Why we do research
Our customers are at the heart of everything we do. We aim is to make our services simpler and easier for our customers. Our extensive customer research helps us understand our customers’ needs, experiences, perceptions and behaviours around energy use and interacting with our services. This information allows us to improve our customers’ experience based on informed, data-driven decisions.
We also participate in a number of trials and research projects with other partners. By understanding household electricity and gas practices and patterns, we can accelerate and shape the transition to a net-zero emissions future.
What does this mean for you?
To conduct customer research, we need to contact or talk to you to get your thoughts on important issues. We do this through SMS, email or phone.
Participation is voluntary for all our research projects.
Your gas or electricity retailer (the company you pay your bills to) will share your contact details with us so we can communicate with you about your energy supply, including outages, and get your feedback on our performance. We’re legally obligated to treat your personal information in accordance with relevant Australian Federal Law, including the Privacy Act 1988. For more information about the type of customer information we collect and how we handle it, see Privacy.
What you need to do
If you get an email, SMS or phone call inviting you to participate in one of our surveys or research projects, please check if the project belongs to the list of our current research projects below. If you’re unsure if the invitation is from us, please contact us by:
- email: research@ausnetservices.com.au, or
- phone (during business hours): 1300 360 795.
Our current research initiatives
The table below shows the list of our current research projects and how we’re reaching out to customers. We update this table regularly.
| Research Project | Overview | How we’re contacting customers |
|---|---|---|
| Gas Dormant Customer Survey |
This survey explores our customers’ choices and future plans regarding gas services. The online survey was conducted between January and February 2025. As a next step, we’re scheduling one-on-one interviews in May-June 2025 with customers who expressed interest in sharing more about their experiences. |
Customers who gave consent to participate in the interviews and shared their contact details will receive an email from AusNet to schedule their session. |
| Customer Satisfaction (C-SAT) Monitoring Program | These monthly surveys aim to collect feedback from customers who have experienced power/gas outages, scheduled maintenance, new connections or contacted us for general enquiries or complaints. The results help us monitor trends in customer experience so we can improve our services. |
All customers who interact with AusNet will receive a survey link at the end of our standard communication, sent via email or SMS based on their preference. |
| Summer and Winter Readiness Campaign Evaluation | This is an on-going research project, conducted before and after winter and summer. It helps us measure the effectiveness of our winter and summer communication campaigns, which promote important information about preparing for outages, and energy safety and efficiency messages. | Randomly selected customers will receive an invitation by email. |
| Other Research Projects | We’re also conducting research initiatives using other platforms, such as consumer panels and social media. These projects don’t require us to contact our customers directly. More information on our other research projects. |