Energy retailing: from bill shock to bill control – can retailers turn customers into energy market participants

Published: Australian Energy Week

What does it take to move customers from reacting to their bills to actively managing their energy use?

As energy markets continue to evolve, retailers are under increasing pressure to improve how they engage with customers. Rising costs, more complex tariffs, and higher expectations mean traditional approaches to billing and communication are no longer enough. Customers want greater visibility, more control, and clearer insight into how their behaviour impacts their energy use.

In the latest issue of Australian Energy Week, this shift is explored in more detail, looking at how retailers can empower customers through better data, smarter tariffs, and automation. Together, these capabilities are helping to move customers from passive bill payers to active participants, able to make more informed decisions about their energy consumption.

As part of the discussion, Gentrack’s Suzanna Michell shares her perspective on how retailers can build trust through transparency and proactive support. This includes providing timely, relevant information, simplifying complex pricing structures, and enabling more personalised customer experiences that reflect individual usage patterns and needs.

Creating this level of engagement is not just about improving customer satisfaction. It also plays a critical role in supporting wider energy system goals, from demand management to more efficient use of resources.

As the industry continues to navigate change, the ability to turn data into meaningful, actionable insight will be key to helping customers take a more active role in managing their energy use.

Read the full article: https://www.energyweek.com.au/article-from-bill-shock-to-bill-control