BETA has determined that consumers find bills complex and confusing.
Key research questions were posted in 2 online samples involving over 14,000 Australians, including 6 randomised controlled trials.
Bill design simplification
BETA presented several bill design variations. Their findings include:
- The main purpose of energy bills is to enable customers to make a payment.
- None of the alternative designs performed better than the current ‘invoice-style’ table.
- A well-designed and more detailed bill did not reduce comprehension.
- Including plain English definitions for technical terms had no positive impact on comprehension.
- A bill designed so that some information was only available via an online link did not encourage follow-through.
- Simple summaries helped consumers to better understand their plan. This, however, did not improve the likelihood they would choose a better deal.
BETA has published an interim report with a full report to be published later in the year. To read more, see the full list of BETA’s initial findings.