With the wave of change in energy services technology and retail market regulation, successful energy retailers and new players will be those that evolve to excel at customer understanding and service excellence.
The race for residential and small business energy customers in Australia has been running since 2001. Full retail competition, the energy industry structure has changed with the emergence of energy retailer companies and separate network utilities. Retail energy markets have developed at different rates and the degree of effective retail competition varies between jurisdictions and between electricity and gas markets.
Up until now, energy retailers have largely competed for customers by differentiating their electricity and gas offers to meet different customer preferences. This includes offering different tariff structures, discounts, contract terms, fees, incentives and GreenPower options.
© 2018 KPMG, an Australian partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.