40 ▼5.5 3% 0% BlueNRG 75% ▼25% – – 7% ▲3% Click Energy 69% ▼5% 45 ▼4.8 3% ▲1% 88% ▼5% 19 ▲15.5 5% 0% Diamond Energy 100% 0% 0 – 0% 0% EnergyAustralia 77% ▼15% 31 ▲21.5 2% 0% Enova Energy 86% N/A 4 N/A 5% N/A Ergon Energy Queensland 51% N/A 120 N/A 7% N/A ERM Power Retail 97% ▲2% 0 ▼11.8 1% ▼5% Locality Planning Energy 80% N/A 18 N/A 5% N/A Lumo Energy 84% ▼2% 19 0.0 1% 0% M2 Energy 88% ▲9% 26 ▲6.3 Metered Energy Holdings 100% N/A 0 N/A N/A Mojo Power 81% N/A 9 N/A N/A Momentum Energy 84% ▲8% 35 ▼74.5 1% ▼2% Next Business Energy 92% ▼1% 0 ▼11.6 0% 0% Origin Energy 53% ▼6% 139 ▲61.5 12% ▲2% Pacific Hydro Retail 98% ▲1% 5 1.0 2% ▼1% Pooled Energy 91% ▼5% 8 0.0 4% 0% Powerdirect 89% ▲9% 13 ▼19.9 1% ▼1%
Lumo Energy 2 314 279 ▲14 12% M2 Energy 384 64 ▼5 17% Metered Energy Holdings 1 347 N/A - N/A Momentum Energy 2 6 ▲4 300% Origin Energy 197 878 2 058 ▼770 1% Powerdirect 709 285 ▲42 40% QEnergy 87 50 ▼41 57% Sanctuary Energy 95 190 ▼81 200% Simply Energy 90 17 0 19% Total Qld 225 209 5372 ▼1 791 2% South Australia AGL 17 159 ▼19 430 1 767 ▼387 10% Alinta Energy 1 428 ▲691 314 ▼63 22% Click Energy 4 N/A 3 ▲3 75% Diamond Energy 6 ▼6 1 ▼1 17% EnergyAustralia 3 328 ▼3 438 932 ▼465 28% ERM Power Retail 23 ▲7 4 ▲4 17% Lumo Energy 1 877 ▼58 285 ▼28 15% M2 Energy 240 ▲112 34 ▼4 14% Momentum Energy 105 ▼259 68 ▼23 65% Origin Energy 85 217 ▲36 228 1 548 ▼554 2% Pacific Hydro 1 N/A 0 0 0% Powerdirect 585 ▼1869 271 ▼11 46% QEnergy 7 ▼1 4 ▼2 57% Red Energy 82 ▼9 19 1 23% Sanctuary Energy 37 ▼18 34 ▼4 92% Savant Energy Networks 14 N/A 0 0 0% Simply Energy 3 593 ▲478 749 ▼112 21% Total SA 113 706 ▲12 447 6 033 ▼1646 5% ACT ActewAGL 5 583 2 034 589 ▼370 11% EnergyAustralia 118 ▼151 33 ▼38 28% ERM Power Retail 1 ▲1 0 0 0% Origin Energy 4 919 ▲4 008 41 ▲26 1%
Powerdirect Pty Limited 3 ▼7 0 0 0% Total ACT 10 624 ▲5 885 663 ▼382 6% Tasmania Aurora Energy 8 018 ▼53 107 ▼60 1% ERM Power Retail 5 ▲5 0 0 0% Total Tas 8 023 ▼48 107 ▼60 1% New South Wales 1st Energy 34 N/A <50 - - ActewAGL 1 249 ▲407 165 ▼8 13% AGL 58 065 ▼49 575 3915 ▼2 594 7% Alinta Energy 137 ▲137 <50 – – Blue NRG 36 ▼32 <50 – – Click Energy 290 ▼72 195 ▼78 67% 810 ▼705 129 ▲74 16% Diamond Energy 13 ▼11 <50 – – EnergyAustralia 17 684 ▼11 141 3 498 ▼1351 20% ERM Power Retail 91 ▼75 <50 – – Lumo Energy 2 676 ▼411 521 ▲60 19% M2 Energy 903 ▲36 119 ▼63 13% Momentum Energy 211 ▼305 144 ▼23 68% Next Business Energy 21 ▲21 <50 – – Origin Energy 352 104 ▲145 169 5 330 ▼1561 2% Pooled Energy 13 ▲7 0 0 0% Powerdirect 694 ▼1 865 380 ▲8 55% Powershop 40 ▲39 <50 – – QEnergy 125 ▼3 97 ▼15 78% Red Energy 2 733 ▲372 357 ▲195 13% Sanctuary Energy 151 ▼229 104 ▼158 69% Simply Energy 1 479 ▲147 422 ▲54 29% Total NSW 439 559 ▲81 945 15 376 ▼5 476 3%
2.10: Residential electricity customers disconnected and reconnected by retailers for non-payment in 2015–16 Retailer Disconnections (per 100) Reconnections (% of disconnections) % of reconnections within 7 days Queensland AGL 1.16 – 42% 96% Click Energy 0.65 – 45% 95% Diamond Energy 0.35 – 67% 100% EnergyAustralia 1.76 – 49% 91% Ergon Energy 1.40 – 45% 93% Locality Planning Energy 0.20 – 100% 100% Lumo Energy 2.07 – 40% 100% M2 Energy 0.45 – 22% 81% Metered Energy Holdings 1.98 – 77% 100% Origin Energy 0.33 – 67% 95% Powerdirect 2.21 – 52% 98% QEnergy 1.90 – 28% 100% Sanctuary