Customer experience & service performance
Why we share these reports
We want to provide safe, reliable, and helpful electricity services.
To do that, we need to hear from you to understand your experience with us. We also want to show you how we’re performing, and where we’re working to improve.
Our Customer Experience and Service Performance Report brings together customer feedback and service performance results in one place.
How we collect feedback
Through our Voice of the Customer surveys, we ask about:
- Your experience with our services
- How much you trust us to do the right thing for customers and communities
- Your experience when you contact us, such as during a power outage or for a new electricity connection.
Why this matters
Your feedback helps us:
- Improve the services you use
- Understand what's working well and what needs improvement
- Focus on the things that matter most to customers
- Make sure your voice shapes our plans and priorities.
What customers asked for
During discussions about our 2025–30 regulatory determination1, customers told us that they wanted:
- Clear and open reporting
- Honest information about customer experience and service performance
- Updates on important service areas, such as power outages, new electricity connections, customer service and support.
Our quarterly report
Every three months, we publish a Customer Experience and Service Performance Report.
The report brings together two types of information:
- What customers tell us — customer feedback helps us understand what matters most to customers, what we're doing well and where we can do better
- How we're performing — service performance results show how we're delivering our services, including key measures that track how well we're meeting customer needs.
Together, these results help you see what customers are telling us and how we're responding.
Read the report
- January–March 2026 Customer Experience and Service Performance Report (PDF 1.8 mb)
- October–December 2025 Customer Experience and Service Performance Report (PDF 10.9 mb)
- July–September 2025 Customer Experience and Service Performance Report (PDF 10.4 mb).
Below is a quick snapshot from the report:
Want to know more?
You can learn more about the regulatory determination process, the Australian Energy Regulator's decisions and how customer feedback helped shape our plans on the Australian Energy Regulator website.
We want to hear from you
If you have feedback about our Customer Experience and Service Performance Report, please email us at customeradvocacy@energyq.com.au
Footnotes
- You can read more on the 2025-30 regulatory determination on the AER website.