Get the service you deserve

Number 1 in customer satisfaction, again.

Our customers value great service. That’s why we have again been rated No. 1 in customer satisfaction, with a customer satisfaction rating of 92%1.

The independent, annual Utility Market Intelligence (UMI) survey asks large customers of major electricity retailers to rate their satisfaction.

And the results are in: customers value service they can rely on.

Billing and account management are again shown to be most important to customer satisfaction. And we get it. That’s why our billing accuracy is 99.9%2 and each customer enjoys a direct line to their dedicated account manager.

But we don’t take the results for granted. We continue to work hard for our customers, to be responsive to your needs, to understand your business, and put your business and energy needs first.

To our customers – thank you. From each of us at Shell Energy.

What every Shell Energy customer can expect

  • Dedicated account manager

    We deliver our customers the service they deserve. That’s why with Shell Energy, you’ll have direct access to your own account manager, who is an expert in the energy industry. No queues, just a single point of contact for the timely help and expert advice you deserve.

  • Accurate, on time billing

    Accurate billing – on time, each time – saves you valuable time. Our billing is 99.9%2 accurate and delivered on time. This means our customers spend an average of 29%3 less time investigating and resolving billing issues. Enjoy accurate billing, on time, with Shell Energy.

  • Quality energy data at your fingertips

    Better manage your energy usage with 24/7 access to your energy data4 and wholesale market insights. Monitor your usage, access your billing, and schedule reports straight to your inbox with our complimentary online portal.

  • Easy onboarding and site transfers

    We offer fast and efficient onboarding, because we know your time is valuable. Sign with us and your account manager will work with you to quickly onboard and validate your sites. And our Operations team will then monitor site transfers daily to minimise delays.

  • Flexibility for business change

    We understand your business needs to be agile, and that circumstances can change. To help, we won’t penalise you if your contracted energy usage increases or decreases during your contract period5. And our ‘roll in and out’ allowance6 lets you easily add or remove sites from your energy contract through your Site Manager on our online portal.

  • Network tariff reviews

    As tariffs and your energy usage changes over time, so can the right tariff for your sites. Our complimentary Network Tariff Optimisation (NTO) program reviews all available tariffs to find cost savings for our customers7. If we find potential savings, we’ll let you know and manage the change with the network operator on your behalf.

  • Wholesale Energy Market reports

    Tap into our expert energy trading team’s analysis of the latest wholesale energy market trends. We produce insightful weekly, monthly and quarterly wholesale energy market reports for our customers, to help you keep your finger on the pulse of the wholesale market.

Big businesses aren’t getting the service they deserve

PwC surveyed over 160 commercial and industrial organisations, asking them what they look for in their energy retailer. Download "Beyond price: What Australian businesses are looking for from their energy retailer" to see what they found.

Download now
Aerial view of green forest

Helping customers reduce their emissions

We're helping customers advance their future-facing goals like zero carbon through a portfolio of products and services that help reduce consumption and emissions. These include energy management solutions, Green Products and Power Purchase Agreements (PPAs) with renewable generators.

Find out more

1 Utility Market Intelligence (UMI) survey of large commercial and industrial electricity customers of major electricity retailers, including ERM Power (now known as Shell Energy) by independent research company NTF Group in 2011-2020.

2 Based on Shell Energy’s quarterly review of billing accuracy for commercial and industrial and multi-site SME electricity customers.

3 PwC research commissioned on behalf of ERM Power (now known as Shell Energy) and conducted in May 2019. The insights were based on a random sample of 163 Commercial and Industrial customers in the Australian National Electricity Market and may not necessarily apply to all business customer situations.

4 Electricity customers only, gas coming in mid 2021.

5 Not applicable for gas customers.

6 Subject to the terms of your contract.

7 Electricity customers only.