EnergyAustralia to pay $179 to thousands in one state – here’s why
EnergyAustralia will have to pay out $1.2 million to over 6,000 customers in Victoria after failing to tell them about the support available for paying their bills.
The Essential Services Commission (ESC) says that EnergyAustralia customers who were struggling to pay their energy bills probably missed out on available concessions and grants, which only added to their debt.
The "alleged conduct" took place between 4 December 2019 and 9 August 2024.
As a result, EnergyAustralia will be paying affected customers $179 each as part of the remediation package.
How did EnergyAustralia break the rules?
As per energy rules in VIC, retailers are obligated to provide customers assistance if they're unable to pay their bills on time.
"This outcome prioritises consumers by delivering direct benefit to affected customers. It also holds EnergyAustralia accountable for meeting its obligations to customers in payment difficulty," ESC chairperson and commissioner, Gerard Brody, said in a statement.
It's disappointing that a company as large as EnergyAustralia has failed its customers. We expect businesses of this size to have robust systems in place to ensure this doesn't happen.
Haven't compared energy plans in over 12 months?
There's a good chance you're missing out on a cheaper deal.
Know your rights so that energy retailers are held accountable
As mentioned earlier, energy retailers are required to give you all the options if you're facing financial hardship.
They should also let you know about any rebates or concessions you're eligible for.
Under new rules coming into effect in October 2026, retailers will have to automatically move customers to their cheapest plan if they're on payment difficulty support, or if they've been in debt for more than 3 months and owe over $1,000.
Until then, though, here's what you can do:
- Check your latest energy bill to see if your retailer has included a message about a cheaper offer. They're required to show this information, but many of us don't check our bills and miss out on potential savings.
- Make it a point to compare energy plans every 6-12 months to see if you're on the cheapest plan available. If you find a cheaper deal, you can either switch or use the knowledge to negotiate a better deal with your existing provider.
- Many of us tend to stick with AGL, EnergyAustralia, or Origin Energy - the three biggest energy retailers in the country. But EnergyAustralia was recently found to have breached consumer protections. Smaller retailers can often offer similar services at a lower cost, so don't write them off.
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