Origin Energy is one of Victoria’s three biggest energy retailers.
Key audit results 2018–19
Origin Energy incorrectly calculated some of their recovery of undercharges, meaning greater amounts were recovered from customers than allowed.
The audit also covered some explicit informed consent requirements but did not find any issues.
Recommended actions
We looked into why credits were under-applied and recommended that Origin Energy stop using the billing technology used for calculating the credits so that they do not continue to overcharge customers.
Next steps
We will be following up on Origin Energy’s resolution of issues with their billing technology in the new year and checking whether more customers may have been overcharged.
We continue to closely monitor Origin Energy’s compliance and can take a range of compliance and enforcement actions in response to these audit findings.
Auditor: Protiviti Audit period: 1 January – 31 December 2018 Audit history: This was Origin Energy’s third audit since 2016, which followed up on past audit findings.