Energy 0.38 – 71% 80% Simply Energy 0.76 – 42% 80% Total Qld 1.14 50% 94% South Australia AGL South Australia 0.93 ▲0.30 48% 92% Alinta Energy 3.64 ▲1.86 38% 92% Diamond Energy 0.14 N/A 50% 100% EnergyAustralia 1.99 ▲1.44 51% 81% Lumo Energy (SA) 1.91 ▲1.04 20% 100% M2 Energy 0.32 ▲0.21 40% 100% Momentum Energy 1.56 ▲0.41 48% 75% Origin Energy 1.40 ▼0.35 55% 89% Powerdirect 1.24 ▲0.43 41% 94% QEnergy 0.81 ▼5.81 0% N/A Red Energy 1.61 ▲0.53 20% 89% Simply Energy 1.61 ▼0.78 57% 70% Total SA 1.39 ▲0.03 47% 87% ACT
ActewAGL 0.19 ▼0.03 64% 94% EnergyAustralia 1.21 ▲1.10 55% 67% Origin Energy 0.54 N/A 44% 44% Total ACT 0.24 ▲0.03 61% 86% Tasmania Aurora 0.50 ▲0.05 50% 90% New South Wales 1st Energy 0.07 N/A 33% 100% ActewAGL 0.52 ▼0.01 36% 87% AGL 1.36 ▼0.45 38% 95% Click Energy 0.23 ▼0.55 28% 75% 2.11 ▲2.04 31% 81% Diamond Energy 0.67 ▲0.54 42% 100% EnergyAustralia 0.72 ▲0.45 43% 89% Lumo Energy 3.18 ▲2.00 22% 100% M2 Energy 0.52 ▼0.11 27% 88% Momentum Energy 2.31 ▲1.18 40% 91% Next Business Energy 0.59 N/A 100% 100% Origin Energy 0.89 ▼0.31 55% 90% Powerdirect 2.22 ▲1.26 35% 96% Powershop 0.08 N/A 22% 100% QEnergy 2.68 ▼1.32 33% 75% Red Energy 0.69 ▲0.04 29% 71% Sanctuary Energy 0.10 ▼0.19 75% 100% Simply Energy 4.50 ▼1.78 48% 79% Total NSW 0.99 ▼0.07 44% 90% 2.11: Residential gas customers disconnected and reconnected by retailers for non-payment in 2015–16 Retailer Disconnections (per 100) Reconnections (% of disconnections) % of reconnections within 7 days Queensland AGL 1.23 31% 76% Metered Energy Holdings 0.14 75% 100%
Faulty street lights—Country Areas Number of reported street light faults 4 149 Occasions where repairs not completed on or before agreed date (within 10 days) 12 Compensation paid to customers $425 Timeliness of appointments Total number of appointments 30 214 number of appointments with customers where a representative of SAPN is more than 15 minutes late 2 Compensation paid to customers $50 Table A.4: Duration of supply interruptions, 2015–16 (SA Power Networks) System Average Interruption Duration Index (SAIDI) CBD Feeder 2.3 Urban Feeder 97.9 Short Rural Feeder 174.8 Long Rural Feeder 289.4 SAIDI TOTAL 139.0 Percentage contribution of planned interruptions to state-wide SAIDI 36% Number of customers who experienced a supply interruption greater than 12 hours but less than or equal to 15 hours 2 964 Compensation paid to customers who experienced a supply interruption greater than 12 hours but less than or equal to 15 hours $294 600 Number of customers who experienced a supply interruption greater than 15 hours but less than or equal to 18 hours 3630 Compensation paid to customers who experienced a supply interruption greater than 15 hours but less than or equal to 18 hours $544 500 Number of customers who experienced a supply interruption greater than 18 hours but less than or equal to 24 hours 3051 Compensation paid to customers who experienced a supply interruption greater than 18 hours but less than or equal to 24 hours $610 200 Number of customers who experienced a supply interruption greater than 24 hours 1 049 Compensation paid to customers who experienced a supply interruption greater than 24 hours $424 845 amounts paid to customers for duration of supply interruptions exceeding the threshold amount $1 905 605