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EnergyAustralia sells electricity to over 1.4 million households, or under 15% of Australia's residential customers, according to 2021-22 figures. It joined the Australian market in 1995 and claims to deliver simple, more affordable energy.
EnergyAustralia is one of the few energy retailers that has carbon neutral status for its organisation, but this doesn't mean its energy production is carbon neutral.
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EnergyAustralia was established in 1995 currently. It is a foreign owned entity primarily owned by CLP Holdings in Hong Kong, with its head office and call centre in Melbourne.
The company owns and operates coal, gas, solar and wind energy. It operates two large coal fired power stations and a gas-fired power plan in New South Wales.
EnergyAustralia is one of the few carbon neutral power companies in Australia, however this is purely one of their products where customers can choose to "Go Neutral", not their organisation.
Contact details for Energy Australia
Which states does EnergyAustralia supply?
EnergyAustralia is available in Queensland, New South Wales, Victoria, South Australia and ACT.
CHOICE Expert Rating on EnergyAustralia
CHOICE Expert Rating: 51%
Green electricity score: 14%
Complaints score: 98%
Call response score: 53%
CHOICE verdict on EnergyAustralia
Environmental
- EnergyAustralia is the second biggest carbon polluter in Australia, according to the Green Electricity Guide.
- After earning a green electricity score of 6 out of 10 stars in 2019-20, Energy Australia dropped to 1.5 stars our 2020-21 survey.
- Although it invested heavily in renewables in 2017, it has the least ambitious decarbonisation goals of Australia's 'big 3' energy providers.
- It mines coal as well as burning it, and plans to burn coal until 2040.
- EnergyAustralia offers carbon offsets.
- One of its products is carbon neutral (but not the organisation).
Customer service
- 21,912 (or 1.6%) of EnergyAustralia's customers lodged complaints against the company in 2021-22.
- 53% of calls made to EnergyAustralia are answered within 30 seconds.
- Some callers are left waiting longer – the average wait time is 308 seconds.
- 12.4% of callers hang up before their call is answered.
EnergyAustralia's energy sources
Sources were not transparent during our 2020-21 survey. Figures below are from our 2019-20 survey.
Coal: 58%
Gas: 32%
Wind: 10%
Green Electricity score
This score is based on the company's Green Electricity Guide star rating.
Complaints score
This score is based on the number of complaints measured as a proportion against the number of customers. The higher the percentage, the better. Data via the Australian Energy Regulator – updated annually.
Call response score
This score is based on how likely the retailer is to answer a call within 30 seconds. The higher the percentage, the better. Data via the Australian Energy Regulator – updated annually.
December - WorkSafe charges Energy Australia over 2018 death of worker at Yallourn Power Station - WorkSafe has charged Energy Australia with three breaches of the Occupational Health and Safety Act over the 2018 death of Graeme Edwards, who was fatally burnt while working at Yallourn Power Station in Latrobe Valley.
September - EnergyAustralia to close NSW coal power plant early - Workers at the 1400-megawatt Mt Piper plant near Lithgow, NSW, were told on Thursday afternoon that the generator's closure would be brought forward to 2040 at the latest as owner EnergyAustralia steps up its decarbonisation targets and retreats from thermal coal, the heaviest-emitting fossil fuel.
November 2020 - EnergyAustralia penalised $1.5m for failing to protect hardship customers - EnergyAustralia has been ordered to pay $1.5 million in penalties after the Federal Court declared the retailer breached energy laws when it wrongfully disconnected eight customers who were in financial hardship, having failed to extend legal protections to those customers.
October 2020 - Former AEMC chief moves to EnergyAustralia - EnergyAustralia has appointed an experienced energy leader to join the company as Head of Reputation.
August 2020 - EnergyAustralia jumps over hedge, and gets ready to step on the gas - EnergyAustralia, one of the big three energy "gentailers" in Australia, says its profits in the first half of 2020 fell around 20 per cent because of the fall in wholesale prices and the impact of Covid-19, but it is looking to invest up to 1,000MW of new gas fired generation as part of its efforts to support the transition to renewables.
August 2020 - CLP recommits to EnergyAustralia amid 'challenges' - EnergyAustralia's parent company, CLP Group, remains keen to sell down a stake in the business but CEO Richard Lancaster has made it clear any option for an IPO or other transaction is only a long-term one given "challenging" market conditions and COVID-19.
Feb 2020 - EnergyAustralia's profit collapses in 'trying year' for power market - A series of power plant outages, stiff retail competition and the rollout of government caps on household power bills have led to a dramatic 50 per cent cut in EnergyAustralia's profit.
Feb 2020 - EnergyAustralia fined $80,000 for switching customers without consent - EnergyAustralia has been fined $80,000 for switching customers between energy providers without first gaining their consent.
Stock images: Getty, unless otherwise stated.
