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    Customer Satisfaction and Service Performance results

    Why we share these reports

    We want to give you safe, reliable, and helpful electricity services. To do this, we need to understand and report on your experience with us.

    Through our Voice of the Customer survey program, we ask you about:
    • How satisfied you are with our service
    • How much you trust us to do the right thing for customers and communities
    • Your experience when you contact us — for example, during a power outage or for a new electricity connection

    What’s in it for you?

    Your feedback informs our reporting to help:

    • Improve services that matter most
    • Make sure your voice shapes our plans and priorities

    What customers told us

    During our customer discussions for the for the 2025–30 regulatory determination1, you told us that you want:

    • Clear and open reporting
    • Honest results about customer satisfaction
    • Updates on key service areas, such as power outages, new electricity connections, and customer service and support

    Our quarterly Customer Experience and Service Performance Report

    To give you clear and easy-to-read information, we publish a Customer Experience and Service Performance Report every three months.

    This report brings together two important things:

    1. What customers say matters most — such as getting power back on quickly, helpful and friendly support, clear and timely information, and safe and reliable electricity.
    2. Our day to day service results — the real numbers that show how we are performing, including how fast we respond and how well we deliver our service.

    By combining these two parts, the report shows how well we are meeting your expectations, and the service levels you should receive.

    Read the report

    Below is a quick snapshot from the report:

    Energex snapshot showing key customer and service results

    Want to know more?

    You can learn more about the regulatory determination process, our approved allowances by the Australian Energy Regulator (AER), and feedback from customers 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

    1. You can read more on the 2025-30 regulatory determination on the AER website.