Origin is in the process of making major changes to the way it does business, particularly in customer service.

In a bid to better understand Australian bill payer needs, Origin undertook research with Galaxy and found 83 per cent of bill payers don't think their energy retailer provided good customer service and are frustrated with practices such as exit fees, door knocking and cold calling. 

Other findings from the Galaxy research include that 50 per cent of bill payers say there are poor choices available for what is an essential service; and 88 per cent are frustrated when dealing with electricity retailers - mostly because of unnecessary fees and charges (61 per cent), hidden fees and charges (55 per cent), and lengthy on hold time (53 per cent).

Origin said it is making “industry-first changes” in abandoning exit fees, ending door knocking and cold calling, extending call centre hours and enabling flexible payment options.

To discover what consumers think of their energy retailers, and to better understand bill-payer needs, its community service hub will set up shop in Thornleigh on Newton on Thursday and Friday next week, May 8-9.

In conjunction with the customer service hub visit, Origin and the BDN are running a competition where one lucky reader as well as a community group or business can win an energy use audit of their home or premises as well as $1000 to go towards energy efficiency measures.

Simply fill out the coupon published in the BDN on Tuesday and Friday this week and drop it in before 3pm Monday for your chance to win.