Origin Energy is refunding over $270,000 to customers after a consumer watchdog investigation.
The Australian Competition and Consumer Commission (ACCC) says it was concerned about Origin claiming customers would save money on its ‘Ongoing Saver’ plan compared to its ‘Basic’ plan.
As highlighted by a CHOICE designated complaint to the watchdog, some Origin customers were actually charged more under the ‘Ongoing Saver’ plan, despite its name and the energy retailer claiming an ‘ongoing lower rate that you don’t need to renew’.
As a result of the ACCC’s investigation, Origin has agreed to hand money back to over 4,500 affected customers.
“We sincerely apologise to customers impacted by this mistake,” an Origin spokesperson said.
“We have since made improvements and are in the process of refunding these customers an average amount of around $60.”
In addition to the refund, Origin will discontinue its ‘Ongoing Saver’ plan and has promised not to to use plan names that suggest savings unless they are built into the plan.
Electricity retailers that claim or suggest savings for consumers…must ensure that the savings are actually delivered
Anna Brakey, Australian Competition and Consumer Commission (ACCC)
ACCC Commissioner Anna Brakey says the complexity of energy plans makes it difficult for consumers to assess potential savings and providers must provide clear and accurate information so people can make informed decisions.
“Electricity retailers that claim or suggest savings for consumers on their plans, including in the name of the plan, must ensure that the savings are actually delivered to customers for the life of the plan,” Brakey says.
In 2024, CHOICE was one of three organisations given the power to make a designated complaint, a special yearly submission the ACCC is obliged to investigate.
CHOICE’s first designated complaint in May 2025 consisted of confusing and misleading practices in the energy sector.
Director of Campaigns and Communications at CHOICE Andy Kelly says he welcomes the outcome of the ACCC investigation and is pleased affected consumers will receive compensation.
“With so many households struggling to get by, consumers should be able to trust promises about savings or value made by energy companies,” Kelly says.
CHOICE’s designated complaint highlighted four bills from Origin customers on the Ongoing Saver plan who could have saved by switching to another plan.
With so many households struggling to get by, consumers should be able to trust promises about savings or value made by energy companies
Andy Kelly, CHOICE
Kellys says the plans degraded in value for customers over time, an example of the “loyalty penalty” where they may pay more if they stay with the same plan or retailer.
“The unfairness of the loyalty penalty rife in the energy market cannot be ignored. CHOICE is calling on the government to introduce a new energy consumer duty, which would require retailers to deliver fair outcomes for consumers.’
A duty would be a principles-based commitment to act in consumers’ interest, as opposed to rules in which companies can find loopholes.
For example, energy retailers are required to provide a “Better Offer” message on bills, letting consumers know if a cheaper plan is available.
While this rule was meant to serve consumer interests, CHOICE’s designated complaint found retailers had listed plans under the “Better Offer” message that did not appear to be available, or that a customer may have not been eligible for.
Plans under the “Better Offer” message even had an identical name to their existing plan, but with a different price, a misleading practice that CHOICE estimates could cost Australian consumers around $65 million in savings a year.
In a petition to the federal government, CHOICE is calling for a new energy consumer duty that requires retailers to act fairly, communicate clearly and ensure products and services actually meet consumer needs, rather than acting in bad faith while seemingly following the rules.
For Origin customers who may be owed a refund, the ACCC has issued a warning about scammers claiming to be from Origin. The watchdog says communications from Origin will not ask for credit card or banking details.
If in doubt, the ACCC says customers should contact Origin through an independently-sourced number or email address.
James is a Master of Journalism student from the University of Melbourne. He has published in Cosmos, The Citizen, and has created podcast series for We Are Explorers and Protect Our Winters Australia. James has a particular interest reporting on science, environmental and social issues, and was a recipient of a JEERA Ossie Award for his journalism. LinkedIn
James is a Master of Journalism student from the University of Melbourne. He has published in Cosmos, The Citizen, and has created podcast series for We Are Explorers and Protect Our Winters Australia. James has a particular interest reporting on science, environmental and social issues, and was a recipient of a JEERA Ossie Award for his journalism. LinkedIn
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