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One of Australia’s largest energy retailers has renewed its commitment to improving customer communications, specifically relating to retail and small business customers, following an announcement that the ACCC has commenced legal proceedings against the company. 

EnergyAustralia was named by the ACCC in legal proceedings commenced in the Federal Court regarding compliance with the Competition and Consumer (Industry Code – Electricity Retail) Regulations 2019.

The ACCC 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 said it is committed to ensuring compliance with relevant regulations and will ensure its retail and small business customers are able to easily compare electricity and gas offers and make informed decisions.

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.”

Assistant Editor, Utility magazine

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