Hide message
EnergyAustralia has apologised to its customers following a failure to communicate correct electricity pricing information between June and September 2022, to some of its residential and small business customers.
EnergyAustralia failed to correctly state the lowest possible price in customer communications and on its website, and incorrectly communicated the difference between the reference price and lowest price on its website. In doing so, EnergyAustralia has received a penalty from the ACCC of $14million and agreed to undertake measures to improve compliance.
Mark Collette, Managing Director of EnergyAustralia today said: “We acknowledge this $14 million penalty reflects the seriousness of the failure in our duty to provide clear and accurate information to customers. We are sincerely sorry.
“Once we became aware of the issue, we took immediate action. We sought to contact every customer impacted by this issue, as well as reviewed our pricing processes and customer communication. We have made significant improvements to our governance. We are continually investing in systems to uplift our customers’ experience. We are also working with our teams to ensure that we identify any issues and rectify them as quickly as possible.
“Our customers need the right information to manage their energy bills. We recognise that with the rising cost of living impacting everyone, we must get the right information to our customers. We know customers need to be able to easily compare electricity offers so they can make informed decisions and choose the right plan that works for them.”
“Any customer with remaining concerns can contact our dedicated customer care team, who are ready to assist at any time,” said Mr Collette.
Media contact:
mediarelations@energyaustralia.com.au