Customer hardship calls benchmarking research 2013

Special report
Release date: 
26 November 2013


The AER commissioned Customer Service Benchmarking Australia (CSBA) to undertake a ‘mystery shopper’ market research project to assess the experience of customers who contact their retailers about difficulty paying their bill.

CSBA ‘mystery shopped’ nine energy retailers in Tasmania, the ACT and South Australia (the three jurisdictions that had commenced the National Energy Retail Law by 30 June 2013) over a six week period between July and September 2013.

This report on the research findings has been prepared by CSBA for the AER. A summary of key findings is published in the AER’s annual report on the performance of the retail energy market, 2012-13.