A Victorian gas company has been rated highest for customer satisfaction in a Canstar Blue survey.

Lumo energy rated highest by consumers in Victoria in Canstar Blue’s 2015 natural gas customer satisfaction review. This is the second year in a row they have won the title.

Based on a survey of 1,340 bill-payers in the state, Lumo beat six other major retailers for overall customer satisfaction, as well as customer service, billing clarity and payment plan options.

The Canstar Blue’s survey also found that one-in-three households would like to leave their current energy provider.

“Victoria is a fierce battleground for the energy retailers,” said Head of Canstar Blue, Megan Doyle.

“They are aggressively competing for every new customer and will be desperate not to lose any existing ones. You can’t have failed to notice the advertising campaigns from retailers trying to attract the attention of consumers. But whether or not they’re paying attention is another matter.

“This is good news for consumers, though, who shouldn’t be afraid to play hardball with their retailers over improved terms. If you’re not sure about the type of contract you’re on and the rate you’re paying, find out and push for a better deal. And if you feel like you’re not being heard, look around for other options – you’ll find more than 20 other retailers wanting your business.”

The survey found that 36 per cent of bill-payers in Victoria would like to switch gas providers, but are put off because they believe the process is too daunting or they simply can’t find the time. This compares to 32 per in Queensland, 34 per cent in South Australia and 38 per cent in New South Wales.

Jessica Dickers

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